Ticket Timeline Viewer
for Zendesk

Zendesk includes an “events” view on tickets enabling agents to see a comprehensive list of all changes made on a ticket – such as updates to ticket fields, status, assignee, queue, and more. In addition, underneath all public comments or internal notes, the triggers and automations that fired will be displayed.

While this provides agents and team leads with a full overview of ticket activity, using the “events” view for troubleshooting issues or analyzing triggers and automations can be challenging.

For example, if you want to understand why a ticket has been assigned incorrectly, you need to look through the entire timeline and try to find all assignee references in the event list. This will work, even for complex tickets, but the cluttered interface and lack of filtering make this task cumbersome.

Our App aims to solve this. Rather than displaying a plain list of actions, we present a rich, visually enhanced timeline with colors, icons and tags to clearly highlight the activities within a ticket.

Instead of showing all actions and events, we only show the elements that were changed, making the entire ticket timeline not only a lot shorter, but also easier to read.

For targeted troubleshooting, our filters allow you to refine your view. Whether you’re searching for actions performed by a specific individual (agent, light agent, or the Zendesk system itself) or tracking changes to a particular object (queues, priority fields, custom statuses, etc.), our filtering features help you efficiently locate that needle in the haystack.