The Ticket Timeline Viewer turns the events and audit log of a ticket into a searchable timeline of actions taken on the ticket.By default Zendesk allows agents to switch to an events view on tickets that shows a list of all changes made on the ticket – ticket fields, status, assignee, queues, .. – and all triggers and automations that ran on a ticket right in between ticket comments and internal notes.

While this gives agents and team leads full overview of what happened on a ticket, using this events list to troubleshoot or inspect tickets to find issues with triggers or other automations is not easy.

For example, if you want to troubleshoot Queues and assignment you need to look through the entire timeline and try to find all Queueu or Assignee references in the event list. It works, but the cluttered interface and lack of filtering makes that job hard.

Ticket Timeline Viewer

Our app tries to fix this. Instead of a plain list of actions we render a rich timeline with colors, icons and tags that clearly shows what happened on a ticket.Instead of showing all actions and events, we only render those elements that changed (or made a change), making the entire ticket timeline not only a lot shorter, but also easier to parse and read.

And if you want to narrow down on actions taken by a specific person (agent, light agent or the Zendesk system itself), or wan't to focus on changed made to a specific object (queues, the priority field, a custom status,..) our filters are there to make searching (and finding) that needle in a haystack a lot easier.

All this made possible by installing our Ticket Timeline Viewer app.

For full guidelines and instructions, take a look at our Help Center documentation