Ticket Audits

Audits are a read-only history of all updates to a ticket. When a ticket is updated in Zendesk Support, an audit is stored. Each audit represents a single update to the ticket. An update can consist of one or more events. Examples:

• The value of a ticket field was changed
• A new comment was added
• Tags were added or removed
• A notification was sent

For a complete list, see the Ticket Audit events reference.

Required OAuth scope

The Ticket Audits endpoints require a global "read" scope for OAuth authentication. You can't access the endpoints using the "auditlogs:read" or "tickets:read" scopes.

JSON format

Ticket Audits are represented as JSON objects with the following properties:

Name	Type	Read-only	Mandatory	Description
author_id	integer	true	false	The user who created the audit
created_at	string	true	false	The time the audit was created
events	array	false	false	An array of the events that happened in this audit. See the Ticket Audit events reference
id	integer	true	false	Automatically assigned when creating audits
metadata	object	true	false	Metadata for the audit, custom and system data
ticket_id	integer	true	false	The ID of the associated ticket
via	object	false	false	Describes how the object was created. See the Via object reference

Example

{
  "author_id": 35436,
  "created_at": "2009-07-20T22:55:29Z",
  "events": [
    {
      "attachments": [],
      "body": "Thanks for your help!",
      "id": 1564245,
      "public": true,
      "type": "Comment"
    },
    {
      "body": "Ticket #47 has been updated",
      "id": 1564246,
      "subject": "Your ticket has been updated",
      "type": "Notification"
    }
  ],
  "id": 35436,
  "metadata": {
    "custom": {
      "time_spent": "3m22s"
    },
    "system": {
      "ip_address": "184.106.40.75"
    }
  },
  "ticket_id": 47,
  "via": {
    "channel": "web"
  }
}

List All Ticket Audits

• GET /api/v2/ticket_audits
• GET /api/v2/ticket_audits.json?cursor=fDE1MDE1OTE1MzQuMHx8MTEzMjQ4NDI1MQ%3D%3D

Returns ticket audits. Archived tickets are not included in the response. Use the List Audits for a Ticket endpoint to retrieve audit records for an archived ticket. To learn more about archived tickets, see About archived tickets.

This endpoint should not be used for capturing change data. When continually chasing the tail of a cursor, some records will be skipped. For this use case, use the Incremental Ticket Event Export API.

Pagination

This API supports two cursor-based pagination methods:

• standard Zendesk cursor-based pagination
• legacy 'cursor' parameter based pagination

Zendesk recommends using the standard cursor-based pagination method. The legacy method has known problems.

Legacy cursor pagination method

By default, this endpoint uses the legacy cursor pagination method. This method differs from the standard cursor pagination used in other Zendesk endpoints.

The records are ordered sequentially by the created_at timestamp, then by id within duplicate timestamp values. The first page will return the most recent audits.

The cursor parameter is a non-human-readable argument you can use to move forward or backward in time.

Each JSON response will contain the following attributes to help you get more results:

• after_url requests more recent results
• before_url requests older results
• after_cursor is the cursor to build the request yourself
• before_cursor is the cursor to build the request yourself.

The after_cursor and before_cursor attributes may contain non-URL-safe characters. Make sure to URL-encode them, or simply use the after_url or before_url values to paginate.

The properties are null if no more records are available.

You can request a maximum of 1,000 results. The default number of results is 1,000, but you can change it with the limit parameter.

Allowed For

• Admins

Parameters

Name	Type	In	Required	Description
limit	integer	Query	false	Maximum number of results returned

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/ticket_audits.json?limit=1000 \
  -v -u {email_address}:{password}

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://example.zendesk.com/api/v2/ticket_audits?limit="
	method := "GET"
	req, err := http.NewRequest(method, url, nil)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "username:password"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://example.zendesk.com/api/v2/ticket_audits")
		.newBuilder()
		.addQueryParameter("limit", "");

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("GET", null)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", Credentials.basic("your-email", "your-password"))
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'GET',
  url: 'https://example.zendesk.com/api/v2/ticket_audits',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "username:password"
  },
  params: {
    'limit': '',
  },
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests

url = "https://example.zendesk.com/api/v2/ticket_audits?limit="
headers = {
	"Content-Type": "application/json",
}

response = requests.request(
	"GET",
	url,
	auth=('<username>', '<password>'),
	headers=headers
)

print(response.text)

Ruby

require "net/http"
uri = URI("https://example.zendesk.com/api/v2/ticket_audits")
uri.query = URI.encode_www_form("limit": "")
request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")
request.basic_auth "username", "password"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

200 OK

// Status 200 OK

{
  "after_cursor": "MTUwMTYwNzUyMi4wfHwxMzQ3NTMxNjcxfA==",
  "after_url": "https://subdomain.zendesk.com/api/v2/ticket_audits.json?cursor=MTUwMTYwNzUyMi4wfHwxMzQ3NTMxNjcxfA%3D%3D&limit=1000",
  "audits": [
    {
      "author_id": 35436,
      "created_at": "2011-09-25T22:35:44Z",
      "events": [
        {
          "attachments": [],
          "body": "Thanks for your help!",
          "id": 1564245,
          "public": true,
          "type": "Comment"
        },
        {
          "body": "Ticket #47 has been updated",
          "id": 1564246,
          "subject": "Your ticket has been updated",
          "type": "Notification"
        },
        {
          "field_name": "status",
          "id": 1564247,
          "previous_value": "new",
          "type": "Change",
          "value": "open"
        },
        {
          "field_name": "custom_status_id",
          "id": 1564248,
          "previous_value": 1,
          "type": "Change",
          "value": 123
        }
      ],
      "id": 2127301143,
      "metadata": {
        "custom": {
          "time_spent": "3m22s"
        },
        "system": {
          "ip_address": "184.106.40.75"
        }
      },
      "ticket_id": 123,
      "via": {
        "channel": "web"
      }
    }
  ],
  "before_cursor": "fDE1MDE1NzUxMjIuMHx8MTM0NzM0MzAxMQ==",
  "before_url": "https://subdomain.zendesk.com/api/v2/ticket_audits.json?cursor=fDE1MDE1NzUxMjIuMHx8MTM0NzM0MzAxMQ%3D%3D&limit=1000"
}

List Audits for a Ticket

• GET /api/v2/tickets/{ticket_id}/audits

Lists the audits for a specified ticket.

Pagination

• Cursor pagination (recommended)
• Offset pagination

See Pagination.

Returns a maximum of 100 records per page.

Allowed for

• Agents

Parameters

Name	Type	In	Required	Description
ticket_id	integer	Path	true	The ID of the ticket

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}/audits.json \
  -v -u {email_address}:{password}

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://example.zendesk.com/api/v2/tickets/123456/audits"
	method := "GET"
	req, err := http.NewRequest(method, url, nil)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "username:password"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://example.zendesk.com/api/v2/tickets/123456/audits")
		.newBuilder();

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("GET", null)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", Credentials.basic("your-email", "your-password"))
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'GET',
  url: 'https://example.zendesk.com/api/v2/tickets/123456/audits',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "username:password"
  },
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests

url = "https://example.zendesk.com/api/v2/tickets/123456/audits"
headers = {
	"Content-Type": "application/json",
}

response = requests.request(
	"GET",
	url,
	auth=('<username>', '<password>'),
	headers=headers
)

print(response.text)

Ruby

require "net/http"
uri = URI("https://example.zendesk.com/api/v2/tickets/123456/audits")
request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")
request.basic_auth "username", "password"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

200 OK

// Status 200 OK

{
  "audits": [
    {
      "author_id": 5246746,
      "created_at": "2011-09-25T22:35:44Z",
      "events": [
        {
          "attachments": [],
          "body": "This is a new private comment",
          "html_body": "<p>This is a new private comment</p>",
          "id": 2127301148,
          "public": false,
          "type": "Comment"
        },
        {
          "field_name": "status",
          "id": 2127301163,
          "previous_value": "new",
          "type": "Change",
          "value": "open",
          "via": {
            "channel": "rule",
            "source": {
              "from": {
                "id": 35079792,
                "title": "Assign to first responder"
              },
              "rel": "trigger",
              "to": {}
            }
          }
        },
        {
          "field_name": "custom_status_id",
          "id": 2127301164,
          "previous_value": 1,
          "type": "Change",
          "value": 123,
          "via": {
            "channel": "rule",
            "source": {
              "from": {
                "id": 22472716,
                "title": "Assign to first responder"
              },
              "rel": "trigger",
              "to": {}
            }
          }
        }
      ],
      "id": 2127301143,
      "metadata": {
        "custom": {},
        "system": {
          "client": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_6_8) AppleWebKit/535.1 (KHTML, like Gecko) Chrome/14.0.835.186 Safari/535.1",
          "ip_address": "76.218.201.212",
          "location": "San Francisco, CA, United States"
        }
      },
      "ticket_id": 666,
      "via": {
        "channel": "web"
      }
    }
  ],
  "count": 1,
  "next_page": null,
  "previous_page": null
}

Count Audits for a Ticket

• GET /api/v2/tickets/{ticket_id}/audits/count

Returns an approximate count of audits for a specified ticket. If the count exceeds 100,000, the count will return a cached result. This cached result will update every 24 hours.

The count[refreshed_at] property is a timestamp that indicates when the count was last updated.

Note: When the count exceeds 100,000, count[refreshed_at] may occasionally be null. This indicates that the count is being updated in the background, and count[value] is limited to 100,000 until the update is complete.

Allowed for

• Agents

Parameters

Name	Type	In	Required	Description
ticket_id	integer	Path	true	The ID of the ticket

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}/audits/count.json \
  -v -u {email_address}:{password}

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://example.zendesk.com/api/v2/tickets/123456/audits/count"
	method := "GET"
	req, err := http.NewRequest(method, url, nil)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "username:password"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://example.zendesk.com/api/v2/tickets/123456/audits/count")
		.newBuilder();

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("GET", null)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", Credentials.basic("your-email", "your-password"))
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'GET',
  url: 'https://example.zendesk.com/api/v2/tickets/123456/audits/count',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "username:password"
  },
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests

url = "https://example.zendesk.com/api/v2/tickets/123456/audits/count"
headers = {
	"Content-Type": "application/json",
}

response = requests.request(
	"GET",
	url,
	auth=('<username>', '<password>'),
	headers=headers
)

print(response.text)

Ruby

require "net/http"
uri = URI("https://example.zendesk.com/api/v2/tickets/123456/audits/count")
request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")
request.basic_auth "username", "password"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

200 OK

// Status 200 OK

{
  "count": {
    "refreshed_at": "2020-04-06T02:18:17Z",
    "value": 18
  }
}

Show Audit

• GET /api/v2/tickets/{ticket_id}/audits/{ticket_audit_id}

Allowed for

• Agents

Parameters

Name	Type	In	Required	Description
ticket_audit_id	integer	Path	true	The ID of the ticket audit
ticket_id	integer	Path	true	The ID of the ticket

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}/audits.json \
  -v -u {email_address}:{password}

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://example.zendesk.com/api/v2/tickets/123456/audits/2127301143"
	method := "GET"
	req, err := http.NewRequest(method, url, nil)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "username:password"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://example.zendesk.com/api/v2/tickets/123456/audits/2127301143")
		.newBuilder();

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("GET", null)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", Credentials.basic("your-email", "your-password"))
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'GET',
  url: 'https://example.zendesk.com/api/v2/tickets/123456/audits/2127301143',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "username:password"
  },
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests

url = "https://example.zendesk.com/api/v2/tickets/123456/audits/2127301143"
headers = {
	"Content-Type": "application/json",
}

response = requests.request(
	"GET",
	url,
	auth=('<username>', '<password>'),
	headers=headers
)

print(response.text)

Ruby

require "net/http"
uri = URI("https://example.zendesk.com/api/v2/tickets/123456/audits/2127301143")
request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")
request.basic_auth "username", "password"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

200 OK

// Status 200 OK

{
  "audit": {
    "author_id": 5246746,
    "created_at": "2011-09-25T22:35:44Z",
    "events": [
      {
        "attachments": [],
        "body": "This is a new private comment",
        "html_body": "<p>This is a new private comment</p>",
        "id": 2127301148,
        "public": false,
        "type": "Comment"
      },
      {
        "field_name": "status",
        "id": 2127301163,
        "previous_value": "new",
        "type": "Change",
        "value": "open",
        "via": {
          "channel": "rule",
          "source": {
            "from": {
              "id": 22472716,
              "title": "Assign to first responder"
            },
            "rel": "trigger",
            "to": {}
          }
        }
      },
      {
        "field_name": "custom_status_id",
        "id": 2127301164,
        "previous_value": 1,
        "type": "Change",
        "value": 123,
        "via": {
          "channel": "rule",
          "source": {
            "from": {
              "id": 22472716,
              "title": "Assign to first responder"
            },
            "rel": "trigger",
            "to": {}
          }
        }
      }
    ],
    "id": 2127301143,
    "metadata": {
      "custom": {},
      "system": {
        "client": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_6_8) AppleWebKit/535.1 (KHTML, like Gecko) Chrome/14.0.835.186 Safari/535.1",
        "ip_address": "76.218.201.212",
        "location": "San Francisco, CA, United States"
      }
    },
    "ticket_id": 666,
    "via": {
      "channel": "web"
    }
  }
}

Change a comment from public to private

• PUT /api/v2/tickets/{ticket_id}/audits/{ticket_audit_id}/make_private

Allowed for

• Agents

Parameters

Name	Type	In	Required	Description
ticket_audit_id	integer	Path	true	The ID of the ticket audit
ticket_id	integer	Path	true	The ID of the ticket

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}/audits/{ticket_audit_id}/make_private.json \
  -v -u {email_address}:{password} -X PUT -d '{}' -H "Content-Type: application/json"

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://example.zendesk.com/api/v2/tickets/123456/audits/2127301143/make_private"
	method := "PUT"
	req, err := http.NewRequest(method, url, nil)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "username:password"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://example.zendesk.com/api/v2/tickets/123456/audits/2127301143/make_private")
		.newBuilder();
RequestBody body = RequestBody.create(MediaType.parse("application/json"),
		"""
""");

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("PUT", body)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", Credentials.basic("your-email", "your-password"))
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'PUT',
  url: 'https://example.zendesk.com/api/v2/tickets/123456/audits/2127301143/make_private',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "username:password"
  },
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests

url = "https://example.zendesk.com/api/v2/tickets/123456/audits/2127301143/make_private"
headers = {
	"Content-Type": "application/json",
}

response = requests.request(
	"PUT",
	url,
	auth=('<username>', '<password>'),
	headers=headers
)

print(response.text)

Ruby

require "net/http"
uri = URI("https://example.zendesk.com/api/v2/tickets/123456/audits/2127301143/make_private")
request = Net::HTTP::Put.new(uri, "Content-Type": "application/json")
request.basic_auth "username", "password"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

200 OK

// Status 200 OK

null