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.

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.

Pagination

This endpoint uses a variant of cursor pagination with some differences from cursor pagination used in other 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

Stability

Development

Parameters

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

Using curl

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

Example Response

Status 200 OK

{
  "after_cursor": "MTUwMTYwNzUyMi4wfHwxMzQ3NTMxNjcxfA==",
  "after_url": "https://subdomain.zendesk.com/api/v2/ticket_audits.json?cursor=MTUwMTYwNzUyMi4wfHwxMzQ3NTMxNjcxfA%3D%3D\u0026limit=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"
        }
      ],
      "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\u0026limit=1000"
}

List Audits for a Ticket

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

Lists the audits for a specified ticket.

Allowed for

Agents

Parameters

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

Using curl

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

Example Response

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": "\u003cp\u003eThis is a new private comment\u003c/p\u003e",
          "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": {}
            }
          }
        }
      ],
      "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
}

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

Using curl

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

Example Response

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": "\u003cp\u003eThis is a new private comment\u003c/p\u003e",
        "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": {}
          }
        }
      }
    ],
    "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

Using 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"

Example Response

Status 200 OK