Possible queries:
Agent updated ticket as per activities
Multiple updates by one agent in activities
Resolution Path:
- Validate the account details.
- Get a screenshot/video grab of the activities to understand what updates were made, details of the timestamp when the action occurred.
- Check further for any marketplace apps or custom apps installed in the account and if the action performer's API key has been used for any setup. Eliminate possible apps whose functionalities are not related to the update performed based on the nature of update and frequency. Eg: ticket getting unassigned everytime an agent is assigned.
- Similarly, also check for the possibility of any automation rule, webhooks configured that could have caused the update.
- We can also check logs in Haystack or Sumologic for the action performed in that time window.
- If there are no direct setups or log results get occasional agent access to probe this further. If logs are available, we can check if the update was done via a public API (api v2) endpoint, channel API or private API.
- If no conclusions can be drawn, raise L2 ticket with logs and above details.