How to see the last changes made by agents to Jira tickets

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If you want to stay up to date on what’s happening in your Jira projects and how clients’ requests are handled, here you will find some tricks and tips. There are some basic requests you can cover with Jira built-in options like JQL or gadgets and more advanced queries you may have. Check out the questions and solutions below.

1. How to get tickets closed last week? 

Solution: Jira Query Langauge (JQL)

Open Filters - View all issues - Switch to JQL and try the following:

status changed to closed AFTER startOfWeek(-1w)

With this query, you will get a list of issues that changed their status to “Closed” during last week. Also, you’ll see the info when the ticket was created and updated.

2. How to filter by agents to see what they have updated?

Solution: Activity Stream Gadget

Open the Jira dashboard - Add Activity Stream Gadget and go for Configuration under three dots. 

Depending on the result you want to get, choose specific filters. It can be only project if you want to see all updates made by every agent; project + account ID (type in agent name) if you want to review changes for a particular user; project + date if you want to get changes for a specific day.

3. How to track new comments added by agent?

Solution: Activity Stream Gadget

With the help of this gadget, you can also select some activities and review their changes. It’s very convenient if you want to get the latest updates, for example, for comments.

Activities you can select are limited to the following ones: Attachment added, Comment added, Issue closed, Issue created, Issue edited, Issue opened, Issue progress started, Issue progress stopped, Issue reopened, Issue resolved, Issue transitioned.

What if you need to see updates for assignees, priorities, or other activities? 

4. How to see any field update made by agent?

Solution: Issue History for Jira (not available with built-in functionality)

The app has no limitations for issue activities. That means you can review changes made to any standard or custom ticket field. It can be statuses, priorities, time spent, comments, clients, due dates, or another.

 

For example, statuses: here, you can see all status changes or select specific transition/s you need. For instance, To Do -> Waiting for customer.

Result:

*If you are not using this app, install it from the Marketplace, and you will get a 30-day free trial.

5. How to see assignee changes for multiple tickets?

Solution: Issue History for Jira (not available with built-in features)

If you need to review the ticket movements between agents, just add the assignee field in the Columns manager, and you will see the assignee history on the grid.

Exclude other fields for better visibility.

Result:

6. How to monitor deleted tickets?

Solution: Issue History for Jira  (not available with built-in features)

One more extremely needed feature is tracking deleted tickets. If you can’t find some issue, maybe you should check what was deleted recently. With Issue History for Jira, you can store and recover deleted tickets if needed. It works only after you install the app and activate the “Keep deleted issues” option.

Interested in how to ensure your support team works efficiently? Read about 5 Metrics to Check Support Team Efficiency in Jira

In Summary

Every change made to tickets matters, especially when you want to make successful your customer management. Having a comprehensive record of all Jira changes – whether it's a remark added, an issue status update, or a modification in the due date – not only guarantees smooth teamwork but also helps to avoid future business conflicts or meet compliance needs.

Jira built-in options allow you to track some of the changes. Activity Stream Gadget does the work really well in spite of some limitations. For a complete and the most comprehensive view of all updates made by agents, you can try Issue History for Jira. 

Track all updates with Issue History for Jira (30-day free trial)