Retrieving Issue activity

Follow what has happened on an Issue: the internal notes case handlers write to each other, and the audit trail of every change made to it. Use this for compliance reporting, exporting case records, or confirming that changes your integration made were applied.

Two endpoints provide this. Comments returns the notes. History returns the timeline of changes, including changes made through the API.

Both are read only. Neither can be written through the API.

On this page: Endpoints · Permissions · Comments · Mentions · History · Placeholders in history · Errors

Endpoints

Permissions

Requires an App Integration with read only or full access for Issues. See how do I create an App Integration and get API credentials?

Comments

GET /v1/public/issues/{id}/comments

Provides access to all comments related to an Issue, in the same order shown in the interface, oldest first. If the Issue has no comments, the response is an empty array.

Comments are notes between case handlers. They are not part of the conversation with the reporter.

curl -X GET '{API_BASE_URL}/v1/public/issues/1001/comments' \
  -H 'Authorization: Bearer <ACCESS_TOKEN>'

Example response:

[
  {
    "id": 285,
    "value": "Can we look further into this issue?",
    "user": "John Doe",
    "userId": 166,
    "mentions": [],
    "createdAt": "2026-01-27T11:07:03.520Z",
    "updatedAt": "2026-01-27T11:07:08.322Z"
  },
  {
    "id": 286,
    "value": "@John Doe yes we can :)",
    "user": "John Smith",
    "userId": 5,
    "mentions": [
      {
        "userId": 166,
        "user": "John Doe",
        "position": 0
      }
    ],
    "createdAt": "2026-01-27T11:07:10.912Z",
    "updatedAt": "2026-01-27T11:07:20.289Z"
  }
]

Mentions

Each entry in mentions identifies a User referenced in the comment text.

Use position if you need to render mentions as links or highlight them. It points at the start of the mention within the comment text.

If a User has been deleted from the system, their name appears as Deleted user in value, in user, and in mentions. The userId is still returned.

History

GET /v1/public/issues/{id}/history

Provides a clear timeline of everything that happens to an Issue. It shows what changed, who did it, and when it happened. Entries are sorted by createdAt.

curl -X GET '{API_BASE_URL}/v1/public/issues/1001/history' \
  -H 'Authorization: Bearer <ACCESS_TOKEN>'

Example response:

[
  {
    "id": 150,
    "action": "Jane Smith updated the status from In Progress to Resolved",
    "userId": 67,
    "createdAt": "2025-12-20T10:30:00.000Z",
    "updatedAt": "2025-12-20T10:30:00.000Z"
  },
  {
    "id": 149,
    "action": "John Doe added document final-report.pdf",
    "userId": 45,
    "createdAt": "2025-12-20T09:15:22.000Z",
    "updatedAt": "2025-12-20T09:15:22.000Z"
  },
  {
    "id": 148,
    "action": "Reporter sent a message",
    "userId": null,
    "createdAt": "2025-12-19T14:20:10.500Z",
    "updatedAt": "2025-12-19T14:20:10.500Z"
  },
  {
    "id": 146,
    "action": "John Doe created issue",
    "userId": 45,
    "createdAt": "2025-12-18T04:30:38.153Z",
    "updatedAt": "2025-12-18T04:30:38.153Z"
  }
]

Changes made through the API

When changes are made through the Public API, the integration name appears in the action. The userId is null, because no person performed the action.

{
  "id": 125,
  "action": "App integration MyIntegration updated the status from New to In Progress",
  "userId": null,
  "createdAt": "2025-12-18T12:00:00.000Z",
  "updatedAt": "2025-12-18T12:00:00.000Z"
}

This gives a full audit trail of everything an integration has changed.

Placeholders in history

The action text uses fixed placeholders where a value is missing or no longer available.

Labels are shown in a simple list format.

Errors

See the API error reference for the full list.

Related

• Retrieving Issues
• Updating Issues
• Retrieving messages
• How do I configure webhooks?