Does Adding an Internal Note Update the date_changed Field on a Ticket?
This article explains how the date_changed (also referred to as date_change) field behaves in LiveAgent when internal notes are added to a ticket, and whether it is possible to exclude internal notes from triggering an update to this field.
How date_changed Works
The date_changed field on a ticket is updated whenever any action is performed on that ticket. This includes:
- Sending or receiving messages
- Adding internal notes
- Changing ticket status, assignee, or other properties
- Any other interaction or modification to the ticket
This behavior applies globally across LiveAgent — it is not specific to the API v3 and cannot be configured differently through general settings.
Can Internal Notes Be Excluded from Updating date_changed?
No. There is currently no setting — either in the LiveAgent interface or via the API — that allows you to exclude internal notes from updating the date_changed field. Any action performed on a ticket, including adding an internal note, will update this timestamp.
Viewing Ticket History via API
If your goal is to track or audit changes to a ticket over time, you can use the LiveAgent API v3 to retrieve the full status history of a ticket. Use the following endpoint:
GET /tickets/{ticketId}/history
This endpoint returns the status history for the specified ticket, allowing you to review what changes occurred and when. To access the full API v3 documentation:
- Log in to your LiveAgent panel.
- Navigate to Configuration > System > API > API v3 Documentation.
- Expand the Tickets section and locate the GET /tickets/{ticketId}/history endpoint.
- Use the Try it out button to test the endpoint directly from the documentation.
Summary
- Internal notes always update the
date_changedfield — this cannot be disabled or configured. - To track ticket changes over time, use the GET /tickets/{ticketId}/history API v3 endpoint.