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Ticket History

The View History feature provides a chronological log of all changes and actions taken on a ticket. This includes:

  • Ticket creation and modification timestamps
  • Agent assignments and state transitions
  • Notes added (both public and private)
  • Any changes in priority, category, or attachments

This feature ensures transparency and accountability by keeping a detailed audit trail.

Ticket History Interface

Benefits of Ticket History​

  • Accountability: Track who made what changes and when
  • Troubleshooting: Identify when issues began or escalated
  • Compliance: Maintain records for audit and regulatory requirements
  • Training: Review historical tickets to improve support processes
  • Communication: Understand the full context of a ticket's lifecycle

Accessing Ticket History​

  1. Open the desired ticket
  2. Look for the "History" or "Activity Log" tab
  3. View the chronological list of all actions and changes

History Entry Types​

The ticket history tracks various types of changes including:

  • Status Changes: When a ticket moves between states (e.g., Open → In Progress → Resolved)
  • Assignment Changes: When a ticket is assigned or reassigned
  • Field Updates: Changes to any ticket fields (priority, category, due date)
  • Note Additions: When public or private notes are added
  • Attachment Actions: When files are added or removed
  • Watcher Changes: When users are added or removed as watchers