🟩 1. What Are Ticket Activities?

Ticket Activities show the complete history of everything that has happened on a ticket. It is the audit trail that helps agents understand:

• Who updated the ticket

• What changes were made

• When actions happened

• How the ticket progressed

Activities ensure transparency, accountability, and smooth handovers.

🟩 2. Why Ticket Activities Matter

• Track agent actions

• Understand customer interactions

• Monitor SLA progress

• Review escalations

• Identify delays

• Improve team coordination

Activities = Clear visibility of the entire ticket lifecycle.

🟩 3. Types of Ticket Activities in Zoho Desk

1. Agent Activities

• Status changes

• Priority updates

• Department transfers

• Tag additions

• Field updates

• Notes added

2. Customer Activities

• Customer replies

• Attachments uploaded

• Portal updates

3. System Activities

• SLA timers

• Automation rule actions

• Assignment changes

• Escalations

4. Collaboration Activities

• Ticket sharing

• Private notes

• Mentions (@agent)

🟩 4. How to View Ticket Activities (Step‑by‑Step)

Step 1: Open the Ticket

Go to Tickets from the left panel.

Step 2: Click the “Activities” Tab

You will see a timeline of all actions performed on the ticket.

Step 3: Filter Activities (Optional)

You can filter by:

• Agent

• Customer

• System

• Notes

• Status changes

Step 4: Expand Any Activity

Click to view details such as:

• Who made the change

• What was changed

• Timestamp

• Old vs new values

🟩 5. What You Can Track in Ticket Activities

1. Status Changes

Example: Open → Assigned → Waiting on Customer → Closed

2. Priority Updates

Example: Medium → High

3. Field Modifications

Example: Product Model updated from “HL7701” to “HL7703”

4. Agent Assignments

Example: Assigned to Agent A → Reassigned to Agent B

5. Customer Replies

Every reply is logged with timestamp.

6. Automation Actions

Example: Rule triggered: Priority set to High

7. SLA Events

• First response time

• Resolution time

• SLA breach

🟩 6. How Ticket Activities Help Your Workflow

1. Faster Handover Between Agents

New agents can instantly understand the ticket history.

2. Better Accountability

Every action is recorded with agent name and time.

3. Improved Customer Experience

Agents avoid repeating questions because history is visible.

4. Stronger Reporting

Managers can analyze delays and workflow issues.

🟩 7. Best Practices

• Always update ticket fields properly

• Add private notes for internal communication

• Avoid unnecessary status changes

• Use tags to improve activity clarity

• Review activity logs for escalated tickets

🟩 FAQs

Q1. Can I delete activities? No, activities cannot be deleted for security and audit reasons.

Q2. Can customers see activities? Customers only see public replies, not internal activities.

Q3. Do automation actions appear in activities? Yes, all automation actions are logged.