🟩 1. What Is Ticket History?

Ticket History is the full chronological record of everything that has happened to a ticket since the moment it was created.

It shows:

• All updates

• All agent actions

• All customer replies

• All automation triggers

• All field changes

• All SLA events

Ticket History = The complete story of the ticket.

🟩 2. Why Ticket History Is Important

• Helps agents understand past actions

• Prevents repeated questions to customers

• Improves handovers between agents

• Helps managers audit ticket handling

• Shows SLA progress and delays

• Provides transparency and accountability

🟩 3. What Ticket History Includes

1. Customer Actions

• Replies

• Attachments

• Portal updates

2. Agent Actions

• Status changes

• Priority updates

• Department transfers

• Tag additions

• Notes added

• Field edits

3. System Actions

• Automation rule triggers

• SLA timers

• Escalations

• Assignment changes

4. Collaboration Actions

• Ticket sharing

• Mentions (@agent)

• Private notes

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

Step 1: Open the Ticket

Go to Tickets from the left panel and select any ticket.

Step 2: Click the “History” or “Activities” Tab

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

Step 3: Scroll Through the Timeline

Each entry shows:

• What happened

• Who performed the action

• When it happened

• Old value → New value (for field changes)

Step 4: Filter the History (Optional)

You can filter by:

• Agent actions

• Customer actions

• System actions

• Notes

• Status changes

Step 5: Expand Any Entry

Click to view detailed information.

🟩 5. Examples of Ticket History Entries

1. Status Change

Status changed from “Open” to “Waiting on Customer” by Agent A

2. Priority Update

Priority changed from Medium to High by Automation Rule

3. Customer Reply

Customer replied with attachment “invoice.pdf”

4. SLA Event

First Response SLA achieved in 12 minutes

5. Assignment Change

Ticket assigned to Agent B by Round Robin

🟩 6. How Ticket History Helps Your Workflow

1. Faster Agent Handover

New agents can instantly understand the full context.

2. Better Customer Experience

Agents avoid repeating questions.

3. Stronger Accountability

Every action is logged with timestamp and agent name.

4. Improved Reporting

Managers can identify delays and workflow gaps.

5. Better Automation Debugging

You can see which automation rule triggered which action.

🟩 7. Best Practices

• Always update ticket fields accurately

• Add private notes for internal communication

• Avoid unnecessary status changes

• Review history for escalated tickets

• Use tags to improve clarity

• Train agents to check history before replying

🟩 FAQs

Q1. Can Ticket History be deleted? No, it cannot be deleted for security and audit reasons.

Q2. Can customers see Ticket History? No, customers only see public replies.

Q3. Does automation appear in Ticket History? Yes, all automation actions are logged.