Learn how to view the history of ticket actions and changes.
What Is the Ticket Log?
The ticket log records every update made to a ticket, providing a full history of actions.
What Is the Action Log?
The action log records the reasons for any ticket status changes, such as:
- Reassigned (moved to a different agent).
- Pending (waiting for customer response).
- Closed (resolved with a final action).
- When tickets were created, updated.
- General agent actions taken on a ticket.
How to View Ticket Logs
- Open the ticket you want to track.
- Click the Log icon in the ticket management bar.
- Review the list of past actions and updates.
Why Are Logs Important?
- Provides accountability for all ticket actions.
- Helps teams track unresolved issues.
- Ensures a clear history for internal reference.