Why It Matters
Having a complete, uneditable audit trail of every change made to a ticket helps managers investigate bottlenecks and holds everyone accountable for their actions.
How to Set It Up
- Access the Ticket: Navigate to Assistance → Tickets and open the specific ticket you need to investigate.
- Open the Audit Log: Locate and click on the History tab within the ticket’s left-hand navigation panel.
- Review the Timeline: Once the view loads, simply scroll through the chronological log to see a detailed, row-by-row breakdown. You can review the entries to see exactly who updated the ticket, when they did it, and what the previous values were before the change occurred.
Next Steps
Change the priority or status of a test ticket, then immediately check the History tab to see how the system instantly logs the exact timestamp and user for that modification.
Was this helpful?
Thanks for your feedback!
