Ticket activity
Alongside the conversation, every ticket keeps an activity feed — a running record of what happened to it and who did it. Where the conversation shows what was said, the activity feed shows what was done.
What it captures
The activity feed logs the ticket’s history as it unfolds:
- Status changes — when it moved to Pending, Solved, and so on.
- Assignment — when it was assigned, reassigned, or moved between groups.
- Routing — how automatic routing handled it and which queue or agent it landed with.
- Other property changes over the ticket’s life.
Why it helps
When you pick up a ticket that’s been around a while — a reopened issue, a hand-off, an escalation — the activity feed tells you the story at a glance: who touched it, when a rule fired, and how it got to you. Paired with a ticket summary for the conversation itself, you’re up to speed in seconds.