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Ticket Activity displays the complete history of a ticket in a vertical timeline, helping you understand how it has been handled by showing all actions and changes in chronological order. Each change is recorded as a separate event, creating a clear audit trail of what happened, who performed the action, and when. Image

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What events are recorded

Ticket Activity includes the following types of events:
  • Ticket comments
  • Ticket assignment and unassignment
  • State and substate changes
  • Updates to priority, type, and due date
  • Other changes to ticket properties

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Viewing Ticket Activity

To view ticket activity:
  1. Open a ticket.
  2. Scroll down to the Activity section.
  3. Review the events in chronological order.

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Event details

Each event entry displays:
  • The user who performed the action
  • The exact change that was made
  • The time the change occurred
When a field is updated, the previous value is shown first followed by the new value. For example: No priority → Medium

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Icons in the timeline

Different icons represent different event types, making it easier to scan the timeline:
IconEvent Type
Person iconAssignment and unassignment
Label iconType and tag changes
Flag iconState and substate changes