How to Track Ticket changes Using Ticket History Tab in BoldDesk
The Ticket History tab in BoldDesk provides a complete activity log of every action performed on a ticket. It enables agents and administrators to monitor updates, validate ownership, and ensure SLA and workflow compliance throughout the ticket lifecycle.
Accessing the Ticket History Tab
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Open the Ticket module.
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Select the target ticket from the list.
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Click the History tab to view the full activity log.
Use the Ticket History to quickly confirm what changed, when it changed, and who performed the action—useful for audits, escalations, and handoffs.
Key Features of the Ticket History Tab:
- Comprehensive Log of Ticket Activities: View a detailed history of all actions, including status changes and priority updates.
- Macro Updates Visibility: When macros are applied to tickets, the Ticket History tab reflects these changes.
- Audit Trail for Accountability: The tab serves as an audit trail, helping teams ensure accountability and compliance. It’s especially useful for tracking escalations, SLAs, or any sensitive updates made to the ticket.
BoldDesk displays ticket history using relative timestamps. Absolute date and time values, as well as durations between status changes, are not shown directly in the interface. The exact date and time for each entry can be accessed by hovering over the timestamp.
Frequently Asked Questions
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How do I confirm who changed a ticket’s status?
Open the History tab for the ticket. Each entry displays the actor, timestamp, and the exact status transition. -
Can I see which Macro affected a ticket?
Yes. When a Macro is applied, the History log records the resulting field changes (e.g., status, tags). Use this to verify macro-driven updates. -
Does the History tab show participant additions?
Yes. Add Participants events are logged, including who added them and when. -
Can administrators use Ticket History for audits?
Absolutely. The History tab provides a reliable audit trail across system and custom fields, helpful for SLA reviews, escalations, and compliance checks. -
What if multiple changes occur at once?
Bulk updates (such as from Macros or automation) appear as discrete logged changes, allowing you to trace each field modification individually.
