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How to use Ticket History Tab to Monitor and Track Ticket Activity in BoldDesk
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In BoldDesk, the Ticket History tab is a feature within each ticket that provides an activity log of all actions and updates made to that ticket. It helps agents and administrators track changes throughout the ticket lifecycle.
How to Access the Ticket History Tab:
Navigate to the Ticket module > click the desired ticket > then, click the History tab for the activity log.
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.
