As an MSP, maintaining a clear record of who performed specific actions on a ticket is crucial. This ensures accountability and helps track progress, identify bottlenecks, and optimize workflows.
The ticket audit captures every activity performed on a ticket. This enables you to have a detailed view of the ticket's history, ensuring that all actions are transparent and traceable.
To access the Ticket Audit, just open a ticket and locate the Ticket Audit tab on the right side of the page. This tab will provide a detailed log of all activities related to the ticket.
The Ticket Audit feature logs the following activities:
Ticket Creation:
Ticket creation date and time
Source of ticket creation
Custom and default fields.
Ticket Details Updates:
Client information
Site information
Requester information
Technician information
Custom fields
Followers
Ticket Lifecycle Events:
Merging and Splitting: When a ticket is merged with another or split into multiple tickets.
Status Changes: Updates such as when the ticket is resolved, closed, restored, or moved to trash.
Communication Updates:
Replies: When there are any replies to the ticket.
Notes and Side Conversations: Updates or additions to internal notes or side conversations.
Notifications: The source of the notifications - either sent by the system or by automation, will also be logged in the audit.