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.
Retention Period
SuperOps retains ticket audit history for the last 30 days. The Ticket Audit tab displays tracked actions—including ticket creation, detail updates, lifecycle events, and communication updates—that occurred during this period.
Entries older than 30 days are automatically removed and will no longer appear in the audit trail.
Note: The 30-day retention period is rolling, so the Ticket Audit tab always reflects the most recent 30 days of activity for a ticket.