Overview

Activity Tracking provides a comprehensive record of all actions taken within your workspace. Every change, update, and interaction is logged automatically, giving you full visibility into what happened, when, and by whom.

What gets tracked

Activities are automatically recorded for:

• Tickets: Creation, status changes, assignments, comments, resolutions
• Assets: Creation, updates, status changes, assignments
• Customers: New customers, contact changes, updates
• Team actions: User logins, permission changes, settings updates
• Files: Uploads, downloads, deletions

Viewing activities

On individual records

Each ticket, asset, and customer has an activity timeline:

1. Open the record
2. Look for the Activity tab or section
3. Scroll through the chronological list of changes

The timeline shows:

• What changed
• Who made the change
• When it happened
• Previous and new values (where applicable)

For tickets, conversation messages and change events are shown together in the activity area so you can review customer replies, sent updates, and record changes in context.

Workspace activity feed

For a broader view of workspace activity:

1. Navigate to the Activity section in the sidebar
2. View recent activities across all records
3. Use filters to narrow by type, user, or date range

Activity types

Filtering activities

Use filters to find specific activities:

• By user: See all actions by a specific team member
• By type: Filter to only status changes, comments, etc.
• By date: Narrow to a specific time period
• By record type: Show only ticket or asset activities

Audit logs

For compliance and security purposes, audit logs provide a more detailed view:

• Login attempts: Successful and failed logins
• Permission changes: Role and access modifications
• Settings changes: Workspace configuration updates
• Data exports: When data was exported

Audit logs are available to administrators and are retained according to your plan's retention policy.

Activity notifications

Stay informed about important activities:

• Configure notifications in Settings > Notifications
• Choose which activity types trigger alerts
• Receive notifications via in-app alerts or email

See Notifications for detailed configuration options.

Use cases

Troubleshooting

When something goes wrong:

1. Open the affected record
2. Review the activity timeline
3. Identify what changed and when
4. Determine if a recent change caused the issue

Accountability

Track who did what:

• All activities are attributed to the user who made them
• Timestamps provide exact timing
• No activity can be modified or deleted

Compliance

Meet audit requirements:

• Export activity logs for external auditors
• Demonstrate data handling procedures
• Track access to sensitive records

Best practices

• Review activities regularly to stay informed about workspace changes
• Use filters to focus on relevant activities
• Set up notifications for critical activity types
• Export logs periodically for long-term retention if required

See also

• Notifications - Configure activity alerts
• Permissions - Control who can view activities

Overview

Activity Tracking provides a comprehensive record of all actions taken within your workspace. Every change, update, and interaction is logged automatically, giving you full visibility into what happened, when, and by whom.

What gets tracked

Activities are automatically recorded for:

• Tickets: Creation, status changes, assignments, comments, resolutions
• Assets: Creation, updates, status changes, assignments
• Customers: New customers, contact changes, updates
• Team actions: User logins, permission changes, settings updates
• Files: Uploads, downloads, deletions

Viewing activities

On individual records

Each ticket, asset, and customer has an activity timeline:

1. Open the record
2. Look for the Activity tab or section
3. Scroll through the chronological list of changes

The timeline shows:

• What changed
• Who made the change
• When it happened
• Previous and new values (where applicable)

For tickets, conversation messages and change events are shown together in the activity area so you can review customer replies, sent updates, and record changes in context.

Workspace activity feed

For a broader view of workspace activity:

1. Navigate to the Activity section in the sidebar
2. View recent activities across all records
3. Use filters to narrow by type, user, or date range

Activity types

Filtering activities

Use filters to find specific activities:

• By user: See all actions by a specific team member
• By type: Filter to only status changes, comments, etc.
• By date: Narrow to a specific time period
• By record type: Show only ticket or asset activities

Audit logs

For compliance and security purposes, audit logs provide a more detailed view:

• Login attempts: Successful and failed logins
• Permission changes: Role and access modifications
• Settings changes: Workspace configuration updates
• Data exports: When data was exported

Audit logs are available to administrators and are retained according to your plan's retention policy.

Activity notifications

Stay informed about important activities:

• Configure notifications in Settings > Notifications
• Choose which activity types trigger alerts
• Receive notifications via in-app alerts or email

See Notifications for detailed configuration options.

Use cases

Troubleshooting

When something goes wrong:

1. Open the affected record
2. Review the activity timeline
3. Identify what changed and when
4. Determine if a recent change caused the issue

Accountability

Track who did what:

• All activities are attributed to the user who made them
• Timestamps provide exact timing
• No activity can be modified or deleted

Compliance

Meet audit requirements:

• Export activity logs for external auditors
• Demonstrate data handling procedures
• Track access to sensitive records

Best practices

• Review activities regularly to stay informed about workspace changes
• Use filters to focus on relevant activities
• Set up notifications for critical activity types
• Export logs periodically for long-term retention if required

See also

• Notifications - Configure activity alerts
• Permissions - Control who can view activities