Activity Tracking
Review ticket activity and company audit history to understand recorded changes
Activity history helps you understand changes to a record: what changed, when, and who or what made the change. The information available depends on the record and your access.
Review ticket activity
- Open the ticket.
- Review the conversation for customer replies, staff messages, and record changes.
- Open Activity log for the event history.
- Use its filters to focus on Status, Assignment, Files, Automation, Core AI, SLA, or Email events.
When an event links to a message, select it to jump back to the conversation. Use the timestamps and change details to distinguish a staff edit from an automation or integration update.
Review company changes
Open a company's detail page and review its audit history, if your role permits it. Entries show the changed fields, previous and new values where available, and the change source.
Activity history describes recorded changes. It is not a guarantee that every page view, download, login attempt, or external delivery is recorded in the same place.
Investigate an unexpected change
- Open the affected record and identify the first unexpected event.
- Compare its time, actor, and changed values with neighboring events.
- If an automation made the change, inspect that automation's execution history.
- For email events, check the delivery result separately from the message itself.
See Automations for execution history and Notifications for alert preferences.