Track the history of helpdesk tickets
Reviewing ticket history enables agents and stakeholders to act with full knowledge of past activities, ensures accountability, and promotes efficiency in both collaboration and end-user service.
To view ticket history, open a ticket on the
Helpdesk page and go to the
History tab at the top of the page. The history includes each change that is performed on a ticket.
Benefits of having a ticket history
- Gain complete context and visibility
- Having a detailed record of all actions and communications related to each incident ensures that agents are fully informed before intervening. By referencing the ticket history, support staff can efficiently understand what steps have already been taken and how each situation has progressed. This prevents redundant efforts, minimizes end-user frustration, and enables agents to address issues with greater accuracy from the outset.
- Foster accountability and transparency
- A granular audit trail ensures organizational accountability as you can track who made each change and when. This transparency not only sets responsibility and minimizes potential for miscommunication, but also helps organizations meet compliance requirements and adhere to quality standards. Stakeholders can review past actions for assurance that best practices and policies have been consistently followed.
- Strengthen team collaboration
- In dynamic support environments, multiple agents may be involved in resolving a single incident. Access to ticket history allows for smooth knowledge transfer and prevents information silos. Whether tickets are escalated or reassigned, all team members can quickly familiarize themselves with the case, leading to more cohesive and efficient collaboration.
- Enhance end-user experience
- A well-documented ticket history directly contributes to superior end-user service. Agents can respond with greater speed and confidence, referencing prior interactions and tailoring their approach to each end-user’s unique circumstances. This not only expedites resolution, but also conveys genuine attentiveness and professionalism—qualities that end-users recognize and appreciate.
- Drive continuous improvement
- Beyond day-to-day operations, ticket histories are invaluable for training, quality assurance, and process improvement. Supervisors can review cases to identify training needs, spot recurring issues, and refine internal workflows. In this way, ticket histories support ongoing organizational growth and higher overall service quality.
Article last updated: 18 June, 2025