How to View Ticket Logs?

Viewing ticket logs allows seeing the full history of all changes and actions that occurred with the ticket: field changes, watcher additions, ticket linking, status changes, etc.

When Needed

  • You need to see ticket change history to analyze work on the request.
  • You need to find who and when changed a specific ticket field.
  • You need to check all actions that occurred with the ticket.

What's Important to Know

  • Ticket logs — history of all changes and actions that occurred with the ticket.
  • Change types — logs contain various change types: field changes, watcher additions, ticket linking, status changes, CSAT rating creation and deletion, etc.
  • Filtering — you can filter logs by change type for quick search.
  • CSAT events — logs contain history of CSAT rating creation and deletion with information about the user who deleted the rating.

Prerequisites

  • You are logged in with operator or supervisor rights.
  • You have an open ticket whose logs need to be viewed.

Step-by-Step Instructions

1. Open Ticket

  1. In the OperatorLine module, find the needed ticket in the chat list.
  2. Click on the ticket to open it.

2. Open Ticket Logs

  1. In the active chat menu (three dots or menu icon), select "Show Logs" or "Change History".
  2. Or in the right details panel, find the "Logs" or "History" button.
  3. A modal window with ticket change history opens.

3. View Logs

  1. In the modal window, view the logs list.

  2. Each log contains:

    • Date and time — when the change occurred.
    • User — who made the change.
    • Change type — what exactly changed (for example, "Priority Change", "Watcher Addition", "CSAT Creation", "CSAT Deletion").
    • Details — detailed information about the change (old and new values, if applicable).

  3. CSAT Events in Logs:

    • When creating a CSAT rating, the logs display a "CSAT Rating Created" message with creation time.
    • When deleting a CSAT rating, the logs display a "User Name CSAT Rating Deleted" or "CSAT Rating Deleted" (if there is no user information) message with deletion time and information about the user who deleted it.
    • This allows tracking the full history of rating changes and conducting action audits.

4. Filter Logs by Change Type

  1. In the modal window, find filters or a dropdown list of change types.
  2. Select the change type you are interested in (for example, "Priority Change", "Watcher Additions").
  3. The system displays only logs that match the selected filter.
  4. To see all logs, remove the filter or select "All Changes".

5. Close Logs

  1. After viewing logs, click the "Close" or "Done" button in the modal window.
  2. The modal window closes, and you return to the ticket.

What Happens After

You see the full history of ticket changes:

  • You can analyze all actions that occurred with the ticket.
  • You can find who and when changed a specific field.
  • You can track work progress on the ticket.

How to Verify It Worked

  • Check that logs display correctly with all details.
  • Try filtering logs by change type and make sure filtering works.
  • Check that logs contain current information about changes.

Important Notes

  • 📝 Full History: Logs contain all ticket changes since its creation — this helps track the full history of work on the request.
  • 🔍 Filtering: Use filters to quickly search for specific change types — this is convenient for analyzing large numbers of logs.
  • 👤 Responsibility: Logs show who made each change — this helps track responsibility for actions.
  • ⭐ CSAT Events: Logs contain history of CSAT rating creation and deletion, which improves audit and tracking of rating changes. Operators and managers can see the full history of rating changes, which helps resolve disputes and analyze service quality.