Change Log - View Ticket Changes

While managing a team of agents, staying informed about changes made to a ticket is crucial. In this article, we'll explore the essential guide on how you may obtain the historical changes made within a ticket, providing insights into the valuable information they contain. 

The Change Log shows information ranging from:

  • When the ticket was received
  • Timeline of particular changes made
  • Agent/s that have made changes to a ticket
  • Triggers that were applicable on the ticket
  • When the ticket was closed / deleted / restored

To access the Change Log, please follow the steps below: 

  1. Access the Ticket > Click on Setting Gear Icon
  2. Click on Change Log

As shown via the screen-shot below, you'd be able to see the list of various changes made to a ticket & chat. 

If you have any questions at all, please feel free to reach out to us by sending an email at

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