Ticket History Log

After your customer messages are created as a ticket on the Desk360 platform, they await to be replied to or closed by the assigned customer agent. The ticket history log allows your agent to view all prior actions for the associated ticket while handling it.

To view a ticket's history data, log into the Desk360 panel and click the Support Requests tab from the left-hand side menu. Then, from the list on the left, select the ticket that you want more information about. When you click on the ticket, previous conversations with the customer will be displayed to you. To view the handled tickets in detail, select the Ticket History Log button – marked in purple in the screenshot below – available under the Main Information section.

When you select this button, you will see a popup similar to the one below. You can then access the ticket's history logs and scroll to the right in the table to reveal additional fields that are not visible in the screenshot.

The Ticket History Log contains the following data:

  • Requester: Displays the name of the customer who contacted you in this column.

  • Created at: This area displays the date and time in which your customer sent you a message.

  • Message Count: You can see how many messages were sent and received in total during the interaction with the customer. The amount of messages displayed here includes the notes shared between your customer service agents.

  • First Response Time: This section displays the date and time in which you first responded to the customer who sent you a message.

The following information can be found in the table, which can be scrolled to the right:

  • Assignee: You can see which agent has been tasked with responding to this customer message. If no automatic assignment rule exists, all Desk360 tickets will be saved on the platform without being allocated to a specific agent. In this scenario, there will be no agent information reflected in this field.

  • Group: If the customer message is assigned to a group, you can see which group is assigned to the message in this field. If there is no automatic assignment rule, all Desk360 tickets will be saved on the platform without being assigned to a specific group. In this scenario, there will be no group information displayed in the field.

  • Status: This field displays the ticket's status. For example, a ticket that has not yet been closed appears in the table with the status Unresolved. If, on the other hand, the ticket is selected and closed, the status is changed to Resolved.

  • Updated at: This field displays the date and time in which any action involving the ticket was handled most recently. Let's say you receive a customer message on June 20th, 2022, at 4:30 pm. The ticket will be updated with every action you take on this ticket with the name of the action (tagging, assigning, responding, etc.).

  • Response Time: This field displays the date and time of the response to the customer message.

  • Response Type: The type of response to the customer message is displayed here. This can be the Agent Reply type, in which users type and send their own messages, or the Auto Reply type, in which the auto-reply script delivers a message to the customer.

  • Reason: This field displays the user-selected ticket reason for the content of the customer message. For example, if a customer opens a ticket to express their satisfaction with your company, you might change the reason of the ticket to "Satisfaction."

  • Ticket Type: This field is only applicable to SDK and web forms. Customers who contact you via these channels can choose the subject of the message they want to send. Customers that send you messages via channels other than these are represented in the table as blank Ticket Type records.

  • Tags: This field displays all tags associated with that ticket. If more than one tag has been added to the ticket, you can view all the tags by hovering your cursor over them.

  • Actions: In this field, you can keep track of which actions have been made for the items in the table. For example, if you assign a ticket from an agent to another agent, the Assignment tag will appear in the Actions field. Or, when you delete a Facebook comment, the phrase Delete Comment will appear in this field.

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