Ticket History
Ticket history is a crucial feature within a Helpdesk system, providing a comprehensive record of all interactions and updates associated with a specific customer support ticket.
This sequential log offers valuable insights for both customer service representatives and managers.
Accessing Ticket history for a customer
Go to Helpdesk from BIK Dashboard.
Select the customer chat for whom you would like to access the ticket history.
Look for the right panel and click on the history icon.
There are two options in the ticket history drop down menu.
History
This provides you with all the tickets against the customer across all channels.
You can find more details like ticket stage and Agent assigned on hovering it.
Icon beside the ticket ID gives you a hint whether the ticket is in open or closed state.
You have the channel icon on the right to find from which channel customer reached you.
Below the ticket ID you can find the date and time the ticket was created.
Clicking on the ticket takes you to particular chat of the customer.
Activities
This provides you all the information regarding the activities done for the customer irrespective of the ticket ID.
Activities include assignment of agent, adding of label, private note being sent, flow triggered by the agent, snooze activity.
You can find the ticket ID for which activity performed by hovering over it.
You can find all the activities for all channels against a customer.
Breakdown of how ticket history functions in helpdesk:
Recording Interactions: Every major action taken on a ticket, such as assignment, ticket Stage changes, private notes, gets automatically documented in the activities of ticket history.
Transparency and Accountability: The activities provide a clear view of the communication flow between the customer and the support team, like assignment time, closure timer any flows triggered fostering transparency and accountability.
Improved Customer Service: By reviewing the history, agents can gain context about the issue, understand previous solutions attempted, and deliver more efficient and personalised support.
Customisation: We allow customisation of the information captured in the history log, enabling users to focus on specific details relevant to their needs by filtering the records to a specific range using the date filter on the top right corner.
We limit the records to 50 in both History and activities
FAQs
1) How far back can I view ticket history?
You can view 31 days ticket history from the current date.
2) Can I customise what information is displayed in the ticket history?
Yes, we allow to customise the ticket history using date filter.
3) Can I view all channels activities in the activity history?
Yes, you can view all channels activity history against a customer in the right panel.
4) Can I navigate to the ticket chat from the right panel?
Yes, You can navigate to the the ticket chat by clicking on the on the ticket ID.
For further assistance or to raise feature requests related to ticket history, please contact [email protected]