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Introducing Ticket History!

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After months of hard work from the dev team, we are super excited to release a feature that many of you have been eagerly anticipating, ourselves included. Today we present to you… Ticket History!

What is “Ticket History” exactly?

Ticket History is an activity history of all the actions that have occurred on a ticket. So, if you’ve ever wondered who did what on a ticket and when, our new ticket history lets you see exactly that. (If you just giggled with giddiness, don’t worry, you’re not alone.)

Now, right within the ticket thread, you can see what actions were taken and the agents who took them.

You’ll see things like status changes, priority changes, assignments, snoozes, and read receipts. You can also see when a rule runs against a ticket and causes one or more of these actions.

Basically you now have the power to track the entire history of the ticket from open to close. :)

Ticket History is live for all accounts today. If you have any feedback, or want to send a high-five to our dev team, we’d love to hear from you: support [at] groovehq.com.

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