In the activities section of a ticket, when you are looking at the history, sometimes, the time is summarized - what I mean by this is that instead of telling you an exact time something happened, it tells you things like “2 hours ago” or “a day ago”.
While I’ve always felt like this was a nice touch to quickly summarize time, I recently had to fill out a Post Incident Report on a major incident. On our PIRs, I want the exact timeline that things occurred and I that’s when I wished it wasn’t summarized or there was a way to get the exact timing.
Instead of relying on the Activities tab to see when things happened, I had to look at individual posts and hunt down each time via emails that came out when the post was created. Since, I’m already in FreshService filling out the Post Incident Report, I don’t want to rely on the emails to tell me the time something happened - there’s a possibility that the email gets delayed throwing off the timeline. Instead, I want to use the source of truth (FreshService) to fill out the timeline reliably.
My recommendation is that you could still summarize the time, I do like that feature, but when I need an exact date/time, I’d like that to also be available so I could use it in a PIR following a Major Incident.
