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Improve Ticket History (Show Activity)

Related products:Freshdesk
  • January 25, 2016
  • 1 reply
  • 20 views
D
Apprentice

Hi Freshdesk,


I would love to see the ticket activities/history improved (i.e. what you see when you toggle the "show activity" button to ON in the ticket view).


Specifically, I'd like to see the original ticket status before it was changed.  At the moment I see this:


Bob Smith updated 4 days ago (Fri, 22 Jan at 9:07 AM)

updated ticket type to Feature Request


And I would love to see this:


Bob Smith updated 4 days ago (Fri, 22 Jan at 9:07 AM)

updated ticket type from Open to Feature Request


Thanks for your kind consideration.


Regards

David


1 reply

A
Contributor

Hi David,


Thanks for waiting patiently for this feature. Glad to let you know that our activities feature has been largely enhanced and going forward we will be recording a lot of additional actions executed on a ticket, including changes made by automations. You can use the following link to learn more:

https://support.freshdesk.com/support/solutions/articles/37589-viewing-ticket-activity-history


Now coming to your request, I understand that showing the previous and current value during a property change can be quite useful as only recording changes do not explicitly give you the context of the previous value. So to help you achieve this and at the same time maintain consistency with our previous design, we will include the ticket properties at the time of ticket creation going forward. This implies that when you are looking at the activity log, you will see the values of the ticket properties set during ticket creation followed by all changes done to the ticket which will help you get a complete context of the changes made. 


I hope this helps solves your requirement, even if not exactly implemented in the way you suggested.


Thanks,

Arvind.

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