Audit trail of notifications
Currently, if you look at the Activities tab on a ticket it shows the changes people make, which is great as an audit trail, but notifications are not recorded there.
The automatic notifications especially should be recorded here so support staff can clearly see that emails are definitely sent (or not) when talking to customers.
5 people like this idea
I agree with this. I think everything that the system does should be listed in the activities so that anyone looking at the record can see what the customer has received and exactly what has changed the record (which workflow automator, business rule, agent, etc).