Using the Support Ticket Event Log

You can see every action, or event, that has been performed on a support ticket. Each event is listed with its event ID, the date and time the event occurred, the action that was performed, the user that performed the action, and the IP of the event, if applicable. You can enable any selected events to be visible to your clients.

Accessing the Support Ticket Event Log

1. Access the Support Manager 
2. View the ticket 
3. Click Event Log.
   
   The Event Log page appears.
4. Click Return to Ticket to close the Event Log and return to the support ticket.
   

Filtering Support Ticket Events

You can narrow the ticket events to display ones that match your selected criteria.

1. Access the Event Log.
2. In the Begin Date field, enter the date for the starting range.
3. In the End Date field, enter the date for the ending range.
4. In the By User field, select the user who performed the action.
5. In the By Event Type field, select the type of event to look for, either user assignments, ticket state changes, client/service assignments, priority changes, impact changes, department changes, client activity, follow ups/comments, or time spent updates
6. Click Filter Events.
   

Sharing Ticket Events with Clients

1. Access the Event Log.
2. Filter ticket events to find the ones you want to share, if necessary.
3. Select Client Viewable.
4. Click Update.