Ticket History: View and Manage Past Interactions

The Ticket History sidebar provides a comprehensive overview of a customer’s previous support interactions with your brand. This centralized view allows agents to gain immediate context without leaving the current conversation, ensuring a seamless and personalized support experience.

By reviewing past tickets, agents can identify recurring issues, see previous resolutions, and understand the customer’s journey over time.

Key Features of Ticket History

The Ticket History column is located on the right-hand side of the ticket interface, and is accesibly by clicking the tickets link in the Activity section.

Once viewing the ticket history, each entry in the history provides a high-level summary of a past interaction:

• Assigned Agent: Quickly see which team member handled the previous request. If a ticket was resolved by automation or remained in a queue, it will be marked as "Unassigned."

• Channel Identification: Each history entry displays an icon representing the channel the customer used (e.g., Email, Chat, SMS, or Social Media), helping you understand how the customer prefers to communicate.

• AI-Applied Tags: To save time, our AI automatically analyzes the content of past interactions and applies descriptive tags—such as Shipping, Order Tracking, Recommendations, or Refund. These tags allow agents to see what a ticket was about at a glance without having to read through old threads.

• Status and Timestamp: Monitor when a ticket was closed and the exact date and time of the last interaction.

  

Navigating the History

The Ticket History is designed for both quick scanning and deep-diving:

1. Quick Review: Use the AI tags and agent names to get a quick summary of the customer's history.

2. Full Context: If you need more detail on a specific past issue, simply click on the ticket preview within the history column. This will open the full transcript and internal notes for that specific ticket, allowing you to see exactly how the previous case was resolved.

3. Filtering: You can sort the history by "Newest" or "Oldest" and filter by ticket status (e.g., Closed, Open) to find the most relevant past data.

Why Context Matters

Using the Ticket History section reduces "customer fatigue" by preventing users from having to repeat information they’ve already provided in the past. It empowers agents to provide "proactive support"—for example, if you see a previous tag for Shipping Delay, you can acknowledge that frustration while handling their current inquiry.

Need more help? Check out our guides on Managing Your Inbox or Understanding AI Tagging.