Viewing the Audit Trail

What is the audit trail?

The audit trail is a chronological log of every action taken on a ticket. It shows who did what and when - assignments, state changes, replies, comments, label changes, and more. This gives your team full visibility into the lifecycle of any customer conversation.

What actions are recorded?

The audit trail tracks:

  • Replies - When an agent replied to the customer, and who sent it
  • Comments - Internal comments added by team members
  • Assignments - When a ticket was assigned to an agent or team, and by whom
  • State changes - When a ticket moved between Unanswered, Answered, and Archived
  • Label changes - When labels were added or removed
  • Merges - When another ticket was merged into this one
  • Forwarding - When a ticket was forwarded outside SupportBee

Each entry in the trail includes a timestamp and the name of the agent who performed the action.

How do I view the audit trail?

Open any ticket and scroll through its history. All actions are displayed inline in chronological order alongside the customer messages and agent replies. System events like assignments and state changes appear as compact entries between messages.

Why is the audit trail useful?

The audit trail is especially valuable when:

  • Multiple agents handle the same customer - You can see exactly what happened before you took over
  • Resolving disputes - You have a clear record of who said what and when
  • Training new agents - Review how experienced agents handled similar tickets
  • Accountability - Every action has an owner, so nothing happens without a trace
  • Compliance - Maintain a complete record of all customer interactions