View Ticket Activity
The Activity tab on tickets allows you to view a log of all notes and communications with the customer on your tickets.
| This article addresses the read-only display of existing activity entries on the ticket Activity tab. For information on adding new ticket activity at the top of the tab, see the Add Ticket Activity article. |
| Activity detail items on this screen with an orange background are set to the Internal Type. These notes are internal only and not visible to your customers in any way. |
Each field on the ticket Activity tab for viewing existing ticket activity is defined below.
| No. | Label | Definition |
| 1 | Activity Notes | Select this tab to view Public and Internal ticket activity items that were manually entered. |
| 2 | System Entries | Select this tab to view system-generated activity items. System entries are automatically logged when users make changes to the ticket Status, Priority, Severity, or Tech Assigned. |
| 3 | Hide Public | Check this option to hide ticket activity items set to the Public Type. This option is only available on the Activity Notes tab. |
| 4 | Hide Internal | Check this option to hide ticket activity items set to the Internal Type. This option is only available on the Activity Notes tab. |
| 5 | <Created By> | Indicates the rep or system that created the ticket activity item. For system-generated ticket activity items, the rep who performed the action that triggered the system-generated item may display. |
| 6 | <Sentiment> | General sentiment for the note received from the customer based on an AI analysis of the response, which will become more accurate over time. Sentiment options include Positive, Neutral, and Negative. NOTE: Sentiment only displays on activity notes received from the customer. |
| 7 | <Created> | Date and time when the ticket activity item was added to the ticket, either manually or by the system. |
| 8 | <Topic> | Topic of the ticket activity item. Topic options include Note and Work Performed. System-generated Topics include Email Sent, Priority Change, Severity Change, Tech Change, and Work Requested. |
| 9 | <Type> | Type of the ticket activity item. Type options include Public and Internal. |
| 10 | <Note> | Note or message added to the ticket activity item. System-generated ticket activity items include relevant details about the action that initiated the ticket activity item. |
These actions are available on the Activity tab.
- Log a new activity by entering the relevant information and clicking Submit in the upper portion of the tab. See the Add Ticket Activity article for more information.
- Filter the items displayed on this screen by clicking the Hide Public option, which hides activity notes set to the Public Type.
- Filter the items displayed on this screen by clicking the Hide Internal option, which hides activity notes set to the Internal Type.
- Mark unread emails received from your customers as read by clicking the Mark as Read button.