See ticket history, rename, print or mark unread
Show every event on a ticket, such as assignments, tags and rules, rename an unclear subject, print the conversation and mark a ticket as unread.
Last updated 2 min read
Every change on a ticket is recorded. The history shows who did what and when, including actions taken by rules and the AI agent. The same menu also renames, prints and marks tickets as unread.
Before you start
- Who can do this: everyone can see history and print; agents, admins and owners can rename and mark unread.
- Plan: all plans.
Step by step
- Open the ticket.
- Press More actions (⋯) in the header.
- Choose what you need:
- Show all events shows assignments, status changes, tags, rule firings and order actions in the timeline. "No ticket events yet. Assignments, status and tag changes show up here." appears when there are none.
- Rename ticket changes the subject. You can also click the subject (Rename this ticket).
- Mark as unread puts the unread dot back.
- Print ticket opens a clean print view and your browser's print dialog.
- Summarize with AI writes a short summary. See Summarize a ticket with AI.
What happens next
With events shown, each one appears in the timeline in time order. Hushdesk remembers your choice, so events stay visible on other tickets until you hide them again.
Examples of recorded events
| Event | Example |
|---|---|
| Assignment | "took the ticket", "assigned the ticket to Aiza" |
| Status | "closed the ticket", "set to waiting on customer", "reopened" |
| Tags | "added the tag refund" |
| Team, queue, priority | "set the team to Returns", "set the priority to High" |
| Snooze | "snoozed the ticket for 3 d" |
| Orders | "refunded £12.00 on #1042" |
| Rules | The rule's name and what it did |
| Merge, Trash | "merged another ticket into this one", "moved the ticket to Trash" |
Ticket history and the audit log
The ticket history shows what happened to one ticket. Workspace changes, such as new rules, macros, users or app connections, are in the audit log under Settings > Audit logs. See View the audit log.
Tips
- Turn events on while training new agents; it shows how the team works.
- Use the history to explain to a customer what happened and when.
- Print to PDF when you need a record for a dispute.
Troubleshooting
"The subject cannot be empty"
A subject needs at least one character.
"Marked as unread" did not seem to do anything
The dot shows in the list. If a view only shows unread tickets, the ticket now appears there again.
Frequently asked questions
How do I see who changed a ticket?
Open More actions in the ticket header and choose Show all events. Events then appear in the timeline between messages, such as Aiza assigned the ticket to Nicole, Rule added the tag refund or Kaye refunded £12.00 on #1042, each with the time. Choose it again to hide them.
Can I rename a ticket's subject?
Yes. Open More actions and choose Rename ticket, or click the subject itself, labelled Rename this ticket. Type a clearer subject and save. The activity log records renamed the ticket. Customers keep seeing their own subject in their mailbox until you reply.
How do I print a ticket?
Open More actions and choose Print ticket. Hushdesk prepares a clean print view of the conversation without the menus and sidebars, then opens your browser's print dialog, where you can also choose Save as PDF to keep a copy for a dispute or your records.
What does Mark as unread do?
It puts the unread dot back on a ticket you have opened, so it stands out in the list again, for you and for views filtered by unread. Use it when you opened a ticket by mistake or want to come back to it.
Are rule actions shown in the ticket history?
Yes. Every time a rule fires, the ticket records an event naming the rule and what it did, for example Rule Refund keywords added the tag refund. That makes it easy to see why a ticket was tagged, assigned or closed without anyone touching it.
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Related articles
- Assign a ticket and set its team and priorityGive a ticket to a teammate, take it yourself, set a team and priority, move it to a queue and tag it, all from the ticket header and sidebar.
- Merge and unmerge ticketsCombine two tickets from the same customer into one conversation, and undo it with Unmerge if you merged the wrong one. Messages and history move across.
- Summarize a ticket with AIGet a two to four bullet summary of a long ticket, covering what the customer wants, what has been done and the next step, before you pick it up.
- Create a rule to automate ticketsBuild a When, If, Then rule that tags, assigns, prioritises, snoozes or answers tickets automatically, test it on recent tickets and switch it on.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.