Ticket Activity Log

The Ticket Activity Log shows a complete, time-stamped history of everything that’s happened in a ticket - whether by a user, an agent, or Quack AI. It’s your go-to view for context, transparency, and decision history.

What You’ll See in the Activity Log

The Activity Log displays every event and update related to a ticket, including:

• Quack-generated actions:

  • When a Topic or Category was automatically assigned.

  • When Quack answered, escalated, or skipped a ticket - with a reason (e.g. “User asked for a human”).

• User messages: When a user submits or replies to a message.

• Agent messages: Including replies and internal notes.

• Status changes: Such as Open, Pending, or Solved.

• Other actions: Like reassignments or category updates.

Each activity includes a timestamp and source (User, Agent, or Quack), so you can quickly understand how the ticket evolved.

💡 Pro Tip: Use the Activity Log to confirm why Quack made a decision before adjusting automation settings.

How to View the Ticket Activity Log

1. Go to Explore → Tickets or Explore → Conversations.

2. From the list, click the ticket or conversation you want to open.

3. In the ticket view, select the Activity tab.

4. Review the Activity Log to see every action, message, and update

💡 Pro Tip: The Activity Log updates automatically as new actions occur, so you’ll always see the latest activity.