Product Documentation

ADMIN: Audit Trail Options

Awesome Support can allow agents to edit tickets and replies and maintain an audit trail of those edits.  Additionally, agents can be allowed to delete replies and, of course, an audit trail maintained for the deletions.

To configure audit trail options, go to TICKETS->SETTINGS->PERMISSIONS and scroll down to the EDITING HISTORY section.  You can turn on/off related options and assign roles as described in that section.  Don’t forget to scroll down to the bottom of the page and click the SAVE CHANGES button!

View Audit Trail for Opening Ticket Post

An agent or admin can view the audit trail for the opening post of a ticket by simply clicking the VIEW HISTORY button at the bottom of the post

View Audit Trail for A Reply

To view the edit history for a reply simply hover over the reply and click the HISTORY icon:

When an agent views history, it will look something like this:

Smart Chat
Smart Replies add-on Chat X