Ticket events

A Full Audit Log of Every Ticket

Every assignment, status change and reply is written to the ticket's timeline. You always know what happened, when, and by whom.

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Nothing happens off the record

Support work moves fast and passes through many hands. Without a record, the story of a ticket gets lost. Who changed what? When? Why?

Mindmore keeps a full audit log on every ticket. Each assignment, each status change, each reply is written to the ticket's timeline as it happens. The result is a complete and reliable account of what took place.

Why this matters in daily work

A clear history is not bureaucracy. It is what makes a busy support team dependable:

  • Hand-offs work. An agent who takes over a ticket sees the whole story at a glance.
  • Questions get answered. If a customer asks what was promised, the record shows it.
  • Managers see the real picture. How did tickets actually flow? Where are the bottlenecks?

The timeline lives on the ticket itself. The context travels with the work — there is no second system to check.

Part of a complete helpdesk

Ticket events record what the rest of the helpdesk does. They log the results of auto-routing and team collaboration. And when a chat conversation is handed over to a person, that step becomes part of the same history. One customer, one story — not scattered fragments.

Frequently asked questions

Everything that matters: when the ticket was created and from which channel, every assignment, every status and priority change, and every reply. Together this gives you the full history of the ticket.
Two reasons. First, whoever takes over a ticket sees at once what has already happened. Second, if a question comes up later — what was promised, who did what — the record answers it.
Yes. The timeline is part of the ticket. There is no separate log to search and nothing to reconstruct afterwards.

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Assign, Prioritise and Track Every Ticket

Assign tickets to the right person, set priorities, leave internal notes. Everyone knows who is doing what — nothing is answered twice, nothing is forgotten.

Auto-Route Tickets to the Right Team

Every channel routes its tickets to the right group automatically. No manual sorting, no ticket sitting in the wrong place.

Email, API and Chatbot Tickets in One Inbox

Email, API requests and chatbot conversations all become tickets in one queue. Your team works from a single inbox — not three different tools.

One knowledge base — chat and support always in sync

The same knowledge that powers your website chat also powers your helpdesk, so customers and agents always give one consistent answer — never a contradiction.

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