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Change Log (for Administrator role users only): By clicking on this option, you can view a list of all changes and/or modifications made to the ticket or its associated tasks. For each change in the list, you'll see the type of modification, the previous value of the changed parameter, the current value, the date of the change, and the platform user who made the change. Use the date filter to quickly and accurately find changes made within a specific time range.
Additionally, with this option you’ll have access to a Business Rules Log, where you can verify if any rule was triggered or executed due to the creation, update, or management of the ticket. In this log, you can view the rule's name, the action triggered, and the date and time of the event.
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Exit: Clicking on this option will redirect you to the Tickets module so that you can continue working on another ticket and your status within the platform will change from “Busy” to “Available”. The status of the ticket you were working on will not change.
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In the "Contact Information" tab (section 2), you will see a list of the contact information (emails, phone numbers, addresses, social media, etc.) for the customer associated with the ticket. These contact information are captured when the customer interacts with the company through one of the available communication channels, but they can also be manually managed. From the list, you can Add a new contact information and Edit or Delete a specific contact information. You can also Add or Remove a contact from the platform's Block List.
To add a contact detail, select its type and enter the required information according to the selected type. Verify that all the information is correct and then click "Save" to add the new contact detail.
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