Running history of ticket updates

[trgteam]

Is there an easy way to have a running list of updates to a ticket that the client sees and cannot be modified once saved?

Context, we send an automated email to clients when the status of their ticket changes. It would be nice to include the new status in the email (what was actually changed) without affecting the entire description field each time. It seems vulnerable to someone inadvertently messing up what is in the description field.

Thanks!

[Support Team]

Thank you for posting this.

In general, Tickets can always be updated by a user with the relevant permissions.
In addition, the system automatically tracks changes to some fields, such as the Ticket Manager and Status, and adds an audit record for each such change. The Ticket's free-text Description field is not currently a part of the list of fields that are audited. In other words, the app does not currently hold which exact sentences/words changed within the Ticket description field and therefore at this time this cannot be included.

As you mentioned, you can configure automated email alerts to be sent to the customer when the ticket Status field changes and the current (so the new) status is reflected and listed as part of such an alert email content.

In addition, and depending on the email template you use, when status is changed within the open statuses, the email also lists the previous status and the current as well, for example: Ticket status has changed from New to In-House Service.
Thanks for asking. Hope this helps!