Audit trail
Answer 'what happened on this ticket' in ten seconds
Hookdesk records the whole life of a ticket: capture, rule matches, assignments, status changes, edits, replies and closure. When a customer disputes a timeline, you have the timeline.
- Immutable event history attached to every ticket
- Shows which rule caused an assignment or priority change
- Includes internal notes, merges, splits and links
- Readable by supervisors and admins for review or compliance
Audit trail
Live in your workspace
- Complete record
- Automation attribution
- Actor tracking
- Dispute resolution
- SLA evidence
Inside the workspace
What your team actually sees
The activity panel on the right of the thread lists each event with actor and timestamp, including automation acting on the workspace's behalf.
- HD-418212m left
Invoice total looks wrong
Priya - Northwindbilling - HD-4181breached
Cannot sign in to the portal
Marcus - Arclightaccess - HD-41781h 40m
Order SO-88213 never arrived
Dana - Kestreldelivery - HD-41743h 05m
How do I add a teammate?
Sam - Fielderhow-to - HD-41706h 12m
Refund request for March
Ana - Looprefund
Invoice total looks wrong
HD-4182 - Northwind Ltd - priority: high - owner: Rae S.
Priya Raman - customer
09:12
Our March invoice shows 14 seats but we only have 11 active agents. Can you check before we pay?
Internal note - not visible to the customer
Billing exported the seat log: 3 seats deactivated on 12 March, pro-rata credit due.
AI draft - grounded in docs + 42 past resolutions
Hi Priya, you are right - three seats were deactivated on 12 March. I have raised a pro-rata credit of £186 against invoice INV-2291 and it will appear on your next statement...
Customer
- Priya Raman
- priya@northwind.co
- Client
- Northwind Ltd - Tier 1
- Open tickets
- 2
- CSAT
- 4.8 / 5
SLA
- First response
- 12m left
- Resolution
- 5h 40m
- Policy
- Tier 1 - business hours
Audit trail
- 09:12 captured from support@
- 09:12 rule "billing" set priority high
- 09:12 round-robin to Rae S.
- 09:14 AI draft generated
Capabilities
Built for this job, not bolted on
Complete record
Nothing important happens to a ticket without an event being written.
Automation attribution
Rule-driven changes name the rule, so bad routing is diagnosable.
Actor tracking
Every entry names the agent, customer or system that caused it.
Dispute resolution
Prove when the first response was sent and what it said.
SLA evidence
The events behind an attainment number are inspectable, not a black box.
Searchable
Filter the history to a single kind of event on busy tickets.
How it runs
From arrival to answer
- 1
Capture
The inbound message and the mailbox it came from are logged.
- 2
Automate
Each rule that matches writes its own entry.
- 3
Work
Assignments, edits, notes and replies append as agents act.
- 4
Close
Resolution, CSAT and any reopen are all part of the same record.
Detail
The small print that matters
Where it lives
Activity panel on the ticket, and admin-level exports.
Retention
Kept for the life of the workspace; enterprise plans can set longer contractual retention.
Editing
Events cannot be edited or removed by agents.
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