How can I track ticket changes and identify who made them?

Thena’s platform provides a detailed audit trail for every ticket, ensuring transparency and accountability from start to finish. Every action—whether by a human or AI agent—is logged with timestamps, actor info, and notes or justifications.

Here’s what you can monitor:

• Status updates: Track transitions like Open, In Progress, or Closed

• Comment activities: See when comments are added, edited, or removed

• SLA modifications: Monitor changes to response or resolution timelines

• Ticket summaries: View AI-generated ticket recaps

• Assignments: Know who assigned or reassigned the ticket

• Field changes: Catch any updates to custom or default fields

• Automation actions: Log actions taken by AI agents (e.g., auto-respond, escalate)

• And a lot more: Everything from approvals to internal notes is covered

You can easily access this audit trail via the ticket’s Activity tab—review any event, anytime.