View Request History

What this guide covers

This guide explains how to view the complete history of a request from creation through resolution. The history provides a timeline of every action taken on the request.

Accessing request history

1. Open the request detail page.
2. Scroll to the History section at the bottom of the page.

The history is displayed as a chronological timeline with the oldest event at the top.

Screenshot: The History section on a request detail page showing a timeline of creation, status changes, assignments, and notes.

What the history tracks

• Request created -- source, date, and initial data.
• Status changes -- who changed the status and when.
• Priority changes -- who updated the priority.
• Assignments -- who was assigned or reassigned.
• Notes added -- summary of each note with author and timestamp.
• Conversion -- link to the created job or quote.
• Attachments -- when files were added.

Using history for accountability

The history shows exactly who did what and when. This is useful for:

• Customer disputes -- verifying the response timeline.
• Performance reviews -- measuring response times.
• Troubleshooting -- understanding why a request was handled a certain way.

Tip: If a customer asks how quickly you responded to their request, check the history timeline. The time between "Request created" and the first status change shows your initial response time.

History is immutable

History entries cannot be edited or deleted. They provide a permanent audit trail for every request.

Note: The history section shows internal actions only. Customer communications are tracked separately in the communication thread.

Related articles

• Track Incoming Requests
• Manage Request Status
• Add Notes and Attachments to Requests