Finding what just changed
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Everyday work
Working the ticket queue
The bell: what it tells you
Undoing a ticket you moved by mistake
Getting tagged in Slack
Finding what just changed
Right-click a ticket to deal with it
Reading a call transcript
Features you can turn on and off
Call transcription
Transcript enrichment
Ticket detection
AI-answered call tickets
/todo notes make tickets
Unanswered-call tickets
Turning features on and off
Every change to every ticket, newest first — useful when something moved and you are not sure what.
**Recent activity** is in the menu on the left of the ticket queue. It lists every change to every ticket, newest first: what moved, from which status to which, who did it, and when.
It is the page for "I just clicked something and I am not sure what." Find the change, click the customer's name, and the ticket opens.
Reading a row
- **When** — how long ago, and the actual clock time underneath, so you can match it against your own memory.
- **Ticket** — who the ticket is about, and what kind it is.
- **Change** — the status it came from and the status it went to. A row with only one status is the ticket being created.
- **Who** — the person who made the change. Changes the platform made on its own say **detector**.
Putting something back
There is no undo button here on purpose. Open the ticket and move it back the normal way. That is a genuine second change and it appears in this list too — which is the honest record of what happened, rather than a history quietly edited to look like the mistake never happened.
ⓘIf you catch it within a few seconds, the **Undo** bar at the bottom of the queue is quicker — nothing has been saved yet at that point.