The ticket history page view is available via the Record History page.
Ticket history gives you all the details of a ticket including the full transcript of the interaction. The screen is split into 2 main sections but note there are some options outside the Ticket view.
1 - the interaction pane
2 - the summary and history pane
Key to elements on the page
 | Open the User interface to reply to the thread |
 | Add a note to the interaction |
 | Edit the text in the message |
 | Attachment with size |
 | Delete the attachment (non recoverable) |
 | Message flagged as OVER exception |
 | The message was replied to OVER the SLA (The time will be displayed on hover) |
 | This message closed the thread |
 | Notifies of an automated message, such as if there's no response for a set time |
 | Details of when the session was terminated |
 | Outcome used on the interaction |
 | Click to expand the conversation |
 | Download either a simple text or more visual .pdf of the transcript. |
 | Expand/contract the interaction area |
 | Takes you to the ticket history view |
Page view for each interaction type
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| Webchat |   |
| SMS |  |
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