What’s new?

You now have revamped ‘Activities’ module that captures all entities within ticket details page in a detailed and structured manner. In addition to earlier version, you will now have:

• Activities triggered due to automation rules (Dispatch'r, Observer, scenario automation etc.) along with manual actions. 
  
• Activities on custom fields along with activities on default fields. 
  
• Activities of similar entities (default fields or custom fields or tasks etc.) are clubbed together in a meaningful way. 
  
• Clear distinction of System triggered activities and User triggered activities
  
• Based on role (admin/agent) ability to navigate to respective automation rule, user profile page and other entities like merged tickets directly from “Activities” tab.

What does this mean?

• Improves readability
  
• Provides richer context and helps you to consume log information quickly that helps in:

                  b) Having a log of activities on a ticket for any auditing purpose 

Absolutely, Jeremy. The plan is to enhance the Activity logs across the entire product, including admin level activity.