Adding to the recent enhancements of Custom Work Types and Full Conversation History Within Notifications, we’re pleased to introduce Ticket Audit Logs to enhance your ticket management experience.

You can start using this feature later this week using the steps documented within our help system which will go live with the feature:
Ticket Audit Log Help

What does this mean for you?

Each ticket in your MSP Manager account now includes its own detailed Audit Trail. This feature captures every event and update within the ticket, along with the technician(s) responsible for each change. Within the Audit Trail, managers and technicians can:

• Easily track all actions and updates on a ticket, ensuring complete visibility into its history.
• Identify which technician made specific changes, promoting responsibility and reducing errors.
• Quickly pinpoint when and how issues were addressed, streamlining the problem-solving process.
• Maintain a comprehensive record of all ticket activities, aiding in compliance and audit requirements.
• Keep all stakeholders informed with a clear, chronological record of ticket progress and changes.
• Reduce time spent searching for information, as all updates are centrally logged and easily accessible.

Ticket audit logs provide transparency and accountability, making it easier to manage and track your tickets efficiently. We’re confident this new feature will significantly enhance your workflow and support quality assurance.

Please note the Audit Trail inside the ticket will start populating after the feature is enabled and will not include any actions taken previously.