Timeline

The Timeline is a summarized representation of all processing steps in a ticket. The individual steps are listed chronologically, with the time they occurred. By hovering over a step with the mouse pointer, the individual steps are highlighted in the conversation list of the ticket. Clicking on an entry in the timeline jumps to the corresponding step in the conversation.

Above all, this facilitates the navigation in tickets with a very long conversation history.

The options menu of the Timeline allows additional highlighting of entries in the list according to certain criteria. For example, the editing steps of the logged in user can be highlighted. It is also possible to show/hide additional fields in the timeline.

Unread editing steps are highlighted in the timeline with a colored bar and bold text.

Note: Hidden processing steps are grayed out in the timeline.

Note: If a processing step is being edited, answered, forwarded or something similar, then this step is shown with the write access icon. This way, it can be found more easily in the timeline.

By selecting an editing step in the timeline, either by clicking on the status symbol at the beginning of a line or by selecting all steps in the header of the timeline, additional ticket actions are activated:

• Copy Texts: Copies all texts of the editing steps to the clipboard.
• New E-mail: Starts a new e-mail with the texts of the selected steps.
• Reply: A new e-mail is started with the senders of the selected steps as recipients.
• Reply to All: A new e-mail is started with the senders and recipients of the selected steps as recipients
• Print: The selected steps of the ticket are offered for printing