Why note add or edit is not logged in the Ticket History?

[ztank]

Hello there,

I noticed that whenever a note is added/edited in a ticket, that activity is not logged in the Ticket History.
Is it by design? I guess so.

[edit] I just realized the same happens for replies too.

I would agree that not even the log of creating/editing an internal note shouldn't be visible to the customer but it may help agents/admins tor better view the real sequence of events for every specific ticket.
I would suggest to show to customers the Ticket History as it is right now, and to show to agents/admins the full history enhanced with all the atomic activities happened to the ticket from its creation onward, including notes creations, edits, etc (maybe showed in different color and/or font to facilitate the understanding that those lines are only visible to agents/admins).

Would it sound as a reasonable idea?

Open for discussion here.
Thanks.

[Klemen]

Correct. Currently, these things are not being logged into ticket history. No special reason behind it, but originally the ticket history was added to keep track of actions not usually visible (replies and notes are. Yes, I know they can be deleted or modified).

Our goal is to add an "audit log" functionality in Hesk in the future which will log things much more in detail so not sure if we will expand the ticket history log (it will be replaced by audit log), so if this is something you need your best bet would be to add the required code yourself (or hire someone for help).

[ztank]

Any chance this feature can be added to one of the next releases?
Besides the audit log which I believe is a great idea, having a more accurate ticket chronology, which includes notes logging, would be of huge help for agents in my opinion.
Thanks for considering it.
Regards.

[Klemen]

No promises as not sure how much sense it makes spending our limited time developing a feature that will be replaced in the future with something else.

If you hire a PHP developer they shouldn't have a problem adding this to your help desk though.

[ztank]

Ok thanks for your sincerity. I will evaluate your suggestion too.
Regards.