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Does HESK already do detailed internal auditing? For example, is it possible to get this kind of data from the database using sql statements:

1. Sally initially self-assigned the ticket to herself at 09:00, then she re-assigned it to Joe at 09:10

2. Joe changed the category from A to C at 10:05, and he also changed the status from New to Replied at 10:10

3. Joe edited his previous reply at 10:15 and these were his changes, then he edited it again at 10:18 and these are his latest changes.

Thanks!

Such detailed auditing is logged in sentences by HESK and doesn't show in the database structure, so it can't be used for example for creating reports directly.

You will find the history in HTML code in "history" column of the hesk_tickets table. Or, you will see it at the bottom of the page when viewing a ticket from the admin panel.

Wonderful! The Ticket History is exactly what I needed! thanks