The various actions performed on a ticket, such as moving it from one department to another or changing the status at some point are important actions that need to be recorded. All changes to a ticket are recorded within the activity log and displayed under the ticket summary for each ticket - ensuring you have an audit trail to refer to when tracking how a particular ticket has been handled right from the time it was submitted. Highly beneficial when rating service quality and/or responding to queries raised by end users on how their service request was handled.