Communication History
The Communications tab on a client gives you a single, chronological timeline of every interaction with that client — ticket conversations, emails, notes, and phone calls — newest first, so you never have to piece together the story from separate places.
What appears in the timeline
| Type | Where it comes from |
|---|---|
| Ticket replies | Public and internal replies on the client's tickets, including emailed conversations |
| Emails | Outbound emails addressed to the client or any of its contacts |
| Notes | Notes recorded on the client or its contacts |
| Calls | Phone calls you log manually (see below) |
Each entry shows who it was from, when it happened, an inbound/outbound indicator where relevant, and a short preview. Ticket-related entries link straight to the source ticket.
Filtering the timeline
Use the filter buttons at the top of the tab — All, Tickets, Emails, Notes, Calls — to narrow the feed to a single kind of interaction.
Logging a call
Phone calls aren't captured automatically, so log them to keep the history complete. Use the Log Call button, available from:
- the Communications tab on a client,
- a contact's detail page,
- a ticket's detail page.
In the dialog, choose the direction (outbound or inbound), optionally enter the duration in minutes, and write a short summary of what was discussed. Saving adds the call to the client's timeline. When you log a call from a contact or ticket, it is automatically associated with the right client.
Permissions
Viewing the timeline requires read access to clients. Logging calls requires the Communications permission, which the Member role has by default — so field technicians and support staff can record calls without extra setup. Read-only roles can view the timeline but cannot log calls.