Audit Trail: Know What Happened, When, and Who Did It

ShuttlePro Audit Trail tracks key actions and changes across conversations, tickets, users, ownership, and status updates. It helps support managers see what happened during customer interactions, complaint handling, escalations, and handoffs.

For example, managers can review when a ticket was created, who assigned it, who updated the status, when a handoff happened, and what actions were taken before the issue was closed. This makes support activity easier to verify without relying on screenshots, memory, or manual updates.

Audit Trail helps managers reconstruct the full history of a complaint or escalation. When a customer issue moves through different agents, teams, or ticket stages, ShuttlePro keeps a record of important actions so managers can review the case with proper context.

This is especially useful for delivery complaints, return issues, courier disputes, delayed follow-ups, or customer claims where the team needs to understand who handled the case, what changed, and when the action was taken.

ShuttlePro Audit Trail works closely with Ticketing by keeping a record of actions taken inside complaint tickets and follow-up workflows. When a ticket is created, assigned, updated, replied to, commented on, escalated, or closed, the audit trail helps managers review the activity history.

This gives teams better accountability because the ticket is not just a status label. It becomes a traceable workflow connected with customer conversation history, internal updates, agent actions, and resolution steps.

Yes. ShuttlePro Audit Trail helps managers review agent accountability by showing important support actions such as ownership changes, ticket updates, internal comments, status changes, and handoffs.

When used with Agent Performance, managers can understand not only how many conversations or tickets an agent handled, but also what actions were taken during specific cases. This helps supervisors review quality, identify missed follow-ups, and coach agents using real support activity.

In high-volume WhatsApp-first support, conversations can move quickly between agents, queues, tickets, and escalations. Without an audit trail, it becomes difficult to verify what happened, who handled the issue, and whether the correct follow-up was done.

ShuttlePro Audit Trail helps support teams maintain clarity during sale days, campaign spikes, shift changes, and complaint-heavy periods. It reduces confusion by keeping a reviewable history of support actions across the Unified Inbox and ticket workflows.

No. Audit Trail does not replace KPIs or reporting. KPIs show performance trends, while Audit Trail helps managers review the detailed history of specific actions and cases.

For example, Agent Performance can show workload, response patterns, and ticket activity, while Audit Trail can show what happened inside a particular complaint, handoff, or escalation. Together, they help teams improve support quality, accountability, and operational control.