For Freshdesk
Know exactly who viewed every ticket.
Ticket View automatically adds a private note each time an agent opens a ticket — building a clean, tamper-evident audit trail right inside the conversation.
Re: Account Follow-up
T
Taylor Morgan added a private note · 2 days ago (Mon, Jun 8 2026 at 3:30 PM)
👁️ Ticket viewed
Employee: Taylor Morgan (taylor.morgan@example.com)
Agent ID: 100000012345
Viewed at: 2026-06-08 20:30:00.000Z
T
Taylor Morgan added a private note · 5 days ago (Fri, Jun 5 2026 at 1:15 PM)
👁️ Ticket viewed
Employee: Taylor Morgan (taylor.morgan@example.com)
Agent ID: 100000012345
Viewed at: 2026-06-05 18:15:00.000Z