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Documentation for the support system

Activity timeline

This page displays the Activity Timeline view of the support system. This page provides a chronological log of all actions performed on a service request, helping users understand how an issue has progressed over time. The timeline includes entries created automatically by the system as well as activities added manually by users. The timeline screen is divided into two main sections.

1. Left column — Timestamps and Users

  • Shows when each activity occurred (date + time).

  • Displays how much time has elapsed between entries.

  • Indicates who performed the action (e.g., user, system).

This makes it easy to track delays, follow the workflow, and identify responsible parties.

2. Right column — Activity Cards

Each event is represented by a card that includes:

  • Activity type
    Examples: Created, Change status, Add description

  • Description of the action
    Additional text may appear when the user explains what was done.

  • Action buttons

    • 📄 Expand/open details

    • 🗑️ Delete entry (if the user has permission)

These cards allow users to quickly review progress, understand what changed, and access context.

🧭 Types of Activities Shown

The timeline may include several types of actions:

Created

Indicates the moment the service request was opened.

Change status

Shows updates to a ticket’s workflow state, such as:

  • Open → In Progress

  • In Progress → Waiting for Provider

  • Waiting for Provider → Resolved

Add description

Represents additional notes or updates from the user.
These often include:

  • investigation results

  • communication summaries

  • reproduction steps

  • status explanations

Example from your screenshot:

Investigated the suspension status, reviewed API provider notifications, and confirmed that traffic was blocked due to exceeded rate limits.

System-generated entries

Some actions (e.g., automated status updates) may appear automatically depending on the system configuration.

📝 How Users Should Use This Screen

1. Review progress

Users can follow the timeline to understand how the request has evolved.
It helps answer:

  • What was done?

  • When was it done?

  • Who performed the action?

2. Add new activity

Clicking ADD allows users to record:

  • status changes

  • progress updates

  • notes

  • decisions

  • troubleshooting steps

3. Maintain transparency

All important interactions should be logged in the timeline so the entire team has clear visibility.

4. Validate actions

Supervisors or reviewers can verify that:

  • steps are performed in the correct order

  • time between steps is reasonable

  • required documentation is included

⭐ Best Practices for Timeline Entries

  • Keep descriptions clear and concise.

  • Document decisions and important findings.

  • Include timestamps for key events (if not added automatically).

  • Make sure each entry reflects meaningful progress.

  • Avoid duplicating information already present in the ticket description—use this space for updates.