The Print Ticket History app

A readable copy of a whole ticket. For disputes, audits and anybody without a Zendesk account.

A readable copy of a whole ticket. For disputes, audits and anybody without a Zendesk account.

Use it

1. Install the app.
2. Open the ticket.
3. Print or save the history.

When it is needed

• A complaint or dispute where the exchange has to be produced.
• A legal or regulatory request.
• A colleague outside support who needs the full context.
• An audit asking for evidence of how a case was handled.

Check what it includes

Internal notes may be in the output. Sending a printed ticket to a customer or an outside party with internal discussion in it is a disclosure, and it is easily missed.

Read the file before sending it, every time.

It leaves the platform

Once saved, the file is outside every access control you have configured. It contains the customer's own words and often their personal details.

Agree where these files live and delete them when the matter closes.

Prefer sharing the ticket

For a colleague inside the company, a light agent account and a link is better than a file: it stays current, it stays inside the controls, and there is no copy to forget about.

Date it

A printed ticket is a snapshot. If the conversation continued afterwards, the copy is incomplete, and anybody reading it later has no way to tell.

See also

• Light agents: what they can and cannot do
• Handling a data subject request
• Protecting your customers' data