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Support history (Support → Timeline)

The Support page in the dashboard sidebar is the complete history of every conversation your organization has had with Orbit support. Each request shows the full thread — your original message, every public reply, in chronological order — so context from months ago is still one click away. That page exists for one reason: on many platforms, each new support interaction starts from zero — you re-explain the port-out, the billing dispute, the outage to every agent. Orbit keeps the full thread on every request, so you never have to start over. This is part of the platform’s commitment that every conversation with Orbit support stays visible to your tenant. Open it from Support in the sidebar (next to Settings at the bottom of the navigation).

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What the timeline shows

Each row is one support request — whether it started as a phone call, a chat conversation, a help-center form, or an email. A row carries:
  • Subject and a short reference (#abcdef12) you can quote when talking to our support team.
  • Status — open, pending, resolved, or closed as won’t fix.
  • Response cues on still-active requests: Awaiting reply when we haven’t answered yet, Replied when we have — so you can tell whose turn it is from the list.
  • Priority and category — priority appears when it is above normal; categories are Question, Incident, Problem, or Task.
  • Timestamps — when the request was opened, last updated, and (when finished) resolved.
Select a request and it expands in place to reveal the full thread: the chat messages that started the conversation (if it began as a chat), your original request (the summary or call transcript captured when the request was opened), and every public reply from Orbit support, oldest first. Your replies are labeled You; ours are labeled Orbit support. Files shared during the conversation appear under Attachments as read-only downloads. To reply on an open request, use Continue this conversation inside the expanded thread — it opens the reply composer for that request.

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Find a past conversation

Two tools narrow the list, and they combine:
  • Search — free text matched inside the conversation, not just the title: it covers the subject, your original request (summary or transcript), and every message in the thread. The caption below the box spells out that scope.
  • Status filter — chips for the statuses present in your history; the default All shows everything.
Select Clear filters on the empty result to return to the full list. The page loads the 100 most recent requests. When your history is longer, a footer notes that older requests are preserved — contact Orbit support to retrieve them. Inside an expanded thread, a long chat history pages back with Load earlier messages, and long call transcripts scroll in place to keep the page light.

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Export your history

The same tickets API that powers this page offers a file export — the same shape as the CSV/JSON export on the Interactions page. GET /api/v1/inbox/tickets/export downloads your organization’s request list in one file:
format selects csv (one flat row per request) or json. With format=json, add include_comments=true to inline each request’s full public reply thread. The same filters the list endpoint accepts (status, priority, category, date bounds) narrow the exported slice. Export respects dashboard/API authentication and stays scoped to your own organization.

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Who can see it

Every request is scoped to your organization: the page reads the organization’s own requests through the same authenticated endpoints the operator queue uses. Internal notes our agents write during triage and files attached to them are excluded — the page shows the public thread only. Restricted dashboard access is a tenant-owned control. If your organization restricts some roles to specific dashboard sections, a member whose role excludes this surface sees an access-restricted notice instead — ask an owner or admin to adjust the member’s role setup.

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Troubleshooting

The timeline shows “No support requests yet”. Either the organization has genuinely not contacted support, or a status filter or search is active and matched nothing — a Clear filters control appears in the filtered case. To continue a request once it appears, use Continue this conversation on the expanded thread. A request expands to a single one-line message. If the request started as a chat, the full chat thread loads inline — wait for it to resolve. If the load fails, the thread shows a retry banner with a copyable request id instead of silently showing the short preview. Forward that id to Orbit support if retrying doesn’t recover it. Search returns nothing for a word you remember. Search looks inside the conversation, but the response thread and chat content load server-side — make sure the status filter isn’t excluding the request. If the result still misses, widen the status filter to All. I need history beyond the recent window. The page loads the 100 most recent requests. Older history is preserved — contact Orbit support (from the same page) to retrieve it, or use the export endpoint above for the server-capped full slice.

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See also

  • Interactions — communication interactions across channels, with the same CSV/JSON export shape referenced above
  • Inbox setup — if your workspace also handles inbound customer support requests (this page is the inverse: your requests to Orbit)
  • Web support end to end — the customer-facing widget pipeline your own visitors use; this page is your view of conversations with Orbit support
  • Continue conversation across channels — how threads persist across channel switches