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Support history (Support → Timeline)

This is the support-history reader in the Inbox family. The Support page in the dashboard sidebar does not introduce a new store — it re-reads the same inbox ticket endpoints the operator queue uses and presents them as 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.

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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 — GET /inbox/tickets for the list and GET /inbox/tickets/:id/comments for each thread — so any authenticated member who can reach the dashboard Support section sees the same history. Internal notes our agents write during triage and files attached to them are excluded — the page shows the public thread only. Two seats matter beyond reading:
  • Replying. To write back on an open request you need a seat allowed to post on the tenant’s inbox tickets — the Continue this conversation button inside an expanded thread deep-links to the tenant’s ticket-comments surface, where the reply is composed and sent under your own name. A member whose role is read-only on the inbox can read the same thread here but cannot answer it from either surface.
  • Restricted roles. 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. Dashboard section restriction is a tenant-owned control.

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Prerequisites: reading and replying need the right seat

There is nothing to configure: the timeline reads the same authenticated, org-scoped endpoints the operator queue uses, so every request your organization has ever opened appears here with no setup step.

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Walk one ticket end to end

Take a billing dispute that started in chat last month:
  1. Find it. Type “invoice” into Search — search matches inside the conversation, not just the title, so the request surfaces even if its subject says something else. If you know roughly when it started, the Status filter chips cut the rest of the list away.
  2. Read whose turn it is. The row shows Awaiting reply if we owe you an answer, Replied if the ball is in your court, plus the opened / last-updated / resolved timestamps.
  3. Expand it. The thread opens in place — the original chat (or the call summary captured when the request was opened), then every public reply oldest-first. Long chat histories page back with Load earlier messages; long transcripts scroll in place. Attachments from either side sit under Attachments as read-only downloads.
  4. Reply. Use Continue this conversation inside the expanded thread — it opens the reply composer for that request, and your reply lands in the same thread labeled You.
  5. Close the loop. When the request resolves, the status chip flips to resolved and the resolved timestamp stamps on the row. The thread stays readable — a resolved request is never removed from your history.

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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 and reveals them in Show more pages, so long lists stay light in the browser. When your history is longer than the recent window, a footer notes that older requests are preserved — contact Orbit support to retrieve them.

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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, type, opened_after, opened_before, and the rest — narrow the exported slice, and they AND-combine.
  • The export is capped by the server; when the slice overflows the cap, the JSON response sets truncated: true so you can narrow the filter and pull the remainder.
Export respects dashboard/API authentication and stays scoped to your own organization.

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FAQ

Who can see the Support history? Any authenticated member of your organization whose role includes the support-history surface — the page re-reads the org-scoped GET /inbox/tickets / GET /inbox/tickets/:id/comments endpoints, so visibility follows your tenant’s own role setup, not a platform gate. What does a restricted role see? A member whose role setup excludes this surface sees an access-restricted notice instead of the list. Dashboard section restriction is a tenant-owned control — an owner or admin adjusts the member’s role to include it. How do I reply on a past request? Use Continue this conversation inside the expanded thread. It opens the existing ticket-comments composer for that request, where your reply is written under your own name — the Support-history page itself is the reader, the composer is the writer. Can I download the attachments on a thread? Yes. Files shared during the conversation appear under Attachments on the expanded thread as read-only downloads. Internal agent notes and files attached to them are excluded — only the public thread shows. How do I export the whole history? GET /api/v1/inbox/tickets/export downloads your organization’s request list as CSV or JSON, with include_comments=true to inline the full public reply threads. The exact filters and the truncated flag behavior are in Export your history below. How far back does the history reach? Nothing is removed — a resolved request stays readable. The page loads the 100 most recent requests in the first view; older history is preserved and you can reach it through Orbit support or the export endpoint.

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Checklist: before you open a new ticket

The fastest fix is often already in your history. Run this checklist before opening a new request — the duplicate saves you a wait and saves our team a re-read:
  • Search the timeline for the topic — search matches inside the conversation, so a keyword from any past thread finds the request.
  • Scan the open rows for an Awaiting reply or Replied cue — if a live request already covers the topic, answer it there instead of opening a second one.
  • Reopen the resolved thread if the issue came back — quote the request reference (#abcdef12) from the earlier conversation so the full context carries into the new request.
When the checklist turns up nothing, open the new request — and quote any related references up front so nobody starts from zero.

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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 a server-capped slice with truncated flagging any overflow. A restricted member sees an access notice. The role’s dashboard section setup excludes Support — an owner or admin can adjust the member’s role to include it.

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See also

  • Support timeline vs archived search — pick the right surface: your requests to Orbit support (this page) or your customers’ archived conversations
  • 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)
  • Inbox terminology FAQ — the operator-side inbox vocabulary page; it cross-links back here as the inverse surface (your organization’s view of its own support requests)
  • Frequently asked questions — the global FAQ; its Support section carries the compact Support-history Q&As
  • 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