> ## Documentation Index
> Fetch the complete documentation index at: https://docs.orbit.devotel.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Support timeline vs archived search: which surface answers your question

> The Support → Timeline page is your organization's own support history with Devotel Orbit — every request you opened, full thread. The archived-conversation search is the inverse: your workspace's customer-facing history. Pick the right one before you search.

# Support timeline vs archived search: which surface answers your question

Two dashboard surfaces both answer "find the old conversation," but they search opposite sides of the relationship. The **Support → Timeline** page is *your organization's own* history with Devotel Orbit support — every request your team opened with us, with the full thread on each. The **archived-conversation search** is the inverse — your workspace's customer-facing history, the conversations *your customers* had with you. Reaching for the wrong one is the common mistake: the search term is in the other surface, so the lookup comes back empty.

This guide maps which surface holds which history so the search lands the first time.

* Your conversation **with Devotel Orbit support** → **Support → Timeline**. See [Support history (Support → Timeline)](/guides/support-timeline).
* Your customers' conversations **with your workspace** → the archived-conversation search on the Inbox **Archive** page. See [Search the archived conversation timeline for sales/support handover](/guides/support-timeline-archived-search).

## What the Support → Timeline surface shows

**Support → Timeline** is the support-history reader. Each row is one request your organization opened with Devotel Orbit — whether it started as a phone call, a chat, or a help-center form — and it expands in place to reveal the complete public thread: your original request, every reply, in chronological order. It exists so a support interaction never starts from zero: you never re-explain the port-out or the billing dispute to a fresh agent, because the full thread is one click away.

The rows are *your* support requests, not your customers'. A row carries the subject and a quotable reference, the status, response cues that tell you whose turn it is (*Awaiting reply* / *Replied*), priority and category, and the opened / last-updated / resolved timestamps. The free-text box searches *inside* the conversation — the subject, your original request, and every reply — not just the title. The export endpoint (`GET /api/v1/inbox/tickets/export`) downloads the same history as CSV or JSON. The full reference is [Support history (Support → Timeline)](/guides/support-timeline).

## What the archived-conversation search shows

The archived-conversation search is the handover surface on the Inbox **Archive** page — the permanent historical record of the conversations *your customers* had with your workspace, across every connected channel. It answers the questions that reach past the live queue: "what did we promise this account," "pull everything this customer ever told us," "has anyone handled this case on any channel." It's a free-text, full-message search confined to archived conversations, and each result deep-links into the canonical inbox thread.

The rows are *your customers'* conversations, not your requests to Orbit. It's the surface a support agent uses to orient a sales owner before a renewal call. The full reference is [Search the archived conversation timeline for sales/support handover](/guides/support-timeline-archived-search).

## Pick the surface before you search

The two surfaces sit at opposite ends of the support relationship, so a single keyword only ever lives in one of them. Work the decision in this order:

| You're looking for…                                                                                             | Open                       | Because                                                                                 |
| --------------------------------------------------------------------------------------------------------------- | -------------------------- | --------------------------------------------------------------------------------------- |
| A request your team filed with Devotel Orbit — a bug report, a port-out, a billing dispute                      | **Support → Timeline**     | Those rows are *your* requests to us; the archived-conversation search never sees them. |
| A conversation one of your customers had with your workspace — an order question, a complaint, a renewal thread | The Inbox **Archive** page | Those rows are *their* conversations with you; the Support history never sees them.     |

Two tells you're on the wrong surface:

* The Support history returns *No support requests yet* for a term you know you discussed with a customer — that thread is a customer conversation, so it lives in the archive, not in your requests to Orbit.
* The archive search returns nothing for a ticket number you quoted to Orbit support — that reference is a request *you* opened with us, so it lives on the Support history, not in your customer archive.

When you're genuinely not sure which side the conversation was on, run the term on both — the two lists are independent, and a match on either is a definitive answer.

## See also

* [Support history (Support → Timeline)](/guides/support-timeline) — the full reference for your organization's own requests to Devotel Orbit support: rows, filters, export.
* [Search the archived conversation timeline for sales/support handover](/guides/support-timeline-archived-search) — the full reference for the customer-conversation archive search and its handover workflow.
* [Read and export the unified contact timeline](/guides/contact-timeline) — the per-customer feed that merges messages, calls, tickets, and events for one contact.