Wix Answers Help Center
About Your Ticket Timeline
Review the ticket timeline to determine the order and time in which messages, internal notes, and events occurred. Your ticket timeline lists messages and events in chronological order starting with the first message at the top. View timestamps by hovering over messages and events in the timeline.
To hide timeline events:
Click the More icon 
at the footer menu and select Hide Timeline Events.
at the footer menu and select Hide Timeline Events. In this article, learn more about:
- Viewing timeline events
- Working with customer messages
- Working with team member replies
- Working with internal team notes
- Working with internal call notes
- Working with the call info container
Viewing ticket timeline events
View a chronological timeline of every event that occurred on a ticket in the ticket timeline. Events appear in descending order, with your oldest events at the top and the most recent ones at the bottom. View events such as ticket status changes, active session updates, automatic actions, and more.
Show me how
Working with customer messages
View your customer's messages in the blue fields displayed below their name. You can also forward their message by email or edit their text in case they accidentally sent sensitive info.
Show me how
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indicates that the message is from someone who is not a CC recipient on the ticket. This can happen when a Wix Answers customer receives a message from your team, forwards the message to someone who is not a CC recipient on the ticket, and that person replies. If that person is not a Wix Answers customer, the sender's name is taken from the first part of the email address (up to the @).
Working with team member replies
View agent replies in the white fields displayed below the agent's name. You can also edit, delete, or move replies to other tickets and forward or split tickets.
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Working with internal notes
View internal notes in the orange fields below the names of the agents that posted them. You can edit internal notes or delete them if they're no longer relevant.
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Tip:
View additional information about your customer in the Info panel to the right of your ticket timeline.
Working with internal call notes
View internal call notes posted by the team member that took the call to understand what the call was about. Learn more about call notes.
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, hover over the saved reply you want to add and click Insert reply.
, select a file from your computer and click Open. See Tip:
Hover over the timestamp below each call note to view precisely when the note was added.
Working with the Call Info section
Listen to call recordings and view basic technical information about the call itself in the Call Info section.
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in the Call Info section to 
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