--- title: "Timeline: the full history of every ticket | attendo" description: "Emails, WhatsApp, calls, internal notes, status changes, photos and signatures on each document’s record, in order and with their author. No repeat questions." url: "https://attendo.me/en/modules/timeline" lang: "en" --- # If it is not on the timeline, it never happened Every document keeps its full history: the email, the WhatsApp message, the call, the internal note, the status change, the photo and the signature. In order, with time, author and channel. - Every entry with its author and time - Internal notes the customer never sees - The same history in every area ## Timeline: what it does ### Every channel, one column The email with its attachments, the WhatsApp message, the call and the form all land on the right record. Whoever picks up the case later does not ask what has already been asked. ### Know whether the email arrived Every reply shows its status: queued, sent, delivered or bounced. If the server fails, attendo retries. No more “I sent it” with no way to check. ### Internal notes and mentions What the team says among itself goes in an internal note, in the same column, and the customer does not see it. Mention a teammate and they get notified. ### Anchors and favorites You anchor the email where the customer approved the scope and go back to it six months later. The documents you follow closely go in your favorites. And you jump to a specific day without scrolling through the whole history. ### Duplicates that merge If the same case came in twice, you merge the two documents. Attachments, tasks, checklists and notes move to the one you keep, and the history stays whole. ### Fingerprint on the blockchain The fingerprint of each timeline event and its evidence is stored on the blockchain. If anyone disputes what happened, you can prove the record has not changed. ## Step by step This is how it is used day to day, on the same document as the rest of the modules. ### Step 1 · It comes in through any channel An email, a form, a WhatsApp message or a call creates the document or joins the existing one. The customer is identified and the source recorded. ### Step 2 · The work happens on the record Replies to the customer, internal notes, tasks, attachments, hours and checklists are logged where they happen, each with its author. ### Step 3 · Every change leaves a trace Status, priority, owner or reassignment: everything is recorded with its date and time, without anyone typing it in. ### Step 4 · You find it when you need it Months later, search takes you to the document and the anchor takes you to the exact email. The argument with the customer lasts a minute. ### marIA in Timeline With the whole timeline in front of it, marIA **drafts the reply** to the latest message. A person reviews it, edits it and sends it. If you upload a recording or paste meeting minutes, marIA **transcribes and summarizes them** in a note. Every operation is logged with who started it, on which document and what it cost, and spending has the monthly cap you set. ## It fits every area Industry solutions [attendo CMMS](https://attendo.me/en/cmms) [attendo CRM](https://attendo.me/en/crm) [attendo Field Service](https://attendo.me/en/field-service) [attendo After-Sales](https://attendo.me/en/after-sales-service) [attendo Ticketing](https://attendo.me/en/ticketing) [attendo Customer Service](https://attendo.me/en/customer-service) [attendo Projects](https://attendo.me/en/projects) [attendo Flows](https://attendo.me/en/flows) [attendo Compliance](https://attendo.me/en/compliance) ### Industries that use it - [Facility maintenance and services](https://attendo.me/en/industries/facility-maintenance): Every trade, on the same building - [Manufacturing and industrial plants](https://attendo.me/en/industries/manufacturing): Quality and contractors, with evidence - [Compliance for consulting firms](https://attendo.me/en/industries/compliance): Evidence with a trail, and your firm in order - [Elevators and escalators](https://attendo.me/en/industries/elevators): Every deficiency, corrected with evidence - [And any other business](https://attendo.me/en/industries): attendo can be set up for any line of business. See all industries Use cases by department [Quality control](https://attendo.me/en/use-cases/quality) [Regulatory compliance](https://attendo.me/en/use-cases/regulatory-compliance) [Occupational health and safety](https://attendo.me/en/use-cases/health-and-safety) [Legal and contracts](https://attendo.me/en/use-cases/legal-and-contracts) [Public sector](https://attendo.me/en/use-cases/public-sector) ## Where it fits (and where it does not) - It does not capture what happens outside attendo: a WhatsApp message someone sends from their personal phone does not show up on the record. ## Modules that go hand in hand ### [Asynchronous and real-time communications](https://attendo.me/en/modules/channels) Email, WhatsApp, Teams, Meet, web chat and phone, channel by channel ### [Tags and document management](https://attendo.me/en/modules/document-management) Tags, attachments and files tied to their customer, asset and case ### [marIA (Smart-AI)](https://attendo.me/en/artificial-intelligence) Drafts, classifies, scores and summarizes inside attendo. You approve. ### [attendo Tasks](https://attendo.me/en/modules/tasks) Tasks inside the document or standalone, with a date and an owner ## Glossary terms Support and service ### Omnichannel Omnichannel support Omnichannel means that every channel a customer uses to contact you feeds the same record and the same conversation. Support and service ### Escalation Ticket escalation Escalation is handing a case over to a higher level, because of its technical complexity or because it is running late. Support and service ### Reopened ticket Ticket reopen A reopened ticket is a closed ticket that is opened again because the fix was incomplete or the problem has come back. Compliance ### Compliance evidence Control evidence · audit evidence Compliance evidence is the record that proves a control or obligation was carried out: what was checked, by whom, when and with what result, along with the documents that back it up. [See all 53 glossary terms](https://attendo.me/en/glossary) ## Frequently asked questions ### What goes on the timeline? Everything that happens on the document, with its time and author. Emails with their delivery status, messages, calls, internal notes, status changes, tasks, checklists, attachments and signatures. ### Does the customer see internal notes? No. An internal note is for your team only. It goes in the same column as the replies to the customer, so the context stays together. ### Does it help when a customer complains? Yes. You have who did what and when in front of you, with the email, the call, the photo and the signature in order. The conversation starts from facts, not memory. ### Does it work the same in maintenance, support and sales? Yes. Every document type inherits the same timeline: a ticket, a work order, an opportunity or a service report. And the customer record brings their activity together in order. ### What does the AI do with the timeline? If you turn on marIA, it drafts the reply with the full history in view and summarizes audio or long texts in a note. A person reviews and sends. Every operation is logged with its cost, and spending has the cap you set. ## Try it with your processes We will show it to you with your own document types and the way you work. If it is not a fit, we will tell you. - With your operation, not a generic demo - A real person from our team replies - No cold calls afterwards Would you rather talk first? - Phone [+34 910 053 530](tel:+34910053530) - Email [sales@attendo.me](mailto:sales@attendo.me) - Monday to Thursday 9:30 AM to 6:30 PM and Friday 9:30 AM to 2:30 PM (Spain time)