Every significant action on a case is recorded in an immutable audit history. This includes changes made by people, automated actions performed by the product, AI evaluations, and manual overrides.
The audit history provides a complete record of how a case changed over time and supports compliance, investigations, and operational reviews.
Two views are available:
- Case timeline – a readable history of changes alongside the conversation.
- AI evaluation traces – detailed records of how AI assessed experience-level metrics.
What is recorded?
Each audit entry records:
- Who made the change.
- When the change happened.
- What changed, including the previous and new values.
Values are stored as readable text so the audit history remains understandable even if teams, categories, or users are renamed later.
The audit history records changes such as:
| Area | Examples |
| Case details | Title, status, priority, requester, team, assignee, categories, flags, collaborators |
| Lifecycle | Resolved, Closed, Canceled, Merged, Finalized |
| Case plans | Tasks created, updated, completed, canceled, reopened, or reassigned |
| Case merges | Source cases, primary case, and merge reason |
| Public message removal | Removed messages and the reason they were removed |
| Service levels | Policy assignment and metric outcomes |
| AI evaluations | AI assessments of experience-level metrics |
| Manual overrides | Changes made by Case Managers or Administrators to AI-assessed metrics |
View audit history
Case changes appear directly in the conversation timeline, making it easy to understand what happened alongside employee and agent messages.
Examples include:
- Priority changed from Normal to High
- Case reassigned
- Status changed to Resolved.
Use the conversation filters to display only case changes when reviewing the audit history.
AI evaluations aren't shown in the conversation timeline because they occur frequently throughout the life of a case. Instead, the latest AI assessment appears in the Analytics tab.
Who can view audit history?
| Role | Access |
| Case Administrator | All cases |
| Case Audit | All cases (read-only), including canceled cases |
| Case Manager | Cases for managed teams |
| Case Agent | Cases they can access |
| Case Collaborator | Invited cases only |
| Employee | No audit history |
Employees only see the public conversation and case status in the employee portal.
How the audit history is protected
The audit history is designed to provide a trusted record of case activity.
- Append-only – Existing audit entries can't be edited or deleted. Corrections are recorded as new entries.
- Complete – Every successful case change creates a corresponding audit record. If the audit record can't be written, the case change isn't saved.
- Traceable – Manual overrides and AI evaluations are always attributed to the person or system that performed them.
- Retained – Audit records are stored for the configured retention period and remain available for compliance and reporting.
Older records may take longer to retrieve if they've been archived. Records that have exceeded the configured retention period are no longer available.
Review AI evaluation traces
Several Experience Level Agreement (XLA) metrics are assessed by AI, including:
- Time to meaningful update
- Time to meaningful progress
- Time to understanding
- Context preserved on hand-off
- Sentiment recovery
Each AI assessment is retained so reviewers can understand not only the current result, but also how it changed over time.
Review the latest AI assessment
Anyone with access to the case analytics can review the latest AI assessment.
- Open the case.
- Select Analytics.
- Select the AI assessed badge for an experience-level metric.
The details pane shows:
- The latest assessment
- When it was generated
- The AI's reasoning.
If the metric has been manually overridden, the previous AI assessment remains available for comparison.
Review the full AI evaluation history
Users with the Case Audit role can review the complete evaluation history for a metric.
Select AI Evaluations from the assessment details to open the trace.
The trace includes:
- Every AI evaluation, in chronological order.
- The reasoning produced for each evaluation.
- The model response.
- Supporting evaluation data used during the assessment.
This allows auditors to understand how an AI decision was reached and compare it with any subsequent manual override.
Because AI evaluation traces can include excerpts from the case conversation, access is limited to users with the Case Audit role.
Export audit history
When you need to share case records outside the product, for example during an investigation or legal request, you can export the case history.
Exports can include:
- Case conversation
- Audit history
- Service-level metrics
- Time spent in each status
- Case plan information (when available)
For more information, see Export case data.