Reading a ticket's conversation and Activity

A repair order keeps two records of what happened around it, and they answer different questions. The customer's conversation, opened with Message, is what was said to and by the customer. Activity is the recorded trail of changes and business events on the order and its related work.

Where to find them

On the order, Activity is the fold at the foot of the rail on the right, and the same list sits under the Summary tab. To read or answer the customer without leaving the order, press Message in the toolbar: the drawer that opens is the conversation. Use All messages in the order's more menu for the customer's wider history.

Notes holds crew-only context. The badge on the tab is the note count. The list is newest first, and Notes are not visible to customers.

There is no separate Comms tab on the order: a link or bookmark that still names one opens the Message drawer instead, so nothing that pointed at it is lost.

The conversation: one customer, every order

The drawer opens on all of this customer's messages, because a customer's conversation is one conversation whichever car they are asking about. Each message keeps the order it is about, and the funnel at the top narrows the list to one order when you want only this ticket's. The order you opened the drawer from is what the next message is about — the box says so before you type.

A note for the crew is saved with Save as internal note and never goes to the customer. Customer view hides the crew's notes on the order. The conversation drawer's own article explains the delivery marks, the texting consent check and attachments.

Activity: the audit trail as sentences

The order's Activity shows the complete scoped trail for this repair order, newest first. It collects events recorded against the order, its services and lines, inspections, invoices and payments. Each row keeps the actor, a plain-language sentence, a timestamp rendered in the shop's timezone and, when one exists, a link to the document the event produced.

Known event codes become labels such as Payment recorded, Estimate signed and Inspection completed. A code added by a newer writer is not discarded or translated into a guess. Until the reader knows it, the literal code is shown, so an event such as future.service.event remains visible and searchable.

The Activity fold in the rail and the list under the Summary tab show the five newest rows for the order, with Show all linking to the organization audit page. Under Summary, This order's whole trail removes that five-row collapse and pages through the complete order trail with Newer and Older. Reversals remain separate sentences; putting a change back never erases the original event it answers.