How to View Postponement Duration in Tickets
When you postpone a ticket in LiveAgent, system messages containing postponement information may not be visible if you have hidden them in your ticket view. This article explains how to display these system messages so you can see how long a ticket has been postponed.
Why You Cannot See Postponement Duration
By default, LiveAgent displays system messages in tickets that contain important information about ticket actions, including when a ticket was postponed and for how long. However, if these system messages are hidden, you will not be able to see the postponement duration information.
How to Show System Messages
To view the postponement duration and other system messages:
- Open the ticket you want to view
- Look for the button in the top right corner of the ticket interface
- Click this button to toggle the visibility of system messages
- System messages will now appear in the ticket thread, including postponement information
What Information System Messages Contain
Once you enable system messages, you will be able to see:
- When a ticket was postponed
- How long the postponement duration is
- Other system actions and changes made to the ticket
Note
Different agents in your team may have different display preferences. If a colleague can see postponement information but you cannot, check that your system messages are enabled using the steps above.
```