The history shows log entries created by the system, by agent and by user.

Click on a log entry to open it. Additionally, you can click the expansion icon to bring up full history in a separate window, focusing on the history listing you've selected:

You can also use the expansion icon that shows the full history of the case:      

Full log:

When you open a history log that is an email, you can use the answer icon     to reply to this email:

  You can also print the log entry


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