The Service History screen has undergone significant improvements, but the core functionality remains the same: you can still view past service requests, apply filters, and export data for analysis, auditing, or process review. The user experience has changed, becoming faster, more modern, and intuitive.

In this article, we explain in detail what changed, what remains the same and how to make the most of the new interface.

Index

1. What's new?

2. What remains the same?

3. When to use each type of export?

What's new?

The new screen was developed to resolve limitations of the previous version and offer more control, efficiency and autonomy. Below, we highlight the main new features:

New service history screen

New filter usage experience
The available filters are the same as those in the previous version (period, contact, agent, queue, tags, and ticket ID). What has changed is the way to interact with them: Service History now adopts the same filter experience present in Monitoring and Service Report, with more fluid, practical and stable navigation.
 

Improvements include:

• Inclusion of filters in the sidebar, with clearer grouping and quick application;
• Creating saved filters, allowing you to save and reuse frequent combinations;
• Quick filters visible on screen, which facilitate direct access to criteria such as queue and period, automatically anchoring the user in the corresponding section of the sidebar.

In addition to streamlining the process, this new experience also resolves bugs from the previous version, such as delays in loading filters with more data or inconsistencies in the results returned.

Filter Sidebar

Saved filter applied to history

Quick filters, on the history screen

Viewing results on screen (including for old tickets)
In the previous version, tickets older than 90 days were not displayed in the interface and the user was forced to export the data without knowing if there were results for the applied filters.

Now, all tickets resulting from the search appear on the screen, making it easier to view and select the records you want to export.
 

Important:Tickets older than 90 days cannot be opened in detail and the visual indication of SLA exceeded (red chip) does not appear, although times continue to be calculated normally.

More flexibility in selecting tickets for export

The new history lets you select just the tickets you want to export, with three convenient options:
 

• Manually select tickets
• Select all displayed on the current page
• Select all search results (regardless of page)
   

The count of selected items always appears at the top of the screen, offering more transparency and control.

View all tickets on the selected page

Simplified and more accessible export

The export button (to .csv or .pdf) is now available at all times, in the top right corner of the screen, making it easier to access the functionality.
 

Another important improvement: it is now possible to set the recipient's email address even for tickets older than 90 days (previously, the trigger occurred automatically for the user who made the request).

Data export button

Sending the report by email

Export conversations to PDF (more flexible, more complete)

Previously, when filtering by date range within the last 90 days, you could only export one ticket at a time. For older tickets, there was a technical limitation that allowed you to export conversation transcripts of a maximum of 10 tickets per file, requiring multiple manual actions.

The new version resolves these restrictions:

• Now you can select up to 20 tickets at once to export conversations in PDF format;
• A export is available for any period(limited to the last 5 years);
• The generated PDF now has a header with a summary of the information from the file and one data authenticity message, ensuring greater reliability for audits, internal analyses and legal use.
   

These improvements bring more agility and autonomy for those who need to analyze conversations or generate evidence at scale.

Reduced conversation export time and failures

In the previous version, sending conversation transcripts via email could take hours and often failed due to timeouts or missing data.

With the new experience, when you request an export, you see a visual confirmation that the request has been received and is being processed. In most cases,file is delivered by email in less than 1 minute.

The result is a much faster, predictable and reliable export process, reducing rework and increasing team productivity.

What remains the same?

Despite all the improvements, no functionality has been removed. The core history logic remains exactly as before:
 

• The access continues on the same path: Service > Service history, within the Blip Portal;
• A data export is still done via email, both for the ticket list (.csv) and for the conversation content (.pdf);
• As operational information (service time, waiting time, time to first response)continue to be displayed normally, both on screen and in exported files;
• The calculation of metrics remains unchanged, based on the same rules used previously (learn more);
• The exported .csv file format remains the same, without changes to fields or structure.

Attention:The previous version of the history will remain available for a limited time during the transition period and will be disabled soon.

When to use each type of export?

The new Service History screen delivers the same functionality as before, but with a much more modern, efficient and transparent experience You continue doing everything you did before, now with more control, speed and convenience.

Want to learn more about this report? Access the article about it service history.

For more information, visit the discussion on the topic at our community or the videos on our canal. 😃