desk_get_entity_timeline
Retrieve the complete timeline and activity history for any Desk entity record to analyze ticket lifecycles, customer interactions, and agent performance.
Instructions
Get timeline/activity history for a specific Desk entity record\n\nPrerequisites: Department ID, entity type, and record ID from desk_search_entities\nNext Steps: Analyze timeline for support patterns, escalations, and resolution tracking\nUse Cases: Ticket lifecycle analysis, customer interaction history, agent performance\nError Recovery: If timeline empty, verify record exists and has activity history
Input Schema
| Name | Required | Description | Default |
|---|---|---|---|
| from | No | Starting offset for pagination | |
| limit | No | Number of timeline entries (max 100) | |
| include | No | Additional timeline data to include | |
| record_id | Yes | Record ID to get timeline for | |
| entity_type | Yes | Entity type (e.g., tickets, contacts, accounts) | |
| department_id | Yes | Department ID (get from desk_get_all_departments) |