A ticket thread records more than the messages. Underneath them sit short grey lines that say what your team did: who took the ticket, who marked it as read, and who marked it as solved. If those lines have disappeared for one of your Operators, nothing has been deleted. That Operator has the Operator actions visibility setting turned off.
The visibility settings decide which of these activity lines you see in a thread. They are yours alone, they change nothing about the ticket itself, and they are two clicks to put back.
What the visibility settings do
Every ticket thread mixes two kinds of entry: the actual conversation with the guest, and the activity around it. The activity lines are the record of who did what, and on a busy ticket there can be a lot of them.
The visibility settings let you hide the categories of activity you do not want to read, so the thread shows the conversation and little else. Three categories can be switched on or off independently.
They are a display filter, and only that. Hiding an activity line does not undo the action, does not remove it from anyone else's view, and does not stop it being recorded. Guest messages and Operator replies are never hidden by these settings.
Where to find them
The settings live on the ticket, not in Inbox Settings.
Open any ticket.
In the toolbar above the thread, click the three dots at the right-hand end of the row of action icons.
Hover over Visibility at the top of the menu.
A submenu opens with the three settings, each with an eye icon beside it.
Click a setting to switch it. The eye icon shows the current state, and the thread updates behind the menu as you toggle.
The same menu also holds Spam and Archive. Those are actions you take on the ticket and are separate from the three settings under Visibility.
The three settings
Setting | What it hides when it is off |
Operator actions | Anything a person did to the ticket rather than said in it: marked as solved, marked as read or unread, assigned, left, archived, marked as spam. A bot solving or leaving a ticket counts as an Operator action too. |
Automated actions | Activity nobody clicked: auto-assignment to a team, auto-assignment to a bot, and the other routing steps Bookboost performs on its own. |
Rejected AI drafts | Draft replies a bot produced that were never sent. |
Operator actions is the one that matters for solved tickets. The line that reads "Anna marked this ticket as Solved" is an Operator action. Turn that setting off and the ticket is still solved, still shows as Solved in the status tabs, and still counts in the dashboard, but the line naming who did it is no longer drawn in your thread.
Getting back who solved a ticket
If an Operator says they can no longer see who solved or actioned a ticket, ask them to do this on their own login:
Open any ticket.
Click the three dots in the ticket toolbar.
Hover over Visibility.
Click Operator actions so it is showing again.
The activity lines reappear immediately, including on tickets that were solved while the setting was off. Nothing is lost while the setting is off, so there is no gap to recover.
If the lines are still missing after that, the cause is not this setting. Check that the Operator has access to the property the ticket belongs to, since a ticket outside their Accessible Apps is a different problem with a different fix. See Property-level data visibility in the Unified Inbox.
Who can change these settings
Each Operator controls their own. The setting is saved against the Operator who changed it, so switching it affects that one person's view of every ticket they open, and nobody else's.
There is no role requirement. Any Operator can open the menu and change it, whatever role they hold, and no Admin approval is involved.
That also means an Admin cannot fix it from their own screen. If a colleague has hidden their Operator actions, they have to turn it back on themselves. Send them the four steps above.
What this does not do
Hiding an action does not undo it. A solved ticket stays solved. The setting changes what is drawn in the thread, not what happened.
It is not per ticket. You open the menu from a ticket, but the setting applies to every ticket you open afterwards.
It is not an account-wide policy. An Admin cannot switch Operator actions off for the whole property, and cannot set it on behalf of another Operator.
Guests never see these lines. Activity lines are internal in every case, so hiding them changes nothing for the guest.
It does not affect reporting. Solved counts per Operator on the Inbox dashboard are unchanged whether the setting is on or off.
It does not control who may act on a ticket. That is decided by roles and property access, not here.
What to do next
See Actions in the Inbox for what each of these actions does to a ticket, Ticket statuses for how Solved behaves in the status tabs, and The Inbox dashboard in the Unified Inbox if you want solved counts per Operator rather than a line in a single thread.
Getting help
Open Talk to Us in the left menu of the platform, or email support@bookboost.io.