Every ticket keeps a record of what changed on it: status moves, reassignments, severity changes, and when each happened.
When it earns its keep
A customer disputes the timeline. The history says when you first responded and when the ticket moved, rather than relying on anyone's recollection.
A ticket has been round the houses. Three owners and four status changes usually means the routing is wrong rather than the person is, and the history is what shows the pattern.
A breach needs explaining. Whether a ticket sat unowned for two days or was worked continuously and simply took that long are very different failures, and only one of them is about effort.
What it is not
It is a record of the ticket's fields, not of the conversation. What was said to the customer lives in the thread; the history covers what happened to the ticket around it.
It is also not a performance measure. A ticket reassigned four times says more about how work is being distributed than about the people it passed through.
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