COMMUNICATION WITH ON-CALLS AND MACHINES USING MULTIPLE MODALITIES THROUGH SINGLE HISTORICAL TRACKING

A unified communication (UC) application integrates support actions with client communications. In response to receiving an escalation of an issue from a support technician, the UC client application initiates a communication between a responder and a target device associated with the issue. The communication is limited based on privileges of an account used to initiate the communication. A user interface component associated with the communication is provided to enable interactions with the target device. The user interface component is selected based on an instant message, an audio, a video, a remote control session, and similar modality used to communicate with the target device and additional responders. Communications associated with the issue are integrated into a communication session. A history of the session is also recorded and formatted into a timeline list. The history is provided in a subsequent issue having common attributes with the issue.