Plan requirement
| Subscription | Suite Enterprise or higher, Support Enterprise |
| Access | Admin |
Who changed what, and when. The first place to look when something behaves differently and nobody knows why.
Read it
- Open Admin Center, then Account, then Logs, then Audit log.
- Click the Time column to sort by date, then click Filter for the rest.
- Narrow it with a Start date and End date, an Actor, an Activity type, or an item.
- Read the entries around when the behaviour changed.
Agents with permission can read it too, and the whole log is available through the API. If you keep using the same filters, bookmark the page: the filter sits in the URL.
Start from the date
"It started behaving oddly last Tuesday" is enough. Filter to that day and read what was changed; the answer is usually visible in a minute.
Far quicker than reading configuration, and it names the person who can explain it.
What it records
Changes made by agents and admins to account information and settings, users, apps, the Web Widget, business rules, ticket settings, organizations, custom objects, task lists and action flows. Each entry carries the time, the actor, an IP address, the item, the activity type (Created, Updated, Deleted, Exported or Signed in) and the detail.
Some changes are made by automated processes and appear as the system user "Zendesk". Times are shown in the account's time zone.
What it does not
End-user activity is not captured at all, and neither is the creation of a new user: for users the log holds updates to existing records only. Updates to custom fields are not supported either. What agents did to tickets lives in the ticket's own history, which is a different place and a different question.
Not every event type can be filtered, so a filter that returns nothing is not proof that nothing happened.
Three good uses
- Diagnosis. What changed before this started.
- Access review. Who has been granted what, and by whom.
- Answering an auditor, where somebody needs evidence that changes are tracked.
It goes back to the beginning
The log holds every recorded change since the account was created, and keeps it indefinitely, so there is no window to race against. Export when somebody needs a copy rather than a screen: filter first, then click Email CSV, and the filtered file arrives at your primary Zendesk email address.
Read it after any incident
Before investigating the product. A surprising share of unexplained behaviour is a colleague's change that was never mentioned, and the log finds it without anybody having to admit anything.
Comments
0 comments
Article is closed for comments.