Viewing the Audit log for changes (Enterprise) Follow

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16 comments

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    Name

    Are organization changes supported yet? If so can you update the documentation to reflect the level of support?

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    Dara Garvan

    Hi Akshobhya,

    Unfortunately not at present, however if you are looking to track a specific change made to an organization, feel free to reach out to support@zendesk.com.

    Cheers,
    Dara

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    Jonathan March

    When the audit log lists an email, it's an incomprehensible mess. This has been a known issue for years. For example, for a comment that we just received, the audit entry was "by email to C L M S". When I look at the email itself, the header shows

    From: M

    To: L

    CC: S, C

    Where L is the customer, S is a support email address, and C and M are light agents.

    What possible purpose can there be for such obfuscation? What about "By email from M to L cc S C"?

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    Niall Colfer

    Hi Jonathan,

    Thanks for reaching out to us here. I've brought this to the attention of our Product Manager, and while he agrees that the language could be better, it's not currently a high priority to be fixed.

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    Jonathan March

    To be clear -- the main issue is not the language, it's the arbitrary (or perhaps alphabetized?) order of email addresses in the log, which can make forensics difficult, especially in corner cases involving Cc's, forwards, and non-standard support addresses.

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    Jason Littrell

    Is there any way to pull the complete details of an individual update? The "Definition: Changed" links have a hover tooltip, but it truncates the from/to information. I tried pulling information from the "audit_logs/{{id}}.json" endpoint, but it only shows what appears on the audit log page.

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    Géraldine Peyre

    Is it possible to cancel the last change? (I adapted my users interface Header color to our support interface but it looks weird and I would like to go back to our previous design -default)

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    Jessie Schutz

    Hi Géraldine! You can change this by clicking on the Gear Icon in the lower left corner of your agent interface, and under Settings click on Account. You'll see the option to change back to the default header color right at the top:

    Let me know if I misunderstood your question!

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    Géraldine Peyre

    Thank you Jessie, I am afraid it will change the colors of my wep portal as well, right?

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    Jessie Schutz

    The instructions I gave are for New Zendesk. If you're still using Web Portal for your agent interface as well as your end-user facing portal, then yes, the color change will apply in both places.

    In case you haven't seen it, I want to let you know that Web Portal is being deprecated on November 1, 2016. You can find our announcement about that here: Removal of Web portal from Zendesk. The article contains links to all the documentation you'll need to successfully make the transition.

     

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    Dan Ross

    The audit log doesn't show who enables, disables, creates or deletes Target Extensions. Is there any way to get this data?

     

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    Stephen Fusco

    Hey Dan, 

    Currently none of that information is present in the audit logs and is not available anywhere else in Zendesk. There is a request for this feature to be added in our Product Feedback page. You can upvote that request to let our developers know this is a function you'd like to see as they implement new functionality. 

    Thanks for your question! 

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    Dan Ross

    Hi Stephen,

    Thank you for the boilerplate response.

    If you look at the thread, you'll see I already did so on August 9th of last year. There's been no official comment from Zendesk. The poor quality of the audit logs feature persists and makes it difficult to administer and troubleshoot our Support instance. 

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    Jessie Schutz

    Hey Dan!

    I'm checking with our Product team to see if this is something we're thinking about. I'll let you know what I find out!

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    Jessie Schutz

    @Dan, I was able to find out that we do want to do an overhaul on the audit log, but we actually need to put a team in place to deal with the back-end infrastructure first. At the moment we don't have any timeline for this, but it's definitely on our radar!

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    Dan Ross

    Thanks Jessie! I'd be first in line to sign up for a beta if this ever gets off the ground. I'd also be happy to expand on use cases and pain points to whoever leads up this team. Thanks for checking on it, I hope Zendesk dedicates the resources to fixing this long standing pain point soon!

     

     

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