Viewing the audit log for changes

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60 Comments

  • Heather Cook

    How do I view changes done to an end users profile?

    2
  • Mindaugas Verkys

    Heather, we have same issue. You can see only created/deleted accounts by agent and thats it. 

    1
  • Ed Ball

    So this question was asked before but i did not see any response.  There were changes made to a field and I would like to see the entirety of the changes and not a truncated version of the changes. So how can i get the entire contents of the changes made?  I can not seem to get it from the API. Unless there is a trick I do not know about.

    1
  • Max McCal
    Zendesk Product Manager

    Hey, Ed - 

    It looks like that is information we're not capturing in the Audit Log at this time. Can you give me an example of what kind of change was made so I can verify? If you don't know that's understandable. Happy to have the conversation privately in a ticket if you'd rather communicate that way.

    0
  • Ed Ball

     

    It is captured, and it shows a truncated version. Take a macro change for example a long list of IPs in the restriction setting is changed. Some are added and some are removed. But the from and to on in the audit log look the same because it's not showing everything that's in there. I can see what it is now when I go to the setting, but seeing all of the IPs that were there before does not show in the log. Just a smaller version of it.

    It would also be nice to be able to copy the contents of the Changes link that pops up. And i do actually have a ticket for this. Still waiting on a response.

               
    1
  • Max McCal
    Zendesk Product Manager

    Thanks, Ed. That's very useful feedback. We'll take this into consideration when work on improvements.

    1
  • Will Seader

    It would be nice if the audit log showed more details. For example, it will log if someone deletes a field. It won't log if someone disables a field. I had a user today that disabled old fields which caused an old automation that was still active but not used to change conditions to basically activate for every open ticket. It would have been a lot easier to track down the root cause if the audit log showed that information. It also doesn't show if changes were made to forms like form name, adding fields, removing fields, etc...

    1
  • Mistyamber Reynolds

    Why can't I search in the audit log for a specific event?  It really isn't helpful that I have to go through pages and pages of events to locate a specific change.  I can't even download it so I can filter in excel.  Please update this to be more user friendly.

    0
  • Brett Bowser
    Zendesk Community Team

    Thanks for taking the time to share this Mistyamber! I understand the struggle with navigating through a bunch of pages to find the data you're looking for :-/

    I'll be sure to pass this feedback along to the appropriate Product Managers.

    Thanks again!

    0
  • Carlos Santos

    Hi.

    Any news on that search feature? Or maybe an export log feature?

    0
  • Kaela

    When I update or add an app to my instance, I can see that in the audit log. However, the "Changes" column is empty. Is there a place either in my app code or in the upload process where I can comment as to the change set? I'm thinking similar to github commit comment. 

    0
  • Schuyler Weinberg

    I really like a lot of the changes happening with the audit log. These will be super helpful moving forward. I was wondering if changes will be made to allow you to filter on Item Changed when accessing from the Admin Center? Right now we get a lot of 'noise' in the audit log because of the agent sign in information and we have a lot of agents. It would be great to filter specifically for trigger/macro/automation changes when needed.

    3
  • Harriet Klymchuk

    Upvoting Schuyler's comment, both for the filter-by-item feature and the sentiment - loving the changes to the audit log, it makes things a heck of a lot easier already, thank you!

    0
  • Farhan Virji

    I am an Admin and the Owner of our instance, and yet I don't see the Audit Log in either Support (through the Admin section), or through the Admin Center

    Do I need to enable something for it to show up?

     

     

    0
  • Dwight Bussman
    Zendesk team member

    Hi Farhan,

    You should be able to see this if you're on the ENTERPRISE plan-level - If your account is on that plan-level and you're still not seeing that option, please reach out to our Support team to look into this further.

    0
  • Jonathan March
    Community Moderator

    Hi Farhan Virji -- it's a little counter-intuitive -- are you following these instructions?:

    https://support.zendesk.com/hc/en-us/articles/203663196-Viewing-the-Audit-log-for-changes-Enterprise- 

    0
  • Farhan Virji

    Thanks Dwight Bussman and @Jonathan March


    Clearly I had a brain freeze since I completely missed that the Audit log is for Enterprise only...which we are not on.

    0
  • Dwight Bussman
    Zendesk team member

    That'll happen. Glad it was a relatively quick fix: if it hadn't been that, I was going to be on a lengthy bug-hunt :) 

    0
  • Monica

    Nice updates to add Date filtering.  I'd love for filtering around what was changed like role edited for an agent or view activated/deactivated, etc.

    0
  • Nick DeSpain

    I emailed a CSV to myself and it looks like it's using UTC time. Is there a way I can change that?

    0
  • Kharlo
    Zendesk Customer Advocate

    Hi Nick,

    Thanks for reaching out. Timestamps can be displayed in different time zones across your Zendesk account, depending on your configuration.

    However, the CSV export file that you can extract from this feature is in UTC.

    For more information take a look at the link below:
    https://support.zendesk.com/hc/en-us/articles/115000353048-Which-time-zone-does-Zendesk-use-

     

    0
  • Ak N

    Hi,

    Does the Maximum number of agents for your account under Account Changes include the count of Light Agents too or is it only agents who take up a license?

    Also, is there any way I can check the total number of contracted licenses for an account through the API?

    Thanks in advance.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Ak,

    Excellent question! Light agents will not count towards your max number of agents on the account.

    I did some digging on my end and it doesn't look like there's an endpoint for contracted agent licenses currently. That being said, you could use the search users endpoint. In your search query, you will want to include the role ID for agents and admins on your account. This will at least allow you to pull a list of your agents who are using up a license on your Support account.

    I hope this helps!

    0
  • Ak N

    Hey Brett,

    Thanks for the quick response.

    I was just curious about what the Max agents in the audit log correspond to then? In the article above it is mentioned we can find out the Maximum number of agents for your account under the Account Changes in the audit log.

    There is an entry in the audit log with the source_type:account and description:Max agents changed from X to Y. I was trying to understand what the definition of Max agent in this entry is.

    Any information in this regard would be much appreciated.

    Thanks!

     

     

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Ak,

    That means the max number of agent licenses you have on the account. Not exactly how many of those seats you've filled up but how many agent seats you've purchased on your plan level.

    Does that sound like what you're looking for?

    0
  • Ak N

    Hey Brett, 

    Yes this is what I am looking for. My use case is to look at the total number of seats I have available on my plan, and to compare it with the total number of seats allocated to an agent(which I can get using the search user endpoint).

    Thanks!

    0
  • Ak N

    Hey Brett,

    Just following up on the above comment again,

    That means the max number of agent licenses you have on the account

    This mean that the Max agents number mentioned in the audit log here shows the number of licenses I have paid for right?

    Apologies for opening this thread again, but I got this doubt when I was going through your reply again.

    Thanks!

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Ak,

    That's correct! Max Agents = the number of licenses you purchased on the account.

    I hope this clears up any confusion!

    0
  • Lina Conde

    The filter option is no longer available, right? Or was it move somewhere different? 

    0
  • Caroline Kello
    Zendesk Product Manager

    Could you give some more detail, Lina? Nothing's changed on our end.

    0

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