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Viewing the audit log for changes to your account



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Jennifer Rowe

Zendesk Documentation Team

Edited Jul 25, 2024


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95 comments

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.

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

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Kharlo Reboja

Zendesk Customer Care

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-

 

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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.

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Brett Bowser

Zendesk Community Manager

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!

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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!

 

 

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Brett Bowser

Zendesk Community Manager

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?

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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!

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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!

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Brett Bowser

Zendesk Community Manager

Hey Ak,

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

I hope this clears up any confusion!

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

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Caroline Kello

Zendesk Product Manager

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

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Is there a way to monitors changes made to requesters' data?

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Hi Team

Is there a way to add Account assumptions too as part of Audit log? information related to Granting account assumption, Support team logins and disabling the assumption?

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Caroline Kello

Zendesk Product Manager

Hi Nikita,

Changes related to the Account Assumption setting is already reflected in the Audit log, but it's a good catch on the logins that happen from Zendesk staff based on the assumption being granted. I've added a task to our backlog to investigate how we'd be able to present this. Thanks for your feedback.

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I wanted to throw out some feedback on this:

For basic functionality the filtering is great if you know exactly what you are trying to find however, if you are trying to find a specific change the filtering that is provided doesn't help. It would be nice to be able to filter by each column or even keywords like a typical search uses. The reason I say this is because if someone changes a trigger or view, it would be easier to just use "View changed" or "trigger changed" to find something instead of having to comb though insignificant data. 

 I am aware that I can download this into a csv to filter it that way but really that shouldn't be necessary to find what Admins need.

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Hi Megan,

Thanks for this feedback – would you mind upvoting and adding a comment with your use case to this product feedback thread? Overwhelmed by noise in audit log.

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We need to be able to search the audit log by the user that was changed, not just the actor making the change. Is there a plan to implement this in the audit log or am I not seeing how to do this? 

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Can the audit log be set up as EXPLORE report query? It would be nice to be able to have Agent Log In times (for example) and have that an automated report sent to the Managers. Thank you

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Caroline Kello

Zendesk Product Manager

Khajik Khajadourian The user that was changed will be displayed in the Item column; there's no way to filter by this column at the moment but that work is being discussed and designed at the moment so it's something that we're actively working towards. 

Fluke Corporation It's not on our short term roadmap but I do see the value in having the audit log be available in Explore for reporting purposes. Maybe some pre-canned dashboards too.  

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Thomas D'Hoe

Community Moderator

There is a mistake in the documentation (see paragraph below):

Tickets

  • Ticket field condition creation, deletion, modification

The thing is that I just tested this and it is not possible to find "ticket field modification" in the audit log.

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Caroline Kello

Zendesk Product Manager

Hey Thomas, we should capture updates made to the ticket fields 🧐 Can you tell me which update you made that didn't show in the audit log for you and I can take a closer look?

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Thomas D'Hoe

Community Moderator

Hi Caroline, so far I can 👀, the modification part isn't logged. 

- I created a ticket field " Test" > Log ✅
- I changed the name of the ticket field "Test" into "Tes" > Log ❌ (This should be logged as I modified the field?)
- I deactivated the ticket field > Log ❌(I don't know if this should be logged?)
- I deleted the ticket field > Log ✅

 

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Caroline Kello

Zendesk Product Manager

Hi Thomas, thanks for that! Sorry I got confused between Ticket fields and Ticket forms; we did some recent work into Ticket forms which should capture creation, deletion, modification - but you're right that the same isn't true for Ticket fields. I'll remove the modification call-out for Ticket fields from this article and put a story on our backlog to close this gap. Thanks again and apologies for the incorrect info. 

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Hi Caroline, 

thank you for this answer. Could you tell us whether there is another way to see the modifications done in ticket fields? (namely by whom?)

Thanks

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Dwight Bussman

Zendesk Customer Care

dianakurth - if this is a one-off request and the changes occurred within the last 30 days, our Support team should be able to see this in logs. I recommend contacting support as documented here to have someone help with this: https://support.zendesk.com/hc/en-us/articles/4408843597850 

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Hi Dwight, thank you. This means indeed if changes <30 days you may see it. 

But within an instance, even an admin cannot, right?

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Dwight Bussman

Zendesk Customer Care

That's correct. Changes to ticket-fields are not included in the audit-log at this time. 

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I would like to port the audit log into a monitoring system to alert my team if certain changes occur.  I don't see that anyone has asked this question just yet.  I'm not asking for report or filtering.  I'm asking if anyone has ever, or knows anything out there, that can access the logs.

We want teams to be alerted if "X" changes in the log, for example.

For example... are the logs available to a custom API?  We are using Looker and we could use looker as a middle man on this if possible.  IF so... where do I find the logs in the directory?

 

Any help is appreciated.

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Dwight Bussman

Zendesk Customer Care

HeyO Craig VanDeVenter
For your question "are the logs available to a custom API" - the API for Audit Logs are documented here: https://developer.zendesk.com/api-reference/ticketing/account-configuration/audit_logs/ 

I'm not sure if this answers your question, but if Looker can pull logs down from our REST API to ingest, hopefully that'll suffice. 

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