Viewing the audit log for changes

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20 Comments

  • 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.

    -1
  • 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 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-

     

    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 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!

    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 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?

    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 Manager

    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

    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
  • Daniël Nieuwendijk

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

    0
  • Nikita Kadri

    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?

    0
  • 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.

    0
  • Megan Lalock

    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.

    0
  • Dave Dyson
    Zendesk Community Manager

    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.

    1
  • Khajik Khajadourian

    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? 

    0
  • Frank Florentine

    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

    1
  • 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. 

    Frank Florentine 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.  

    0

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