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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

Does the Audit Log show changes made to reports or dashboards in Explore?

We're preparing to train some new Editors and it would be helpful if we could see what they changed in a particular report or dashboard for troubleshooting purposes. 

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Hello! Is there a way to offload the audit logs to a SIEM, specifically Azure Sentinel?

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Hi,

I'm using the Audits API to fetch some data from the "history".

But, when a ticket is created from the WhatsApp channel the "history" field is empty.

I expected to find at least the first message from the customer who contacted the helpcenter via WhatsApp.

It seems that the conversation data is added to the history only after the agent modifies the ticket, is correct? is this the correct behavior?

Thanks

 

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I don't see the Audit Log option anywhere in Zendesk Admin. (I am the account owner).

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Dwight Bussman

Zendesk Customer Care

HeyO Andrew Lundy - that option will only appear in accounts on our Enterprise plan. If your account has that plan-level and you're still not seeing it, please contact support to look into that more closely.

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I see that the audit log tracks when a help center is *deactivated* but not when it is activated, which is the information I'm trying to find out. Is there any way to track down this information or am I missing it as an event not tracked under the "Brand" type? 

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Max McCal

Zendesk Product Manager

Kim Dickey – Guide events are something we're focussed on this year. While we don't currently track Help Center activations and deactivations, you will start to see them in Q2 of this year. 

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Hi Dwight Bussman,

I'm having trouble getting the results that I expect. Can you help me understand how I would filter to see any and all history for a specific end user? I want to see when it was created and by who, as well as any future updates/changes and by who (and when of course). I'm not able to get this.

Thanks,

Jake

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Viktor Osetrov

Zendesk Customer Care

Hello Jake Warren,

At this moment we have the option to check the activity timeline for specific users. 
Please follow for that -> Announcing the new Customer Profile Page and Activity Timeline open beta

If it's not enough please feel free to create a ticket with us.

Thank you

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Does the audit log exclude Zendesk Explore activities?

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Joyce

Zendesk Customer Care

Hello Nobuhiro,
 
Explore changes are not captured in Audit logs. I've taken a look and found that other users are discussing similar needs here: Explore - Audit Log with list of changes

You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

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What filters should be used when looking up for suspended agents?

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Dwight Bussman

Zendesk Customer Care

Jasper Gonzales

If you're looking to see changes to team members in logs, you can search for Activity of "Updated" with a Type of "Team member"

 

If you want to get a list of any agents/admins within your account who are currently suspended, you can use the normal  search with parameters like this:

type:user role:agent role:admin is_suspended:true

 

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Caroline Kello Am I correct in stating changes to an end user in their language are not captures in the Audit log? Knowing this would really be helpful because the end users language does or can be determining for routing or the offering of dynamic content. The article only states that changes in users are captured (and most changes are) but language doesn't seem to be.

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Are there any audit logs associated with updates made to the OOB Salesforce <> ZD integration settings? i.e. Ticket View, Data Sync, Support app ? 

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Jupete Manitas

Zendesk Customer Care

Hi Sam, thanks for writing in! This audit log does not include integration like Salesforce however, you may use the Viewing the integration log that includes Salesforce integration instead.  For Salesforce, it can capture logs for the following activities:
 
  • Ticket sync: Synchronization of Zendesk tickets to Salesforce Cases when they are created or modified in Zendesk
    Note: Tickets that are created or modified in Salesforce are not included in the integrations log.
  • Accounts to Organization sync: Synchronization of Salesforce Accounts to Zendesk organizations in Support when they are created or modified in Salesforce
  • Contact to Users sync: Synchronization of Salesforce Contacts to Zendesk users when they are created or modified in Salesforce
  • Leads to Users sync: Synchronization of Salesforce Leads to Zendesk users when they are created or modified in Salesforce.
 
We hope this will suffice at the moment. 

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Ryan Winkler

Zendesk Product Manager

Hey Sam,

Is the integration logs sufficient for what you're looking for? I'm interested in knowing more of your needs surrounding logging around this.

I'd love to hear more about what's missing!

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Please do enrich the filter options. Plus it would be more than nice to be able to filter it by product (Support, Guide, Gather, and especially Sell) - Sell has no audit log, it would be very nice to trace back who made certain changes. 

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jvon

Zendesk Luminary

Are bulk deletion actions expected to be in the audit log?  We have a workflow which involves deleting duplicate tickets (long story....) while we see some tickets that are manually deleted one-by-one - we do not see tickets that are bulk deleted. 

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Ivan Miquiabas

Zendesk Customer Care

Hi Fanbot Automation, 
 
Thanks for reaching out! Bulk deletion entries will show on Audit logs as one-by-one per ticket deletion as well not by bulk. 
 
 
 

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jvon

Zendesk Luminary

So - there's probably an opportunity for enhancement here with the Activity Type filters.

I was able to find the activity in the audit log -- the Activity Type displays as "Permanently Deleted" (capture.png)

However - the filters don't have "permanently deleted" as an option, only deleted. (capture2.png)

Also - kind of weird for this to reference my account name within the assigned organization and not my community name - not sure if that placeholder can be updated :)

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Ivan Miquiabas

Zendesk Customer Care

Hi there, 
 
I believe yes, this can be submitted as a product feedback. I would suggest this to our product team, but if you do have spare time, you write them a feedback directly. 
 
With regards to your Community name, not sure if that is associated with a placeholder, but here is an article to change it. Hope that helps! 
 
 
Cheers! 
 
 

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Is there a way to exclude specific actors from the log? I'd like to remove an API actor, as well as an admin from the audit log so that I can identify users who may mistakenly make changes and look at education them.

Thank you as always :) 

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Ivan Miquiabas

Zendesk Customer Care

Hi Matt Taylor,
 
Good day! I don't think there is a way to completely remove other actors such as API and admin on the list, but you can always utilize filters to easily find what you are looking for. Just make sure you do know specific timestamps or actor to at least ease your way on finding a specific log. 
 
 
Hope that helps! 

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Is there a way to schedule the audit log to send to email via CSV/EXL? We'd like to be able to schedule the audit log to send a log of the past x day/weeks/months. 

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Scheduling with filtering so it alerts based on concering changes would be beneficial.

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Ryan Winkler

Zendesk Product Manager

Is there a way to exclude specific actors from the log? I'd like to remove an API actor, as well as an admin from the audit log so that I can identify users who may mistakenly make changes and look at education them.

Thank you as always :) 

 

Hey Matt! No exclusions possible at the moment, but I have that logged as a proper feature request, and definitely see the need.

No ETA or priority on that at the moment, but I can say that explicit feedback like yours helps a lot with prioritization, so keep them coming! We're listenting :) 

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Ryan Winkler

Zendesk Product Manager

Is there a way to schedule the audit log to send to email via CSV/EXL? We'd like to be able to schedule the audit log to send a log of the past x day/weeks/months. 
 

Scheduling with filtering so it alerts based on concering changes would be beneficial.


At the moment we do not have any sort of scheduling or alerting of any kind in product for Audit logs. We generally advise to export to your data warehouse or tooling which can alert and action from the API itself

However, that doesn't really help in terms of ease of use or general needs when you don't have that, or need a user friendly option, and I can definitely see how both of those could be useful.


Hannah Lucid  – For the export for the csv/file, what do you use to review that from there? Do you upload the file to your analytics tool or some application to read that or are you just reviewing the file directly? Is the CSV/XML export out of convienance or is that the ideal output?

I'm curious on the full journey here, for sure



@monica  — For alerting – What is your ideal outcome? Email? Webhook (3rd party integration alert) or something else? Curious to know your thoughts here — Is there anything specific or higher priority to alert on than anything else? What would you denote as a concerning change?


Thanks, both of you, for the feedback and thoughts!

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For the export for the csv/file, what do you use to review that from there? Do you upload the file to your analytics tool or some application to read that or are you just reviewing the file directly? 

We would review the file directly. An excel export would be ideal in this scenario since it would be easier to read.

 

Is the CSV/XML export out of convienance or is that the ideal output?

Convenience, but also ideal. We have three different instances of Zendesk, so having separate files could/would be beneficial. 

Also, as many other have noted, the audit log doesn't include all adds, deletions, modification, etc. events that happen. Things that aren't applicable to many admins, such as agent logs ins, are clearly listed out, but things like form field condition modification/deletion is not included/clear. Having a clear audit log would be *chefs kiss*.

Thank you!

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