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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

Feedback - The new agent home experience is really really great! I just have 2 comments: 

 

1. If the Requested Tickets can be added to this view, that will be great - showing the requested tickets of the person signed in.  I know this is in the Requested View, but it would be nice to have it all in one place in the agent home. 

 

2. Open Tickets - This seems to only be showing the count of tickets in the Open status, specifically.  However, for those that use custom statuses we have several “Unsolved” Statuses.  Perhaps this could be Unsolved tickets (Open, Pending,New,Hold) - instead of just Open status. 

 

Thank you! 

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Is the ability to pull audit logs via the API require the plan to be on the Enterprise or Enterprise Plus plans as well? Or is it only required to view the audit log in the application?

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Hi Zendesk Folks,

 

I noticed that custom fields for Organizations have their changes logged in the unfiltered Audit Log, but once I set filters to only show entries related to an Org the only Audit entries that display are those related to the baseline data items on an Org.

 

As an example: AAA DeleteCorp is created and gets populated with information in the Tags and Notes default fields, then text is entered into custom Organization Text Fields and Drop-Down fields.  The Audit Log will show all of this activity in the raw and unfiltered state, but if I apply an Item filter for (Organization AAA DeleteCorp) I only see the Audit entries relating to Tag updates, the free text in the Notes field, and the creation event for the Org.  The custom Text fields do not show up at all in filtered view and the only clue to the Drop-Down changes are the associated tags getting applied to the record.

 

Is this a known issue, or could this be linked to an account running on an older legacy instance of Zendesk?

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Dwight Bussman

Zendesk Customer Care

HeyO Abe Kwiatkowski - good catch - that does seem odd to me. I'm seeing the same behavior in a recently-created test instance, so I don't believe this is related to having an account on a legacy plan.

It appears that the system fields (org name, notes, details, tags, domains, ticket visibility permissions) are included in that Organization filter, but that custom fields are excluded for some reason. I'm not sure if this is because they're under a different index or because they were somehow overlooked in this filtering's search logic. 

In any event, I'll make sure our product team is aware of this discrepancy. Thx for calling it out!

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Thank you Dwight Bussman !

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