The audit log shows various changes in your Zendesk account since the account was created. It saves a record of these changes indefinitely, and you can view the entire change history. You can view the audit log in Admin Center or via the Support API.
This article contains the following sections:
About the audit log changes
There are two key things to understand about the audit log: the types of changes captured and the details provided for each log entry.
Changes captured in the audit log
The audit log tracks changes that agents and admins have made to your Zendesk account. End user activities are not captured.
The audit log shows changes to the following areas:
- Account information and settings
- Users (updates to existing users only; activities related to creating new users are not captured)
- Apps
- Web Widget
- Business rules
- Ticket settings
- Organizations
- Custom objects
Audit log entries
For each entry in the audit log, the following information is included:
Column | Description |
---|---|
Time | Time and date the event occurred |
Actor | User or system that caused the event |
IP address | IP address of the user who caused the event |
Item | Object changed by the actor |
Activity type | Type of action for the event (Created, Updated, Deleted, Exported, or Signed in) |
Activity | Details about the event |
In the Zendesk API and Zendesk Support, audit log timestamps appear in Coordinated Universal Time (UTC). In Admin Center, audit log timestamps are shown in your account's time zone. See Setting your account's time. If you are unsure of what time the audit log is using, hover your mouse pointer over the information icon in the Time column heading.
Viewing the audit log in Admin Center
From the Audit Log page in Admin Center, you can view the audit log as a whole, sort the log by time, filter the list, or export a copy of the log.
- In Admin Center, click
Account in the sidebar, then select Audit log > Audit log.
Filtering the audit log
Often, only part of the picture is available when you visit the audit log. For example, you might know when something changed (but not what) or who changed something (but not when). Since the audit log can include a large volume of events, filtering makes it easier to find what you’re looking for.
While top audit events are available as filters, not all event types can be filtered. Additional audit events will be added over time.
To filter the audit log
- In Admin Center, click
Account in the sidebar, then select Audit log > Audit log.
- Click the Time column to sort the entries by date.
- To use more filters, click Filter.
Additional filters appear in a side drawer.
- To find entries within a specific date range, enter a Start date and End date.
-
Enter a name in the Actor field to filter by the people or systems responsible for the activities.
- Select an Activity type to filter entries by the action type (Created, Updated, Deleted, Exported, or Signed In).
- Use the filters in the Item section to filter by a specific
setting, user, or business rule that has changed.
- In the Type field, select or search the generic item type you want to filter by (for example, "Trigger").
- In the Names field, select or search for the specific items you want to filter by (for example, the trigger named "Notify assignee of comment update").
- Click Apply filters.
Exporting the audit log
You can export a CSV formatted copy of the audit log. If you filter the list before starting the export, the CSV file is also filtered this way. The exported copy is emailed to your primary Zendesk email address.
To export a copy of the audit log
- In Admin Center, click
Account in the sidebar, then select Audit log > Audit log.
- Filter the audit log as needed.
- Click Email CSV.
95 comments
Sierra Collins
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!
0
Everett Cavazos
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?
0
Abe Kwiatkowski
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?
0
Dwight Bussman
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!
1
Abe Kwiatkowski
Thank you Dwight Bussman !
0