Viewing the audit log for changes

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86 Comments

  • Dave Dyson
    Hi CJ, I see you've responded with a couple items of feedback in the Audit log - We want your feedback! thread -- that'd be the best place for this feedback as well. Thanks!
    -1
  • Katie McCormick

    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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  • CJ Johnson

    Katie McCormick It does not, you can upvote the feature request for it here though: https://support.zendesk.com/hc/en-us/community/posts/4408860640410-Explore-Audit-Log-with-list-of-changes


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  • Jacob Hill

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

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  • Gabriele Biella

    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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  • Andrew

    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 - 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.

    0
  • Kim Dickey

    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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  • Jake Warren

    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

    0
  • 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
    0
  • Nobuhiro Kobayashi

    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.
    0
  • Jasper Gonzales

    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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  • Roy Landman

    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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  • Sam

    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. 
    0
  • 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!

    0
  • Jiri Fait

    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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  • Matt Taylor

    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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