Announcing the Access Log API to monitor agent activity in your Zendesk account

Announced on	Rollout on
October 4, 2023	October 4, 2023

We're excited to announce the release of the Access Log API, designed to enhance the data security and administrative control of your Zendesk account. This API is offered with the Advanced Data Privacy and Protection (ADPP) add-on, available for purchase starting today.

The Advanced Data Privacy and Protection add-on is for customers with advanced data privacy and security needs beyond the strong security we already provide for every Zendesk customer. The Access Log API is the first feature available with this add-on. Additional features, including advanced data retention, advanced redaction, data masking, and advanced encryption, are expected in future releases.

This announcement includes the following topics:

• What is changing?
• Why is Zendesk making this change?
• What do I need to do?

What is changing?

After the API setting is enabled in your account, you can export a detailed log of access events in your Zendesk account, giving you the following:

• 90-day access history: The access log is a record of access events for your account related to tickets, user profiles, and searches for the past 90 days. Access events are instances where an agent or admin has viewed data even if they did not take action on it.
• Enhanced security: Identify potential security risks by monitoring unusual data access patterns.
• Improved administrative control: Support compliance with your company's data policies by tracking data access.

Why is Zendesk making this change?

Zendesk is committed to giving you control over your data, and with the launch of the Access Log API, you will be able to strengthen customer privacy with a detailed record of data access by agents in your account. You’ll be able to drive accountability and get visibility into which agents have viewed what data, when, and from which IP address. You can identify and prevent risks of inappropriate data access and support compliance with data privacy regulations.

What do I need to do?

To purchase the Advanced Data Privacy and Protection add-on and gain access to the Access Log API, see Buying the Advanced Data Privacy and Protection add-on.

See Monitoring agent activity with the Access Log API to learn more, including example scenarios for using the access log to help protect your Zendesk account.