Audit Logs

41 Comments

  • Dan Ross
    Community Moderator

    Nope, never knew that existed, and I was recently in this part of the UI a few weeks ago. I was using the Admin Settings-> Account->Audit Logs in Support. Do these logs include audits for any product we own, or just Support?

    I didn't see this in any release notes, was there any announcement on this made anywhere?


    Overall, this looks pretty good!  I'll check this out a bit, it's definitely headed in the right direction.

     

    Thanks for the reply Caroline!

    1
  • Caroline Kello
    Zendesk Product Manager

    It was released yesterday, so no wonder you didn't see it 😄 It's the same logs for now, but a starting point to allow us to scale and add in more features with the end goal of removing the Support location. 

     

    1
  • Stephen Belleau

    Caroline Kello This is great! Looking forward to the next release - definitely headed in the right direction.

    One thing I'd love to see changed is that all of the user sign-in logs shouldn't be part of the account audit logs. It would be amazing if that was moved to a spot on the individual user's profile page. 

    1
  • Caroline Kello
    Zendesk Product Manager

    Hey Stephen, end-user sign ins isn't captured at the moment, it's only agent activity. Are you seeing something different on your account at the moment? Or just feedback for future consideration? 

    0
  • Stephen Belleau

    Caroline Kello Right, sorry for being unclear. I did mean agent sign-in logs - it would be great if that was on the agent profile page, instead of cluttering up account audit logs. Feedback for future consideration.

    0
  • Caroline Kello
    Zendesk Product Manager

    Thanks for the clarification and feedback, much appreciated! 

    0
  • Hillary Latham
    Community Moderator

    Caroline Kello I agree that the audit log is not useful now that successful logins are listed.  Date range isn't a helpful filter for me - most of the time I'm looking to see who changed a particular record so I can talk to them about it - I have no idea the date the change was made.  Now there are pages of successful log in lines so I can't even reasonably do a browser search on a few pages to find what I'm looking for.

    A search on the key words in the items changed field would be very helpful.  Or a search on the user role (including custom roles) could also be helpful - I'm mostly looking for activity that only an admin or someone with extra security could do.  So that activity would narrow down my search.

    2
  • Adam Steinberg

    I'd really like the ability to find out who edited a user's name. This is the scenario: customer writes in that their name has been changed to "Customer <unprintable expletive>". How do I find out whether it was an agent that modified the customer name, or whether it was the customer trying to "prank" us?

     

    Adam

    1
  • Dan Ross
    Community Moderator

    Great suggestion Adam! I'd like to expand it to include any changeable attribute (name, email, custom fields etc.) 

    One really awesome feature would be an admin only 'view this object in Audit Logs' button. 

    Having somewhere on the User or Org that I can click to take me to a prefiltered part of the audit log to just show me events with that object would be SUCH a timesaver!

     

    2
  • Dan Cooper
    Community Moderator

    I noticed that there was a recent change that allowed for a few more audit log activities to be shown.

    "Audit log now shows events for when an agent is added to and removed from a group, when an organization is deleted, and when a group is deleted."

    It's great seeing movement here, I hope that this continues until everything is available.  I also agree that filters should be added sooner than later aside from date ranges. There are some filter options available via the API but it's still fairly tedious and I find myself regularly wishing for action to be an available option

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  • Caroline Kello
    Zendesk Product Manager

    Filtering is next on our list; we're planning on this being an iterative approach and are currently working on the ability to filter by actor with more actions/filters to come. 

    As for gaps in our audit log events, that's something that's top of mind for us as well and we're planning on continuously closing those gaps until we're as close to "everything" as possible.

    More good stuff to come! 

    1

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