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Audit Log: Add filter for when Activity is Suspended



Posted Nov 27, 2023

Add Activity Filter in Audit Log for Suspended action

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. 

I would like to have the ability to filter by Activity in the Audit Log for the action of Suspended. Currently, we cannot drill down this activity on the UI and instead have to export the entire log.

What problem do you see this solving?

Exporting the entire log and then filtering outside of Zendesk takes additional time, which could be reduced if we had the ability to see this in the UI of the Audit Log.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?

We recently wanted to find out who was suspending users in our account. This will happen occasionally to determine which agents are suspending users.

Are you currently using a workaround to solve this problem? 

We have to export the entire log and then filter.

What would be your ideal solution to this problem? How would it work or function? 

There would be a filter for Activity where we could put Suspended and filter by that Activity.


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7 comments

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Sydney Neubauer

Zendesk Luminary

+1 there are a lot of limits for filters in the audit log as it states - this should definitely be a must.

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Shawna James

Community Product Feedback Specialist

Hey Ryan, thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please continue add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Ryan Winkler

Zendesk Product Manager

Hey Ryan (and Sydney Neubauer!)

Audit log PM here -- Just wanted to pop in and say that I have indeed received this feedback, and looking into our gaps of our filters more -- No promises or timelines yet, but I just wanted to reinforce that we're making development decisions based off of what we hear, when we can, and encourage you to provide as much context or impact as you can!



To dive into this more --- Is the overall outcome to determine who suspended what? or is it to further identify  specific agent behavior in the moment? Which aspect is most important?

Is there anything specific about the activity that you are looking for, rather than the activity itself?


Any and all context and details or asks are very interesting and informative, so please share as much as possible (and thank you so much for taking the time to provide the insight! I greatly appreciate it).



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Hi, Ryan Winkler. The most important filter to have on the UI is to be able to filter by Activity "Suspended". This is not currently an option to select.

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Sydney Neubauer

Zendesk Luminary

Ryan Winkler

We primarily look at the "WHO" did what. It is important because there are so many Agents in our system that when something breaks, more than likely, it is because someone changed something and we need to know who and when - so we can revert the changes and inform the party to not make changes. And then ensure that we have an outage window of impacted tickets.

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Yes definitely need more filters. I'm also trying to find out who suspended a certain user so I second Sydney.

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Hi Ryan, 

 

Is there an update on this? I have been trying to track down who suspended a user with no luck. I used to be able to see it quickly with the new user interface (beta), but it was removed. Is there any chance of putting it back? 

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