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Ryan Winkler's Avatar

Ryan Winkler

Joined Apr 14, 2021

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Last activity Feb 03, 2025

Zendesk Product Manager

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ACTIVITY OVERVIEW

Latest activity by Ryan Winkler

Ryan Winkler commented,

Community comment Feedback - Admin Center

February Update:

Hey Everyone,

For anyone tuning in, since the launch of the UI, we've been busy optimising how best to provide this experience, as well as support more fields. Your feedback is KEY to prioritisation, so please don't hold back


Here are some of the key updates we have added since December

[Dec 14th release] Access Log UI: We launched the UI in Admin Center to rapidly expand the use of this feature. No longer will you need to use an API or third party connection for simply viewing. 


Since the original release, notable Updates include:

  • Sort by time (in the API as well!) -- ability to retrieve and view logs by latest first
  • Agent filter by name or email -- Simplify Actor look ups by a name or email!
     
     

    Coming soon:

  • Column manager  -- show or hide certain fields in the UI!
  • URL pathway filter -- Just like our API, filter activity down by URL pathway, instead of Actor, allowing you to check who viewed what specific ticket, attachment, etc.
  • Log Details panel -- A side panel to display further information, such as User Identity, and the groups they belong to.

     

  • Authorization Type and client (user_agent) fields: We’ve added authorization type and client details in the access logs. This enables you and your admins to see very explicitly if activity is coming from an API call, browser or otherwise. So far, we've seen this used to identify API activity and errors which may occur, as well as easier identification of usage of Tokens or non browser use. We're still looking to mature this offering so please let us know if you have any feedback related to this

    GraphQL fields  -- we will add columns to handle GraphQL fields in the UI!

     

    We Need your Help!

    We want to continue to build out an actionable and comprehensive feature, so we're looking for the following direct validation on the following:

    • How important is Description for you? 
      • We're planning to add Description and product area fields to each log event and are looking for any feedback or comments on how important this is to you
      • We have some mock ups that we would love to talk with you about (so please reach out to your Account manager to get in touch!)

         

    • WEBHOOKS/ Pushing data
      • We've heard your need for a better way to get filtered data. We're considering adding webhooks to accommodate this. We're looking for any and all feedback relating to how this could help you with Audit Logs OR Access logs, so please send them in (as a comment or in a ticket!)


Please let us know if you have any questions or concerns. Your feedback to us will help prioritise and is vital to building out the best solution, so please don't hesitate to reach out!



 

View comment · Edited Feb 03, 2025 · Ryan Winkler

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Ryan Winkler commented,

Community comment Feedback - Admin Center

Hey Tim Fischer  !

Thanks for reaching out and providing context here. GDPR and regulatory needs are something we are sensitive to ourselves, so the need is not lost on us!


Deletion of old Audits is something we've done some basic discovery into but have not been prioritised anytime in the near future unfortunately.

Are you just worried about the logs which could have PII within it, or would you like the need to delete settings and configuration changes (Admin center) as well? 

If we were to just target a specific category of logs, which log would we want that to be in?


Would love any additional context or feedback you can provide!

Thanks again for the details and feedback!

 

View comment · Posted Dec 18, 2024 · Ryan Winkler

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Ryan Winkler commented,

CommentGlobal security and user access

Hey Jill, Rudolph and Karl.

Firstly, Apologies for a lack of response, but secondly, we really appreciate the feedback.

Access logs being part of our Advanced data Privacy and protection add-on was an intentional choice due to the very large volume of logs (and data) that are produced. They are unsampled network logs of all agent activity within your account, which equates to millions of records (on average), which brings some large storage considerations.

We've attempted to price and provide the offiering competitively in line with similar offerings in the market, while coupling it with some key functionality to help build value even further, with more and more to come in the future.

However, I understand that cost being a huge blocker is frustrating. While I don't have any changes on pricing to provide, I can say that we are actively listening and here for you with any feedback or concerns.

Keep us honest and continue to provide us this crucial feedback. I can't promise that I will be able to resolve every concern, but I can promise to actively cheerlead for anything need cheering for! 

View comment · Edited Dec 12, 2024 · Ryan Winkler

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Ryan Winkler created an article,

ArticleAnnouncements
Announced on Rollout on
December 12, 2024 December 12, 2024

We're excited to announce the release of the access log UI in Admin Center. The access log is designed to enhance the data security and administrative control of your Zendesk account. This feature is offered with the Advanced Data Privacy and Protection (ADPP) add-on.

The access log functionality was available before today only as an API. With the launch of the access log UI, you can gain insight into what has been accessed based on the URLs that have been visited, directly in Admin Center.

This announcement includes the following topics:

What's changing?

Prior to this release, access log data was only available through an API call. However, with this release, you can now access that data in Admin Center.

The access log UI will be enhanced with additional features over the upcoming quarters. This launch allows you to monitor your agent activity regarding what they view in your Zendesk account directly from Admin Center without requiring the technical expertise or time to retrieve it using the API.

Why is Zendesk making this change?

Zendesk is committed to giving you control over your data, and with the launch of the access log UI, you will be able to strengthen customer privacy with a detailed record of data access by agents in your account from directly within Admin Center. You’ll be able to drive accountability and see 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?

If you already have the Advanced Data Privacy and Protection add-on and the access log turned on, no further action is required; the UI is available to you. If you haven’t turned on the access log, you can turn it on to begin capturing events to show up in the UI.

See Using the access log to monitor agent activity to learn more, including example scenarios for using the access log to help protect your Zendesk account.

If you aren’t an Advanced Data Privacy and Protection add-on subscriber and would like to gain access to the access log UI, see About the Advanced Data Privacy and Protection add-on.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

 

Edited Dec 13, 2024 · Ryan Winkler

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Ryan Winkler created a post,

Post Feedback - Admin Center

Access Log UI release

Calling ALL ADDP subscribers (or anyone thinking of subscribing for Access Logs)!

We've just released our UI for our Advanced Data Privacy and Protection Add-on feature, access logs (Announcement here).


What we're looking for

We are interested in hearing about your experience when using the Access Log UI. We're releasing today to get you access to your events in Admin Center, as we have heard that this has been a major frustration and blocker in regularly using Access logs.

While we plan to continue to make improvements over the next few quarters to this feature, we would love to hear from you on what is important, missing or needs improvement from a functionality or information basis.

You can also check back here to know any known limitations or planned fixes as well (this post will be monitored!)

 

How can you help

Upvote, comment, provide feedback as thoroughly as possible. We're looking for usecases and help find what is best to prioritise and when!

Edited Dec 12, 2024 · Ryan Winkler

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Ryan Winkler commented,

Community comment Feedback - Ticketing system (Support)

Hey Friends, 

Audit Log Product guy here – I didn't realize we didn't have these changes. Let me talk to the team taking care of the dynamic content side of things and see if we can get something going.

No ETA or commitments here, but definitely glad to cheerlead.

and thank you all for the input! It's extremely helpful in terms of uncovering “misses” and prioritizing things… Keep them coming!

View comment · Posted Jul 22, 2024 · Ryan Winkler

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Ryan Winkler commented,

CommentSecurity and user access in Zendesk Support

Is there a way to schedule the audit log to send to email via CSV/EXL? We'd like to be able to schedule the audit log to send a log of the past x day/weeks/months. 
 

Scheduling with filtering so it alerts based on concering changes would be beneficial.


At the moment we do not have any sort of scheduling or alerting of any kind in product for Audit logs. We generally advise to export to your data warehouse or tooling which can alert and action from the API itself

However, that doesn't really help in terms of ease of use or general needs when you don't have that, or need a user friendly option, and I can definitely see how both of those could be useful.


Hannah Lucid  – For the export for the csv/file, what do you use to review that from there? Do you upload the file to your analytics tool or some application to read that or are you just reviewing the file directly? Is the CSV/XML export out of convienance or is that the ideal output?

I'm curious on the full journey here, for sure



@monica  — For alerting – What is your ideal outcome? Email? Webhook (3rd party integration alert) or something else? Curious to know your thoughts here — Is there anything specific or higher priority to alert on than anything else? What would you denote as a concerning change?


Thanks, both of you, for the feedback and thoughts!

View comment · Edited Jul 11, 2024 · Ryan Winkler

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Ryan Winkler commented,

CommentSecurity and user access in Zendesk Support

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 :) 

 

Hey Matt! No exclusions possible at the moment, but I have that logged as a proper feature request, and definitely see the need.

No ETA or priority on that at the moment, but I can say that explicit feedback like yours helps a lot with prioritization, so keep them coming! We're listenting :) 

View comment · Posted Jul 11, 2024 · Ryan Winkler

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Ryan Winkler commented,

Community comment Feedback - Admin Center

Hey Sydney and Hannah,

Thanks so much for the in depth feedback.

My team (the Audit log and Access Log team) does not presently have these events slated to add, but I will explicitly reach out to the people who own skills and skill based routing to see if we can at least get this in the back log.

It is my intention to have a fully comprehensive (and complete) audit log service, so every event is very important.

If you have any feedback or additional thoughts on this, or more context in terms of urgency, or impact that NOT having this or anything within Audit logs or Access logs is taking, I'd love to hear it!

View comment · Posted Jul 10, 2024 · Ryan Winkler

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Ryan Winkler commented,

Community comment Feedback - Admin Center

Hey Michelle, to confirm, are we talking about SSL certificates on brands & CNAME for host mapping or the SPF/DKIM/DMARC/CNAME verification for support addresses?

Just want to verify before I go into solutions or recording the right feedback.

View comment · Posted Jul 10, 2024 · Ryan Winkler

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