Michelle Chen

Caroline, that's right. It would be for their own record. They let us know they need the log data for their internal audit because they're using a third-party web site. They would use the login/logout data for a kind of user behavior analytics. For example, they would monitor how often a user logged into Zendesk and when the user logged in/logged out Zendesk. If activities of a user are abnormal, for instance the user logged into Zendesk at midnight, their audit team contacts the user to check the activities.

 

They laid out some additional items on what they're looking for:
Every login and logout events for each of their user. This logging should include:

Mandatory: User's email address, timestamp when the user login/logout.
Optional: The source IP address from which the user accessed to Zendesk.

They understand some cases, a user may not logout explicitly and so in those scenarios, they'd want to see something like:

[Date/time] [User] - [User email] at [IP] was logged out due to inactivity.

 

Hi team,

I'd also like to see end user data in the audit logs (similar to what we see today for agent users). Our end users are looking for this data for security audit reasons. The data they're looking for is:

• user
• source ip
• login timestamps
• user upload/download events

If this data was added on to the audit logs, we would be able to generate these reports for our end users.

Thanks!