Utilisation du journal d’accès pour surveiller l’activité des agents (module supplémentaire Confidentialité et protection avancées des données)

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Kristie Sweeney

Zendesk Documentation Team

Modification le 11 févr. 2025

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      Sydney Neubauer

      With the new addition of the access log into Admin centre, there are some key differences from the audit log. 

      1. The OLDEST record is at the top and you can't change the order of dates. Why would we need to see the access log from months ago opposed to today? The Audit log shows the newest entries first

      2. You can only filter by name. Audit log allows you to filter by event. It is essential to filter by events - if you need to see all those who accessed an HR ticket for example. If you need to do this, you have to go to the very last page the (next, next, next) then read each event backwards.

      3. You can only filter one name at a time.  The audit log allows you to add multiple names which is essential if you are looking for a group of individuals to see

      4. The current name you are filtering does not show at the top like it does in the audit log. So you have to click into the filter to see if you want to clear it or change it. Imagine having multiple tabs open for the access log with different filters - you can't tell on first glance like you can in Audit log

      5. You cannot export the events to at least ctrl+V. Audit log has this ability

      6. The access log shows you the URL but it truncates so you have to hover over the entry to see the end (there are hundreds of entries for talk but the end part is what is unique)

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      Ryan Winkler

      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! 

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      Jill Bragg

      Agree with Rudolph & Karl. We have hundreds of agents, so it's not even an option for us, because it's so expensive. The fact that this functionality should be included makes it worse. I could easily pull what I need in a few minutes versus opening a support ticket and having to wait hours for help. There's no need to burden Zendesk's support team with tickets when your customers could get what they needed themselves.

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      Karl Maamets

      I agree with Rudolph, this really feels like something that should be a part of the Suite Enterprise package at the very least. An overpriced add-on seems a bit disingenuous from Zendesk when they are pushing the Suite model to "avoid legacy systems having tons of add-ons".

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      Shawna James

      Hey Rudolph, thank you for providing your feedback to us on the pain points around add-ons. We have logged your concerns and appreciate again you taking the time to share with us.

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      Rudolph

      This should come with an existing Suite subscription of some level. What's the point in selling something called "Suite" if so many add-ons continue to be developed? It makes moving off the old ala carte legacy model seem pointless. We're just going back to that model, which eliminates the supposed savings of Suite.

      Seems like a money-grab.

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