Audit Logs

46 Commentaires

  • Dan Ross
    Community Moderator

    Searching in the audit log would be impressive, right now it's a giant hot mess that can't be meaningfully sorted. We have over 200k end users and over 130 agents - being able to audit and investigate issues as they come up would be a huge time saver.

     EDIT: Did some math. We currently have 1940 pages of audit logs after being live for about 2 months. There's about 100 records displayed per page. That's almost 200k audit records. Why do we need a developer to be able to do a basic search through this data?!

    9
  • Till Kothe

    I would also like to see changes to groups in the audit log! (or basically any change you can do to Zendesk settings (i.e. not tickets).

    7
  • Kay
    Community Moderator

    Yes please. It would be great to see more logging, like activation/deactivation/changes of organisation fields, user fields, ticket fields and so.

    7
  • Dawn Anderson

    With the changes to the audit log now showing succesfull log ins, this causes the audit to be overloaded with agent log-ins especially when we have over 800! 

    Is there any plans on making the audit more searchable so you can filter for the type of change that was made?

    6
  • Heather Rommel
    Community Moderator

    yes yes yes

    +100000

    audit log is useful to some degree but does not include some crucial info.

    we would like it to include literally everything you can't find in "show all events" in a ticket.  

    And the ability to export it.

    5
  • Ryan Mumby

    UPVOTE!

    An easy audit GUI with more filtering and data is essential for larger enterprise clients.

    As others have mentioned these are big points

    More types of data

    • All standard/custom organization fields for sure, user and ticket would be a nice to have

    Zendesk settings changes

    • Groups, roles, security settings, etc.... as our admin team grows this is becoming more important

    Better sorting/filtering

    • Being able to choose a specific users, organizations, agents, change types etc would all be great.

     

    5
  • Abdul Rahal

    Hi, 

    Can we also have the ability to see end user profile changes in the audit log, specifically email address changes, which I believe is excluded? If the downside to that is too much data is displayed could we have a filter to remove them if necessary?

    As changes to end user profile can affect customers, it would be really useful too see changes made to their accounts.

    Thanks. 

    5
  • Socorro Fernandez

    Even an option to pull a full extract from the audit log page or even in the Reports section of Support would be a super helpful start.

    While having to pull this from an API and parse the JSON is an option when troubleshooting as an admin, these are extra steps that an auditor may not like to see if any sort of investigation is underway. This is becoming more and more important as we need to ensure we are in compliance, both federally and that of our internal teams.

    5
  • Lila Kingsley

    Agree with Abdul & Heather above, we need to know when user records are manually modified by agents.  We had to grant permission to a user group to edit user/org for one very specific scenario.  Unfortunately, your edit permission is for ALL fields on user/org and agents mis-use it and manually modify email addresses which they should not do. 

    3
  • Caroline Kello
    Zendesk Product Manager

    It's quite noisy, you're right. Search/filter/sort is the next piece of functionality we want to introduce so it's at the top of the list. 

    Would love to hear what kind would be useful to you if you're open to sharing!

    3
  • Jeremy Holmes

    I agree. There should be a native option to work with the data. Even a simple search or export to .csv would be better than what we have now.

    2
  • Patrick DePalma

    +1 for the ability to export without an API

    2
  • Pedro Rodrigues

    Hi, are there any logs for changes in Guide/HC?

    2
  • Hope Notz

    Yes to all of this! 

    Building out the audit log to include User / Organization changes and to be searchable would help tremendously. Not only would it help us, but it would also help your team troubleshoot issues. Win, win!

    2
  • Dan Ross
    Community Moderator

    Hey Caroline Kello


    Thanks for acknowledging how noisy this is. Since this was enabled, each day has about 4 pages of audit log entries just for sign ins alone. it's taken an already bad experience to worse. 

    Glad to hear this is finally getting looked at, thank you!

    For us, at a minimum, we need to be able to search/filter (inclusively and exclusively) by

    • Event Date/Time (exact match, or range)
    • Actor (searchable dropdown like we have in tickets, perhaps?)
    • IP Address (text field)
    • Type (Created, Updated, Audit, Apps)
    • Item Changed (Ex: New Organization, Macro Created, Macro Updated)
    • Item Changes (this one could be tricky but being able to search for any changes made to any macros using FIELD X would be great at scoping out how some changes were made.
    • Ability to jump to a specific page number (even if just by query parameter in the URL


    Thanks for considering!

    2
  • 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
  • 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
  • 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! 

    2
  • Angeli Ho

    Need a tool with information to help the administrator troubleshoot the system.

    We have 3 system admins and sometimes I do not know why certain things happen and need to look for which admin do what at when.

    Currently audit log is useless.  It does not capture who create a group, who make changes to a user field, who did what and when.  And no searching or filtering capability make it hard for us to get the information faster.

    1
  • Pedro Rodrigues

    I'd like to highlight the need to include user-level mergers in the audit

    1
  • Tod Kehrli

    +1 for auditing all admin changes, including fields, forms, groups.  And to be able to export results.

    1
  • Pedro Rodrigues

    Also, any plans to have any kind of auditable data for Chat? And/or usage data like for triggers, e.g. by accessing https://example.zendesk.com/api/v2/triggers.json?include=usage_30d

    1
  • Neus

    Please create a Audit log acording to your product category. Logging group changes, hability to search and export, etc.... 

    1
  • Will Seader

    Auditing is useful, but it would be nice if it included more data. It would be nice to know who is creating/modifying/deleting forms and fields.

    1
  • Louise Dissing

    +1
    We would also love to see any changes made to the widget settings in the auditlog! :-)

    1
  • Susan Maher

    Recently we noticed that some users that were suspended have become unsuspended however we do not have any entries in the log.  This is very serious as these users need to remain suspended.  We have no way of identifying who performed this action.  Please consider improving the log and the ability to retrieve information from it without just merely scrolling through. 

    1
  • Marta Jacuk-Zurak

    Hi,

    I agree with all of the above. The full audit log should contain actions on groups, user fields, ticket fields, forms and all that can be changed/create/delete.

    The full audit log can be accessible to download only, not necessary to add it to an existing audit log.

    Thanks

    1
  • Caroline Kello
    Zendesk Product Manager

    Dan, have you checked out the new location of audit log in Admin Center? It will give you the date range filter and export to csv. 

    Thanks for the clarification on "search/filter (inclusively and exclusively)". That was something I had on my list to validate. I'll take a look at "Ability to jump to a specific page number (even if just by query parameter in the URL" that might be something we can look at separately. 

    1
  • 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

Vous devez vous connecter pour laisser un commentaire.

Réalisé par Zendesk