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Ryan Winkler
가입한 날짜: 2021년 4월 14일
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마지막 활동: 2025년 2월 03일
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님의 최근 활동 Ryan Winkler
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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
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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.
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Log Details panel -- A side panel to display further information, such as User Identity, and the groups they belong to.
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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:
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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
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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!)
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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!)
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How important is Description for you?
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!
댓글 보기 · 2025년 2월 03일에 편집됨 · Ryan Winkler
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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!
댓글 보기 · 2024년 12월 18일에 게시됨 · Ryan Winkler
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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!
댓글 보기 · 2024년 12월 12일에 편집됨 · Ryan Winkler
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발표일 | 배포일 |
2024년 12월 12일 | 2024년 12월 12일 |
관리 센터의 액세스 로그 UI 릴리스를 발표하게 되어 매우 기쁩니다. 액세스 로그는 Zendesk 계정의 데이터 보안 및 관리 제어를 강화하도록 디자인되었습니다. 이 기능은 ADPP(고급 데이터 프라이버시 및 보호) 추가 기능과 함께 제공됩니다.
이전에는 액세스 로그 기능이 API로만 제공되었습니다. 액세스 로그 UI 출시와 함께 관리 센터에서 직접 방문한 URL을 기반으로 액세스한 항목에 대한 인사이트를 얻을 수 있습니다.
본 발표에서는 다음과 같은 주제를 다룹니다.
무엇이 변경되나요?
이번 릴리스 전에는 액세스 로그 데이터가 API 호출을 통해서만 제공되었습니다. 하지만 이번 릴리스를 통해 관리 센터에서 해당 데이터에 액세스할 수 있습니다.
향후 분기에 추가 기능으로 액세스 로그 UI가 개선될 예정입니다. 이번 출시로 기술 전문 지식이나 API를 사용하여 검색할 필요 없이 관리 센터에서 바로 Zendesk 계정에 표시되는 내용과 관련된 상담사 활동을 모니터링할 수 있습니다.
Zendesk에서 이러한 변경을 하는 이유는 무엇인가요?
Zendesk는 귀하가 데이터를 제어할 수 있도록 최선을 다하고 있으며, 액세스 로그 API의 출시를 통해 관리 센터 내에서 바로 귀하의 계정에서 상담사의 데이터 액세스에 대한 자세한 기록을 사용하여 고객 개인정보 보호를 강화할 수 있습니다. 어떤 상담사가 언제 어떤 IP 주소에서 어떤 데이터를 보았는지 파악하여 책임감을 높일 수 있습니다. 부적절한 데이터 액세스로 인한 위험을 식별 및 예방하고 데이터 개인정보 보호 규정을 준수하도록 지원할 수 있습니다.
어떻게 해야 하나요?
고급 데이터 프라이버시 및 보호 추가 기능이 이미 있고 액세스 로그가 사용 설정되어 있는 경우에는 추가 조치가 필요하지 않습니다. UI를 사용할 수 있습니다. 액세스 로그를 사용 설정하지 않은 경우에는 사용 설정하여 UI에 표시할 이벤트 캡처를 시작할 수 있습니다.
액세스 로그를 사용하여 Zendesk 계정을 보호하는 데 도움이 되는 예제 시나리오를 포함하여 자세히 알아보려면 액세스 로그를 사용하여 상담사 활동 모니터링하기를 참조하세요.
고급 데이터 프라이버시 및 보호 추가 기능 가입자가 아닌 사용자가 액세스 로그 UI에 액세스하려는 경우 고급 데이터 프라이버시 및 보호 추가 기능에 대한 정보를 참조하세요.
본 발표와 관련된 피드백이나 질문이 있으시면 고객 제품 피드백을 수집 및 관리하는 커뮤니티 포럼을 방문하세요. Zendesk 제품에 대한 일반적인 지원은 Zendesk 고객 지원팀에 문의하세요.
2024년 12월 17일에 편집됨 · Ryan Winkler
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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!
2024년 12월 12일에 편집됨 · Ryan Winkler
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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!
댓글 보기 · 2024년 7월 22일에 게시됨 · Ryan Winkler
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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!
댓글 보기 · 2024년 7월 11일에 편집됨 · Ryan Winkler
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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 :)
댓글 보기 · 2024년 7월 11일에 게시됨 · Ryan Winkler
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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!
댓글 보기 · 2024년 7월 10일에 게시됨 · Ryan Winkler
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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.
댓글 보기 · 2024년 7월 10일에 게시됨 · Ryan Winkler
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