Improve Audit Log
Hi Zendesk team, I would like to suggest an improvement in the Audit Log feature to have more confidence in the data.
Context, during an incident an agent reported that he had not performed an action and due to the fact that there is a Chatbot integration that could have performed the same action as the users, where the tickets related with the chatbot showed the Chatbot action in the same period of the agente, it was not possible to distinguish whether the user had performed the action or a Chatbot calling via API would have performed the action on behalf of the agent.
On that specific occasion, support from the Zendesk engineering team was needed to identify specific logs on the User's edit screen to confirm that it was a manual action by the agent (ticket in Zendesk to facilitate understanding #11089599).
I would like to ask that the case be studied to improve confidence and data that clearly demonstrate actions performed via API and actions performed manually with more details of where the action originated.
Audit is necessary to know who added / changed/ deleted team members and at what time and date
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