Audit log is a chronological set of records that provides documentary evidence of activities that have been undertaken by support agents.
Use Case 1Check if some of your agents choose to answer only easy tickets by viewing how many seconds the particular ticked was open by the agent. (Peter - Viewing ticket 5 seconds - today 12:25)
Use Case 2Find out who has edited a knowledgebase article. (Knowledgebase entry 3335 saved by Michal - yesterday 08:46)
Use Case 3Control what an agent has been working on during a specific time frame. (David Chatting with other agent. + Viewing ticket + Updated departments for user - today 12:32-12:40)
Use custom filter to show only certain actions or select agent, department, time frame to retrieve specific data.