Audit log

Audit log is a chronological set of records that provides documentary evidence of activities that have been undertaken by support agents.

Audit logAudit log

Audit log automatically tracks actions like:

  • User - Changed State
  • User - Logged In
  • User - Logged Out
  • General Action
  • User - Viewing ticket
  • User - Left ticket
  • Ticket - Status
  • Ticket - Message
  • Ticket - Internal Message
  • Ticket - File
  • Ticket - Transfer
  • Ticket - System message
  • Ticket - Tags changed
  • Ticket - Voice message
  • Ticket - Note
  • Ticket - Ranking
  • Ticket - Split
  • Ticket - Other
  • Ticket - Call
  • Ticket - Chat
  • Ticket - Facebook
  • Ticket - Forward
  • Ticket - Knowledgebase
  • Ticket - Offline
  • Ticket - Tweet
  • Ticket - Split
  • Ticket - Tencent
  • Ticket - Transfer
  • Ticket - Weibo

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)

Audit log custom Filter

Use custom filter to show only certain actions or select agent, department, time frame to retrieve specific data.

Audit log FilterAudit log Filter

Knowledgebase resources

How to turn on Audit log

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