Audit log

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

Audit 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 ticket 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 Filter