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
