Monitoring Audit Log
A business witnesses a spectrum of activities on a daily basis, such as setting up configurations, adding users, deleting records, interactions with customers. Although there are applications that can automate much of these processes, and there are teams dedicated to managing certain activities, it is still important to be aware of all that is happening and monitor them regularly.
Ticketing software like Zoho Desk helps manage support interactions, triggers workflows to automate regular tasks, guides agents to ticket closure, allows user management, and more. For a system that handles such crucial and complex day-to-day activities, it is important that the administrator keeps track of all the events and changes in the system.
As an administrator, it is crucial to monitor and keep a tab on all the activities that take place in their organization's Desk account. This will help
them understand,
- What caused an event
- What happened before or after an event
- Who performed the actions
- When was something done
Over time, these insights can help pinpoint errors, troubleshoot, revert changes before consequences, and, most importantly, analyze if the processes are working as desired. For example, the audit log will display if a workflow notification was sent to the agent when the ticket status changed to "under evaluation".
Availability
Permission RequiredUsers with administrative privilege can view and access Audit log.
Check Availability and Limits
Viewing audit log
Audit log is the sequence of events or actions performed by the Zoho Desk users, displayed in chronological order. By default, all users who have admin access can view the audit log.
In the audit log, admins can view the changes that were made to workflows, blueprint, assignment rules, and custom modules.
Note
- Even if an admin doesn't have access to a particular department, they will be able to view the actions that were performed on a record that belongs to this department.
- Records that undergo automation and are included in the custom module will be displayed in the audit log.
- Generate an audit log for layouts and fields by selecting the layout and fields option from the Entities field drop-down while applying filters. The log will display the date and time of additions, details of what has been added, the person responsible for the additions, along with their IP address and department information. Additionally, it will provide information about the specific action and sub-action performed.
- Audit logs are retained for a minimum of two years.
- Audit logs related to deleted entities are retained for 120 days.
The following information will be displayed about each action:
- Date and time when the action was performed
- Name of the action
- User's name who performed the action
- The department in which the action was performed
- The configurations and modules where the action happened, such as field update, workflow, and assignment rule
- Type of action performed (if the record was edited, added, or deleted)
- The notifications that resulted from the action
To view audit log
- Go to Setup > Privacy and Security > Audit Log.
In the Audit log page, a list of actions performed by users will be displayed. The most recent action will be displayed at the top.
Filtering audit log
Users can filter the audit log to find specific records quickly. The records can be filtered based on the following criteria:
- Date - Today, last 7 days, or custom dates
- User who performed the action
- Department
- Entity - Includes the module and configuration where the action was performed
- Actions - Added, updated, and deleted
To filter records in audit log
- Go to Setup > Privacy and Security > Audit Log.
- In the Audit Log list view, click the Filter icon from the top.
- In the left panel, select the values in the fields using which you want to filter the records.
You can select the Date, Department, User, Entity, and Action. Based on the criteria relevant records will be displayed.
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