Monitoring Audit Log - Online Help | Zoho Desk

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,
  1. What caused an event?
  2. What happened before or after an event?
  3. Who performed the actions?
  4. 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 
InfoPermission Required
Users 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, blueprints, agents, departments, assignment rules, contacts, accounts, and custom modules.


Upon clicking each entry, the admin will be able to view the details of the respective log in the log details popup.


If any data belonging to Accounts, Contacts, Agents, or Custom Module is updated, the detailed view displays the previous value and the new value it is updated to. For example, if the website field was empty during  a contact creation but was later added, the old value field will be empty as there were no entries made.Once the website is updated, then the new value field will display the new and existing value. 


Notes
Note:
  1. 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.
  2. Generate an audit log for layouts and fields by selecting the Agents and Workflow 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.
  3. Audit logs are retained for a minimum of two years.
The following information will be displayed about each action:
  1. Date and time when the action was performed
  2. Name of the action
  3. User's name who performed the action
  4. The department in which the action was performed
  5. The configurations and modules where the action happened, such as field update, workflow, contacts, accounts, and assignment rule.
  6. Type of action performed (if the record was edited, added, or deleted)
  7. The notifications that resulted from the actio
To view audit log
  1. Navigate 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:
  1. Date - Today, last 7 days, or custom dates
  2. User who performed the action
  3. Department
  4. Entity - Includes the module and configuration where the action was performed
  5. Actions - Added, updated, and deleted
To filter records in audit log
  1. Navigate to Setup > Privacy and Security > Audit Log.
  2. In the Audit Log list view, click the Filter icon from the top.
  3. 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.

Exporting Audit Log

Admins can export the audit log data as a CSV file to filter data, sort, and search for specific events, which will help to detect irregularities, track user actions, and adhere to the organization's compliance.



Notes
Note:
  1. The audit log can be exported to a maximum of 30 days. 
  2. Admins can export a maximum of 50 audit logs per day.
  3. Once an export is triggered, the admin can export another file only upon completion of the first one. 
  4. An email notification will be sent to the admin once the export is completed.

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