Home > Technical Support > Features and functions > Audit log - Documentary evidence of activities

Audit log - Documentary evidence of activities

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

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
  • Call - Hangup
  • Call - Pickup
  • Call - Reroute
  • Call - Ring

Audit Log Setup

Step 1: Navigate to Configuration>System>Plugins, find Audit Log plugin and click on the Activate button.

 

Step 2: To view the records of tracked actions navigate to Configuration>System>Tools>Audit log

Audit log custom Filter

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

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