"What actions does the audit log track?"

"The audit log tracks various actions including user login/logout events, ticket status changes, messages, internal messages, file uploads, ticket transfers, tags changes, voice messages, notes, rankings, and many other support-related activities."

"Can I filter audit log data?"

"Yes, you can use custom filters to show only certain actions, select specific agents, departments, or time frames to retrieve specific data from your audit log."

"Why is an audit log important?"

"An audit log is important for security, compliance, performance monitoring, and accountability. It provides documentary evidence of all activities, helps identify suspicious behavior, and ensures transparency in your support operations."

Audit Log

Q: "What is an audit log?"

"An audit log is a chronological set of records that provides documentary evidence of activities that have been undertaken by support agents. It automatically tracks actions like user logins, ticket status changes, messages, and other important events."

Audit logs track support agents’ activities to enhance performance and customer service. LiveAgent offers customizable filters and reports, along with features like a password validator and call center audit checklist. Try it free, no credit card required.

Audit Log Ticket Management Security

What is an Audit Log?

An audit log is a chronological set of records that provides documentary evidence of activities that have been undertaken by support agents. It serves as a comprehensive tracking system that monitors and records all significant actions within your help desk system.

Audit log mockup showing tracked activities

Audit Log Automatically Tracks Actions Like

The audit log captures a wide range of activities to give you complete visibility into your support operations:

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 – Weibo

Why is an Audit Log Valuable?

Implementing an audit log in your help desk system provides numerous benefits:

Enhanced Security – Track all user activities to identify and prevent unauthorized access or suspicious behavior
Compliance & Documentation – Maintain comprehensive records for regulatory compliance and audit purposes
Performance Monitoring – Monitor agent productivity and identify areas for improvement
Accountability – Create a transparent record of all actions taken within your support system
Issue Resolution – Quickly investigate problems by reviewing the chronological history of events
Quality Assurance – Review agent interactions and ensure adherence to support standards
Data Protection – Maintain evidence of data handling and security practices

Audit Log Custom Filter

Use custom filters to show only certain actions or select specific agents, departments, and time frames to retrieve the exact data you need.

Audit log filter interface showing custom filtering options

Knowledge Base Resources

For more detailed information about using the audit log feature, visit our support documentation: Audit Log – Documentary Evidence of Activities

Frequently asked questions

What is an audit log?: An audit log is a chronological set of records that provides documentary evidence of activities that have been undertaken by support agents. It automatically tracks actions like user logins, ticket status changes, messages, and other important events.
What actions does the audit log track?: The audit log tracks various actions including user login/logout events, ticket status changes, messages, internal messages, file uploads, ticket transfers, tags changes, voice messages, notes, rankings, and many other support-related activities.
Can I filter audit log data?: Yes, you can use custom filters to show only certain actions, select specific agents, departments, or time frames to retrieve specific data from your audit log.
Why is an audit log important?: An audit log is important for security, compliance, performance monitoring, and accountability. It provides documentary evidence of all activities, helps identify suspicious behavior, and ensures transparency in your support operations.

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