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.