Support  ·  Records and your data

Audit log

See who changed which setting, and when.

The Audit log is the record of changes to how the helpdesk is set up. When something starts acting differently, look here first to see what changed and who changed it.

What’s in it

Each line has when it happened, who did it, and what changed. The tag (like Forms · Changed) says which part of Settings it was, and the line under it gives the details, often the old value and the new one.

It covers changes like these:

• People, roles, departments, teams, categories, locations, and forms
• Routing rules, approval boards, shared lists, SLAs, and business hours
• Surveys, home pages, emails, branding, and ticket options
• Shared saved replies, announcements, and whether a department’s articles need approval
• Helpdesk passwords being set or removed
• The System settings, like sign-in and the mailbox connection
• Records retention: legal holds and purges
• Each use of AI help on a ticket

It also notes a few things that happen on their own or at sign-in. Someone signing in for the first time gets a line saying which role they were given. Every use of the emergency account is here, along with a lockout after too many wrong tries. Lines with nobody behind them show System in the Who column.

What’s not in it

Ticket changes aren’t here. Every ticket keeps its own history, so open the ticket to see who replied, reassigned it, or changed its status.

Older changes

The page shows the newest 300 lines, newest first. Older lines aren’t deleted, but they don’t show here. If you need one from further back, ask whoever runs the helpdesk’s server to look it up in the database.

Nobody can edit or remove a line from the audit log in the helpdesk, including Super Admins.