Overview
Audit logs record the relevant actions taken in the account: configuration changes, agent and team management, permission changes and other administrative actions. They answer the question “who did what and when”, which is essential for security, compliance and incident investigation.
Prerequisites
- The Administrator role to access the logs.
- Audit logs is a premium/optional feature and may not be enabled on your account. If the area doesn't appear, talk to the account owner or support.
Step by step
- In Settings, open the audit area (audit logs).
- View the chronological list of events: actor (who), action (what), target and date/time.
- Use the available filters to narrow the scope (by period, by action type, etc.).
- Open a record to see the action details.
- For external analysis, consider exporting/integrating via the API where applicable.
Settings & options
- Chronological view: events from newest to oldest.
- Filters: help locate a specific action among many records.
- Retention: history is available according to your plan's policy.
Use cases
- Investigate when and by whom a setting was changed.
- Confirm an agent's permission changes after a complaint.
- Meet your company's compliance and security requirements.
Tips, limits & best practices
- Combine audit with well-defined roles: less broad access means fewer surprises in the log.
- Review logs periodically, not only after incidents.
- Logs are read-only — they record history and should not be edited.
Troubleshooting
- I can't see the audit area: the premium feature is not enabled for the account.
- I can't find a specific action: adjust the filters (period/type) and confirm the action is one that's recorded in audit.
- I need more history: retention depends on the plan — talk to the account owner.