Access your audit logs
Last Update: Sep 2024 • Est. Read Time: 2 MINThe audit log tracks changes in the Kustomer platform done by users and system automations. You can access an audit log for a specific customer, conversation, or for the workspace as a whole. To learn more about what is being tracked, please see Audit Logs.
Who can access this feature? | |
User types | Admins can access full audit log features. Agents can access Customer and Conversation logs. |
In this article
- View a specific customer's audit log
- View a conversation's audit log
- View the workspace audit log
- Filter the audit log
View a specific customer's audit log
Accessing the audit log from the customer will show all events that have occurred on that specific customer.
To view the audit log for a specific customer:
- Navigate to their timeline.
- Select Customer Optionsand then select View Audit Log.
View a conversation's audit log
Accessing the audit log from a conversation will show all events that have occurred on that specific conversation and includes CSAT events such as, how a survey was answered.
To view the audit log for a specific conversation:
- Navigate to the conversation.
- Select Conversation Optionsand then select View Audit Log.
View the workspace audit log
Accessing the audit log for your workspace allows you to view and search events across all customer and conversations objects, as well as any changes that were made to your search, Shortcut settings, or business rules.To view your workspace audit log, go to Settings > Security > Audit Log.
Filter the audit log
You can view audit log results for a desired date range, or filter them by event type.
To filter the audit log:
- Select Filter .
- Select the Event Type from the drop-down menu. Your options are:
- All Events
- Authorization
- Billing
- Conversation
- Customer
- Settings
- Work Session
- Next, select the specific criteria you are filtering on. Available options depend on the Event Type you selected in Step 1.
Event Type Required Description All Events User The user in your organization. Results will display all actions done by them. Authorization User The user that performed that authorization. Billing User The user makes changes to the Manage Payment or Manage Subscription page. Conversation Conversation The ID of the conversation. Optionally, you can select a specific user. Customer Customer The name of the customer. Optionally, you can select a specific user. Settings Section The platform area you want to filter on. Available options are Searches, Shortcuts, Business Rules, or Kustomer Access. Optionally, you can select a different user. Work Session User The user's history when using queues and routing. - Select Apply Filters.