What Are Audit Logs & How to Understand Them
Audit Logs are a chronological record of every significant action taken on a ticket. They serve as a transparent, tamper-proof timeline of who did what, when — providing full visibility into the ticket’s journey from creation to closure. These logs are essential for maintaining accountability, streamlining internal reviews, and ensuring that teams follow process workflows correctly.
Where to Find Audit Logs
Audit logs are displayed within the ticket timeline, along with messages and replies. They are styled differently from customer or agent messages and are clearly labeled to show system-generated actions.
What Do Audit Logs Include?
Audit logs capture a wide range of ticket events, such as:
Action Type | Example Log Entry |
Ticket Created | “Ticket created by John (Agent)” or “Created by WhatsApp user” |
Assignment Changes | “Assigned to Riya (Agent)” or “Reassigned from Bot to Agent” |
Status Changes | “Status changed from Open to Pending” |
Tag Updates | “Tag ‘Urgent’ added by Anjali” or “Tag ‘High Value’ removed” |
Bot Escalation / Exit | “Bot exited the flow – ticket escalated to human agent” |
Ticket Resolved/Closed | “Ticket marked as Resolved by Admin” |
Private Replies | “Private reply added by Rahul” |
📌 Every log entry includes the timestamp and user/system identity that performed the action.
Who Can See Audit Logs?
- All agents and admins with access to a ticket can view its full audit trail.
- This ensures transparency across team members working on the same case.
- Audit logs are read-only — they cannot be deleted or edited by anyone.
Why Audit Logs Matter
- Helps managers review handling of high-priority tickets or escalations.
- Allows agents to understand previous actions before picking up a conversation.
- Enables training, QA, and compliance teams to audit process adherence.
- Supports data-driven improvement by highlighting recurring issues or bottlenecks.
Pro Tips for Using Audit Logs
- Before reassigning or escalating a ticket, check the logs for what’s already been attempted.
- During team reviews, reference audit logs to clarify ticket history and decision points.
- Use audit logs in QA workflows to identify gaps in SOP adherence or delayed handovers.