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Activity Logs

Activity logs track the complete history of actions on individual requests, providing transparency and accountability.

What are Activity Logs?​

Activity logs are request-specific records showing:

  • Every change made to a request
  • Who made each change
  • When changes occurred
  • What specifically changed

Activity Log vs Audit Log​

Activity LogAudit Log
Per-request historySystem-wide events
Visible to agentsAdmin-only access
Focused on request lifecycleAll system actions
User-friendly formatTechnical detail

Accessing Activity Logs​

On Request Detail Page​

  1. Open any request
  2. Scroll to Activity section
  3. View chronological history

Activity Stream​

The activity stream shows:

  • Status changes
  • Assignment changes
  • Comments added
  • Attachments uploaded
  • Field modifications
  • SLA events

Activity Types​

Status Changes​

Jane Smith changed status
Open → In Progress
January 15, 2024 at 2:30 PM

Assignment Changes​

John Doe assigned request
To: Jane Smith
From: Unassigned
January 15, 2024 at 2:15 PM

Comments​

Jane Smith added a comment
"I've identified the issue. The user's Outlook 
profile is corrupted. Recreating the profile now."
January 15, 2024 at 3:00 PM

Field Updates​

John Doe updated priority
Medium → High
January 15, 2024 at 2:20 PM

Attachments​

Jane Smith added attachment
"error_screenshot.png" (245 KB)
January 15, 2024 at 2:45 PM

SLA Events​

System: SLA Warning
Resolution time 75% elapsed
January 15, 2024 at 4:00 PM

Activity Details​

Each activity entry shows:

FieldDescription
ActorWho performed the action
ActionWhat was done
TimestampWhen it occurred
DetailsSpecific changes or content
System/ManualWhether automatic or user-initiated

Filtering Activities​

By Type​

Show only:

  • Status changes
  • Comments only
  • All changes
  • System events

By User​

Filter to see actions by:

  • Specific agent
  • Any team member
  • System-generated only

By Date​

View activities:

  • Today
  • Last 7 days
  • Custom range

Comments in Activity​

Comment Types​

Public Comments

  • Visible to all parties
  • Part of official record
  • Used for requester communication

Internal Notes

  • Visible to agents only
  • Not shown to requesters
  • Used for team coordination

Adding Comments​

  1. Scroll to activity section
  2. Enter your comment
  3. Select comment type
  4. Click Add

Comment Best Practices​

  • Document all significant actions
  • Use internal notes for sensitive info
  • Be professional in public comments
  • Include relevant details

Attachments in Activity​

Viewing Attachments​

  • Click attachment name to download
  • Preview images inline
  • See file size and type

Attachment History​

Track:

  • Who uploaded
  • When uploaded
  • Original filename
  • File size

System-Generated Activities​

DZDESK automatically logs:

SLA Events​

  • SLA timer started
  • SLA warnings at thresholds
  • SLA paused/resumed
  • SLA breached

Assignment Events​

  • Auto-assignment triggers
  • Escalation events
  • Group routing

Integration Events​

  • Email received
  • API updates
  • Sync operations

Activity Timeline View​

Chronological Display​

Activities shown newest-first:

  • Most recent at top
  • Scroll down for history
  • Load more for full history

Collapsed View​

Long activities can be:

  • Collapsed by default
  • Expanded on click
  • Fully expanded option

Exporting Activity History​

Export Options​

Export request activity as:

  • PDF report
  • CSV data
  • Include in request export

Export Process​

  1. Open request
  2. Click Export menu
  3. Select Activity History
  4. Choose format
  5. Download

Use Cases​

Handoff Between Agents​

When reassigning:

  1. Review activity history
  2. Understand what's been done
  3. Continue from last point
  4. No need to start over

Dispute Resolution​

If questions arise:

  1. Activity log is definitive record
  2. Shows exactly what happened
  3. Timestamps prove sequence
  4. Cannot be altered

Quality Review​

Managers can review:

  • Agent communication quality
  • Response timeliness
  • Problem-solving approach
  • Documentation completeness

Training Material​

Use real activities for:

  • New agent training
  • Best practice examples
  • Process improvement

Best Practices​

For Agents​

  1. Document every significant action
  2. Add context to status changes
  3. Use internal notes appropriately
  4. Keep comments professional

For Managers​

  1. Review activities for quality
  2. Identify training opportunities
  3. Recognize good documentation
  4. Address documentation gaps

Privacy Considerations​

What's Logged​

  • All request-related actions
  • User identities
  • Timestamps
  • Content of comments

Access Control​

  • Agents see requests they can access
  • Activity visible to those with request access
  • No separate activity-only access

Retention​

  • Activities retained with request
  • Deleted when request purged
  • Subject to data retention policy