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Audit Logs

Audit logs provide a comprehensive record of all actions taken within DZDESK for security, compliance, and troubleshooting purposes.

What are Audit Logs?​

Audit logs capture:

  • Who performed an action
  • What action was performed
  • When it occurred
  • What changed (before/after)
  • Where (IP address, device)

Why Audit Logs Matter​

Security​

  • Detect unauthorized access
  • Investigate security incidents
  • Monitor privileged actions
  • Identify suspicious patterns

Compliance​

  • Meet regulatory requirements (KVKK, GDPR)
  • Demonstrate access controls
  • Support audit processes
  • Maintain accountability

Troubleshooting​

  • Understand what changed
  • Identify who made changes
  • Track down issues
  • Restore configurations

Logged Events​

User Actions​

EventDetails Captured
LoginUser, time, IP, success/failure
LogoutUser, time, session duration
Password changeUser, time (not the password)
Profile updateUser, fields changed

Request Actions​

EventDetails Captured
CreateCreator, all initial values
UpdateUser, field changes
Status changeUser, old/new status
AssignmentUser, old/new assignee
Comment addedUser, comment type
Attachment addedUser, file name, size
DeleteUser, request snapshot

Administrative Actions​

EventDetails Captured
User createdAdmin, new user details
User modifiedAdmin, changes made
User deactivatedAdmin, reason
Role changedAdmin, old/new role
Group modifiedAdmin, changes
SLA configuredAdmin, settings
System settingsAdmin, changes

System Events​

EventDetails Captured
API accessClient, endpoint, response
Integration syncSource, records affected
Scheduled jobsJob type, status
ErrorsError details, context

Viewing Audit Logs​

Access Requirements​

  • Admin role required for full access
  • Agents see limited logs (own actions)
  • Viewers have no audit access
  1. Go to Settings > Audit Logs
  2. Use filters to narrow results
  3. Click entries for details

Filtering Options​

FilterDescription
Date rangeStart and end dates
UserSpecific user's actions
Action typeCreate, Update, Delete, etc.
Resource typeRequest, User, Group, etc.
IP addressActions from specific IP

Log Entry Details​

Each entry contains:

Timestamp: 2024-01-15 14:32:45 UTC
User: john.doe@company.com
Action: Request Updated
Resource: Request #1234
IP Address: 192.168.1.100
User Agent: Chrome/120.0 (Windows)

Changes:
- Status: "Open" → "In Progress"
- Assigned Agent: null → "jane.smith@company.com"

Retention Policy​

Default Retention​

  • Audit logs retained for 2 years
  • Configurable based on compliance needs
  • Older logs archived or deleted

Compliance Requirements​

RegulationTypical Requirement
KVKKMinimum 2 years
GDPRAs long as necessary
SOC 21 year minimum
ISO 27001Per risk assessment

Exporting Audit Logs​

Export Options​

  • CSV format
  • JSON format
  • PDF reports

Export Process​

  1. Apply desired filters
  2. Click Export
  3. Select format
  4. Download file

Scheduled Exports​

Configure automatic exports:

  • Daily, weekly, or monthly
  • Email delivery
  • SFTP upload
  • Cloud storage

Security of Audit Logs​

Tamper Protection​

  • Logs are append-only
  • No deletion capability
  • Cryptographic integrity
  • Separate storage

Access Control​

  • Only Admins can view
  • No log modification allowed
  • Access to logs is itself logged

Using Audit Logs​

Investigation Scenarios​

Who changed this request?

  1. Filter by resource ID
  2. Find relevant entries
  3. View change details

What did this user do today?

  1. Filter by user
  2. Set date range
  3. Review actions

When was this setting changed?

  1. Filter by resource type
  2. Search for configuration
  3. Find change entry

Compliance Reporting​

Generate reports for:

  • Access reviews
  • Change management
  • Incident response
  • Regulatory audits

Best Practices​

Regular Review​

  1. Review privileged actions weekly
  2. Check failed login attempts
  3. Monitor unusual patterns
  4. Investigate anomalies

Retention Management​

  1. Define retention policy
  2. Archive before deletion
  3. Document retention decisions
  4. Test restoration process

Integration​

  1. Forward to SIEM if available
  2. Set up alerts for critical events
  3. Include in security monitoring
  4. Correlate with other logs

Troubleshooting​

Logs Not Appearing​

  • Check you have Admin role
  • Verify date range filter
  • Allow time for log processing

Cannot Export​

  • Check export permissions
  • Verify date range is valid
  • Try smaller date range

Missing Expected Events​

  • Some events may be batched
  • Check filter settings
  • Contact support if persistent