Note: This feature is only available on Freshdesk Mint.


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Communicating changes made in your helpdesk can be very easy when your team is small with a single Admin managing it. You can email the changes made, or even verbally convey it to your team. Some of these changes could also be related to financial and/or security policies within your company. As and when your team grows, keeping track of all those changes is going to be tedious. Your helpdesk can have multiple Admins who will have access to setting up or modifying existing workflows to improve helpdesk productivity. 


Changes made to a specific module in a helpdesk should be easily trackable so every Admin is aware of the changes made by the other. Audit Log in Freshdesk helps Admins oversee these changes made in the account. This feature focuses on

  • What the change was

  • Who made this change and

  • When it was made


These logs will now assist Admins or Super Admins to go back to an older working setup if the latest changes, made by another Admin, doesn’t work too well. 


Note: Reversing the changes automically is not possible. Admins will have to manually reset/change the setting as per requirement.


Audit Log will assist you in viewing changes made to three specific modules:

  • Account Subscription 

  • Agent 

  • Automation (Dispatch’r, Supervisor, and Observer)


The type of changes logged for each module, in detail, are below:


Modules
Changes
Type of change
Account Subscription
Billing cycle
Changes in monthly/quarterly/half yearly/annual billing (this is only applicable in case of credit card payment) under Admin > Plans & Billing
Plan
Changes made to account plan
CurrencyChanges in payment currency (example: INR/USD/EUR)
Card detailsChanges in the associated card number and expiry date
Number of agents
Changes to the number of agent seats under Admin > Plans & Billing
Agent
(under Admin > Agents)
Agent and Admin
Creation and Deletion
Email address
Changes made to the email address of the agent
TypeOccasional / Full-time
Roles and ScopeChanges made to the Role and/or Scope of the agent
Round Robin AvailabilityAutomatic ticket assignment toggle - ON/OFF
Automations
Dispatch’r Rule
(under Admin > Dispatch’r)
Creation, Deletion, Modification, Reordering, and Activation/Deactivation
Supervisor Rule
(under Admin > Supervisor)
Creation, Deletion, Modification, Reordering, and Activation/Deactivation
Observer Rule
(under Admin > Observer)
Creation, Deletion, Modification, Reordering, and Activation/Deactivation


A quick guide to using Audit Log:

  • Log in to your Freshdesk account as an Administrator

  • Go to the Admin tab and click on ‘Audit Log’ under Account Settings



  • The list of changes performed on the helpdesk, across the mentioned modules, by the Admins will be displayed



  • The ‘Performed by’ column will give you the name of the Admin who performed the action, the time and date when the action was performed, along with their IP address

    • Clicking their name will take you to their agent profile

  • The ‘Event’ column will give you details on the type of action performed — Created, Updated, or Deleted

  • The ‘What changed’ column will give you details of the change along with a link to that module

  • If an update was made to an existing automation rule, you will have an option to ‘View Changes

  • Clicking ‘View changes’ will open out the slider, displaying in detail the original setup along with what was changed, in two distinct grids



Click the ‘Filter’ option to narrow down the changes made: 

  • during a specific time period
  • by a specific Admin 
  • to any one specific module in the helpdesk



By default, the latest change made across these modules on the helpdesk will be displayed first in the list.