Event Log: See who did what and when

The event log is a record of all actions that occurred, answering questions like:

  • Who assigned me this ticket?
  • Was a notification sent to the customer?
  • When did agent X last log in?
  • Who made updates to this Mojo bot?

Where to find the event log

  1. Event log report
    • Visible only to agents with a Manager role and above
    • Displays help desk events (ex. changes to configuration, user logins, notifications sent, etc)
  2. Ticket event log
    • Visible to all agents (If an agent has access to the ticket, they can view the ticket event log)
    • Displays events that occurred on the individual ticket

Event log report

For agents with a Manager role or above:

  1. Navigate to the waffle icon
  2. Select Reports > Event log
  3. Expand Search and apply filters as needed

A walkthrough opening the account-wide event log from the ticket list and expanding its search filters.

Ticket event log

There are two ways to get to the ticket event log.

One way is to click on the 3 dots on the upper right and select Show event log.

A ticket's three-dot menu open, with the Show event log option circled.

Another way is to navigate to the lightning bolt icon just below the green “reply” button. Click to toggle the event log.

A walkthrough clicking the lightning bolt icon below a ticket's reply button to toggle the event log open.

By default, the event log will sort with the most recent comments and entries at the top. The sorting order can be changed by toggling the sort order icon.

A ticket event log with the toggle message order button arrowed, used to reverse the sort order of entries.

Changes made by AI assistants (MCP)

When an AI assistant connected through MCP changes a ticket, the event log entry shows the agent it acts for, and ends with a line such as 🤖 via MCP · Claude #12 · 203.0.113.7 · ...: the assistant's name, its connection number, and the IP address and app it connected from. The name and app are reported by the assistant itself, so treat them as a hint; the connection number identifies the exact connection to revoke.

Log retention period by subscription plan

Entries on the event log are stored for a certain period of time as determined by the help desk plan.

  • Team: 90 days (3 months)
  • Business: 365 days (1 year)
  • Enterprise: 1095 days (3 years)