What is an event log? Can I see who made changes on a ticket?

The event log is a record of actions taken on a ticket either by the agent, the ticket creator, or a Mojo bot.

There are two ways to access the event log.

Ticket event log

Agents can view the event log directly on a ticket. This is helpful for answering questions like:

• Who assigned me this ticket?
• Why did the ticket status change?
• Was a notification sent to agent X regarding this ticket?

In the ticket view, select the lightning bolt icon just below the green “reply” button. The event log will be display all updates and actions taken on that specific ticket. This includes actions taken by an agent, the ticket requester or by a Mojo bot.

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.

Event log report

Agents with a role of “Manager” or higher can navigate to Admin Settings > Account > Event log to be directed to the help desk event log report. Click on “Search” if there is a specific item or record that you are looking for.

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)