Angeline Somers
Conquest Care and Support Agency Ltd,
Track Activities Seamlessly With Help Desk Audits
Keep track of all the changes made in your support using help desk audit logs. System administrators must know the sequence of activities that leads to specific actions, events, or processes within your organization. An efficient help desk audit system also ensures that your organization complies with industry requirements or government regulations. Trace all the changes, incidents, issues and enhance your team to take corrective action with DeskXpand's help desk audit.
Audit Log in DeskXpand
Through our help desk audit, administrators can keep track of general behavior and identify unusual activity, logins, or new process implementation issues.
Identify The Change
Admin can identify and trace all the changes made in the helpdesk. From the smallest of the changes, such as ticket archiving, to larger issues like escalating the ticket, DeskXpand logs it all.
Trace the Whereabouts of the Changes Made
Easily track what module the change was made in. You can also identify the IP address location from where the changes were made. Since every agent's action is captured through the help desk audit log, it prevents improper use or unauthorized modifications in any module.
Who Made the Changes?
In a help desk environment, any adverse modification can lead to a bad customer experience and can cause the downfall of an organization. Accountability hence becomes crucial. DeskXpand lets you automatically record your agents' actions and tie them to their unique identity.
When Were the Changes Made?
Track the entire ticket journey and other timings in a detailed manner. With DeskXpand, you can track the complete set of actions or "engagement" by specific support agents within a specific time period on one or more tickets.
