Data access log

Settings > Data access lists every time someone read customers' personal data in your helpdesk: a customer profile, a ticket, its messages, a satisfaction survey, a drafted reply, an attachment or a customer's Shopify orders. Use it to answer "who looked at this customer?" or to check what a departed employee or an API key read. Only admins can open it.

Each entry records who read what, when, how and from which network address. It never copies the data that was read. Entries are kept for a year.

The audit log is the other half: it records changes. Reads are only here.

Read an entry#

A list counts as one read. Opening a view that shows 29 tickets makes one entry for the list; opening one of those tickets makes another entry for that ticket.

Find entries#

Show older entries at the bottom loads the next batch.

Export entries#

Export shown entries downloads what is on screen, with your filters, as data-access.csv. The file holds the same columns as the table, IP addresses included, so store it as carefully as the customer data itself.

What is not recorded#

• Attachment links opened straight from an email. These links work without signing in, so nobody can be named as the reader.

• Pages that show no customer data, such as settings, macros and rules.

Using it for a privacy request#

When a customer asks who has seen their information, set the dates you need, export the entries, and search the file for their customer number and their ticket numbers. Customer data and privacy covers erasing a customer's data on request.