Understanding the Gorgias audit log: A complete guide

We’ve all been there. That sinking feeling when a high-priority ticket is closed out of nowhere, or a crucial tag goes missing, throwing your entire queue into chaos. You're left scrambling and wondering, "Who did that, and when?"

If this sounds familiar, you're not alone. Every support team has a story like this. That’s where an audit log comes in. Think of it as the detective's notebook for your helpdesk, keeping a running tab on every important action.

This guide will walk you through the Gorgias audit log, showing you how to use it to track changes, solve problems, and keep your account secure. We'll also get real about its limitations and talk about how to go from just tracking what happened to actually shaping what happens next.

What is the Gorgias audit log?

Simply put, the Gorgias audit log is a chronological, filterable list of all the key events and changes made inside your Gorgias account. Its main job is to give you a clear trail of breadcrumbs, helping with security, accountability, and troubleshooting by showing you exactly who did what, and when.

You can find it tucked away in your Gorgias settings under Settings -> Users & Teams -> Audit logs. Once you’re in, you can sift through events using a few simple filters: the team member involved, the type of event, and a specific date range. It’s a handy tool for getting a quick snapshot, though it's worth keeping in mind that you can only look back over the past week at a time.

What key activities can you track in the Gorgias audit log?

The audit log captures a ton of different events. Instead of hitting you with a massive, mind-numbing list, it's easier to think about these actions in a few logical groups. This way, you can find what you need without getting lost in the details.

Here’s a quick breakdown of what you can keep an eye on:

Here's a neat little detail: if you ever see "No user" listed next to an event, it usually means the action was triggered automatically by a Rule, Macro, or an integration. That’s a super helpful clue when you're trying to figure out why your automations are suddenly doing something unexpected.

How to use the Gorgias audit log for better support operations

Knowing what the audit log tracks is one thing; actually using it to make your day-to-day work smoother is another. Let’s look at a few practical ways you can put it to work.

Keep your account locked down with the Gorgias audit log

The audit log is your first line of defense for helpdesk security. You can use it to spot suspicious logins or check that no one is making unauthorized changes to customer data, like deleting profiles.

For instance, a manager could quickly filter by "User deleted" or "Integration deleted" to confirm that no critical settings were tweaked without approval. It just gives you that extra peace of mind that your account is secure.

Figure out what went wrong using the Gorgias audit log

This is where the audit log really proves its worth. It’s perfect for solving those classic helpdesk mysteries. Let's say a customer emails in, frustrated that their ticket was closed without a resolution. Instead of a long, drawn-out internal investigation, you can just pop the ticket ID into the audit log. In seconds, you'll see exactly which agent or which rule closed it, and when. Mystery solved.

It's also useful for trickier technical issues. For example, some teams run into problems with emails not forwarding correctly into Gorgias from a platform like Outlook. While the Gorgias log can confirm whether a ticket was created, it can't see the full journey of that email. In a case like that, you'd still need to check your email provider's logs, but the audit log is the perfect place to start.

See how your team is doing with the Gorgias audit log

The audit log can also be a quiet but useful tool for coaching and training. If you notice an agent is consistently removing important tags or closing tickets too early, you can filter the log by that agent and the specific event, like "Ticket tags removed." This gives you concrete examples to bring to your next one-on-one, turning a potential hiccup into a valuable training moment.

Beyond just looking back: The limits of the Gorgias audit log

The Gorgias audit log is a solid, necessary tool. No question. But like any standard event log, it has its limits. It’s designed to tell you what already happened, not what’s about to happen.

• It’s reactive, not proactive. The log is great for figuring things out after the fact. It can tell you that a rule misfired yesterday, but it can't help you test that rule on your past tickets before you push it live. You're always looking in the rearview mirror, which makes it tough to prevent problems in the first place.

• It shows the "what," not the "why." An audit log will tell you that an agent applied a macro, but it won’t give you any context on why they chose that one, or if it was even the right one for the situation. This is even more true with AI. A log might show that an AI action "succeeded," but it offers zero insight into the quality of that decision or if the customer was actually happy with the outcome.

• It can be noisy. A raw feed of thousands of events is just data, not answers. It's on you to manually dig through it all and connect the dots. The log won't tell you that 30% of your tickets tagged "return_request" could be fully automated, or that your help center is missing an article on your shipping policy.

Level up your oversight beyond the Gorgias audit log with eesel AI’s proactive analytics

While a tool like the Gorgias audit log is essential for accountability, modern support teams need more than just a record of the past. You need tools that give you proactive, strategic insights. And that’s where eesel AI comes in.

Instead of just reviewing what happened, eesel AI lets you peek into the future. Our simulation mode lets you test your AI on thousands of your own historical tickets in a safe sandbox. You can see exactly how it would have responded, what its resolution rate would have been, and spot any potential issues before a single customer ever sees it. It’s like running a "future audit" to build complete confidence in your automation.

eesel AI's simulation mode allows you to test automations on historical data before going live, a proactive feature not found in the Gorgias audit log.

And while an audit log gives you a simple stream of events, eesel AI’s analytics dashboard gives you insights you can actually use. It automatically points out your most common customer issues, finds gaps in your knowledge base, and gives you a clear roadmap for what to automate next. It turns all that raw data into a real plan.

The eesel AI analytics dashboard identifies common issues and knowledge gaps, providing actionable insights beyond the raw data in the Gorgias audit log.

Finally, where the Gorgias log just shows you that an automation ran, eesel AI gives you total, granular control to define exactly which tickets your AI should handle and how it should respond. You can start small by automating just one simple topic, watch its performance in a clear dashboard, and gradually expand as you build confidence. Best of all, you can set it all up yourself in minutes, no developers needed.

Mastering the Gorgias audit log

The Gorgias audit log is an indispensable tool for any serious support team. It provides the accountability, security, and troubleshooting power you need to manage a busy helpdesk. Having a clear record of who did what isn't just a nice-to-have; it's a must-have.

But to really scale your support, you need to move beyond just logging what happened. The future of customer support lies in smart, proactive tools that let you test outcomes, deliver real insights, and give you fine-grained control over your workflows.

Get proactive with your support automation

Ready to move from simply reviewing past events to confidently shaping future ones? See how eesel AI can give you the simulation tools and actionable insights you need to build a smarter, more efficient support system. Start your free trial today.