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 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 a reliable record 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 talk about how to get the most out of this tool and how to use it alongside other solutions to shape 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 activity, 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 of recent activity.

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

The audit log captures a wide range of different events. Instead of hitting you with a massive 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:

Category	Events tracked	Why it matters
User and team activity	User logins, password changes, role updates, team creation/deletion.	Helps you monitor who's accessing the account and ensures everyone has the right permissions.
Ticket lifecycle	Ticket creation, assignment, status changes (snoozed, closed, reopened), merging, deletion.	Gives you the full story of a ticket's journey, which is great for understanding workflows.
Communication	Message updates or deletions (via API), customer profile updates or merges.	Shows you how customer data and conversations are being handled inside the helpdesk.
Automation and rules	Rule creation/updates, macro applications, tag additions/removals.	Perfect for seeing exactly how your automations are performing.
Integrations	Creation, updates, or deletion of integrations.	Logs changes to your connected apps, which is helpful when managing your data flow.

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 checking how your automations are interacting with your tickets.

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 a strong line of defense for helpdesk security. You can use it to monitor logins or check that changes to customer data, like profile updates, are made by the right people.

For instance, a manager could filter by "User deleted" or "Integration deleted" to confirm that all settings remain as intended. It gives you that extra peace of mind that your account is secure.

Troubleshoot effectively with the Gorgias audit log

This is where the audit log really proves its worth. It’s perfect for understanding helpdesk activities. Let's say a customer emails in, wondering why their ticket was closed. Instead of an 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.

It's also useful for technical oversight. For example, some teams manage email forwarding into Gorgias from external platforms like Outlook. While the Gorgias log confirms when a ticket is created, it's the perfect starting point to verify that your data is flowing into the system as expected.

See how your team is doing with the Gorgias audit log

The audit log can also be a useful tool for coaching and training. If you notice an agent is consistently removing important tags or closing tickets, you can filter the log by that agent and the specific event, like "Ticket tags removed." This gives you concrete examples to discuss, turning a routine check into a valuable growth moment for your team.

Getting the most out of your logs: Understanding the Gorgias audit log's focus

The Gorgias audit log is a solid, essential tool that provides a reliable foundation for any support team. To get the most out of it, it's helpful to understand its primary focus.

• It is a comprehensive historical record. The log is designed to tell you exactly what has happened. It’s an excellent resource for reviewing events after they occur, providing a factual basis for security and accountability.

• It provides granular "what" data. An audit log is highly effective at showing that an action, like a macro application, took place. This is a vital part of the support puzzle, allowing managers to see which tools are being used most frequently.

• It offers a wealth of data. The audit log provides a detailed feed of thousands of events. This means you have access to a vast amount of information whenever you need to dive deep into your account's history.

Complement your oversight: Using eesel AI with the Gorgias audit log

While a tool like the Gorgias audit log is essential for accountability, many support teams also look for proactive insights to stay ahead of the curve. This is where eesel AI serves as a great complementary option within the Gorgias ecosystem.

Instead of just reviewing historical records, eesel AI helps you plan for the future. Its simulation mode lets you test AI responses on your historical tickets in a safe environment. You can see how the AI would respond and spot opportunities for improvement before going live. It’s a great way to build even more confidence in your automation strategy.

And while an audit log gives you a clear stream of events, eesel AI’s analytics dashboard provides additional high-level views. It can help highlight common customer issues or gaps in your knowledge base, giving you more ideas for how to optimize your workflows.

Finally, where the Gorgias log shows you that an action ran, eesel AI gives you additional control to define how your AI interacts with your customers. You can start with simple topics and expand as you see the results in your dashboard. It’s a user-friendly way to enhance the powerful features Gorgias already provides.

Mastering the Gorgias audit log

The Gorgias audit log is an indispensable tool for any support team. It provides the accountability, security, and troubleshooting power you need to manage a busy helpdesk. Having a clear, mature record of activity is a must-have for maintaining a professional support operation.

To truly scale your support, you can use the audit log as your source of truth while exploring smart, proactive tools that help you refine your workflows and deliver even better customer experiences.

Get proactive with your support automation

Ready to complement your historical logs with actionable insights? See how eesel AI can provide the simulation tools you need to build a more efficient support system alongside Gorgias. Start your free trial today.