Announcing the enhanced access log with contextual insights and advanced filters

Announced on | Rollout on
December 3, 2025 | December 3, 2025

The access log has been upgraded to provide clearer, more actionable insights by transforming complex and noisy access data into understandable information.

This announcement includes the following topics:

What's changing?

Why is Zendesk making this change?

What do I need to do?

What's changing?

Previously, the access log was often difficult to interpret, which slowed down incident response and complicated compliance. With this update, each log entry now includes detailed business context, accurate product categories, and concise summaries—making it easier to understand activity directly within Zendesk.

Additionally, we've minimized the number of events displayed by filtering out entries related to internal operations. This reduction in log volume helps decrease noise without losing important insights.

The new advanced filtering options allow admins immediate access to important activities such as unauthorized user profile views, changes to sensitive account settings, suspicious updates to contact information, and management of API credentials and automation workflows. This results in faster detection of security risks, smoother compliance report preparation, and significantly increased operational efficiency.

Why is Zendesk making this change?

Zendesk is improving the access log to provide the clarity and ease of use customers need to effectively monitor and secure their systems. These enhancements bring immediate benefits by enabling quicker detection of unauthorized access, simplifying compliance through clearer log details, and lowering operational workload with powerful filtering abilities.

By making the access log more understandable and easier to work with, Zendesk enables customers to identify security threats sooner, confidently manage data privacy, and improve overall efficiency. This upgrade ensures organizations can proactively respond to emerging security challenges while meeting evolving regulatory requirements.

What do I need to do?

No action is required. These enhancements will be activated automatically on the rollout date for customers with the Advanced Data Privacy and Protection (ADPP) add-on with the access log enabled. You can immediately use the improved categories and filtering options available in both the Access Logs API and user interface.

For more details, see Using the access log to monitor agent activity.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.