Event logs
By enabling event logs, administrators and regular users can monitor each action performed by team members or workflow rules in a case. This feature can be greatly beneficial to administrators looking to manage their teams more efficiently and to agents who want a better context and overview while handling customer cases.
Event logs are generated when:
- A user views a case.
- A user leaves a case.
- A user or a workflow rule changes the status of a case.
- A user or a workflow rule adds a label to a case.
- A user or a workflow rule removes a label from a case.
- A user or a workflow rule changes the owner of a case.
To activate event logs, log in to your Grasp inbox and open any of your cases. Then, click on the three-dotted icon at the top of the case view and select ‘Enable Event Logs‘. Please note that this setting applies to all users and administrators within the account.