Audit Logs in BoldDesk provide a centralized record of user activities, system events, configuration changes, and delivery failures, helping administrators monitor system activity, troubleshoot issues, improve security, and maintain compliance across their help desk operations.
Example Use Case: If an email notification, workflow, integration, or webhook fails unexpectedly, administrators can use Audit Logs to quickly identify the cause, review failure details, and take corrective action to restore normal operation.

Check out this video for more details.

Accessing Audit Logs in BoldDesk

To view audit logs:

• Navigate to Admin module.

• Select Audit Logs under the General section.
  

  
  
  

Types of Audit Logs

BoldDesk offers multiple log categories for granular monitoring. The following audit log types are available:

Activity Logs

Activity logs contain details about specific events or operations, like what was changed and who made the changes. These logs include the user’s name and email ID, the event’s time and date of occurrence, the type and category of the event, a summary of the event, and more details on the user. For example, if you change any general settings, the activity will be logged here with the details mentioned above. This can be useful in many ways when monitoring. You can filter the activity logs by date, event category, event type, or username. Explore further instructions about How to Effectively Track Changes Using Activity Logs in BoldDesk.

Access Logs

When a user logs into the agent or customer portal, the event is recorded in the access logs. These logs capture login, logout, and impersonation activities across both portals. The access logs provide the following details:

• Username – The user who performed the action
• Date and Time – When the action occurred
• IP Address – The IP address from which the user accessed the system
• Category – Type of action recorded (e.g., login, logout, impersonation)
• Brand Name – The brand under which the action was performed
• Login Source – Indicates the login method (e.g., form login, Google, Microsoft)
• Country – The user’s location, typically derived from the IP address

You can filter access logs by date, event category, country, and username to quickly locate specific records.

Blocked Email Recipient

This log lists email addresses that have been intentionally blocked from receiving emails due to filtering rules, spam detection, or other security measures enforced by the BoldDesk email system or its service provider. You can filter these logs by date, reason, recipient email, and source for easier tracking and resolution.

Workflow Error Logs

These refer to logs that capture errors or failures in automated workflows—such as triggers, rules, or automation sequences that fail to execute as expected. These failures might occur due to:

• Invalid conditions or actions in a workflow

• Missing or deleted resources (e.g., users, tags, or templates)
  

  
  
  

Email Failure Logs

These logs capture details of undelivered emails caused by bounce or complaint statuses. These logs can be filtered using event type, ticket ID, and recipient.

Omnichannel Failure Logs

Omnichannel failure logs refer to records of failed interactions or message deliveries across multiple communication channels integrated into BoldDesk. These channels may include:

• Email

• Live Chat

• WhatsApp

• Facebook Messenger

• Twitter/X

• SMS

• Telegram
  

  
  
  

Since BoldDesk unifies these channels under its Omnichannel Customer Service platform, any failures in message delivery, integration, or webhook execution related to these channels would be captured under existing failure log categories.

Integration Failure Logs

These logs capture information about failed app integration attempts within the help desk system. Under this tab, you can find logs related to failed integrations of apps available in the marketplace. Each log entry in the table includes the integration name, integration type, failure type, date, and integration details. To find specific failures, apply filters using the date and integration name.

Webhook Failure Logs

Webhook failure logs contain information on failed webhook attempts. These logs can be filtered by date and webhook name.

Workflow Webhook Logs

Workflow Webhook Logs track webhook requests triggered by workflow automations in BoldDesk. Workflow Webhook Logs record:

• Request details
• Response details
• Delivery status
• Timestamps
• Errors encountered during workflow-triggered webhook calls

Developer API Webhook Logs

Developer API Webhook Logs track webhook events generated through Developer API integrations. Developer API Webhook Logs capture:

• Event details
• Request details
• Response details
• Delivery status
• Failure messages

Permission

To access audit logs, the user should enable the View audit logs permission in the Roles and Permissions section under the Admin module.

Troubleshooting Audit Log Errors

The following errors may occur when repeated integration delivery failures are detected or when BoldDesk cannot update an audit-log entry.

Integration Temporarily Deactivated

Error message: Due to a series of delivery failures, the "{0}" integration has been temporarily deactivated. The {0} placeholder displays the name of the affected integration.
When It Appears: This message is recorded in the audit log when BoldDesk temporarily deactivates an integration after a series of delivery failures. The message provides an audit trail showing why the integration was deactivated and identifies the affected integration.

Resolution:

1. Go to Admin > Audit Logs.
2. Select Integration failure logs.
3. Filter the records by the affected integration name and failure date.
4. Open the relevant log entry and review the available failure details.
5. Correct the error identified in the integration failure log.
6. Retry the affected integration operation.

If the integration remains inactive or the delivery failure continues after correcting the reported error, contact BoldDesk Support and provide:

• The integration name.
• The complete error message.
• The date and time of the failure.
• The relevant integration failure-log details.

Audit Log Update Failed

Error message: Audit log update failed.
When It Appears: This error appears when BoldDesk cannot write an audit-log entry because of a backend error. Audit logs are immutable records. If BoldDesk cannot write the required audit-log entry, the originating operation may not be completed.

Resolution

1. Retry the original operation once.
2. If the error continues, note the action being performed when the error appeared.
3. Record the date, time, and time zone.
4. Capture a screenshot showing the complete error message.
5. Contact BoldDesk Support with the collected information.

Frequently Asked Questions

1. How do I enable audit log access in BoldDesk?
   Enable the View audit logs permission under Admin > Roles & Permissions.

2. Can I export audit logs from BoldDesk?
   No. BoldDesk does not provide an export option for Audit Logs. Audit Logs can be viewed and filtered in the Admin module, but exporting is not supported.

3. Are audit logs real-time in BoldDesk?
   Yes. BoldDesk updates Audit Logs in real time.

4. How long are audit logs retained in BoldDesk?
   BoldDesk retains Audit Logs and does not remove them under any subscription plan. Exceptions may apply only when required to meet HIPAA compliance and regulatory obligations.

5. Which users can access Audit Logs in BoldDesk?
   Users must be able to access the Admin module and must have the View audit logs permission enabled to access Admin > General > Audit Logs.

6. What should I check first if an integration stops working and I see a deactivation message?
   Check Admin > Audit Logs > Integration failure logs, filter by the integration name and failure time, review the failure details, and correct the reported integration error.

7. What filters should I use to find a specific login attempt?
   Use Access Logs and filter by date, username, country, and event category (login/logout/impersonation).

Related Articles

1. How to View Audit Logs for Changes in Admin Settings
2. How to Effectively Track Changes Using Activity Logs in BoldDesk
3. How to Access and Analyze Portal Login Logs for Troubleshooting