Communication log

Technical IMAP, SMTP, and OAuth2 operations are logged without message bodies or secrets.

Overview

This page explains how to use Communication log and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow

  1. View metrics. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.

  2. Filter by period, log, direction, account, and status. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.

  3. Search for technical metadata. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.

  4. Trace individual processing steps. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

  5. Configure the retention period. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

  6. Understand cleanup and secret filtering. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

Notes

  • Visible menu items and actions depend on the signed-in agent’s group and program permissions.

  • Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.

  • After making changes, test at least one realistic use case with a user in the affected role.

Communication log