The Audit Log report shows configuration changes made in your Gladly organization. Use it to see who added or updated Inboxes, Roles, Rules, Users, organization configuration, and Custom Attributes, when each change happened, and whether the change was made by a user or by an automated system process.
The Audit Log is useful for compliance reviews, change-management tracking, and troubleshooting questions like "why did this Inbox stop routing?" or "when did this Rule change?"
Access the Audit Log
Click
.svg?sv=2022-11-02&spr=https&st=2026-04-30T02%3A22%3A22Z&se=2026-04-30T02%3A35%3A22Z&sr=c&sp=r&sig=ynLzT7PKm%2FRTsx1%2BOU0O7BgYF%2Bf48%2BfCCLj%2F6pRyXGg%3D)
.Select Reports.
Under the Audit category, click Audit Log.
The report is scoped automatically to your organization. You will only see events from your own org.
Metrics and key concepts
The Audit Log report uses the following fields to describe each configuration change.
Metric | Description |
|---|---|
Occurred At | Date and time the change was made. |
Entity Type | The type of object that was changed. Possible values: Inbox, Role, Rule, User, Org Config, Custom Attribute. |
Entity Name | The name of the specific object that was changed (for example, the name of the Inbox or Rule). |
Action | What happened to the object. Possible values include Added and Updated. |
Performed By | The name or email of the user who made the change. Changes made by Gladly automation will show "System." |
Event Count | The number of audit events matching the row's grouping. Useful when grouping by Entity Type, Action, or Performed By to see totals over a date range. |
Entity types tracked in this report
Entity Type | What it Covers |
|---|---|
Inbox | Routing groups, including creation and updates to existing Inboxes. |
Role | Custom Roles and changes to permissions on a Role. |
Rule | Inbox routing Rules and other rule-based automations. |
User | Adding new Agents or updating an existing user's Profile, role assignment, or status. |
Org Config | Organization-wide configuration changes (for example, business hours, default settings). |
Custom Attribute | Custom Customer or Conversation attributes added to your org. |
The Audit Log only includes the entity types listed in the table above
Conversation and Customer-level data activity (such as profile deletions or recording redactions) is tracked separately in the Compliance Event Log.
When to use the Audit Log
Use the Audit Log report if you have questions around:
Who changed an Inbox, Rule, Role, User, or org-level setting, and when?
Why did routing behavior change recently — was a Rule or Inbox modified?
What configuration changes happened during a given window (for example, while investigating a ticket or incident)?
Was a change made by a person on your team or by an automated System process?
How often should you review the Audit Log
On demand when investigating a configuration issue, support ticket, or routing change.
Monthly or quarterly as part of a compliance or change-management review.
Audit events appear in the report after a short delay while changes propagate
Wait a few minutes after making a change before expecting it to show up in the Audit Log.
Filter the report
The Audit Log dashboard includes filters to narrow what you see.
Date – Limit results to a specific window (for example, the last 7 or 30 days, or a custom date range).
Action – Show only Added events, only Updated events, or both.
You can also pivot or group by Entity Type, Action, or Performed By to summarize activity over the selected date range.
Download the report as a CSV
To export Audit Log data:
Open the Audit Log report.
Apply any filters you want (Date, Action).
Use the report's Download option to export the results as a CSV.
The CSV download is also scoped to your organization.
Take action on Audit Log data
Once you understand what changed, you can take action.
Investigate unexpected behavior
Routing not working as expected? Filter by Entity Type = Inbox or Rule and review recent Updated events.
Permission issue? Filter by Entity Type = Role or User to see who was changed, by whom, and when.
Settings drift across teams? Group by Performed By to see which users are making the most changes.
Support compliance and change management
Pull a CSV of all changes from the previous month for periodic compliance reviews.
Use the Performed By field to confirm that only authorized administrators are making configuration changes.
Cross-reference Audit Log events against your team's change-management records.
Additional considerations
The Audit Log is restricted to your own organization. There is no way to view another org's events from this report.
Events made by Gladly automation (rather than a person) will show System in Performed By. This is expected for changes triggered by background processes.
The Audit Log shows configuration changes only. It does not include Conversation activity, Customer Profile changes, or Agent activity — those are covered by other reports.