Viewing the audit trail history of cases

2024-02-28Last updated

You can investigate the complete activity history of a case, such as who made changes and when, by viewing the audit trail of the case.

Before you begin

To view the audit trail of a case, you must have the Manage permission level on the case. Audit trail information is never displayed to guest users with Manage permission level.

What you should know

The audit trail of a case tracks users who created, viewed, edited, protected, deleted, restored, or copied the case, and when these actions were performed.


To view the audit trail history of a case:
  1. Open an existing case.
  2. Click More ().
  3. Click Audit trail.
  4. View the case history.
To download the audit trail report:
  1. From the Audit trail page, click Create audit trail report.
  2. Review the report and click Download.


Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available languages.