Auditing and Analytics

Niamh Ferns Updated by Niamh Ferns

DeskDirector DD has many auditing and analytics options available. The audit logs and analytics fall into these categories

  • Authentication
  • Admin changes
  • Email usage
  • Usage analytics
  • Advanced analytics

Audit Log Contents

We use Microsoft's Insight Analytics to capture over 40 Interactive events in the Portals. (These are available, on request, to our Platinum customers.)

Logs generally contain the following

  • Time and date
  • Action
  • Outcome (Success/Failure.)
  • IP address (If available.)
  • Actor
  • Event metadata
  • The event metadata will hold the details of the update in JSON form:
    1 National cloud for OAuth session is global
    2 Resolved user's information from Microsoft graph API.
    3 Jane Doe/User.Name@Company.inc try to login to admin console
    4 System found 2 members for OAuth login
    [
      {
        "name": "Jane Doe",
        "entityId": 111,
        "email": "User.Name@Company.inc"
      },
      {
        "name": "Jane Doe API",
        "entityId": 112,
        "email": "User.Name@Company.inc"
      }
    ]
    5 Member Jane Doe is valid
    {
      "entityId": 111,
      "name": "Jane Doe"
    }
    6 Authorize cookie issued
    {
      "rememberMe": false
    }

The logs can be searched for the following events

  • Create
  • Update
  • Delete

Authentication

Contact Authentication

DeskDirector records every contact authentication event in a contact authentication log

DeskDirector  logs time and date, authentication method, authentication ID, outcome (success/failure), IP address (when available) every  time contact logs into the system. 

For each event you can see metadata appropriate to the  authentication method so that the log can be cross referenced with, for example, Azure AD logs

Analytics and Logs

Whenever Permissions, Board access, Menus, Service Types, Service Groups User Groups, and others are changed for a Companies, Service Agents, etc, these are recorded in an Audit Log for the thing that was changed. Above, you can see an example for Service Agents*. Below you'll see what they look like expanded.

* Note that Service Agents are called "Members" when using ConnectWise as an integration and "Resources" when using AutoTask as your integration.

Email Usage

Every email sent by DeskDirector is logged and the record of that event available for review. You can find the complete system history under Email > Delivery History in the Admin Portal:

Faceted delivery histories are found on the Company/Account and Contact pages:

Usage Analytics

Usage analytics can be found under the Analytics section in the admin Portal. Here you can find information on

  • User portal usage
  • Bigger Brains courses (where purchased)
  • The DD native file system

How did we do?

Main Tabs vs Ticket Tabs

Tech Portal Board/Queue Access Configuration

Contact