{"id":34273,"date":"2026-02-14T12:24:23","date_gmt":"2026-02-14T12:24:23","guid":{"rendered":"https:\/\/help.desk365.io\/en\/?post_type=docs&p=34273"},"modified":"2026-03-18T20:19:26","modified_gmt":"2026-03-18T20:19:26","slug":"audit-logs-in-desk365","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/audit-logs-in-desk365\/","title":{"rendered":"Encrypted field logs in Desk365"},"content":{"rendered":"\t\t
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\nAvailable with:<\/span>\n\n\n<\/circle>\n<\/path>\n<\/svg>\nPremium<\/span>\n<\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Encrypted field logs in Desk365 help you maintain transparency, security, and compliance when handling sensitive data. With encrypted field logs, every action performed on encrypted ticket fields is recorded in one centralized place, making it easy to review who did what, when, and from where.<\/span>\u00a0<\/span><\/p>

This article explains what encrypted field logs are, what activities are tracked, how to use the filters, and the benefits of using logs for compliance and internal reviews.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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What are encrypted field logs? <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Encrypted field logs track all activity involving sensitive data \u2014 including PHI, PII, SSN, CVV, etc., within encrypted ticket fields across Desk365. These logs provide a detailed and centralized log trail to help organizations monitor access, changes, and configuration updates involving sensitive data.<\/span>\u00a0<\/span><\/p>

Each log entry captures:<\/span>\u00a0<\/span><\/p>

  • What activity was performed<\/span>\u00a0<\/span><\/li>
  • Where the activity occurred (ticket fields, forms, roles, etc.)<\/span>\u00a0<\/span><\/li>
  • Which\u00a0encrypted\u00a0field was affected<\/span>\u00a0<\/span><\/li>
  • Who performed the action<\/span>\u00a0<\/span><\/li>
  • When the action was performed<\/span>\u00a0<\/span><\/li>
  • The access source (IP address)<\/span>\u00a0<\/span><\/li>
  • The related ticket number<\/span>\u00a0<\/span><\/li><\/ul>

    All encrypted ticket field related activities are available in one single log view, giving administrators complete visibility without switching between multiple pages.<\/span>\u00a0<\/span><\/p>

    You can access the encrypted field logs by navigating to Settings > Security > Encrypted Field Logs.<\/strong><\/span>\u00a0<\/strong><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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    \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"encrypted-field-logs-desk365\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    Activities tracked in encrypted field logs <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    As mentioned above, encrypted field logs cover a wide range <\/span>of encrypted ticket fields\u00a0<\/span>related<\/span>\u00a0actions across Desk365. Any activity that creates,\u00a0<\/span>modifies<\/span>, exposes, restricts, or configures access to\u00a0<\/span>encrypted\u00a0<\/span>data is captured.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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    1. Ticket fields <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    • Creation of encrypted (PHI \/ ePHI \/ PII) ticket fields<\/span>\u00a0<\/span><\/li>
    • Editing encrypted field properties, including label, description, mandatory status, and tooltip<\/span>\u00a0<\/span><\/li>
    • Enabling or disabling encrypted ticket fields<\/span>\u00a0<\/span><\/li>
    • Deleting encrypted ticket fields<\/span>\u00a0<\/span><\/li>
    • Granting or revoking role-based access to\u00a0the\u00a0encrypted\u00a0ticket\u00a0field(s)<\/span>\u00a0<\/span><\/li>
    • Changing access levels for roles (View & Edit, View Only, or Hidden)<\/span> for that specific encrypted ticket field<\/span><\/li>
    • Restricting or hiding encrypted fields from specific roles during configuration or updates<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"encrypted-ticket-field-desk365\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      2. Ticket forms <\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      • Adding\u00a0encrypted\u00a0fields (such as Patient Name, Patient ID, Insurance Details) to ticket forms<\/span><\/li>
      • Removing encrypted fields from ticket forms<\/li>
      • Updating field requirement rules to encrypted fields on ticket forms\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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        \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"encrypted-ticket-field-added-to-ticket-form\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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        3. Ticket details <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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        • Changes to ticket properties that involve encrypted fields<\/li>
        • Updates made to encrypted data in ticket details\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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          \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"encrypted-ticket-field-in-ticket-properties-desk365\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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          4. Role permissions <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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          Encrypted field logs track all changes made within Settings > Admin > Roles that affect access to encrypted ticket fields and compliance features. This includes, e<\/span>nabling or disabling compliance access for a role, which controls whether users in that role can create, edit, and manage encrypted ticket fields<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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          \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"role-permissions-to-access-encryption-configuration\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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          5. Closure rules <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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          • Creating closure rules that reference encrypted fields<\/span><\/li>
          • Modifications to ticket closure rules that involve encrypted fields<\/li>
          • Deleting closure rules that include encrypted fields\u00a0<\/span><\/li><\/ul>

            Each activity is logged along with the IP address of the user performing the action, adding an extra layer of accountability and traceability.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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            \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"encrypted-ticket-field-in-closure-rules\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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            Using filters to review encrypted field logs <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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            Desk365 provides powerful <\/span>filters<\/span> so you can quickly narrow down log entries and find exactly what you need.<\/span><\/span>\u00a0<\/span><\/p>

            Filter by\u00a0date<\/span><\/b>\u00a0<\/span><\/p>

            You can filter encrypted field logs by predefined ranges or select a custom period:<\/span>\u00a0<\/span><\/p>

            • Today<\/span><\/li>
            • Yesterday<\/li>
            • This week<\/li>
            • Last 7 days<\/li>
            • This month<\/li>
            • Custom date range\u00a0<\/span><\/li><\/ul>

              Filter by activity<\/span><\/b>\u00a0<\/span><\/p>

              Choose where the activity occurred:<\/span>\u00a0<\/span><\/p>

              • Ticket fields<\/span><\/li>
              • Ticket forms<\/li>
              • Ticket details<\/li>
              • Closure rules<\/li>
              • Role permissions<\/li>
              • Automation rules<\/li>
              • Imports\/Exports\u00a0<\/span><\/li><\/ul>

                Filter by performed by<\/span><\/b>\u00a0<\/span><\/p>

                Select one or more agents to see actions performed by specific users.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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                After selecting your filters, click ‘Apply’ to view the matching encrypted field log entries instantly.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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                How encrypted field logs help your organization <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                1. Compliance- <\/span><\/b>Encrypted field logs provide a clear and tamper-proof record of all\u00a0encrypted ticket field\u00a0related activities, helping you meet\u00a0security\u00a0compliance requirements.<\/span>\u00a0<\/span><\/li>
                2. Improved security & accountability- <\/span><\/b>With\u00a0user names\u00a0and IP addresses recorded, administrators can easily trace changes back to the source and\u00a0identify\u00a0unauthorized or unexpected activity.<\/span>\u00a0<\/span><\/li>
                3. Faster internal audits- <\/span><\/b>Instead of manually tracking changes, you can quickly filter and review logs during internal audits or compliance reviews.<\/span>\u00a0<\/span><\/li>
                4. Better change management- <\/span><\/b>Understand when\u00a0encrypted\u00a0fields\u00a0were\u00a0created,\u00a0modified, or exposed, and ensure that access permissions align with your organization\u2019s policies.<\/span>\u00a0<\/span><\/li>
                5. Centralized visibility- <\/span><\/b>All\u00a0encrypted ticket field\u00a0related activities are available in a single audit log view,\u00a0eliminating\u00a0confusion and reducing administrative effort.<\/span>\u00a0<\/span><\/li><\/ol>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                  Best practices <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                  • Regularly review encrypted field logs to monitor access and configuration changes<\/span>\u00a0<\/span><\/li>
                  • Limit encrypted field access to only required roles<\/span>\u00a0<\/span><\/li>
                  • Use date and agent filters during compliance reviews<\/span>\u00a0<\/span><\/li>
                  • Retain the logs as part of your security and compliance documentation<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                    Encrypted field l<\/span>ogs in Desk365 give you complete visibility into how protected information is handled across your helpdesk. With detailed activity tracking, powerful filters, and IP-level traceability, encrypted field logs help you stay compliant, secure, and in control of sensitive data.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":16,"featured_media":0,"parent":27663,"menu_order":3,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-34273","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/34273","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/16"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=34273"}],"version-history":[{"count":45,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/34273\/revisions"}],"predecessor-version":[{"id":36252,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/34273\/revisions\/36252"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/27663"}],"next":[{"title":"Custom password policy in Desk365","link":"https:\/\/help.desk365.io\/en\/articles\/custom-password-policy-in-desk365\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/34280"}],"prev":[{"title":"Ensuring HIPAA compliance in Desk365","link":"https:\/\/help.desk365.io\/en\/articles\/ensuring-hipaa-compliance-in-desk365\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/27671"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=34273"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=34273"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}