Audit Logs

RapiDesq maintains a comprehensive, append-only audit trail of administrative and security actions in your tenant — configuration changes, user management actions, data exports, permission changes, legal hold activity, and privacy request processing. It exists to answer the question "who did what, and when?" for compliance, security investigation, and internal accountability. This guide covers what's recorded, how entries are structured, how long records are retained, and how to obtain audit records when you need them.

Overview

The RapiDesq audit trail is:

Append-only. Entries cannot be edited or deleted by users, including tenant admins. This is a design property, not just a policy — the audit trail is built to resist tampering.
Comprehensive on administrative and security actions. Changes to configuration, users, teams, policies, widgets, web forms, flows, email connections, and AI settings are recorded, along with security-relevant events and compliance actions.
Selective on routine activity. Day-to-day user work (sending a chat message, updating a ticket status) is not individually logged in the audit trail — that data lives in the ticket and conversation records themselves, which serve as their own history. The audit trail focuses on actions with compliance, security, or accountability significance.
Per-tenant and isolated. Your audit records belong to your tenant and stay in your tenant's home region, like the rest of your data.

What's Recorded

Category	Examples
Security	Authentication and authorization events, SSO configuration changes.
User management	User creation, invitation, deactivation, role changes, bulk imports, team membership changes.
Configuration changes	Message policy changes, widget and web form configuration, conversation flow changes, email connection setup, AI provider and agent configuration, agent status definitions, schedules.
Data access and modification	Data exports, message edits and deletions.
Compliance	Legal hold creation, review, and release; privacy (GDPR) request processing.
Billing and account	Plan and subscription changes, billing events, tenant settings changes.

Record Structure

Every audit record contains:

Timestamp — when the action occurred, recorded in UTC.
Actor — who performed the action: a user, a user, a contact, an automated system process, or a service.
Action and category — what was done, grouped into the categories above.
Target — what the action operated on (the user whose role changed, the policy that was updated, etc.).
Changes — for modifications, the before and after values where applicable.
Context — request metadata such as IP address and user user, captured to support pattern analysis across records.

Where Audit Data Surfaces in the Product

Some compliance features expose their own audit history directly:

Legal holds — each hold's detail view includes an Audit Trail showing when the hold was created, reviewed, released, or expired (see Data Retention & GDPR).
Privacy requests — each request records its verification, processing, and completion timestamps, along with the number of items processed.

Obtaining Audit Records

There is no self-service audit log browser in the tenant admin portal today. When you need audit records — for a compliance audit, a security investigation, or a regulatory request — contact RapiDesq support. Audit records can be produced for your tenant for the period you specify, scoped to the categories relevant to your request.

For data about your conversations, tickets, and contacts themselves (as opposed to administrative actions), use the self-service Data Export page.

Retention

Audit records are retained according to the platform's data retention policy and are available for compliance needs throughout that period. Audit records cannot be edited or deleted by users; legal holds and privacy request records preserve their own history as described above.

Common Use Cases

Compliance review

A compliance audit asks for evidence that changes to access and configuration were logged. The audit trail provides the record of who changed what and when, and support can produce the relevant records for your audit period.

Incident investigation

If you suspect unauthorized administrative activity, the audit trail answers what was changed, by whom, and from where. Request the records for the window in question and trace the sequence of actions.

Offboarding verification

When an employee leaves, the audit trail shows the deactivation event and related user-management changes, providing evidence that access was properly revoked.

When a data subject makes a request, the privacy request record tracks its receipt, verification, processing, and completion. If a regulator later asks for proof that a request was handled within the required timeframe, that record is the evidence.

Best Practices

Document your audit review process. Auditors want to see that you periodically review administrative activity, not just that records exist. A written process (who reviews, how often, what they look for) is part of a mature compliance posture.
Use the legal hold audit trail during litigation. The per-hold history of creation, review, and release events is the record you'll be asked for if a hold is ever challenged.
Request audit records early when investigating. If you suspect an incident, scope the time window and request the records promptly so your investigation works from evidence rather than memory.
Pair audit records with data exports. Administrative history (audit trail) plus content history (data exports) together give the full picture for most compliance requests.

Data Retention & GDPR — retention policies, legal holds, privacy requests, and data export.
Permissions & Access Control — controlling who can perform the administrative actions the audit trail records.
SSO Setup — SSO configuration changes are captured in the audit trail.