Overview

One might be looking for information on the internal logging capabilities of Kayako and whether it logs transactions such as logins, logouts, and other user actions into log files. Moreover, one might be wondering about the retention policies and how these events are monitored by Kayako.

Information

Since Kayako is a cloud-based Software as a Service application, we do not collect nor provide log files for our customers. Furthermore, there is no predefined internal logging nor staff reviewing the events with a specific frequency.

The only time Kayako enables logging is when we are unable to identify a specific problem or a major incident that can not be resolved. In those cases, we always inform the affected parties about the additional logging, and once the root cause is identified and resolved, we revert back the logging overrides. Lastly, no log files are stored in our database after the issue is solved.

Having said that, note that user activity such as login/logout times is available through the UI, and all logged events available in the application can be obtained following the instructions in Retrieving User Activity Logs in Kayako.