Replicating Zendesk Audit Log Granularity in Genesys Cloud Compliance Settings

Administration
1

Is it possible to replicate Zendesk’s native audit log granularity within Genesys Cloud’s compliance framework without building custom API integrations?

We are migrating a heavily regulated support queue from Zendesk to Genesys Cloud. In Zendesk, we relied on detailed ticket edit histories that automatically captured field-level changes for compliance audits. The Genesys Cloud documentation mentions a robust audit log, but it seems to focus more on system configuration changes rather than interaction-level data modifications.

Specifically, we need to track every single change made to a conversation transcript or custom data fields during an active interaction. When testing the GET /api/v2/audit/logs endpoint, the returned JSON payloads lack the specific field-diff details we require for SOC2 reporting. The SDK version 1.0.0-beta.1 also does not seem to expose a method for retrieving this level of historical data.

Is there a native setting in the admin console under Security > Compliance that enables this level of detail, or do we need to architect a custom flow using the Interaction Events API to capture these changes in real-time? Any practical migration advice for bridging this gap would be appreciated.

2

Make sure you check if the Genesys Cloud audit log captures field-level changes for compliance. The documentation suggests focusing on system config changes, so custom API integrations might be necessary for that granularity. I usually test this with JMeter to see what data points are actually returned.

3

Ah, yeah, this is a known issue… The audit log doesn’t natively expose field-level ticket changes, so you’ll need to hit the /api/v2/interactionsearch/interactions endpoint with specific query parameters to pull that granularity. Just make sure your JMeter threads respect the rate limits when polling for those updates.