Access Monitor

ASA Labs builds small, practical tools for Zendesk admins. Access Monitor does one job: it gives you visibility when sensitive tickets are opened outside their normal ownership or workflow.

If you handle VIP accounts, billing disputes, escalations, compliance holds, or trust and safety cases, the risk usually isn't data leaving Zendesk. It's the wrong person looking at the right ticket. Access Monitor watches for that and tells you.

What it does

Set rules on ticket tags, agent roles, or non-assignee views. When a rule matches, Access Monitor can:

• Add a short private internal note to the ticket

• Apply a Zendesk tag

• Log the view, viewer, and timestamp in a dedicated Access Monitor: View Log ticket field (Pro)

• Add specified agents as ticket followers so they're notified (Pro)

Duplicate suppression keeps repeat views in a short window from spamming your ticket history.

Lite vs. Pro

• Lite — one active rule, ticket conditions, private note on match, one optional logging tag, and duplicate suppression.
• Pro — unlimited active rules, role and non-assignee monitoring, viewer conditions (specific agents, groups, emails, domains), View Log history, custom note templates, alert followers, and import/export.

Data we access, use, and store

Ticket and customer data stays inside your Zendesk instance and your browser and is never sent to an external server. Separately, we collect small amounts of privacy-minimized product telemetry — see below.

• Ticket data — ID, tags, assignee, group, brand, organization, form, priority, and the Access Monitor View Log field when needed, used to evaluate rules and write the configured log.
• Agent data — name, email, ID, role, and group membership of the agent viewing the ticket, used to log the view and evaluate rules.
• Account settings — your time zone, used to timestamp log entries.
• Ticket fields — field metadata may be read to locate the View Log field when Zendesk does not provide its requirement ID directly.
• Alert emails (Pro) — if configured, we look up the Zendesk user ID for each email and add them as a ticket follower when a rule fires.

Rule configuration is stored via Zendesk's app installation settings, with a browser-local cache as a fallback.

Privacy-minimized product telemetry

Access Monitor sends ASA Labs limited product events when its admin or ticket-sidebar surfaces load, configuration is saved, or a matching view is logged or suppressed. Events are limited to a randomly generated Access Monitor installation identifier, app version, plan (Lite/Pro), and, for admin configuration events, aggregate rule counts. Telemetry never includes Zendesk subdomains, ticket IDs or content, customer data, agent names, emails or IDs, rule names or conditions, or other free-form values. It is used only to understand product usage and reliability.

Full privacy policy: https://asa-labs.com/privacy/access-monitor/

Access Monitor logs a view when the ticket sidebar loads and a rule matches. It's built for lightweight, practical visibility, not a complete access log, and not a replacement for Zendesk's native audit tools or dedicated security software.