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 in a dedicated Access Monitor: View Log ticket field

• Track last viewer, last view time, and running view count

• 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 rule, sensitive-tag monitoring, private note on match.
• Pro — unlimited rules, role and non-assignee monitoring, viewer conditions (specific agents, groups, emails, domains), full View Log field set, duplicate suppression, 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 anonymous usage telemetry — see below.

• Ticket data — ID, tags, assignee, group, brand, organization, and status, read to check whether a rule matches.
• 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 — your field list, read once to find the View Log field.
• 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.

Anonymous usage telemetry

When the app loads and when you save settings, Access Monitor sends ASA Labs a small anonymous usage ping: your Zendesk app installation ID, plan (Lite/Pro), app version, and rule counts (how many rules exist and how many are active). This ping never includes ticket data, customer data, agent names or emails, ticket IDs, or rule content. It's used only to understand overall usage and improve the app.

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.