Feature Request Summary:
Please log changes to end-user fields in profiles. This has been a request that has been open since at least 2018. This is not even my first time requesting this, but my request was also closed out and never actually implemented. Support told me that if I want this feature, I must post again requesting it. So here I am, posting again, asking that you please implement this.
Description/Use Cases:
Case 1: A customer’s name has changed to something inappropriate. Did the customer do this? Did an agent? There’s no way to tell, or even tell when it happened.
Case 2: You notice that the checkbox for VIP keeps getting unset on some VIP customers. There is absolutely nothing you can do to figure out what happened. Was it a system glitch? An agent? There is no way to tell.
Case 3: You notice that customers are being removed from Organizations. There is no record of this and no way to tell when or what caused it.
All of these are examples from this very forum.
Business impact of limitation or missing feature:
This is a huge headache and a security issue. Either you have to lock your agents out of making any changes to profiles at all, and keep the number of people allowed to make changes very very small, or understand that you have no history or control over what’s contained in profiles. I’ve had to write python scripts to scrape the API daily to try and catch changes, which is only effective in very specific scenarios, and does not actually tell me when it happened or who did it, I just now know that it happened and a 24 hour window in which it happened.