Tag what matters
Add the sensitive tag to tickets that should be monitored — billing, VIP, compliance, escalations, whatever your team calls them.
Zendesk Marketplace App
Know when sensitive tickets get opened. Without the enterprise price tag.
Access Monitor logs ticket views for the conversations that matter — VIP accounts, billing issues, escalations, compliance-sensitive requests — and leaves a short internal note when a rule fires.
No full audit logging program required. No Zendesk Advanced Security add-on. Just lightweight visibility on the tickets where it actually counts.
Free plan available. Pro from $2.00 per agent per month.
Overview
You already know which tickets are sensitive. This tells you who opened them.
Support teams deal with billing disputes, VIP accounts, trust and safety escalations, and compliance-sensitive conversations every day. When someone asks "who looked at that ticket?" — you want an answer that doesn't require a 30-minute audit.
Access Monitor tags the tickets you care about, then logs a short internal note when a matching view happens. That's it. No new dashboard. No separate system.
Rules fire automatically
When a monitored ticket is opened, Access Monitor logs a short internal note, adds a tag, and appends a structured entry to the View Log field.
Review when you need to
Ticket events and the View Log field give you a readable record without flooding the conversation thread.
Screenshots
Everything stays inside Zendesk.
Access Monitor runs in the ticket sidebar and admin panel. Nothing new for agents to learn. The logs show up right on the ticket.
Configure monitoring rules for sensitive ticket tags, agent roles, and non-assignee views — all from the Zendesk admin panel.
A short internal note is added when a rule fires — enough context to know what happened without cluttering the conversation.
The View Log ticket field stores structured entries you can reference, export, or use in Zendesk reporting.
Who it's for
Built for teams that get audited, or just want to know.
You don't need enterprise-grade access logging for every ticket. You need it for the ones that matter. Access Monitor gives you that without the overhead.
Compliance-aware teams
Fintechs, healthtechs, and marketplaces that need a lightweight access trail on sensitive support conversations without a full audit logging program.
Support ops admins
Teams where a manager or legal team has asked "can we see who looked at that ticket?" and the honest answer right now is no.
VIP and escalation workflows
Accounts where visibility matters — executive escalations, high-value customers, trust and safety cases — where you want a record without making it obvious to agents.
Features
Practical controls. Nothing you have to babysit.
Set it up once, configure the rules, and it runs in the background. Logs appear on the ticket. No separate tool to check.
Sensitive tag monitoring
Any ticket tagged with your configured sensitive tag triggers view logging automatically.
Role-based rules
Log views only when certain agent roles open a monitored ticket — useful for flagging admin access to frontline tickets.
Non-assignee detection
Log when someone other than the assigned agent opens a monitored ticket.
Duplicate suppression
Configurable suppression window so the same viewer doesn't generate a new note every time they refresh.
View Log ticket field
Structured log entries stored on the ticket — exportable, reportable, and available in Zendesk Explore.
Import and export
Move rule configuration between Zendesk accounts without rebuilding from scratch.
Pricing
Free to start. Pro when you need more control.
Lite covers the basics with a single default rule. Pro adds the controls teams need once they're monitoring more than one kind of sensitive ticket.
Lite
Free
Monitor sensitive tickets with a single default rule.
- 1 default sensitive-tag rule
- Internal note logged on a matching view
- No setup beyond tagging tickets
Pro
$2.00 / agent / month
14-day free trial. For teams monitoring more than one kind of sensitive ticket.
- Everything in Lite
- Multiple monitoring rules
- Role-based monitoring
- Non-assignee view detection
- Configurable sensitive tags
- Duplicate suppression
- View Log ticket field
- Import and export
Need more?
Questions about fit, volume, or a monitoring setup you want to talk through before installing.
Get in touchFull feature breakdown and setup details are in the documentation.
Honest about limits
A paper trail. Not a compliance program.
Access Monitor logs ticket views when the sidebar app loads and a configured rule matches. It is not a complete record of every Zendesk access event and is not a replacement for Zendesk native access logs or enterprise-grade audit logging.
It is good enough for teams that need lightweight visibility on sensitive tickets. It is not the right tool for teams with strict regulatory audit requirements that need tamper-proof logging.
Access Monitor does not sell customer data, use customer data for advertising, or share customer data with unauthorized third parties.