AI logs in Thena

​
AI logs

We’re excited to announce our new AI logs tab, a dedicated view inside each ticket that captures every action taken or attempted by AI agents. This powerful addition provides a transparent audit trail of automated activity, ensuring full visibility into how AI contributes to ticket handling.

​
What gets logged

  • Status changes: When the AI updates ticket status
  • Fallbacks to human agents: When AI defers due to policy constraints or confidence issues
  • Custom field updates: Setting fields like “Issue category” or product tags
  • Ticket associations: Linking related tickets for context
  • Summaries and notes: AI-generated internal notes or conversation summaries
Each entry includes who (or what) acted, when it happened, and often, why—via the Show reasoning link that reveals the AI’s internal decision path. For more detailed information, check out our AI logs guide.