I spent over an hour on the phone with customer service last week and they said they will look into what triggered your System Administration "user" (shown in Audit Log) to create new users for 1099 vendors (users appear in dropdown on audit log view but do not appear as QBO users). Plus the system administrator sent emails out on my companies behalf to the said users it created saying their 1099s were ready. This all happened March 25 and March 27 and our 1099s were done back in January so it makes no sense. This caused confusion to our vendors and we had no idea an email went out nor why it went out which is unacceptable. On top of that, your audit log doesn't explain why "System Administration" does what it does and your customer service did not know why either.

At the end of the call, your Customer Service representative said he would find out and get back to me via email or a phone call. I received the email response from QBO Customer Care yesterday at 2:55am. He pretty much only answered one of my questions asked on the phone but totally skipped the actual question of telling me what triggered System Administration to do this. He then recommended I use this forum to ask for additional explanations to be added for the activity. I responded to his email with the following:

"I understand that as a general answer but the question I asked for you to open a ticket for still remains: what prompted the System Administrator account to create new “users” and send them emails on March 25th and March 27th. If this needs to be escalated, please do. Not knowing why QuickBooks System Administration is doing this is beyond a feedback on intuit.com issue where no one responds or acknowledges the feedback and this resulted in emails going out from QuickBooks on behalf of my company to my vendors. I need a response as to what triggered this so I know not to do this and can advise the rest of my team as to not to do wherever triggered this. Please advise or forward to someone who can.
"

But received an automated response from "No Response" that my email was not accepted. The amount of time your systems waste for users being able to get their issues followed through and actually closed to satisfaction is extremely disappointing. As a QBO user for 10+ years, I don't know why I am still surprised at the lack of improvement you have had with customer service. I mean your phone call return system you have is awesome but small business owners do not have time to keep having to explain themselves over and over again when you have some glitch in your system that needs addressing.

Please:
(1) allow customer service tickets to have correspondence from QBO users to close out the ticket. Some other forums use a system where is customer doesn't respond within three (3) business days then ticket is automatically closed.

(2) update the audit log to have full transparency as to what is going on from whoever is viewing the audit. This should include relaying the fact to what triggered a System Administration user activity event and if any emails were sent. Plus any emails sent from QBO on behalf of a company should have that company's email address cc'd on the email.

Thank you!