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Jiri Kanicky

Beigetreten 15. Apr. 2021

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Letzte Aktivität 27. Okt. 2021

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KommentarSingle sign-on

Are new users created automatically in Zendesk or do I need to add them first in Zendesk that they can authenticate through Okta?

Kommentar anzeigen · Gepostet 15. Feb. 2021 · Jiri Kanicky

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KommentarUsers, groups, and organizations

Export users into CSV

Export users into JSON in Zendesk -> Admin -> Reports

Adjust JSON file to make it validated array:

  • add "," add the end of each line, but the last one
  • add "[" at the beginning of the file
  • add "]" at the end of the file

JSON to CSV:

I use VS Code with Python and Panda. Here is the simplest code you can use to transform JSON to CSV.

import pandas as pd

# read JSON file

df = pd.read_json('./zd_user_all.json', orient='records')

# create CSV file

df.to_csv('zd_user.csv', index = None, header=True)

 

 

Kommentar anzeigen · Gepostet 03. Feb. 2021 · Jiri Kanicky

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KommentarCustomer management and profiles

This should be standard feature. This is the reason why we are leaving Zendesk. Zendesk does not have standard admin tools. For example it is normal to be asked for a list of agents in Zendesk. Unfortunately, there is no way to get it. JSON format is for programmers. I cannot send a JSON format to my manager.

Zendesk Product Management does not understand the basics customers need. Zendesk is the worst ticketing system. I don't understand how someone can purchase Zendesk over Jira Service Desk. Jira provides it all in much better package. Thanks god we are leaving Zendesk soon. I would not recommend Zendesk to anyone, because there are better tools for similar price.

Kommentar anzeigen · Gepostet 02. Feb. 2021 · Jiri Kanicky

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Community-Kommentar Feedback - Ticketing system (Support)

In 7 years Zendesk is not able to provide simple export to CSV option in customer portal. Just mind blowing. This shows total lack of support from Zendesk to paying customers who requested this several years ago.

Kommentar anzeigen · Gepostet 07. Okt. 2020 · Jiri Kanicky

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Community-Kommentar Feedback - Ticketing system (Support)

2 years since this request was created and nothing has been done. Having Date/Time fields is absolutely critical in any ticketing system specifically for scheduling and automation rules.

Kommentar anzeigen · Gepostet 01. Sept. 2020 · Jiri Kanicky

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Community-Kommentar Feedback - Ticketing system (Support)

It is surprising that this tool is not able to use AND or OR conditions for any field. The way how everything is hard coded in Zendesk is amazing. Terrible design.

For example I cannot create Automation for:

Ticket: Hours since last SLA breach = 4 OR Ticket: Hours since last SLA breach = 8

Absolute basics are extremely difficult in Zendesk.

 

Kommentar anzeigen · Gepostet 01. Sept. 2020 · Jiri Kanicky

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Community-Kommentar Feedback - Ticketing system (Support)

The system should give us the option to differentiate between different SLAs. For example, I would like to create a view of tickets without First Response only.

Kommentar anzeigen · Gepostet 21. Aug. 2020 · Jiri Kanicky

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