Sam Illingworth

I think it's ridiculous that there's no way to send an update to all linked incidents except when the problem is solved.  Sending a public update on the problem ticket should send that update to all the incident tickets.  It just should, there's no other way around it.  It's just an obvious basic part of problem management.  I don't understand why it doesn't work this way in Zendesk.

Our Salesforce contains Accounts.  Accounts have a related object, Orders.  Orders have a related Object, Products.  The Products are the products and services that the customer has paid for.

Our Zendesk accounts are associated with Salesforce accounts.

The Zendesk-Salesforce integration only allows one level of pulling in "related" objects, so when we match on Account we can only pull on Orders, we can't go further and pull in Products.

This means my support team cannot see what products a customer has paid for when helping them with an issue.  This is key information for the support team.

Thanks Dwight Bussman.  Yeah, order products would be one layer removed from the account - products are related to an order, which is related to an account, and it's the account that we're initially looking up.

Is there any way to get this indirect relationship to work in the integration?  Is it on your developer's roadmap do you know?  And is there any sort of workaround you're aware of in the meantime?

The reason it's valuable is so our support team can see what product/services the customer they're helping has purchased.

Hi,

I'm unable to add the "products" within a salesforce "order" to my salesforce app in Zendesk.  I can show orders, and direct fields of orders, but order products are a related object, and I don't see any way to show them.  Is this possible?

This is quite an important missing feature - I need my support team to be able to see what products a customer is entitled to use before they set up those products for them.

Thanks

Sam

That's it, perfect!  Thanks Zsa!

Can you use the custom organization fields in API requests?  I'm trying to use the API to create organizations and populate custom fields, but the documentation at https://developer.zendesk.com/api-reference/ticketing/organizations/organizations/#create-organization doesn't show how to do this and nothing I've tried so far has worked.

Hi Greg,

Not sure I understand you there.  From that documentation it sounds like side-loading refers to loading data from another table/object, but active and suspended are both fields within the user record, which is the record I'm retreiving.  I'm not looking to return any aditional data, the fields I want are both already returned as part of the user record, I just want to filter on them.

https://{subdomain}.zendesk.com/api/v2/users.json?active=false

Lists both users with active true and users with active false.  Sames goes for suspended=true.  How can I filter on these values?