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Searching users, groups, and organizations



Edited Jun 21, 2024


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19 comments

How can I list users w/o the ZD Talk users that are automatically inserted into the system?
Will this work? ( there is a space after the Caller, cause usually, it's Caller +

created_at>2022-02-01 -name:Caller 

 

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I just tried it on a custom field we have on Organizations called Installation with a drop down value of hosted and it failed.  Received the error No Results in Sight.    The only this I could get to work were the out of the box fields

Installation:Hosted

 

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Dane

Zendesk Engineering

John DiGregorio,

Can you share the keyword/format you have used to search for the custom field in your Org?

Tomer Ben Arye,

I have tested it on my end. As it turns out, negative/blank search is not supported. I'd recommend creating a Community post separately for that with your use case to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. 

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Is it possible to do the opposite of :none? I want to see all organizations or users that have a specific field not empty.

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Dane

Zendesk Engineering

Hi Justin,
 
There's no option for your use case. You'll need to search for it individually.

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Is there a way to export all users to a list?  If so, can the list include the users Organization?  Or, can I do a search for all users with no organization?

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Curt Smith you could use the Advanced Search app.

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Hi Curt, welcome to the community! As Spencer mentioned, the Advanced Search app should be able to do this for you: Advanced Search

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This is the most ridiculous thing yet. Why can't you search for an organization using its unique ID? Seriously? If I can search for a user using their email address and in those results be provided the unique id number of the organization they belong to then why can't I use that ID number to search for the organization? Why does support take 2 business days to respond to this? How am I the only person to ever ask this question or think about this relationship between users and organizations and try to put 2 and 2 together?

My use case is pretty simple, I have created some custom fields that I want to update when a customer makes a purchase from the store. When they order I perform a search using the API to locate an existing user by their email address. If a user is found I then use the information returned to see if they are a member of an organization and if they are I want to update my custom field for that organization when I got to process the order fields and update that organizations information as well as the user who made the purchase. I can't do that however, because Zendesk didn't think that the organization id that a user belongs to was a searchable field that should be used to relate the two data items together and relies on the name instead. That isn't helpful because the name of the organization that a user belongs to is not returned in the user search data.

If anybody knows how this works and has better documentation that was is found here in Zendesk please for the all that is holy and good and decent in this world please share that with me. I'm so utterly frustrated with this at the moment that I'm actually forcing myself to put it down and walk away. I honestly don't know why I'm paying for this thing at the moment.

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Allen McKenzie

I got your frustration, and you won't get any response from Zendesk... for sure...

Let me try to help you out with what I know and what I have faced before.

1. Even if you search for tomer@abc.xyz, you will sometimes get another user ( IDK why they return this user, but sometimes, you WILL get other email addresses.

So, to conclude that, make sure in your API ( or filter or whatever ) to CHECK that the email address is (lowercase) and matched into the one that the user provided to you.

(That said, it's always recommended to use lowercase as the input to Zendesk when creating new users - no matter what the customer provided)

2. you'll need another API method to get the user details when you have a match to the user email address, with this way, you will be able to grab the organization ID or whatever custom ID you created.

3. I don't know which app you're using, I can suggest MAKE.COM ( I'm not an affiliate) but I'm using it heavily on what ZD CAN'T do...
See my scenario as an example of "how-to" do it via Make (codeless site - you don't need to know Python)

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The issue I'm running into is that I get the match and only one user for the given email address and it includes the Organization ID number that the user belongs to but you can't search for that Organizations details by the ID number of the Organization.

Effectively, what I am trying to accomplish here is to create a Zapier integration with a WooCommerce purchase. When a current subscriber or a new subscriber makes a purchase for custom work hours I want to see if they have an account already in Zendesk, if they don't I will create one using the information they provided during their purchase, if they do I want to update a field associated with their Organization to update the number of available hours in their account and likewise do the same for a new customer. 

That's where things fall apart here though. Even though the user is found to be present in Zendesk and is associated with an Organization I can't turn around to update that Organization's field because I can't pull that Organization using its unique ID number.

 

 

 

 

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Allen McKenzie,

Have you tried to use any of the APIs from https://developer.zendesk.com/api-reference/ticketing/organizations/organizations/ ?

Specifically, there is a GET method for pulling the Org ID for a user:

  • GET /api/v2/users/{user_id}/organizations.json

There is also a GET method for the Org details by Org ID:

  • GET /api/v2/organizations/{organization_id}

There are also PUT methods for updating organizations, again using the internal ID number or even the External ID.

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Is it possible to get a list of all users I filtered by my search criteria, e.g. external ID:none and see also all assigned ticket incl. status of those users? 

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Ivan Miquiabas

Zendesk Customer Care

Hi Kathrin Lemberg
 
Thanks for reaching out! I believe so yes, you can search for External ID. Here are search parameters in full that you can use.  Searching Zendesk Support data
 
 
Cheers!  

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Hi team,

 

If we search in Zendesk for; “test1@pokeperfect.nl”  we find “test2@pokeperfect.nl” . This causes our colleagues to sometimes unintendedly sent mails to the wrong address. Is there a way to make sure that if we search for  “test1@pokeperfect.nl” only this address pops up and not the other one?

 

Thanks in advance!

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Marco Wilmink ,

1. I suggest changing the emails to something simpler so you won't expose the "real emails"
2. ZD was always like this, if you're making an automation via script or with Make.com, I “resolved” it with a filter on matching if what I searched was returned as well, Yes> move to the next step, Nope?> check if the next item on the bundle has it.

 

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Tomer Ben Arye

 

I've changed the addresses, thanks for the tip. 

So if I understand correctly this is an issue we can not really prevent? 

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Tomer Ben Arye Hi! I'm looking in the same issue as Marco. What I find strange, is that email2@samedomain.com and email1@samedomain.com are shown in the recommendations, but email3@samedomain.com and all the others related to @samedomain.com are not shown. We think that there is some kind of connection made in ZD between email 1 and email 2, but can't find anything related in the profiles. 

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Is there a way to specify a specific type while excluding others?

we're running into the following issue – search is:


type:user tags:am:person

 

this returns the expected user, but it also returns users (specifically agents) who are related to organizations that also have that same tag

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