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Scheduled delivery is deleted when author is changed to end-user

Not Planned


Posted Mar 30, 2022

Use Case / Problem to solve / Business impact of limitation or missing feature

Agents who are owners of scheduled deliveries are typically reporting analysts, team managers, or admins. When these agents leave the company or team, they are offboarded from the instance, changed from agent to end-user.

Currently, if an agent is changed to an end-user, their scheduled deliveries (SD) are automatically deleted, leaving the business in a bind to try to figure out why their deliveries stopped, how to get the deliveries setup again, and what settings/recipients should be on the setup. On an administrative side, there isn't a simple way to know if the agent has scheduled deliveries before they offboard them.

 

Feature Request Summary

There are numerous ways to approach solving this problem. Here are some suggestions:

1. Don't delete scheduled deliveries if the owner gets downgraded to an end-user. Perhaps have the scheduled delivery tied to the dashboard itself, and any agent who has permissions to edit the dashboard can edit/own the scheduled delivery together.

2. If 1. cannot be achieved easily, it would be beneficial to at least have a warning message appear when an agent is being changed to an end-user, indicating that this person has scheduled deliveries which will be deleted if you click Continue/Okay. And if many users are being changed to end-user in a bulk update via csv, it would be great to hav

 

Existing Work-around

The existing work-around is not sustainable/scalable. The process is bottlenecked to admins. It adds a lot of manual work for a simple offboarding. Every time an agent is going to be offboarded, use the API to check if they are owners of scheduled deliveries and, if so, recreate the schedules.

1. As an Admin, use this API endpoint to call the list of scheduled deliveries for the instance. https://{{subdomain}}.zendesk.com/explore/admin/dashboard_schedules.json

2. Convert the json to csv.

3. Search the agent's name to locate the deliveries that are owned by the agent.

4. Copy the dashboard's ID into this URL to open the dashboard.

https://{{subdomain}}.zendesk.com/explore/dashboard/{{dashboardID}}

5. Click Schedule to open the scheduled deliveries window. Open the scheduled delivery and copy the setup details and the list of recipients. (I take screenshots).

Note: You can only see other people's scheduled deliveries if you are an admin.

Note: If the dashboard has multiple scheduled deliveries, there isn't anything in the UI to indicate who the owner is of which delivery. So you have to assume into the agent's account, open the dashboard and identify their delivery there.

6. Recreate the scheduled delivery, either logged in as an admin, assumed in to another agent's account, OR utilize a system-user account.

Note: the benefit of using a system-user account is that this account is typically not ever offboarded so there's little risk of the delivery being deleted. Downsides: 1. takes up an agent license, 2. if the delivery needs to be updated, the request needs to go through an admin. The benefit of using another agent's account is that then they can manage it themselves. Downside is the risk of the delivery getting deleted again in the future.

7. Delete the agent's original version of the scheduled delivery.

 

Other necessary information or resources

Existing Zendesk article: https://support.zendesk.com/hc/en-us/articles/4408843602714-Scheduling-dashboard-deliveries 

Other Community posts related to this:

  • None that I can find. Please comment and share if you find one.

 

If this article resonates with your use case, please upvote and leave a comment below.


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4 comments

Thanks for this feedback, AJ!

1


Hi,

I totally agree with this feedback. We have multiple dashboards that are delivered to the finance team. Some dashboards are automatically processed by scripts for further work.

In this case, if an admin sets schedules and leaves the company, our financial reports and further automatic jobs fail until we found the issue and fix it.

It would be nice if the scheduled deliveries are not assigned to the specific creator (Admin), but to the Zendesk Account (the company in general).

Thanks

3


Thanks very much for writing this, AJ.

1. As an Admin, use this API endpoint to call the list of scheduled deliveries for the instance. https://{{subdomain}}.zendesk.com/explore/admin/dashboard_schedules.json

I am having trouble finding the documentation for this endpoint. Can anyone point me in the right direction? It doesn't even include the 

/api/v2/


section the URI which I am used to seeing.

0


image avatar

Walter Bellante

Zendesk Product Manager

Hey A.J., thank you for taking the time to provide us with this feedback.
 

We wanted to let you know that at this time we are not able to commit to building this feature. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.


At this time we are going to close this post for comment and mark it as “not planned”. If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.

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