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ZAF - update customer name in ZD UI overwrites recent API update to customer organization



Posted Aug 09, 2023

Here is the problem I am having:

1. I have a new customer with a new ticket. The customer does not have membership in any organizations.

2. in our sidebar ticket app, we have a button that uses APIs to create an organization (POST /api/v2/organizations/create_or_update) and add the ticket requester as a member of that organization (POST /api/v2/organization_memberships.json)

3. our customer service agent may then click on the ZD customer's tab and update that customer's name in the ZD UI. This results in a POST /api/v2/users/:user_id to update the name. This is part of the ZD UI, not our app.

4. The problem is that last POST has a payload that includes `organizations: []`, because there were no organizations when the customer was initially loaded into the UI. As a result, it is removing the organization membership that was just added via API.

I'm not sure how to avoid this. It doesn't make sense to me that the payload on changing a name would include other potentially stale data.

Is there a way for my ticket_sidebar app to trigger for ZD to refetch the user's data before the customer service agent updates the name? Is there another solution?


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Update: I heard back from Zendesk Support that this is expected behavior.

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