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Austin Killey
Joined Apr 16, 2021
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Last activity Jun 06, 2024
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Latest activity by Austin Killey
Austin Killey commented,
Always a good time to ask questions Yannis, you bet:
1. You could do either, or both! The default SSO behavior is automatically creating matching Zendesk user profiles when someone is signing into your help center for the first time but also has an existing user profile in your SSO provider.
2. Yeahhhhh, something like 3 million users spread across 1,999 users per CSV puts us at 1,500 CSVs that would need to be made 😬 Oh hell no..
You called it: API would be the way to go here - and even though you can only fit 100 users in a single Create Or Update Many Users request, finding a way to script this all out or have it done automatically by some other process (like SSO) would be ideal for sure.
If you're able to "chunk" or batch out these requests over a larger period of time, you and your team should be able to easily stay under the rate limit. Important to note: Your overall limit would be 700 requests per minute, but for any endpoint that kicks off a job (basically any endpoint with the word "Many" in it), there's a job limit of 30 active jobs at the same time. Just as long as one of those jobs finishes doing its thing, you can start another job-based request immediately afterwards.
3. So this is a tricky question.. (mostly because our product teams like using the same names for just about everything): For Zendesk user profiles, the ones you and I are familiar with, there isn't a maximum limit for how many users you can have in your account.
In the Zendesk language, "objects" are something that we'll typically associate with custom objects (which contain custom object records). Custom objects and custom object records DO have maximum limits: 50 objects for your account, and 50,000,000 custom object records (50 million!).
Users do count toward your account's overall storage, and you and your fellow admins are able to track that usage at any time in the Admin Center here. User profiles honestly don't take up all that much space on their own, and the true space eater will usually be the accumulating pile of ticket attachments in closed tickets.
Great questions as always Yannis - keep us posted if you think of anything else!
View comment · Posted Jan 19, 2024 · Austin Killey
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Austin Killey commented,
Hey hey Kathrin Köhler - hope it's cool if I jump in as well!
That ISO code example you listed looks just like our ticket.requester.locale placeholder - give that a shot!
For English (United States), that should return "en-us". For Spanish, will return "es", and so on.
I believe that's what you're after, but let me know if you have something else in mind and we can go from there 👍
View comment · Posted Jan 18, 2024 · Austin Killey
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Austin Killey commented,
Hey Yannis!
Hope it's cool if I throw in my two cents here. Reading through your first solution, that sounds JUST like what an SSO setup could do for you and your team - and sure enough, you called that out right at the very end 🙏
By using user field mapping and provisioning like with SSO, you absolutely could map external user fields that live in another system (Azure, Okta, etc) and tie them to custom user fields in your Zendesk account. This is also how our Salesforce integration does its thing, by tying Salesforce contacts to Zendesk users, Salesforce Accounts to Zendesk organizations, and then updating those Zendesk items whenever the associated Salesforce item changes or a new one is created.
For the initial bulk import, your team could drastically cut down on the number of API requests needed by uploading a CSV file of user data (up to 1,999 users at a time).
From there on, you called it: Any newer users beyond that point could be created, and any existing users could be updated by pointing towards our Create Or Update User endpoint.
Since your focus here is on reporting at the ticket level, I think you're right on the money by tying user fields to ticket fields - dropdown, multiselect and checkbox types will be the easiest to match since they operate based on tags, so any tags associated with user fields will also get used by the ticket when the ticket is first created.
Lots to throw at you here, but I think that what you have in mind is completely doable. Really good questions here Yannis - let me know if anything else comes to mind 👍
View comment · Posted Jan 18, 2024 · Austin Killey
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Austin Killey commented,
Hey everyone, many MANY apologies here as it's definitely been way too long for this great question and its comments to go unanswered by us.
Mark Powell, thanks so much for calling out those headaches when it comes to our Salesforce integration not yet having a feature to alert admins of integration errors/failures as they happen.
We sadly don't have this feature available just yet, but we have one of our product managers Anika Rani who has formally acknowledged the need for that feature a few weeks ago over in this article here. Just so we make sure that no one's use case and personal experiences are overlooked, feel free to follow along with that article as well for any future updates by Anika or any of our other PMs.
As always, don't hesitate to keep us posted if you and your teams discover any other pain points that you'd like to see prioritized and we'll be happy to work with you to work out any available options together. Thanks again everyone!
View comment · Posted Sep 19, 2022 · Austin Killey
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Austin Killey commented,
Hey there James,
For the quickest and easiest option that you could do in-house, I have to agree with Dave on making your entire signature as a single linkable image - definitely the most accessible option.
If you're an administrator in your account and you want to get real fancy with formatting, you could try adding your signature as HTML directly into your account's trigger email notifications since our triggers can render some HTML. You can also use placeholders to call out your name, phone number, and just about anything else you can think of.
Super barebones setup, but feel free to try this out in a sandbox/testing environment by copying and pasting this entire chunk of code into a trigger email notification action (don't forget to replace the image and company URLs with your own!)
View comment · Edited Jan 07, 2022 · Austin Killey
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Austin Killey commented,
Luke Alexander and Anton Olenev, thank you both for reaching out:
Luke - that's some super solid context, and I do have to agree on the use cases here being super important for multilingual agent signatures. I'll have a workaround for you and Anton shared below, but if you haven't already, I absolutely want to recommend making your voice heard through a feature request in our feedback forums here. It'll be super important to have a Zendesk admin like yourself being the one to initially submit that feedback so our product teams can track it.
Anton and Luke - got you covered with a couple options here:
The most readily available and native option that we could throw in as an immediate workaround is relocating the text of agent signatures away from the *actual* agent signature area, and instead pasting it within your trigger email notifications, since we can thankfully use all the Liquid conditions and language-specific text we want in the email bodies of trigger notification actions.
For my personal recommendation though, I feel that both of you would be much better off with a 3rd-party option by using this Support app called Zignatures. Not only is it free, but it acts like a quick little text injector: You can add just about any Liquid or language conditions you can think of, and the Zignatures app can take over as the dedicated agent signature area.
That app also supports some HTML formatting as well, so not only could you set up multilingual signatures or condition-based text, but you could also use extra font/style HTML formatting beyond what our native agent signatures can do with Markdown language. While Zendesk wouldn't be able to officially guarantee its performance, I use it often on my own and can vouch for it as a good solution here.
Thank you both for checking in here - let us know if you need anything else!
View comment · Posted Jan 04, 2022 · Austin Killey
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Austin Killey commented,
Dean Kongslie - that's awesome! Good catch on the line breaks throwing off the Liquid output.
Really good question as well: With that IF condition, we'd be evaluating whether or not there's any value present for your checkbox field. With checkboxes that are active and applied to a ticket, they can only be true or false (1 or 0), so with either of those values present at all times, your IF statement will always return true.
With that in mind, feel free to copy this if/else condition below and use as you see fit! Quick heads up that this snippet also has line breaks to make it look nice and neat, so when you're ready to use this in your payload, you can combine this all into a single line just like your ticket subject markup.
{% if ticket.ticket_field_ contains 0 %}
checkbox is unchecked
{% else %}
checkbox is checked
{% endif %}
View comment · Posted Dec 14, 2021 · Austin Killey
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Austin Killey commented,
Hey there Dean Kongslie!
Super solid chunk of Liquid there - thanks so much for sharing. The syntax & formatting seems solid so far from what I can see..
With the trigger firing, do you happen to see any target failures showing up for your ticket-focused target in your Target Failures tab here?
Triggers can still run and notify their targets, but you and I will just need to make sure these subject payloads are being accepted by our API. If you don't see any failures for your target or if you do but aren't sure what the target failures mean, let me know and I can spin up a ticket to work on this more closely together.
Thanks again Dean - let us know if you need anything else!
View comment · Posted Dec 14, 2021 · Austin Killey
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Austin Killey commented,
Hey there I. Smit,
Great question, and actually yes! You and I won't have the same option being presented in the ticket form page like we would when copying agent conditions to end-users, but we can still do it through our API. If you're not familiar with API requests, we recommend this free program called Postman. (I personally use it pretty often as well!)
Using this List Ticket Forms endpoint, that will return information about all ticket forms in your account. Each ticket form will also show all of its conditions, both agent and end-user facing.
You can find the specific ticket form you're working on, copy the entire section of end-user conditions, and then use this Update Ticket Form endpoint to edit that ticket form. Here, you can paste all of those end-user conditions with a format like this:
{
"ticket_form": {
"agent_conditions": [
your copied end-user conditions can be pasted here
]
}
}
This should keep your existing end-user conditions untouched while you add your agent conditions; pretty handy.
Let us know if you need anything else!
View comment · Posted Dec 07, 2021 · Austin Killey
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Austin Killey commented,
Hey there Kulin Joshi,
Thanks so much for the heads up with that target error. We'll have a good number of possibilities for what might be causing that: I'll open up a ticket on your behalf and we can tackle some troubleshooting together. Catch up with you soon!
View comment · Posted Dec 01, 2021 · Austin Killey
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