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Dwight Bussman

Joined Apr 14, 2021

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Last activity Jan 21, 2025

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Dwight Bussman

Dwight Bussman commented,

CommentSecurity and user access in Zendesk Support

HeyO Abe Kwiatkowski - good catch - that does seem odd to me. I'm seeing the same behavior in a recently-created test instance, so I don't believe this is related to having an account on a legacy plan.

It appears that the system fields (org name, notes, details, tags, domains, ticket visibility permissions) are included in that Organization filter, but that custom fields are excluded for some reason. I'm not sure if this is because they're under a different index or because they were somehow overlooked in this filtering's search logic. 

In any event, I'll make sure our product team is aware of this discrepancy. Thx for calling it out!

View comment · Posted Jan 21, 2025 · Dwight Bussman

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Dwight Bussman created an article,

ArticleHelp with user management

Question

How can I find changes to specific users with the audit log?

Answer

On Enterprise plans, you can see changes to specific users in your audit log. Audit logs serve as a powerful troubleshooting tool, allowing you to track changes made to a specific user and the exact times these changes occurred. By utilizing audit logs, you can effectively monitor user activity and identify any modifications that may impact performance or security.

To find changes related to a specific user, open the audit log and use the following settings in the audit log filter. See Filtering the audit log for details. 

  • Activity type = Updated
  • Item > Type = Customer for end-user role or Team member for agent or admin roles
  • Item > Names = The name of the user 

Audit logs are also available from the API. You can use the API request to retrieve audit logs. For example the following API request: https://yoursubdomain.zendesk.com/api/v2/audit_logs?filter[source_type]=user&filter[source_id]=379921250014

The API request returns JSON results with details such as the following:

  • Source type
  • Source ID
  • Action performed
  • Timestamp of the action
  • User who performed the action

Screenshot 2024-12-23 at 3.52.48 PM.png

For more information, see the article: Using audit logs to track activity.

Note: Some user changes such as suspension have a unique Type value and will not be returned by the above methods. User suspension events will have a Type value of User Setting but the ID is no longer the user's ID.

Edited Dec 27, 2024 · Dwight Bussman

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Dwight Bussman commented,

CommentWeb Widget (Classic) documentation

Tonya Lafontaine - it should be possible to do this using the List Requests endpoint of our REST API which allows authenticated end-users to see information about the tickets to which they have access (either as the requester or because they are CC'd / in the organization / etc)

Note: this requires authentication, so securing such a page would be important to ensure that users don't leverage it to view other peoples' tickets

 

View comment · Posted Dec 13, 2024 · Dwight Bussman

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Dwight Bussman commented,

CommentSalesforce integration

HeyO Joe - If the information you're referring to is on the Account, Contact, or Lead object, you could sync it from Salesforce to Zendesk using the data sync feature to appear on the Organization / User objects. 

From there, drop-down field information can carry onto the ticket as documented here: https://support.zendesk.com/hc/en-us/articles/6554073287706-Using-User-Organization-Tags-to-Set-Drop-Down-Ticket-Fields 

View comment · Posted Nov 06, 2024 · Dwight Bussman

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Dwight Bussman commented,

CommentHelp with apps and integrations

HeyO Jason Wong 

 

I recommend checking the integration logs at the time of the update to see if it attempted to sync. It's possible the sync of that record failed for some other reason. If that was more than 7 days ago, you could try to make an update to that same field within the Account in Salesforce manually to trigger another sync. If that is successful, the batch process could be used to “nudge” many Accounts. to sync.

For questions about a specific sync, I recommend contacting our support team so we can take a closer look at logs for your specific Zendesk.

View comment · Posted Oct 30, 2024 · Dwight Bussman

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Dwight Bussman commented,

CommentSalesforce integration

heyO Everett Cavazos - there isn't anything else that should go in that spot, so I can see how that would be confusing. 

In the Requester matching section below, you can see an option to choose between Contacts & Leads

but the Organization matching section doesn't have any such choice. 

I'm going to raise this to our team to have that removed to avoid confusion. Thanks for mentioning that.

View comment · Posted Oct 29, 2024 · Dwight Bussman

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Dwight Bussman commented,

CommentSalesforce integration

Hi Yoram - we have a documented process to sync many accounts - the sync from salesforce will require one of the mapped custom-fields to be changed (as that's how the streaming event on which our sync relies gets created). 

View comment · Posted Sep 25, 2024 · Dwight Bussman

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Dwight Bussman commented,

CommentSalesforce integration

Indhu Ravuthasamy - I've just been informed by our developers that they're currently working on increasing this number. In the initial phase they're looking to allow for 10 records, but the hope is to have as many as 20 by the end of the year. This roll-out is not plan-specific - it should be available to you at no cost. 

View comment · Posted Aug 22, 2024 · Dwight Bussman

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Dwight Bussman commented,

CommentSalesforce integration

View comment · Posted Aug 19, 2024 · Dwight Bussman

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Dwight Bussman commented,

CommentTicket management

Leo Braga - Archived tickets should still be returned via search (or search export). It's also possible to pull those events from incremental ticket events - you can side-load comment_events to include those if needed

View comment · Posted Jul 29, 2024 · Dwight Bussman

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