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James Hanley
Joined Apr 14, 2021
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Last activity Sep 09, 2024
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Latest activity by James Hanley
James Hanley commented,
Hey Jacob the Moderator, this is a very good question.
There loophole applied when a user was an Admin in Support but not in other products.
View comment · Posted Apr 11, 2024 · James Hanley
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James Hanley commented,
Hey everyone,
I'm pleased to provide a small but exciting product update that we have just released our public API's for organization merge.
I have created a post in our Organization Merge Beta community which details the changes, and provides a place for asking related questions.
I hope this change is helpful.
Thanks,
James
View comment · Edited Apr 10, 2024 · James Hanley
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James Hanley commented,
Hey Jacob the Moderator and Sydney Neubauer thanks for your question and my apologies for not replying sooner.
The decision to remove the ability to assume into another admin was made in order to improve the access controls in the product, within the context of the feature’s utilization. The security of our customer’s data is our priority and this change was motivated to strengthen our access controls and remove a legacy feature that offered a loophole to elevate ones own permissions.
If you require logging into an “integrations admin” which is being used to integrate with Zendesk's APIs or integrations, I would recommend using your standard Zendesk authentication method. I appreciate this may slow down some administrative actions, but ultimately this will be a more robust and secure authentication approach.
I hope this helps clarify.
Thanks,
James
View comment · Posted Mar 22, 2024 · James Hanley
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James Hanley commented,
Hey Gabi,
If you're looking for something in the product, the Audit Logs should show this.
If you're looking to subscribe to an API for something more automated, the Incremental Exports API (about) is a common method, but there is also the Amazon EventBridge, and of course the API for the aforementioned Audit Logs.
Hope this help, please let me know if these options don't suit your need.
Thanks,
James
View comment · Posted Mar 22, 2024 · James Hanley
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James Hanley commented,
Apologies Jimmy Rufo, I had been updating the Org Merge Beta Community, but not this article.
I can confirm the outage has been resolved and Org Merge has been re-activated in all accounts. I'm also pleased to tease that we'll have a public API for Org Merge very soon.
Please let me know if you need anything else.
Thanks,
James
View comment · Edited Mar 20, 2024 · James Hanley
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James Hanley commented,
Hey folks, James here from the Zendesk Product Team
Thank you for taking the time to provide us with this feedback. I apologize for the delay on our end in providing you with a response to your feature request.
This was a problem that we looked to address in the Customer Profile Page beta, but regardless of that, I have added it to the backlog. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
Thank you again for your feedback and for being a valuable customer with Zendesk.
View comment · Posted Mar 20, 2024 · James Hanley
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James Hanley commented,
Hey folks, James here from the Zendesk Product Team
I apologize for the delay on our end in providing you with a response to this feature request, it does date back many years.
There are some really valid points raised in this thread. I believe that when permanently delete users (GDPR delete) was implemented, we required a renaming of what was then just "Delete user" and I do think "Soft delete" was selected but in retrospect, was probably the wrong name and misleading.
I'm going to look into what re-terming soft delete would look like in the short-term. In the long-term I've also added the Ability to undelete users to our backlog tool to ensure it continue to be evaluated with respect to other feature requests, but at this time we are not able to commit to building this feature.
I'm going to mark this post as “not planned”, but leave it open for further comments and upvotes,
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, I apologize for our delay and appreciate you being a valuable Zendesk Community member.
View comment · Edited Mar 20, 2024 · James Hanley
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James Hanley commented,
Hey Peter,
Apologies, the link in my original post was incorrect, it was meant to be this; https://support.zendesk.com/hc/en-us/community/posts/4409222539290-Welcome-Emails
I am unsure why it didn't link correctly, but I can assure you no AI involved, purely human error on my part. Updated now, thanks for bringing it to my attention.
Just to add some more color to what I posted, I have captured every comment from this thread, the above linked thread, and your other post Brandable Welcome, Verification and Change Password Mails under a single "Customize the Welcome Email" feature enhancement, and attributed every customer who has +1'd the requests. Being able to connect multiple threads to a single improvement increases our understanding of the impact, and the detailed use cases provided really help to understand the need.
You may have noticed some similarities in my other posts, that is because we're making an effort to provide more timely responses to the community on feature requests and increase transparency, even if that transparency is that we're not working on something. This includes responding to our long standing requests like this one.
I apologise if the error in my link and post content came off as disingenuous, it certainly wasn't intended that way.
Thanks,
James
View comment · Edited Mar 19, 2024 · James Hanley
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James Hanley commented,
Hey folks, James here from the Zendesk Product Team
I apologize for the delay on our end in providing you with a response to this feature request, it does date back many years.
I wanted to add an official comment here to let you know that we are not able to commit to building this feature at this time. I understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.
I'm going to mark this post as “not planned”, but leave it open for further comments and upvotes, I've also added it to our backlog tool to ensure it continue to be evaluated with respect to other feature requests. I've identified this other post as very similar in nature and have linked to two in our backlog.
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, I apologize for our delay and appreciate you being a valuable Zendesk Community member.
View comment · Edited Mar 19, 2024 · James Hanley
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James Hanley commented,
Hey everyone, James here from the Zendesk Product Team
I apologize for the delay on our end in providing you with a response to this feature request, it does date back many years.
I wanted to add an official comment here to let you know that we are not able to commit to building this feature at this time. I understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.
I'm going to mark this post as “not planned”, but leave it open for further comments and upvotes.
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, I apologize for our delay and appreciate you being a valuable Zendesk Community member.
View comment · Posted Mar 19, 2024 · James Hanley
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