Recent searches


No recent searches

The Original DKNY's Avatar

The Original DKNY

Joined Apr 15, 2021

·

Last activity Mar 13, 2024

Trust me, I'm a "Professional"

Following

1

Followers

0

Total activity

158

Votes

79

Subscriptions

40

ACTIVITY OVERVIEW

Latest activity by The Original DKNY

The Original DKNY commented,

CommentAttachments and CCs

Jupete Manitas, Claire Miller, @...,

There are no functional examples of this mission-critical function for archiving, backing up, or exiting the platform. Downloading an attachment is the only function or method not documented on the Zendsk Developer  Attachments page.

I have made multiple requests to support asking for a "single Functioning Example of downloading a ticket attachment" using curl or any language used in other docs pages. Support responded to me using the same link as above. 

When using curl or python to GET an attachment, the file returned is always radically different in size ( smaller by at least 20%) than reported via API and is always corrupt or unopenable. Zendesk should provide a single functional example to demonstrate no issue with the Attachments endpoint or to ensure we can meet a mission-critical objective. 

If there is a need to turn off security features related features to enable exporting file content, that needs to be documented in dev and KB. 

I have been using the stored value in the content_url as suggested and the name from file_name in the attachments json or nested attachment objects from  ticket//comments.

Please help, as this is beyond lousy support and documentation experience. This documentation gap related to data liberation or self-archiving ticket attachments via API is a major red flag for future potential uses or recommendations for Zendesk products. 

-Dave

(tokens and identifiers are replaced with the keys they are pulled from in the example)

curl GET  -v -u @.com/token:$prd_tkn https://.zendesk.com/attachments/token//?name=Screenshot_2024-01-23_at_2.10.31_PM_thumb.png -o "Screenshot_2024-01-23_at_2.10.31_PM_thumb.png" 

 

 

 

 

View comment · Edited Mar 13, 2024 · The Original DKNY

0

Followers

2

Votes

0

Comments


The Original DKNY created a post,

Post Feedback - Ticketing system (Support)

(SARCASTIC POST DAY, SORRY)

 

Webhooks as incredibly powerful methods of sending message from Zendesk Support to other Systems or application, like a Parts Ordering application. But, when a Hook fails... it does so hiding a dark corner in shame and never tells anyone about it's failures... but that OK! I do live reading a log that requires an massive amount of clicking and has not representation in the UI of what ticket triggered the Hook until you click in and view the payload sent (if you have a ticket ID in the payload). 

Maybe if Webhooks were not processed Async and where Synchronous then when a Hook gets any response other than 200OK (this could also stop RACE Conditions related to hook time to process) it can be added to the Ticket Events as one might expect. Right now there is no UI element an Agent with out admin center access can use to be sure the action the took that triggered a webhook worked or not.

... Nah, this is just a crazy idea that no one on earth might actually benefit from <- attempt at reverse psychology... may a Product Manager will think differently this time.

Posted Sep 07, 2023 · The Original DKNY

4

Followers

6

Votes

2

Comments


The Original DKNY created a post,

Post Feedback - Ticketing system (Support)

(Sarcastic Posting Day, Sorry) 

I am sure no one ever thought of a checkbox before in the history of humanity... that must be why we need to keep clicking the same drop down over and over again to set: When Open, When Hold, When Pending... 

 

If only there was something with corners or an contained area to hold a marking that can be set with a click with out having to re-click the drop down and  then be able to click the next one and so on, until everything you need has that mark and you can click save.  I am sure the inventor / patent holder on this (lets call it a mark box?) will be famous for doing this the first time ever....

Edited Sep 07, 2023 · The Original DKNY

1

Follower

1

Vote

0

Comments


The Original DKNY commented,

Community comment Feedback - Ticketing system (Support)

Another fine example of a clearly defined need that most ticketing systems support, but Zendesk after 6+ years still has not implemented or identified a work around. Support Product gets no real love based on our feed back since Sell  IMHO.

 

View comment · Posted Sep 07, 2023 · The Original DKNY

0

Followers

0

Votes

0

Comments


The Original DKNY created a post,

Post Feedback - Ticketing system (Support)

Is there ANY way to give an Agent the Ability to Edit end-user profile data (values in custom fields, update org membership) with out givin g the Agent DELETE or CREATE?

This has been a challenge now for over 8 years.  End-User Custom fields are only useful when agents can update them, some environments need to restrict end-user creation or delete to an automated onboarding and offboarding process.  

Is this still a major gap in Zendesk support permissions? 

 

 

Posted Aug 22, 2023 · The Original DKNY

0

Followers

4

Votes

1

Comment


The Original DKNY commented,

CommentTalk basics

I have a few questions about the Zendesk Talk SLA provided by Zendesk 

  • How would a 2%+ failure to make voicemail from voicemail fit into the Zendesk talk SLA?  
  • Is there an SLA for time to recoding availability? We often see recordings take more than 10 minutes to be available.
  • We see on a regular basis that the recording is "processing" then at hitting 30 minutes then recoding we get "the recording is unavailable, this hurts agent productivity and impacts our customer's trust in support and CSAT / NPS scores.  

View comment · Edited Aug 02, 2023 · The Original DKNY

0

Followers

0

Votes

0

Comments


The Original DKNY commented,

Community comment Feedback - Ticketing system (Support)

This is such a no-brainer NEED to have feature. But why email? well, It's sticky, people will have it locally when offline, and the End User can forward attachments to others with fewer steps. 

Also, modern email saas solutions are integrated with storage, making it even easier for B2B End Users to get a file from a Ticket Trigger or Ticket Automation and save it to {google drive, Sharepoint, etc... } 

Here are other use cases:

  • Some service providers are required by contract or law to send actual copies of documentation or term of service updates to their customers...
  • Proactive Ticketing: here is the Checklist as a PDF if your Data Center does not allow Wifi Access in the data center when you are replacing your CORE Switch...
  • Ticket Problem Management: Here is the patched file for XYZ product on Version 1.2.3 that fixes Known Issue 1701
"Email Body: "Here is a Check List you can print of Safety Checks before you use the "Tree Limb & Drone Remover",  be sure to use LIST B for "removing drones stuck in tree limbs on your property where the trunk is on your neighbor's property. LIST H is local Emergency Rooms, keep that handy. 
Thank you emailing your question; {{ticket.title}}(HOW DO I USE THIS AND NOT DIE???) to  {{ticket.group}} at Bad Products Inc."  
SUB-Action: "Attach File" :"SafetyCheckListWithEmergcencyRoomLocations.pdf" 

View comment · Posted Jul 18, 2023 · The Original DKNY

0

Followers

0

Votes

0

Comments


The Original DKNY commented,

CommentGeneral questions about email and email template

Thank you for updating, but just want to point email aliases were in fact defined as SHOULD BE SUPPORTED by SMTP services, servers, and clients. Please read RFC5321 Section 3.9.  That was adopted for ratification in 2008. 

This has been an open and often requested feature.  I guess your feature request notices from the Community are an email alias or google group and that is why this functionality does not exist. (Sarcasm is still free).

Just say you don't support it, rather than say it's not part of a defined IETF Standard, as it clearly is part of the defined SMTP standard. While it may not be a MUST be implemented to meet the standard, it is a SHOULD which often becomes a de-facto MUST based on best practices relating to the standard.

If email aliases are so outside the norm, why do Google, Microsoft, Zoho, Lotus, MajorDOMO, and LSoft ListServ all support and have documentation stating they support Aliases as part of the normal and defined function of SMTP services for clients and servers? 

The top: 3 most common aliases are directly related to the main use cases for Zendesk Suite and Sell https://blog.101domain.com/google-workspace/most-common-email-aliases

View comment · Posted Jan 12, 2023 · The Original DKNY

0

Followers

0

Votes

0

Comments


The Original DKNY created a post,

Post Q&A - Objects, workspaces, and rules

Hello!

Working with {{ticket.tags}} in a notify trigger action, I have been unable to convert the string output of {{ticket.tags}} back to an array to send.  Are there some examples you can provide? My attempts always lead to escaped double quotes inside the array structure 

my liquid: "tagFix": [{%assign tagFix={{ticket.tags}} %} {{ tagFix | replace:' ','","' |   prepend: '"'| append:'"'}}]

resulting output: "tagFix": [
\"_added_csm\",\"_country_andorra\",\"_alt_pin\",\"_case_update\"]

Does anyone have a solution for taking the output of {{ticket.tags}} and converting it to a proper JSON array with out the quotes escaped, for use in a notify webhook? Might there be some other placeholder that does return the ticket's objects tag array as an array? 

 

 

 

Posted Oct 26, 2022 · The Original DKNY

2

Followers

3

Votes

2

Comments


The Original DKNY commented,

CommentHelp with apps and integrations

Anika,  

Thank you for responding to my pain points shared.  Let's get a call scheduled, the risk of a sync disconnect makes this a priority. 

 

-Dk

 

View comment · Posted Aug 30, 2022 · The Original DKNY

0

Followers

0

Votes

0

Comments