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Chris Fassano

Joined Apr 15, 2021

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Last activity Dec 13, 2024

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ACTIVITY OVERVIEW

Latest activity by Chris Fassano

Chris Fassano commented,

CommentCustom data

In case other Zendesk admins are running into the same issue I am…

For Data Importer to be able to bulk update organization records, the orgs need to have an external_id already populated. Data Importer does not use the organization ID as the unique identifier.

 

I created a feature request to allow Data Importer to use the Zendesk organization ID when bulk updating. Please upvote if you think this is a good idea.
https://support.zendesk.com/hc/en-us/community/posts/6980652975642-Data-Importer-Use-Org-ID-as-identifier-instead-of-external-id-when-updating-orgs

 

 

View comment · Posted Apr 03, 2024 · Chris Fassano

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Chris Fassano commented,

CommentBusiness rules

In case other Zendesk admins are running into the same issue I am…

For Data Importer to be able to bulk update organization records, the orgs need to have an external_id already populated. Data Importer does not use the organization ID as the unique identifier.

 

I created a feature request to allow Data Importer to use the Zendesk organization ID when bulk updating. Please upvote if you think this is a good idea.
https://support.zendesk.com/hc/en-us/community/posts/6980652975642-Data-Importer-Use-Org-ID-as-identifier-instead-of-external-id-when-updating-orgs

 

 

View comment · Posted Apr 03, 2024 · Chris Fassano

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Chris Fassano commented,

Community comment Feedback - Admin Center

I cannot find the external ID for orgs, its not in the org details or included in the org export

@emily - external ID is an optional field on the organization record and it can only be populated when created or updated via API.  If you did not include an external ID value when creating the org via API, it will not display the external id field on the org.

 

View comment · Posted Apr 02, 2024 · Chris Fassano

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Chris Fassano created a post,

Post Feedback - Admin Center

Feature Request Summary: 

When using Data Importer to bulk update organizations, I want to use the Zendesk Org ID as the record identifier instead of the external_id. Organizations do not always have external_id's, but they always have an organization id. It doesn't make sense to me that I cannot use the organization's primary key (organization id) when updating records via Data Importer.

Description/Use Cases: 

  • The issues I'm running into with Data Importer for my use case are:
    • Some organizations I want to update via Data Importer do not have an external_id.
    • I need to update the external_id to a different value, but that doesn't appear to be an option.
  1. Using Data Importer, how do I update organizations that do not already have an external_id?
  2. Using Data Importer, how do I change the external_id of an organization to a different value?
  3. Can I use the Zendesk Org ID instead of the external_id to identify which organizations are updated via data Importer?

I submitted the issues and questions listed above to Zendesk support, and this was their response:

  1. If organizations are without an external_id, you can set one using the Zendesk API before utilizing the Data Importer tool.
  2. Changing an organization's external_id is not directly supported by the Data Importer tool. You'll need to utilize the Zendesk API for updating the external_id.
  3. The Data Importer tool necessitates the use of external_id for organization identification. The use of Zendesk Org ID for this purpose is not supported.

Business impact of limitation or missing feature:

I have over 40,000 organization records that require updating. This task requires me to update the system and custom organization fields, the external_id, and add an external_id value where one isn't already populated.

 

Because of the Data Importer limitations, I'm now creating a custom application that will read a csv of organization records and send an API call to this endpoint for each organization id listed in the csv.

https://developer.zendesk.com/api-reference/ticketing/organizations/organizations/#update-organization

 

This endpoint uses the organization id to identify which record should be updated. It seems bizarre to me that Data Importer would rely on an optional organization field (external_id) to update organizations instead of the record's primary key (organization id).

Posted Mar 28, 2024 · Chris Fassano

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Chris Fassano commented,

CommentMeasuring success

Hi Ivan,

In the attached screenshot, I attempted to request a CSV export of organizations, but instead, it generated a CSV of tickets. The only option I see for exporting organizations is the "Full JSON export".

View comment · Posted Mar 28, 2024 · Chris Fassano

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Chris Fassano commented,

CommentMeasuring success

Is it possible to export organization data as a CSV? I don't see an option for this.

View comment · Posted Mar 26, 2024 · Chris Fassano

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Chris Fassano commented,

CommentMore integrations

Is there an update about when real-time notifications will be added?

View comment · Posted Feb 28, 2024 · Chris Fassano

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Chris Fassano commented,

Community comment Feedback - Ticketing system (Support)

Hello,

If you add the ticket requester to the desired organization, then you can update which org the ticket is related to.

 

View comment · Posted Jan 09, 2024 · Chris Fassano

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Chris Fassano commented,

CommentSingle sign-on

I have some questions regarding this scenario.

  • Brand 1 uses JWT login script. Authenticating users via 3rd party SSO.
  • Brand 2 uses Zendesk helpcenter login URL

1. If a user is created through the SSO option via Brand 1, and then later goes to Brand 2 to log in, would they be presented with the option to reset their Zendesk password?

2. If yes, does that mean they would be able to log into Zendesk via the Brand 2 help center by using their Zendesk credentials rather than their 3rd party SSO credentials?

View comment · Posted Nov 13, 2023 · Chris Fassano

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Chris Fassano created a post,

Post Feedback - Community Forums (Gather)

Feature Request Summary: 

Please make it possible to allow moderators to manage specific community topics but not others.

Description/Use Cases: 

I would like to limit which community topics each moderator can manage. Currently, a moderator has access to all topics across all helpcenters within a Zendesk instance. To simplify a moderator's daily tasks within a community, I believe it would be beneficial to reduce the scope of topics they can manage. 

For example, we have different product managers for our B2C products and B2B products. It would be great if we could simplify the product managers Zendesk community moderation workflow by only giving them the ability to moderate the topics that are specific to their product/brand.

Business impact of limitation or missing feature:

Community moderation will just be one of many responsibilities a person will have. The more streamlined a user experience I can make for these people, the more effective they can be at their jobs. 

Posted Jul 19, 2023 · Chris Fassano

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