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Ak N

Joined Apr 15, 2021

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Last activity Feb 16, 2023

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ACTIVITY OVERVIEW

Latest activity by Ak N

Ak N commented,

CommentSecurity and user access in Zendesk Support

Hey There,

I have a user who has a last login date as 07/27/2022 from the Users endpoint, but I am not able to see any login activity recorded in the audit log for the user on this date.

Could you explain me what could be the reason for this?

Is there any scenario where the user can login into Zendesk, but it is not recorded in the audit log?

Any information would be helpful.

Thanks!

View comment · Posted Jul 29, 2022 · Ak N

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Ak N commented,

CommentTeam members and groups

Hi, 

Thanks for the response for my previous query, Brett.

I had another question. Do all the custom agents count as a seat in Support? Or is there any way I can configure the custom agent role to not take up a seat.

Thanks in advance

View comment · Posted Jun 23, 2021 · Ak N

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Ak N commented,

CommentZendesk basics

Hi,

Is the ticket audits API available for access for all plans? Or is it restricted to only the Enterprise plan?

Also what does "Stability : Development" mean for ticket audits? Is it safe to use this in production?

https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_audits/#stability

Thanks!

View comment · Posted Jun 21, 2021 · Ak N

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Ak N commented,

Community comment Developer - Zendesk APIs

Hi,

What would be the value for "channel" if a ticket is submitted after logging in to Zendesk? Would the value be different if the agent is using a web/mobile version of Zendesk?

My use case is to track the ticket activities performed by the agent after logging in to Zendesk(and not any other channels like email, API etc.)

Thanks!

View comment · Posted Jun 15, 2021 · Ak N

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Ak N commented,

CommentSecurity and user access in Zendesk Support

Hey Brett,

Just following up on the above comment again,

That means the max number of agent licenses you have on the account

This mean that the Max agents number mentioned in the audit log here shows the number of licenses I have paid for right?

Apologies for opening this thread again, but I got this doubt when I was going through your reply again.

Thanks!

View comment · Posted May 11, 2021 · Ak N

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Ak N commented,

CommentTeam members and groups

Hi,

Thanks for this helpful article.

Is there any way to get the number of seats that the company has purchased using the API?

I have found an entry under the account changes(source_type:account, Description: Max agents changed from X to Y) in Audit log. Does the Max agents above represent the number of licenses purchased by the company?

Thanks!

View comment · Posted May 11, 2021 · Ak N

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Ak N commented,

CommentSecurity and user access in Zendesk Support

Hey Brett, 

Yes this is what I am looking for. My use case is to look at the total number of seats I have available on my plan, and to compare it with the total number of seats allocated to an agent(which I can get using the search user endpoint).

Thanks!

View comment · Posted May 10, 2021 · Ak N

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Ak N commented,

CommentSecurity and user access in Zendesk Support

Hey Brett,

Thanks for the quick response.

I was just curious about what the Max agents in the audit log correspond to then? In the article above it is mentioned we can find out the Maximum number of agents for your account under the Account Changes in the audit log.

There is an entry in the audit log with the source_type:account and description:Max agents changed from X to Y. I was trying to understand what the definition of Max agent in this entry is.

Any information in this regard would be much appreciated.

Thanks!

 

 

View comment · Posted May 10, 2021 · Ak N

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Ak N commented,

CommentSecurity and user access in Zendesk Support

Hi,

Does the Maximum number of agents for your account under Account Changes include the count of Light Agents too or is it only agents who take up a license?

Also, is there any way I can check the total number of contracted licenses for an account through the API?

Thanks in advance.

View comment · Posted May 10, 2021 · Ak N

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