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Kristen

Joined Apr 16, 2021

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Last activity Oct 25, 2021

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ACTIVITY OVERVIEW

Latest activity by Kristen

Kristen commented,

CommentTeam members and groups

Hello @... and @...! I am trying to delete the phone numbers for all 23k end_users that we have. I wrote a script to be able to iterate through users, pull their user identity id if it is a phone number, and then delete it via API. However, I'm noticing despite a status code 204, in many cases, I still see the phone number from the UI, despite it no longer being available when I've queried it via API. On other occasions, deleting the user identity does remove the phone number from the UI. This leaves me to believe that sometimes phone numbers (not yet clear when) are stored on both the phone field of the user AND as a user identity, and that deleting user identity does not actually remove it from the user. It is really hard to get clarity on how you all are actually storing the phone number. Could someone from the Zendesk team please elucidate for me how to permanently delete phone numbers and/or hide it from our agents?

View comment · Posted Mar 27, 2021 · Kristen

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Kristen commented,

Community comment Feedback - Ticketing system (Support)

@... Thank you for posting both of those! Believe it or not, I might need a little bit more guidance. I pasted the description text at the bottom of new_request_page.hbs template. And I think I'm using an older version of Copenhagen, so probably don't need jQuery. Thanks in advance for your help!

 

View comment · Posted Feb 22, 2021 · Kristen

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Kristen commented,

Community comment Feedback - Ticketing system (Support)

@... Our team is open to either - whichever is easier. I think your top response in this forum was about customizing the description and that label editing wasn't possible, is that right? I tried to implement what you suggested in your first post, but I have a feeling I'm approaching it incorrectly!

View comment · Posted Feb 22, 2021 · Kristen

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Kristen commented,

Community comment Feedback - Ticketing system (Support)

@... Thank you for your response above! I was wondering if you also had any guidance towards my second question:

 

2. I'm trying to add this script to add a description to the email:


However, this doesn't seem to have any effect and is not showing up at all on the webform. What am I doing wrong?

View comment · Posted Feb 22, 2021 · Kristen

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Kristen commented,

CommentHow to manage user access

Hi @...! Thank you for this helpful post.

I was wondering if it is possible to restrict agent access by STATUS of ticket (Solved/Closed specifically) without un-assigning agents from tickets. The initial way I had thought to do this was by: (1) removing assignment of the ticket upon Solved/Closed; (2) resticting agent access to only tickets they're assigned to. But this will harm a number of other features we care about (e.g. using Playlist Ticket Assignment app to reassign tickets from the same user to the previous agent that has worked on tickets from them). Is there a way to restrict agent access from viewing tickets of specific statuses?

View comment · Posted Feb 22, 2021 · Kristen

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Kristen commented,

CommentExtending Zendesk

@... or @...

Hi Jessie and Dennis! I was under the impression that the time log would stamp regardless of if the agent has submitted the ticket (bottom right hand corner). From playing around with this, it seems like the time is only stamped when it is submitted. Is this correct and part of the intentional design?

Is there anywhere we can see the raw tracking regardless of if an agent submits it? Is there anywhere we can see the date of when the agent was on the ticket?

Thank you!

View comment · Posted Feb 16, 2021 · Kristen

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Kristen commented,

CommentManaging your email

@... Hi Sean, thanks for writing this post. I'm interested in email address hashing/scrambling before the email address is viewable in the Zendesk UI. Example: hellotest@gmail.com sends us an email, but the ticket only shows the end user it is from and not the full email address. Are you aware of any way to do this? I would love to see this as a feature in Zendesk given an email address is also personally identifiable information. Thanks in advance for any suggestions!

View comment · Posted Jan 28, 2021 · Kristen

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Kristen commented,

CommentMore integrations

Hi Dwight,

I wanted to support Adam, Naomi, and Mandy's comments above. I would find exporting, email notification when integration is disabled, and a dictionary of failure Description explanations very helpful.

On this last note, I wanted to add that besides "Fail State with Cause: Database collision", there are a handful of other Description messages that need additional detail. Three additional examples are:

TransformState(Contact.Transform) Error:: Post https://XXX.zendesk.com/api/services/zis/transform: EOF

LoadLinksState(Account.LoadLinks) Error:: Get https://XXX.zendesk.com/api/services/zis/links/salesforce?left_object_name=salesforce-organization-id%XXX%2Faccount-id%XXX&link_type=organization_and_account: net/http: request canceled while waiting for connection (Client.Timeout exceeded while awaiting headers)

CreateLinkState(User.CreateLink) Error:: Post https://XXX.zendesk.com/api/services/zis/links/salesforce: net/http: request canceled while waiting for connection (Client.Timeout exceeded while awaiting headers)

While the descriptions allow for some inference on where in the user creation process it failed, having information on how to fix this would be incredibly helpful!

I'll be putting in a ticket about this too in order to engage on our specific cases. Thank you!

View comment · Posted Jan 25, 2021 · Kristen

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Kristen commented,

Community comment Feedback - Ticketing system (Support)

Hello! Thank you in advance for the help!

1. Do we know if it is possible to regex with the out-of-box "Your email address" field that Zendesk gives with their webform. Ideally, we'd be able to prevent spaces, look for .com or .org, etc to help prevent typos. 

2. I'm trying to add this script to add a description to the email:


However, this doesn't seem to have any effect and is not showing up at all on the webform. What am I doing wrong?

View comment · Posted Apr 16, 2020 · Kristen

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