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Dan Moore
Joined May 17, 2021
·
Last activity Aug 15, 2023
Seasoned Data Management & SaaS Professional with robust technical expertise. I leverage SQL, Python, APIs, and cloud-based applications to drive business growth. My specialty lies in SaaS implementations, data analytics, project management, and delivering customer-centric solutions. Committed to harnessing data for operational improvement and innovation. https://www.linkedin.com/in/mooredanielt/
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Latest activity by Dan Moore
Dan Moore commented,
Hi Akash Kumar,
A couple of things to get you started.
- Review this Page on Ticket Fields. You can use the API Get to pull the data you need from a ticket Field, even identify the custom fields. Ticket Fields | Zendesk Developer Docs
- To actually pull the data you need, Reference the specific Ticket API Tickets | Zendesk Developer Docs
- As an example, you can query the data for a ticket with Curl like this.
curl https://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}.json \
-v -u {email_address}:{password}
To test out these API's, Consider using the Zendesk provided Postman Tool.
Ticketing | Zendesk Developer Docs Postman
Postman - Sign Up (getpostman.com)
Please let me know if you need any assistance.
Dan Moore | Daniel Moore | LinkedIn
View comment · Posted Aug 15, 2023 · Dan Moore
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Dan Moore commented,
Hello Johnny
I wrote an article that demonstrates how to pull the Comment ID and Ticket ID from Zendesk.
Interact with Zendesk Data using zenpy in Python - An Example – Zendesk help
Take a look and let me know if this helps. The Python script can be modified to meet your needs.
View comment · Posted Aug 14, 2023 · Dan Moore
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Dan Moore commented,
Hi,
We had a similar issue. The problem was that the integration was using the SSO credentials for both Zendesk and Slack. IT had set the SSO credentials for the integration with slack to the IT credentials. Once IT provided the correct access, we were able to use the webhook appropriately.
If the integration is using another authentication method, such as API Key, we have had an experience in the past where only the person that setup the application had access. This was resolved by setting up a group and limiting the application to users in that group. Then we added all the users that wanted needed slack into that group. I don't know why this is, possibly a bug, but it resolved the problem.
As a troubleshooting method, you can go to Admin Center > API > and review the logs to see what is causing the problem.
We switched our access to us the app Get customer support in any channel with Zendesk + Slack
View comment · Edited Aug 15, 2023 · Dan Moore
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Dan Moore commented,
Hello keren.b
I have used Both systems, and Intercom's banner is not offered natively in Zendesk Help Center. I have used aftermarket web sites that integrate well with Zendesk to create this functionality.
zenplates themes for Zendesk is my personal favorite for customization.
Customizable help center themes for Zendesk Guide | Zenplates
There are other customization templates in the Zendesk store that offer expanded functionality.
Hope this helps. Daniel Moore | LinkedIn
View comment · Posted Aug 14, 2023 · Dan Moore
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Dan Moore commented,
Hello Angela Killin
Here are a few options for creating Help Center Articles.
Zendesk API
- The Zendesk API can be used to backup and restore the Help Center Articles. Take a look at the link below.
- Backing up your knowledge base with the Help Center API | Zendesk Developer Docs
- You can also use the Zendesk Developer Reference to create articles with and API.
- https://developer.zendesk.com/api-reference/help_center/help-center-api/articles/#create-article
- I have used this successfully in the past to create and update articles in bulk. I think the best way to generate the data is in an excel spreadsheet to create the PUT command to create each article.
Python
- Another option is to use python to create the articles with Zendesk API.
Zendesk Marketplace
- There are 3rd party tools in the Zendesk Store that can also input and synchronize data to the Help center.
Federated Search
- If your data resides outside the help center in an existing web site, the Zendesk Federated search tool will allow you to integrate the external data into the help center. Done correctly the search engine will find all the data an end user is looking for with a simple search.
- About Zendesk Federated Search – Zendesk help
-
You can use either of the following methods to implement federated search in your help center:
- Federated Search API - REST API that lets you ingest records of your external content into the Zendesk search indexes. This method requires that your developers build and maintain a middleware layer to integrate the site that hosts the external content with the help center.
- Search crawler - Configurable in the Search settings in Guide, the search crawler lets you implement federated search in your help center without developer resources. You can set up multiple crawlers in your help center search settings to crawl and index different content in the same or different websites.
Let me know if you need any help, I have experience with all of these options.
View comment · Posted Aug 14, 2023 · Dan Moore
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Dan Moore created a post,
To extract data from Zendesk, we are going to use zenpy, a Python wrapper for the Zendesk API. This example uses zenpy to extract the first 1000 comments from all Zendesk tickets. To extract more comments, use adjust the number in the counter.
Ref: Python Zenpy Examples, zenpy.Zenpy Python Examples - HotExamples
Ref: Zenpy — Zenpy 2.13 documentation (facetoe.com.au)
python
pip install zenpy
import csv
import logging
from zenpy import Zenpy
# Setup logging
logging.basicConfig(filename='error_log.log', level=logging.ERROR,
format='%(asctime)s %(levelname)s %(name)s %(message)s')
logger=logging.getLogger(__name__)
# Setup Zenpy
creds = {
'email' : 'your_zendesk_email/token',
'token' : 'your_token_or_password',
'subdomain': 'your_zendesk_subdomain'
}
try:
zenpy_client = Zenpy(**creds)
except Exception as e:
logger.error(f"Zenpy setup error: {e}")
# Extract ticket comments
try:
tickets = zenpy_client.tickets()
ticket_comments = []
counter = 0
for ticket in tickets:
for comment in zenpy_client.tickets.comments(ticket=ticket):
ticket_comments.append([ticket.id, comment.id, comment.type, comment.author_id, comment.created_at, comment.body, comment.public])
counter += 1
if counter >= 1000:
break
if counter >= 1000:
break
except Exception as e:
logger.error(f"Error extracting ticket comments: {e}")
# Transform to CSV
try:
with open('ticket_comments.csv', 'w', newline='', encoding='utf-8') as file:
writer = csv.writer(file)
writer.writerow(["ticket_id", "comment_id", "type", "author_id", "created_at","body", "public"])
writer.writerows(ticket_comments)
except Exception as e:
logger.error(f"Error writing to CSV: {e}")
Edited Aug 15, 2023 · Dan Moore
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