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Lefteris Apostolakis
Joined Oct 16, 2021
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Last activity Dec 27, 2023
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Latest activity by Lefteris Apostolakis
Lefteris Apostolakis commented,
Hi,
Anybody run into the issue of not being able to delete a USER field? I am trying to delete a user (not a ticket) field named "Office Location", and I keep getting an error message that "...field could not be deleted". I can deactivate it (and reactivate it) but I cannot delete it. I need to delete and re-create this user field as a different type of field, and this issue is stopping me at the moment.
If this was a TICKET field, I would go and check whether it's currently used in a ticket form, but since this is a USER field, I don't believe there should be any conflict when it comes to deletion. Any input on this perhaps?
View comment · Posted Sep 05, 2022 · Lefteris Apostolakis
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Lefteris Apostolakis commented,
Thanks for the instructions Sam. This is something that we have done already in Okta. In theory, we are already mapping the custom attributes we want from Okta into Zendesk. The issue is that there is no obvious way to display this custom attribute information inside Zendesk. If you try to create a new user field for example, you are only given a list of the default Zendesk field types to choose from (e.g. string, multi-select, drop-down).
I would expect to also have the option to select a source originating from the custom attribute I am already syncing through Okta (or any IDP for that matter). I mean, this functionality already exists for some of the default user fields Zendesk is using, like user First/Last Name, email address, etc. I am baffled at the fact that I don't seem to have to option to easily display any custom attribute information I am syncing to a custom user field.
View comment · Posted Apr 13, 2022 · Lefteris Apostolakis
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Lefteris Apostolakis commented,
I just found some time to check on that Zendesk integration you posted, and I just realised that this is THE Zendesk app that you can add in Okta and it's the one we use already. I am aware that the Zendesk Okta integration and it pushes data, but it doesn't put the data we want; only the built-in data it has (name, email address and some other basic fields that it needs to link tickets to users). We want to be able to pull data from AD/Okta user profiles into a Zendesk customer user field. And hopefully that data can be any AD string attribute that we are pulling from AD/Okta.
View comment · Posted Mar 24, 2022 · Lefteris Apostolakis
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Lefteris Apostolakis commented,
Thanks for the information Sam! I will definitely give it a try but I would still like to find a solution outside of this app because we will also be moving away from Okta soon, therefore I am curious to see if there is a more "manual" way to get a custom user field populated and regularly updated from any directory integration, not just Okta.
View comment · Posted Mar 22, 2022 · Lefteris Apostolakis
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Lefteris Apostolakis created a post,
Hello all,
I have been trying to find more information for something I thought would be more common, but I didn't manage to find a satisfactory answer, therefore I am posting here.
We have been trying to pull data from our Okta profile users into Zendesk. More specifically, we are trying to pull information about the user office location into Zendesk so that we may report on which office locations tickets are raised from.
At this point we have synced the user office location from our on-prem Active Directory into Okta into a custom attribute, and this custom Okta attribute is already mapped into the Zendesk Okta app. So far so good.
My actual question is how to display this custom attribute information into Zendesk itself. Ideally, we would like to "attach" this custom attribute information into a User field. This user field can then be part of the Zendesk profile of each user, and then we should be able to somehow link it via triggers into a ticket field.
Moreover, this custom user field should be automatically updated based on the information that the source (profile master) provides. So for example if a user's location changes from "Amsterdam" to "Berlin" in Active Directory, this change will be pushed to Okta (this does happen already) and then Okta will push this change into Zendesk. Therefore the Zendesk user profile will always be kept up to date with the latest information for each user.
I haven't managed to find any concrete information on how to populate ANY Zendesk user field from information that is being pushed by a directory integration (be it Okta, on-prem AD, Azure AD, etc.). And to keep that information up to date without bulk importing users all the time. Am I missing something?
The closest information I could find about my issue was described in the following Zendesk community conversation, but then it mostly focuses on how to link a user field with a ticket field:
https://support.zendesk.com/hc/en-us/community/posts/4409222749978-Link-user-field-with-ticket-field
Bottom line, we would like to have a Zendesk user field being automatically populated (and updated) from an AD/Okta attribute.
Will appreciate any input on this!
Posted Mar 22, 2022 · Lefteris Apostolakis
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Lefteris Apostolakis commented,
Hi Austin,
Thanks for the comprehensive reply. I never even thought about checking Explore forthis, so this was an eye opener. I managed to indeed successfully export the external IDs of the users via an Explore query. Most of the users didn't have an external ID in the first place, so I just randomly generated strings and bulk imported them before re-running the query in Explore to get the full list of users populated with external IDs.
Afterwards, I just used said external IDs in order to bulk update the new email address for the entire Zendesk user base.
Thanks so much again for all the help!
View comment · Posted Aug 13, 2021 · Lefteris Apostolakis
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Lefteris Apostolakis commented,
Thanks so much for the tip Trapta. I managed to implement this into out Zendesk portal and it worked like a charm. Thanks a lot again!
View comment · Posted Aug 12, 2021 · Lefteris Apostolakis
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Lefteris Apostolakis commented,
Hello Tipene,
Thanks for this explanation. It actually clears up a few things.
I do have external IDs for our Zendesk users, but in order to be able to use them as identifiers in order to bulk update users with their new email address, I need to actually export those external IDs somehow into a .csv or something. I haven't found an easy way to actually export the external_id field off Zendesk from the UI (so without using the API). Do you perhaps or anybody else have any input on how I could export the external_id field of our users?
Thanks,
Lefteris
View comment · Posted Aug 10, 2021 · Lefteris Apostolakis
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Lefteris Apostolakis commented,
Thanks for the comment @.... The issue is that this default Zendesk CC field does not appear in the list of ticket fields in Support, therefore I don't know its id. Do you perhaps know of a way to find the id of this field?
View comment · Posted Jul 14, 2021 · Lefteris Apostolakis
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Lefteris Apostolakis created a post,
Hello all,
I am trying to bulk import a .csv (correctly formatted) which will update the email address to all of our internal Zendesk users. For some reason, it succeeds for the first 13 users and then it fails for all the rest with the error message "Name: is too short (minimum one character)".
I looked around for this error message and followed all the advise I could find but nothing changed. Any idea what I might be doing wrong during the bulk import?
My .csv has the following format:
external_Id | |
email1@address.com | xxxxxxxx |
email2@address.com | xxxxxxxx |
Posted Jul 14, 2021 · Lefteris Apostolakis
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