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Randy Magliozzi's Avatar

Randy Magliozzi

Joined Oct 16, 2021

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Last activity Aug 22, 2022

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ACTIVITY OVERVIEW

Latest activity by Randy Magliozzi

Randy Magliozzi commented,

CommentHelp with apps and integrations

We encountered the same, cryptic error ONLY after one of our customers had a bad experience by not receiving a welcome email.  We checked the logs -- nothing!  But noticed the last log entry was almost 1 week ago.  So the sync has been disabled for up to 1 WEEK!!!  We found the error message in the Integration page for both the Account and Contact interfaces.  I'm fairly certain we didn't have any rate limit reached.  BUT NO NOTIFICATION THAT ZENDESK IS DISABLING THE SYNC.  This is by no means enterprise-grade software.  Firm asks: 1.) Put useful information in the log file and 2.) send an email notification if the interface is disabled by your team or app.   These two asks should be something a summer intern can handle.  PLEASE let us know if you ever intend to address in the next 3-6 months so we can plan accordingly.  Thnx!

View comment · Posted Aug 22, 2022 · Randy Magliozzi

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Randy Magliozzi commented,

Community comment Feedback - Ticketing system (Support)

Re: Access to Email logs.  When integrating customer engagement workflows across cloud apps, it's often a requirement to send an end-user email communication (new subscription, service request confirmation, partner deal registrations, etc.).  When using shared tenant platforms like Zendesk, we can't control exactly when an email communication is sent or the outcome (e.g., bounce).  And with so many different email clients (public ones, private ones), we can't be sure it reaches the intended users inbox.  So having access to Email send logs is very helpful when building a new workflow or troubleshooting one.  Platforms like Salesforce (& Service Cloud) provide self-service access to the email send logs.  Magentrix provides admin visibility to any email sent from any portal or community site, and as another example, Highspot also provides logs of Email sending.   I'm sure Zendesk is capturing and logging this information -- it would be great if admins had visibilty -- if only for 7 days (Salesforce Service Cloud is 30 days with 7 day window per request).  Thank you for considering.

View comment · Posted Jul 26, 2022 · Randy Magliozzi

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Randy Magliozzi commented,

Community comment Feedback - Ticketing system (Support)

@Caroline Kello -- any chance of logging Emails sent to Users in the Audit Log?  Many vendor platforms offer this now.  Great for troubleshooting end-user support requests.  Thank you for considering.

View comment · Posted Jul 25, 2022 · Randy Magliozzi

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Randy Magliozzi commented,

CommentFormatting and customizing your email

Having trouble getting support for the Salesforce integration.

I've noticed the following behavior.  We create a new Account followed by a new Contact through the integration which creates the Organization and the User records.  However, for 2-3 minutes, the User is not showing linked to the Organization -- it seems like there is a backend process that maps the user's Email to the Email domain we provide when the Account is synched.  During those 2-3 minutes, the User record shows "(unverified)" and in some cases, the automated Welcome email is not being sent.  1.) Can you confirm this issue and 2.) provide a workaround.

Thanks!

View comment · Posted Apr 21, 2022 · Randy Magliozzi

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Randy Magliozzi commented,

CommentHelp with apps and integrations

We're in the process of implementing the Salesforce integration and have run into a few challenges. 

1.) Welcome Emails are not being triggered when a new Org/User is created through the sync -- is this a know issue?  Is there a workaround?

2.) We create the Org first then the User in a flow -- however, we don't want to add a public domain to the Org (e.g., gmail) as that seems to result in un-mapped Users (no Orgs) to get re-mapped to the new Org if gmail is a domain.   However, in this case when we don't sync the domain, the integration doesn't return the Zendesk User Record ID.  Is this a bug?

 

View comment · Posted Apr 01, 2022 · Randy Magliozzi

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Randy Magliozzi commented,

CommentSalesforce integration

Is there anyway to set or increase the number of records display in the view from 5 to 10 or 100?  Thanks!

View comment · Posted Sep 24, 2021 · Randy Magliozzi

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