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Paul

Joined Nov 04, 2022

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Last activity Apr 19, 2024

I work as a Tech Lead for Auto Trader UK - we are currently running a pilot of Zendesk. We are big believers in API first and are using Terraform to provision our environments.

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Latest activity by Paul

Paul commented,

Community commentZendesk EAP - High Volume API Usage Dashboard

I agree that this is really quite poor. I absolutely get the data only being refreshed daily and I think that's fine but it's effectively 2 days behind and you can never get a view of yesterdays data alone with a detailed breakdown. Please do look into this - thanks.

View comment · Posted Apr 19, 2024 · Paul

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Paul commented,

CommentWeb Widget documentation

Hi,

Hi, as per this article when do you think realistically the email address will be included in the newly created contact. This is important for us before we go live with chat on our site and we have been told on numerous occasions that this is coming soon but over a year later this is still a problem.

When a user of our site is logged into our site and engages with ZD messaging, we log them into the Zendesk chat using a JWT token that contains name, email and external Id.
Whilst the name and external id are set, the email address is not and it is vital to our operations to ensure this is automatically set rather than our agents having to manually set it which is both error prone and time consuming.

Please can you give an update on this work with a realistic timeframe for it being implemented?
Thanks

View comment · Edited Apr 11, 2023 · Paul

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Paul created a post,

Post Feedback - Chat and Messaging (Chat)

Hi,

We'd like to be able to perform the following customisations of our messaging widget (these are in priority order)

Launcher - Ability to update icon used to our own custom icon without having to create a custom launcher
Chatbot profile image - Ability to use custom profile avatar for the chatbot or at least change the colour of the chatbot box with eyes

Chat window:
Update font to our own
Change background colour of header
Round top corners of chat window only

Message colour for agent:
To change ftext colour
Change text colour to UI Title 

Chat bubble:
Agent - To have rounded corners apart from the bottom left
User - to have rounded corners apart from bottom right
The above is true unless there are multiple messages in a row by same user, in which case they stack as shown
Corner radius to be 16px

Profile images:
Agent - To be in a circle not a rounded square

Text entry section:
Update to have larger text area, clearer CTA entry button
May need to also add paperclip icon to allow attachments, add our own icon set for this.

 

Thanks

Posted Jan 25, 2023 · Paul

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Paul created a post,

Post Feedback - Help Center (Guide)

Hi,

It would be really useful if all of the Guide settings were exposed via API's so we don't have to manually set them across our different environments. 

Thanks.

Posted Jan 06, 2023 · Paul

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Paul commented,

CommentSetting Guide roles and permissions

Hi,

I am trying to create a user segment that includes all of our staff except for those in the Light Agent role. Is this possible?

I could do it by.creating a segment that includes all groups except our light agent group but we are provisioning users via SCIM so every time we add a new agent user group we would need to remember to add that group to the user segment which is not ideal.

Thanks.

View comment · Posted Jan 06, 2023 · Paul

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Paul commented,

CommentViewing and using dashboards

Hi,

Is it possible to export Explore reports via the API at all?

Thanks.

View comment · Posted Dec 23, 2022 · Paul

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Paul commented,

CommentSingle sign-on

Hi Carl McDowell

Sorry I didn't reply sooner, I missed your response!

Just to update that we got this sorted - it was an issue with our Azure AD configuration and a mis-understanding on our end. All working now.

Many Thanks.

View comment · Posted Dec 23, 2022 · Paul

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Paul commented,

CommentSingle sign-on

Just to update that we got this sorted - it was an issue with our Azure AD configuration. All works as expected now.

View comment · Posted Dec 23, 2022 · Paul

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Paul created a post,

Post Feedback - Help Center (Guide)

Hi,

I'd like to request some additional data be added to the search result object seen here:
https://developer.zendesk.com/documentation/help_center/help-center-templates/objects/#search-result-object

It would be very useful that if the result is an article then we can access the article id and article labels fields.

The reason for this is that we would like to be able to display labels alongside the search results to show which of our users the article is targeted at.

I've managed to achieve this with some javascript code but at present it relies on the article last updated date which sees flaky and will possibly be identical for multiple articles as we build our help centre out via API's

Thanks

 

Posted Dec 23, 2022 · Paul

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Paul commented,

CommentSingle sign-on

Has anybody managed to get this setup using Azure AD to create agents with a custom role?
We have added mappings for role (set to 'agent') and custom_role_id (set to the id of the custom role to assign) but users are always created as end-user rather than as agent.

Any ideas?
Thanks

View comment · Posted Nov 04, 2022 · Paul

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