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Kyle Taylor
Joined Jan 04, 2024
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Last activity Oct 30, 2024
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Latest activity by Kyle Taylor
Kyle Taylor commented,
We're seeing an issue whereby we cannot place an article in some sections - we have sections missing in some categories when using the multiplacement feature. Is anyone else experiencing this and is there a fix please?
View comment · Posted Oct 30, 2024 · Kyle Taylor
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Kyle Taylor commented,
Solving as we've applied the workaround to our app, thank you for the help!
View comment · Edited Jul 31, 2024 · Kyle Taylor
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Kyle Taylor created a post,
Summary
When invoking a popover from a hidden top bar app, the popover never shows even though the code up to that point successfully runs.
Context
A few months ago we deployed a hidden top bar app in Zendesk that listens for a notification from ZIS, invoking a a popover to act as an in-Zendesk notification.
This app used to work perfectly but something has changed, which means that the app icon must be visible in the top bar before a popover can be shown. When the app icon is hidden, the code runs and we can output data to the console, but no popover is shown. There are also no app conflicts because we isolated the app in our testing.
Workaround
From our testing, we identified that the app icon must be visible in the top bar before we can show the popover. This means that we programatically have to show the top bar app icon, then launch the popover, hiding the popover and app icon once the notification is dismissed.
We've reached out to Zendesk Support on this who advised that we raise this here. Has anyone else experienced this and can anyone provide a solution outside of the above workaround please?
Edited Jul 26, 2024 · Kyle Taylor
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Kyle Taylor created a post,
We would like to see ticket deletion events made by any user in the Audit Log, alongside some filter options for these type of activities.
For some context, the whereabouts of some tickets was questioned and we couldn't find these in the Audit Log. We knew they had been deleted and could find these deleted tickets in Zendesk Explore, but the ticket deletion events were not visible in the Audit Log. Having spoken with Zendesk Support, permanent ticket deletions can only be seen in the event log by the agent who deleted those tickets, rather than these being visible to all admins. Soft ticket deletions are visible to all admins, until they're replaced by the permanent ticket deletion events. This affects admins and means we lose visibiltity of key ticket events.
This has been a problem for us over the past week or so, where someone deleted tickets and we had no record of what happened to the outside of Zendesk Explore.
The workaround is to use Zendesk Explore, but this was not always accurate - we had to filter on the deleted ticket IDs to find what had happened to them.
An ideal solution would be having visibility of all ticket deletion events made by any user, as well as the option to filter on these using the in-built filters.
Edited May 20, 2024 · Kyle Taylor
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Kyle Taylor created a post,
We would like the ability to access the files in the Media Center for the Zendesk Guide/Help Centre, via the API. The current workings of the Media Center mean it can only be accessed within an Article, so deletion of any files that are no longer required is a manual process. This missing feature affects Agents and Admins, who work with Zendesk Guide.
For context, we develop in-house scripts to migrate articles from one form of a Help Center to our own Help Center. The migration project we're currently working has a lot of attachments, but not all of them are in use. The script we've developed works as follows:
- Create the article with an empty body
- Upload the attachments to the article endpoint created from the previous step
- Update the body of the article to point to the location of the uploaded attachments (which makes the attachments inline)
- Delete any attachments in not in use
However, we've noticed that step 4 does not fully delete the attachments. While they no longer exist under the article attachments endpoint, they still exist in the Media Center, unassociated with any articles and are unused. The problem with this is that we cannot delete these via the Article Attachments API endpoint, meaning we have to manually delete these. We have several thousand files we need to delete, so it's very inefficient for us to manually delete these, thirty at a time (for each page).
For us, the addition of this feature would greatly improve efficiency when migrating articles and save time.
The current workaround is to manually delete these attachments in Media Centre, but with over a few thousand of these, it's not very efficient for us to do this.
We would like to see a specific endpoint to manage these attachments in Zendesk API, such as:
- /api/v2/help_center/media (to list all media)
- /api/v2/help_center/media/{media_id} (to see details for specific media based on an identifier)
With the latter endpoint, sending a delete request to this would delete the article, returning a status code of 204.
Edited May 10, 2024 · Kyle Taylor
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Kyle Taylor commented,
Thank you for the feedback!
All of our employees have at least two email addresses; one for SSO and the other is for external emails. Not all external email addresses are attached to an agent profile, which uses the SSO email address, resulting in a duplicate account. We can't consolidate these acccounts because Zendesk doesn't allow end users to be merged into agents.
This problem is a result of one of the following:
- A staff member might forward a customer email to Zendesk, which comes from their external email address and not their SSO email address.
- A customer might copy in the external email address (such as an Account Manager).
- Our integrations bring in data from third-party systems, which include external email addresses.
For all of the above, an end user account is being created for the external email address where it isn't associated with an existing agent profile which uses their SSO email address.
The workaround isn't a safe option for us because agents lose their ticket assignments and access to shared dashboards when downgraded. Agents also lose their groups when downgraded and re-upgraded.
View comment · Posted Feb 21, 2024 · Kyle Taylor
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Kyle Taylor created a post,
We would like the ability to consolidate duplicate accounts for internal staff by allowing end user profiles to be be merged into agent profiles. We (as admins) have a large number of duplicate accounts and the default functionality of not being able to merge end users into agents is slowing down our process of consolidation.
At our Organisation, we have two email domains for each internal member of staff and some of these staff members have an end user and agent profile as a result. By having the functionality to merge an end user profile into an agent, we can consolidate our profiles much quicker. This will result in the following improvements for us:
- By having email addresses for a user all on one profile, we can be sure that we're contacting the right profile.
- We can minimise user error when someone is trying to log into Zendesk from an email domain different to their primary one, because all email addresses for a user are tied to one profile.
- We can manage data duplication much more efficiently
This problem is a frequent occurrence for us, as we have a significant number of duplicate profiles. Our internal staff also experience issues logging in and contacting the right people. More recently, one of our agents responded to a ticket which came from their end user profile instead of their agent one, causing confusion surrounding our first-reply SLA targets.
We're in the process of consolidating these duplicate profiles by deleting the end user profile and adding the associated data to the agent profile, but this is a tedious process and isn't very efficient.
An ideal solution could build on the existing user merge functionality on an end user's profile (via "Merge into another user"), but expanding on this by allowing an end user to be merged into a user profile.
Posted Feb 20, 2024 · Kyle Taylor
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Kyle Taylor created a post,
Most our support agents are play-only users and work tickets via playlists. However, one of the things that slows us down is telling users to get out of tickets when they're idling on it - other people can't access that ticket while someone else is on it.
A feature that we'd love to see is the ability to kick an agent from a ticket, so that it can be picked up according to our playlist.
If this feature already exists, please let me know where I can find this!
Posted Jan 04, 2024 · Kyle Taylor
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