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Cheryl Hoskins

Joined Nov 22, 2022

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Last activity Aug 14, 2023

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Latest activity by Cheryl Hoskins

Cheryl Hoskins commented,

Community comment Developer - Zendesk Apps Framework (ZAF)

Update: I heard back from Zendesk Support that this is expected behavior.

View comment · Posted Aug 14, 2023 · Cheryl Hoskins

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Cheryl Hoskins created a post,

Post Developer - Zendesk Apps Framework (ZAF)

Here is the problem I am having:

1. I have a new customer with a new ticket. The customer does not have membership in any organizations.

2. in our sidebar ticket app, we have a button that uses APIs to create an organization (POST /api/v2/organizations/create_or_update) and add the ticket requester as a member of that organization (POST /api/v2/organization_memberships.json)

3. our customer service agent may then click on the ZD customer's tab and update that customer's name in the ZD UI. This results in a POST /api/v2/users/:user_id to update the name. This is part of the ZD UI, not our app.

4. The problem is that last POST has a payload that includes `organizations: []`, because there were no organizations when the customer was initially loaded into the UI. As a result, it is removing the organization membership that was just added via API.

I'm not sure how to avoid this. It doesn't make sense to me that the payload on changing a name would include other potentially stale data.

Is there a way for my ticket_sidebar app to trigger for ZD to refetch the user's data before the customer service agent updates the name? Is there another solution?

Posted Aug 09, 2023 · Cheryl Hoskins

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Cheryl Hoskins commented,

Community comment Developer - Zendesk APIs

hmmm. Customers can belong to multiple orgs. If I create a membership in this organization for the customer, don't I still need to indicate which organization should be associated with the ticket? And that can't happen until the membership is done and indexed.

View comment · Posted Aug 02, 2023 · Cheryl Hoskins

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Cheryl Hoskins commented,

Community comment Developer - Zendesk APIs

Yes, this is helpful. I can see how I can do the process with one period of waiting rather than two, since we are not using domain mapping.

When you say "after waiting for the database to be indexed", what exactly do you mean? Is there a way to know when the database has been indexed? That is what we are doing with the 3-minute timeout, but I am hoping there is a better way. 

View comment · Edited Aug 02, 2023 · Cheryl Hoskins

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Cheryl Hoskins created a post,

Post Developer - Zendesk APIs

We have a workflow where we need to create a ticket for a customer, but the customer and organization may not previously exist. So we also create the organization and customer, and add the customer to the organization. What we are currently doing is:

1. create or update organization (POST /api/v2/organizations/create_or_update)

2. create customer (POST /api/v2/users) or update customer if they exist (PUT /api/v2/users/:customer_id)

3. wait 3 minutes

4. add the customer to the organization membership (POST /api/v2/organization_memberships.json)

5. wait 3 minutes

6. create the ticket using the organization_id and customer_id (as requester_id) (POST 

/api/v2/tickets)
 
We have found that we need to wait because the resources we create are not reliably available immediately. So, if we add the customer to the organization's membership immediately after creating them, one or both of those resources may not be available and we error.
 
Waiting is causing problems and is just not generally a good pattern. Is there a way I can create these connected resources in one API request? Or a way to know that the resource is available?
 
Then, as a secondary question, is there a way to do this in bulk (many customers/orgs/tickets)?

Posted Aug 02, 2023 · Cheryl Hoskins

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Cheryl Hoskins commented,

Community comment Developer - Zendesk APIs

I am having a similar problem using `/api/v2/tickets/create_many` endpoint. I tried using the format Erica suggests above and it still didn't work. I found that if I use the associated tag rather than the custom field, it creates the ticket as expected. Should I expect to have to use the tag rather than the custom field when using `/api/v2/tickets/create_many` endpoint?

View comment · Posted Jun 27, 2023 · Cheryl Hoskins

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Cheryl Hoskins commented,

CommentWeb Widget documentation

Can you change the height of the messaging web widget? For example, I notice on Zendesk site on mobile, the widget takes about half of the height in portrait. But on our site, the widget takes the entire viewport height. 

View comment · Posted Nov 22, 2022 · Cheryl Hoskins

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