Recent searches
No recent searches

Yannis
Joined Jan 17, 2024
·
Last activity Jun 17, 2024
Following
0
Followers
0
Total activity
8
Votes
2
Subscriptions
3
ACTIVITY OVERVIEW
BADGES
ARTICLES
POSTS
COMMUNITY COMMENTS
ARTICLE COMMENTS
ACTIVITY OVERVIEW
Latest activity by Yannis
Yannis commented,
Hello - 2 things from me so far!
1. With the replies based on macros, I would love to see the marco actions being applied to a ticket, such as adding tags, and updating ticket fields too which we use for the correct categorisation/routing and reporting purposes too.
2. It looks like, starting a reply over the suggested reply with a capital leter (using shfit + letter) does not register. It does work with caps lock on though.
View comment · Posted Jun 17, 2024 · Yannis
0
Followers
0
Votes
0
Comments
Yannis commented,
Hey Austin Killey! Thank you for your time to write this up, really appreciate it!
So, just to recap:
- Using our app's login/auth service as the SSO provider for provisioning and field mapping
- Values in user fields can update a ticket field to enable the reporting we want
A few follow-up questions:
- Would we have to import all our users or can they be created on demand when they go in our Help Centre? And at the time of creation/signin in, the field mappings are pulled into ZD and updated automatically thereafter.
- If we got a few million users, the CSV solution won't be the most time efficient way, so I guess that only leaves the API as a solution, and having to work within our 700rpm limit, right?
- Does Zendesk have a limit of how many records an object can store (in this case the millions of user/customer records) - and would these records count towards our storage?
Thank you! :D
View comment · Edited Jan 18, 2024 · Yannis
0
Followers
0
Votes
0
Comments
Yannis created a post,
Hello! I am looking for some best practices/guidance on how to best solve for the below:
I want to update the Zendesk User/Customer object via the API. The update will pull in data in custom fields, such as Subscription Plan (free/paid), Last Payment/Renewal Date, Link to Internal System to the user's profile. The purpose of this is to enable accurate reporting of metrics depending on Subscription plan & efficiency gains for agents.
The reporting is done on the ticket level, so it will need to reflect the subscription plan of the user at the time the ticket was created. To achieve that I might add a tag to the ticket at the point of the ticket creation or update a custom ticket field.
We got several millions of users, and there can be multiple updates on their Profile, which can pose challenges on how we handle the update via the API. We also have a Fivetran API connection as we are doing our reporting on Tableau. Here are my thoughts:
- Solution 1: Import all customers and their data into Zendesk, and subsequently add new users as they get created in our system AND update existing users as and when any of the details above get changed.
- Risk: I can easily see us reaching our API limits (700rpm), but also, not all user data imported will be usable/relevant
---
- Solution 2: Import only Paid customers and their data into Zendesk, and subsequently add new users as they get created/upgrade in our system AND update existing users as and when any of the details above get changed.
- Risk: The absence of a Free user might create confusion as to why there are no details in their profile, and missing out on efficiencies from giving agents the ability to just click on a link to view their 'internal' profile.
Also, in the future we might want to add SSO on our Zendesk hosted help centre, using our app's login service - in case it has any bearing on what would be the best approach here.
Has anyone done something similar, and how did you solve for this?
Thanks a lot!
Posted Jan 17, 2024 · Yannis
1
Follower
2
Votes
3
Comments