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Chris Green

Incorporación 09 mar 2022

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Última actividad 10 may 2024

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Última actividad de Chris Green

Chris Green creó una publicación,

Publicación Developer - Zendesk APIs

I'm bulk importing tickets into Zendesk using the Ticket Import (POST /api/v2/imports/tickets). With the ticket data, I'm including the requester & assignee. I noticed in the documentation (https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_import/), it says that “No notifications are sent to users CC'ed on the imported tickets. Notifications are sent on subsequent updates to the tickets”. 

 

Does this mean that if we have notifications setup for requesters & assignees, that they'll get triggered and sent out? I suppose I could temporarily disable any of those notifications, however, I don't want to disrupt the workflow of other teams/groups using Zendesk while I'm doing the import. 

 

Thanks in advance!

Publicado 10 may 2024 · Chris Green

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Chris Green hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Rolf Hayes - any resolution to this? I'm also just trying to find any settings within Zendesk related to archiving…..for example, can you turn it on and off? 

Ver comentario · Publicado 10 may 2024 · Chris Green

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Chris Green hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Sounds like this has finally been worked on? Any updates on release date? 

Ver comentario · Publicado 10 may 2024 · Chris Green

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Chris Green hizo un comentario,

Comentario de la comunidad Developer - Zendesk APIs

I believe this issue may be caused by the fact that csv files have a limit of 32,767 characters per cell. When I get back to this project, I'm going to attempt to truncate my 'comments' field being exported to CSV.

Ver comentario · Publicado 07 nov 2023 · Chris Green

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Chris Green creó una publicación,

Publicación Developer - Zendesk APIs

I am using a Python script that exports (to CSV) a set of tickets using the Search API (/v2/search.json). In my script, I'm also making a call to get all ticket comments and combine into a single field (/v2/tickets/{ticket_id}/comments.json. 

For the majority of the tickets/comments, everything exports as it should and all comments combine, but it looks like that if a ticket has a quite large amount of comments, when exported to CSV, it overflows to multiple lines below the ticket and makes the ticket data unusable. I've included a screenshot (with some content hidden) to give you an idea of what is happening. I have tried getting the comments by using 'body' & 'html_body', but it doesn't make a difference. 

Any thoughts on this? Is there a limitation in how many characters can be included in Excel and/or a CSV column? 

Publicado 03 nov 2023 · Chris Green

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Chris Green hizo un comentario,

Comentario de la comunidad Q&A - Apps and integrations

Heather Rommel - would love to pick your brain in another setting. Would you be willing to chat via email or through another format? 

I specifically wanted to find out how you handle problems vs. incidents in your ZD --> Jira integration. 

Thanks,

Chris

Ver comentario · Publicado 08 feb 2023 · Chris Green

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Chris Green hizo un comentario,

Comentario de la comunidad Q&A - Apps and integrations

Heather Rommel - this was great and exactly an example I was looking for. If you have any more resources related to this workflow, I'd love for you to share. 

Thanks again,

Chris

Ver comentario · Publicado 03 feb 2023 · Chris Green

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Chris Green hizo un comentario,

Comentario de la comunidad Q&A - Apps and integrations

Thanks Heather Rommel - I'll take a look at this.

Ver comentario · Publicado 03 feb 2023 · Chris Green

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Chris Green creó una publicación,

Publicación Q&A - Apps and integrations

We are using the JIRA Zendesk marketplace integration and I wanted to find out if anyone would be willing to share their processes/workflows for the entire process, from support to engineering, and closing the loop. We are just in the infant stages of creating these formalized processes and I wanted to see what works or doesn't for others.

Some things I'm specifically looking for --
Once you create a Jira issue, do you close out the ZD ticket, do you use a custom status, etc? 

How do you go about keeping track of the issues that move from ZD to Jira? 

What are you using for communication to the end user/requester during the entire process? 

Publicado 31 ene 2023 · Chris Green

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Chris Green hizo un comentario,

ComentarioAdditional ticket channels

Salim Cheurfi - just following up on this. Can we re-open the ticket or open a new one? 

Thanks,

Chris

Ver comentario · Publicado 27 sept 2022 · Chris Green

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