I have been trying to find ways to stay productive on iOS with Zendesk and Workflow app for iOS recently opened up the ability to access any Web API so I thought I'd take it for a test ride with some Zendesk work I needed to accomplish.
Our internal customers have several email addresses associated with them. Automated systems will email us a email@example.com email address, but when our customers email us we see an email address that looks like firstname.lastname@example.org. This can cause gaps in visibility as the first email address isn't tied to our Single Sign On integration. I use customer lists to help me identify users that might be duplicates and identify who needs to be merged. I'm sure this could be improved by building to support multiple users, but I merge one at a time to make sure I'm not merging the wrong people into each other.
The great thing about Workflow, is that I can share my workflow with you with a link. You can take it as is and test it out for yourself. My workflow allows me to copy two cells from Excel (or two lines from a text file).
- Download Workflow for iOS (paid)
- Build a Customer List that includes the Zendesk User ID # and any other fields you need to help you find your duplicates. I use a custom user field called NTLogin to throw a network login on each account so I can quickly sort by duplicates.
- Export the customer list to CSV (this will email you a link to download).
- Make sure that the file is sorted so that the user account you want to merge is on the row above the account you want to merge into. THIS IS IMPORTANT, IF THEY ARE IN THE WRONG ORDER YOU RUN THE RISK OF MERGING THE WRONG USERS. If you are uncomfortable with this I've made a second workflow that will prompt you for each user ID
- Copy those two cells.
- Open Workflow and launch the Zendesk Merge workflow
This workflow will take the two cells and split them into two different user IDs and place them into the API. The workflow will also prompt you for your subdomain, username, and password for submitting to the API. If you'd prefer not to include your password, add your email address as email@example.com/token. Then add an API token instead of your password.
This is a very specific use case, but it shows that API work can be done from iOS and make some tasks which might be a little too much for some a little easier. Also Workflow provides an easy way to visualize how you might automate something and has a lot of integrations with other apps that might make it easier for you to expand even further. I hope someone finds this useful!
Also, while not Zendesk related, there is a great article on using the API feature in Workflow. I used to to help me develop what I needed to setup to get started with using Workflow with the Zendesk API. You can reference my Workflow links to see how the API step is setup for accessing Zendesk through the API.
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