tl;dr - Please persist the contect relevant data (name, mail address, number) with event logs.
We (painfully) realized that whenever a user profile is referred to in a log (event view, audit log), Zendesk shows the current realname of the profile's id (but not the id).
There are a few downsides with this
- Audit log: if the realname is changed, there is no trace of the old realname, hence identifying which profile was changed can be impossible (at lease here we have the id in the linked URL, but still no one knows the former purpose of this profile)
- Ticket events: the ticket may have been generated for user 'John Doe', after which the name has been changed to 'Jane Smith', and now it seems that the ticket had been created for 'Jane Smith' from the beginning. Especially the fact that there might be multiple users of the same name (typically when someone decides to clean up things) it would be more helpful to see the profile id to be sure which user it was.
- Ticket notification events: this is a log entry to document e. g. using an e-mail target. Just it shows the same name (Jane Smith, John Doe) which can also change. Zero transparency.
I suggest to put exactly the mail address that was used for the notification to fulfill the expectation of an notification log. We regularly need to check "which information had been sent to which e-mail adress", and especially when profile contacts change, the log is useless. The profile id could be added, too, for the recently said reasons.
Example: To where did we send THIS information?
We don't know.
(the same applies for phone numbers e. g. for SMS notifications)
We didn't try yet, but I'm also sure that if a user profile is deleted, it will even more mess up the relevant logs. We surely could retrieve the profile ids in reports, but everyday admin/workflow/bug chasing work is honestly not based on Explore.
So I'd love to see more meaningful information in the places that are meant to help tracking what happened.
Vous devez vous connecter pour laisser un commentaire.