Planned improvements to the beta

Épinglée En avant Planifiée

15 Commentaires

  • Commentaire officiel
    James Hanley
    Zendesk Product Manager

    Hello Org Merge Community,

    Just a small post that Updates to Closed and Archived tickets in an Org Merge is now available in the Beta on all pods and all accounts. I hope this is helpful

    Our next major improvement to the Beta will be a public API to create org merges.

    Cheers,
    James

  • Mirek Kokes

    Update Closed and Archived tickets please 👍

    6
  • Denise Sehlmeyer

    Both of the below would be really helpful

    • Find the receiving organization in a merge by organization_id
    • Update business rules that refer to the merging organization
    0
  • Jamie Noell
    Zendesk Luminary

    Very excited about this feature - we have needed it desperately!  What is the timing for the GA release when the updates to closed tickets will be available?

    1
  • James Hanley
    Zendesk Product Manager

    Thank you so much for the feedback already folks! 

    Mirek Kokes We're in the testing phase for updating Closed and Archived tickets so that should be in the near future. 

    Denise Sehlmeyer Thanks so much for adding input there. I believe the lookup via organization_id shouldn't be too much of a lift. Business Rules will be harded.

    Jamie Noell At this stage I'm aiming to remove the beta label from the feature in Q1 next year, but we also plan to ship the improvements incrementally, so you won't have to wait until then.

    Thanks again for the feedback, please keep it coming.

    James

    0
  • Dan R.
    Community Moderator
    Zendesk Luminary

    This is feedback for the Salesforce integration team - it would be superb if when merging a SF Account if it could trigger an event to use the Merge Org API (ideally via a configurable parameter, like the external_id) to keep SF and Zendesk aligned!

    As for the features, updating the closed/archived tickets, handling custom fields (which may also handle tags indirectly) and Custom Objects/lookup fields are the biggest items that I would think are most important. 

    3
  • James Hanley
    Zendesk Product Manager

    Thanks Dan, really appreciate the feedback and suggestion. I've shared with David Gillespie for the Salesforce sync also. 

    0
  • Jeff Aronow

    Just to second Dan's comment about the SFDC Integration.  For this and several other reasons we are looking to move away from the SFDC integration as it creates so much bad data into Zendesk.

    0
  • Jeff Aronow

    James Hanley
    Another vote for 

    • Update business rules that refer to the merging organization

    And just wanted to say about these two:

    • Append tags, notes and details from the merging organization to the receiving organization 
    • Move custom organization fields 

    The logic should be to keep the ones on the receiving organization.  Please not duplicates.  And TBH I would prefer this to be configurable or an option in the UI/Wizard/API.  Most of the time I want the Receiving Organizations values ONLY and do not want the Merging Organization values.

    2
  • Dan R.
    Community Moderator
    Zendesk Luminary

    Hey Jeff Aronow

    Do you have any examples on the kinds of scenarios where the SFDC integration is creating bad data in your Zendesk instance? 

    We'll stand the best chance of getting Zendesk's attention on those items if we can describe the cause and effect relationship between the two systems.

    0
  • Jeff Aronow

    Dan R. I have the same example as you.  My SFDC team merge's accounts in SFDC all the time and then I'm left with a vestigial org in Zendesk.

    0
  • James Hanley
    Zendesk Product Manager

    Hey Org Merge Community, 

    I just wanted to share an update - we're aiming to add updating closed and archived tickets as part of an Org Merge into the Beta in early February. There will also be some UX improvements to streamline the multiple modal shown during the merge experience. 

    I can't provide a more specific date than this, just due to the practicalities of releasing, but I will post an update to this community topic as soon as it's available.

    Thanks,
    James 

    0
  • James Hanley
    Zendesk Product Manager

    Thanks Jeff Aronow and Dan R.

    Addressing the topic of the SFDC integration, our first step will be to release a public API for org merge, this is in progress.  At the moment, the API is going through an internal engineering review process, and I expect we will be published before the end of the Q1.

    Any updates to the Salesforce integration will need to occur after this, and be worked around their existing commitments and priorities.

    I hope this helps.

    James

    0
  • Nathan Cassella

    I'd like to see the potential to set up automation to merge domains based on activity.

     

    All of the under consideration items, especially the customer ORG fields, are important for my organization.

    0
  • James Hanley
    Zendesk Product Manager

    22nd Feb: Rollout completed

    13th Feb: The rollout of closed and archived tickets has re-commenced, and should be completed by the end of the week.

    6th Feb: Due to some errors on updating closed and archived tickets, we've paused the rollout. We expect to be complete the rollout approximately 1 week later than initially planned.

    Hey Org Merge Community,

    I'm extremely excited to share that we've released an improvement to the beta today that will update closed and archived tickets as part of an org merge. 

    This is only available in Pod 26 (How to learn which pod I'm on) at the moment, but we will be rolling this out to all accounts by the end of next week.

    Should we run into an critical errors we may need to pause this rollout, but I will keep this community updated with the status of the rollout.

    Thanks very much for all your feedback on the beta thus far, and your patience while we developed this.

    James

    0

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