Mark Powell

FYI we also discovered this business critical functionality was down without being notified. Raised this in Jan 2022.

https://support.zendesk.com/hc/en-us/community/posts/4415881440410-Notifications-for-when-a-Salesforce-integration-data-sync-fails

The Accounts to Organizations data sync for our Salesforce integration failed recently but we had no idea because we weren't notified. We found out days later and then re-enabled it, but by then we may have missed many syncs for Accounts/Orgs.

Need to add a subscription option for Admins to sign up to for receiving notifications when this fails... or at least blanket email all Admins.

Agree on keeping "XX of XX seats used".

Agree on columns for Team Members list.

Also, I've raised an issue for Exporting from the Team Members page.

https://support.zendesk.com/hc/en-us/community/posts/4412966946714-Export-button-on-new-Team-Members-page

In order to meet audits, we need to be able to get access control lists of all agents in Zendesk.

The Team Members has decent filters to be able to do this, but we really need an Export button.

This is particularly galling, seeing as Explore doesn't have a way to report on Agents (unlike Insights).

There's a workaround, using Dynamic Content, to get the CC to be added so they receive the first update.

https://support.zendesk.com/hc/en-us/articles/203661206-How-can-I-reveal-CCs-in-a-notification-email-using-Liquid-markup-

We need to be able to share individual queries with users/groups.

Having to add these to a dashboard and then share the dashboard is unwieldy. It's also not great for admins already managing numerous genuine dashboards.

However, Insights provides a direct path to do this. Under Options > Settings (in the report), there is an option to make the query visible to others.

This feature needs to be available in Explore to be on par with Insights.

We have found having multiple administrators globally is very difficult to collaborate well on queries and dashboards.

When one person has a query or dashboard open, the other administrators are not able to see that query/dashboard in edit mode. This means we are not able to help each other out while someone else is offline. For example, if someone in the EMEA opens several queries in several tabs, they are now locked and cannot be worked on by someone in the AMER/APAC. Whilst we understand this is important for keeping good versioning and avoid data ownership conflicts, it means it is near impossible for more than one person to administrate Explore; this is unworkable for us.

Would it be possible to introduce better collaboration methods? Like you have in a Support ticket, where multiple people can access a ticket and you can see who else is editing?
Or at the very least would it be possible for the first person opening the dashboard/query to get write access and the next person accessing it to get read-only access?

We have a need to release several dashboards to a large number of people (200+) in Explore, but we don't want to notify them, as they will get several notifications and this will appear very spam-like.

In Insights, you just had the ability to create a dashboard and share it without a notification.

We need to be able to use the Share option, but have a checkbox to not send the email notification (like Google Docs sharing feature).

@Julian Lasser

Hi. In our case we have a frontend UI & backend which is synced with Zendesk; it uses REST to create the tickets in Zendesk. We store all our customer contracts in the backend (including their level of contract cover), so when it creates a ticket, it knows what level (e.g. silver) is required and so it adds the contract tag.

A more simple method, if you're only managing customers in Zendesk, would be to add the tag at the Organization level... and therefore every ticket raised under that Organization would receive that tag, which you could then use a trigger to pull in the Schedule/SLA.