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Jaïs Pingouroux

Data ingresso 15 apr 2021

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Ultima attività 17 nov 2022

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Jaïs Pingouroux ha creato un post,

Post Q&A - Tickets and email

Hello,

I'm witnessing a display inconvenience with the Assignee field of a ticket. The way this field is shown is inconsistent depending on the length of the group name. Sometimes the name of the group is displayed properly with a / sign between the group and the assignee, sometimes there's no /, sometimes the name is truncated without /. See the following screenshots for examples.

 

Data ultimo post: 29 set 2022 · Jaïs Pingouroux

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Jaïs Pingouroux ha commentato,

Commento nella community Feedback - Reporting and analytics (Explore)

Gentle up on that topic, one year later, still no sign of such a simple metrics.

Explore metrics on guide are simply useless...

Visualizza commento · Data ultimo post: 13 lug 2022 · Jaïs Pingouroux

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Jaïs Pingouroux ha commentato,

Commento nella community Feedback - Admin Center

Hi Tom Dupuche

Thanks for your answer. However, I don't see how the new Team members page solves the issues I've raised.

From what I can see, this page does not allow to manage both the roles AND the effective groups a user belongs to, there's still a lot of navigation back and forth. It just opens the Agent user profile in a new tab, basically.

Am I wrong?

Visualizza commento · Data ultimo post: 06 mag 2022 · Jaïs Pingouroux

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Jaïs Pingouroux ha commentato,

Commento nella community Feedback - Admin Center

Hello,

I'm sorry to say that the interaction between Zendesk Support and the new Admin Center is beyond catastrophic...

Here is a typical unfriendly journey I had to take...

1) I'm on Zendesk Support. Suddently, I need to update the permissions of a user. I click on Settings.

2) I have to click on "Go to Admin Center": that's just the most stupid click ever, I already said the interface I wanted to access SETTINGS, so why just don't bring me to Admin Center directly? --> Opens tab 2

3) In tab 2, I have to click People > Team members before I can search for the team member. 2 more useless clicks. Then I click on the team member to access profile --> Opens tab 3 (which looks like my previous Zendesk Support settings page)

4) I now have to click on "Manage in Admin Center" to display this user's right. But maaan, I already was in Admin Center!!!!! --> Opens tab 4, where I can finally set up the permissions.

On which planet does that represent a good user experience?? Are you PM paid by the tab?

 

Hey, while I'm at it, here's another one for the views...

Steps 1 to 3: as above (click click click, tab, tab)

4) I edit a view. When I'm done, I wanna check it and click on Open. And what happens? It opens the view in the SAME tab, simply ruining steps 1 to 3 (unless I shamefully hit the BACK button on my browser)... The ONLY time I'd like Admin Center to actually open a new tab, is the only time when it doesn't...

Please... do something!

 

Visualizza commento · Data ultimo post: 14 mar 2022 · Jaïs Pingouroux

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Jaïs Pingouroux ha commentato,

CommentoMeasuring success

Hello,

Can someone help me understand how you can have a 100% SLA achievement and 2 SLA breached tickets at the same time, as in the example above?

I get this kind of stats quite a lot and fail to understand.

Thanks

Visualizza commento · Data ultimo post: 15 feb 2022 · Jaïs Pingouroux

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Jaïs Pingouroux ha commentato,

CommentoUsers, groups, and organizations

Hi Adam,

Yes it's possible to use organization tags instead of name.

The following command displays the whole HelpCenter object in the console:

// Display HelpCenter variable
console.log(HelpCenter);

In this object, "user.organizations" is an array. For each organization, you have access to the "name" and "tags" properties.

As to your second question, this code only works in V1 because you need the JQuery dependency, which is not available in V2. Should you want this code to work in V2, you'd either have to adapt it or inject the JQuery dependence.

 

Visualizza commento · Data ultima modifica: 17 dic 2021 · Jaïs Pingouroux

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Jaïs Pingouroux ha commentato,

CommentoUsers, groups, and organizations

Hi John,

May it be that you moved to templating API v2 on which jquery is no longer available?

I'm still using API v1 and it all works fine.

 

Visualizza commento · Data ultima modifica: 15 nov 2021 · Jaïs Pingouroux

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Jaïs Pingouroux ha commentato,

Commento nella community Feedback - Reporting and analytics (Explore)

It's actually possible through the combined use of Google Script, the ZD API and Datastudio.

I've written a script to recover tickets from the ZD API, and put them on a Google Spreadsheet.

You can use Gscript triggers to execute your code regularly, and use your GSheet as a datasource for datastudio.

Feel free to adjust and adapt to your own custom ticket fields...

function onOpen() {
var ui = SpreadsheetApp.getUi();
ui.createMenu('ZD stats')
.addItem('Refresh tickets','zd_tickets')
.addToUi();
}


function search_array(my_array, field_id, field_value){
var r = {};
if (typeof(my_array) == "object"){
my_array.forEach(function(e,i){
if (field_id in e && e[field_id] == field_value){
r=e;
}
});
}
return r;
}

function zd_get_incremental_tickets(){
var tickets = [];
var users = [];
var groups = [];
var orgs = [];
var url = "https://XXX.zendesk.com/api/v2/incremental/tickets.json?per_page=1000&start_time=1609459200&include=users,groups,organizations,metric_sets,ticket_forms"; // Replace XXX by your company ZD subdomain
var end_of_stream = false;
while (end_of_stream == false){
var response = UrlFetchApp.fetch(url, {
"headers": {
"Authorization" : "Basic " + Utilities.base64Encode("[ADMINISTRATOR_EMAIL]/token:[PERSONAL_TOKEN]")
}
});

resp = JSON.parse(response.getContentText());
url = resp['next_page'];
end_of_stream = resp['end_of_stream'];
resp['tickets'].forEach(function(e,i){
tickets.push(e);
});
resp['users'].forEach(function(e,i){
users.push(e);
});
resp['groups'].forEach(function(e,i){
groups.push(e);
});
resp['organizations'].forEach(function(e,i){
orgs.push(e);
});
var forms = resp['ticket_forms'];
}
return [tickets, users, groups, orgs, forms];
}


function zd_tickets(){

// Clear sheet and set title
var sheet = SpreadsheetApp.getActiveSpreadsheet().getSheetByName("Tickets"); // Set the spreadsheet name as appropriate
if (sheet != null){
sheet.getRange("A:S").clear(); // Adjust these ranges to the columns you want to display
sheet.getRange("A1:S1").setValues([["Ticket ID", "Creation date", "Assign date", "Assign Time", "Due date", "Solve date", "Status", "Priority", "Type", "SOME_CUSTOM_FIELD1", "Requester Organization", "Group", "Assignee", "SOME_CUSTOM_FIELD2", "Subject", "SOME_CUSTOM_FIELD3", "Satisfaction Rating", "Full Resolution Time", "Ticket form"]]);
}
var row=2;

// Set variables
var incrementals = zd_get_incremental_tickets();
var tickets = incrementals[0];
var users = incrementals[1];
var groups = incrementals[2];
var orgs = incrementals[3];
var forms = incrementals[4];

// Fill Support tickets sheet
tickets.forEach(function(e,i){
if (e['status'] != "deleted"){
var assign_time = "";
if (e['metric_set']['initially_assigned_at']){
assign_time = Math.floor((new Date(e['metric_set']['initially_assigned_at']).getTime() - new Date(e['created_at']).getTime())/(60*1000));
}
var vals = [e['id'],e['created_at'], e['metric_set']['initially_assigned_at'], assign_time, e['due_at'],e['metric_set']['solved_at'],e['status'], e['priority'], e['type'], search_array(e['custom_fields'], "id", "CUSTOM_FIELD_1_ID")["value"],search_array(orgs, "id", e['organization_id'])['name'], search_array(groups, "id", e['group_id'])["name"], search_array(users, "id", e["assignee_id"])["name"], search_array(e['custom_fields'], "id", "CUSTOM_FIELD_2_ID")["value"], e['subject'], search_array(e['custom_fields'], "id", "CUSTOM_FIELD_3_ID")["value"], e["satisfaction_rating"]["score"], e['metric_set']['full_resolution_time_in_minutes']['business'], search_array(forms,"id",e['ticket_form_id'])['name']];
sheet.getRange(row,1,1,19).setValues([vals]);
row +=1;
}
});

// Create a filter
if (sheet.getFilter() !== null){
sheet.getFilter().remove();
}
sheet.getRange(1,1,row,19).activate();
sheet.getRange(1,1,row,19).createFilter();
sheet.getRange('A1').activate();
sheet.getFilter().sort(1, false);
}

Visualizza commento · Data ultimo post: 05 mag 2021 · Jaïs Pingouroux

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Jaïs Pingouroux ha creato un post,

Post Feedback - Reporting and analytics (Explore)

Hello,

I'd be extremely interested in being able to report on user segments, as we are using these to determine if end-users are customers, partners or internal users.

Thanks!

Data ultimo post: 12 apr 2021 · Jaïs Pingouroux

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Jaïs Pingouroux ha commentato,

CommentoUsers, groups, and organizations

@... SSO is not really a problem, as your organization's tags are still defined in Zendesk (admin>people>organizations). Alternatively you could use your organization's name instead of a tag if it's better for you and if you only have to deal with one single entity.

Visualizza commento · Data ultimo post: 15 gen 2021 · Jaïs Pingouroux

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