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Yoram

Data ingresso 12 dic 2021

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Ultima attività 17 nov 2024

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Yoram ha commentato,

Commento nella community Feedback - Ticketing system (Support)

Done

Visualizza commento · Data ultimo post: 17 nov 2024 · Yoram

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Yoram ha creato un post,

Post Feedback - Ticketing system (Support)

Hi,

 

I would like to submit a request to add more trigger / Automation operators to custom fields as in system fields.

I am missing options such as triggering value changes in custom fields.

 

This is very valuable for us to automate processes and trigger notifications and 3rd party system updates

 

Thanks

Yoram

 

 

Data ultimo post: 12 nov 2024 · Yoram

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Yoram ha commentato,

CommentoSalesforce integration

Hi,

I have the SalesForce integration running for a while and the sync mapping is working OK.

Once someone updates a mapped field in SalesForce, it syncs to Zendesk.

 

I added to the data sync an additional field from SalesForce and mapped it to a custom organization field in Zendesk.

This sync mapping works correctly,  if I update the field in SalesFroce, it will sync to Zendesk.

 

The problem is as follows:

 

The newly added field is an existing field on the SalesForce account level and for existing accounts, this field is already populated and does not require any update.

 

For the accounts that I haven't updated the value, I do not see the value of the field synced into Zendesk. It looks like the trigger for a sync is a change to account and when Adding a new mapped field to the SalesForce integration, the integration doesn't initiate a sync process to complete the missing data.

 

Is there a way to initiate a sync without updating the field?

I don't think it is reasonable that after adding a new sync mapping, there is a need to go over all of the SalesForce accounts and initiate an update.

 

Thanks

Yoram

Visualizza commento · Data ultimo post: 25 set 2024 · Yoram

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Yoram ha commentato,

Commento nella community Feedback - Ticketing system (Support)

Done
This ticket can be resolved

Visualizza commento · Data ultimo post: 25 set 2024 · Yoram

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Yoram ha creato un post,

Post Feedback - Ticketing system (Support)

HI,

 

I want to suggest the following improvements:

  1. Data importer abort import option - add the option to abort the import. in cases where you see repeated errors in the import, I would like to abort the import and fix the import file. At the moment, I need to wait until the import completes and then either fix or delete the last imports
  2. The import tool should not import blank rows. Excel appended about 100000 empty rows to the end of the file and the import tool tried to import all of them and of course, it failed.
  3. Data importer Error log  - allow filtering in error dashboard to make it easier to identify  common issues
  4. Data importer error log export - allow exporting the log to Excel/csv format
  5. Data import error log - allow jumping to pages in the log. currently, there is only a next and previous option
  6. Add the option to revert last import

Thanks

Y

Data ultima modifica: 22 set 2024 · Yoram

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Yoram ha commentato,

Commento nella community Developer - Zendesk APIs

Unfortunately, I didn't add an external id to the records and I I wanted to delete all of the records and import them back correctly.
Based on Edward's script, I created the following Python script that deletes the records from the object based on a defined number of records to delete.

There are. some debugging options in case you will need them.



api_name = '<emailname@emaildomain.com>/token'
api_key = ''
zendesk_baseurl = 'https://.zendesk.com'
object_name = ''


# Create credentials for API
credentials = api_name, api_key
session = requests.Session()
session.auth = credentials

try:
   # Fetch records from the custom object
   per_page = 100  # Adjust per_page as needed
   total_records_to_delete = 1000 # Adjust the number of records to delete
   records_deleted = 0
   
   while records_deleted < total_records_to_delete:
       url = f'{zendesk_baseurl}/api/v2/custom_objects/{object_name}/records.json?per_page={per_page}'
       response = session.get(url)
       response.raise_for_status()
       records = response.json().get('custom_object_records', [])
       
       # If there are no records, break the loop
       if not records:
           break
       
       # Delete each record
       for record in records:
           if records_deleted >= total_records_to_delete:
               break
               
           record_id = record['id']
           delete_url = f'{zendesk_baseurl}/api/v2/custom_objects/{object_name}/records/{record_id}.json'
           delete_response = session.delete(delete_url)
           delete_response.raise_for_status()
           print(f"Deleted record with ID: {record_id}")
           records_deleted += 1

except requests.exceptions.HTTPError as e:
   print(f"HTTP error occurred: {e.response.status_code} {e.response.reason}")
   print(f"Response content: {e.response.text}")
except Exception as e:
   print(f"An error occurred: {e}")

 

I whish this option would be a part of the Zendesk UI option.

Visualizza commento · Data ultimo post: 28 mag 2024 · Yoram

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Yoram ha commentato,

Commento nella community Feedback - Apps and integrations (Platform)

Any updates on this?

 

Visualizza commento · Data ultimo post: 20 mar 2024 · Yoram

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Yoram ha commentato,

CommentoMeasuring success

Hi,

This thread has been open for 3 years. According to the first comment, it should have been addressed in 2021.

There is a real need to be able to use ticket attributes in the backlog dataset.

Without that, the backlog reporting is inaccurate.

For example, there is no option to filter out merged tickets.

One use case that we have is as follows:

With any phone call, a ticket is automatically created and the call is recorded.

If we have a few phone calls with a customer on the same subject, a few tickets are created for the same issue and we merge them into one central ticket.

Each of the merged tickets is counted and impacts the backlog report, therefore showing wrong information about the volume of tickets.

 

 

Visualizza commento · Data ultimo post: 26 feb 2024 · Yoram

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Yoram ha commentato,

Commento nella community Feedback - Ticketing system (Support)

I am also in favor
Seems like a basic configuration to have.

Visualizza commento · Data ultimo post: 26 feb 2024 · Yoram

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Yoram ha commentato,

Commento nella community Q&A - Tickets and email

HI Gabriel, 

THanks for the update.

Please consider this request as a product enhancement request

Yoram

Visualizza commento · Data ultimo post: 05 set 2023 · Yoram

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