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Anthony Stenhouse

参加日2021年4月16日

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前回のアクティビティ2024年1月22日

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さんの最近のアクティビティ Anthony Stenhouse

Anthony Stenhouseさんがコメントを作成しました:

コミュニティのコメント Feedback - Ticketing system (Support)

コメントを表示 · 投稿日時:2024年1月22日 · Anthony Stenhouse

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Anthony Stenhouseさんがコメントを作成しました:

コミュニティのコメント Feedback - Ticketing system (Support)

Adding our voice to this request. :+1:

コメントを表示 · 投稿日時:2023年11月09日 · Anthony Stenhouse

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Anthony Stenhouseさんがコメントを作成しました:

コミュニティのコメント Feedback - Ticketing system (Support)

Amisha Sharma Thanks to you and the team for rolling this out. I've tested on our end and it appears to be working well.

コメントを表示 · 投稿日時:2023年6月29日 · Anthony Stenhouse

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Anthony Stenhouseさんがコメントを作成しました:

コミュニティのコメント Feedback - Ticketing system (Support)

Being able to add custom fields into the Search results would allow our team to hone in on target tickets when looking up a broad range of subjects. Is there any update on this as a roadmap item?

コメントを表示 · 投稿日時:2023年5月26日 · Anthony Stenhouse

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Anthony Stenhouseさんがコメントを作成しました:

コメントTeam members and groups

Thank you @... I've opened API Access to Export Team-Member Data.

コメントを表示 · 投稿日時:2023年4月06日 · Anthony Stenhouse

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Anthony Stenhouseさんが投稿を作成しました:

投稿 Developer - Zendesk APIs

Following the release of Exporting team-member data feature, having the ability to access this dataset programmatically via the API would be a great next step. Something along the lines of making one API call to generate the data and another to download the data after a period of time. This would avoid the multi-step journey via UI and email or maintaining scripts calling out to the User API.

Use Case: We try to maintain an up-to-date record of Zendesk Agents, including their Roles, Groups, and status. This information serves as a fall-back in the event of any user issues such as an unexpected role change. We currently grabs the necessary data from the Users API, however, we'd love a fully automated method for generating this data and the team-member export would be a great fit (if accessible via the API).

Implementing API access to this report will save users time creating (and maintaining) code which aims to do the same thing, allows for automated versioning of the output for long term storage and enhances overall efficiency.

投稿日時:2023年4月06日 · Anthony Stenhouse

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Anthony Stenhouseさんがコメントを作成しました:

コメントTeam members and groups

Hi @...,

We have code that pulls in data from the Users API and it does what we need, however, I'm more so looking for a way to automate generating this team-member data export.

Our current approach has a lot of moving parts, where as this approach looks like it could be one API call to generate the data and another to download the data after a period of time.

Is this do-able or is it on the road-map?

Thanks,

コメントを表示 · 投稿日時:2023年4月04日 · Anthony Stenhouse

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Anthony Stenhouseさんがコメントを作成しました:

コメントTeam members and groups

Can this be obtained via an API request?

I'd like to setup a daily/weekly export to monitor changes and to serve as a backup in the event we see group resets due to Okta issues.

コメントを表示 · 投稿日時:2023年4月03日 · Anthony Stenhouse

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Anthony Stenhouseさんがコメントを作成しました:

コミュニティのコメント Feedback - Ticketing system (Support)

Thank you Amisha Sharma, I've tested a few paths and all seem to be OK, this has resolved a huge blocker for us (and many others).

For adding images into the flow, I was able to get ![img](https://link.to/image) to work when using a snippet, but copy/pasting the image from disk to the webform worked just as well and will likely be the path I recommend.

I'll take this back internally and discuss with our teams about our next steps in moving to AW. I expect we'll do further internal testing and need to change some of our workflows, but I think we're on a much brighter path to success than we were before.

コメントを表示 · 投稿日時:2023年2月21日 · Anthony Stenhouse

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Anthony Stenhouseさんがコメントを作成しました:

コミュニティのコメント Feedback - Ticketing system (Support)

Amisha Sharma - Thanks for confirming the code blocks spacing issue has been resolved. I can confirm through testing:

The ability to support new lines via markdown is still an issue for us. If I do a CMD+SHIFT+V then the spacing is preserved but all other formatting is lost:

Some of our team also use text snippets to build out the base of their message, for example:

Hi {{ticket.requester.first_name}},

{Curser-Position-Automatically-Moves-Here}

Thanks,
Anthony

But when attempting to use this in AW it doesn't work due to lack of line break support:

There will be more examples of this use-case across the team, but I think this covers the majority.

The other issue with typing the command to insert image is currently not supported by the technology we use to power our editor. We are following up with them to include this in the supported commands and will update you once we make progress on this one. 

What's the editor name? Is there an issue that can be upvoted on their GitHub/GitLab page?

コメントを表示 · 投稿日時:2022年11月15日 · Anthony Stenhouse

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