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Jaïs Pingouroux

参加日2021年4月15日

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前回のアクティビティ2022年11月17日

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さんの最近のアクティビティ Jaïs Pingouroux

Jaïs Pingourouxさんが投稿を作成しました:

投稿 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.

 

投稿日時:2022年9月29日 · Jaïs Pingouroux

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Jaïs Pingouroux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 - 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...

コメントを表示 · 投稿日時:2022年7月13日 · Jaïs Pingouroux

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Jaïs Pingouroux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 - 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?

コメントを表示 · 投稿日時:2022年5月06日 · Jaïs Pingouroux

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Jaïs Pingouroux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 - 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!

 

コメントを表示 · 投稿日時:2022年3月14日 · Jaïs Pingouroux

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Jaïs Pingourouxさんがコメントを作成しました:

コメントMeasuring 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

コメントを表示 · 投稿日時:2022年2月15日 · Jaïs Pingouroux

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Jaïs Pingourouxさんがコメントを作成しました:

コメントUsers, 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.

 

コメントを表示 · 編集日時:2021年12月17日 · Jaïs Pingouroux

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Jaïs Pingourouxさんがコメントを作成しました:

コメントUsers, 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.

 

コメントを表示 · 編集日時:2021年11月15日 · Jaïs Pingouroux

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Jaïs Pingouroux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 - 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);
}

コメントを表示 · 投稿日時:2021年5月05日 · Jaïs Pingouroux

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Jaïs Pingourouxさんが投稿を作成しました:

投稿 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!

投稿日時:2021年4月12日 · Jaïs Pingouroux

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Jaïs Pingourouxさんがコメントを作成しました:

コメントUsers, 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.

コメントを表示 · 投稿日時:2021年1月15日 · Jaïs Pingouroux

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