Torsten Serfling

Hi Walter Bellante 

In the legacy dashboards we used cloned dashboards to provide KPIs for different product families used by hidden filter for form and bookmarks. This KPIs were allowed to access via dashboard, but was also provided as scheduled PDF on a monthly base.

With the new dashboards we are currently evaluating the possibilities of data restrictions and filtered views. For providing these KPIs as dashboard this works basically (with some limitations). But scheduled PDFs are not using the data restrictions. Is this planned to support that in future?

The alternative would be again cloning dashboards. Contrary to to the legacy dashboards it would also be necessary to clone the reports and set the filter for form within the reports. This would create significant efforts moving to the new dashboards and maintaining it in future.

Orsolya Forster  Thanks. Issue is solved.

Orsolya Forster  We have the same issue on our instance. It is still not working.

We have activated the EAP on our instance. We have currently an issue, that while adding new articles the placement is not possible in all sections. Some sections cannot be chosen. This was noticed after activation of the EAP and we assume a relation. 

We also sumbit a support request more than one week ago, but currently now solution is in sight, which could be caused by the fact, that this is currently EAP (#13013920).

Greg Katechis There was no dedicated forum or contact email provided. I wrote a mail to the person, which informs us, that Custom URL Redirects API is enabled for our account, but didn't receive any response so far.

We are currently testing the RedirectRules API in Early Access. We use Python for that my code looks equal to the sample in the API documentation, excluding the authentication. This is because we use SingleSignOn. This works with other scripts we use. Thus I would exclude this as cause.

import requests
import json

zendesk_subdomain = 'xxx'
zendesk_authorization = 'Basic xxx'

url = 'https://' + zendesk_subdomain + '.zendesk.com/api/v2/guide/redirect_rules'

# Set the request headers
headers = {
	'Authorization': zendesk_authorization,
	'content-type': 'application/json'
}

payload = json.loads("""{
  "redirect_rule": {
      "redirect_from": "/hc/en-us/articles/4403403468690",    
      "redirect_status": 301,    
      "redirect_to": "https:///contact_us"  
      }
    }""")

response = requests.request(
    "POST",
    url,
    headers=headers,
    json=payload
)

# Check for HTTP codes other than 200
if response.status_code != 200:
    print('Problem with the request.')
    print('Status:', response.status_code)
    print('reason:', response.reason)
    print('content:', response.content)
    exit()

# Report success
print('Successfully redirected')

I get following response

Problem with the request.
Status: 204
reason: No Content
content: b''

If I search afterwards for Redirect Rules, it is shown, but the redirect didn't work.

Deleting the Redirect Rule using the API also returns a 204, but the Redirect Rule cannot be found with the search afterwards.

Any hints?

Hello Eugene Orman

The dataset "Updates History" has the same limitations. 

Using "Update - Date" does not meet the requirements, because it returns all tickets updated in the given time frame. That doesn't mean, that them are created or solved in the given time frame. Furthermore this also includes system updates (e.g. ticket status changed from solved to closed).

Torsten

Hello @...

As far as I see, you replaced package json with package 80century and the same for the content-type. I don't know this package.

Furthermore the dummy domain is replaced by the same way.

The code snippet wont work in a different instance for several reasons
- IDs for requester, submitter and so on in the data will not match your instance
- Value for Authorization is modified of course and would also only match our instance

Do you have the same issue or are you able to use this API endpoint?

Torsten

I want to import Tickets in sense of a migration. Using https://.zendesk.com/api/v2/imports/tickets in the browser shows following error message:

{"error":"InvalidEndpoint","description":"Not found"}

Using python code similar to the example given in the API documentation also leads to the error. Other endpoints work in this way.

import json
import requests

import_url = 'https://.zendesk.com/api/v2/imports/tickets?archive_immediately='
print(import_url)
headers = {
'Authorization': 'Basic xxx=',
'content-type': 'application/json'
}
data={"ticket":{"subject":"Ticket for Import Test","description":"This is a test ticket","requester_id":1900466156814,"submitter_id":378414422420,"assignee_id":378414422420,"organization_id":382262135560,"group_id":1900000676394}}
payload = json.dumps(data)
response = requests.put(import_url, headers=headers, data=payload)
if response.status_code == 200:
print('Done!')
else:
print('Error code: ' + str(response.status_code))
print('Error text: ' + str(response.text))

Output

Error code: 404
Error text: {"error":"InvalidEndpoint","description":"Not found"}

For Team member authentication we use Single sign-on, not Zendesk authentication. The user used in our scripts has administrator permissions as required by the API.

We are an IT company and use Zendesk to provide Support for our products to our customers. All members of our company are agents (at least light agents) in Zendesk. But we also use Zendesk (same instance) internally for request to our IT department. For any request to our IT departments the agents act like an end user in the system.

Because of the current implementation of the system ticket rule responses from members of our company do not reopen a ticket, because they are agents in the system.
https://support.zendesk.com/hc/en-us/articles/4408825831962

We think, that using Zendesk for customer support as well as for internal requirements is interesting for many Zendesk customers and offers additional selling chances for Zendesk ;-). The ticket handling should work also in this case in the same way without additional triggers.

• What problem do you see this solving? (1-2 sentences) 

We had some cases, that issues remain unsolved. Members of our IT department didn't noticed the responses of the requesting colleagues, because the tickets were not reopened.

• When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

Can happen every day.

• Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

We plan to create a trigger as described in the article mentioned above.

• What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

For us the current implementation of the system rule doesn't make sense. System rule should include agent responses in the same way as end user responses for reopening tickets, if agent is the requester.