End-users Profiles

3 Comentários

  • Chris Stock
    Ações de comentário Permalink

    Hi Tanya Escapa,

    Q1: There are a couple of different ways to do this, they're outlined in this article - https://support.zendesk.com/hc/en-us/articles/224736828-How-can-I-export-a-list-of-users-

    Q2: There's no function to split a user, but you can remove the merged contact details (e.g. email, phone) then create another user with these details. You wouldn't be able to do anything about closed tickets though, they'd stay with the merged user account.

    Q3: The phone numbers will appear in the order they were added.

    Q4: I don't think this is possible. Zendesk will only send one email notification per account included (e.g. requesters, ccs) and will always send to the primary email address.

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  • Tanya Escapa
    Ações de comentário Permalink

    Hello Chris,

    Thank you for the information. 

    The link you provided is helpful, however where is the location of Zendesk Rest API Users endpoint? Are we able to try and populate the report through the Reporting Service available? Could you provide a little bit more details as to how to create the report?

    In regards to an end user having multiple phone numbers. In the example I had, I merged 2 profiles and both numbers were listed as primary. When I would send a text it only be received by one number rather than the other primary number. I even deleting the secondary number, which is also listed as primary and added it back in I still encountered this issue. Am I not able to list more than one phone number where text messages can be received? Or can I send a text to a selected phone number (primary) while still having like a personal phone number listed as secondary that may also receive texts? If not, is there a way we can select to send messages to one primary number versus the other primary?

    So there is no way to send the same email to an end user where 2 emails are listed, to both emails on file. We would have to keep the profiles separate?

    Greatly appreciate your help and if I could get further clarification. Thank you in advance!

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  • Chris Stock
    Ações de comentário Permalink

    Hi Tanya,

    The users endpoint is https://[YOUR SUBDOMAIN].zendesk.com/api/v2/users.json - if you're able to use one of the client libraries, or build your own script, this is the cleanest way to export the data.

    I don't know of a way to create an report using Explore, but you can sort of do it if you have access to Insights. Create a new report in Insights, set the 'What' to #End-Users, set the 'How' to User Name, and any other fields you're interested in (contact details are not available). If you have a lot of users Insights won't be able to display the data, but you should see an option to 'download the raw report data (CSV)'.

    Talk isn't my area of expertise, but perhaps one of the other moderators will be able to answer your question about which number to send an sms to.

    As far as I know you can't send the same email notification to more than one of a user's email addresses, if that was needed they'd have to be separate profiles.

     

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