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Dwight Bussman

已加入2021年4月14日

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最后活动2025年2月19日

Zendesk Customer Care

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的最新活动 Dwight Bussman

Dwight Bussman 进行了评论,

社区评论 Q&A - Users, groups, and organizations

heyO Adejayan Ebunoluwa - no news on our end at this time. 

Again, I recommend posting on that feedback forum to help push this in the right direction. 

查看评论 · 已于 2025年2月19日 发布 · Dwight Bussman

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Dwight Bussman 进行了评论,

评论Security and user access in Zendesk Support

HeyO Abe Kwiatkowski - good catch - that does seem odd to me. I'm seeing the same behavior in a recently-created test instance, so I don't believe this is related to having an account on a legacy plan.

It appears that the system fields (org name, notes, details, tags, domains, ticket visibility permissions) are included in that Organization filter, but that custom fields are excluded for some reason. I'm not sure if this is because they're under a different index or because they were somehow overlooked in this filtering's search logic. 

In any event, I'll make sure our product team is aware of this discrepancy. Thx for calling it out!

查看评论 · 已于 2025年1月21日 发布 · Dwight Bussman

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Dwight Bussman 创建了一篇文章,

文章关于用户管理的帮助

问题

如何在审核日志中找到对特定用户的更改?

回答

在 Enterprise 服务模式中,您可以在 审核日志中查看对特定用户的更改。审核日志是一款功能强大的故障排除工具,可让您跟踪对特定用户所做的更改以及发生这些更改的确切时间。通过使用审核日志,您可以有效监测用户活动,并识别任何可能影响性能或安全的修改。

要查找与特定用户相关的更改,打开审核日志,并在审核日志筛选中使用以下设置。有关详细信息,请参阅 筛选审核日志 。 

  • Activity type=Updated
  • 项目 > 类型 = 客户 (对于终端用户用户角色)或 团队成员 (对于专员或管理员用户角色)
  • 项目 > 名称 = 用户的名称 

也可从 API访问审核日志。您可以使用 API 请求检索审核日志。例如以下 API 请求: https://yoursubdomain.zendesk.com/api/v2/audit_logs?filter[source_type]=user&filter[source_id]=379921250014

API 请求将返回带有详情的 JSON 结果,如下所示:

  • 来源类型
  • 来源 ID
  • 已执行操作
  • 操作的时间戳
  • 执行操作的用户

Screenshot 2024-12-23 at 3.52.48 PM.png

有关更多信息,请参阅文章:使用审核日志跟踪活动

注意某些用户更改(例如被阻止)具有唯一的 Type 值,不会通过上述方法返回。用户被阻止事件的 类型 值将是 用户设置 ,但 ID 不再是用户的 ID。

翻译免责声明:本文章使用自动翻译软件翻译,以便您了解基本内容。 我们已采取合理措施提供准确翻译,但不保证翻译准确性

如对翻译准确性有任何疑问,请以文章的英语版本为准。

已于 2024年12月31日 编辑 · Dwight Bussman

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Dwight Bussman 进行了评论,

评论Web Widget (Classic) documentation

Tonya Lafontaine - it should be possible to do this using the List Requests endpoint of our REST API which allows authenticated end-users to see information about the tickets to which they have access (either as the requester or because they are CC'd / in the organization / etc)

Note: this requires authentication, so securing such a page would be important to ensure that users don't leverage it to view other peoples' tickets

 

查看评论 · 已于 2024年12月13日 发布 · Dwight Bussman

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Dwight Bussman 进行了评论,

评论Salesforce integration

HeyO Joe - If the information you're referring to is on the Account, Contact, or Lead object, you could sync it from Salesforce to Zendesk using the data sync feature to appear on the Organization / User objects. 

From there, drop-down field information can carry onto the ticket as documented here: https://support.zendesk.com/hc/en-us/articles/6554073287706-Using-User-Organization-Tags-to-Set-Drop-Down-Ticket-Fields 

查看评论 · 已于 2024年11月06日 发布 · Dwight Bussman

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Dwight Bussman 进行了评论,

评论Help with apps and integrations

HeyO Jason Wong 

 

I recommend checking the integration logs at the time of the update to see if it attempted to sync. It's possible the sync of that record failed for some other reason. If that was more than 7 days ago, you could try to make an update to that same field within the Account in Salesforce manually to trigger another sync. If that is successful, the batch process could be used to “nudge” many Accounts. to sync.

For questions about a specific sync, I recommend contacting our support team so we can take a closer look at logs for your specific Zendesk.

查看评论 · 已于 2024年10月30日 发布 · Dwight Bussman

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Dwight Bussman 进行了评论,

评论Salesforce integration

heyO Everett Cavazos - there isn't anything else that should go in that spot, so I can see how that would be confusing. 

In the Requester matching section below, you can see an option to choose between Contacts & Leads

but the Organization matching section doesn't have any such choice. 

I'm going to raise this to our team to have that removed to avoid confusion. Thanks for mentioning that.

查看评论 · 已于 2024年10月29日 发布 · Dwight Bussman

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Dwight Bussman 进行了评论,

评论Salesforce integration

Hi Yoram - we have a documented process to sync many accounts - the sync from salesforce will require one of the mapped custom-fields to be changed (as that's how the streaming event on which our sync relies gets created). 

查看评论 · 已于 2024年9月25日 发布 · Dwight Bussman

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Dwight Bussman 进行了评论,

评论Salesforce integration

Indhu Ravuthasamy - I've just been informed by our developers that they're currently working on increasing this number. In the initial phase they're looking to allow for 10 records, but the hope is to have as many as 20 by the end of the year. This roll-out is not plan-specific - it should be available to you at no cost. 

查看评论 · 已于 2024年8月22日 发布 · Dwight Bussman

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Dwight Bussman 进行了评论,

评论Salesforce integration

查看评论 · 已于 2024年8月19日 发布 · Dwight Bussman

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