Jim Johnson

Hi Greg,

Thanks for the reponse.  

The APIs are inbound to Zendesk (abbreviation = ZD)   

They are related to subscription management.

FastSpring is my subscription billing provider (abbreviation = FSP) .  It sends billing-related notifications to my SaaS application (abbreviation = AMP) which then sets up or modifies subscriptions to AMP. 
 

AMP forwards that information to ZD so that it's all in one place and I don't have to do separate reporting from AMP.

The APIs to Zendesk do the following:

- Inquire if a new subscriber to AMP already exists as a user on ZD, by email address

- Adds a new user to ZD if they do not already exist

- Forward information to ZD that comes from FastSpring to AMP (gain, so that the FastSpring events end up in ZD where they are easy to review)

   -  These are tickets with HTML text that holds variables from FSP and AMP

-  Report errors in subscription processing  within AMP as HTML tickets to ZD

Hope that helps.  Hope you can get back to me by Monday PM, as my ZD subscription renews on Tuesday, and I'd like to make the change before then.

Thanks,
Jim
 

Thanks for the response.  I find it to be difficult to trace plan types to functionality.  I'm hoping to change to this plan:
https://app.screencast.com/tCLxm701fsmwl

The key question is:

"Other than deleting community entries, and breaking links in help articles that point to community, would there be any other consequences to the help articles from the downgrade? ”

I respect that this may be a rare use case, and maybe Zendesk support simply does not know the answer, having never seen it or kept a record of it.  Entirely possible. 

However,  I'm still hoping that someone can answer that question directly, since I have not been able to find or interpret an answer in online documentation.  

Thanks for the response.   I appreciate your pointing me in the right direction on this.  While I may be being a little bit (maybe more than a little) of an engineer-geek on this, however, I'm cautious about doing the downgrade and losing my articles, which I have put a whole lot of work into (and which I have backed up, though would be loathe to have to recreate.)  
I'm not able to find any clear list that shows the  Team Support plan for a single agent ($25/month billed monthly) including the knowledge base (help articles), or where the two major guide functions of Knowledge Base and Community are split by plans, although in the KB articles the Community functions are clearly limited to the Professional and higher plans.
 

I can kind of deduce what's going on from the following:

I see this at the top of the ZD KB article that describes creating and editing articles:
https://support.zendesk.com/hc/en-us/articles/4408839258778-Creating-and-editing-articles-in-the-knowledge-base

What's my plan?

Which seems to say, yes, that function does apply to the Team Support plan.  The article itself talks about the “Guide Admin” being able to do this and that.  

So pursuing that, I read this article (which has the same header with respect to “supported plans")
https://support.zendesk.com/hc/en-us/articles/4408845823386-Changing-an-agent-s-role-to-grant-Guide-admin-privileges

and which says
"Zendesk Support admins are Guide admins by default. You cannot change the Guide role for a Support admin."

So putting that all together,  I guess, yes, the Team Support plan, which has a Support admin (me) would also have a Guide Admin, again me, and so the the Team Support plan allows editing and creating of knowledge base articles. 

Again, I appreciate the response. I've created a specific ticket for this and I'm going to wait to hear back on that before pulling the trigger on the downgrade.   I'll try to update this when I learn more.

I understand that the team support plan does not include community. Currently, I am only using community in my professional plan to provide comments on articles in my knowledge base. If I downgrade from the professional plan to the team support plan, I would expect the community entries to disappear, and for the links from the articles to the community entries to be broken. I can repair those links manually if I need to. Would there be any other consequence to the help articles from the downgrade? 

Does the team support plan Include help files/knowledge base? If I downgrade from professional to Team  Support, will it retain my help / knowledge base articles?

Does the team support plan include the functionality of receiving APIs from external applications in order to look up users by email, create users and create tickets?

Thanks!  With that and other sources I was able to implement the functionality in MS Access, where I could also add other controls. Worked great!

Due some testing, we had the unexpected effect of generating about 2000 tickets with the same subject line.

Based on a recent call with ZD Support, I learned that I can operate on the ticket DB using Chrome DevTools JS console.  Cool!

Question: it is possible to write a script that would 1) search for a ticket by description 2) delete that ticket, 3) iterate until all those tickets were gone.

Please note, I'm not asking for the script itself (although that would be welcome), I would just like to know if that's likely to be possible.  If it's possible, I think I can figure out how to do it.

Hot Key for Delete from within ticket list view AND detailed ticket view.  Follow with an "are you sure" message which can given "yes" with space bar or enter, and no with tab key to the "no" and then space bar or enter.