About the Events API

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11 comments

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    Ali Ayaz

    Hi,

    How do I signup for this EAP?

    I can't seem to find the EAP registration form for this.

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    Joseph McCarron

    Hey Ali, whoops! I added the link to the signup form now. You can register here.

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    Dustin King

    Would these track events triggered by a user, or events triggered on a user's profile (such as a change made to a user field, though not by that user themselves)?

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    Joseph McCarron

    Good question Dustin. We're looking for feedback on this, but we're currently planning to include some of both types of native event: events where the user is the subject (the actor performing the action) and some events where the user is the object (the thing being acted upon).

    When you're considering what events to record against a user, think about which events you want to see for that user.

    Is it relevant to you/your agents to see changes made to a user's profile when you view their profile?

    Is it also relevant to you/your agents to see changes a user made to other objects in the system when viewing that user's profile? e.g. Jason updated user #53842's name

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    Dustin King

    Thanks for the info!

     

    I'd say it's relevant to my team to see changes made to a user's profile when we view their profile (such as in an 'events' tab or something), to see when/what/who was involved with that for auditing purposes. 

    Seeing changes a user made to other objects when viewing that user's profile is less relevant, at least I'm thinking, because I'd both expect there to be many more changes if this was the case/being looked at (so it'd be less useful) and because I'm thinking of use cases around more auditing or similar purposes for specific changes, rather than just if a user is making changes in general (permission rules should help there, I'd think). Hope that makes sense!

    Granted, being able to see those from API calls might be useful at some point, maybe if a deeper dive is needed or something, but probably much less often/necessary.

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    Ryan Toohil

    I've got our system starting to push events over, which is really nice. Today, I only see a way to see the events seems to be in the Interactions panel when looking at a user ticket/chat.

    Is there a way to show those Interactions on the user profile page in agent view?

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    Bryan Flynn

    Hi Ryan. If you're talking about the UI that the events are surfaced in via the Essentials Card and Interaction History, I would head over to that post and put any feature requests there. The product managers manage that post and might be able to give you roadmap details.

    This area is focused more on just the underlying User Events API itself.

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    Joseph McCarron

    @Dustin - Thanks for the feedback Dustin, that's very helpful. We may reach out in the future to discuss this more as plans come together.

    @Ryan - Today you're correct, they only appear visually in the Interaction History timeline displayed on a ticket. We're considering other locations and ways in which to display certain events though, this is only the beginning :) I'd love to hear more about where, how, and which events you'd like to see if you've given it some thought.

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    Ryan Toohil

    @Joseph:

    Happy to give you some more info. Want me to just outline them here?

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    Thomas Verschoren

    Is there a way to refresh the event timeline while a ticket is in view?
    I’d like to create a way via a ZAF app to refresh the timeline while a ticket is in view without resorting to a full window refresh and losing whatever’s currently written in the reply field.

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    Thomas Verschoren

    Request: the ability to add an icon to differentiate different kinds of events.

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