About the Events & Profiles API

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17 Comments

  • Dustin King
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    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
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    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
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    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
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    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
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    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
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    @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
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    @Joseph:

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

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

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  • Scotty Loewen
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    Is there anything I can do today to check for an event or an event types existence and use a trigger to do something? Things like routing a chat or tagging a chat in a specific way. 

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  • Lila Kingsley
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    Hi,

    I have a few questions on this around UI display of Events in this EAP.  I know above Bryan directed folks to post in the essentials card/interaction history page for UI things, but you should know they directed folks back here!  (see this comment https://support.zendesk.com/hc/en-us/articles/360002087127/comments/360001749708).

    1.  It appears that right now any events we record as part of this API EAP will appear in the "Interaction History" tab along side the default info there (recent tickets)--is that correct?  

    We would prefer the ability to control where these events appear and not have everything together (or at least the ability to filter so we could see only specific kinds of events, i.e. ONLY tickets, ONLY order events, ONLY activation events etc..  This leads to my next question

    2.  If there is no way to separate/filter interactions in the interaction history, can I assume that once we feed events in to ZD that we can build an app to show them?  

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  • Joseph McCarron
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    @Ryan: sorry for the delay but you can absolutely start a new post in the community here with your input.

    @Thomas: There is not currently a way to refresh the timeline while viewing a ticket. This is good feedback for the Interaction History event list though. I'll pass this along to the PMs for Agent Experience, and our Apps team for a way to refresh it from the apps framework.

    As for icons to differentiate events: this is something we've heard feedback about from a few people. We're looking at ways to do this without making the interface too cluttered and noisy for agents.

    @Scotty: Can you explain this a bit more? You want to check if a particular type of event has happened and use that to route a chat? To a particular department? What's an example event type you'd be looking for? I don't believe we have anything to meet your needs today but would love to talk about it. Feel free to comment here or - even better - start a new feedback post.

     

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  • Joseph McCarron
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    @Lila

    1. Sorry for all the back and forth! You're right, today if you're in our beta we'll display any custom events in the timeline. If you like we can turn that part of the beta off for your account, so you have access to the API but we don't display the events in Interaction History.

    We're working on the ability to determine - as an admin - which events are shown to your agents. This may take a couple of different forms. Initially we'll likely just allow admins to universally define which types of events show up. We've discussed giving agents control to override this and control filtering themselves. I'd love to hear more about this from you. Are there specific types of events that you'd NEVER want shown to agents? Is this about privacy? Usability/clutter?

    2. Absolutely, you can always build an app to tailor your own timeline UI. The apps framework can make requests directly to the Events API.

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  • Scotty Loewen
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    Hey Joseph!

    Q:Can you explain this a bit more? You want to check if a particular type of event has happened and use that to route a chat?

    A: I see how tickets will be routed with this kind of data and it makes me want it in chats, our chat volume is greater than our ticket volume by quite a lot. 

    Q: To a particular department? What's an example event type you'd be looking for?

    A: The first thing I can think of is if they have a documentation url in their recent history, I might prompt them with some specific information before they start the chat. Or, if we are driving a certain type of customer to a particular landing page, we might want to staff a specific department or skill for that specific subject and route or tag that way. Or, if it looks like they have been looking through a lot of documentation and are calling in to support, I might route them to a more experienced department, or any event stream that might suggest "power user".  

    I hope that starts to answer your questions, please let me know if you have more!

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  • Daniel Liszka
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    Hi!

    My team is looking for a solution that allows us to find a user through an alternative identifier. Today we have many users related to a Twitter handler but we can't search a user by this info.

    Profiles can help us with this issue but we don't know if the EAP from Sunshine activation means the profile for each user that are already on the platform will be created automatically with the Twitter identifier or this work must be done manually after the activation.

    I hope you can help us with this doubt so we can dive into this new feature with the correct expectations.

    Best regards!

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  • Robin Tang
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    Hi Daniel,

    Thanks for sharing your use-case and the Profile service was designed specifically to handle this type of use case!

    The current way the EAP is operated is that you (the customer) would need to create all the profiles and we're currently in the works with a native Zendesk integration.

     

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  • Xiaohe Dong
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    Hi all

     

    FYI, in order to avoid cluttering in the Interaction history, all events ShowInInteractionHistory is set to False by default. 

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