Instead of managing these via Zendesk itself, we instead us the
Zendesk Macros
GitLab project. This allows us to have version-controlled macros. See the
project for more details.
FAQs
What to do when Zendesk is not connecting at all?
In the case where you cannot connect to Zendesk, it is best to alert Support-Ops
immediately. It could be a localized problem or a problem with the nodes our
instance lives on!
I am unable to access part of Zendesk Support for example, Insights?
This is likely a permission issue. It is best to either ping Support-Ops via
slack or via an issue so we can look into this. If you are needing elevated
permissions, an Access Request and manager approval will be required.
What kind of API limits exist for Zendesk?
Zendesk does have some limits to API, both in terms of rates and endpoints.
For rates, it is limited to 700 requests per minute. This is instance wide.
Keep in mind that when using pagination, each page is a request. For more info
on Zendesk API limits, see their
Rate limiting documentation.
For the endpoints, it varies from endpoint to endpoint. These are pre-determined
by Zendesk, so it is best to review their
API endpoint limits.
I'm removing tags but they keep coming back in a ticket, why is that?
There is likely a trigger, automation, etc. that is adding the tag right back.
To be sure, check the Events on the ticket to see what is modifying the tags
after you make your changes. In cases where you cannot determine what is doing
it, hit up Support-Ops so they can dig into it!
Is there a limitation to the number of personal views I can add and use?
There is, stemming from Zendesk itself. The first 8 personal views are
accessible in the Views list. You can have more, but only the first (top) 8 will
be displayed.
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