Utilities untuk Zendesk

 Export Tickets

Jika berlangganan paket Suite Team, maka kita tidak akan mendapat akses ke fungsionalitas Report untuk mengexport data ticket-ticket yang masuk. Jika menggunakan custom view, yg bisa diexport hanya 2000 tiket. 

Ada beberapa solusi menggunakan API yg telah dibuat oleh komunitas. Dintaranya timpalac/zendeskexport [1], kelemahannya, hanya bisa meng-export maksimal 1000 tiket dalam satu requeat. 

Zenpy pun menawarkan solusi, salah satu nya adalah yg telah ditulis oleh Paul [2][3], tapi sepertinya API nya sudah kadaluarsa (?). Setelah mencoba memodifikasi script diatas, Alhamdulillah, akhirnya bisa menarik data tiket Zendesk : 

credentials = {

'email' : 'email',

'token' : 'token',

'subdomain': 'subdomain'

}

# Import the Zenpy Class

from zenpy import Zenpy

from django.utils import timezone

import requests

import pandas as pd

import datetime as dt

import json

import time

zenpy_client = Zenpy(**credentials)

def export_data(start_date = dt.datetime(2020, 1, 1, tzinfo=timezone.utc)):

tickets_json = '['

tickets_df = pd.DataFrame()

org_df = pd.DataFrame()

users_df = pd.DataFrame()

df_tickets = pd.DataFrame(columns=['id', 'requester_id', 'submitter_id',

'created_at', 'subject', 'description',

'tags', 'channel', 'status'])

result_generator = zenpy_client.tickets.incremental(start_time=start_date, include=['users','organizations','groups'])

for ticket in result_generator:

ticket = ticket.to_dict()

row = {

'id': ticket['id'],

'requester_id': ticket['requester_id'],

'submitter_id': ticket['submitter_id'],

'created_at': ticket['created_at'],

'subject': ticket['subject'],

'description': ticket['description'],

'tags': ticket['tags'],

'channel': ticket['via']['channel'],

'status': ticket['status'],

}

df_tickets = df_tickets.append(row, ignore_index=True)

print(str(len(df_tickets)) +" Tickets Imported")

df_tickets.to_csv('tickets_export_20200101_20210908.csv')

export_data()

Dari ekosistem Pentaho, ada yang menawarkan plugin untuk Zendesk [4], tapi ketika mencoba untuk dibuild, masih error : 

[INFO] Scanning for projects...
[INFO]
[INFO] -----------------< org.pentaho.pdi:pdi-zendesk-plugin >-----------------
[INFO] Building PDI Zendesk Plugin 1.3.2-SNAPSHOT
[INFO] --------------------------------[ jar ]---------------------------------
[INFO] ------------------------------------------------------------------------
[INFO] BUILD FAILURE
[INFO] ------------------------------------------------------------------------
[INFO] Total time:  0.149 s
[INFO] Finished at: 2021-09-08T20:07:24+07:00
[INFO] ------------------------------------------------------------------------
[ERROR] Plugin org.pentaho.maven.plugins:license-helper-maven-plugin:1.26 or one of its dependencies could not be resolved: Failed to read artifact descriptor for org.pentaho.maven.plugins:license-helper-maven-plugin:jar:1.26: Could not transfer artifact org.pentaho.maven.plugins:license-helper-maven-plugin:pom:1.26 from/to maven-default-http-blocker (http://0.0.0.0/): Blocked mirror for repositories: [pentaho-public (http://nexus.pentaho.org/content/groups/omni/, default, releases+snapshots)] -> [Help 1]
[ERROR]
[ERROR] To see the full stack trace of the errors, re-run Maven with the -e switch.
[ERROR] Re-run Maven using the -X switch to enable full debug logging.
[ERROR]
[ERROR] For more information about the errors and possible solutions, please read the following articles:
[ERROR] [Help 1] http://cwiki.apache.org/confluence/display/MAVEN/PluginResolutionException

Referensi

1. ZenDesk Export, https://github.com/timpalac/zendeskexport
2. Zenpy, https://github.com/facetoe/zenpy
3. How to Export all Tickets from Zendesk using the API and Python, https://www.pauldesalvo.com/how-to-export-all-tickets-from-zendesk-using-the-api-and-python/
4. Zendesk Plugin for PDI, https://github.com/matthewtckr/pdi-zendesk-plugin

Software Help Desk Open Sources

Status : Draft

Beberapa software help desk open sources

UVdesk Opensource Community Helpdesk 

Berbasis symfony framework 

Diamante Desk

Berbasis symfony framework

ticketit

Berbasis Laravel framework

Taiga

Berbasis Django. Menerapkan konsep Scrum, Kanban

Favo Help Desk Ticketing System

Berbasis Laravel framework

osTicket

Berbasis PHP

Bugzilla

Lebih spesifik untuk membantu manajamen pengembangan software, Bugzilla digunakan oleh Mozilla 

MantisBT

Berbasis PHP, lebih spesifik untuk membantu manajemen pengembangan software

Helpy

Berbasis ruby