Usability and Performance Issues with Zendesk Integration

I was happy to utilize the Zendesk integration so that I could hook up auto relations to other types. I was hoping to be able to query the text of the body/comments attached to the ticket.

For example, I could have a type of “Components”, which would include components of our product. One of those could be “Images.” So, I could query the text of the body/comments for people referencing something like “Images not loading for me,” then I’d utilize some calculated fields to help in auto-relating that to the “Images” entity. This highlights the first issue I discovered:

Issue 1: Missing the most important information

  • The comments/body of the ticket in Zendesk don’t appear to be sync’d. Is this expected behavior?
  • It seems like without this information there is little use in setting this integration up and I’d be back at using Integromat to manually implement the integration

Issue 2: Poor performance with larger number of entities without easy workarounds

So, assuming what is sync’d is useful, I decided to sync all tickets submitted since Jan 1st of this year. This ended up syncing 4600 tickets into the app and added views for each new type. After syncing this number of items, which I wouldn’t expect to enter the realm of excessive, Fibery keeps becoming unresponsive in Chrome. This even happens when I’m trying to look at other views that aren’t showing the table with the large number of items. The challenge is compounded by the fact that I cannot filter the view to only show the most recent items or something like that because it becomes unresponsive before I can apply a filter.

  • Lazy Loading: It appears Fibery isn’t lazy loading items, which would be critically important in a table view. When setting up that view you select an entity type, which immediately starts loading all the items before you can set a filter. This is just basic functionality of this type of app to have an optimized lazy loading capability so you don’t kill the browser
  • Zendesk Filtering: Should there not be a way other than by date to filter the Zendesk tickets? This might be a similar issue for the Jira integration. Most Jira integrations in other tools support using JQL to filter Jira tickets. If the number of tickets sync’d can break fibery, then there needs to be more control over what is sync’d

I’m curious if anyone else is actually successfully leveraging the Zendesk integration. Maybe most people don’t have much stuff coming into Zendesk and this hasn’t been tested to this extent.

I’m curious how Fibery (@mdubakov) is linking Zendesk tickets to Features, Components, Issues etc without the body/comments of the ticket. Are you using auto-linking of any kind? If so, how exactly are you doing that? It seems like it would have to be done manually, or we’d be forced into doing more work on the Zendesk size to organize it there.

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I have noticed a lack of “Paging” functionality, e.g. how collections are handled in Entity view, where the only two options seem to be 1) see the first 10 entities in the collection, or 2) see ALL entities in the collection.

This will be unworkable for many situations (as in: break the browser), not to mention inefficient (requesting all records in a –potentially huge– collection, when that is almost never what is needed).

Can we expect a more robust handling of collection paging at some point?

It would also help to be able to search and filter collections in entity views.

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I wanted to follow up on this, since I’ve seen no one from Fibery respond. One of the big features pushed in the Fibery for Product Teams is the ability to link feedback to Insight, Features, etc.

Link customer quotes to Insights, Features, and Stories to spot recurring needs.

I don’t see how the Zendesk integration could possibly be useful without the actual content of what the user said. All I get is the subject of what they submitted to us, which is just about useless. I’m interested if this was the intention for how the integration is supposed to work before I have to implement the integration through integromat.

Zendesk Ticket (see how much blurred out text there is)

I have to say as much as I’m a fan of Fibery, I wish they would do a better job of responding to our requests in here…you are seeing this first hand now.

Zendesk has great potential as it also has a good CRM module, unlike Intercom. By the same token, Hubspot has a good chat messenger like both Zendesk and Intercom. So I think the best potential for tracking customer accounts and linking feedback is going to be with the Zendesk and Hubspot integrations, not Intercom, because it can’t be used as a CRM, so you have to have that functionality elsewhere.

I haven’t tried the integration, but what you’re saying seems very valid, you need to be able to see what the customer said to link to features, insights, etc.

And in closing, I think the best solution would be if we could handle the CRM entirely in Fibery and just manage it straight off, things like schedule calls, take notes from meetings, etc. One huge piece of this is logging Email:

There was mention in the recent April summary blog post of Email integration coming soon, would love to get some insight from Team Fibery as to whether this will be something that will work like what I’m talking about here. Email integration can have so many elements to it, would love to find out what they are planning on that one…also huge implications for Zendesk, the foundation of which is logging Emails to specific cases/users.

Thanks!

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Hi, the content should be there for sure. However, our developer who worked on Zendesk integration went for 3 weeks vacation. He is back next week and we will check what is happening here. Zendesk sync should fetch all content from tickets and chats, this is the main use case as you correctly articulated. Sorry for the delay here.

One question so far. When you open zendesk ticket entity in a full mode, do you see the Description field?

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Tables in Fibery are virtualized, so they should work pretty fast. Other views may be slow for 5K+ entities. Can you record a video with your Table View behavior? We have 10K Intercom entities and everything is fine. So we have to dig deeper to get the problem.

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Sounds good, just wanted to make sure it was seen. I have a video and a chrome dev tools profile saved off from where it froze up on me. I’ll send it directly.

Description was not available, so I added it manually and tried syncing again, and am not yet seeing anything come through.

Hello, @rothnic :wave:t2:

Do all the tickets miss comments/body for your zendesk integration? Or just a few of them?