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.