Unanswered questions

We are currently using the AI Agent Advanced together with the Chat Widget and have noticed an issue with the scrolling behavior.Whenever a response is sent to a customer, the view automatically jumps to the bottom of the message (end of the sources), instead of starting at the top where the actual answer begins. As a result, customers have to manually scroll up each time to read the response.This creates a poor and somewhat unprofessional user experience.Could this behavior be adjusted so that the view defaults to the beginning of the answer? Or is there already a way to configure this?Here you see that 6 Article Suggestion, require to scroll up to read even the response. Kind Regards, Tobias

I'm trying to find all articles with a specific phrase so I can get rid of it. Many of our articles were written before my time at the company and contain an annoying "This article will" phrase at the top of each article. This phrase is redundant in 99% of cases. Unfortunately, searching "this article will" (exactly like that with double quotes). Returns ANY article that contains those three words in any order. Using double quotes does not behave as described on the Zendesk support pages. Am I missing something? I'd really rather not comb through over 100 articles one by one in order to find this exact phrase.

We have a small pilot users testing with the AI agents.  They are having conversations with the AI agent in the help center using the chatbot.  I was expecting to review their conversations in the “View unresolved conversations” in the AI agent settings.  I only found conversations 8 days ago (April 1 and before).  Nothing between April 2 and April 8. Is there a setting that I need to configure?

I’m looking for clarification on Zendesk’s current terminology around Knowledge, based on how the Product Guides are currently structured.In the Product Guides, Knowledge now appears as a clearly defined area under “Using Guide,” with its own sections for roles, permissions, analytics, external sources, AI-powered search, and content management. This suggests that Knowledge is being treated as a distinct product capability, not just a generic term for articles or content.At the same time:Guide appears to be the primary interface where admins and agents create and manage knowledge Help Center appears to be the customer- or employee-facing site where that knowledge is published and searched Knowledge base is commonly used to describe the organized collection of articles (categories, sections, articles) Knowledge is used both as a product label and as a general term, depending on the contextThis differs from older guidance where these terms were often used interchangeably, and it makes it

  We have a tool, Help Desk Migration, that supports the automatic migration from and to Zendesk. Recently, we have been encountering the issue with getting the 403 error when sending the API requests to Zendesk.If we use the method GET on these endpoints:help_center/user_segmentshelp_center/localeshelp_center/categories/{category_id}/translations/missinghelp_center/sections/{section_id}/translations/missing And the token of the Zendesk instance where we send the request is expired, we get the error 403. However, the error we should be getting is 401, not 403. The same happens if we use the methods GET and POST at these endpoints:help_center/articleshelp_center/categorieshelp_center/sectionshelp_center/categories/{category_id}/translationshelp_center/sections/{section_id}/translationshelp_center/articles/{article_id}/translationshelp_center/articles/{article_id}/bulk_attachmentsAlso, the same error when deleting article using help_center/articles/{article_id} We get the 403 error when

NEED HELPI tried uploading react app on zendesk but getting error manifest.json:{  "name": "Customer App React",  "author": {    "name": "Mohit",    "email": "myemail@google.com"  },  "defaultLocale": "en",  "private": true,  "location": {    "support": {      "ticket_sidebar": {        "url": "http://localhost:3000/",        "flexible": true      }    }  },  "version": "1.0",  "frameworkVersion": "2.0"}I first run this command : npm run buildThis created one folder dist which have only one folder by the name assetsAfterwards I run this command : zcli apps:create ./distThen got this error : Error: Invalid app path: ./dist

When I update a ticket with the smallest bit of new information, I have to submit the ticket as open, pending, or solved, etc. After submitting it, it kicks me out and I have to go find it again. Is there a setting somewhere that keeps the ticket open?

I remember when testing the incremental API few years back that adding a comment to a ticket using the dashboard did not trigger an update event but changing the priority/status/assignee did. But when I tried the incremental API recently, adding a comment to the ticket via the dashboard successfully triggered an update event when using the incremental API for tickets object. Was there a change in the API behavior ? If so can someone please point me to the documentation / changelog where this is mentioned. Many thanks.

Hi. We are using: ZendeskSDK 3.15.0ZendeskSDKConversationKit 13.2.0 We observe the crashes, could you please support? Crashed: com.apple.root.default-qosEXC_BAD_ACCESS KERN_INVALID_ADDRESS 0x00000009a3c36598 Crashed: com.apple.root.default-qos0  libobjc.A.dylib                0x5dac objc_class::realizeIfNeeded() + 241  libobjc.A.dylib                0x5ea8 objc_destructInstance + 362  libswiftCore.dylib             0x399838 swift_deallocClassInstance + 1123  libswiftCore.dylib             0x39978c _swift_release_dealloc + 564  libswiftCore.dylib             0x39a700 bool swift::RefCounts<swift::RefCountBitsT<(swift::RefCountInlinedness)1>>::doDecrementSlow<(swift::PerformDeinit)1>(swift::RefCountBitsT<(swift::RefCountInlinedness)1>, unsigned int) + 15

We are a relatively established SaaS offering that has recently integrated with Zendesk.  We submitted our app through the marketplace and had a pretty smooth experience.  We are excited to support this community.  However recently we have had instances where our paying customers are not able to utilize our marketplace app because of 401 permissions.  They aren't able to integrate the application and we are not able to see anything on our side.  The only thing we have access to is apps.zendesk.com which appears to have read only info about our global oauth client. What is our course of action here?What path would we take if we needed to cycle the secret for our oauth client?How can we debug with clients when the error we get back is: “The access token provided is expired, revoked, malformed or invalid for other reasons.”  Is there anywhere that can give us greater visibility on what specifically is causing these errors?   Thank you!

Hi, everyone! We have encountered an issue with photo rendering in the Zendesk Messaging chat on Android devices and would appreciate your assistance.  We are using Zendesk Unity UPM package version 3.2.0 Issue Description:When a user sends a photo in the support chat, the photo is successfully sent to the support team. However, the user cannot see the sent photo in the chat interface. To view the previously sent photo, the user must either: Relaunch the support chat, or Send another photo, which then triggers the display of the previously sent photo. Expected Behavior:The sent photo should be immediately visible to the user in the chat interface without requiring a relaunch or additional actions. Could you please confirm if this is a known issue? If so, is there a fix or workaround available to resolve this behaviour? Thank you for your time and support. We look forward to your response.