Discussions

We have an integration with Boomi and Zendesk needs to allow Boomi to generate tokens. Are only admins able to enable/allow each token or can I create a separate role?

I am modifying the Copenhagen theme. I want to add icons to the categories on the homepage but they are not showing up. I have uploaded my images as assets - they are all uploaded correctly as png's. This is the relevant code: When I inspect the elements using my browser developer tool I don't see this code there at all, and there are no images showing with the categories. I've tried identing the image on a different line and having it in line and neither work. Any ideas?

Hello! I am building a client-side support app with Zaf and React and I would like to run some code that creates a custom ticket field using the tickets API, when the app is being installed. Would that be possible? And also, after creating it, I would need to store its ID somewhere in order to set and get its value with ZafClient (ticket.customField:custom_field_{ID}) when the app is being used by any user. Thank you!

HiI am looking for an option to add a new condition to multiple forms The use case is I am adding a new condition that should be applied to a few forms At the moment, from what I can see, I need to add the conditions manually to each one of the forms. It would be great to have an option to specify at the condition level to what form it applies to. thanks\Yoram 

Can it be managed as an emergency or important matter when writing the Zendesk article API?

According to events history, Message pushed to webhook was triggered but didn't send any notifications on Slack. What could be the reason for failure? Thanks!

I'm currently using Zendesk in Unity and for some reason the zendesk requests we sent are not using the correct form. It is using the form for our parent product. So far I have double checked the URL, the client ID and the application ID and it all seems correct, but I'm wondering if the categories or the custom fields could have anything to do with this?

I have not found an answer and keep finding my way back to the same article, https://support.zendesk.com/hc/en-us/articles/4408832174746. What happens on a deal if products are removed from the system? Do the products get removed from the deals they were attached to? Is the best action to set them as inactive? Does setting a product as inactive remove it from the products to select, but leave it attached to prior deals from when it was active? Thanks!

The support page for my organization currently has 3 broad categories that a user can navigate through. For more clarity, please refer to the link below: https://support.bluestacks.com/hc/ The page has 3 categories, based on the product a user is currently using. My concern is that if a user is navigating through one category, it would be great if his/her search results showed articles from within that category only, and not from the entire bunch of articles on the help center. Is there a way to make this possible on Zendesk? P.S. I'm not too much into coding, so if there's a built-in feature that could make it happen, it would be pretty awesome!

Last refresh v last ticket updated The last time a dataset was refreshed is not available directly. But we can estimate that by the latest ticket update timestamp. You can then create a query to display the timestamp and include it in a dashboard for easy access. Query In Explore, create a new query based on the Support: Tickets [default] dataset. Filter Ticket Updated -Date> This Week Metrics Got to Calculations>Standard calculated metric: DATE_DIFF(now(),[Ticket updated - Timestamp],"nb_of_minutes") From the Options menu, select 'Edit aggregators' Make all options invisible, except for MED

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I am looking to have a label appear based on what value a user entered in a drop down. Now it is setup to use a dropdown and a condition. I.E. if it is set to high a specific checkbox appears, if it is set to Low a different checkbox appearsI would like to move aware from checkboxes as it is causing some confusion to end users.  Is there a way just to use a label or message?

Hello all, Our colleagues in the hotline are reporting strange issues with accepting calls since a few days: Sometimes it is not possible to click the accept call button on the incoming call widget within Zendesk. Obviously, this is unfortunate as it leads to missed calls although our colleagues are actively looking at the incoming call widget. One colleague even reported that the accept call button was simply missing in the incoming call widget. This issue does not appear every day, however, multiple colleagues have reported the issue already. Unfortunately, we could not identify a pattern that causes this issue to arise so far and have no screenshot of this as of yet, but will get back to you once we do. Maybe someone else is experiencing this and can help? Please let me know what information from our side would be helpful in the investigation. Warm regards,Cedric

Hi! It seems so easy yet has been so hard to just find a ticket language translator both for reading and sending tickets. I know it exists with Chat but is there still nothing built-in Zendesk to handle regular emails? I have explored apps but it seems pretty ridiculous to spend $99 a month on a language translator in this day and age with Transfluent, especially with Google translate doing it for free. Anyone who knows of a good free or limited cost one that could be integrated in Zendesk through the Marketplace if there is still nothing Zendesk offers yet?

Hello, I'm building an application on top of the Zendesk talk. I need to get a notification once the agent accepts the call, or when the ticket is created based on the voice channel. Could you please help me with this? I'm using ZAFClient.

It doesn't seem there is a way to add additional data to tickets being requested by the new versions of the SDK? While I know this post is outdated: https://developerblog.zendesk.com/adding-metadata-to-tickets-created-by-the-mobile-sdk-4b0751610bb3 It shows that they're used to be a way to append additional (useful) text.  Also, all the example apps and docs show adding extra custom fields (like device_version) but the only/counterintuitive way to turn those on is to let users edit them which means they show up as optional on the web site when submitting a ticket.  Any help or guidance would be appreciated.  Thank you!   

I want to write an agent's direct phone number in a macro: {{current_user.phone}}.Where can I write the agent's phone number?

The field doesn't appears and the form show this error: Please provide a ticket description. And textarea called Public response appears. ¿Where is Description field? On settings all parameters are OK.

Hello - I am trying to solve for when an agent misses or declines a call. - Is it possible to turn off the ability to Decline a call? Or to force Answer a call when the agent is in Available status? - What happens to the Missed or Declined call? - Is it possible to reroute a call if an agent Misses or Declines a call back into the queue? - Are tickets created for Missed of Declined calls? If so, can I create a trigger to send these tickets back into their queue for a follow-up? Sorry if the answers already exist. I've not been successful in tracking down the answers I need. Thanks in advance!

I want to create dropdowns for categories and sections in my Guide instance. Does anyone know if only specific themes support that? Or is some Javascript or CSS that I can use to make this happen in any theme? I haven't seen any documentation about that yet. I have the Copenhagen theme. Thanks for any help!!

I am trying to build a report, which would contain: # of tickets that have breached first reply SLA per day. Have a possibility to check all of the tickets that breached SLA to identify pain points in our support team. I've tried to take a look into it but managed only to build a report, which shows the % of tickets that have breached SLA on a specific day. Any help in this regard would be highly appreciated! 

I hope that a  field input by the end user can only be seen by some people, or is read-only and  to the agent, or preferably not visible to all people, and only the API can obtain it. Is this achievable

We have a search function on our website. I need to index all of our Help Desk articles from Zendesk so that they will appear in search results. I currently have the following code, but it will only return the first 30 results. const https = require('https');const { Textify } = require('../common/Textify');const fs = require('fs');const path = require('path');function GetZDeskArticles() {  return new Promise((res, rej) => {    const request = https.request(      'https://example.zendesk.com/api/v2/help_center/en-us/articles.json',      (response) => {        let data = '';        response.on('data', (chunck) => {          data = data + chunck.toString();        });        response.on('end', () => {          const body = JSON.

Hi everyone, I'm desperately searching for a way to exclude breadcrumbs from the list of instant search results that pops up while typing.In our Help Center, the categories and sections structure is too  simple to be helpful for customers, and therefore we would like to hide all breadcrumbs. But unfortunately, the "instant breadcrumbs" don't feel addressed by styles of the .search-result-breadcrumbs class or any other class I could think of. I'd be glad if someone could give me a gentle push in the right direction. Cheers, Georg

Every day when I start zendesk I have to logon because it always logs me off from the previous day. When it does that, sometimes it will keep the tickets I was using in the "Recently viewed tickets" but other days, like today, there is no history.  I have to literally keep notes on a 2nd text document of what I am working on so I can search the ones I was on the day before. Is there no way to keep track of past tickets instead of losing them every day after midnight?I can't even open separate tabs like Jira so the browser can remember them.