Discussions

  Hello everyone, I'm having several issues with the Zendesk API concerning titles in navigation bars... Here are two problems I'm facing: The first picture is a screenshot of an ongoing conversation with an agent, where the title is not visible neither on light or dark mode. This screen is accessible when tapping on an already started conversation with an agent through RequestUi.buildRequestList(). I have configured this screen to show embedded in a navigation controller that I have customized myself. The first screen that appears, the RequestListViewController, respects the font, title color, navigation bar tint and background colors. Once you tap on an ongoing conversation, the title no longer shows... But the other properties are still respected. The second picture is a screenshot of an empty dialog with an agent, accessible through the "Start a new conversation" through RequestUi.buildRequestList() in case the list of conversation is empt

I am trying to fix an issue where new tickets get created rather than a follow up to an existing ticket when using ticket API.I have built an Azure Logic App that receives a new email and submits the HTML body to the "/api/v2/tickets.json" API endpoint in the comment: html_body attribute. The HTML contains the reference ID at the end which is also present in the "In-Reply-To" header. if I inspect the email directly. Unfortunately, I don't have access to that header field that I can work out, and even if I did, what attribute would I need to set with that value for it to add to the existing ticket rather than create a new one.If I send an email with the HTML body, the reference is detected. The email doesn't contain the "In-Reply-To" header, so it must be finding the reference.

I am looking for a way to retrieve the conditions and actions for automations using the API. However, there does not appear to be a direct API for this. Is there an alternative method for fetching this information using an access token? I can see the necessary data in this URL: https://subdomain.zendesk.com/rules/automations/new?return_to=%2Fsupport%2Fadmin%2Fautomations

I need inside my android sdk open chatbot with channelId and after user fill email I must create ticket. 1. ChannelId I can write only in Zendesk Web Widget and SDK? 2. If "yes", how ca I create ticket use Zendesk Web Widget and SDK?

It seems like the [end users] value may include a CC depending on the scenario (ie. a CC reply-all). If so, it seems like this would mean that a reopen trigger based on [current user][is][end user] could reopen if a CC replies, not just if the requester replies. Is this the case? If so, is there a separate trigger/method I should be using to affect the equivalent of [current user][is][requester]?

Hello, We are trying to send some additional info on the ticket custom fields by using the ticket update api. And we need to do it once the client clicks on the Zendesk Chat widget send button. Is there an event that we can listen to, and use as trigger? Does clicking on the Send message button triggers an event on window object?

We are looking for a solution that would hide/disabled our chat web widget from Guide for when we meet a current threshold. Perhaps that threshold is average wait time, average handle time, or some other metric we determine. Has anyone seen a automatic/programmatic way to do so using as much core functionality as possible? Any resources would be appreciated. Thank You!

I was referred to this forum by support (Ticket #10684027) in order to get developer assistance.  I'm looking for some advice around DNS changes on my site as I'm encountering a bad user login experience today due to recent changes made by Zendesk. I have JWT based SSO setup for my end users in my Zendesk tenant and internal Zendesk auth set up for my agents.  When I set this up several years ago, clicking on the sign-in link on my Guide site would take users to my external SSO IdP for authentication, which was my desired experience. Starting back in August and continuing today, when anyone clicks on the sign-in link on my Guide site, they started being taken to the internal Zendesk authentication page, on which customers have to select "I'm a customer" to be able to sign in.  This has caused a great amount of confusion for my customers as they miss the "I'm a customer link" and attempt to log into Zendesk with internal auth credentials but fail.&

Hi everyone! I haven't been able to find an answer to this question and I'd love to see if anyone could assist. We are trying to figure out how to hide certain Forms in the dropdown on the agent view from Light Agents. We only want to present certain Forms to Light Agents when they are creating a ticket. I've found resources on hiding Forms from the end-user view, but I haven't found anything similar about the agent view - is anyone familiar with this?

Hi there, I'm facing a problem while I've tried to upload an attachment by my javascript code using fetch request. I've inserted my file inside FormData (as said in documentation) and tried to send it by me following code: const formData = new FormData();formData.append('file', e.target.files[0])const request = await fetch(`https://<instance>.zendesk.com/api/v2/tickets/side_conversations/attachments`,{method:"POST",body:formData,headers: {'Authorization':'Basic encoded(email/token:token)',},});const response = await request.json(); I'm able to upload files to "/api/v2/uploads.json", using fetch request and I don't catch a error.

Hello Community, I wanted to ask you how you handle your Help Center translations if you have them. Currently, we are using a tool to pull, translate and push content back to Zendesk, but lately, it is having many issues, and the costs are getting higher due to the amount of hosted words. So I would like to hear about what other users are doing.

Hi, We've noticed recently that whenever we receive a SurveyPal CS Score from a Customer, the ticket opens as per usual, we review the score and feedback and if all is good, we solve. However, our Slack Ticket Trigger (Slack Integration with ZenDesk) reopens the ticket not long after for no apparent reason. Is anyone able to look into this to see if this can be resolved? Example - After Jatinder solves the ticket after reviewing the SurveyPal CS Score, you can see that it reopens again for no reason:   This happens only with tickets where we receive a SurveyPal CS Score. Thank you in advance.

Currently we have couple of applications installed in our Zendesk Instance which is great but I have noticed that it's not showing under User Profile and only under Ticket Level?Is there a way that application installed also reflects under User Profile? 

What's the best way to offer a customer repeating menu in Flowbuilder? If I want to offer a customer 4 options to compare - Product A, B, C or D - how do I allow the customer to select Product A for details and then go back to the menu offering the 4 options again? As I understand the menu options it presents an option and then I have to rebuild the menu again after every option? 

So the situation is pretty basic: I have a custom ticket dropdown field on our tickets called "primary category". The selections help the reviewer know what part of our product the ticket pertains to. This field is required upon solving a ticket. I made a copy of the standard Support dashboard and put a filter for this field on the first tab (Tickets). When I use this filter and filter on one of our most common categories, the standard "Tickets Created" tile surprisingly shows 0.  When I then select NULL in the filter, I am again surprised that we have 300+ tickets, a lot of which have been solved and have values in the primary category field. I'm using All history on the time filter since we've only been in for 2 months.  Any idea why when looking at a ticket, a custom field has a value and correctly adds the appropriate tag, but then when you filter on this field for a value, that it wouldn't show? No clue ho

We have a use case where sometimes we need to set tickets to Pending without writing the user a message. For instance, if we ask the user to test something and the user writes back 'I'll test it and get back to you', we don't want to respond to the user again, we just want to set the ticket to Pending and wait for the user to respond. Some agents have reported that they cannot set tickets to Pending if there is no text in the Reply or Private Message field. However it does not occur for all agents. I am an admin and I can set tickets to Pending, without a message, without issues. One of the users who reported it is on Guided Mode - does it have to do with Guided Mode perhaps?  Thanks in advance for any thoughts!

Hey there, I noticed that related articles in the guide are not direct links to each article and have rel="nofollow" tag. This likely results in less page rank transfer to those pages in SEO. Is there a way to change this?

Some strange behavior I have noticed. Please advise if there is some policy issue or is something disabled/not working on Zendesk API End.  GET /api/v2/tickets/{ticket_id} When I'm trying to access above end point of Zendesk to View Ticket JSON as mentioned in the Zendesk Ticket Documentation (ref: https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#show-ticket) then I'm receiving the following response: {

Hello, I want to Migrate my emails(New & old) to zendesk. I want to send that mail to zendesk  with  exact date which received in outlook. So I uses Zendesk Add on in outlook with Cusom Url. But I want to add one more field in that zendesk add on.which is date filed.Here are screen shot attached below .In that below "Status" field I want add date field.Is there any solution.  I postpone my Delivery meeting 2 times. So is there any solution please reply me or mail me. Thank You

Hello there! We’re using Support SDK for iOS (and also for Android, but this topic is about iOS version). Idk, can I call this an issue, but however, when we're adding pre-selected file attachments to tickets (using the `fileAttachments` field of the `RequestUiConfiguration`) the pre-selected files attaches every time when we open a ticket screen (either if we open a new ticket, either if we open old ticket). For example: I’ve opened a ticket screen to start a new conversation, the pre-selected file is attached as expected, I’ve submitted a ticket with pre-selected file attached and everything is okay, but when I open this ticket again (for example - someone answered me) - the pre-selected file is attached again, but I’ve sent this file and don’t want to send it again.  On the Android SDK, it works different (how we want). The pre-selected file is attached only if I open a new ticket (only to the first message). When I open old ticket, the pre-selected file

Trying to create a contextual workspace so that certain macros appear when the agent takes a call or chat. It works for me when I test, but when I assume in or have an agent test, it only shows their most used,I have the conditions as tags set (which they are on the test ticket), assignee is current user, the brand is the agents brand.Any ideas?

Is is possible for me to remove "title" from the ticket field?   Thanks

Since turning on Talk we're getting a lot of empty messages where customers are apparently getting the beep to leave a message then hanging up. These are almost always 9 seconds long. I'd like to be able to auto-resolve or auto-close these types of tickets to help my team focus on tickets and calls that matter. Any ideas?

Hi Community, For some time now, the oAuth flow has not been working correctly. We use a global oAuth client, but https://api.getbase.com/oauth2/authorize suddenly reports that the client is no longer known. Has anyone ever had a similar problem? How did you solve it? Thank you very much,Marko Seidenglanz

We would like to apply an extended navigation where a user has the possibility to see all categories and the related sections on the category, section and the article pages. (Like slack do it  https://slack.com/intl/de-de/help/categories/360000049043)  We know that there are some calls like  GET /api/v2/help_center{/locale}/categories GET /api/v2/help_center{/locale}/sections GET /api/v2/help_center/{locale}/categories/{category_id}/sections   We already used them and ran into several issues like by default the number of sections is paginated (restricted to 30 items per call), error handling and a lot of refetching / calling (change language, login user etc.)   Is there any other way to get all related sections rather than calling all the categories and afterwards all the related