Discussions

Hello,I have the following situation. I write to the customer via the head office (office@bla.de) and submits an offer. Then an employee (regine@bla.de) writes back. This means that their reply is stored as a note. However, if it says “we accept the offer,” it will no longer be visible in the rest of the email correspondence. Either I need an idea of how to convert an internal note into a public one, or emails from third parties need to be recorded as public. Zendesk's response does not help me.[https://support.zendesk.com/hc/de/articles/4408842992538#topic_lhb_c4l_fhb]". Thanks for helpRüdiger  

Six months ago I promised to write a post answering the question under the last post of the great series of Knowledge Management Roundtables (the full list is here). Today I am happy to publish this post and share the essence of my many-year Zendesk consulting experience with the Community. I would like if more people use this approach to make their Zendesk and customer support experience even better :) There are the following sections in my post: 'Approach' or 'No approach' The secret weapon Customer Lifecycle and Customer Journey(s) Customer Journey inside Zendesk   'Approach' or 'No approach' The approach I am presenting below can be used by everyone, but it is more valuable in the following cases: Initial setup of Zendesk – when you have to organize your fresh-started support instance right and systematically from the very beginning; Scaling existing Zendesk setup – when you have to reorganize/optimize your mature and 'complicated' support environment.   In both cas

Hi Zendesk Community,We saw a highly raised issue here — the need for a way to unmerge tickets in Zendesk. Once tickets are merged, users cannot undo this action, which often leads to complications due to: Accidental merges that combine unrelated requests Loss of visibility into original conversations or ticket histories Challenges in meeting data retention or GDPR requirements To address this, we’ve introduced a new Unmerge Tickets process in the GDPR Compliance app. It allows you to safely split previously merged tickets without losing important data. Each unmerged ticket retains its requester, subject, tags, ticket fields, and conversation history (including all comments and attachments), ensuring consistency and data integrity.The process is available for unmerging individual tickets or for bulk processing of multiple merged tickets.This feature was developed in direct response to community feedback, so you can test the unmerge process and share your thoughts or

We're trying to serve specific home page elements to a subset of our customers. The ZD Organization field that defines the subset is a custom field. The script works with a native Org field (e.g., Tags), but not a custom field.  Can someone confirm that using custom Org fields isn't supported? And if true, anyone have a workaround?

I have been working with the Zendesk Search API and successfully retrieved published article content using the endpoint:GET /api/v2/help_center/articles/{article_id}However, by default, this only returns the published version of the article. Is there any API or method to access draft articles similarly? For example, is there an option to retrieve articles with a 'draft' status using any API?Any pointers or official documentation on this would be really helpful! 

Hi All I've been playing around with some of the added functionality to lookup fields and custom objects in general. I really like the idea of creating a tree of related tickets and I'm looking for some use cases for my org.    Question: If I have one or more source tickets linked to a related ticket, and I have the related ticket open, how do I see all of the source tickets it's related to?   Example: Ticket A (source) has a lookup field with ticket Z (related) selected. Ticket B has a lookup field with ticket Z selected. Ticket C has a lookup field with ticket Z selected.  If I'm looking at ticket A, B, or C, I can see ticket Z in the lookup relationship field.  If I'm looking at ticket Z, I am not able to see tickets A, B, or C.  Maybe I'm missing something?   Use case: (layer 1) Employee Onboarding request (layer 2) Tickets handled by different groups for: Laptop, Software, order home equipment, all related to layer 1 ticket It was be great to loo

Unfortunately the ZenDesk Help Center does not natively allow you to have images that expand in size and show in a lightbox pop-up. However, this functionality is not difficult to provide with a small amount of work. Fancybox is a JavaScript tool that allows you to show images in a lightbox pop-up. The process of using this tool is easier than ever, because starting with version 3, you can just link to the hosted file. This makes using it in ZenDesk as simple as four steps: 1. Go to the code editor for your theme. To do this, go to Settings, hover over your theme and click View Theme, click on the "..." next to Live, click Edit Code, then select the file you need to edit in the left column. 2. Add the links to the fancybox code in your document_head.hbs (the bottom of that file is fine): <link rel="stylesheet" href="https://cdnjs.cloudflare.com/ajax/libs/fancybox/3.2.5/jquery.fancybox.min.css" /><script src="https://cdnjs.cloudflare.com/ajax/libs/

Hi Everyone, Im helping our CRM configuring there Conversation bot/Chat bot on Checking for agent availability. He provided a link to me as her guide on setting up. https://internalnote.com/a-full-guide-to-handling-agent-availability-in-zendesk-messaging/#checking-for-agent-availability  On article it said this the endpoint.GET 'https://domain.zendesk.com/api/v2/agent_availabilities?filter[channel_status]=messaging%3Aonline'  But when i try it. Im receiving an Error 401 which is related to authentication.  

Hi!I'm a new guy at Zendesk and I have the following task (longread):GIVEN:- There is a business (nail salon) that uses Boulevard as a CRM.- Currently, communication with clients occurs through the following channels:a) Instagramb) Facebookc) Phoned) SMSe) EmailPROBLEM: Boulevard only synchronizes with SMS, Email and (probably) phone channels. In order to respond to clients through other channels (Instagram, Facebook), our administrators use a mobile phone specially designed for this purpose.MAIN GOAL: We would like to leave a single entry point for communication with our clients and for this task we chose Zendesk. In addition, we would also like to transfer the entire existing client base from Boulevard to Zendesk.MY THOUGHTS:As far as I know, it is technically possible to transfer the client database from Boulevard to Zendesk. In this case, we will have a client database with all their data (phone, email, first name, last name) in Zendesk. By the default all these clients will be wit

If we can get the count of comments & attachments of the article, then developers could save 2 extra API call to fetch comments & attachments detail. To avoid too much HTTP code 429. article: https://developer.zendesk.com/api-reference/help_center/help-center-api/articles/#list-articlescomments: https://developer.zendesk.com/api-reference/help_center/help-center-api/article_comments/attachments: https://developer.zendesk.com/api-reference/help_center/help-center-api/article_attachments/

Placeholders in Zendesk are short text codes that automatically pull information from tickets, users, or organizations, for example, a customer’s name, ticket ID, or agent signature. They’re useful for personalizing automated messages, macros, and email campaigns without needing to fill in details manually.When sending mass emails, placeholders can make every message feel personal and relevant. In the Proactive Campaigns app, you can use Zendesk placeholders directly in the subject line and email body. The app replaces them with real data when the campaign is sent, so each recipient gets a customized message.Here’s a simple example:And here’s how it appears to your customers when they receive the email:Zendesk placeholders are fully supported in Proactive Campaigns, meaning you can use the same syntax and structure as in Zendesk Support. This makes it easy to stay consistent with your existing workflows while sending personalized bulk emails.

One of the challenges many support teams face is not knowing what happens after an email is sent. You might include instructions, helpful links, or attachments, but without visibility, it’s impossible to know whether the customer actually saw your message. This uncertainty can lead to unnecessary follow-ups, delayed resolutions, and a less efficient workflow.A simple solution is the Email Tracking integration for Zendesk Support. This tool helps track email opens and link clicks, and provides a clear activity log for each ticketTracking information is available in multiple places for convenience: Seen/Unseen field and ticket tags (seen / unseen) Seen Count field Read Receipts Push notifications (optional) Ticket sidebar In-app full statistics and mail track reports Beyond visibility, the app can also help improve responses. It analyzes customer activity and suggests the best times to send follow-ups, helping increase reply rates and overall engagement.Using Email Tracking, support team

An application that allows an admin to create or update tickets from a spreadsheet in CSV, XLSX, JSON, or Numbers formats.  It matches fields and creates users if the user isn't matched.Problem StatementIf a user has a list of issues from one or more end users and needs to create tickets for them, it can be a time-consuming process to enter the data.  Zendesk has bulk importers for Custom Objects, Organizations, and Users, but not Tickets. This application provides an easy way to import data from file sources and create or update the tickets. Potential EnhancementsThere are a number of possible enhancements, depending on the individual case needs.  The app could allow data to be edited, it could search for similar tickets, it could queue and handle multiple files, it could retrieve the data from an on-line source, or other features that fit different requirements. ScreenshotsPromptCreate an app that reads in a spreadsheet in XLSX, CSV, JSON or Apple Number

While I have not been able to reproduce, our users are getting MANY crashes using ZendeskSDKMessaging 2.35.0, all using iOS 26. Are there plans to address this issue? This level of crashes is high enough that we're considering dropping the messaging feature completely.

Is there a way to export a list of reports from Explore? Our reports have gotten away from us and we are trying to clean them up and create a dictionary type list of reports and their use. 

Hi Zendesk Developer Community,I am working on building an app with the Zendesk React Apps Scaffold.  I am using Garden styles and components.  These all, or mostly, have been working wonderfully.  Now I am trying to add a Multiselect field.  If I add the Combobox and set isMultiselectable to be true, it is also working.  The problem arises when I try to follow the example in Garden here and show the options after they are selected.  The specific error happens with IComboboxProps, which is the following.  It shows in the browser console:Uncaught SyntaxError: The requested module 'http://localhost:3000/@fs/Users/liangjimi/Development/eastern-logic/user-fields-manager/node_modules/.vite/deps/@zendeskgarden_react-dropdowns.js?v=9c468d9d' doesn't provide an export named: ‘IComboboxProps’I have searched through Slack, the Garden examples, and Github repos for the scaffold and garden components, but I was unable to find the same issue.  I checked with

Environment: - Xcode Version: 16.4 (16F6) - AnswerBotSDK Version: 6.0.2- Dependency Manager: xcframework Description:Hello Team, When I try to connect the answer bot, the xcode does not allow me to compile this library, our project fails to build with the following Swift module incompatibility error. Error Log:Failed to build module 'AnswerBotSDK'; this SDK is not supported by the compiler (the SDK is built with 'Apple Swift version 6.0.3 effective-5.10 (swiftlang-6.0.3.1.10 clang-1600.0.30.1)', while this compiler is 'Apple Swift version 6.1.2 effective-5.10 (swiftlang-6.1.2.1.2 clang-1700.0.13.5)'). Please select a toolchain which matches the SDK.Expected Behavior:The project should compile successfully with Xcode 16.4. Request:It appears the pre-compiled binary for the current version of the SDK is not compatible with the Swift compiler included in Xcode 16.4. Could you please provide a new build of the SDK compiled with this Xcode version? Thank you!

Just trying to verify that `raw_title` and `title` are essentially the same thing w/re Ticket Fields - is that correct?  In other words, whatever value you have for `title` MUST match the `raw_title` value or corresponding dynamic content text? I was experimenting with using `title` as more of a dev-identifier, and `raw_title` would be a version of the title that is displayed to agents. This way, if you have a group of fields that all can be broadly considered to function as something like “Sub-topic” and are conditionally shown based on the selection of a parent field hierachy, you could display it that way to the agent using `raw_title` while keeping your `title` field something more dev-descriptive like : “Orders Sub-topic”.  If you have something like: ```# the parent field- title: “Topic”  custom_field_options:      value: orders       value: accounts``` and then  ```# the conditionally-shown sub field

We have recently experienced crashes with the Zendesk SDK in our iOS app. Some of the snapshots are attached. Can anyone suggest the root cause or how to avoid these crashes.

I have created a bot response in Zendesk using custom HTML code. In the response, I added thumbs-up 👍 and thumbs-down 👎 links for users to give quick feedback.Was this suggestion helpful?  <a href="https://example.com/feedback?value=up">👍 Yes</a> |  <a href="https://example.com/feedback?value=down">👎 No</a>Currently, I can capture the feedback value (Yes/No), but I also need to capture which user clicked on the link (for example, their Zendesk user ID or email).Is there a way to: Pass the logged-in user details automatically when they click the link? Or capture this information via Zendesk API / placeholders (like {{current_user.email}}) in the link? Any guidance or best practices would be really helpful.

Our project is quite large, so we use "treat warnings as errors" to keep the codebase as clean as possible. During our recent upgrade to Xcode 26, we noticed that some dependencies such as ZendeskSupportSDK (9.0.0) are emitting deprecation warnings like the following: 'mainScreen' is deprecated: first deprecated in iOS 26.0 - Use a UIScreen instance found through context instead (i.e, view.window.windowScene.screen), or for properties like UIScreen.scale with trait equivalents, use a traitCollection found through context. We tried moving the `ZendeskSupportSDK` dependency into its own target with warnings-as-errors disabled. Unfortunately, that doesn’t seem to work, because the SDK is treated as an explicitly precompiled module. As a result, it is compiled before the rest of the project and still picks up the main app target’s treat warnings as errors setting. We're wondering if there is a way for the dependency to either 1) move away from using UIScreen.main altogether

Hi, Is it possible to sync the created date and last commented date timestamps from a linked Jira into corresponding Zendesk ticket fields? We wanted these fields to sync from Jira to Zendesk, so that we can calculate:  the time the Zendesk ticket spent with the group until the linked Jira was created the time it took from Jira created date to Zendesk ticket closure date I see that Zendesk has a custom “date” field which does not seem to support actual timestamps. So not sure, if it is possible to still sync over these dates into Zendesk using the standard Jira Zendesk integration app. Any suggestions if anyone has executed similar sync without a third party app.Thanks in advance.

Currently on Zendesk WFM the way to track the overtime on our agents is: Sum of time of clock-outs that occur outside of scheduled hoursHowever,  if agents take extra hours it won't be easily verifiable for our WFM team if those extra hours were previously approved or not (considering that agents work from home). What I am currently doing is that we extend the shift of the agents using a general task called ‘Emails OT’ that adheres to the ‘Email’ workstream, so it won't affect our agents' adherence metric, this way we can easily download the time for overtime historically on our reports. However, it affects the way we can easily track our Email coverage when we check the staffing charts on the ‘schedule’ site (check you check it in daily level). Because the staffing chats uses workstreams to track how good or bad we are staffed for the day and not "general tasks". Is there any other way that we can easily track overtime and at the same time it would be easier t

I had a question regarding the send/post message API endpoint (link of doc: https://developer.zendesk.com/api-reference/conversations/#tag/Messages/operation/PostMessage).api endpoint: https://{subdomain}.zendesk.com/sc/v2/apps/{appId}/conversations/{conversationId}/messageswith body for sending attachments:{  "author": {    "type": "business"  },  "content": {    "type": "image",   “mediaUrl”: “xyz”    "text": "very big text"  }}If the content.type is set to "image", is there any limitation on the content.text character length? Specifically, if the text field contains a long string, is there a maximum character limit that could potentially cause an error?

Hi! I found in https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#update-ticket that for handling tags I need to use additional_tags. However it does not seem to work when I'm just updating a single ticket but only when bulk updating tickets. How do I add a tag to single ticket via API? If I use tags, it will replace already existing tags which is not the result I want. If I use additional_tags in my PUT request {{testUrl}}/api/v2/tickets/883 it does nothing.   Br. Otto