Discussions

Does anyone do QC on the UI before rolling out new features?The macro box is occluded by the chat icon.

Hi! I am implementing the Satisfaction Survey in Zendesk. I have a concern about "Survey" feedback visibility. Can you currently limit "survey response" visibility to be seen by only an "Admin" or the "ticket assignee"? If so, how do I accomplish this without affecting overall ticket visibility?

Hi, I am going through the documentation in order to create an external channel integration application. In the channel framework documentation, it says "The integration is ticket-oriented. It’s not for synchronous communication between agents and their customers, such as chat.". My understanding is that, if I were to create an application via the channel framework I would not have a send button in the agent workspace but a submit button for tickets. Using Send vs. Submit During a live chat or messaging conversation, click Send (or press Return) to send your reply.

What is the status of the topic David Gordon's April 21, 2017, post, "Disable 3rd party cookie requirement globally"?  That post still existed in 2021, at https://support.zendesk.com/hc/en-us/community/posts/115006147787-Disable-3rd-party-cookie-requirement-globally.  It has apparently been deleted, though a snapshot is available via Internet Archive.  There, David wrote: We have had several end users complain that they need to allow 3rd party cookies to login t

Question Given that we know the identity of the end user in our Web Widget contact form via the JWT auth pattern, is it possible to use this information to make an external request to our API to render an additional dropdown in the contact form? The ideal flow would be to use the user_id of the end user to hit an endpoint on our web server that fetches a list of patients for the user if the user is a healthcare provider in our system. And then if this list returns as non-null, we'd use it to render dropdown fields for a conditional custom form question like "For which patient are you making this request?" Context My company allows different types of users to submit support requests via our Web Widget contact form, such as patients and healthcare providers. When the provider is the submitter of the form, we'd like to collect more data about the patient on behalf of whom they are requesting (it's common that a provider submits a q

I need to get all the ZenDesk Sell Communication data through REST API. How to get those? Help me by providing the exact API for this.

I need to make a report based on the below can anyone help,when a ticket is handled by an agent but then re-assigned to another agent in the same group, the report needs to show each agent and how many tickets were reassigned all I can find are reports about re-assigning to another group and this doesn't helpthanks in advance

Hi there, I want to ask for some assistance with an issue I am facing.I am sending a request to the following URL: https://<client_name>.zendesk.com/api/v2/tickets/2426492/metrics.jsonAnd I got the 429 error message that, according to Zendesk's docs, means too many requests. The Retry-After header specifies that you can retry the API call in 93 seconds. Your code should stop making additional API requests until enough time has passed to retry. I did it; I stopped my code and made additional requests within 93 seconds; I tried even sleeping for 100 seconds but still got the same error That is what I get: {'Date': 'Sat, 14 May 2022 15:09:59 GMT', 'Content-Type': 'text/p

About 4 days ago (Nov 3, 2022), we started to see 422 errors when we hit POST /api/v2/uploads. The error message is {"error"=>"RecordInvalid", "description"=>"Record validation errors", "details"=>{"size"=>[{"description"=>"Size Size is not included in the list (1..1073741824)"}]}}, Based on the documentation at https://developer.zendesk.com/api-reference/ticketing/tickets/ticket-attachments/, size is not mandatory. Therefore, the API shouldn't return 422. Can you let me know how we can resolve this? We are using zendesk_api ruby gem 1.36.0. Unless we modify the gem, I suppose we are not able to set the size property in the API request.

I would like to disable the "Search" field in a particular brand. Is this possible? 

Hello. I am trying to implement Conversations API integration. Followed this example and it finally worked https://developer.zendesk.com/documentation/live-chat/getting-started/getting-started-with-the-chat-conversations-api/ The problem is I have two agents, but I only want to get messages addressed to agent #1And currently I keep getting every message instead of only messages for agent #1, despite the fact the ticket is assigned to agent #2 So the question is: how can I automate answers only from agent #1 using conversations api?

I would like to disable to "Submit a request that shows at the bottom of any knowledge base article.

Hey guys, A quick question about merge collisions. I have an app in the Tickets Sidebar, which basically only allows merging tickets from the same requester. Is there a way to make merges with the "safe_update" option, like with ticket updates? We did some testing, and it seems that if agents merge the same ticket exactly at the same time into different tickets, both merges will occur, creating a weird situation. If the "safe_update" is not applicable here, then are there any other options to avoid this kind of behavior? Thanks!

I am migrating some code to Java Spring Boot and using Zendesk WebHooks. The Webhooks request have two headers. X-Zendesk-Webhook-Signature - the main signature X-Zendesk-Webhook-Signature-Timestamp - the timestamp used to verify the signature Also there is a secret key. Until now I was able to test webhook and It successfully reached my @RestController but now I want to validate it that its coming from Zendesk. Ref - https://developer.zendesk.com/documentation/event-connectors/webhooks/verifying/

I have a simple goal, I want to show (as a KPI) a total count of unanswered calls, but exclude calls with Call Wait Time less than 10 seconds. This would simply show calls that my agents actually missed and not spam callers that hang up after the phone rings for 1 second. I've tried creating a calculated Metric and Attribute using the following formula: IF (AVG(Call wait time (sec))<10) THEN "0" ELSE "1" ENDIF This seems to work as a metric, but I can't filter with it, I can only show it as an additional column in a spreadsheet. Any time I use it as a calculated attribute, it only shows "1" as an option to filter by, because it is taking the Average (or sum, or median) wait time of all calls. Is there any way to filter this way? I found an article that shows how to display an attribute like this, but not another metric (ie. D_Count (Calls)) here

Hi Is there any way to get the defined Email template from Zendesk settings via Zendesk Rest API? I would like to send emails to the end users using my own SMTP server. I'm using Zendesk Triggers + Webhooks to get the necessary information to generate the email but I don't know how to use defined in Zendesk Setting Email template to replicate the email process fully.

Hi.  When we run reports on solved tickets by agent, we noticed a ticket doesn't count if the customer closes it instead of the agent. This has caused issues because some agents put a ticket in pending awaiting confirmation from the customer that the issue is resolved.  If the customer then marks it solved, the agent doesn't get credit for the resolution.Does anyone have a report that can include tickets assigned to an agent that the agent solves along with those the agent solves?  Thanks!

hello,  I need to make a dashboard to include rolling reportsI need the below based on tickets solved per assignee  day by day rolling week by weekmonth by monthquarter by quarter 

We have setup an agent user that is restricted to tickets in agents org only.   However, they are still able to request tickets on behalf of users from any organisation. Is this intended behaviour, and is there any way to lock down/prevent this?

Hi all, I need assistance with configuring Omnichannel routing as well as setting up the trigger to route email tickets. We have a support group that specifically deals with support tickets and I need to configure the routing as we do not have the time to monitor agents and to manually assign tickets all day. I did attempt to configure earlier today but became stuck as the tag I used in the trigger did not take and I was unable to build the trigger. Thanking you in advance.

Please see image below. How to remove the "empty" word? what does it mean?Thanks!  

When I paste the following URL in the address bar of browser: it works fine: https://my-domain.zendesk.com/api/v2/users.json However, when I attempt to use the following cURL call curl https://my-domain.zendesk.com/api/v2/users.json -v -u my@email.com:my#password, I get an error: *   Trying 104.16.51.111:443...* Connected to my-domain.zendesk.com (104.16.51.111) port 443 (#0)* schannel: disabled automatic use of client certificate* ALPN: offers http/1.1* ALPN: server accepted http/1.1* Server auth using Basic with user 'my@email.com'> GET /api/v2/users.json HTTP/1.1> Host: my-domain.zendesk.com> Authorization: Basic ***> User-Agent: curl/7.83.1> Accept: */*>* Mark bundle as not supporting multiuse< HTTP/1.1 401 Unauthorized< Date: Wed, 02 Nov 2022 19:24:38 GMT< Content-Type: application/json; charse

Hello, currently we use Zendesk for external ticketing only. When someone emails "support@...com" it goes straight into Zendesk fine. I'd like to set up Zendesk for internal ticketing also. I've set this up as a new organisation "internal tickets" - however how I have it so someone from within the company can simply email "internal@....com" and it feeds straight into the Internal section of Zendesk. Is this possible?

When clicking on "merge ticket", I'm getting a list of suggested options. However, to merge, I need to type the ticket number (or copy/paste it) to the Merge field. Why isn't the ticket number a button that will just merge the tickets together?  

Heya, I've been learning how to use ZAF and making some apps, but for some reason can't figure out if there are two specific features I currently require: 1) Does a merge hook exist? I need to do some checks when an agent tries to merge two, or more tickets. Something like: client.on