Discussions

  We have a Symfony 2.8 based SaaS. We also use Zendesk. We want our users to be automatically signed in to Zendesk when they are signed in to our system. I know the solution is JWT. I googled and found 2 bundles: https://github.com/lexik/LexikJWTAuthenticationBundle https://github.com/auth0/jwt-auth-bundleErgoal One officeSoftmation But from a first look it seems these are used to authenticate into Syfmony using JWT, which is not what we want: the user has already signed in into Symfony, we simply need to authenticate it to Zendesk as explained here:

this is my code, I try to integrate it on android, but how to open a chat room? public void initChannel(){ Zendesk.initialize( mReactContext, "xxx", zendesk -> Log.i("IntegrationApplication", "Initialization successful"), error -> Log.e("IntegrationApplication", "Messaging failed to initialize", error), new DefaultMessagingFactory()); Zendesk.getInstance().getMessaging().showMessaging(mReactContext); } and I got this error

In our client guide articles, we have a lot of articles that contain a link to another article or website. I asked Zendesk support if there is a way to map this, in case we need to replace links in the articles. Unfortunately, Zendesk has no way of mapping the articles.  Does anyone have a workaround or had the same need for this feature? Thanks

Hi there, While authorising a Zendesk Sell users how does my app ask permissions for both write & profile scope ? I have tried both the options scope=write%2Cprofile scope=write%20profile But for both these options I am getting incorrect_path error.

Hi Zendesk Team,   I need your help. How can I insert the pagination on a custom page? I used custom pages.hbs. Is there any way to resolve it?   Best regards, Taeyong

I'm using the API to create a ticket, everything works fine, except I can not get HTML to work. The description value always overrides the comment, and the description. And when description is not included I get this error: {'error':'RecordInvalid','description':'Record validation errors','details':{'base':[{ 'description':'Description: cannot be blank', 'error':'BlankValue', 'ticket_field_id':20690401,'ticket_field_type':'FieldDescription'}]}} I have comment included in the API call, but it does nothing (no error ,unless description is removed from the call) "comment": {     "html_body ": "<b>test</b>"}, Which is weird, since the docs (

Today I noticed that the call to get ticket fields is returning incorrect information in an application. Call:client.get(['ticketFields:custom_field_{id}']) For example, when I call client.get('ticketFields:custom_field_24288776').then((r)=>{//do stuff} r.ticketFields:custom_field_24288776.options and r.ticketFields:custom_field_24288776.optionValues are returning values for a different custom field (ID: 23214529) created to track issue impact. I have also tried to pull all fields using client.get('ticketFields'), and all values across all fields are returning the values for that same custom field, including built-in, non-custom fields. In the picture below, you can see the options and values are not what

Hello,Is there some way to use Search API without 'Authorization' in header request?Let me describe my case: I've my app in Chat.In this app I want to use Search API for finding a user info: https://mysite.zendesk.com/api/v2/search.json?query=type:user someuser@email.com But if I use such a request, then I need to use the 'Authorization' parameter with an encoded token in the header. And my question is - can I somehow not use the token when requesting, since such a token becomes visible to all users of the site.

I have my a Zendesk Chat App that has a search request. Here is my code: // Init the client const client = ZAFClient.init();...// Call the metadata first client.metadata().then(function (metadata) { ... const config = metadata.settings; ... const myZendeskSupportSettings = { type: "GET", url: `https://mysomesite.zendesk.com/api/v2/search.json?query=type:user example@mail.com`, headers: {    "Authorization": `Basic ${config.my_zendeskd_suppport_token}` },    dataType: "json"   }; ... client.request(myZendeskSupportSettings).then((data) => { // does not reach this plac

Hello, we try to create our own chat bot to send messages from Discord to Zendesk. We faced with the issue that the webhook sends us a different requester id for the same user. As a result, in Zendesk this user is displayed as a new user every time. Can you suggest how we can fix this?    

Hello, I've recently started working with a small customer support team that uses ZenDesk. They currently have a strict rule not to use the internal note function of the platform as they have had occasions where the end-user could see the notes made that were intended for agents viewing only. I have done some research on public vs private comments and it seems incredibly convoluted. We do not use organizations, light agents, or anything of that manner. It's basically set up so tickets come in, and then one of our agents picks it up and responds.  I really think this "internal note" feature would be very helpful to our process, but my support team is now afraid of it as in the past notes have been seen by end-users.  What would be the cause of an end-user seeing an internal note for an organization using the base product (no organizations, groups, light users, etc)? Is there a simple way for a support team to be absolutely certain that an interna

Hello!  I would like to hide from the 'My activities' page the tickets whose last update was before 2021.  I have already managed to filter certain requests by status, using {{#isnt status 'closed'}} on the requests_page.hbs,  but I can't manage to filter them out by last update, I have tried using {{#if (compare updated_at ">" 02/06/2022)}} but it doesn't seem to work.Is it possible to do what I am looking for, how would I have to write the code? Thanks

Hi! We have problems with sending the ticket's messages after ios 16 update. I looks like there is a problem with the user's email identifacation We use this type of Zendesk identity: Identity.createAnonymous(name:  , email: ) With Identity.createAnonymous( ) everything works fine, but we prefer our agents could see the user's name and email.  

I have seen an uptick in our team's feed of Spam tickets. We have been handling them on a one-off basis. Is there a way we can prevent these from coming in? 

Hello sir, I want to hide the video category, when doing a search. is there a way to do that? so those related to the video category, will not appear in search results.Thank you!

Hi,I'm trying to upload a public app to marketplace and it throws errors regarding assets missing, but all the assets are in the .zip folder according to the guidelines.  App perfectly works as private if I upload it manually, assets were created/named exactly as instructed in the guidelines.Any suggestions on what am I doing wrong?  Regards,Gabi

why when deploying the app when we create it sucks and when login and give right credentials it gives failed to log in your account 

Hello, Can someone please assist me with adding pop-up text on the yes and no vote buttons in Help Centre? I have used the below script on two other Help Centers and it works perfectly but won't work in my new Help Centre. My script is below. Below added article_page.hbs   <div class="container-divider"></div> <div class="container">   <nav class="sub-nav">     {{breadcrumbs}}     <div class="search-container">       <svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" class="search-icon">         <circle cx="4.5" cy="4.5" r="4" fill="none" stroke="currentColor"/>         <path stroke="currentColor" stro

Hello, Can someone please assist with the below so a promoted article has a drop-down button to be able to read the start of the content as shown below?   Please provide the full script to make this happen. Thank you. Kind Regards, Anton

I would like to cc contacts on a ticket without an end user being created in the process. This causes a lot of "empty" user profiles to be created with little to no information other than the email used to cc. This will disrupt automated workflows and clog up the user database within Zendesk Support. Users will be able to log into our portal without the proper authorization. Is there currently a way to stop this from happening? Any feedback would be great!  

Hi all!  Today I would like to share my vision of the ideal KPI system for your customer support. I was inspired to write this post by one question in the amazing Support Driven community (I suggest everyone to join it if you have not yet).  Yeah, you should now think that it might sound too pretentious to pretend for something ideal in our modern world. But let me explain why I think the proposed KPI system can be titled as an ideal one. Once I set the criteria of being ideal I can name the thing ideal, can't I? :)  What makes the ideal KPI system Any customer support manager is challenged to manage the customer support team and systems efficiently and with less internal frictions. The KPI system is a managerial tool to govern and monitor the process in an organized way.  So what makes the ideal KPI system? I would name the next 3 criteria:

Hello, In my android application I wanna show only Plus (+) button to open a ticket form like this Support SDK Documentation: https://developer.zendesk.com/documentation/classic-web-widget-sdks/support-sdk/android/help_center/#ui-overview . I wanna show this button in my own custom activity, not in default UI of the HelpCenterActivity. Is it possible to improve this way?

Hello, following the API documentation it should be possible to search for tickets using the requester's phone number, as pointed out in: https://support.zendesk.com/hc/en-us/articles/4408882086298-Searching-tickets#topic_zmj_mnd_3v. However, this doesn't seem to work, I've tried with many number formats without any luck. Search by name and/or email works fine. Any help will be much appreciated. Thanks  

I cannot change the 'Submit a request' text on the Help Desk form. I figured out how to change the link text, just not the form header text.

Can anyone just point me in the right direction to create a pop-up notification banner on the top right of the Zendesk page? We want to be able to trigger this notification based on certain criteria. I don't suppose we can do this with API. Can someone show me how to add that setting to a custom app