Discussions

Hi All,We have a strange issue with our zendesk.Setup:Inbound tickets are collected through several hello@domain.topdomain, inbound ticket work fine. They are all google workspace accounts and connected directly to zendesk.When we reply a ticket that is received from hello@domain.nl the reply is sent to both the customer and back to the hello@domain.nl site, resulting in a ticket in the suspended ticket folder. The customer still gets the answer though, but it is pretty annoying.We do not have forwarding or anything like that set up. Does anyone have any clues of why this is the case? If you need any more information im happy to share.Best,Johan

I just tried to add a new mail address in the admin center to use them later as trigger. Although this mail seems to not existing yet, I got the error that this mail address is already used. Where can I looking for this mail address? Thanks. I've no clue why this happens and want I can do. But I need this mail address for a new trigger.

I just want to add a new level to the current condition to make the help center like below: When filling out this field... If value is... Then show these fields... Then you can only select...

Is there an API using which I can extract the custom field name with python in Zendesk so I know which field to populate with what value. Currently i'm able to extract the custom field ID only.

Login error: Error Domain=com.zendesk.sdk.core Code=1000 "unauthorized" UserInfo={error=Couldn't authenticate you, NSLocalizedDescription=unauthorized, HTTP Status code=401} Getting this error however I have initialized Zendesk SDK with client secret, Zendesk url & app id. I have also created JWT url and validated the URL. I am setting identity to Identity.createJwt(token: "user_id")

Hi, I'm trying to report on a field. It was made in 2014, as was an identical field with the same name. These fields are used on two different forms, I do not want to alter the fields in any way if it can be avoided. I do however, want to report on one of them. But when I try to write a formula like this:  IF [Example Field] = NULLThen "No Value"ELIF [Example Field] != NULL"Value present"ENDIF The problem is, it is picking the wrong field called "Example Field", that isn't even on the form I'm trying to report on. Is there any way to use the custom field number or something to force it to use the right one?

Hi Team, New to Zendesk . Hence would require some assistance on how to copy public note content to subject of ticket once a ticket is created. For eg the public note only has the content HRC0010678 . The zendesk ticket should have subject HRC0010678 ----existing subject---------.   Can this be achieved by trigger rules or Macros .   Thanks Manasa

I want the show all (count) section links at the bottom of each list and also limit the list to 6 subsections.

Hello, I created a ticket a while ago, but the agent in charge did not read or did not understand what I was saying. I have heard nothing back from him for almost 2 months. I created a follow-up ticket, which was closed with no answer whatsoever. This doesn’t sound like the kind of support that a company like Zendesk should be offering, and I’m very dissatisfied (not just “unsatisfied”). So, to explain again from the start: We previously had all our reports in Insights, which has been replaced with Zendesk Explore in February, having to rebuild all our reports from scratch (not happy about that either!). One of those reports was the Satisfaction tab, where I was able to view (and download) the ratings and comments that our customers left to our support agents. Sometimes, our customers edited the ratings and the comments (for example, changed the Bad rating of a ticket to Good, and added a new comment). I was able to see all of these changes in the dashboard and in

One of the staff (Contributor role) sent an email to our internal support and noticed that the email is created as an internal comment in the ticket.I've read through some FAQ's and Community posts, but they are referring to replies (which this is not) or setting all comments to be set as private etc. None found so far seems to fit this scenario.Not sure where else to look to see why this email/first comment was created as an internal comment. Any suggestions or should I log a support ticket instead?ThanksJacques

On the second step of authentication - exchanging the code for a token, while building our app we get:  {"error":"invalid_client","error_description":"The client identifier provided is invalid, the client failed to authenticate, the client did not include its credentials, provided multiple client credentials, or used unsupported credentials type."} We are testing with our own account that has created the local app, the client_id is valid when passing it to https://[subdomain].zendesk.com/oauth/authorizations/new, however on https://[subdomain].zendesk.com/oauth/tokens we get this error.  Is there an issue with testing the application development, we are on a sponsored account: d3v-oveosupport   Thanks for your help,  Marta  

Hello, Currently using Zendesk Support for internal user support, I plan to implement a CMDB (Configuration Management Database).Is there a CMDB recommended to use in complement with Zendesk Support ?Thank you 

Hi, We have installed a private app the purpose of which is to translate non-English languages into English for the agent assigned to a ticket. It  uses the zcli (Zendesk Command Line Interface) resource and the app sits in the Apps window in the right-hand pane. Initially, the app was working with both Messaging and Email.     Over the last week or so, it stopped working for Messaging, not all at once but more and more agents were finding that the app was failing for Messaging tickets.   Now, this failure has started to happen with Email tickets. There is nothing obvious we can see in terms of the agent/group permissions.   The app has been reinstalled twice and tested after that.   The app wasn't installed through the market place

Hello sir, How to remove tag "a href" in breadcrumbs? I want to show my breadcrumbs, and make them not clickable Thank you

I'm trying to figure out the exact code I can use to change where our help center's category button links to. We'd like the "Contact Support" button pictured below to link to one of our Zendesk forms instead of the article page it currently links to. Please advise. Thanks!

Hi, We are working on building a server-side app to generate content for the iframe (to be shown in the sidebar). We have created a sample application so far. Now, We are trying to secure the app following this article - https://developer.zendesk.com/documentation/apps/build-an-app/building-a-server-side-app/bonus-part-secure-the-app/. This tutorial explains adding a security feature in which Zendesk includes JWT token in the request for the initial page.ProblemIf we set `signedUrls` to true to make the app secure, it shows the following error message on the sidebar.   manifest.json {  "name": "My Cat App",  "author": {  &nb

Hi How do I configure a manager to see his staffs workload etc via the Dashboard??? Can you do a live view of things from his dashboard? Many thanks Darren

Good morning. We are seeing a number of instances where customers are returning to existing messaging conversations outside of our business hours and they are not recieveing any message to say that our office is currently closed. I have checked Flow Builder and everything is setup correctly, the appropriate Schedule is also in place. This is causing understandable frustration for customers who expect a reply. Example below, you will see no further message was sent after the customers message. This message was sent on a day we are closed and would not reopen for 24 hours.  Does anyone know how to rectify this. 

Hi, We've installed the Zoom integration and applied an API token within Zoom but when we attempt to schedule a Zoom meeting, we receive this error: Zendesk API Token is not configured. Meeting summary and recording link won't be sent to this ticket. Please ask account admin to configure in this app. We don't see any other way to configure the app. We can start a Zoom meeting; we just can't schedule one.  Please advise. Thanks, Phil

I want to report on First reply time for custom business hours, meaning not the global 8-17 we have set but a slightly more narrow interval (8.30 – 15.30 Monday to Thursday, Friday 9.00 - 15.00) . Is it possible to create a metric like this in Explore? 

Good day! I faces with problem that the Zendesk API has a weak functionality that does not cover the capabilities of the web interface. The problem is observed with the Views in Business Rules section.Our company uses Views that include the "Next SLA breach" column.When I executing an API-request to display the View options(columns), which was created through the web interface, I get information about the presence of the following id in the column branch:{ "id": "sla_next_breach_at", "title": "Next SLA breach" } But when I want to create a new View via API in which I need to use the "Next SLA breach" column, then adding to the api request, in the columns branch:{ "id": "sla_next_breach_at", "title": "Next SLA breach" }this id is ignored and I get a View without the column that I needed. Yes, I can add it via the web interface. But I use the API specifically, because I don't want to do nothing via web-interface. And fixing something t

Basically I'm trying to mimic a condition for "Tags - Contains at least one of the following - 'foobar'" but as liquid markup. Is there a way for a liquid `{% if %}` to look at ticket tags for the presence of a specific tag? I'm not finding this specific answer in docs / other posts, but piecemealing various things I'm wondering if this is it; {% if ticket.tags contains 'foobar' %}  

Hi there, We're a electronic company that sells remotes. I'm looking to integrate bigcommerce to zd sell so I can pull up an account (contact) and see how much product they've purchased from us. Could someone help me with where to start? We also use Zapier and have an account that looks like will allow me to integrate. But Zapier is very tricky, looking for help.   Thanks!  

Is it possible to remove certain topics from the New Community Post form but still have the topic visible on the topics page? We hope to remove the ability to post in these certain topics but still have the content available to be read. Thanks!

We would like to add a new documentation category to our HC, however this feature is only available to certain customer tiers. Is there a way for us to only have the tile appear on the homepage after the user logs in? We have already configured SSO so that they must sign in to access the links; it would be a better CX if they could access all associated articles in one place as well.