Discussions

We are seeing a crash in the Zendesk Messaging Android SDK when the conversation screen renders HTML content. The app throws java.lang.AbstractMethodError referencing android.text.Html$TagHandler.handleTag(boolean, java.lang.String, android.text.Editable, org.xml.sax.XMLReader) during HTML to Spanned conversion.  Zendesk Messaging (Android) SDK version：zendesk.messaging:messaging-android:2.34.0 Crash Detail：          Fatal Exception: java.lang.AbstractMethodError: abstract method "void android.text.Html$TagHandler.handleTag(boolean, java.lang.String, android.text.Editable, org.xml.sax.XMLReader)"      at android.text.HtmlToSpannedConverter.handleStartTag(Html.java:842)      at android.text.HtmlToSpannedConverter.startElement(Html.java:1243)      at org.ccil.cowan.tagsoup.Parser.push(Parser.java:795)      at org.ccil.cowan.tagsoup.Parser.rectify(Parser.java:1062)      at or

I am an administrator in an account with Support Professional. When I try to install the Guru app from the Marketplace, it always shows me the public screen with “Sign up” instead of the “Get set up” option. If I try the direct URL https://processmaker.zendesk.com/admin/marketplace/apps/install?app_id=97760, it displays the message “Nothing to see here.” I need you to verify whether the Zendesk Marketplace is enabled for my instance and whether my account has permission to install applications.

Currently, all tickets created through the chat/contact form come in with the same default subject:"Troubleshoot a technical issue (error messages or crashes)" This makes it difficult to quickly identify and differentiate tickets in the queue. Introduce automatic subject generation for tickets, ideally by: Allowing AI or rule-based logic to suggest a ticket subject from the initial issue description. Including subtype names and key error terms in the subject line. Keeping the option for customers to manually edit/override the subject if needed.

Hi thereI have a ticket form. I want to implement the full Cloudflare Bot Management solution, not just the captcha. However, I can't find step-by-step instructions for integrating it with Zendesk.Cloudflare suggested the following steps, although they weren't sure that this would work with Zendesk: Create a Cloudflare account with a CDN and Bot Management enabled. Set the CDN to route to the origin <mydomain>.zendesk.com Update my DNS to go via this new Cloudflare CDN Since ticket forms are already in front of a Cloudflare CDN, the suggested solution would end up having two CDNs in the path, which can cause issues. The current CDN will identify traffic coming from my new CDN as a bot due to its mostly static IP. There must be a simple way to implement this. Can anyone provide instructions?ThanksJonathan

I want to be able to gather data on tickets by tag(groups)

Recipes for App Builder work best if readers can discover them and can tell quickly if this recipe solves their problem.  Start with a summary so that readers can tell quickly what the recipe is about.  If you were publishing this recipe to the Zendesk App Marketplace, this is the quick blurb to get readers to read on.  A recipe does not need all these sections to be helpful to other app builders.  You can write a Problem Statement and a Prompt and have enough to help people make a similar app.Make sure to give your recipe a clear title, since that's going to be prominently displayed and found in searches.  start with “Recipe: ”, then something helpful like the title of the app or the purpose, then “app” or “application”.  Making your recipe easy to find helps everyone.Problem StatementWhat is the problem being addressed?  This lets readers know if this recipe will solve their problem exactly or if it will need to be tweaked.  Potential Enha

Zendesk does not allow iframing of a web application.Zendesk prevents the iframing of Zendesk by setting an HTTP header (X-Frame-options) to SAMEORIGIN for all server responses.  

An app which limits the reassignment process so that a ticket that is assigned to an agent cannot be reassigned to a group, only another agent.  The article gives the prompt and the generated blueprint.Problem StatementSome businesses do not wish to allow a Zendesk ticket to be reassigned to a group after it has already been assigned to an agent.  They wish to be able to reassign tickets, but only to actual agents.  This app is designed to restrict agents from assigning a ticket to a group.  Potential EnhancementsThe admin creating this app could add more restrictions or conditions on the restrictions, such as restrictions only for a particular agent group or allowing group reassignment for some agent groups but not others, a status requirement (e.g. 'only allow group reassignment if ticket status is New'), or any other customer-specific workflow. ScreenshotsThese are typical screenshots from executing this prompt in App Builder.  As with any AI generated

Hi, Our organisation has a need to report on the first reply time SLA and which agent and/or group breached these SLAs. So I've tried a query with assignee name, group and ticket ID filtered to only tickets where it was a breach. However, this is only telling me the CURRENT assignee or group of the breached ticket, and not the agent or team the ticket was assigned to AT TIME OF BREACH. Our tickets often go through multiple reassignments before they are solved/closed which makes the current assignee/group reports invalid.  I've searched the community and was surprised to see this doesn't appear to have come up before.   Many thanks!

When sending support, sales, or marketing emails through Zendesk, it’s often hard to know which version will deliver the best results. To help with that, we’ve introduced A/B testing in the Proactive Campaigns app.This new feature allows you to test two variations of an email on a portion of your audience and track which version performs better based on your selected success metric. Once the results are in, you can analyze the winning version and apply the insights to future campaigns.The flow: Split your audience into A and B groups Set different subject lines or create two versions of your email Choose your success metric: open rate, click rate, or number of replies Monitor the results in real time and see the better-performing version A/B testing is built directly into the Proactive Campaigns workflow, so everything happens right inside Zendesk.It’s a simple way to improve the performance of your email campaigns and make data-backed decisions for better engagement.

Hi, I am trying to do an OR search in zendesk and cannot seem to get full list of tickets.  I need to search for a numerical value that may or may not have a letter attached to it. Can someone help with the syntax to get a complete list of tickets containing this information? Example :  search for tickets containing 123456 OR C123456.  

Observation: We have identified two main limitations in the notification system: a) Notifications appear to be sent exclusively via email, which presents a challenge for our BPO assistants who do not have corporate email addresses. b) We have not found a setting that automatically notifies a team leader when one of their agents receives a new review or evaluation. Analysis: The documentation indicates that users can manage their own notification preferences (email or Slack). However, there is no evidence of an alternative notification system that does not rely on an email address. Additionally, manager-facing features seem to focus on dashboards and analytics rather than proactive notifications for specific events concerning their direct reports, such as receiving a review. This requires managers to actively check the platform to stay updated. Request: We would like to validate whether Zendesk QA notifications are primarily email-based and whether or not there is a way to aut

Using JWT Authentication, it would be expected that once a request is marked “read” that it will remain “read”. However, if a user acquired a new JWT, it seems the “read” state of all requests is lost. The user experiences a total reset of the “read” status of all tickets, causing confusion and annoyance.  Create a ticket via SDK Channel with JWT authentication Have an agent respond to the ticket Get updates for device View all requests Refresh JWT (in our case, logout then login of app) Get updates for device Notice all previously “read” requests are “unread” Is there a way to avoid this issue?

I'm trying to optimize our Zendesk Guide content and improve our SEO. All of our article links include a nofollow attribute. We tried editing the code in the article_page.hbs and the header.hbs, but when I look at the article html the hyperlinks still include: rel="noopener noreferrer Does anyone know how to make a global change to eliminate this nofollow attribute? Our articles typically link to our own website and we want to pass that link juice to our primary web properties or to related articles. Thanks

Hello,We are cutting over from Freshdesk to Zendesk next Tuesday morning (3/11) and our compliance team asked me if end-users will be able to upload mp4 type files (videos/video clips); my answer is yes, a user can upload and attach a video to the ticket form but there's a max file size limit of 50 MB, correct? Our compliance team regularly requires users provide video(s) of a person violating policy and these videos in general are big.  Is it on Zendesk's product team's radar to give clients the flexibility to manage ticket storage? 

We're currently implementing AI Agents Advanced and I am curious if anybody has any instructions they use that have been useful in tailoring the agents to their specific needs? I'd be interested in instructions related to general customer support best practices or those that address a specific need. 

Hello all, I am trying to integrate an application using the external ID in Zendesk. When I login through zendesk, I can see the external ID on the tickets I am working on: Yet when I access through the API the external ID is set as null:I am using the tickets API: /api/v2/tickets/ticket_id Any help on this?

i am calling zendesk rest API from my Backend systems.i need to fetch all the tickets those matches the requester's phone Number pattern.e. g. if give the searchPattern as “1234” it needs to search all the tickets of  the requester those have “1234” as part of there phone number .i have used below endpoint as per some documentation i found online but its not working  (right now its matching only one requester,but i also need a pattern here as well):https://8x8qatest.zendesk.com/api/v2/search.json?query=type:ticket requester.phone:+43211234Any Suggesstion, or any other Rest endpoint i can use for my requirement.

I am struggling with the steps in this article https://support.zendesk.com/hc/en-us/community/posts/6485027590426-Guide-Tip-New-way-to-request-feedback-for-article-downvotes?sort_by=created_at&sort_order=descIn this section of the code: custom_fields: [            { id: 12386706806425, value: form.url }, //article URL, replace ID with your custom field            { id: 900005760523, value: reason }, //feedback reason, replace ID with your custom field          ],          ticket_form_id: 900000044103, //your article feedback form, replace with your custom form ID        }, what is custom field id for form.url? I do not understand where to find this. I have the custom field for reason and the ticket form ID. Where might I find the form.url ID?Thank you for any information!

Dear Zendesk and Community,  I searched the whole Admin Help Center several times by now, and shockingly have not found anything on this topic?  We really need a way to export conversation transcripts from the bot insights. Or at the very least a report of the initial visitor requests, as in the first text entries, in bot conversations for the past 90 days. It is highly inconvenient that we can only see the conversation insights for the past thirty days manually in amdin center, and there is no way to export that in a report? Did I miss an important update and overseeing something? If anyone knows how to do this, I would greatly appreciate any advice here. IF this is indeed still not possible, dear Zendesk Team, please let us know when we can expect a feature like this to be released. I am pretty sure everyone that is using the native Zendesk Messaging Bot would need this.  Kind regards,Yvonne 

I have community settings disabled, but in my theme, you can still access it via User dropdown > ActivitiesThis is a strange experience as it is disabled, and there is nothing to add. How can I remove this completely? Or will it be removed once it is live?

Hey!We have been using Zendesk for the past few years for our customer support on IOS, We have shifted our architecture in React Native which supports IOS and Android.Currently we are using (https://www.npmjs.com/package/react-native-zendesk-messaging?activeTab=readme)Which works well on IOS side but it failed to load chats on Android Side although we get message Initialised Successful. I am attaching screenshots for refrence 

When using SunshineConversation's API Pass Control to connect a user to an Agent Workspace operator, is there a way to set the SunshineConversation user's email address (profile.email) to the Zendesk user's email address (user.email)?The SunshineConversation user's name (profile.givenName) is reflected in the Zendesk user's name (user.name), but the email address is not. 

Hello Zendesk Support Team,Subject: Persistent ZAF Modal Error: APIUnavailable for instance.data I am developing a Zendesk app with a ticket sidebar that opens a modal dialog. I am facing a persistent issue where I cannot pass data from the parent sidebar app to the modal. When the modal app attempts to retrieve the data using client.get('instance.data'), it consistently returns the following error:APIUnavailable: "ticket.requester.id" Could not find handler for: "instance.data"This error occurs immediately upon the modal appearing.I have extensively troubleshooted this issue by trying the following:- Using client.on('app.registered'): I placed the data-retrieval logic inside this event handler to ensure the app is fully registered and the API is ready. The error still occurred.- Passing data via URL query parameters: To bypass the client.get method, I attempted to send the data directly in the modal's URL. This also resulted in errors due to cross-origin security polici

We use the "copy link to highlight" option to link agents to specific sections of text. These links seem to timeout over a certain period of time. Can you please confirm the time limit on these links, or what else may break them (changing article title or moving placement)?  Is there a way these links to highlighted text can remain permanent? We are using linking to headers and anchoring as a workaround for now.