Discussions

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.

I've only dipped my toes in Liquid Markup a few times - so this may be a bit of a newb question. Problem Statement: We are facing a challenging scenario with our JIRA integration - when we merge a ticket in Zendesk that has an open incident in JIRA, we want to send a notification to JIRA via webhook with the new Zendesk ticket id.  We've built a trigger that fires on the comment text “This request was closed and merged into request” The action is simply a notify by > active webook with the following body: { "this_ticket" : {{ticket.id}}, "merged_into_ticket" : "{{ {{ticket_latest_comment.value}} | remove: 'This request was closed and merged into request #' }}", "JIRA ID" : "JIRA ID"} (Note: I get that this only partially does what I need it to do, but taking babysteps here) When I review the webhook activity I see the following:{ "this_ticket" : 48892, "merged_into_ticket" : " | remove: 'This request was closed and merged i

Current OAuth 2.0 authentication support for webhooks only works with non-expiring tokens, as there is no mediation between Zendesk and the authentication provider.Only the Bearer Token itself can be configured when setting up OAuth 2.0 authentication, which means, out-of-the-box, OAuth 2.0 authentication does not support mechanisms such as client-credentials flow: https://auth0.com/docs/get-started/authentication-and-authorization-flow/client-credentials-flow

I use Zendesk Sell for managing leads and sales, and I’m looking for a VoIP solution that integrates smoothly with it. Ideally, I want to be able to make calls directly from the platform, automatically log call activity under the right contact, and maybe record calls for training purposes. What VoIP systems have you used that work well with Zendesk Sell, and what’s been your experience with them?

I have a custom checkbox field in Zendesk ticket form that I need to set to ‘True’ on ticket creation that I will later use in some triggers/automation.  I do not need the customer to see this field when submitting a ticket - i just want it to be checked by way of the Web widget submitting a ticket.  I cannot get this functionality to work and have tried everything -  // Method 1: webWidget:set with contactFormzE('webWidget:set', 'contactForm', {   'customField:1234567891011': true});// Method 2: webWidget set with contactForm  zE('webWidget', 'set', 'contactForm', {   'customField:1234567891011': true});// Method 3: Event listener for widget openzE('webWidget', 'on', 'open', function() {   // Set custom field logic}); Error Messages Received: Method webWidget:set.contactForm does not exist Method webWidget.set does not exist Method webWidget.on does not exist  What is the correct API syntax for setting custom field value

Feature Request Summary We need an improved search API that can help distinguish "direct line" and secondary phone fields. This should allow us/partners to build more solid solutions that can handle shared user numbers. Use Case The issue is that when we have multiple requestors that are calling in via Amazon Connect that have the same telephone number. Our voice integration (by Voicefoundry/TTEC) allows for the customers requestor account to be popped to the screen with open tickets, but this is causing issues with requestors that share the same telephone number, for example a hospital department or office that has multiple requestors but they dial out from one phone number. ZD has clarified that they cannot resolve this OOTB (see Why are some users not correctly identified when they call in? – Zendesk help). Shared numbers are possible in ZD but the calls will always be associated with the user that has the number put the "direct line" originally. ZD's solution is to just change the

I clicked the apps portion of the context panel once to check the features.  Now every ZD ticket I open automatically opens the apps portion vs the customer information.   Is there a way to default that back to Customer Information when opening a ticket?

Hi,  Please forgive my lack of knowledge here. I've looked at the advice for hiding the upload attachment area of the ticket form on Guide on multiple threads and comments and have a bit of code that has worked for other users however it does not seem to work and the script has changed significantly since then and I can't see any newer guidance on how to hide this area.  As per the guidance, I'm adding this code to my script.js  // hide attachments if (window.location.href == "https://XXbrandURLXX.zendesk.com/hc/en-gb/requests/new?ticket_form_id=XXumber hereXX") {    $('.form-field label:contains("Attachments")').hide();   $('#upload-dropzone').hide(); However in preview it is not working.  I can't switch off the option in overall settings as we still want attachments; I just don't want it on this specific form that sits on another brand within our ZD. 

Observation: We have not located a feature that allows an agent to submit a "re-rebuttal" following the reviewer's decision on an initial dispute. Analysis: The documented dispute process allows an agent to challenge a review, which can then be accepted or rejected by a reviewer or escalated to a manager. However, the workflow appears to conclude at this stage. In our operation, the possibility of a re-rebuttal is a crucial step to ensure full clarification, allowing the agent to counter-argue the final decision and ensuring all perspectives are considered before the case is closed. We could not find an option to reopen a dispute or add subsequent comments that would reactivate the flow. Request: Could you please confirm if Zendesk QA features a single-loop dispute flow? We would like to know if there is a feature we have not located that would permit an additional round of feedback from the agent after the dispute has been resolved.

Hi everyone,I’m trying to make my reports in Zendesk more accurate, but I keep running into issues with number formatting. For example, when I’m dealing with percentages or decimal values, I want them to show the right number of significant figures instead of rounding too much or too little.Has anyone found a good way (native or workaround) to control this in Explore dashboards or exports? I’d love to know if there’s a setting I’m missing, or if people just handle this outside of Zendesk with calculators/tools.Thanks in advance for any suggestions!

Hello, I created a search report and I'm seeing “Unknown search type” as the Search click type, in addition to “Article” and I'm not sure what it means. I search here for it and nothing is coming, so I'm asking the community. Does anyone know what “Unknown search type” means?  Additionally, why when this field shows Article is the searches 0? Does that mean that it was a successful search because clicked to view an article?  

We've been developing a Zendesk sidebar app and want it to use the full available sidebar screen space, both in width and height. While setting the width to 100% works as expected, setting height: '100%' viaclient.invoke('resize', {   width: '100%',   height: '100%'});has no effect – the height simply isn't respected unless we provide a fixed pixel value. But hardcoding a value doesn't adapt to the dynamic space available, which is essential for our app since it displays live contextual data. We’ve also tried using CSS to enforce full height, including height: 100% and min-height: 100vh on the body and root elements, but that didn’t solve the issue either. We noticed that Zendesk’s own demo apps (e.g. https://github.com/zendesk/demo_apps/blob/master/v2/support/basic_ticket_sample_app/assets/iframe.html) navigate around this by setting small fixed heights, but that’s not sufficient for real-world use cases like ours. We’re looking for a reliable and flexibl

I find the examples in the API documentation lacking and I've spent all morning trying to implement a search of my custom object records using the API.  I've tried the curl example in the docs (modified with my subdomain, custom object type and a relevant search query, of course.  Also, I found I needed to add -g to get curl to ignore the [ and ] globbing characters ) and got back “Invalid search: Unable to execute search request”. Is there something wrong with this?curl --request GET https://$ZENDESK_SUBDOMAIN.zendesk.com/api/v2/custom_objects/type_of_custom_object/records/search\?page\[after\]\=\&page\[before\]\=\&page\[size\]\=100\&query\=usb\&sort\= --header "Content-Type: application/json" -u "$ZENDESK_EMAIL/token:$ZENDESK_API_TOKEN" -gThe environment variables are set up correctly and other API calls work just fine using them in this way. I think it's also worth noting this. I've also tried in a node script that just tries the call the search endpoi

I am using the API for Audit logs and it says i can use the filter[created_at] and whenever i use it i get the error at the bottom. Can't find out how to enter the value as an array. An example would be helpful or if this feature has a bug in it. Here is an example of how i am using it:curl -g 'https://{subdomain}.zendesk.com/api/v2/audit_logs.json?filter[created_at]>2022-08-12T16:10:49Z' -v -H "Authorization: Basic *********************" Keep in mind I have tested with the other filters and have not had any issues.   "error": {    "title": "Invalid attribute",    "message": "You passed an invalid value for the filter.created_at attribute. Invalid parameter: filter.created_at must be an array from api/v2/audit_logs/index"  }

In the Knowledge: Search Dataset, does “Agent Workspace” search channel refer to the Knowledge app (or previously known as Knowledge Capture app)?  I'm not finding any information on it when I search here. 

I've checked the triggers, had end users check their SPAM folders and filters, and I can't figure out why some users aren't receiving our responses. Some users are seeing the responses without issue, but a large portion are complaining that our department never responded to their tickets. I'm certain this is some setting I'm overlooking, but it is strange that it's only affecting some users and not all. There seems to be no pattern or possible cause, either. Any suggestions would be appreciated!

Hello Zendesk Community! I'm excited to share a solution I've developed for a long-standing issue many of us have faced: making dropdown fields searchable in the Zendesk Help Center. This lightweight, efficient utility provides a seamless searching experience for dropdowns and offers additional customization options and better UI.Request Thread here:  Here's how you can add this to your help center 1. Add the CDN to your Help Center Open your document_head.hbs file and add the following line.<script src="https://cdn.jsdelivr.net/npm/zenselect@0.1.5/dist/zenselect.min.js"></script>  2. Add the script to your new_request_page.hbs file: <script> document.addEventListener('DOMContentLoaded', function() { zenSelect('4520048004116',{"placeholder":"Select or Type","emptyMessage":"No Results"}); zenSelect('field_id'); zenSelect('4514796809492',{"placeholder":"Choose who you are"}); }); </script> Re

Hello,  My company relies heavily on bullet points in our documentation. Here is an example of what we are encountering in our Zendesk hosted articles: Also, when copy/pasting bulleted lists from Google docs into a Zendesk article, it's quite common for the order of the contents to become completely switched around. It's a bit of a nightmare. Thanks for the help! Regards, Anne

Good Day, Is there a way the Zendesk Mobile App can be extended to include the option for End Users to log and manage their requests via the app instead of the web platform

We have a major issue with the talk system and it is a deal breaker for us.Based on everything we have found, once a call comes to an agent and they either refuse it or miss it, it will never be sent back to them and will go to voicemail rather than to the available agent.   On other phone systems the call will be sent to the agent again if they are available by default because they are available and should be taking the call. We had hoped we could use Omnichannel routing to create multiple routes to push the caller into the call group multiple times, but found in one of the help documents that talk does not use omnichannel routing.  The various documentation is so contradictory it is very hard to get a straight workable answer and getting live help is impossible.Has anyone figured out how to do this? 

When creating a new ticket on the webpage there is no way to type in a description. There is just a blank box there that has no cursor to type in a description. I am logged in as an agent. This is a standard field so I am not sure why it isn't automatically working. I know at some point this used to work, but I have not opened a new ticket myself in a while.

We really appreciate the new Zendesk Workspaces feature, it’s fantastic being able to customise our workspace to suit our business needs and help our team work more efficiently. However, when we create a new ticket, it still defaults to the original workspace instead of the customised one we’ve set up. From what I’ve read, this is the expected behaviour for now. This does mean that when we start a new ticket, the team can feel confused or slowed down because the layout isn’t the one they’re now accustomed to using. If we’ve invested time in building a workspace that’s right for our processes, it would make sense for all tickets, including new ones, to open there by default. This small improvement would really help our team maintain a smooth, consistent workflow. It would be really helpful if Zendesk could add an option to set a default workspace for new tickets. This could be set globally, by group, or per agent. It would save time, reduce confusion, and make the most of the

HiWe are looking to integrate the Zendesk Facebook Integration but we want it to be a secondary messaging app on our facebook page. We have our own bot implemented on our Facebook page and we want to use the Facebook Conversation Routing capability to have Zendesk as a “standby” app that the bot might “hand over” the conversation to when appropriate so an agent can take over. However, the current implementation seems that Zendesk keeps getting the Facebook incoming messages even while in “standby” mode and taht leads to opening a ticket even though our Bot is handling teh conversation. How can we avoid that?

I am publishing content to Zendesk Guide via MadCap Flare's Zendesk Connect plugin.  When I do my articles all now have a Title and an H1 heading that are the same.  I don't want to have to edit all of the articles to remove the H1 heading.  MadCap suggested adding this css snippet to the document_head.hbs file of the active Theme. <style>.article-body h1 { display: none; }</style> However, I am still seeing the duplicate heading.  I tried moving it to the css file as well (without the <style></stlye> tags, but that didn't work either. Does anyone have any other ideas? Thanks! 

We have a customer that we email with regularly and they work out of Salesforce for their communications. For a long time, their replies to our tickets would not thread properly due to the RFC standard that Zendesk uses, as noted here. The customer made updates to their Salesforce environment to resolve the problem and the issue now works just fine. We recently implemented Side Conversations and communicate via email with them. However, the replies to our side conversations are not threaded there but are creating brand new tickets (very annoying!) But the replies to tickets still thread without issue. Is there a way to resolve this? We did not expect the threading logic to differ between tickets and side conversations.