Discussions

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. 

I created a Report that shows the Update Handling Time of each agent per customer per week. Here are the metrics/attributes I am using for reference: Metrics (1):SUM(Update handling time (mins)) Columns (1):Update - Day of week Rows (2):Ticket organisation nameUpdater agent name What I want to do with this report is be able to filter the weeks on my Dashboard. For example, if I want to see how much time an agent spent a day for each customer last week, I would filter it by Year & Week - 2025 W33 (week 33). If I want to see how much time is spent by agent per customer per day this week, I would choose 2025 W34. My expectation is that since it is only Wednesday as I post this, if I select 2025 W34 (current week), I should only see available data for Mon, Tues, Wed. However, my table shows data for the rest of the week for Thur, Fri, Sat, Sun. When I drill in the data, it shows tickets that have been updated before this week, some even months past. Has an

Hi, I've been using the bulk import feature to upload our new customers. We have two servers for our user accounts (AU and EU). I've just discovered that the bulk imports have been leaving out our EU and UK customers. They have unique external IDs and the fields are formatted correctly in the CSV. Why are these users not included in the bulk upload?

Our SLA policy (next reply time) isn't triggering in circumstances where we merge tickets or a customer emails us from a different address (flagged comments). In reality, these are public responses, but Zendesk views the flagged comments as private notes, and I'm assuming it's not registering the merge as a public comment. Since the SLA is based on the customer's public replies, I can see how these two situations won't trigger it. Is there a workaround to this? 

We're getting “Message not sent” every time we try to send a message so the user has to tap twice the send button for it to actually get sent. Not connection related as it's stable. The issue is reproducible across multiple products, different geographic locations. Zendesk version 1.2.0

I'm building an Android app that's using `5.2.0` version of the Zendesk's Support SDK so that users can view individual Zendesk content articles. The SDK doesn't seem to handle YouTube videos very well. My end goal is to view the video on the device in full screen. Nothing happens after tapping on the full screen frame icon within the embedded YouTube window within the article. The SDK doesn't handle the UI well if the user taps on `Shorts` as well. Visit https://imgur.com/a/ZzRfel7 to see what I'm talking about. Is this something that Zendesk can fix?Based on what https://support.zendesk.com/hc/en-us/articles/4408829384986-Inserting-videos-in-articles-and-content-blocks  says below, it seems like maybe there's a way to use custom unsafe HTML embed code + `allowfullscreen` to embed the YouTube video instead of relying on Zendesk's article editor toolbar video method.  custom embed code  Related: https://support.zendesk.com/hc/en-us/community/posts/5379550100122-Native

We are in the process of moving all our printed manuals and guides to Zendesk Guides. However, we still have many customers who prefer a printed manual. If you just select print in the browers menu, the result is not good or usable. Is there a way to get a print article button on all articles?Something like this?

We have several ticket forms available to meet the needs of our business, and these same forms are available on our Help Center instance. Even though we have required certain ticket fields to be filled out (that are configured correctly), there is an issue in that '-' (essentially a null field) is an acceptable and submittable option, which allows you to bypass the requirement to select an actual ticket field that was configured in the back-end. The screenshots below show how the drop-down is configured in the Admin Center. Of note, even when a default value is selected, the null value '-' still shows up in the Help Center. Also, the preview from the Admin Center of what the ticket field will look like is misleading, because it doesn't show a null option as it does in production.   The screenshots below display what this field looks like on our Help Center, despite it being configured correctly in the Admin Center. I would love if you can fix this system error and remove the null

I am using zendesk dotnet sdk by justeat but when i try to search for the user or create user it gives me this error Error converting value {null} to type 'System.Boolean'. Path ‘results[0].two_factor_auth_enabled What I don’t understand is that it was working earlier but now it is causing this issue. I have gone through the sdk code they have not handled this case and expect only boolean value. Has anyone else faced the same issue, If so is there any fix or ill need to implement the service.

Hi, I've set up my project to open the help center when a button is pressed. My script is fairly simple await ZendeskSdk.InitializeAsync(config =>{    config.ChannelId = CHANNEL_ID;    config.Language = ZendeskLanguage.English;    config.MetadataValidationEnabled = true; });await ZendeskSdk.Instance.Home.ShowHomeAsync();  Works fine on Android and in iOS v16.6, but not on v18.5; the user gets sent to the chat instead.  Any ideas?

Does anyone know if there is a way to display Organization information directly in the ticket workspace? I am looking for something similar to the User essentials card / Customer context to display Organization notes + custom fields. I want it to be easily seen and available to agents. I have seen several workarounds, including making an internal comment via API call or having a trigger copy organizational fields to the ticket. However, I think it would be great if we had something similar to the customer context card . 

We're currently implementing a live chat integration using BYOC, leveraging the Sunshine API. One of the key features we're trying to enable is agent routing based on keywords—for example, routing a chat to the "Sales" team when a user mentions "sales".We understand that agent routing is possible if tags are passed to the ticket. However, in our use case, when an agent is available in Zendesk, we are using the Sunshine API to create a chat session directly. From what we understand, the ticket escalation happens internally during this process.The challenge we're facing is:How can we assign routing tags or keywords to the chat (e.g., "sales") at the time of chat creation so that proper agent routing can occur?We've been stuck on this issue for over two months, and any guidance or examples would be deeply appreciated.Thanks in advance for your support!When using the create chat endpoint, is it possible to include routing keywords in the metadata field of the request parameters? For exampl

Hi all,  I am having some issues trying to automate the “status” field based on the value selected for “call outcome”. Our organization wants to have a 1:1 relationship between the two fields, so “call outcome” and "status" will always be the same.  My confusion comes from the fact that “call outcome” isn't a lead field, but a communication channel field. Any help on how this would work is much appreciated. Thank you so much. -Nick 

We recently switched to Zendesk. And most of it is a really great experience. But one thing I still do not really understand:My in-app notification center is always empty.I do not even know how to name these. These are not browser notifications. These are something like in-app-notifications.1. What is the official name for these notifications?2. Why are they always empty? I do have updates on my tickets and I would like to open the ticketing homepage and see updates there. Instead I see updates down here (which is nice and good on its own but isn't what I'm searching for):