Discussions

Hello, I was searching around but could not find a good start. My intention is to create an app that sends an HTTP request to our alerting service when a ticket is created (or updated, or closed). I tries this one: var client = ZAFClient.init(); client.on('ticket.save', function(data) {sendAlert(data);return true;}); However, this never gets called. When I use this instead, it works. client.on('*.changed', function(data) {sendAlert(data);}); But it is only called when I change certain fields and not when I create a new ticket for example. Is there some sample code for achieving the above? Or, can you point me in the right direction.  Thanks a lot Ron  

I want an api endpoint which is solving the problem stated below: I want to show those tickets/requests which are associated with particular email id and only those tickets will be shown whose status is opened.

Zendesk support suggested to post this feature request here. There is an option in each ticket merge to inform requesters and people in CC about the merge of the ticket. There is the option 'Requesters and people in CC can see this comment' for both tickets. This option is enabled by default (see the blue check marks in the attached screenshot). Is there any way to NOT have this option enabled by default? In our case we need to manually deselect this option each time a ticket merge is necessary.

TLDR; I'm getting a 405 error on the redirect step after the authorize step. Trying to figure out why.   I'm following the instructions here (https://developer.zendesk.com/documentation/apps/app-developer-guide/using-the-apps-framework/#authorization-code-grant-flow) and I'm essentially on the step where the application is in the install process and you just need to OAuth authenticate:

Hi team, After developing the app, we tested locally using "zat=true" all the features of the App were working fine but when the same app installed as private app, the azure api which used for authorization throwing error  as "Access to XMLHttpRequest at 'https://dev.azure.com/xxxx/_apis/projects?api-version=6.0' from origin 'https://xxx-xxxxx.zendesk.com' has been blocked by CORS policy: No 'Access-Control-Allow-Origin' header is present on the requested resource. " Thanks, Suman

Hi everyone! I'm very happy that there is such an amazing community. I have a question about the CSAT survey in the requests themselves. Has anyone created them? Is it possible to make a CSAT survey in the requests with a default CSAT? I mean that I want to make a feature that we will work in this way: An agent solves the ticket, then in several minutes CSAT survey will be sent in the same ticket with the phrase like 'thank you for contacting us, rate our support and blah-blah-blah using two options:1 - helped 0 - didn't help I guess that it might be more productive than a separate letter in several hours. If I miss the same topic (but i've looked for them), please share them. Thank you in advance! 

Hi All,  i am looking for customised API to run and export events of all the closed tickets. any help would be appreciated, Thanks

As of 2 days ago trying to set initWithName on ZDKVisitorInfo causes the chat not to work. The same issue is present if ZDKChatFormConfiguration is set with initWithName ZDKFormFieldHidden. Chat works fine with name set to NULL and the field required or optional in the form, but if the name is given, it does not connect to the chat. Also if the name is not given and the field in the form set to ZDKFormFieldHidden it also no longer connects. This started 2 days ago in prod apps and I suspect it's an issue in either the SDK or server. I cannot find actual support so posting here.

Is there a way to import new contacts and update contact info for existing contacts in zendesk sell using an API and python wrappers?

We currently have two teams that can receive tickets via text. Is there a way to differentiate the response based on the number texted? Right now I have a bit convoluted method of basing it on the group rather than the number. Thanks!

Is there a way to use the api to automatically produce a ticket if an error occurs in some of our product's software? Essentially creating a ticket before a user has too.

Hi, I would like to know if it is possible to set the App widget area size when we load the panel. I have seen the 'Flexible' Property in the Manifest File for responsiveness. Even though we have the option to resize, is it possible to set a fixed width for the app widget area when we load the iframe? Also, Is it possible to create a popup outside the app widget area when we click on an item in the app content?      

I am trying to create calculated metrics with the following two conditions. one for a specific ticket tag and the other is for the satisfaction rating with Good, but the data does not return the correct value. IF ([Ticket tags]="escalated"and [Ticket satisfaction rating]="Good") THEN [Ticket ID]ENDIF Is the metrics are set wrong in this case?

After creating ZIS bundles, how can I get the bundles? I'd like to know what bundles are registered in my zendesk. I could find only upload/update API. I could not find APIs or admin UI to list.https://developer.zendesk.com/api-reference/integration-services/registry/bundles/

Hi,  How can I identify if a call ticket has a recording? is there a way to add a Tag to filter those tickets? Is there a way to hide those tickets for agents, as we do not want them to see the recording? Any workaround is appreciated. 

Hi,  We want to hide call recordings on tickets to agents, how can we do that, is there any workaround to filter those tickets? or any app in the marketplace that can help? Thanks for any suggestion

  I'd like to setup an SLA that applies to faulty equipment and the time in which a replacement device ships (called an RMA). So if we determine an RMA is required, we have 24 business hours to ship a new device. We often ship within the same day. I would like to structure an SLA around: 1- if it is monday to friday and an RMA is detected before 12pm CST, the device should be shipped same day. 2- If it is after 12pm or on weekend, a device should be shipped the next business day.

Some tickets are correctly assigned to a group, but when we check on Explore report, the group attribute is blank/Null. Most of these tickets have been assigned for more than 2 days, so I believe that is not an issue of dataset update time. Is there any suggestion to solve this problem?  

Hey Zendesk Community, My app, Udemy, mysteriously stopped allowing users to send Zendesk support tickets, with no known code change in the app's Zendesk facing code. Six months ago, I faced the same exact issue  (https://support.zendesk.com/hc/requests/6700021 - previously deleted by Zendesk for some reason) and discovered one of the non-null custom fields was being populated with a null. Now, it's the same issue but a different cause.  Here are the logs from enabling logging (Logger.setLoggable(true)). You can see a 422 error with no message about what specifically is broken. D/RequestActivity: Waiting for attachments to be uploaded. Message Id: 5871469887153719211D/RequestActivity: Notify if finished. Listener: zendesk.support.request.ActionCreateComment$1@25a9b62, isUploadFinished: trueD/RequestActivity: Attachments resolved and uploaded. Message Id: 58714698871537

I would like to have a distinct ticket that has 3 fields on it. These tickets would be generated through the email channel. I don't want to have another form on my form page. Am I able to create a ticket like this without creating an associated form, else would I need to create a form and then hide it from the forms page with javascript?

Language localisation has been integrated my app. We are having English and Arabic.How to pass arabic language code "ar" to Zendesk iOS SDK?

When a customer responded via an email for a closed support ticket email thread, then the Zendesk is opening a new support ticket as a follow-up ticket for the older one. But the customer sends a thanks response note. In this case, we should not need a new ticket. So how to avoid it? 

I want to set a trigger that when an agent select in the side conversation window "Mark as done" the child ticket will be automatically set to solved. Is there a way?  I can not figure out what conditions to select. Trying the condition Ticket: Side Conversation - is - Closed doesnt work for the child ticket only for the Parent ticket.  Any workaround idea?

Hi everyone I hope I'm not duplicating a question already asked here but I've spent the last hour or so searching and can't find anything that helps me. We recently introduced Answer Bot into our Help Desk and while it's been a huge help, it has thrown up a bit of an issue - essentially, when AB fires on a submitted ticket and, suggests at least one correct article, we regularly don't get any further response from the requester. In some cases, we can see they have viewed the relevant article(s), in some, they haven't viewed any articles but we know that at least one contains the answer. I'm just wondering how other people deal with this scenario? Our current thinking is to create a trigger that goes off a few hours after the AB suggestions are shared and attempt to elicit a response. I'm concerned, though, that this solution is tip-toeing close to something akin to spamming, with a second automated reply and potentially still no resolution for anyone. Our altern

This is probably a dumb question, but I'm not finding the answer in the docs.  If I have multiple clients, how do I set the the department, with the web sdk, so that chats get routed to the right agents?  Or so that the agent knows which client they may be answering questions for? I see where to set the name and email, but department says it is not whitelisted. If that adds any clarification for anyone.