Discussions

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):

Hi all, Is it possible to select by default the Articles type on the search results page (instead of All types)?  We're finding in our help center that most users don't even know to select the Articles type to show the By category subfilter. We didn't even realize that function ourselves when we were building the help center. It's just not intuitive. If Articles is selected by default, users will always see the categories. Thanks

We've been getting this crash in the Smooch Android SDK for some time now:          Fatal Exception: java.lang.NullPointerException: Attempt to invoke virtual method 'java.lang.String io.smooch.core.service.SmoochService.l()' on a null object reference     at io.smooch.core.f.c(SourceFile:1)     at io.smooch.core.Smooch.getAuthorisationToken(:2)     at io.smooch.ui.fragment.ConversationFragment.onCreateView(:54)     at androidx.fragment.app.Fragment.performCreateView(Fragment.java:3119)     at androidx.fragment.app.FragmentStateManager.createView(FragmentStateManager.java:577)     at androidx.fragment.app.FragmentStateManager.moveToExpectedState(FragmentStateManager.java:286)     at androidx.fragment.app.FragmentStore.moveToExpectedState(FragmentStore.java:114)     at androidx.fragment.app.FragmentManager.moveToState(FragmentManager.java:

When there is no network connection, ZendeskSDK throws something like this:ZendeskSDK.ZendeskError.failedToInitialize(error: Optional(ZendeskSDKHTTPClient.HTTPError.requestFailed(error: Error Domain=NSURLErrorDomain Code=-1009 "The Internet connection appears to be offline." UserInfo=As you can see, this is a custom error containing another custom error which in turn contains an underlying error. The problem – these errors are not exposed by the sdk, meaning that developers are not able to write code which would check, for example, if the issue was caused by the network error or something else.1) Why would Zendesk developers not expose errors to developers? This is literally the first time I see anything like this in the SDK2) How on earth are we supposed to parse these?

Hi all, In order to properly redact attachments after a few weeks of having a ticket closed, we use the api/v2/comment_redactions/:comment_id endpoint.This works fine for all attachments, untill the attachment has a space in the filename.The only way to redact attachments on closed tickets seems to be this endpoint, using the `external_attachment_urls` parameter (See https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_comments/#redact-ticket-comment-in-agent-workspace)Does anyone have this working with filenames with spaces, or is it a bug on the Zendesk API? Example request:PUT https://****.zendesk.com/api/v2/comment_redactions/8485325541917JSON payload:{"ticket_id": 237553, "external_attachment_urls":["https://*****.zendesk.com/attachments/token/Qqa********d7sVk/?name=Template+invoice.pdf"]} Things i already tried: Replace the + sign with a %20 Replace the + sign with an actual space   Thanks in advance!  

Hi, Our Jira user would like to hide the "Zendesk Support" section in a Jira issue.Do you know how to hide the section?Thanks.

We lost the ability to export a individualy report from a dashboard in the new migrated dashboard. The export option is not showing on the widgets like before. 

I've read the Submit your app document and the Setup a paid app or theme document but I'm unsure if an integration app (marketingOnly) can also be set as a paid app on the marketplace, so that Zendesk handles billing for the application as it would with a non-integration app? I understand i could setup my own billing inside my integration, but I would prefer to use the built-in marketplace billing if possible for ease of use for customers.

Hi everyone,I'm wondering if there is a way to search for all the new tickets with the following conditions:New ticketsSpecific GroupVoicemail ticketsVoicemail lenghtSo far I know how to do until the 3rd point, the search would be status:new group:example-group  Voicemail fromHowever, is there a way to include in the search the length of the voicemail, so I can seacrh for only voicemail of 1 or 2 seconds long?Thanks for the help,Rick

Tried creating a trigger to autoclose solved tickets if a user responds to say thanks, would not work with “Misc::Thanks::Thank you” intent as it is only available for AnswerBot and Messaging channels. Zendesk support advised they are developing an Intent dynamic prediction, which allows update the intent based on the most recent messages, so this would allow us to perform the close solved tickets if user replies with thanks use case, however this is not available yet and no ETA. Any further information on when this will be available on email channel would be appreciated.

Observation: We have not identified a way to configure maximum deadlines for actions such as an agent disputing a review or for a review to be marked as "seen" by the agent. Analysis: We actively searched for settings that would allow us to establish time-based rules for the QA process stages. The documentation explains how to perform disputes and how review time is measured, but it does not offer options to define and automate deadline controls for these actions. The absence of this functionality makes it difficult to manage internal Service Level Agreements (SLAs) for our QA process. Request: Is it possible to configure deadlines for the review, feedback, and dispute stages in Zendesk QA? If not, is there a recommended workaround for managing these timelines?

Observation: We were unable to configure a custom, multi-level hierarchical structure, such as "Agent > Leader > Manager," using distinct roles with escalating permissions. Analysis: The Zendesk QA documentation describes a set of predefined roles (Admin, Manager, Lead, Reviewer, and Agent) with specific permissions. Although the broader Zendesk platform allows for the creation of custom roles, we found no feature within the QA module that supports the creation of a custom hierarchy. The permission structure appears to be fixed, preventing us from replicating our team's organizational chart. Request: We would like to confirm if creating custom hierarchical levels, such as the "Agent > Leader > Manager" model, is not currently supported in Zendesk QA.

In the parent form, there should be an option to select the ‘respective group’ (which already exists) and a ‘Description section’ so that side conversations are created automatically instead of needing to raise them separately. This will save time and improve the ticketing system, allowing agents to process tickets more quickly.

Ask: What methods do you employ to improve email ticket triaging based on product (or other ticket properties) when using a shared email address that covers multiple multiple products? Context: Many of our customer still utilize email regularly to contact support. We mostly use separate brands and email addresses for each of our products. However, we have two product groups for which we did not want to require users to juggle multiple product-specific email addresses, so those groups use a shared email address for multiple products.  We want to improve our ability to automate triaging of these email tickets by product. We currently employ a few very limited keyword based triggers and an entity detection field, but there is a lot of overlap in terminology between some of these products. Our other challenge is that our users and orgs are not currently clean enough to route based on a user or org field.  I would love to hear about ways in which other teams may hav

The Problem  We found ourselves breaching on SLA tickets in which we wouldn’t consider to be a true breach. For example, let’s consider the following scenario: Customer writes into Support Support confirms it’s a bug & escalates it to engineering Support lets the customer know we’ll be back in touch by EOD Friday with an update Customer responds and simply says “thank you,” triggering the Next Response SLA target Since the customer didn’t ask any additional questions and we’ve already communicated clear next steps, the customer isn’t actually expecting a response back from us immediately, yet the Next Response SLA Target is. We could send a public response back to the customer that says something similar to “Of course! We’ll be back in touch shortly.” But what happens when the customer responds back to that email with yet another “Thank you” message? All of a sudden, we feel caught in the middle of a “no, you hang up” scenario. The Goal  We wanted a way to be able to