Discussions

Im having trouble getting the user input custom field in zendesk chat box to become the ticket title on zendesk support.

We are trying to send a webhook event in which a webhook is triggered  when a ticket moves to closed or resolved status. In the webhook event data we would like to include the tickets last comment from an agent (or even include an additional field that indicates what type of user the last comment was sent from. E.g. support agent, or the requester for example. Is this possible.  My attempt to do this is doing the following in the body of the webhook ```{  "ticket_id":"{{ticket.id}}",  "ticket_subject":"{{ticket.title}}",  "ticket_status":"{{ticket.status}}",  "last_agent_response":"{{ticket.latest_public_comment}}",  "closed_at":"{{ticket.updated_at}}"}``` Esentially I want to store in by backend service when a zendesk ticket is closed or resolved, what was the last comment left by a zendesk admin or agent that was visible to the end user / requester

Hi Zendesk Team,It’s currently not possible to reorder Zendesk views when they’re on different pages. This is a problem for us because new views for Tech Support land at the bottom, and we can’t drag them to the top unless they’re on the same page. Please consider allowing reordering across pages or giving an option to disable pagination when sorting views. Thank you!Sabine 

We attempt to enable Zendesk ClickUp sync and hit this road block where we are getting this message: Failed to import packages from Zendesk . We are going through following steps.Step 1: App Center > Zendesk SyncStep 2: Connecting to our Zendesk Account when prompted.Step 3: Failed to import packages from Zendesk   Please expedite the resolution process so that we can serve our customers more seamlessly.

Hello Zendesk community! I'm having an issue where Google search results from our Help Centers are not showing our custom favicon in the search results. It is showing the Zendesk default favicon. I have an open support ticket, but curious if others are experiencing the issue and if they have had any success in getting it resolved. I have followed the steps to request Google re-indexing and also refreshed my favicon files, but I'm still stuck with the default favicon.  I've searched for other Zendesk help centers in Google, and it looks like it is affecting some but not all help centers. For reference, something similar happened last year. Service Incident: Help Center incorrect favicon in multiple search engines.To be clear, I have a Zendesk ticket open. I am looking to see if anyone in the community has had success resolving it on their own, since the steps I've been instructed to follow have not yet had an impact.

Hi team,I followed the all the steps mentioned in the below documentation to generate the API tokenhttps://support.zendesk.com/hc/en-us/articles/4408889192858-Managing-API-token-access-to-the-Zendesk-API However, when I call the endpoint belowcurl --location 'https://{subDomian}.zendesk.com/wfm/public/api/v1/activities?startTime=1722105600' \--header 'Authorization: Basic XXXXX' \--header 'Content-Type: application/json' \--header 'Accept: application/json'I receive a 403 error with the message "JWT not found."Could you please help us understand the reason for this error and how to resolve it?  

I am curious as to why it seems to take 24 hours for records to appear in reports after they are input.  Additionally, when they do appear, some fields on some records are inexplicably missing.  Any info wouild be very helpful. Thank you.  

Hi all,I’m running into some odd behavior with the Zendesk Incremental Export API for ticket_metric_events, and I’m hoping to get some insight or confirmation from others or the Zendesk team.Scenario: I’m using the endpoint:GET /api/v2/incremental/ticket_metric_events.json?start_time=... When I set start_time=1735689600 (which is 1 June 2025), I get: ~3MB of data Pagination cursor (end_of_stream = false) However, when I use an older start_time=1646873940 (which is 10 March 2022), I get: Only ~192KB of data end_of_stream = true in the very first response This is confusing because: I would expect the API to return all ticket metric events from 10 March 2022 up to now, including all events in 2025 But that doesn’t seem to happen — I’m only getting a small chunk and no continuation According to the docs, the API should return everything with updated_at >= start_time What I've checked: The newer data does exist — it shows up fine when I start from 2025 directly I’ve reviewed the d

Hi folks, Almost every organisation attaches a standard footer to every outgoing email, that talks about having been scanned for viruses, being intended for a certain recipient, etc.  I have categories like “email” and “virus” for tickets about those topics.  The trouble is that the auto-tag system doesn't realise these footer/signatures are irrelevant to the actual email content.  As such, almost every ticket we have come in gets tagged with email and virus, regardless of what the user is enquring about.  As a result, our tags are pretty much useless. I'm sure I'm not the only one afflicted by this problem.  Does anyone have any ideas on how get the auto tag to ignore email footers/sigs? Helpdesk claims that “[ignoring footers/sigs] is not natively available in Zendesk” but it can be done via the API and suggested I post here.  

HiI have 3 forms and would like each one to have a different hardcoded Description. I have the following code already, but this is applied to all forms.Is there a way to assign a different description by form ID or name similar to below?  $('#request_description').val('System Access Form'); // Autofill description

Recently we had a mass-incident with the service we support. We quickly identified a simple workaround, and I created a Help Center Article with the workaround, created a Macro pointing to it for our Agents, and updated our “we received your request” autoreply to note the incident with a link to the Article.Now I'm looking ahead to the next time we have such an event. I would like to update my Help Center template to have a togglable “Hey, there's a major incident active. Go see this article” banner. Toggleable because I'm the only Admin who's remotely web-content savvy, and I want my co-Admins to be able to enable/disable this if I'm not around to monkey the page templates. I've figured out everything I need to do to implement (manifest updates for the toggle, date/message fields). What I haven't figured out is how to be able to specify the Article ID in a setting field and have it rendered into the banner as a link with the Article's title.Is this a solvable problem?

Some of our apps only use only read triggers:write  webhooks:write scopes, and do not have the full write scope. But, without write we can't do any POST requests, including the one that is required to obtain the refresh token. Is there a way to avoid having `write` scope? Or anything else I'm doing wrong?

As the title says, we want go somehow trigger an event outside of Zendesk using a Macro, or some other automation.  We are hoping to set up a system where when we set up this Macro, it then creates a connection to our software's API Is there some sort of tie in from Zendesk to external APIs triggered by a Macro or other trigger?

Hi All, I'm seeking assistance on how to autopopulate the description box based on the value of a particular custom field. This for when an end user submits a form. The custom field is a drop-down menu containing only 2 options The Description box has been hidden to let us customise the ticket description. This is my current code so far: $('.form-field.request_description').hide();if ($("#request_custom_fields_360025027158")=="OPTION A") {$('#request_description').val('Description 1');}else {$('#request_description').val('Description 2');} Any and all assistance would be appreciated.

Does anybody know how to adjust the text line break spacing (height) in a table, within a content block? (in yellow in below screenshot)Line-height in the Content Block code will only adjust the line height of a continuous sentence, but not an actual line break (enter/return) .Many thanks for any feedback!

Hi we’ve encountered a limitation in the Zendesk Help Center Search API (/api/v2/help_center/articles/search.json) that impacts our user experience and custom search implementation.Currently, the API only supports full word search, which means a query like:query=maquininha correctly returns an article titled “How to use the maquininha”.(Note: “maquininha” is a Portuguese term commonly used for card reader devices.)But when using a partial word like:query=maqui the same article is not returned, even though maqui is a clear prefix of maquininha.This behavior differs from the Help Center’s Instant Search, which does support partial word matching and would return relevant results for maqui. Why this mattersOur users often type incomplete or partial terms, and we are building a custom frontend where we rely on the API to return meaningful results. The lack of prefix-based search in the API means we either: Miss potential matches and frustrate users, or Need to build a separate workarou

Hello, When I create a public reply to a new ticket in Zendesk Support, an 11-character alphanumeric text string, with a dash after the 6th character, enclosed by brackets is appended to the end of the email in the requester's inbox. It doesn't appear in my Zendesk support ticket, only in the end user's email. This text doesn't appear in Channels > Email, HTML template, but is inserted after the  {{content}} <div> tag, before the close of the <body> tag, within its own <span> tag. What is the purpose of this text? View in requester's Gmail inbox: View of the email, with cursor highlighting:

Hello, We're using Zendesk's ZAF client extensively in our application, and our clients have recently started reporting that their ticket forms aren't being updated. Upon further investigation, we found out that the client.invoke('macro', 123) method stopped updating the ticket form, despite having such a rule in its actions. However, when I try to apply the same macro via the ‘native’ Zendesk ‘Apply macro’ UI, the ticket form is updated correctly, along with other fields. The documentation for this action says:Invoking a macro will have the same effect as if the user were to select the macro via the UI.And it worked like this for years, but suddenly stopped, and we haven't updated our app for a while. So I assume this is the issue on Zendesk API's side.

Recently, our team was looking for a way to show the time since an agent's activity within Zendesk (Support) for the current day. We weren't sure how to do this effectively, however we were able to piece together a report that shows exactly what we need! In this post, I'll go step by step on how we created the report:1. First, you are going to be working with the “Support - Updates History” dataset2. The “Update - Date” filter will automatically populate. The date can be set to whatever you like dependent on what data you're looking for, but for this specific example, we'll set it to “Today”. You'll also want to add another filter for “Updater role” and select the values “Agent” and “Admin” (unless your setup requires otherwise. 3. For your metrics, you'll just want to add the “Updates” metric and make sure it's set to D_COUNT. In your rows section, you'll add the “Updater name” and “Update - Timestamp” attributes. 4. This will give you a table that looks something like

I am looking for export the agent time-in-status data from a Zendesk API - at first I was directed to the Incremental Exports API, then it was confirmed that the time-in-status historical data does not actually exist for export and is only available in the Explore view. When can we expect an API to extract this data?

I am struggling to find a way how I could upload attachments to a ticket securely with my app.I can't upload an attachment with ZAFClient.Request() because it does not support the header Content-Type to be set as "application/binary", and therefore corrupts the uploads.So, my only option is to use for example the javascript function fetch to call Zendesk api where I can set the required headers. But because this is not the ZAF client, I need to add a header for authorization.There is no function to get an authorization header from the ZAFClient, and using Secure settings will not work because the code block where I need to set the authorization header is not in a ZAFClient.Request().My only option is to set the authorization header as plain text in the code itself. This is extremely bad and makes me nervous. Is there something obvious that I am missing, or is this really the only way to make this work?Here is my current working (but insecure) way of doing this:    &nbsp

We have a few different phone numbers, and we've set one up as a non-urgent request line that goes straight to voicemail. What I'm looking to do is have the voicemails from that line go to a different view than our other voicemails, to be actioned by our team leads only. Is this possible?

Any ideas on this one folks please? One of our when viewing a standard ticket is being met with the following error message: We have checked their profile and all seems to be in order Image below: Any Ideas greatly appreciated, Thanks all, Kevin.   

I’m trying to call the following API as per the documentation:POST /api/v2/tickets/{ticket_id}/satisfaction_ratingI’m using the Admin OAuth token that we obtain during integration (which works fine for creating tickets, adding comments, updating fields, etc). However, this token doesn’t seem to have the necessary permissions for this particular endpoint, and I’m receiving authorization errors.Is there a supported way to impersonate the requester (end-user) in order to submit satisfaction ratings via API? If so, could you please advise on the correct approach or required scopes?Note: same auth works for getting satisfaction ratings Error thrown by api: 

Bonjour,je souhaite développer une application pour mes agents permettant de visionner les PDF en pièce jointe de mes tickets dans la partie Support. Pour cela j'utilise l'API Zendesk pour récupérer les commentaires, je parcours les commentaires publiques pour vérifier qu'il y a une pièce jointe, si c'est un PDF alors je stocke l'url. Pour finir j'utilise PDF.JS pour pour afficher ce PDF. J'ai essayé en passant le content url, l'url, en utilisant un Blob intermédiaire en binaire, en texte. Je rencontre toujours l'erreur de CORS policy qui empêche la redirection de zdusercontent.com depuis mon subdomain.zendesk.com. Je ne peux pas utiliser de serveur proxy pour faire le middleware et ajouter le header obligatoire imposer par le client à cause de la confidentialité des données.  Est-ce que quelqu'un possède une solution à ce genre de problème ? Est-ce que des évolutions dans Zendesk sont dans la roadmap pour permettre ce genre de fonctionnalité dans le ZAF C