Discussions

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

Hi!I am looking for a way to retrieve either Department status (Online/offline) or Department Operating hours via REST API.  The problem is that Real Time Chat API agents/agents_online will retrieve that agents are online in a specific department even if the department is offline by the Operating hours schedule. Chat API /departments endpoint do not seem to contain these settings. Is there any way to: Retrieve current status of a department (Online/offline taking in consideration all factors that can affect it) or Access department Operating hours as set up in Chat --> Account --> Operating hours via REST API?  

Hi Zendesk Teams, We have noticed that Zendesk has recently enabled support for the OAuth 2.0 refresh_token mechanism,and we have implemented a fallback mechanism to handle expired access tokens and expired refresh tokens so we’ve been testing the implementation using Postman. Below is the response we received.Postman Request: Followed this step:  https://learning.postman.com/docs/sending-requests/authorization/oauth-20/#using-oauth-20Response: We have a few questions: In the documentation, the property is listed as expires_in, but in the actual response, we see expires_at. Could you clarify the reason for this difference? We observed that the expires_at field is returning null. Is this expected behavior, or is something missing in our request? What scopes are required for refresh token support? Currently, we’ve included read and write. Do we also need to add offline_access or any other scopes as part of enabling token refresh? Is Zendesk using the standard OAuth 2.0 flo

Hello everyone! I'd like to know if it would be possible to send bulk messages on Whatsapp via Zendesk? Actually, I'm not really sure if we can make outbound contacts via Whatsapp using Zendesk? Can you please advise? thanks!

Hi! I want to create a query that shows an individual agent's tickets solved per day over a week vs. the average tickets solved by agent per day in the entire group. How do I get the "Average Tickets Solved by an Agent per Day" metric?

I'm using Zendesk Suite. I tried to set up a view that would contain tickets with breached SLA targets. Here are the settings: However, this doesn't seem to work as 0 tickets are shown in this view. Explore report says I have 10 tickets with breached SLAs for the past month. Yet, they are not displayed in the view. Has anyone encountered such a problem? Do you have any tips on where I'm missing things?

I'm trying to get median calculated and it's always returning me 0 as a result. I found out that I have lots of 0 values in my data and I'd like to filter those out of the median calculation? I can do that in SQL but I couldnt find a way to do that in explore. Is there a way to do it?

So I have a group of Problems in a report that are pre filtered to a specific product. The dashboard shows a table with Problem ID, Subject and incident count. I have a filter for time and a filter for subject. When I click the dropdown to filter by subject it shows all subjects in the entire database, I would like it to only show subjects from unsolved/closed problems and if possible only show subject options that are available in the current data set based on the time filter. So if there were no incidents created for a problem within that time frame that problem would be excluded from the list and subsequently that subject wouldn't be available in the subject filter. Is this possible? I have looked into standard calculated attributes but am unsure of how to accomplish what I am trying to with it, or if its even possible. Any help would be appreciated! 

Has anyone figured out a way to enter custom date groups/ranges? I'm looking to create some reports but with the financial year and quarter being used on the X axis but struggling. I've tried creating groups for the months, and naming them Q1, Q2... but the idea falls over because our financial quarters overlap the calendar years (2022 May 1st to 2023 April 30th). Kind regards,  

I've created a custom metric to calculate the AVERAGE 'tickets updated w/ comment' as described here:https://support.zendesk.com/hc/en-us/community/posts/4414259028378-How-to-report-on-Average-ticket-updated-w-commentHowever, average is not a good measure due to outliers (for example, some days only working on 5 tickets due to short work day).  I can't find any info on creating custom median metrics - so just want to confirm whether this is possible or not? 

I am writing an automation to accommodate for rate limit errors - specifically 429s. In order to do so, my error handling needs to pull the [ratelimit-reset] property from the error message, then add a delay. However, without hammering the end point and causing whatever errors across the production API, I'm not able to test for real world results. Is there a way to test where you can manually trigger a 429 message without actually causing one?

Hi all! I just updated my help center theme from APIv2 to v4 in order to get greater form customization options. But I'm currently finding it more difficult. Hoping to find some advice.In particular, I need the organization field on the contact form to be hidden. The customer's default organization is fine to pass through. But they don't need to see other organizations if they're part of more than one.Ideally, it would be great if the field ID was added as a class for the div that contains each form field. But I'm struggling to make sense of the new js assets that are in the latest Copenhagen theme. Can anyone point me in the right direction for this?

Hi there,  I have a challenge out there for anyone who is savvy with Webhooks and Liquid Markup. We'd like to have a webhook extract an 8-digit number from the tickets subject and paste it in a custom ticket field when a ticket is created. The value will always be 8-digits and always be between two slashes, i.e.  “/12345678/”For example, if the subject of the ticket is: "Test Ticket Example /12345678/ New Request", then we want “12345678” to populate in a custom field when the ticket is created. I feel like this is possible with a webhook, but not sure exactly how to set it up. Thanks! Rich

We're trying to parse the Zendesk JSON ticket export file that we downloaded from the admin center.  The documentation article Why is my full JSON export not a valid JSON?, says the following:“While the file is not a valid JSON, each line within the file is valid JSON…” And later says… “Copy and paste the result into a JSON Validator, such as jsonlint.com, to see the format of the data.” Also, the export documentation says that the JSON export file has each line starting with…“{"ticket":{"id":....}}” …but we actually see… “{"url":"https://xxxxxx.zendesk.com/api/v2/tickets/12345.json","id":12345,” …which makes us think that something is wrong in the export file from our account. Additionally, when using tools like jsonlint.com, for many lines of the NDJSON exported file, I'm getting errors.  For example, I'm getting an error…Error: Parse error on line 1:...26T15:34:48.000Z"}},{"id":41234567889,"-----------------------^Expecting 'STRING', got

Is there a way for a  private side-bar app to detect if the current agent UI is in light or dark mode?Can we use Client.get to detect if the current agent is in dark or light mode?Also, is there a way for the app to detect when the display changes from dark to light mode, such as through an event?

We're actively trying to improve macro usage. Based on my reading here, especially https://support.zendesk.com/hc/en-us/community/posts/4409222613274-Tip-How-to-optimise-your-macros-usage-in-Zendesk and https://support.zendesk.com/hc/en-us/community/posts/4409222588698-Explore-report-on-macro-usage it seems like the best/only way to track Macro usage meaningfully is to edit our macros to ensure that each one adds a tag or tags indicating that a macro was used and/or which macro was used. Is it accurate to conclude that there's not another way to find tickets we have (or have not) used macros on, or to find macro usage by agent?

Zendesk does not provide a built-in feature to export large volumes of data across multiple users, tickets, or organizations. This creates challenges for teams that need to manage frequent data subject requests, conduct internal audits, or archive data for account offboarding and compliance purposes.To solve this, we’ve introduced Bulk Retrieval—a powerful new add-on available in the GDPR Compliance app. It enables you to efficiently export extensive datasets from Zendesk in just a few clicks.With Bulk Retrieval, you can: Export data related to lists of users, tickets, or organizations Choose your preferred file format: CSV or HTML Save significant time when processing multiple requests or large-scale exports If you have any questions or feedback, feel free to leave it in the comments.

Hi, I have created a trial account and I'm trying to test the bot feature, but when I click on Channels left menu I cannot see the Bot section. Do I have to activate something?  Regards.

I have added a date filter, however, the daily reports that are being emailed to the team are for stats for the last 30 days.  I would like it to display yesterday's stats, however I don't see an option to edit the date filter.  In edit mode, when I click on the date filter, I only see 2 check boxes (Allow custom ranges and Allow rolling ranges).  There is also the list of the Link Filters, but no option to edit the default date.

I want to know how many tickets a group assigned to a different agent group. In our organization, we manually assign tickets to other agents. Is it possible to create a report, wherein, you can see, which agent (or agent group) assigned how many tickets, to which agent (or agent group) in your organization. I think this is the type of custom attribute that I would need to put in place, but I'm not sure how to fill each variable.IF ([Changes - Field name] = "group_id" AND [Changes - Previous value]!=NULL AND [Changes - New value]!="0") THEN [Update ID] ENDIFThanks!

I use Zendesk for work. The “help” button now covers the Apply Macro section by default. To close it, I have to keep opening and closing it. How can I permanently close this? it is a truly painful annoyance. 

I am looking to hide specific dropdown values based on a form selection. We use a form by product approach and for a specific product we only want the option to select High or Urgent as the priority. Is this possible? 

Prerequisite:* Admin access Support & Guide* Default Copenhagen Theme* Turn-on anonymous ticket submission* Custom form* Custom fields editable by end users Steps:1. Go to article_page.hbs2. Paste html code (a) in line 1623. Paste script code (b) at the bottom4. Go to style.css (c) then add css code at the bottom5. Publish the changes and test your new theme in Incognito mode   a. HTML - replace subdomain, change the options, values, and spiels as needed {{!-- Article Feedback --}}    <form class="request-form hide" id="article-vote-down-form">        <label for="reason">Sorry about that! What was the issue?</label>        <input type="hidden" value="Article feedback: {{article.title}}" class="hide" name="subject">       <input type="hidden" value="https://subdomain.zendesk.com/{{help_center.url}}/articles/{{article.id}}" name="url">            &nb

Hi Zendesk Team, I’d like to request an enhancement to the ticket comment display in Zendesk. Currently, comments are shown in chronological order (oldest to newest), which makes it cumbersome to scroll to the bottom for the latest updates, especially in long discussions. Would it be possible to add an option to display the most recent comments at the top of the thread? This would significantly improve usability for agents who manage high-volume or long-running tickets. Is this functionality something that's on your roadmap? I’d appreciate any updates you can share. Thank you,Sabine