Discussions

Hi Team, We are planning to build a data connector for Zendesk Workforce Management, but we need the official API documentation, including complete authentication details. Could you please help us with this?Thanks,Vinod

Hi Community,I’m looking to deploy a Zendesk Chat Bot integrated with Microsoft Teams to enhance our internal support process. My goal is to enable employees to interact with the bot directly in MS Teams for basic queries, ticket creation, and updates.Here are some specific areas I’d appreciate guidance on: Deployment Steps: How to integrate Zendesk’s bot with MS Teams effectively? Authentication: Best practices for secure authentication between MS Teams and Zendesk. Customization: Any tips for tailoring the bot's responses and workflow for internal support? Limitations: Are there any limitations or common issues with Zendesk bots on MS Teams? Additional Resources: Links to documentation or tutorials for this integration would be amazing! If anyone has implemented this before or has insights, please share your experience. I’d love to hear your recommendations or any potential pitfalls to watch out for.Thanks in advance!

Hi Community,I’m looking to deploy a Zendesk Chat Bot integrated with Microsoft Teams to enhance our internal support process. My goal is to enable employees to interact with the bot directly in MS Teams for basic queries, ticket creation, and updates.Here are some specific areas I’d appreciate guidance on: Deployment Steps: How to integrate Zendesk’s bot with MS Teams effectively? Authentication: Best practices for secure authentication between MS Teams and Zendesk. Customization: Any tips for tailoring the bot's responses and workflow for internal support? Limitations: Are there any limitations or common issues with Zendesk bots on MS Teams? Additional Resources: Links to documentation or tutorials for this integration would be amazing! If anyone has implemented this before or has insights, please share your experience. I’d love to hear your recommendations or any potential pitfalls to watch out for.Thanks in advance!

I have a Trigger setup to take tickets where a specific Macro was used and set a Due Date field to a number of days later.  We have tickets toggle back to open when the Due Date is Today's Date.Our customers are all businesses though, is there a way to set it to a number of Business Days from now? Basically the same option as below but "Set to a number of Business Days days from now" instead.If not the only thing I can think to do is make our automation that opens the ticket to only set them to Open on a business day. 

Hi all, I've noticed that when other support groups re-route tickets to us by changing the Assignee to our support Group, our triggers don't seem to run. The only condition I have in the “Meet ALL” list is Ticket > Group | Is | My Support Group. The triggers seem to run fine whenever patrons email our support email address directly, but not when tickets are received elsewhere and then re-routed to us.  Can anyone help remedy this? Thanks in advance.  

Hello Zendesk Support Team,We are currently developing a live chat integration using Zendesk. During implementation, we discovered that the system only synchronizes the last 10 historical messages to the Zendesk ticket through pass control. Unfortunately, this is insufficient for our needs — we would like to synchronize historical messages based on a specific time or date range.We’ve found a workaround: after a new ticket is created by a client, we can search for that ticket and insert the desired historical messages as plain text. However, this process is&nb

Hello, Can someone help me please, I am trying to change the colour around my sections on my front page from white to the color below but it keeps default back to white. I adjusted my CSS to update the border color but it does not change. For example I put yellow on the below reverts back to white. .blocks-item { border: 1px solid yellow; Thank you.Anton 

Hi All, I'm trying to find an optimal way to determine how long a ticket stays unassigned within a certain ticket group, on average.  The workflow is as follows: 1.  Ticket submitted2.  Ticket picked up by Tier 1 Support3.  Ticket escalated to Tier 2 Support (group level, unassigned)4.  Ticket is assigned to, or picked up by, an agent within the Tier 2 Support ticket group I'd like to determine the average time it takes to get from #3 to #4 for all tickets daily.

Hi, I am trying to figure out a way to accomplish this and would love some help.We have Macros for Agents to use to pass tickets from one Group to another. These Macros help to adjust the ticket to transition between teams. However, we've found that Agents will avoid using this process and instead manually adjust the Assignee to a different Group, specifically a speicfic person instead of using the macro and its triggers to do its thing. I've tried toggling off "Assign tickets to any group" on the Role level, but this also prevents Agents from using the Macro to change the Assignee. It gives them this error message: We need to allow Agents to change Assignees to anyone in their own Group, but only assign outside of their Group through the Macro. How is this possible?

Our software utilizes maps and we often receive requests to update the GIS data (i.e. this street name changed. this steer is bi-directional on the map, but it is a one-way street). We'd like to create automation around these requests, so I created a custom intent. However, we also receive many other requests related to things that involve plotting addresses, routes, stops, etc. The custom intent is understandably being applied to both types of requests despite my attempts to include exclusionary statements in the intent description.  Has anybody found an approach to making custom intents distinguish between requests of different types that may use similar keywords or phrases? 

I want to know if there is a way where we can use the Zendesk API to extract the entire ticket data including the conversation and then Analyze ticket conversations to extract: What went well What’s pending  Ideal timeline  Next steps  Client confidence level  And then Generate a summary report in Excel with all key insights, ready for team review. 

When a customer emails in, their email subject becomes the ticket title. I'd like to copy that Ticket Subject into a custom field when the ticket is created. I've tried writing “Subject” and {ticket.subject} but neither reference the ticket subject. Picture included:

  Hi How do I change the column widths please? I need all of these columns. I need to see all of them at the same time, so having a scroll along the bottom of the screen is not acceptable. When viewing this on my laptop screen, the text is only about 3mm tall!    Thanks in advance  ;)

Hi - We have multiple macros with a subject line written as part of the triggers/actions such as this one.Set subject > [Subject line we set] When we send out proactive tickets using any of these macros, it doesn't follow the subject line we set in the macro's trigger/actions, instead, it shows the first few sentences of the email body. The same thing happens when we freehand an email and set a subject in the Subject field prior to sending the email. Anyone who can help me figure it out? We've gotten feedback from customers who said our emails are confusing, I think this is the reason why.  

I'm not finding how to have a Welcome email sent to a new user when that user is created via a REST call to the API. It seems that it should be possible, according to this blurb  Note: Before you begin creating users through the API, make sure to configure your account settings in Zendesk Support to get the results you want. For example, do you want to send welcome emails automatically to the new users? from here. Any guidance? Thanks in advance!

Hi Devs, I'm trying to add Zendesk Trigger node on n8n platform and I'm using OAuth2 method, I have created a OAuth client under Apps and integration> APIs>Zendesk API>OAuth Clients. Entered Unique identifier, Client kind=Public, Redirect URLs (Got from n8n node), and secret key was generated. When I use these creds under Zendesk Node on n8n while adding OAuth2 creds I get error saying Invalid Authorization Requestinvalid_request The request is missing a required parameter, includes an unsupported parameter or parameter value, or is otherwise malformed.What am I missing here? 

Hi Zendesk Developer Community,We're developing a Zendesk App Framework (ZAF) v2 application that allows agents to send an email-type side conversation from a ticket, including attachments that already exist on that ticket.Our Workflow: Fetch Ticket Attachments: Our ZAF app (running in the ticket sidebar) successfully fetches all comments for the current ticket using client.request({ url: \/api/v2/tickets/${ticketId}/comments.json` })`. Extract Attachment Details: We parse the attachments array from each comment, collecting unique attachment objects (which include id, file_name, content_url, etc.). User Selection: The app UI displays these attachments (filename and size) with checkboxes, allowing the agent to select which ones to include in the side conversation. Construct Payload: When the agent submits: We gather the numeric id of each selected attachment. We construct the payload for the POST /api/v2/tickets/{ticket_id}/side_conversations endpoint. Based on API error feedback, w

Hi support team, I'm using your widget embed in my platformI have a Contact Us form, and I can prefill name and email programatically using zE.identify function, but I have a field called “How can we help you?”  and I don't know how to prefill it programatically ? Can you guide me please? FYI: 1/ I'm using classic widget 2/ I don't want to use sending ticket form via API, the goal is, when our user click a button that outside of this widget, we still can open this form with every field is already prefilled.  

We recently worked with a client in Zendesk to separate multiple issues on one ticket into multiple tickets. They raised a really good point: When we split a ticket, the parent ticket ends up with the wrong subject and fields. It’s hard to follow what happened initially.So, here’s what we did, and maybe it'll help others who run into the same problem.Zendesk’s default behavior when splitting a ticket: The parent ticket keeps the newest subject line and CCs set up from the moment just before the split. If you split multiple times, the original ticket gradually loses its original context. Over time, it becomes hard to understand what the original issue even was. We added logic to: Track the ticket’s full state (subject, CCs, priority, etc.) before each split. Revert the parent ticket to that state immediately after the split is done. It now works like this: If a ticket went from Subject A → B → C A split at C rolls it back to B A later split at B rolls it back to A To properly roll bac

Hi team,In my user sidebar app, I'm trying to add handlers for events such as an update of the ticket requester.My app duplicates some of the default user sidebar fields such as Phone and Locale.I noticed that if I switch to the user sidebar, change the user's locale, then switch back to my app and try to update the requester (with a test button), I receive an outdated requester json where the locale is the one that requester had before the change.// We've changed the ticket requester's locale from English to Spanish // and clicked the button to get refreshed user data: const testButton = document.getElementById('test-button'); testButton.addEventListener('click', async () => { const freshRequesterId = (await client.get('ticket.requester.id'))['ticket.requester.id']; const refreshedRequester = await client.request(`/api/v2/users/${freshRequesterId}.json`); console.log('refreshedRequester: ', refreshedRequester); // refreshedRequester json shows user locale is still Engli

Hello,  we are using a dropdown field for a list of all of our customers and the list grew to over 200. Is it possible when ticket is submitted, to search for the value (name of customer) by pressing the first letter of their name and be taken there? 

When a user, e.g. abc@abc.com, has an existing ticket ZD:123456, irrespective of the status of that ticket (open, pending, close, etc.), and the same user using the same email: abc@abc.com to send another request to the support address with a slightly different email subject and content. Instead of creating a new ticket for the new request, it somehow got consolidated to the existing ticket i.e. ZD:123456. Why is that and how can we avoid that from happening, apart from asking the user to use a completely different email subject each time they contact us?

I'm using zE( "messenger", "loginUser",…) to authenticate users, and I get a null back from loginCallback, so the user should be authenticated. But when the user opens Live Chat, the user is asked for email address and name. For ‘Creating email identities’ I've selected ‘Use both verified and unverified emails’. Why does the user have to enter email address + name?

I was wondering if anyone has set up a PIN validation system for Talk. I understand the IVR feature doesn't natively support this. But what I basically would need is: VIP customers are given a unique PIN code to be able to get in touch with our phone support team The VIP customers would call one Talk phone line and the IVR system would ask them to enter their PIN Zendesk would make an API call to check the PIN code against a list (Could it be from a Google Sheet?)  If the pin doesn't match, it gives a standard "Sorry, your pin number is not recognized, reach out to us via support@support.com) If the pin does match, then the call is routed to a specific Zendesk group ID according to the info on that list. I can't tell if one of the variables here would be useful for this: https://developer.zendesk.com/api-reference/voice/talk-api/ivrs/ Has anyone else set up something like this? Any tips would be appreciated!

Hey all, We just moved to Workspaces and enabled messaging instead of chat. As a start what are most of you monitoring after building your decision trees?  I am however looking for the following as a start (The canned dashboard isn't helpful):  Ability to drill into flows. Eg. if a customer clicks Billing and Payments, need to see what most of them clicked next Drill into what flows were resolved by the flow and not transferred to an agent