Discussions

Greetings!I have been working to understand ZIS and implement a couple of bundles and I have a few questions I can't find any references to or the references are not working for me.1. How can the value of a variable be exposed during debugging? I have seen references to zis:common:log but that doesn't work when I try it. Is there something that can be put in a "Type": "Succeed" or "Type": "Failed" action? Or what is the best practice here? Can you give an example? I am aware of the ZIS Playground and of the Integration Log, but often what I am trying to track is not just showing up there.2. How can the value of a custom field be accessed, i.e. what is the syntax? I worked with a couple of references and tried this (I am working with the ticket created event):"Parameters": {      "expr": ".ticket.custom_fields[] | select(.id == 17336016451101) | .value ",      "data.$": “$.input.ticket_event”    },but I g

this is your wiki https://developer.zendesk.com/documentation/classic-web-widget-sdks/chat-sdk-v2/android/quick-start-chat-sdk-android/#getting-the-zendesk-chat-account-key.   and I step one by one ，but  I can not find Acount Key  in help center. when I click this button , can not find account Key, why?   

Hi Everybody! I have a Help Center theme that was edited some time ago to hide one specific form from all users, except the members of a specified organization and has been working fine ever since. But things evolve and we now need to hide two forms. One from all but one organization and one from all but two organizations. However, the new code I have in place isn't working correctly and I'm not really sure why. But I'm a real novice with HTML so that's not really all that surprising. When the new code is added to a test template and the preview is run. It does not change the visible forms and appears to still be using the code that is currently in the live theme. I have also swapped the live theme after hours to confirm that it was not a buggy preview feature. But the behavior was consistent. The new form is not visible despite the account used for testing being an administrator and in the correct organization. While the old form was still visible

Hello, I would like to make the article title a hyperlink in some instances instead of an article with clickable links.  In the example below, I would like "Apply Here" to go directly to our website instead of having to open that then clicking. Is that possible?  Thank you in advance.

I have a custom User field name Oilsoft ID. I have a custom Ticket field named Oilsoft ID. I want to inherit the User Oilsoft ID into the the ticket Oilsoft ID upon ticket update if there is not already a Ticket Oilsoft ID present. I have tried to do this with a trigger as follows:Meet ALL conditions:Ticket>Ticket      Is   UpdatedTicket>Oilsoft ID   NOT present Actions:Ticket>Oilsoft Id    {{ticket.requester.custom_fields.oilsoft_id}} But the Action simply put the the literal “{{ticket.requester.custom_fields.oilsoft_id}}” in the Ticket Oilsoft ID field. This seems to indicate that placeholders can't be used here.So how else could I achieve this functionality?  

We want to track total average response time (not just avg first reply time) for a subset of tickets (Plan type = custom field) How would we build this in Explore?

How to build Help Center looking like this?How to add/make the buttons work?The required feature is active buttons. It is an example taken from whatever web. 

Hello I want to add a notify action to a trigger. On the new ticket, I want to send an mail to the assignee as main recipient(as TO), and all the followers will be at the same email under CC Do you know how I can do it? Thank you

Hi! I am trying to figure out how to hide a specific ticket form from the submit request page. I had followed an old post (https://support.zendesk.com/hc/en-us/community/posts/4409217680410-Hiding-a-ticket-form-on-the-submit-a-request-page), but that solution is no longer working. Does anyone have an alternative solution to DOMNodeInserted that works? I'm new to coding and struggling to find a solution that actually works. 

We have an interesting situation that is causing us some grief. We support students and educators. When they fill out our support ticket forms, they see a field that says "subject". To most users, this would seem to be the subject of their issue report. But for our users, a huge number of them think it's the subject they are studying or teaching in school.  This means that we receive an inordinate number of tickets with the subject "math" or "english" and nothing useful that we can work with in our various reporting and tracking needs. I realize that the "subject" field is a system field that cannot be altered via the Zendesk admin interface. However, I know that in the past I have seen creative solutions posted here that take advantage of code to make alterations to many parts of the interface.  However, all my searches are coming up empty on this one. Bottom line: I am looking for a way to change the field title "subject" to something

We would like to be able to add 1) formatting, 2) bullets, and 3) Hyperlinks to a ZD category or section.  Is there a way to do this?

Is there a way to run a report for tickets that do not have a transcription? We have a backlog of tickets and many of them have a voicemail that does not have a message or transcritpion. We set up a trigger to auto close the tickets going forward that do not have a transcritpion, but I need to run a report for the existing tickets. 

Has anyone found a good way to organize these tickets that are linked together? The way we operate is for every product bug or product enhancement we have 1 problem ticket that is under our internal org, and then we link all client tickets to that problem ticket (as they are incident tickets). I would like an easy view or report that allows us to quickly scroll through, per product (which is specified in a field on the tickets) what problem tickets we have out there, what the subject is of the problem ticket, and how many client tickets are linked to them.  I followed this article, which starts to get me where I need but I don't know how to group by product or surface problem ticket subject on it - https://support.zendesk.com/hc/en-us/articles/4408833663514-Explore-recipe-Top-problem-tickets-by-unsolv

Our Zendesk application connected to Twitter and sometimes our customer send image via Twitter DM. In Zendesk the image url will be shown as https://{subdomain}.zendesk.com/twitter/proxy/authenticated_image?conversion_id_str={conv_id} We try to get the image by API call (to automate things). We already use Basic Authentication with user and password. But we always get this response saying that we are unauthenticated. If we try it in browser, we are able to open the image. Do you have solution for this Zendesk team? Thanks 

We need to use the “custom launcher” for Zendesk Messaging widget, but the instructions in the dev guide don't say where to put the “show” or “open” commands. We have tried everywhere and nothing happens. Zendesk's Support says to reach out to community, but I don't see instructions here either.  I know zE('messenger', 'show'); needs to be in our Zendesk hosted Help Center, but where do you put it? We've triead so many places, but still nothing happens and the widget dissapeared 

Hi,  We have a Zendesk instance with SSO via Azure Entra Id. We are in the process of migrating all users to a new Entra Id instance hence the SSO to Zendesk will change to. Is it possible to “re-map” Zendesk users and history to their new Entra Id?

Explore Recipe: Looking to get the top 10 multi-touch tickets by issue type for the last month Goal: Reduce multi-touch tickets by type

I am trying to use helpText and placeholder in the manifest.json parameters, but it is not working.Does anyone have a solution? Please help me!Thank you!

Hi All We use a global forwarding system from our server to the “get base” email address so that we capture all emails from the company to clients.  However, it is capturing and creating contacts for non-customers - for example, internal emails between staff. It creates a “Contact” for every single email address, even if it is not a customer on Sell, and stores all the emails on the platform.  Is there a way to stop the system from creating a contact for specific email addresses? 

The label "jira_escalated" is automatically populated when a JIRA ticket is created from Zendesk. It would be nice to remove this. All the research I've done has shown this is hardcoded?

Can we invite an outgoing call with a third party softphone application instead of the integrated Zendesk Talk, e.g. by calling of a tel- or callto-link in windows.

In order to then map it with another tool, I would like to have the organisation name of the requester as a custom field of the ticket.Is it possible to achieve this with a trigger/automation that would auto-fill the field with the default organisation of the requester (in case they have multiple)?Many thanks in advance!

I would like to create a new ticket in Zendesk with a passed time as a created_at time and I also need Total resolution time SLA support based on the customized created_at time. I think the ImportTicket API should be the right one to support this customized ticket creation time feature, but the thing is that this API does not support SLA based on the API documentation. Can anyone point me the correct API to support my requirement that I want to create a ticket with a customized ticket created_at time and also want the SLA to be properly applied to the customized ticket created_at time? I am using the ZendeskJavaClient and I tried the importTicket API, the ticket created_at time can be set correctly based on the input ticket created_at field, but the SLA is still calculated based on the ticket imported time, not the ticket created_at time from the input. However, in our python script,  we are also using zd_client.ticket_import.create method to

Hi there!I tried to find an answer, but it seems it's not possible. However, I would like to confirm before submitting any further product ideas. :) I have a client ID on a ticket, and I need to populate the Client ID on ticket creation from the Requester User ID. But the trigger does not allow me to select any other fields, only pre-defined values.Any ideas? Thank you!Arina

I'm trying to set up a Talk IVR menu where the customer hears a greeting and if they dial 0, the call would be disconnected after hearing a greeting. The use case here is that the IVR menu greeting asks if customer is a trained admin user (as our customers should all be) and if caller answers 0, which indicates that the caller is not a trained admin user, he/she would hear greeting and call would be disconnected. In the route actions does not include option to disconnect the call so how are others solved cases like this?