Discussions

Hello -  I am looking to build a report that can give me the following metrics. Report on how many tickets are solved within X number of days. Ideally I would like to see percentages of tickets solved in 1, 2, 3, 4, 5, 6, 7 days. I would also like to see this by agent. I would also like to compare weeks to see if there is improvement over time. Is this possible?

HI, I am trying to check our proposed response times for requests hitting the system via various channels and don't see a “1st response/reply” date time stamp anywhere on the reporting list.  I can see one for the Create, Last Update and Resolve/Close but not something were we have that initial reply back to the customer. Is it an available report field or only a trigger state within the SLA policy? Its the basic “We have your request and working on it” type of field for L1 so would assume its tracked somewhere. CheersPhil   

HI, is it possible to hide search bar in Help Center homepage ? I have no article in Guide, so I'm using only ticket form. My goal, at the moment, is to use home page only as landing for ticket submission, a thank you page with a link to my website, placing some text and link Is there a way to achieve it ? Thanks a lot    

Hello,I reviewed my billing and noticed that I was charged for something I do not use nor enable: Automated Resolutions Usage.I would like to know how to disable it. Regards,John

Is there a way to setup a trigger to check for newly uploaded articles? Just like how we setup web hooks for newly created tickets? I'm trying to integrate the Zendesk articles but can't find a way to determine if a new article is uploaded or not. Thank you

I'd like to change the color of the border for fields on the ‘submit a request’ page, but I can't seem to find the right class for that element in the style.css to change the hex value- does anyone know where that color is specified in the CSS/which class needs to be edited?

Can someone point me in the right direction for my specific use cases below?  I want to hide the Submit a Request link from users that are not tagged as our application administrators. We will denote this in a tag on their user profile, and/or in a Segment. I have two locations to Submit a Request in our Guide theme, and I need to hide both of them: A link in the header.hbs template called "Submit a Request". Relevant code below.<div class="nav-wrapper-desktop">    <nav class="user-nav" id="user-nav">      <ul class="user-nav-list">        <a href="https://DOMAIN.zendesk.com/hc/en-us/requests/new?ticket_form_id=17736281711383">Submit a Request</a>        <a href="https://DOMAIN.zendesk.com/hc/en-us/requests?">View Existing Requests</a> A button on the home_page/hbs template that direct them to the for form page (same hyperlink as above). Relevant code below.    &n

We are building a conversation bot which is integrated with our iOS and Android apps. For advanced functionality, such as helping users perform an action in an app, we want the bot to send them links containing url schemes which the app can then process. For example, our app's bundle id is “com.theorytestrevolution.app” and the app is able to respond to the following link “com.theorytestrevolution.app://?action={some_action}”. To let the bot know which app it is, we are making sure that custom fields are set. The field corresponding to the bundle ID is called “App” and it is visible to agents. However, it looks like to make it available to a bot we need to include the “Ask for details” step. For our use case, this is extremely inconvenient, as we literally need to tell users “Ignore this please and click Next”. Otherwise, if they see that the app field is set to something like “com.theorytestrevolution.app” they may think it is an error and they may change it to somethin

Note: comments added before August 2022 referred to the previous version of this article, when this could be achieved using targets/extensions (which were replaced with webhooks). The "Email user" action allows us to set the subject/title of the email notification to the requester. The ticket Subject doesn't change, however. Although there isn't a straightforward trigger action to modify the ticket Subject, we do have a way to achieve this with a Notify active webhook action. Here's how to do it: 1. Create a webhook to update tickets Go to Admin Center » Apps and Integrations » Webhooks and create a new webhook (under Actions, on the top-right corner). Complete the required webhook fields: Name. The name of your webhook (e.g. "Update Ticket") Endpoint URL: https://yoursubdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json (make sure to replace 'yoursubdomain' with your own subdomain) Request method: PUT Request format: JSON Complete the Authentication method (use an adminis

Hello, good morning. My company has more than 400 active triggers, and I'd like to map all of them with their actions (for instance, a trigger that directs a ticket to a specific group). However, the Zendesk admin only gives me a list of all triggers, and to see how each of them works, I have to open them one by one. Is there a way I can automate this process or generate a report of all these triggers? Thank you.

I can't search for a field of type checkbox by passing `false`; this throws an "Invalid value" error. On endpoint: POST /api/v2/custom_objects/{custom_object_key}/records/search Example Request:{    "filter":{         "$and": [            {"custom_object_fields.avaliable": {"$eq": false}}        ]    }}Response:{    "error": {        "title": "Unsupported Condition",        "message": “Invalid value”    }}

For the Recent Activity widget on the homepage of my community, can I customize this so when I click “see more” it goes to a new page? I'd like to have a unique URL for recent activity so that I can grab this URL for email marketing purposes. I am using a custom Zendesk theme (Indigo). 

Hello,  We use zendesk chat in our application using React.js. With the help of a hook like the one below, we add the widget on other pages that we use other than the login page. However, when I look at the developer console, I see that 2 widgets have been added. How can we fix this?Normally 2 scripts were added but we are cleaning this. const useZendeskScript = (user) => { useEffect(() => { if (user && Object.keys(user).length > 0) { const existingScript1 = document.getElementById('ze-snippet'); if (existingScript1) { document.body.removeChild(existingScript1); } const script1 = document.createElement('script'); script1.src = `https://static.zdassets.com/ekr/snippet.js?key=${ systemConfig.zendesk.zendeskSourceKey }`; script1.id = 'ze-snippet'; script1.async = true; script1.onload = async () => { const token = await generateToken(user); const existingScript2

Is there a way for a private 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?

HI Team, Greetings of the day, Currently we are using the API(Search & Tickets)  to search the user as well as ticket details and update that ticket too using HTTP call.  To make API call, we are using Basic authentication like username and password. We are planning to implement the MFA for this account for security concern. Is it possible to use this API with some sort of other authentication  without using the username or password with some sort of token. If we enable the MFA for the account, we are not able to directly use username and password.  https://--.zendesk.com/api/v2/users/search.json?query=@{variables('varUserEmailId')}https://--.zendesk.com/api/v2/tickets/ Please suggest how I can make the authentication for this API.  Please let me know incase of any more information is required from my end.

HI Team, Greetings of the day, Currently we are using the API(Search & Tickets)  to search the user as well as ticket details and update that ticket too using HTTP call.  To make API call, we are using Basic authentication like username and password. We are planning to implement the MFA for this account for security concern. Is it possible to use this API with some sort of other authentication  without using the username or password with some sort of token. If we enable the MFA for the account, we are not able to directly use username and password.  https://--.zendesk.com/api/v2/users/search.json?query=@{variables('varUserEmailId')}https://--.zendesk.com/api/v2/tickets/ Please suggest how I can make the authentication for this API.  Please let me know incase of any more information is required from my end.

Is it possible to set the entries which have been edited due to new information or updates to bold or italic? I have search through the menus, but was unable to find it. Please let me know if this is possible. Many thanks in advance.  Dennis 

Hi all! (My first post here :) )Is there a button somewhere in a ticket or a hotkey that would allow me to consecutively jump from message to message in the conversation log?My case is: we just migrated some tickets from our old ticketing system to Zendesk. Some of the email threads are just HUGE. With that, since each email carries the last email (the usual email thing), the messages just grow bigger and bigger. So scrolling through all of this is boring/tiresome. We can of course improve a bit by using page up/down.But having a  button/hotkey to quickly jump from the beginning of a message to the beginning of the next message would be neat for the support agent dealing with a ticket with a HUGE list of messages.Thanks!

We are often getting replies to tickets that are completely unrelated to the original request. This makes managing the original issue confusing to both the end-user and our support team. Is there a streamlined method for separating a single comment out of a ticket and creating a new ticket for the unrelated request?

Just noticed this post and decided to write this short tip how to achieve that your users can post embedded YouTube, Wistia, Vimeo videos in Community posts/comments. All you need to do is to paste the following code into your theme script file (1) after the start line of document.ready function (2), like in the image below: Here is the Youtube code: // find all YT links in Community comments and replace with YT iframe $('.comment-body p a[href^="https://www.youtube.com/"], .post-body a[href^="https://www.youtube.com/"]').each(function(){ var url = $(this).attr('href'); function getId(url) { var regExp = /^.*(youtu.be\/|v\/|u\/\w\/|embed\/|watch\?v=|\&v=)([^#\&\?]*).*/; var match = url.match(regExp); if (match && match[2].length == 11) { return match[2]; } else { return 'error'; } } var myId = getId(url); $(this).html('<iframe width="560" height="315" src="//www.youtube.com/embed/' + myId + '" frameborder="0" allowfullscreen></ifram

Hi, everyone!  The current version of the Zendesk SDK does not allow initialisation without an active internet connection. As a result: No popups or views are displayed when a user attempts to open the Zendesk chat while offline. This behaviour differs from the previous version of the Classic SDK, which supported such functionality. We expect the SDK to handle offline scenarios gracefully by displaying a relevant message or popup to inform the user that the chat cannot be accessed without an internet connection.Could you please confirm if this is the intended behaviour in the Unity UPM package version 3.2.0? If so, is there a recommended approach to handle offline scenarios effectively?

I have created an AI Agent for Messaging and it has stopped working.  When I access it within Knowledge it loads the agent but then says “Can't load messages.  Tap to retry”.  When I test the AI Agent it says "Test bot failedSomething went wrong on our end. Try again now or check back later.".It was working and then suddenly stopped.   I have deleted and created the AI Agent again but didn't resolve the problem.Can anyone assist here?  Have I done something wrong?  What can I do to fix this?Thank you

Hello. I followed this guide to set up OAuth in my Zendesk app to connect to my own back end. https://developer.zendesk.com/documentation/apps/app-developer-guide/making-api-requests-from-a-zendesk-app/#managing-third-party-oauth-access-tokens I have added this to my manifest.json "parameters": [ { "name": "token", "type": "oauth" }], "oauth": { "client_id": "xxxyyyzzz", "client_secret": "wwwqqqrrr", "authorize_uri": "https://mybackend/oauth2/authorize/", "access_token_uri": "https://mybackend/oauth2/token/", "scope": "read write"}   I built my app, packaged with `zcli apps:package` and uploaded to Zendesk. Now when installing the app I see the link "Sign in with my app name". I click this and it takes me through the login flow which completes successfully, and I see a blank page saying: OAuth authentication has been completed successfully. You can close the current browser window and continue with the app installation page. The URL of this page is: https

Hi, I have zendesk Web Widget (Classic) setup on my website since for ever, and since this morning it's showing this error.Method webWidget.helpCenter:setSuggestions does not exist.This is also sometimes stopping my website from loading…What is happening? Is there something I should do?

When revoking an Access Token using the ID of the Token, it gets revoked with no problem. DELETE /api/v2/oauth/tokens/{oauth_token_id} But when revoking it with current.json endpoint, the response we get is 204 but the token is not revoked. We have full write and read access with that token. But I don't know why it not get revoked. DELETE /api/v2/oauth/tokens/current.json Looking for your reply. Thanks.