We're trying to create an app to assist with bulk-recovering Suspended Tickets. Specifically, these are tickets that we currently have to manually recover; we aren't able to automatically recover/ bulk recover the tickets because they're received from a support address.
It seems like App Builder may be misunderstanding what Suspended Tickets are. Below are some bits of the AI response that seem to suggest App Builder is misunderstanding Suspended Tickets. Additionally, after we published the app and tried it out, it doesn't appear to be working and isn't searching for/identifying Suspended Tickets. Does App Builder work for Suspended Tickets?
Multiple Search Methods:
- Search API (recommended)
- Uses multiple queries to find tickets:
type:ticket status:suspendedtype:ticket status:holdtype:ticket status:pending- List All Tickets (fallback)
- If Search API doesn't work:
- Lists all tickets and filters by status locally
- Useful when search permissions are limited
Why Tickets Weren't Found:
- Zendesk might use different status names (
hold,pendinginstead of justsuspended)- Search API permissions might be restricted
- The app now tries multiple approaches automatically
📍 Regarding Suspended Tickets View Location:
Unfortunately, based on the Zendesk documentation, there isn't a specific "suspended tickets view" location where apps can be installed. The available locations are:
- Ticket Sidebar (current) - Works great for this app
- Top Bar
- For global actions
- Nav Bar
- For standalone pages
- Modal
- For popup interfaces