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Hello all!  I'm writing a custom Zendesk <-> Slack integration App. Actually, it's almost complete and now in the testing stage, and it looks like the test helped us to find something interesting. Again :) When I'm trying to mark a fresh new ticket (the one in the "New" status) as solved using /api/v2/requests/{id}.json from the Requests API I'm getting back my http 200 code from Zendesk, but the ticket status in payload returned stays unchanged ("New"). And for sure, ticket status stays unchanged in the Support agent web interface, so does system-wide. So here I am, with two questions: 1. Is that what Zendesk Support supposed to do? I have failed to find any mentions of this. 2. If yes, is there an option to allow requesters to mark as resolved tickets, which still in the "New" status? Best regards, Alexander. P.S. screenshot attached is an example of such a reply from Zendesk.

I see in the documentation that currently sideloading SLA records to tickets is only supported for "single" ticket requests. I found though that I can sideload SLA records on multi ticket requests (list). This is great for my use case, but I wanted to check if this is actually expected and supported behavior? OR am I misreading this, and this means only SLA record information as it pertains to each individual (read "single") ticket? https://developer.zendesk.com/rest_api/docs/support/side_loading

Hello, There are about 500 light agents I need to change to end-users.  I am using postman and getting error when try to test with create-update api I am getting "error": "InvalidEndpoint", "description": "Not found"   Can I get some help on what I am doing wrong or what might be the best way to update? I tried doing CSV import and it is not working. Report say updated but profile does not change. Please Help  

Hi I am trying to retrieve all records from the Ticket Metrics table. I am expecting around 85k records (Number of Ticket records). I only seem to be able to retrieve around 26K records from the Ticket Metrics table(about last 4 months of records). Is there a limitation on the number of records I can retrieve. Or are these records archived to a different table. Any insight would be much appreciated

I am building an integration where a user will be shown a modal that allows them to create a trigger from a list of conditions. The plan is to provide an inline group of three fields: Field drop down picker, operation picker, and value  Because available operation options depend on the field type. I’d like to build the list of possible combinations.  I can then use simple conditional logic to populate the operator field based on the selected field. is there an api endpoint that returns an object with all the possibilities or will I need to manually construct them from the API documentation? Thank you!

The API documentation for macros says "There are no read-only fields".When I tried to create a macro with the Create API including all the fields actually described in the document, no error occurred, but some fields were automatically rewritten.Specifically, id, url, created_at, updated_at, and position. Why are these values not read-only? Is it possible to overwrite under certain conditions? In particular, `updated_at` should normally be read-only and I don't think there is any reason to overwrite it. Please let me know if there is a clear reason or a plan to fix these.  

Hello all, I want to get a json response with the list of Agents who did not login to they're account in the past 30 days. I found some information in the documentation but not exactly what i need. Could someone help me with some information on what endpoint should i use for get and how to add a filter to retrieve only the agents that not logged in recently ? Thank you! Cristi

We have integrated a mailbox into Zendesk at the server level within our business. The integration auto forwards all emails that are received at that address to Zendesk to create tickets. The issue we have is that sometimes the tickets are not being created at all. Does anyone know the exact criteria Zendesk uses to workout what emails to turn into tickets?We managed to isolated our queries possibly down to items in the email header:SenderReply toReply path  Does Zendesk need all of these, or a combination? Or is there anything specific that must be in these fields? Additionally does Zendesk have any issues if the address has 'no reply' in the address? As one of the systems we have sends out emails from a no reply address but we do need it to create tickets as there are actions attach to those emails.    Thank you everyone  all the best   

For OAuth authentication a third party app needs a Zendesk account to get a client id.This third party app needs to manage the data from multiple Zendesk support accounts.How does rate limiting apply in this scenario? The rate limits are applied to the third party  app Zendesk account or the Zendesk support account?What authentication type is recommended for managing multiple Zendesk support accounts?If global OAuth is recommended, the process of obtaining it is slow?

Hi, We're having some issues getting custom_fields and user_fields working. We receive requests on our dashboard with with without the custom data. We get the following output from our data code (where the xxxx's are really my playfab id): {"request":{"created_at":"2021-01-20 10:38:38","requester":{"name":"xxxx","email":"hannes.lidbeck@starstable.com"},"subject":"From Game","comment":{"body":"Test feedback"},"user":{"user_fields":{"playfab_id":"68195A5EEA8CB8A5"}},"custom_fields":[{"id":360012294580,"value":"xxxx"},{"id":27376589,"value":"bug"},{"id":27618025,"value":"hannes.lidbeck@starstable.com"}]}} We're using Unity and REST api's, here's our code: var data = new JsonData(){ request = new JsonDataRequest() { created_at = System.DateTime.UtcNow.ToString(), requester = new JsonDataRequester() { name = playFabManager.PlayFabId, e

We have the Salesforce for Zendesk app installed and working, soft of. It displays customer contact info for the account, but we want it to also show the Account Owner that's displayed for the account in Salesforce. The only field I've found that seems relevant is Owner ID, but that just returns a string of characters, not the name of the account owner. What do we need to do to make it display the account owner's name?

Hello, I try to call zendesk API to create a ticket from my webapp. From my computer I can call the API with curl curl -v https://***.zendesk.com/api/v2/tickets.json --user ***@***com:password From a main method in Java, it also works. Problem occurs when I execute this code with an app deployed on a Tomcat server. In the thread https://develop.zendesk.com/hc/en-us/community/posts/360004305568-REST-API-hostname-in-certificate-didn-t-match you suggest "add those certificates on your server". I downloaded them a

Hello! So, I´m trying to POST information to an external API and I only receive 404 Proxy Not Allowed doesn´t matter what I try. I already read a lot of zendesk tutorials, and many others issues similar to mine but it doesn´t resolve my problem. Funny because the GET requests are working fine. But this POST one doesn´t. That´s my request: function sendNewClaim() {   var d = new Date();   var dtocomunic = d.toISOString();   var y = new Date($("#dtocorrencia").val());   var dtocorrencia = y.toISOString();   var coverages = getCoverages();   var settings = {    //url: 'https://{{setting.domain}}.herokuapp.

Hello ! I was looking at the API for Zendesk Support and could find only the documentation about the "Account Settings" endpoint. I found in one of the posts that there is an account API but it is undocumented. https://develop.zendesk.com/hc/en-us/community/posts/360001650407/comments/360004730693 Is this documented anywhere currently? I am asking because the comment is about 2 years. old.  Any information in this regard would be appreciated. Thanks in advance!

I have read a lot of the posts about this subject but not quite gotten the answer i need. I am using PowerShell to upload files to ZenDesk, i have it working for the most part. The file is uploaded and i can link it to a ticket. The problem i have is the content of the file remains as the base64 string, i guess i have something wrong somewhere? $uploadURL = "https://mysystem.zendesk.com/api/v2/uploads.json" $fileName = "C:\myfolder\outputlog.log" $shortFileName = "outputlog.log" $fileUploadURL = ($uploadURL, "filename=$shortFileName" -join "?") $fileContent = Get-Content $filename $fileContentBytes = [System.Text.Encoding]::Unicode.GetBytes($fileContent) $fileBinary = [System.Convert]::ToBase64String($fileContentBytes)

Hi all,I am trying to create a tickets using{create_many.json endpoint}.my issue is, inside the ticket I have this fields { "tickets": [ {--------- ----------- "requester_email": "alexmurphy1516@hotmail.com","submitter_email": "alexmurphy1516@hotmail.com","assignee_email": "kazumasa.kumakawa@rubiko.tech" ------ -----}] } those email is not exist in my Zendesk instance, but when I am insering the ticket. I successd to make requester_emai submitter_email, but the problem is, I can't create assignee_emaileither keep it null or assigne it to the account that I open to make import ticket.Is there any solution to

Hi, I am trying to integrate salesforce with zendesk using api and endpoint. I have searched in google but couldn't find the appropriate one.Please help   Regards

Hello,   iam tryting to send notification to external mailbox with attachment, not just link to attachment, but with file, which is really attached to original message. Is it achievable? My goal is to send every message which is going in our out certain Zendesk group with all attachments. Iam able to make it working with external target defined and trigger which shoot it, see picture: If I use "attachment.filename" or/and "attachment.url" placeholders I get name of file or link to file stored in Zendesk. Its not working solution because closed ticket get archived after some time and then even deleted. I need to store data in external mailbox for longer time period, is there any solution with notification and tragger with build in placeholders please?   Thank you very much   Daniel

The Problem You want agents to be excited about their CSAT. So you set up a Slack channel, and everything's going great. But something's missing. The Webhook responses all look really robotic, right? AGENT A RECEIVED GOOD FEEDBACK ON TICKET 123. AGENT B RECEIVED GOOD FEEDBACK ON TICKET 456. A lot of organizations use Slack to display their CSAT to their agents, which is a pretty useful tool, but one thing that is pretty bland is that the messaging template is pretty static. So let’s change it up!  The Solution I will preface this by saying this is a little bit of an advanced Zendesk workflow, and requires a little bit of elbow grease, but it's really cool, and you get to learn Liquid Markup, which can be super useful in Zendesk!Liquid Markup is a templating language that Zendesk supports, and it’s used to load dynamic information in places where you otherwise wouldn’t be able to. We’re going to be u

Connect your customer support and development teams Better customer service starts with better communication. IntegrateCloud brings all your customer conversations into one place. IntegrateCloud streamlines your support with time-saving tools like ticket views, triggers, and automations. This helps you get straight to what matters most - better customer service and more meaningful conversations. Create work items for your engineer’s right from Zendesk With the Visual Studio Team Services App by IntegrateCloud for Zendesk, users in Zendesk can quickly create a new work item from a Zendesk ticket.       Quick steps Sign upfor Zendesk or use your existing account

We are currently using this simple app to highlight to agents our Platinum Support customers:- https://www.zendesk.com/apps/support/vip-user/?source=app_directory However, it only supports a single option and we'd like to highlight different customers in different ways. Is anyone aware of a way that this could be achieved?  We've had internal comments automatically added to posts, however, they drop off the page after a few comments.  We are looking for something to stay permanently at the top of the ticket. Craig

I did built a custom app that integrate another system into the Zendesk UI for our company. The application is working very well and I'm getting ready to deploy it into the production environment. There are few variables that hold connection information that will need to switch between values based on the environment where it is deployed. Those variables holds url's for web services, database connection strings, logging setup... I would like to know if there are best practices for setting and managing those  environmental variables to be easy to deploy the app in different environment?  

How to create app configurations/settings page in V2? I could not find any examples.  

Hello, guys! I'd need to generate a form with fields dynamically and, according to their types, I need to choose a component (date picker, list, textbox etc.) for the user to input data. The problem is: the "list fields" APIs doesn't seem to work as proposed... (https://developer.zendesk.com/rest_api/docs/support/ticket_fields#list-ticket-fields)First: it only provides a few fields. Not all searchable fields.Second: it does not provide the field type properly. When I'm listing ticket fields, the type is simply coming as the field name. For example: for "Subject" field, type is coming as "subject", for "Status" field, type is coming as "status". For me, what would make much more sense would be the types you defined by Zendesk:- text (default when no "type" is specified)- textarea- checkbox- date- integer- dec

I'm thinking of setting up Dashboards (like Geckoboard, Leftronic or BIME) this year, and would like to hear (and see) what experience you may have in this area. Some ideas and questions I'm pondering: What metrics are you displaying and why? How / what historical (if any) context are they shown against? (current First Reply Time vs. Avr. FRT (last week, last year?) How did you decide on Dashboard supplier? BIME was recently acquired by Zendesk, are there compelling reasons for choosing one over the other?  Do you display any other business data, besides Zendesk on your dashboards?  Feel free to showcase you own Da