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I'm trying to get the solved_at metric for all tickets (old and new) using the incremental export api and adding '&include=metric_sets'.  When I use it with a time range of the past four days it seems to work fine, but when I increase the time range up to the past 365 days, there are many instances where it doesn't get the solved_at metric. I can see the metrics when querying the old tickets individually (with the tickets endpoint), but then when I try to do it with the incremental export with a higher time range it doesn't work. Am I doing something wrong or is there possibly a problem? Thank you!!

I am using following link as guide for me to authorize the api I am configuring in my Zendesk webhook:https://developer.zendesk.com/documentation/event-connectors/webhooks/verifying/ and I am writing a code equivalent to the this function in python isValidSignature(signature, body, timestamp) but I am not able to get an hmac signature that is matching signature submitted to me in my headers : def isValidSignature(signature, body, timestamp):key = webHookSecret.encode('utf-8')hmac_result = hmac.new(key, (timestamp+body).encode('utf-8'), hashlib.sha256)hmac_result = hmac_result.digest()if signature == str(base64.b64encode(hmac_result), 'utf-8'):return Trueelse:return False Please advise what should I modify to fix this issue?

Hello, I am following this guide https://docs.smooch.io/guide/native-ios-sdk/#installation to install Zendesk's Sunshine (Smooch) on my iOS app.  I created an integration from the "Conversations integrations" section of Zendesk Admin center. From the integration created I took the integration ID and used it to initialise the iOS Sunshine SDK. The initialisation is failing with this error:"App not found: Provided integration id is invalid" Any hint of what I am doing wrong?  

In Support, is it possible to remove Followers and/or CCs from tickets on a mass update scale?  We have agents that are following 3,000+ tickets and are looking to remove them as a follower on all of them.

We are using ZendeskSDKMessaging 2.4.1 and authenticating the user via https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/ios/advanced_integration/ to pass over the user's name and email but our support team are only seeing the name. We've tried to only send over the required external_id but our bot is still not asking for the name and email. For now, we've disabled the authentication feature to force the bot to ask for the name and email but we would like to avoid that because we already have that info in our app.

We are trying to use Zendesk tickets to track fraud costs in our organization. I have three custom fields "attempted", "recovered", and "loss". Evidently Zendesk will not perform the calculation internally, so I am using the ticket API to retrieve the values, perform the calculation (attempt - recovery = loss), and then use the ticket API to update the "loss" custom field with the value. I am using the following API according to the documentation, but it is not populating the custom field with the new value. put https://{domain name}.zendesk.com/api/v2/tickets/{ticket number}.json -v -u {username}/token:{API Key} -H "Content-Type: application/json" -d '{ "ticket": {"custom fields": [{"id": 360048278251, "value": 999}]}}' The output from this statement seems to be the original ticket values and not the updated values. When I look at the ticket in Zendesk this field is not updated. How do I update/change the cus

I have two question.1. We have enabled custom ticket status fields, and I see one more option as New on ticket creation page, but I deactivated custom status fields, but still I am seeing New as a option, how to revert the changes?2. We are using REST API for getting ticket fields using below API, here we are getting both status and Ticket status fields, how we can Identify whether customer start using new status field or not from REST API. {domain}/api/v2/ticket_fields.json

https://{subdomain}.zendesk.com/api/v2/users.json?active=false Lists both users with active true and users with active false.  Sames goes for suspended=true.  How can I filter on these values?

I used the Zendesk API (Python) to create and update tickets. I would like to add a common prefix to all Zendesk generated emails. I tried including the ticket id placeholder, {{ticket.id}}, in the {'ticket' {'subject': {{ticket.id}}}}. But this does not get replaced and appears as ticket.id in the email received. Is it possible to include the ticket id in the email subject? Thanks for your help. --- I have seen this post, https://support.zendesk.com/hc/en-us/articles/4408885810330-How-can-I-add-the-ticket-ID-to-the-ticket-subject- But this does not mention the API.

Is there any way to search the request API (https://developer.zendesk.com/api-reference/ticketing/tickets/ticket-requests/) by range date ?  The idea is to only return a collection of requests that are between two dates.Is this possible ? thank you

  Not sure if this is the right place to post, but we are looking to extract ticket descriptions and end_user comments from tickets, and also agent responses.    Does anyone know how we would modify the following excerpt from our python script, which uses Zenpy?  def extract_prompts_from_ticket(ticket):     """     Extracts prompt from a Zenpy Ticket object     """     comments = []     if hasattr(ticket, 'comments'):         comments = [comment.body for comment in ticket.comments]     ticket_text = ticket.description + "\n" + "\n".join(comments) + " "     return ticket_text def extract_completions_from_ticket(ticket):     """     Extracts completion from a Zenpy Ticket objec

i have an integration with Jira in place, now I'd like to automate a process which, under certain conditions of course, generates an issue in Jira populated with fields from Zendesk. How can I realise that?

Hello, I'm facing an image loading issue on iOS 16. When I open an article from the list of articles (using the Support SKD inside my app), the images (in the text body) appear correctly. But if I use the magnifying glass icon to search for the same article, the same images won't load. I used the "Insert image" option to add the images: https://prnt.sc/GwG_oiLicL19 , but the SDK search function images are only working for Android users. Are you guys able to fix this? Thank you.        

Hey guys I'm currently exploring Garden (the design system of Zendesk), but I'm experiencing some trouble to configurate some of the tools like the Stepper.  I installed the external library (NPM) on the CMD of my computer, after i installed the Node.js. But when I try to insert the stepper code in the theming area of Zendesk it doesn't work.  I successfully installed the "Accordion" tool, but the Stepper doesn't work.  Thank you guys in advance :D  

Hi there, Is there any way we can change pull request frequency while using channel framework, so we can set an arbitrary interval for Zendesk to perform these requests? I would like to change from every 2 minutes (default) for something like 3h-basis.

I have manually added an end user along with his mail. his ID is 12345.I set up a trigger for sending a mail to the requester.I then send a "requests" request with the end user ID as follows:{ "request": { "requester": { "id": 12345 }, "subject": "Test ticket created 3", "comment": { "body": "Details of test ticket 3" } } }I expected that Zendesk will use the end user's ID to send him a mail, but I get: { "error": "RecordInvalid", "description": "Record validation errors", "details": { "email": [ { "description": "Email: cannot be blank", "error": "BlankValue" } ] } }Any idea how can I have Zendesk sending a mail to existing end users without specifying their mail in the request, but only use their id?

The app references non-public selectors: CommonUISDK: didEnterBackground, removeAll Would you please consider removing this API at your earliest convenience? Thank you  

Hello! We are planning on adding translations to our website. We use Zendesk forms that we fetch via the API. We have tried using dynamic content to translate the form fields. The problem is that we have not found a way to retrieve the correct translation depending on the locale of the website. We contacted your support and got it confirmed that it is not possible and that the API will only return the default language set in the Zendesk portal.  What we would need is something like this: /api/v2/ticket_forms/4412295082770?lang='se-sv'/api/v2/ticket_fields?lang='se-sv' If no language parameter is provided the default language will be returned. We would really appreciate this feature. In the meanwhile, we will have to hardcode some translations into our form component. This is not i

Hello!I need assistance here:) How to create a trigger that will count messages in Zendesk Chat and add a tag to that ticket at the end of the chat?I need a tag "10-30 msg" for example, for chats where we had 10 to 30 replicas from an agent or just in total. Is it possible to make such a trigger via the developer tool in Chat Triggers or somehow via Admin Console? 

We've got a ZD integration at work. Lately a lot of our customers have notified us that their article publishes haven't gone through. Upon investigating, we noticed that we sometimes would append extra slashes in the url, such as xxx//api/v2//help. This has not been an issue before, but now we're getting 404's (which is understandable).   I am just curious, have you made any recent changes that could have affected this?

Hey there, Is there any way to get the agent's language from ZAF Client in a support app?

We are using the JIRA Zendesk marketplace integration and I wanted to find out if anyone would be willing to share their processes/workflows for the entire process, from support to engineering, and closing the loop. We are just in the infant stages of creating these formalized processes and I wanted to see what works or doesn't for others. Some things I'm specifically looking for --Once you create a Jira issue, do you close out the ZD ticket, do you use a custom status, etc?  How do you go about keeping track of the issues that move from ZD to Jira?  What are you using for communication to the end user/requester during the entire process? 

I have seen that there is the ability to assign the tags, but is there a way to assign a customer so there is easy consistency between the two platforms?

Hi, I don't know where to post this issue, if there is a suitable place to post it, please notify me. After our Jira was upgraded from 8.20.12 to 9.4.2, there seems to be an issue with the tickets transferred from Zendesk to Jira. Specifically, the reports on Jira now show my name instead of the name of the original user who submitted the Jira ticket. For example, a ticket submitted on Zendesk https://edgecore.zendesk.com/agent/tickets/26886 that was transferred to https://jira.accton.com:8443/browse/SONIC-6443is now showing your name as the reporter. This is causing some confusion in our usage of the system. Could you please assist in resolving this issue and ensure that the reports on Jira reflect the original user who submitted the Jira t

We use JIRA extensively and I would love to be able to take key fields such as ID etc and place them in custom ticket fields so they can be added to views, reports etc. Does anyone know if this is possible or would this need to be done in the integration mapping itself?