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As a Zendesk Administrator, you understand the critical role schedules and holiday management play in providing seamless customer support. In this blog post, we'll explore the robust administrative features Zendesk offers at different plan levels and discuss the challenges administrators face when manually updating holiday schedules. Additionally, we'll highlight two innovative contributions to the Zendesk application marketplace that can significantly enhance your holiday management capabilities. Zendesk provides a range of administrative features related to schedules and holidays, catering to different plan levels. Let's delve into some of these features that can empower administrators to create efficient support workflows: **Multiple Schedules:** At the Professional level and above, Zendesk offers the flexibility of creating multiple schedules, allowing administrators to tailor support operations to different teams or regions. This feature is particularly valuable for organiza
I am unable to update custom fields from my app. I've even tried using the REPL app. The original field has the value “Test Hall 5”. As you can see below after setting the field, the response indicates it is successful. I then click submit on the ticket to save the changes. As you can see, when calling get() the the previous value is still there. Updating other ticket fields via set() works. What am I doing wrong? 1: async request - zafClient.set('ticket.customField:custom_field_27609398553885', "Test Updated");> {}1: async response (undefinedms)> { "errors": {}, "ticket.customField:custom_field_27609398553885": "Test Updated" }2: async request - zafClient.get('ticket.customField:custom_field_27609398553885');> {}2: async response (undefinedms)> { "errors": {}, "ticket.customField:custom_field_27609398553885": "Test Hall 5" }
Hi, I am struggling with uploading my zendesk app to my companies zendesk sandbox env. I have created my app by following the docs for “Using React in a Support app”. I am logged in to correct subdomain and have created a build. When I then type “zcli apps:create ./dist” from the root directory of my app, i am getting this error: Upload failed with response: <html><head><title>400 Bad Request</title></head><body><center><h1>400 Bad Request</h1></center><hr><center>cloudflare</center></body></html>Uploading app... Failed› Error: Failed to upload app When i try to run “zcli apps:validate ./dist”, i get this error: zcli apps:validate ./dist › Error: Error I am also getting Error:Error when trying to “zcli apps:package ./dist”. It creates a zip file tho, inside dist/tmp. I have tried to upload the fi
Hi! I'm building an app that will be deployed for any Zendesk account, so I will need a Global oAuth Client. But, when the user authorizes the installation, how do I get the account subdomain to make API calls? I know that https://{subdomain}.zendesk.com/api/v2/brands give all info, but it requires a subdomain too... Thanks.
Hi everyone, I’m trying to send the selected values of a multi-select custom ticket field from one ticket to a different ticket using Zendesk triggers and webhooks. Setup: Trigger: fires when the source ticket is updated Action: Notify active webhook The webhook updates the target ticket using the Zendesk Tickets API Webhook is created and tested successfully. This is the JSON. { "ticket": { "custom_fields": [ { "id": 33766991659677, "value": ["{{ticket.ticket_field_33766991659677}}"] } ] }} Problem:When only one value is selected in the multi-select field on the source ticket, everything works correctly and the target ticket receives the value.However, when multiple values are selected in the multi-select field, the trigger runs but the multi-select field on the target ticket becomes empty, instead of being updated with all selected values.&
Does zendesk provide an incremental API for community posts? similar to https://developer.zendesk.com/api-reference/help_center/help-center-api/articles/#list-articles-incrementally for articles or https://developer.zendesk.com/api-reference/ticketing/ticket-management/incremental_exports/#incremental-ticket-export-cursor-based for tickets?
I've created a workflow in n8n that returns an error everytime I try to publish it.I've narrowed it down to that it is your webhook trigger that causes the error. If I remove all other nodes from my workflow, I still get an error when trying to publish the workflow. When I execute the workflow for test the trigger works perfectly fine. I just can't publish it. These are the two errors:"Problem activating workflowThe following error occurred on workflow activation: Bad request - please check your parameters" "Workflow could not be published: 400 - """
Hello, I tried to create a function, that is via Zendesk API, only available for admins. In order to allow the functionality for agents, I added a token into the app, via secure settings, and used this for the API call. Strange enough, it works fine for admins, but not anymore for agents. Authorization denied. Changing the role of the agent to Admin, makes it work. Now I thought, maybe with a bearer token, but no, it is the same thing. The strange thing is, it should work with a third party app, which I will do now. But what is this odd setup? Why do I have to use a third party to do the exact same thing? Why is one allowed and not the other? Thank youSebastian
We got the announcement that we need to implement refresh tokens for our app. I've been following along with https://support.zendesk.com/hc/en-us/articles/4408845965210-Using-OAuth-authentication-with-your-application and suddenly am confused. In the section “Refreshing an access token,” it defines the POST body, includingclient_secret - Use the secret specified in the OAuth client in the Zendesk Admin Center (Apps and integrations > APIs > OAuth Clients). See Registering your application with Zendesk.Have I misunderstood? Our app is PKCE and specifically shouldn't be passing the client_secret. How am I supposed to refresh the token without embedding the client secret in our browser JavaScript?
I'm remodeling the help center, but I'm encountering a difficulty with the iPhone-only homepage background. On Android and desktop everything works correctly, but on iPhone the image is stretched. Since the property background-attachment: fixed; Doesn't work on iPhone. But how can I get it to work correctly on all iPhones? CSS Code .bg-community { background-image: url($community_background_image); } .bg-home { background-image: url($homepage_background_image); background-position: center center; background-attachment: fixed; background-size: cover; background-repeat: no-repeat; } @media only screen and (min-device-width: 320px) and (max-device-width: 568px) and (-webkit-min-device-pixel-ratio: 2), only screen and (min-device-width: 375px) and (max-device-width: 667px) and (-webkit-min-device-pixel-ratio: 2), only screen and (min-device-width: 414px) and (max-device-width: 736px) and (-webkit-min-device-pixel-ratio: 3), only screen and (min-device-width: 375
Introduction Customers with many tickets can become overwhelmed with satisfaction surveys. This frustrates the customer and can lead to invalid satisfaction metrics. This guide will show how to suppress a customer's notifications after a recent survey. The inspiration and code comes from Moderator Joel Hellman. The typos are all mine. Method To capture the last survey date, create: A user field to hold the notification date value An Webhook to populate the user field with a date To suppress notifications: Create a new automation offering satisfaction without a notification Change the standard automation to record the satisfaction notification date Order your automations to ensure the new automation fires before the standard automation Custom date field Go to Admin>Manage>User Fields and create a new date field, 'Last Satisfaction Date'. Ensure you have a field key value, 'last_satisfaction_date'. The Webhook will use this. Webhook Go to the Admin Centre>A
Hi everyone,I'm hitting a critical roadblock with the Zendesk App Builder and wanted to see if anyone else is experiencing this.The Problem:I've tried to deploy an updated version (an "improvement") of my existing app. The process did initiate, but the entire App Builder screen freezes completely and never returns. I can't interact with the interface of this particularly at all. The entire browser window containing App Builder becomes totally unresponsive ("frozen"). I cannot proceed with the deployment or open the app for further editing.I've tried other browsers and the results is the same. Always This.
We have a filter in one of our Zendesk Reports we're trying to automate called submitter role: end-userWe used it to filter out our own internal tickets from actual customers.Unfortunately now that we're trying to use the api to filter by that role, our internal tickets still counts as the role given to the user that made the internal tickets are also end-user.So I wanted to know specifically how that filter actually works?
Hi Team, We are exploring the development of a third-party integration between Google Threat Intelligence (GTI) and Zendesk. Our objective is to automatically push GTI ASM and DTM alerts into Zendesk and create support tickets based on those alerts. However, we have not been able to find detailed documentation or guidance on how to build, register, and publish such an integration within the Zendesk ecosystem. Could you please help us with: Documentation or best practices for developing third-party integrations Steps or requirements for publishing the integration to Zendesk Marketplace Thank you for your support, and we look forward to your guidance.
I am using ticket.requester.phone as the placeholder in my app which is supposed to pull a user's phone number and then search my company's API for their info to display. I keep getting the error InvalidPathError: Path 'phone' doesn't exist on node ‘requester’ Does anyone know another way to pull this? It works just fine using ticket.requester.emailconst client = ZAFClient.init(); client.invoke('resize', { width: '100%', height: '300px' }); let phone_number; // Use the Zendesk app client to get the ticket requester's phone client.get('ticket.requester.phone') .then(async function(data) { const phone_number = data['ticket.requester.phone'];
Hi, we have noticed that some messages that we sent via the Channel Framework Push endpoint never reach the agent workspace. https://developer.zendesk.com/documentation/channel_framework/understanding-the-channel-framework/push/ After additional tests, we have found that if a user sends more than 30 messages in a short time span (which is not uncommon in some active chats), message 31 and the following messages will not appear in the conversation log. Channel framework still sends us 200 Success as if messages were delivered normally. We have been actively using the channel framework across multiple apps since 2018, and this issue only appeared recently. Could you please look into this and remove the silent restriction on the channel framework? Thanks a lot!
Problem StatementProject Managers appreciate a visual layout to understand the progress of various tasks related to their project, but this can be difficult to use effectively with native Zendesk functionality. This Kanban app gives users to organize tickets into projects, lay them out across a Kanban board, and edit the tasks as needed. ScreenshotsDashboard Task Board Detail View Designer's Notes This app will likely take several rounds of back and forth prompts with the AI Agent as you work through the design. Make sure you have an understanding of how the underlying custom object is set up to ensure success. In particular, have the App Builder confirm how you’d like the project stages to be stored and managed in the custom object. You will likely need to work with the app builder on making sure API calls are made in parallel when possible to keep latency down, especially related to dragging cards. Potential EnhancementsThis app can be customized in ma
Hello, Is ti possible to create a trigger or automation that automatically deletes empty tickets created when users mention us in their instagram story? It's a pain to have tickets in the view that are not actual messages.
Hi Zendesk Community,I'm experiencing an issue with the Zendesk Messaging SDK on iOS where tapping a CSAT (Customer Satisfaction) push notification does not redirect the user to the chat screen.Environment: Platform: iOS SDK: Zendesk Messaging SDK Current Behavior: When a user receives a regular chat message notification and taps it, the app correctly redirects to the chat screen. When a user receives a CSAT survey notification and taps it, the app does NOT redirect to the chat screen. Expected Behavior: Tapping the CSAT notification should redirect the user to the chat screen where they can see and respond to the CSAT survey.Implementation:I'm using the standard implementation from the Zendesk documentation:```let shouldBeDisplayed = PushNotifications.shouldBeDisplayed(userInfo) if shouldBeDisplayed == .messagingShouldDisplay { PushNotifications.handleTap(userInfo) { viewController in &n
Hello!I am embedding Zendesk Web Widget in the application. The embed is simple:<script id="ze-snippet" src="https://static.zdassets.com/ekr/snippet.js?key={myKey}"> </script>.The script is executed; the ze-snippet object is created and it makes a request to the https://ekr.zdassets.com/compose/{myKey} but the response 400 Bad Request. Can you highlight please any points I might have missed with the Widget?
This behaviour can lead to issues since the user can send messages before completing the automatic messages and the data is not added to the support ticket. Input field should be disable dy default when the covnersation view is opened.
Is there any API available to see the list of an agent's product access/roles and also add / remove product from this list?
Hi Team,We are currently using Twilio voice calls to connect users with an AI voice agent. We want to implement a warm transfer where the live call is transferred from Twilio to an available Zendesk agent, along with the full conversation context.At present, when we attempt to connect Twilio to a Zendesk group, it only creates a Zendesk ticket and does not transfer the live call to a human agent.We are looking for guidance on how to enable a true warm transfer of the active call from Twilio to Zendesk agents.
The crash happens on the latest iOS SKD 2.36.0. - 73% - iOS 18; 14% - iOS 17; 13%- iPadOS 26; Fatal Exception: NSInternalInconsistencyException The collection view's data source returned a cell without a reuseIdentifier. Cells must be retrieved by calling -dequeueConfiguredReusableCellWithRegistration:forIndexPath:item: or -dequeueReusableCellWithReuseIdentifier:forIndexPath:. Collection view: <UICollectionView: 0x15ba7ce00; frame = (0 0; 402 768); clipsToBounds = YES; gestureRecognizers = <NSArray: 0x16963cea0>; animations = { bounds.size=<CABasicAnimation: 0x16902b040>; bounds.origin=<CABasicAnimation: 0x1690299a0>; }; backgroundColor = <UIDynamicProviderColor: 0x10b6c6480; provider = <__NSMallocBlock__: 0x1132d4fc0>>; layer = <CALayer: 0x14d255bc0>; contentOffset: {0, 7213.333333333333}; contentSize: {401.99990000000003, 7613.333333333333}; adjustedContentInset: {56, 0, 366, 0}; layout: <ZendeskSDKMessaging.CollectionViewChatLayout
We are using the latest The Zendesk Messaging SDK 2.36.0, and we see a lot of crashes per day. This is the highest crash in our app. A few insights from Firebase to investigate the crash:- The crash is happening in 95% on iOS 18, 3%-iOS 26. - 0% on background- in the previous SDK version, we saw this crash but the number of crashes was very low. But the number grew a lot in 2.36.0.Crashed: com.apple.main-thread 0 ZendeskSDKMessaging 0x3d508 specialized LayoutModel.insertItem(_:at:) + 177 (LayoutModel.swift:177) 1 ZendeskSDKMessaging 0x32004 specialized StateController.process(changeItems:) + 777 (StateController.swift:777) 2 ZendeskSDKMessaging 0x36258 CollectionViewChatLayout.prepare(forCollectionViewUpdates:) + 758 (CollectionViewChatLayout.swift:758) 3 ZendeskSDKMessaging 0x371d0 @objc CollectionViewChatLayout.prepare(forCollectionViewUpdates:) + 79056 (<compiler-generated>:79056) 4 UIKitCore
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