Platform and Developer

Hei. I want to post a comment/reply to an ongoing conversation via API. I have the following put request: url: https://my-domain.zendesk.com/api/v2/tickets/282 { "ticket": { "comment": { "type": "Comment", "body": "testing", "public": true, "author_id": 6582636163229, } }} The comment is posted to the conversation, but it is not displayed for the end user.Am I doing something wrong?

I have added iOS SDK to app. It goes through the prechat form, but what I notice is after it asks the questions for visitor info, no flow conintues. Only after the visitor sends another message does the chat actually begin for me to pick up in the chat app.As you can see in the screenshot below, I sat there waiting… then eventually sent the “Hello” and the chat was requested. This isn't a great user experience for sure. Is this a bug? Am I doing something wrong in config?

We can see that it's possible to use custom ticket fields in triggers via {{ticket.ticket_field_replacewithcustomfieldID}} However we can't find any information about doing the same with custom user fields. We've tried several guesses and couldn't get it working. Is this possible?

We would like to send notifications to specific Slack channels whenever we update or add new articles in Zendesk Guide. For example:Article Update!Updated Article: [Article Name]Updated Information: [Brief Summary]New Article Added!Article Name: [Article Name]It would also be helpful to include the article link in these notifications.We already have a Zendesk-Slack integration in place, but I couldn’t find how to set this up. Could you provide guidance on how we can achieve this?Thank you for your support.

Experimenting with the new email error feature via API and curious how far the data goes back. I'm using the api/v2/email_notifications.json?filter[ticket_id]=623 end point.Since this is a new feature, how far back to email error history go? I assume it goes all the way back for each ticket but would like to verify any constraints on reporting.

Hello, I am using ticket API to create tickets in python. These are the main things needed from the sample code in zendesk developers:url = “https://example.zendesk.com/api/v2/tickets”email_address = “your_email_address”api_token = “your_api_token”I have created a support email in zendesk and tried to use that but I'm receiving a ‘Couldn’t authenticate you' error.When I try adding the support email as a team member it's not creating it.Is the email address the admin's email address?Can I not use a support email address from zendesk (e.g. support@company.zendesk.com)? 

Hi there.When we respond to tickets submitted via the mobile SDK, users receive our replies; however, they do not receive push notifications about these responses. We use iOS Mobile SDK version 8.0.2 There are no any errors Also, here is the code of SDK initialisation: private func `default`(customFields: [CustomField], customTags: [String] = []) -> UIViewController { setupZendesk(with: store.state) let requestConfig = RequestUiConfiguration() requestConfig.tags = makeDefaultTags() + customTags let deviceId = store.state.device.device?.id.rawValue ?? -1 requestConfig.customFields = [ CustomField(fieldId: CustomFieldId.deviceId, value: deviceId), ] + customFields let helpCenterUiConfig = HelpCenterUiConfiguration() let vc = HelpCenterUi.buildHelpCenterOverviewUi(withConfigs: [helpCenterUiConfig, requestConfig]) let navigation = UINavigationController(rootViewController: vc)

I am trying to create a non-conversational view from Zendesk Unity SDK 2.3.0 but I can not find anything about it on the documentationhttps://zendesk.github.io/native_messaging_sdk_unity/api/Zendesk.Runtime.Logging.htmlI appreciate any help

Current Situation:Our website calls the backend, which then uses Zenpy to retrieve article content from Zendesk.The retrieved content is then returned to the frontend and displayed on our website.This method does not trigger Zendesk's native article view count.Requirement:We want the current display method (retrieving and displaying Zendesk articles via Zenpy) to also be recorded in Zendesk Guide’s article views.The goal is that when we check the Zendesk Guide dashboard, we can see the correct view count that includes views from our external website.Question:Is there an official way to manually increment an article’s view_count using Zendesk API?If not, what is the recommended way to ensure that views from an external website are correctly recorded in Zendesk Guide’s statistics?

I am part of a team developing an application installed to the ticket_sidebar location. As part of this we want to be able to programatically create side conversations for our users. We've had success doing by calling the side conversations API via ZAFClient:https://developer.zendesk.com/api-reference/ticketing/side_conversation/side_conversation/#create-side-conversation Our code is essentially this, which works: const { 'ticket.id': id } = (await client.get( 'ticket.id', )); const message = { "message": { "subject": "My printer is on fire!", "body": "The smoke is very colorful.", "to": [ { "email": "someone@example.com" } ], } }; await client.request({ contentType: 'application/json', url: `/api/v2/tickets/${id}/side_conversations`, type: 'POST', data: JSON.stringify(message), dataType: 'json', })We would also like the ability to add attachments. This is where we run into issues.The example code from the documentation would sugg

We have a custom app that suddenly stopped working with no changes in our end. The app is updating the tags on the ticket by doing: const client = ZAFClient.init() client.invoke("ticket.tags.add", “newTag”)the code runs fine and returns no error: { errors: {} ticket.tags.add: ['newTag'] } but the UI is not updated anymore, which leads to the ticket having no tag when submitted.We tried using .set() instead of invoke but the same thing happens. Same thing if we try with remove instead of add, no error, but no impact on the UI Running client.get("ticket.tags") returns the added tag even tho the UI doesn't show it.In contrast, running client.invoke("ticket.comment.appendHtml", “html”) works as intended Did something change? is this a possible configuration issue?Thanks

We are facing an issue with the tickets created via the Messaging Web SDK, here is a summary of the issue with tickets missing contextual information:1. There are some tickets created via the chat widget that correctly display the name for the authenticated user on the "Agent Workspace". However, on these tickets we are missing the email to be shown in the Zendesk Agent Workspace. I have checked and verified that the email is included in the JWT we use to authenticate against Zendesk, so I am wondering if this is an issue after we authenticate with Zendesk or if it is something we are missing.2. There are other tickets (not sure about how many or what percentage of the newly created tickets fall in this category) that include a weird name such as this ticket and no email again.

We have a piece of product infrastructure that nudges users when they have gone dark. There are some common patterns for this, so we send out SMS messages offering to help in specific areas. If the user replies to that text message, our infrastructure generates a Zendesk ticket via the API so our coaches can follow-up and help.  This is the high-level data flow for the API.  Search for an agent we'd like to assign the ticket to. Search for the user using their phone numberIf no user is found, create the account Build the ticket payload Call the POST tickets.json endpoint to create the ticket Create a ticket comment that includes the user's SMS message reply (this drives Zendesk triggers) My understanding from the API docs is that I can use the “via” property to define the ticket as an SMS message, which then unlocks the “SMS” option in the response panel.  This works correctly. However, when I add a comment using the SMS option, no message is sent out. There i

Hi you guys, I took the steps according to the documentation to enable authenticated visitors for messaging with Zendesk SDKs. https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/web/enabling_auth_visitors/?_ga=2.268652913.1675815841.1654150203-1035270265.1654150203. But I experienced a problem as below. Give me some help to solve the thing, please 

The Zendesk translation update endpoint allows for updating articles and automatically publishes the changes. However, it lacks the option to apply these updates in draft mode before publishing. Documentation for the update endpoint: Zendesk API Reference. Could you confirm if there is a way to update translations in draft mode, or if this functionality could be considered for future development?

"I am looking for a way to obtain all tickets within a date range, from [start date] to [end date], but I see that the Zendesk API only handles a maximum of 1000 records per request. I am interested in getting all the ticket information (without events). Any recommendations?"  

Hello, I'm trying to migrate category, section and article from live to sandbox.I moved them in the version of source of locale(en-us), and then I couldn't add category, section and article in Japanese.I also activated language option of Japanese.I tried using the following two methods, but failed with log that Zendesk Error (404): Item not found API POST /api/v2/help_center/{locale}/categories PUT /api/v2/help_center/{locale}/categories/{category_id} POST /api/v2/help_center/categories/{category_id}/translations PUT /api/v2/help_center/categories/{category_id}/translations/{locale} Zendesk npm CLIENT.helpcenter.categories.create CLIENT.helpcenter.categories.updateWithLocale CLIENT.helpcenter.translations.createForCategory CLIENT.helpcenter.translations.updateForCategory    

What is Bring Your Own Channel?BYOC is an integration path in which a customer's (or technology partner's) developers will implement their own client side widget or SDK for use on a website or mobile app using APIs provided by Zendesk. This is a more complex path than leveraging Zendesk Embeddables to power an end user experience. It can be difficult to support customers and partners on this path and it is more costly for them to implement. As such, customers and partners need to be aware of Zendesk's position if they should choose to go down the BYOC route. Zendesk's Position on Bring Your Own ChannelZendesk will allow you to build your own native channel for the End User Experience; Referred to in Zendesk as "Bring Your Own Channel". Specifically, you can use Zendesk's APIs (if available, within your purchased Zendesk package) such as the Sunshine Conversations APIs (including the Switchboard API) to build your own native web or mobile channel for your website, a customer's website,

I'm buidling a server-side custom app, using the ZAFClient.  I am able to fetch data off the main page with JS such as “client.get('ticket.requester.email')”. This is working fine. However, I want to update a custom attribute in the main page, but it is not working.  I have tried: client.set('ticket.customField:custom_field_29842705376151', 'Yes')and alsoconst data = {ticket: { 29842705376151: value }};client.request({url: url, type: 'PUT', data: data})(I've also tried turning the key into a string, e.g. ‘29842705376151’) In both cases the call succeeds, the response object contains no errors, but the data on the main page is not updated. What am I doing wrong? 

I have created a messaging application (iOS mobile, not web widget) in the management center. My app supports multiple languages, so I want to display different titles and descriptions in different language situations. So, I configured Dynamic content, but it doesn't take effect. How should I do it?

Is there a way to search users by events? I know that I can get a list of users and than filter the events but can be this done backwards. I mean If I have an event type lets say ‘cart_deleted’ can I get a list of users that matches that event type. https://developer.zendesk.com/api-reference/ticketing/users/events-api/events-api/

Hi everyone. Hope you're doing well. :)As Zendesk doesn't have React Native support yet, we've been trying to integrate Zendesk SDK on our project's iOS project and then building a bridge to RN.However, whenever we try do import ZendeskSDK or ZendeskSDKMessaging, we face the following error:Failed to build module 'ZendeskSDKMessaging'; this SDK is not supported by the compiler (the SDK is built with 'Apple Swift version 5.9.2 (swiftlang-5.9.2.2.56 clang-1500.1.0.2.5)', while this compiler is 'Apple Swift version 6.0 effective-5.10 (swiftlang-6.0.0.9.10 clang-1600.0.26.2)'). Please select a toolchain which matches the SDK.I suspect the error couldn't be just the compiler Swift version, as I can imagine ZendeskSDK was bulit for Module stability. Have you ever faced this error? Could you share possible solutions or tests to help you investigate this issue?Thanks in advance.Rodrigo

Hi,I'm trying to use the ZendeskSDKMessaging in Xcode 14.1 which swift version is 5.7.1 and I'm getting this error in ZendeskSDK: Failed to build module 'ZendeskSDK'; this SDK is not supported by the compiler (the SDK is built with 'Apple Swift version 5.7 (swiftlang-5.7.0.127.4 clang-1400.0.29.50)', while this compiler is 'Apple Swift version 5.7.1 (swiftlang-5.7.1.135.3 clang-1400.0.29.51)'). Please select a toolchain which matches the SDK. I guess I could downgrade Xcode for this to work but it doesn't seem a good solution.Someone need to support backward compatibility so that this won't happen on each Xcode upgrade.It seems that some flag needs to be set on the framework's target as explained here:https://www.swift.org/blog/library-evolution/Could I expect a new release in coming days with this fixed?Thanks for your help.

I’m facing an issue with the "Ask HR" form popup in the Zendesk portal and need some insights.Issue Description:For a specific user, the "Ask HR" form popup does not appear when the portal is accessed in English, but it works perfectly when switched to Turkish.Steps to Reproduce: Log in to the Zendesk portal. Set the language to English and check for the "Ask HR" form popup → Not appearing. Change the language to Turkish and check again → Popup appears as expected. Possible Causes Considered and Checked: Language-Specific Configuration: The form settings might not include English. Conditional Logic or JavaScript Issue: There could be a script controlling visibility based on language. Missing Translations: If the form relies on translations, English might be misconfigured or missing. Permission or Role-Based Access: Language settings might affect form visibility due to role-based logic. Looking for Suggestions:Has anyone encountered a similar issue? Any pointers on where to check in

I'm trying to set up trigger that'll allow our system to automatically send replies via messaging. Is this possible? I've been told to use Conversations API or Messaging API but I can't find references for neither.