Platform and Developer

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. 

"failed to log in to your account: ." Hi, trying to use ZCLI and can't seem to login? The credentials are correct. Password access is enabled on the zendesk API, along with token access. Also tried logging in with the token by putting my email/token in the password field but no luck. Additionally, does ZCLI require the zendesk account owners login details instead of an admin user?

Hi , I developed an external bot backend that gets the web messaging "Conversation Creation" and "Conversation Message" events via webhook through the SunCo API. The bot responds to the user with the relevant answers but at some point might decide to hand it over to an agent, via the SwitchBoard "Pass Control" method. All works well besides one thing - the ticket on teh agent side is created with a newly created user, so no history is seen for previous tickets etc. I am able to pass a custom-field data that is kept ont he ticket level but this doesnt help me with the user mapping.I am looking for ways to mitigate that. One suggestion made here was to use an external code to merge the newly created user with an existing one based on my custom field data. This is fine but I found that when i try to do the merge immediately after the creation - it usually fails.Is there any option for me to update another metadata piece of the conversation where I will specify the "external_id" of th

{"status":{"code":1,"message":"{\"readyState\":4,\"responseText\":\"upstream connect error or disconnect/reset before headers. reset reason: connection termination\",\"status\":503,\"statusText\":\"error\"}"}}I am hitting POST api call through Zendesk secure settings and getting 503. Is this a Zendesk side error?….I have verified my endpoint and it works fine

Steps to reproduce 1. Create a webhook as listed here: https://developer.zendesk.com/api-reference/webhooks/webhooks-api/webhooks/#create-or-clone-webhook Setting “subscriptions” property as: "subscriptions": [                "conditional_ticket_events"], 2.  Send a POST request to:  https://my-subdomain.zendesk.com/api/v2/triggersCreate the body according to:https://developer.zendesk.com/api-reference/ticketing/business-rules/triggers/#create-triggerSet the action as suggested here to notify a webhook when trigger is fired:https://developer.zendesk.com/documentation/ticketing/reference-guides/actions-reference/#additional-actions-for-ticket-triggers-and-automations The body remains as:{  "trigger": {    "title": "Testing",    "description": "Test Trigger to Notify Webhook",    "actions": [      {        "field": "notification_webhook",&n

I am having issues connecting to a specific endpoint, /api/v2/queues. I started getting a 403 response when connecting with basic auth via the api. It was working before. I get successful responses from /api/v2/ticket_fields with the same auth.Not sure what could have changed and why only this one endpoint is returning a 403.

Based on my understanding of the Zendesk documentation on redacting ticket content, it is not possible to redact archived live chat channels. Additionally, it appears that the API does not allow un-archiving a ticket. For privacy reasons, we need to redact certain content (attachments) from past conversations. Given these constraints, the only viable option to meet this requirement seems to be permanently deleting the ticket. Or am I overlooking an alternative solution when using the API?

I'm trying to download a recording using the API. Support provided this link for downloading the recording, but it looks like it only supports DELETE and not GET. I tried to use a get and getting {   "error": "InvalidEndpoint",   "description": "Not found"} I would like to be able to download individual call ID recordings from the API but have not been able to find an API to support request. Does anyone know how to accomplish this with the API?  

I have the messaging widget configured with the login callback that provides it with a JWT. The JWT is valid: I can see in the web console that the messaging widget makes a call to a `/login` route with that JWT and that route returns HTTP 200 with the correct details for the user that was described in the JWT. However, even after all that happens, the messaging widget still goes through the “What is your name?” and “What is your email?” questionnaire as if the user did not have JWT authentication at all. The resulting ticket created by the messaging widget in Zendesk itself is one for a non-authenticated user. Is there anything else I can double check to investigate this? From what I can tell I'm providing the right JWT to the chat widget and the chat was able to partially use it. I also opened a ticket to Zendesk support but it's been a week with no response.

 Working off of this document: https://developer.zendesk.com/documentation/classic-web-widget-sdks/support-sdk/working-with-the-support-sdk/building-a-dedicated-jwt-endpoint-for-the-support-sdk/#json-web-token-response It's not clear, but the endpoint that receives the `user_token` needs to be url-form-encoded rather than JSON. Could you please update that doc so that it's explicit?

Apple just announced that The Certification Authority (CA) for Apple Push Notification service (APNs) is changing. APNs will update the server certificates in sandbox on January 20, 2025, and in production on February 24, 2025.I want to confirm if Zendesk is prepared with the update.

Any way to make current year in the footer dynamic? Ideally without using JavaScript. Something like this:{{date "" format="YYYY"}}

I generated a token for OAuth. Was trying this tutorial for live chat API using GraphQL but I'm getting Server 500 name: "unauthorized" error. Tutorial https://developer.zendesk.com/documentation/live-chat/getting-started/getting-started-with-the-chat-conversations-api

Hi,   My team and I are facing a major roadblock with the Zendesk app for Power BI (Zendesk for Admins -see attachment below).     After connecting this app to our Microsoft platform (following the guidelines hereafter: Connecting Zendesk to PBI) in order to get Power BI dashboards and a set of reports providing insights about our ticket volumes and agents' performance, we have identified a great disparity in the number of tickets displayed within those reports.    For instance, when we wanted to see the requests that our team has handled since the beginning of the year, half of the tickets created within that timeline would not appear within the reports, which could be quite alarming (see attachments below).      For us to get -almost- similar figures, we seemed to be limited to requests created/updated within the last quarter, except for a few -less than 10- exceptions (see attachments below).     Even then, we faced grea

Hello everyone,We are WAX, a solution that offers brands the possibility to chat with their customers through WhatsApp, some of the brands (mostly our key accounts) also have a Zendesk account and want to have their WAX conversations brought to their Zendesk support so that agents can seamlessly answer the brand customers. As Zendesk does not offer ticket webhooks to get the agent responses, we are forced to create a channel framework and provide these brands with our private app.When we create a ticket through the channel framework we have no way of specifying the phone number of the ticket's author, we can through a custom field but not through the native Zendesk field, which forces us to edit the "details" user field with some custom values but it is not ideal as it seems it randomly does not work… It is a huge problem for us, we have tried iterations over iterations to work around the fact that we can't provide the user phone number and the documentation of the API is mis

Hi guys!We are seeing exceptions when we try to open the Zendesk popup and close it before the chat initializes. Can anyone help me resolve this issue?  [ZendeskLog][MessagingCoreEventsHandler:23] [RTC] [WebSocket] Opened... [ZendeskLog][MessagingCoreEventsHandler:23] [RTC] ***************** CONNECTED [ZendeskLog][MessagingCoreEventsHandler:23] [RTC] [WebSocket] Message sending... [ZendeskLog][MessagingCoreEventsHandler:23] [RTC] [WebSocket] Message sent... Exception: [ZendeskException][ZMConversationViewController:96] Object reference not set to an instance of an object. at UnityEngine.RectTransform.get_sizeDelta () [0x00000] in <00000000000000000000000000000000>:0 at Zendesk.Runtime.UI.MessagingLayoutController.get_MaxWidth () [0x00000] in <00000000000000000000000000000000>:0 at Zendesk.Runtime.UI.Messaging.MessageHistoryContextManager.TryGetLayoutDataAtIndex (System.Int32 messageIndex, Zendesk.Runtime.Messaging.LayoutData& layoutData) [0x00000

I've noticed the app crash after bumping zendesk sdk. Here is a versions sdk which I used in appzendesk.messaging:messaging-android -> 2.27.0com.zendesk:messaging -> 5.6.0And the stacktracekotlin.UninitializedPropertyAccessException: lateinit property conversationScreenViewModel has not been initialized   at zendesk.messaging.android.internal.conversationscreen.ConversationFragment$onStop$1.invokeSuspend(ConversationFragment.java:244)   at kotlin.coroutines.jvm.internal.BaseContinuationImpl.resumeWith(BaseContinuationImpl.java:33)   at kotlinx.coroutines.internal.DispatchedContinuationKt.resumeCancellableWith(DispatchedContinuationKt.java:359)   at kotlinx.coroutines.intrinsics.CancellableKt.startCoroutineCancellable(CancellableKt.java:26)   at kotlinx.coroutines.CoroutineStart.invoke(CoroutineStart.java:358)   at kotlinx.coroutines.AbstractCoroutine.start(AbstractCoroutine.java:124)   at kotlinx.coroutine