Platform and Developer

Hello everyone. Thanks for the help in advance.I am creating an internal tooling for my company where we can share a sensitive link with clients that reach our support channel. Our server will basically do the following:1. Create a ticket comment containing the sensitive link (using the PUT /api/v2/tickets/{ticket_id} endpoint)2. Right after the comment creation, redact the sensitive link from it (using the PUT /api/v2/comment_redactions/{ticket_comment_id} endpoint)Also, we have a trigger Notify requester and CCs of comment update enabled, so when the comment is created, an email reply is sent to our client.We want to achieve two things with the above:1. Have the client receive the sensitive link in the email thread they created when interacting with us2. Redact the sensitive link (as soon as possible) from the Zendesk ticket so it doesn't get exposed to a lot of peopleIn most situations this flow is working fine, but sometimes the client receives an email reply without the sensitive

Hi Everyone, I'm using Zendesk Help Center Attachments API to add attachments to an article. However, some uploads fail randomly with 500 error (Internal Server Error for API: ). The failures vary each time I attempt, both in the specific attachments and the number that fail. Re-publishing succeeds for previously failed attachments but causes others to fail. I've added retry of failed API calls which gives 500 error & for them I get success.  When I compared the Request header of failed api call and the one send using replay XHR featue of network call in devtools, they were same for failed & success calls. Even the binary data send is same on comparison. My guesses are its due to  Temporary Server Overload issue / Race Conditions / Concurrency Limitations , but couldn't find any supporting documents if this is the real root cause , can anyone please guide me into right direction ? I'm trying to upload attachments while uploading content to zendesk Help

Managing customer data in line with GDPR can be challenging, but the GDPR Compliance app simplifies the process. With its automated features, you can efficiently handle data requests, reduce storage costs, and ensure compliance—all within Zendesk.To make data management even smoother, we’ve introduced a new streamlined setup. Now, starting a process follows a clear 3-step flow, making it faster and more intuitive. Key benefits of the GDPR Compliance plugin:✔ Bulk delete users, tickets, and organizations – Remove outdated or unnecessary data in just a few clicks.✔ Anonymize personal data – Remove only sensitive data while keeping useful ticket information.✔ Retrieve customer data on demand – Quickly access and export data when needed.✔ Redact attachments in bulk – Free up Zendesk storage without affecting ticket history.✔ Automate compliance workflows – Reduce manual effort and minimize errors.And all that can be done in just a few clicks with our GDPR Compliance app for Zendesk. W

Hello, Is it possible to integrate our Zendesk with customer's ServiceNow application - any out of the box solution available? Purpose : The customer can create and view status of tickets in our Zendesk via their ServiceNowAll SLA measures in the master agreement can be measures hereCan change the priority of tickets from medium to CriticalCan someone pls help and guide?

Hi team, I wanted to let this here in case anyone has any workaround about the following problem:My team can't send information from Jira to Zendesk.There's a need in sending information regarding solved issues from Jira to Zendesk but they don't get into Zendesk. Could you please give some advices or different ways of getting around this problem, please?

Hello everyone,As you read the following, I am trying to create something in gas that will create articles in the Help Center. It says that required fields are missing, but what is missing? Referring URLhttps://developer.zendesk.com/api-reference/help_center/help-center-api/articles/See Create Article Created program (gas)*How to execute the APIfunction zendeskPostArticle() { var url = 'https://xxxxxxxxx.zendesk.com/api/v2/help_center/ja/sections/**********/articles'; const TOKEN = '********'; const EMAIL = '********'; var postjson = { "article": { "body": "Use a tripod", "locale": "ja", "permission_group_id": ******, "title": "Taking photos in low light", "user_segment_id": ***** }, "notify_subscribers": false } var options = { 'method': 'POST', 'headers': { 'Authorization': "Basic " + Utilities.base64Encode(Utilities.newBlob(EMAIL + '/token:' + TOKEN).getBytes()), 'contentType': '

Hey everyone, I followed this guide to integrate a Zendesk messaging bot with the Chat API. Here’s what I did:✅ Set up a conversation bot and generated an OAuth token✅ Created an API connection to authenticate requests✅ Added a Make API Call step to retrieve agent availability✅ Attempted to branch the bot’s flow based on the agents_online variable However, I’m facing an issue at the Branching based on agent availability step. The agents_online variable doesn’t exist, even though my API call to https://rtm.zopim.com/stream/agents/agents_online returns a 200 status code.    The response I get:{ "content": {   "data": {     "agents_online": null   },   "department_id": null,   "topic": "agents",   "type": "update" }, "status_code": 200}The value of "agents_online" is always null, even when an agent is online. Additionally, I noticed that the step "Under Test Data, enter Melbo

Problem statement:In create many api, we do not get individual tracking-id for each ticket object, Instead in response we get an array of objects and one tracking id for all ticket objects, so it is difficult for us to create a mapping.Expected output-in request body we can share a uuid for each object with which they can map the response and with GET api provide the same to us. in response of create many provide us a uuid and when we hit API for response of create many provide same id with status 

Hello, Using Zendesk Conversation Extensions, can we create an extension that uses the Camera or the File Explorer on the device for them to select a file.Android and iOS have a permission system that requires users to grant access to these features. How can we do this? When trying to attempt this, I'm getting some error regarding accessing the hardware or the button do nothing. If not, is it on your product timeline? Thanks,

Help me to address these 4 issues. Issue 1 - Error occurs due to the following code<svg xmlns="https://www.w3.org/2000/svg" width="14" height="14" viewBox="0 0 14 14">                      <g stroke="currentColor" stroke-linecap="round" stroke-width="1.5">                        <circle cx="6" cy="6" r="4" fill="none"></circle>                        <path d="M9 9l3 3"></path>                      </g>                    </svg>There is no http protocol used.Issue 2 & 3 - I hardcoded a script url. I tried adding the script domain to the manifest domain white list. It is not working.Issue 4 - I am using setTimeout and I couldn't find any docs that how to us

Hi, I would like to send an answer to the requester from a Zendesk app that I am developing. My organisation is only using email as channel, so it has to be able to send a message through the email channel.  How could I do this using either the Zendesk API or the ZAF? 

I want to deactivate 200+ fields that are no longer used on any forms. I thought I may be able to do so using the ticket update end point, but it looks like the only possible changes documented are to field options - https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_fields/#update-ticket-field I was hoping that I could pass a "active": true via PUT, but all I get back is a 200 with no changes. Is it possible to make changes to fields via API outside of updating field options?

This week we see issues with Zendesk App Proxy. Our links to Google Address Verification and other APIs FAIL if there is a SPACE in the URL. There seems to have been a change in Zendesk's infrastructure this week that makes all calls with SPACE fail.  This link to Google Address Verification now FAILS with any SPACE typed in. This worked for YEARS before this week: https://xyz.zendesk.com/api/v2/zendesk_apps_proxy/proxy/to/https%3A%2F%2Fmaps.googleapis.com%2Fmaps%2Fapi%2Fplace%2Fautocomplete%2Fjson%3Ftypes%3Daddress%26key%3DAIzaSyCSlpEn3xTEagIaV54KzBejn6aH2R88Cc4%26input%3D22%20%26components%3Dcountry%3AUSGETStatus Code: 400 Bad RequestRemote Address: 216.198.54.1:443 

Hi, In my app I make a call to long running service (approx. 40sec). I set my request timeout to 60sec or even 90 sec. and I keep getting 503 when app is running live. When tested locally it works 100% of time. When live I can see the call is executed but after about 40 sec it returns 503 (backend service returns 200). When the same service returns faster the everything works ok. How to setup my app to respect timeout of say 60 or 90sec when running live? Perhaps there is another way of handling long-running tasks in ZenDesk apps? 

I am encountering persistent issues when trying to create a Zendesk Guide article via Power Automate. Despite following the documentation and testing various configurations, I receive the following error message:{  "status": 400,  "message": "The value is not updatable.\r\n     inner exception: The value is not updatable.\r\nclientRequestId: a8d7198f-54a2-416e-a258-85a29ff8f05d",  "error": {    "message": "The value is not updatable.\r\n     inner exception: The value is not updatable."  },  "source": "zendesk-wus.azconn-wus-001.p.azurewebsites.net" } What I'm Trying to AccomplishI’m using Power Automate to automate the creation of Zendesk Guide articles based on updates in a SharePoint document library. Here’s the most recent Power Automate configuration I’ve tried:Code Used in Power Automate{    "inputs": {        "host": {            "connectionName": "shared_z

When creating a Trigger through the API endpoint, I wish to set the trigger's action to be to notify a webhook. How do I need to structure the body in order to do this?Furthermore, the webhook's request method is POST, can I build the webhook's request body through the API as well, or is this not possible?

I'm trying to setup a webhook to get notified on all new comments for a Ticket. I'd like to have the id, comment, and comment author to be sent via JSON to my webhook. Right now I have it somewhat working with the following body:{"id": "{{ticket.id}}","comment": "{{ticket.comments[0]}}",}But unfortunately something like this doesn't work:{"id": "{{ticket.id}}","comment": "{{ticket.comments[0].body}}","author": "{{ticket.comments[0].author_id}}",}

The API for retrieving comments doesn't allow to show only public comments. It will be nice to have such ability. Currently there may be gaps in the response of public comments because there may be some private ones in between that should be filtered out from the response.

I find it very frustrating that the other thread I found on the idea of providing an API to Explore is closed for comments, I assume following a note that it is decided that an API for Explore isn't a good idea.  There are many comments stating clearly that embeddable dashboards are not enough.  Have you never heard of Data Warehousing and KPI's?  I have to report things like ticket numbers and severities, types, etc.  I use Explore for the details,. but summary KPI's are stored in a Data Warehouse, so you are saying I either have to write the queries myself via the Support API, or manually move them?  Why can't I at least download the CSVs of reports, grab the specific images, etc.?  Zendesk lives in an ecosystem of other tools and processes in a company, so it should play nice with others. and data extraction and warehousing is common across enterprises.. Not having that functionality is a real problem, as stated by others.

Hi, So sorry if I posted in the wrong section but this is related to a Zendesk App I created using this Zendesk Developer's tutorial.  As far as I know, based on the tutorial, we are just using the usual OpenAI model to summarize the ticket. But, how do I connect it to my OpenAI Assistant that we personally have created? We have an OpenAI Assistant created through the dashboard and the Assistant has specific product knowledge of our products.  Thank you!The code based on the article above is as follow: async function getSummary(prompt) { const options = {   url: "https://api.openai.com/v1/chat/completions",   type: "POST",   contentType: "application/json",   headers: {     Authorization: "Bearer {{setting.openAiApiToken}}",   },   data: JSON.stringify({     model: "gpt-3.5-turbo",     messages: [{ role: "user", content: prompt }],   }), 

I am building Integration module for Zendesk Support where i need to identify right Account owner of Zendesk Support , There are more than 3 account users in my zendesk Support account and i need to explicitly get account owner information for my requirement. Can anyone guide me through here?

We have created a Zendesk application, and we need to upload an image and use the response ID in the side conversation mail API.We have implemented the Zendesk Attachment API and are familiar with how it works. We have tested the side conversation attachment API in POSTMAN, and it works fine. However, when we try to use the same API in our Zendesk application using the Client. Request API call, we encounter the following error.  We have tried multiple things like changing the content type and debugging the uploaded file data but nothing works. Please take a look at the screenshot and sample code provided. Following ENDPOINT we are referring: https://developer.zendesk.com/api-reference/ticketing/side_conversation/side_conversation_attachment/https://developer.zendesk.com/api-reference/ticketing/side_conversation/side_conversation/  function uploadImage() { let files = document.getElementById("mail-body-input").files; const fileToUpload = files[0]; const for

Has anyone had any luck integrating Airbnb and/or VRBO with Zen?  Using either Zapier or Zen's Sunset tool?   I'd like all the messages from Airbnb and VRBO to flow into Zen. Any help or pointers is greatly appreciated. Thank you in advance.

Hello Zendesk Community,I’ve encountered an issue with the Zendesk Search API that I’d like to discuss and get advice on.Issue descriptionThe Search API (/api/v2/search.json) does not seem to fetch real-time data. For example: After creating a new ticket, searching with the query type:ticket does not return the newly created ticket. This happens even after waiting a short time post-creation. Expected behaviorThe API should return all tickets matching the search query, including newly created ones.Observed behaviorNew tickets are not included in the search results immediately, even though they are visible in the Zendesk interface.Steps to reproduce Create a new ticket in Zendesk. Use the Search API to query tickets (type:ticket). Observe that the new ticket is missing from the search results. I’d appreciate any insights or advice: Has anyone experienced this issue? Is there a known workaround to ensure real-time data retrieval through the API? Could this be due to an indexing delay or a

We use a server-side rendered (SSR) Zendesk app to display data from a third-party system in Zendesk. We would also like to make this data available for the macros. So that the macro can use this data, we write the data in custom fields in Zendesk, from the self-developed app via the Zendesk API. We are of the opinion that the data cannot be kept up to date with this solution. We would therefore like to know if this approach is in line with Zendesk's best practices and if there are any recommended alternatives or additional optimisations to make our integration even more efficient.