Platform and Developer

Hello @dane13, You had provided the below comment on 10/4/2022 on the post linked here. I'm having trouble with the webhook as it's not posting the internal comment based on my trigger.   You can follow the steps in Creating webhooks in Admin Center. Go to Admin Center > Apps and Integrations > Webhook > Actions > Creat Webhook. Endpoint URL:  https://subdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json Method: PUT Request Format: JSON. Use any your preferred authentication. Once done, you will have to add it to your automation and use the JSON body below.   {"ticket": {"comment": {"body": "This is the message on your private comment.","public": false}}}  

Greetings!I have been working to understand ZIS and implement a couple of bundles and I have a few questions I can't find any references to or the references are not working for me.1. How can the value of a variable be exposed during debugging? I have seen references to zis:common:log but that doesn't work when I try it. Is there something that can be put in a "Type": "Succeed" or "Type": "Failed" action? Or what is the best practice here? Can you give an example? I am aware of the ZIS Playground and of the Integration Log, but often what I am trying to track is not just showing up there.2. How can the value of a custom field be accessed, i.e. what is the syntax? I worked with a couple of references and tried this (I am working with the ticket created event):"Parameters": {      "expr": ".ticket.custom_fields[] | select(.id == 17336016451101) | .value ",      "data.$": “$.input.ticket_event”    },but I get no value I have also tried variatio

Hi,  We have a Zendesk instance with SSO via Azure Entra Id. We are in the process of migrating all users to a new Entra Id instance hence the SSO to Zendesk will change to. Is it possible to “re-map” Zendesk users and history to their new Entra Id?

The label "jira_escalated" is automatically populated when a JIRA ticket is created from Zendesk. It would be nice to remove this. All the research I've done has shown this is hardcoded?

I would like to create a new ticket in Zendesk with a passed time as a created_at time and I also need Total resolution time SLA support based on the customized created_at time. I think the ImportTicket API should be the right one to support this customized ticket creation time feature, but the thing is that this API does not support SLA based on the API documentation. Can anyone point me the correct API to support my requirement that I want to create a ticket with a customized ticket created_at time and also want the SLA to be properly applied to the customized ticket created_at time? I am using the ZendeskJavaClient and I tried the importTicket API, the ticket created_at time can be set correctly based on the input ticket created_at field, but the SLA is still calculated based on the ticket imported time, not the ticket created_at time from the input. However, in our python script,  we are also using zd_client.ticket_import.create method to create ticket with a cu

Hello! Is it possible to use the API to search for tickets containing one term or another? For instance, I would like to retrieve tickets with “Camping Trip” or “Lunch Break”. I am being able to find by one of the terms, but failing to use OR operator to retrieve issues containing either one of them. Any idea if this is possible?Thank you so much!

If we have end users that can have multiple external IDs for the same email address, how do we handle that?One idea was that whenever they log in to one of their accounts, we could update the external ID for their email to match that account. However, when we try to do that it we get an error: " {"email"=>[{"description"=>"Email: XYZ@gmail.com is already being used by another user", "error"=>"DuplicateValue"}]}I thought we were selecting a user by their email and then updating it, is that not correct?

Hi All, Recently there was change in error message returned by Zendesk when a profile is processed. (Error message "This email is already taken. Try another email." was changed to "Email: is already being used by another user"). Since we had this error configured in our backend jobs, change in this message resulted in certain processes to fail.We want to be notified of such changes in future so that we can take proactive measures to prevent processes from failing. Also, it would be helpful if we have a unique error code which  remains constant though the error content changes. 

Hello everyone, I am looking for a tool to track the time of tickets. There is already time tracking, but I need to update my account.Other tools are tracking the time I spend on tickets, but the final user is unable to see the time I spent. Is there a tool available to track the time I spend on tickets and transmit it to the user?

Hi Team, We are developing a Zendesk app that integrates with Azure DevOps APIs, using "Microsoft Entra OAuth" with the Microsoft Authentication Library (MSAL) for authentication. While the Azure DevOps API works as expected in the local environment, MSAL fails to initialize when the app is deployed as a private app. We would greatly appreciate any guidance or clarification on resolving this issue. Thank you!

I would like to know when an App is expanded or collapsed. According to this documentation this feature is available for Support Apps. I have a Support App (ticket_sidebar) but I see no event changes when following the documentation. Neither of these events fire.  ``` client.on('app.collapsed', () => console.log('collapsed')) client.on('app.expanded', () => console.log('expanded')) ``` I took a look at the `zaf_sdk.min.js.` in the browser dev tools and can only see 'app.activated' as a supported event. Does that mean that 'app.collapsed' and 'app.expanded' are no longer supported?

We have developed Zendesk Messaging for our application and we have used chat bot carousel as well. When we clicked the link, we would like to navigate within our application. But I am getting Ignoring navigate() call: FragmentManager has already saved its state. Is there any solution for that?

Hi,  We are using ZendeskSDKMessaging (https://github.com/zendesk/sdk_messaging_ios) , as part of the general update of our app, we need to use SwiftUI. We tried to invoke the messaging UI by Wrapping into a UIViewRepresentable, we are able to get the UI working but the close button on the navigationbar doesnt show up, we tried manually setting it to navbar but sdk seem to override all of those. We could see some constraint breaks (see below) which we believe is causing this issue. Can you take a look? this is blocking us from SwiftUI migration Make a symbolic breakpoint at UIViewAlertForUnsatisfiableConstraints to catch this in the debugger.The methods in the UIConstraintBasedLayoutDebugging category on UIView listed in <UIKitCore/UIView.h> may also be helpful.Unable to simultaneously satisfy constraints.    Probably at least one of the constraints in the following list is one you don't want.     Try this:  &n

I used ZendeskSDKMessaging for live chat in iOS. When I try to take a photo from the camera and send it, it always failed to upload, but when I uploaded it from Image Picker, it uploaded normally.

I noticed that Zendesk allows some redirection through https://support.zendesk.com/ping/redirect_to_account?state= endpoint to another Zendesk account, however, when I try to redirect from my account to another account using the same endpoint - it fails. How can I use it in my local account?

Hi, I am having trouble getting Authentication working for the chat widget according to these instructions: https://support.zendesk.com/hc/en-us/articles/4408838925082I have configured the chat widget to request authentication tokens, and they are indeed being requested from our API and sent on to the authentication endpoint. However, the call to embeddable/authenticate that the widget makes after obtaining the token is always failing with status code 403 and error response: {"error":"Forbidden","message":"Secret invalid"} I have verified that the secret being used for JWT generation is correct, and the JWT itself looks valid when using the debugger on jwt.io. It also contains the payload specified by the above article: At this point I'm not sure what else to try - could you provide any guidance?

https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/android/advanced_integration/I would like to clear messages in my Android app after ending a conversation.I am doing .invalidate() function and next Im creating new instance.It should work and clear messages, but it doesnt;Invalidate the SDKInvalidating the Zendesk SDK refers to the process of stopping its current instance. Upon instance invalidation, Zendesk SDK nullifies the invalidated instance and references to the internal storages are lost. This ensures that unused data does not accumulate over time, freeing up system resources. When the end user logs out, the Zendesk SDK removes all user details from local storages and terminates the real-time connection. Invalidating the Zendesk SDK instance means that no messages nor notifications will be received.

Hello, I have a question about the Zaf app for ticket editor. I am using ticket.editor.insert to insert a string, which contains markdown/HTML text for the link (e.g., `[hello](https://test.com)`). The documentation does mention the sanitation and removal of html and/or css. Is there any way to do this so the text `hello` becomes a linkable text rather than a plain text `[hello](https://test.com)`. For Zendesk api, I could specify the html_body parameter which resolves the issue but I don't see similar functionality for the ZAF app for the ticket editor. Thanks in advance!

Permanently Delete User endpoint doesn't return response in my App. Once API call hit rate limit which is 700 call per 10 mins, there is error in console. However the App couldn't get responses nor any errors. Does anyone has any ideas to deal with status 429 errors in Apps? This error happens only when the app runs simultaneously by several users. This is rare case though, I'd like to show "Too many request" error message on UI at least. Thank you in advance.   Here is source code which has a problem. var options = {    url: '/api/v2/deleted_users/' + userId,    type: 'DELETE',    dataType: 'json',    contentType: 'application/json',};try {  return client.request(options).then(    function (data) {      console.error(data);      return data;    },    function (error) {      console.error(error);      return error;    }  );} catch (e

Hello, im doing integration for fetching zendesk articles within a given category. Problem is that i cannot see a effitient way to fetch Unique articles. Each article may be putted into multiple sections and category contains multiple section.is there any efficent way to fetch unique articles in category without looping through each section in category and filtering by id?such aproach uses multiple api calls and its not performance well.  below is my poor performance solution ;( i guess filtering such things like unique articles should be waay better done on your api side (or maybe is it but im doing wrong :P) "zendesk/zendesk_api_client_php": "^3.0"  public function getArticlesByCategory(int $categoryId, int $page = 1, int $perPage = 25): array { try { $sectionsResponse = $this->client->helpCenter->sections()->findAll(['category_id' => $categoryId]); if (!isset($sectionsResponse->sections)) {

I created a Switchboard with a custom Switchboard integration (as the default integration) and the "zd:agentWorkspace" as a second integration, as shown below: {    "switchboardIntegrations": [        {            "name": "zd-agentWorkspace",           "integrationId": "64a***6aa",            "integrationType": "zd:agentWorkspace",            "deliverStandbyEvents": false,           "nextSwitchboardIntegrationId": "650***13d",            "messageHistoryCount": 10,           "id": "64a***e39"        },        {           "name": "Custom Bot",           "integrationId": "650***431",            "integrationType": "custom",      &n

Hi team, We want to stylize a window “Does this article answer your question?” and the ticket form background “Description”. As you can see from the screenshots above, we have customized other elements to be dark, but these windows are not customizable, as they are most likely hardcoded. We searched for these elements and tried different variations with the available code of the default Copenhagen theme, but unfortunately, nothing worked.Zendesk Support confirmed that these elements are hardcoded. We know that it is possible to upload your own theme, but that still requires more resources, and we only need to style these elements.Please advise if it is possible to make these elements customizable? Thank you. 

Hello,  Is it possible to create a query with Zendesk API to have all datas that we have with our customer suppport ? We would like to have a query that give us all questions from clients with answers from agents for each ticket on Zendesk? In all different channels, for all languages. 

HI! I’m working with Zendesk Help Center to create a custom Help Center and personalize the UI by customizing the theme code. To do this, I need to import the theme from a local environment or through a CI/CD pipeline using the following command (with ZCLI as specified in the documentation):zcli themes:import --brandId=<BRAND_ID> However, the import process fails with the following output:Creating theme import job... Ok  Creating theme package... Ok  Uploading theme package... Ok  Polling job status... !  ›   Error: Import job timed out  Are there any suggestions or specific configurations we should consider to resolve this? Perhaps a way to increase the timeout?

Hi, There is a new feature in Zendesk that allows us to customize CSAT for a scoring from 1 to 5, which is great and would be very useful for quality assessment. The problem I'm facing is that this information is not displayed anywhere, except for the end-user. We can't access this information through Support, Explore, or APIs. Currently we see simply GOOD or BAD review. Please, I would like to request a review for this, given that information without proper visualisation doesn't give us the possibility to act on it, therefore it's not useful right now. Thank you!