Platform and Developer

Hello Zendesk Support,I am encountering an issue with file uploads in the Zendesk Chat SDK when using a custom ChatAPIConfiguration in my app. Here are the details and steps I have taken: Configuration Setup: I initialize ChatAPIConfiguration with visitor information such as name, email, and phone number retrieved from user session data. The configuration is then assigned to Chat.instance?.configuration. File uploads do not work as expected; the ChatAttachmentMessage log shows a localURL for the file but lacks an uploaded url, which I assume means the upload hasn’t completed successfully. Code Details: Below is a summary of the configuration and initialization code being used: var chatAPIConfig: ChatAPIConfiguration { let chatAPIConfig = ChatAPIConfiguration() guard let email = session.object(forKey: "user.email") as? String, let firstName = session.object(forKey: "user.name") as? String, let lastName = session.object(forKey: "user.last_name") as? St

It seems that with the API, macros can only be applied to existing tickets. I'm trying to set up a process where a ticket gets created with a macro already applied (the macro includes a comment template, which I would like to be the first comment of the ticket). This can be done manually through the Zendesk portal, but is there a way to do this through the API in the create ticket POST request? Thanks for the help!

When using the messaging widget on both Android and iOS and creating buttons with options for customer to click, the button only shows “option not supported” instead of the actual text. This works fine in the web widget.How come it doesnt work using mobile  apps?

I have a custom Contact Us form that was built via AJAX. The files uploaded via API call to https://narvar.zendesk.com/api/v2/uploads.json are successful and token is returned. However, the uploaded file is corrupted and does not open. Can someone assist regarding this? This is the code that is being used  const attachmentTokens = [];const username = "user@user.com"; // Replace with your usernameconst apiToken = "token"; // Replace with your API tokenconst authHeader = "Basic " + btoa(username + "/token:" + apiToken); // Concatenate username with /token and the API tokenfor (const file of files) {const formData = new FormData();const fileName = encodeURIComponent(file.name);const fileContentType = file.type || "application/octet-stream"; // Default to a generic binary type if type is not availableconst fileBlob = new Blob([file], { type: fileContentType });// Log the file as a Blob for debuggingconsole.log("File Blob:", fileBlob);formData.append("file", fileBlob, file.name);c

Hi there,I am struggling to understand the push endpoint documentation on how to set the fields for the author ?Let's say this is the author object:{ "external_id": 1, "fields": [] } How do I add the email to the fields array ?The description of the attribute says:> Array of items containing user field identifier ('id') and value of field ('value'.) For system fields ('notes' or 'details'), the identifier is the English name. For custom fields, the identifier may be the ID or the nameBut when adding it as “fields”: [{"email": “something@example.com”}], the email does not show up.Am I restricted to only notes and details ? If so, do I add them as key value pairs[{"notes": “a note”}, {"details": “some details”}] ?Thank you for your help. 

Hi dear I want to register new user account by using API. I want to set ‘agent role’ for ‘Support' and ‘viewing role’ for ‘Guide’.What value should I put in which setting? We are subscribed to the "Support Professional" plan. best regards

I am evaluating Zendesk Unity SDK, and after following the Getting Started guide and building for iOS and Android, the Zendesk messaging interface fails to open.Here are the logs:[ZendeskLog][ZMLocalisation:70] Localisation initialisation successful - SDK Language set to: English Failed to query Zendesk message count: Operation failed with error: UnreadCountError.NoUser. See 'Error' property for details. [ZendeskLog][ZendeskMessaging:192] Conversation Fields have been successfully set [ZendeskLog][ComplexStorage:32] There is no stored data for the given key [ZendeskLog][MessagingCoreEventsHandler:23] [RTC] [WebSocket] Opening... [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... [ZendeskLog][MessagingCoreEventsHandler:23] [RTC] [Web

I send { "organization": {   "external_id": "customid" }} to the put api for update org, no errors  but it doesnt save the data.Is there a different way to update the external_id??

The team have deployed the SDK across iOS and Android but I cannot figure out what we need to do to trigger a notification email back to the user that we have received their enquiry.Any help? Cheers,Cal. 

Hi, My application has a feature to pin some comments and side conversations for better attention in the ticket sidebar. Still, it seems like there is no way to navigate to a specific side conversation from a sidebar application (like when you click on one of them in the comments section then the right panel will show the conversation). Does anyone have any suggestions?

Steps to reproduce:1. Navigate to RequestActivity (chat)2. Turn off the internet3. Try and fail to send a message, an error will be displayed ("Message failed. Tap to retry")4. Tap the messageRetryDialog will pop up, but it will be dimmed with the rest of the screen (although still clickable) Also there is a padding issue (start) with long texts:

Hi Team,I want to add a new end user via API. Can you please provide end point for that or else is there any other way of doing it through API?Thanks

I have read the documentation for  “Enabling authenticated users with the Chat SDK”. In the documentation, the following fields are mentioned: name, email, iat, external_id and exp. But I have configured some custom user fields at Zendesk admin dashboard > Manage > User Fields. And I would like to automatically fill these fields too. To do that, I have tried to add a field user_fields to the JWT. It is a dictionary of custom user field key and values to set on the user. Each custom user field is identified by its field key found in the user fields admin settings. For example: {    "email": "jane.doe@gmail.com",    "name": "Jane Doe",    "user_fields": {        "telefone": "11999999999",        "cpf": "12345678909"    },    "iat": 1631549926,    "external_id": "my-user-id"} By doing this, only the name and email where filled at Zendesk Chat dashboa

I am retrieving user events from the Events API for the admins on my account. In the results, I see events like ticket_requested, article_viewed, help_center_searched, article_search_result_clicked, etc. My question is, where can I find a list of all the events this API tracks? Obviously my admins are updating tickets, editing/publishing articles etc, but these don't show in the results. And is it possible to extend this functionality, either through a Zendesk setting or a custom developed solution? We are on the Suite Professional plan. Thanks,Daniel Bernens

Hello. I am trying to develop a Zendesk support app in react. However, when I create a project with zcli apps:new – scaffold=react, Manifest.json has "location":         { "support":                   { "ticket_sidebar": {                          "url": "http://localhost:3000/",                           "flexible" : true } } }, but I want to create an app with nav_bar, not ticket_sidebar.  Q1. If I set it to nav_bar, should I set the option to "location": { "support": { "nav_bar": “http:localhost:3000” } },?  Q2. If you write like Q1 and run npm run build, it will be written like this: "location": { "support": { "nav_bar": { "0": "h", "1": "t", "2": "t", " 3": "p", "4": "s", "5": ":", "6": "/".  Q3. Should I write nav_bar like this: Assets/index.html

In my Zendesk side app, I tried to send an API request to an external server with the "cors: false" option, but I received a 504 response.The external server has added the information obtained from "/ips" to the firewall whitelist. If the external server request URL is, for example, https://abc.abc.com:3000/test, the request is processed successfully when tried from a Zendesk webhook. I am wondering why the request is not being processed correctly only when tried from the side app.Could you also check how the request was sent from the proxy server?

Per documentation POST request reply with 201 Created and specifically for `POST /api/v2/tickets` it returns the newly created ticket, for example: Status: 201 CreatedLocation: https://{subdomain}.zendesk.com/api/v2/items/123.json { "item": { "id": 123, "url": "https://{subdomain}.zendesk.com/api/v2/items/123.json", "name": "Wibble", ... "created_at": "2012-04-04T09:14:57Z" }} What is the possible meaning of a 200 Ok reply with body `{"success":true}`? Reference: API Response Format: https://developer.zendesk.com/api-reference/ticketing/introduction/#response-format Create ticket: https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#create-ticket

I recently updated our ZendeskSupportSDK from 6.1.4 to 8.0.2 and started getting crashes when testing on an iOS 12 device. The console error:SwiftUI.framework - SupportSDK.framework/SupportSDK  Reason: image not found This is a known issue found when building with Xcode 15. More details: https://stackoverflow.com/questions/57907817/dyld-library-not-loaded-swiftui-when-app-runs-on-ios-12-using-availableios-13Because we support users with iOS 12, we wont be able to update our version of the SDK until this is resolved.Thanks for your understanding and support.

I'm using client.request() and {{settings.username}} etc in App API requests, however some of my settings simply do not change. If I use small text words like "foxtrot" or "uncle" those words get saved to the settings at least some of the time... but not always. Anything with an email in it doesn't save. Anything with more than 10 characters, or letters and numbers in it, doesn't save, or at least doesn't inject through the proxy. Why are my settings intermittently going missing at the proxy, or are they going missing on save?  If so why is there not better validation and error reporting on this functionality?  Why am I left to guess what might be happening here? Setting the settings:   The client.request() post data:   What's received by the remote server:   I've been following the documentation from these locations: https://developer.zendesk.com/documentation/apps/working-with-data/getting-data-from-an-external-application/#test-and-update-the-app-after-in

We’re currently developing a custom Zendesk app and aim to make it accessible for end users directly from the Contacts list under the Apps menu. We’ve noticed that the Mailchimp for Sell app is available in this menu, and we’d like to achieve the same positioning for our private app. However, we're unsure how to configure it to appear in the Apps menu.Has anyone successfully added a private app to this section? Any guidance on how to set this up would be greatly appreciated.

In my Zendesk application in the top bar, my application is loaded twice and sends blocks of the same page. Can you tell me why and how to address this issue via the API? Best regards

I have created a webhook which will call an end point URL and then retrieve a Bearer token from the end point URL. Now I want to use that bearer token for my second webhook for authentication. How is it possible to store the webhook response so it can be used for subsequent webhook? Or is there any other possible way that the first webhook response can directly be used for the second webhook authentication

Hi, I'm using “/api/v2/users.json” endpoint to find users; however, it seems that it works as fuzzy search. For instance, with user phones “12345” and “1234” and query “123” I get both and occasionally results are not ordered from best match to least match. This may cause issue since user search should be conducted in exact match manner. Is there an option for it, or any alternative way to avoid handling this on code level?

We are in the process of setting up automatic provisioning for users in Zendesk. using the Azure provisioning feature of the Zendesk enterprise application. But we are running into an issue where we need to pull multiple attributes as tags. Which is a problem as the provisioning tool only appears to accept one attribute to create as a tag. Has anyone else encountered this problem, and if so, how did you end up resolving the issue?

Hey there - I was curious if anyone has any experience with hyperlinking to related tickets in a Zendesk App – I have an app that shows links to related tickets. I'm using a `target=blank` param in the `<a>` tag. This opens a ticket into a new browser tab. It'd be nice if the ticket just popped open in a ticket tab in your existing zendesk support UX (within your existing browser tab).The Zendesk Linked Ticket app does this nicely. I inspected the app on my instance, but am not seeing any clues for how to handle the hyperlinking.