Platform and Developer

Hello I'm trying to connect voice flow to Zendesk in order to create tickets but I keep getting the error write EPROTO 1010F8ADFFFF0000:error:0A000410:SSL routines:ssl3_read_bytes:sslv3 alert handshake failure. I'm new to all of this and your help would be appreciated 

The Smooch_settings_notificationIntent override doesn't seem to work when application is launched from notification tap in quit state.To reproduce,replace<string name="Smooch_settings_notificationIntent">io.smooch.ui.ConversationActivity</string>with<string name="Smooch_settings_notificationIntent">com.yourapp.MainActivity</string>When app is in foreground/background, this override works just fine as the ConversationActivity is NOT launched directly on notification tap, but when app is in quit state, it doesn't respect the override and launches the ConversationActivity anyways.Reference docs: https://docs.smooch.io/guide/native-android-sdk/#notification-action-intent-override

My Zendesk support plugin integrates with a backend that uses AWS Load Balancer to route traffic to the most efficient target. AWS Load balancer uses cookies to enable sticky sessions, which handles directing subsequent requests to the same target as the previous requests from the same session. I cannot find documentation suggesting that the ZAFClient supports passing the cookies from the browser to the final endpoint. This prevents ZAFClient requests from leveraging the sticky session functionality provided by Amazon. This lack of compatibility for sticky sessions is causing performance defects; the user receives cached data when routed to the wrong target. My plugin uses the ZAFClient to handle all API requests, it cannot use standalone AJAX requests without the ZAFClient because secure settings are needed to handle authenticating the API. Do you have any recommendations for how to add support for sticky sessions with ZAFClient calls to AWS Load Balancer?

In our test environment we noticed that when calling GET /api/v2/users/search?query=email: (that is to say, with a blank email) it returns a user with an email. This doesn't seem intentional, I would expect a 400 error (or a list of users with no email, although I imagine it'd be better to have that functionality under a more explicit search string such as email:null or something).

Hello, Secure settings in the manifest will only be pasted into the code by ZD via a placeholder and only as the last step before execution That is fine for a basic user-pass auth, but not anymore if you need to, like in my place, create an HMAC of the secret and only that value can be used for authentication. Anyone knows how to solve this? I don't think it's a very good workaround to store the secret code directly in the code. But momentarily is seems to be the only solution. Thank you!

Hello, Till now I tried without success to make the App close a ticket in the GUI. I'm not speaking about the ticket status. Is there a way? I also checked if I could use the functionality behind the close button on the Chat. But Zendesk built it so, that I can't really follow what happens there. So I can't know if I can somehow replicate this. Also most of our agents work in the Guided mode. I did not find a way to make the App move to the next ticket in the GUI. Is there a way? Thank you!Sebastian

What should be payload in the API call DELETE /api/v2/oauth/tokens/current.json

Hello I'm using the Zendesk Web Widget in Web for chat and implemented the authentication as described in this guide: https://developer.zendesk.com/api-reference/widget-messaging/web/authentication/ This works but I want to be able to track if there are errors in the loginUser callback, so I can monitor this and also prevent the chat widget from opening if that happened. My code looks something like this: zE("messenger", "loginUser", function (callback) { const jwtToken = generateJWT() callback(jwtToken)}) If my `generateJWT` function produces an invalid token I can see in the console that the Zendesk script is making a POST request to https://<subdomain>.zendesk.com/sc/sdk/v2/apps/......../login And this results in a 401 error. But I don't have any way to know this happened and take an action when it does. I tried globally intercepting `fetch` but I can't see that call in my interceptor, so I guess you don't use fetch internally.  How can I intercept these calls and react

We are currently using the Zendesk Messaging SDK (latest version is 2.25.0), which is adding the READ_EXTERNAL_STORAGE permission to the Manifest file. Google's new policies around photo and media permissions will not allow apps with this permission to be published. Are there plans to update this SDK to use a photo picker? (I've noted that the Classic SDK as of version 5.3.0 has been updated to a photo picker, but not this Messaging SDK).For reference, this is the dependency causing the issue:implementation "zendesk.messaging:messaging-android:2.25.0"

Hi Community! I am looking for suggestions or best practice on managing LinkedIn comments/requests. I am aware that Zendesk does not have a native integration with LinkedIn, but I haven't found any good app solutions either. We have a social team that manages LinkedIn comments, but we are unable to send private messages unless it is through our employee's personal LinkedIn account. This has been difficult to navigate, because customers will comment on posts, and directing them to support addresses is a challenge when they are trying to receive support through a social channel. Any advice is greatly appreciated!

When the Zendesk servers reach out for Webhook connections, what is the source IP addresses for those Zendesk servers? I need to `allowlist` those through our firewall to our target server. Thanks!

The Zendesk Unity SDK adds approximately 30 MB to the application size due to the mandatory fonts included in the plugin.We need a way to provide our own fonts from the project since we already support all the required languages. Many projects cannot accommodate this kind of overhead with 30 MB of unnecessary fonts. Our current approach is to copy the package locally and remove all fallback fonts from the provided font asset. Of course, this will lead to losing support for hieroglyph characters, but it reduces the size to only about 1-2 MB using the dynamic Roboto font.Another approach would be to change all references of TextMeshProUGUI fonts in the prefabs located under the Resource folder to our own fonts. However, this approach is not ideal for us because Zendesk is integrated as an additional module to our core plugin, which then goes to all other projects, and each project may have its own font. Ideally, it should work with Zendesk as a plugin by creating a few variants

HTTP response body: {"errors":[{"code":"forbidden","title":"Invalid scope"}]} Getting the above using API keys from zendesk / smooch both of those.

curl https://{subdomain}.zendesk.com/api/v2/apps/{app_id}/public_key.pem -u {email}:{pass} I have app_id I can't understand which subdomain I must use and correspondingly which email and pass? I have dev account, I tried dev subdomain and email and pass and I get 403 Forbiden I'v tried subdomain of my client and my email and pass - still nothing I'v tried email and pass from apps.zendesk.com - nothing I just can't figure out which combination of subdomain and email should be used Please help!

I'm using the Translation API and would like to PUT a new translation in draft=true. There's an existing translation that is published (draft=false). I would like to have a later draft version and keep the existing older, translation published. Is this possible? What's happening is whenever I PUT a translation with draft=true, it unpublishes the existing translation. Thanks.

Hi,I've come across a possible bug or at least been trapped in a feature I don't appear to be able to get out of.We have an app that when certain criteria are met, prevents submission of a ticket using client.invoke('disableSave')And the app enables save later when the ticket is updated to meet criteria.However, if an agent has a ticket in the disableSave state and then skips that ticket, now they are locked into that disable save state unless they can get the app to enable the save on this ticket (which may never reach the criteria, or is not in a workspace that contains the app) or they reload Zendesk entirely. At that point, even coming out of the ticket into a view and selecting a ticket will still have save disabled.I cannot detect the agent skipping their ticket and remove this state, and if they then end up on a ticket without the app, then the app can't self resolve and they won't be able to save the ticket without reloading.I would not expect Zendesk to persist the disabl

Hi all, We recently switched to Zendesk Messaging from socket-based Zendesk Chat for a better experience but at the moment we're having an issue with the experience. We notice that there are nothing in the transcripts that indicate that the user has clicked a button. As shown in the example content below: As shown above,  Zendesk Agent Workspace does not show any evidence of the user clicking buttons in between these 3 chat bubbles This often causes issues for our customer service agents as some information is missing for them to retrace the customer's steps. Is this something that is considered for a future uplift. Regards,

Hi team, Issue - we are using the below end points  to get user( ticket requester details), it is sometimes returning empty user array. (  we are creating users through create ticket api)/users/search.json?query=email:${email}/users/search.json?query=external_id:${externalId}Use case -create ticket using end point - /ticketspass requester details like email and external id as well, expected behaviour is ticket gets created as well as user(requester) gets created if it does not exist in zendesk.After successfully creating ticket our system expects the user(requester) to be present in zendesk system so calling user search api should give result, but in most of the cases the user list comes as empty if searched through the same email id which was passed while creating ticket in requester section. It seems there is some delay , The requester can be seen in zendesk platform but it seems user search api uses some other db where the data is sometimes not synced in real tim

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Whenever i try to login to sunshine it is showing me page 404

I used default RequestActivity and then selected the camera as a Messaging attachment, it returns to the previous page due to the lack of camera permissions. This issue did not exist in the previous version 5.2.0, where a request permission AlertDialog would appear.This occurs on both Android 12 and Android 14.

We're encountering intermittent issues with the Android Messaging SDK version 2.24.0 that are impacting our application's (singleinstance activity) stability and user experience. Specific Problems: Image Uploads Fail: Attempts to upload images through the SDK sometimes fail, preventing users from sharing media. Crashes: In certain cases, the app crashes completely during messaging interactions. These problems collectively create a frustrating and unreliable experience for our users. Could you please help in investigating and resolving these issues promptly to ensure the stability and usability of the Android Messaging SDK.

Hello guys!We have integrated Zendesk SDK in our Unity project, and then we started to get errors if we tried to close the Zendesk popup with a weak Internet connection while running ZendeskSdk.Instance.Messaging.ShowMessagingAsync(). It looks like we need to pass a CancellationToken to the function arguments to force the coroutines to terminate.  [ZendeskLog]: Conversation Fields have been successfully set   [ZendeskLog]: [RTC] [WebSocket] Opened...   [ZendeskLog]: [RTC] ***************** CONNECTED   [ZendeskLog]: [RTC] [WebSocket] Message sending...   [ZendeskLog]: [RTC] [WebSocket] Message sent...   [ZendeskLog]: [RTC] [WebSocket] message receiving...   [ZendeskLog]: [RTC] [WebSocket] message received...   [ZendeskLog]: [RTC] [WebSocket] Message sending...   [ZendeskLog]: [RTC] [WebSocket] Message sent...   [ZendeskLog]: [RTC] [WebSocket] Message sending...   [ZendeskLog]: [RTC] [WebSocket] Message sent...   Exception: [Zen

Hello, I implemented a custom form to create tickets via API, including attachments as well, which was working 2 weeks ago without any problem.Last week the newly uploaded contents are not available anymore in the tickets created via the tickets API and the attachments cannot be loaded in the ticket. Other attachments coming from the embedded form are fine and can be loaded.  The post request to the attachment API is returned successfully:https://company.zendesk.com/api/v2/uploads.json?filename=${fileName}But the uploaded file is not available on the returned value of upload.attachment.content_url and upload.attachment.content_url. Might it be a problem with the cdn server connected to the attachment API? Anybody else experiences this? All the settings in the admin and credentials for authorization are the same as 2 weeks ago when this was working perfectly.The file storage has still plenty of GB to fill up.What could be the problem? What other kind of informat

The power of Jira and Zendesk together... it's just beautiful.  Out of the box, the integration allows Zendesk Agents to create or link a Jira ticket to a Zendesk ticket.  However, this may not be enough. When Engineering has released the bugfix or feature, your Customer should be informed, right? That's where this User Tip comes in.  If you're ok with modifying the post functions on each of your Jira workflows, you can use a previous guide. If you prefer to do this more generically across multiple Jira Workflows, keep reading!   Step 1: Install the Jira Integration App on Zendesk and Jira (Cloud). Configure your Jira webhook for field syncing (in Jira). Step 2: Create a new API key in Zendesk for Private Comments: Create Webhook in Zendesk for Private Comments with the endpoint https://YOURDOMAIN.zendesk.com/api/v2/tickets/{{ticket.id}} Remember, the authentication is "basic" with the "email/token" for the user (I suggest using a service account!) and use the