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Dear Zendesk Support Team,I would like to propose an enhancement to the current trigger update functionality in Zendesk. Specifically, I am requesting that the update process for triggers be modified so that new information can be added via API without removing existing actions and conditions. Currently, updating a trigger is more akin to modifying the entire trigger rather than simply appending new information.Additionally, it would be highly beneficial to have the capability to perform bulk updates on triggers for attributes beyond just priority. This enhancement would greatly improve the efficiency and flexibility of managing triggers within Zendesk.Benefits of this Improvement: Preservation of Existing Configurations: By allowing updates to add information without altering or removing existing actions and conditions, users can make incremental changes without risking disruption to established workflows. Enhanced Efficiency: The ability to perform bulk updates on various trigger a

Creating application approach: I have created a private zendesk application with that HTML file and a server-side application integrating it with ChatGPT.  The idea is to enhance the emails shared by the engineers in a more formal and technical manner.   We are using a .env file to store the OPEN_API token to access the OPEN API endpoint and the application is working perfectly during testing.  Now, uploaded the project to github and deployed the server side application on fly.io. The front-end of the application is compressed and uploaded to zendesk. Though the front end is working, we are not getting any response from server side application. 

Hello Zendesk, Are there any plans to provide webhook events for the job status updates? Thanks!

Hi does, anyone know how can I format my support ticket comment content as HTML using android support SDK.When I add comment with string value with HTML tags, it shows up as is in dashboard and doesn't get rendered as HTML.

Hello,I work on Zendesk  SDK integration in my iOS app.We are using anonymous identity to open a ticlet with both user mail and user name:Zendesk.instance?.setIdentity(Identity.createAnonymous(name: name, email: email) We are using the SDK to create a ticket:func createRequest(completion: (Error?)->Void) {        let request = ZDKCreateRequest()        request.subject = "this is a test"        request.requestDescription = "Please delete this request"        requestProvider.createRequest(request) { (result, error) in            completion(error)        }    } When we retrieve the number of tickets just after creation, we call:requestProvider.getAllRequests { (list, error) in            print(list)        }list contains 1 element. The issue is when we call “getAllRequests”

Hi everyone,I'm encountering an error on the SDK side when decoding a JWT token for user login. I've followed all the instructions and generated the JWT token, but when I try to log in, I get a decoding JWT token error. How can I solve this problem? Has anyone else experienced this issue before? Could you explain what other factors might influence this error? I validated the token before creating this post, and it is valid.Error name: ZendeskSDKConversationKit.ConversationKitError.failedToDecodeJWT Thank you!

we are getting this error while initializing the  Zensdesk SDK.we are using the ZendeskSDKMessaging“Zendesk SDK failed to initialize. Request failed with error: The request timed out.”SDK version : 2.21.0 

Hi I am using the following endpoint  /api/v2/requests to create zendesk tickets on our account. We have the tickets creating correctly and correctly populating a number of custom fields. But one of our fields does not seem to populate. The field in question is a drop down field with multiple possible values.   I am following the docs here around custom fields. https://developer.zendesk.com/documentation/ticketing/managing-tickets/creating-and-updating-tickets/#setting-custom-field-values   and like I said other custom fields are working correctly.  I have attached the below json of the custom field that we are sending.    ``` {   "custom_fields": [       {           "id": 10767612515085, "value":"orders__live_recording_request__order_fulfillment_"       } ] } ```   I have redacted the other custom fields from that json that are working. But for some reason when the ticket is submitted the fi

Hi I'm trying to get an overview of the articles we have in Zendesk to match them to a set of KPI's we have. I'm currently using the following REST API:https://<company>.zendesk.com/api/v2/help_center/articles.json However by default I'm not receiving all information since the API uses pagination. I'm connectin with Qlikview REST API and I have the following fields to fill in :- Next_page parameter -→ I set this to next_page with value 0- Page size parameter -→ I set this to per_page with value 100- Total pages parameter-→ can't find this in Zendesk API documentation- Data Indicator Path -→ Can't find this in Zendesk API documentationAny help would be appreciated. 

I'm currently working on a project that integrates Google Apps Script with the Zendesk Request API. Currently, I can create tickets from Apps Script using the Request API. Initially, I implemented an authentication token process, but a few days ago, I started receiving spam. Upon checking the documentation, I discovered that the API endpoint is open, meaning the authentication process wasn't being utilized, and tickets were being created without authentication.When I enabled the "Require authentication for request and uploads APIs" option in the Admin center, the endpoint returned the following error:API Response: {"error":"Couldn't authenticate you"}Could anyone pinpoint where the error might be in the authentication process?Here's the script I'm using:function createZendeskRequest( name, email, topic, region, subregion, cc, subject, description, zendesk_email, zendesk_token,zendesk_api) { // Zendesk API endpoint for creating requests var zendes

Hi there, We have a channel  framework based app and are running into an issue with identifying comment authors as agents instead of end users.  In the channel framework, we are only able to specify a few fields as described here: https://developer.zendesk.com/documentation/channel_framework/understanding-the-channel-framework/pull_endpoint/#author-objectOur issue is that when we post comments back from agents, they are automatically added to Zendesk as new end users. There is no way to mark them as an agent or tie them back to an existing agent in Zendesk. Additionally. because they are marked as end users, the ticket status seems to get reset to Open which is not what we want. Is there any solution or workaround to this issue? Thanks in advance.

Hi all! 👋 I am the primary Zendesk administrator at a company that is currently using the Zendesk Unity mobile SDK. I've noticed that the email field disappears intermittently on the end user's form. I realize that this can happen if the end user has submitted a ticket before (and Zendesk just stores that information), but I've also noticed it happening when an end user has never contacted us before.This leads to some of our tickets appearing as “Mobile App User" with no email address attached to the requester, meaning that we have no way of getting back in contact with the end user who submitted the request. We are also not currently using the in-app conversations feature, as we prefer to gather more data from the user by filling out the form instead.I've been doing some initial testing, and I noticed that the email field sometimes disappears if I make any changes to the SDK from Zendesk's end. For example, I wanted to customize the confirmation message for the end user, and after I

I am learning the Curlybars templating API, because I want to try to change how the “Articles in this Section” works. For example, if we have 11 articles in a section, it's not a great design from a UX perspective to have the reader click “See more”, taking them away from the current page, only to see just one additional article in the list. A more robust article navigation tree on the left side of the page would be preferable.But, according to this page, section.articles has a size limit of 10 “for performance reasons”.Similarly, on the section page where the “See more” link takes you, the section.artilces size limit appears to be 30 - I would like to show more than 30 per page here to eliminate the need for pagination in our larger sections, to try to improve the navigability of our documentation.Can anyone expand on why these particular objects are so limited for performance reasons? And, are there any ways around these limitations? Thanks!

Hello, I encountered an issue while using the Live Chat API. I am stuck at the "Send a message from a visitor" step. The messages sent from the simulated conversation using the web widget are not being received by my local server.I followed the steps in this documentation: https://developer.zendesk.com/documentation/live-chat/getting-started/getting-started-with-the-chat-conversations-api/ and referred to the code in this link: https://codesandbox.io/p/devbox/51rorvmwx?file=%2Fsrc%2Findex.js%3A70%2C22I don't quite understand how the web widget on the page communicates with my local index.js. The documentation shows that it should work this way, but in reality, the backend service in index.js is not receiving the messages sent from the widget. I'm stuck here. Please help me resolve this issue. Thank you!

We are integrating a chatbot using Zendesk Messaging SDK in our app and facing the reloading issue when users are chatting. Here are the steps to reproduce. Start ChatBot → Start ChatBot → Open ChatBot a while Send some message=> After a while, chat auto reload when user send the message  

I have two questions that when I set up in the Android Messaging “Notification” tab.1. The question that I have checked our Android firebase information, it can see the Project ID, Private Key, but not Client Email, kindly advise where can I found it.  2. Second with the problem have facing, although I tried to use our “Client Email” set as a specific one, and an error message was displayed right top as below, I have try again around 2 days but no luck.Something went wrongGive it a moment and try again 

We're trying to use UXCAM SDK to record user activity. With Zendesk SDK UXCAM fails to record sessions, without Zendesk SDK UXCAM records. Zendesk SDK is not even initialized is only loaded in the APP.

Crash we receivedCaused by java.lang.NullPointerException: Attempt to invoke interface method 'java.util.Iterator java.util.List.iterator()' on a null object reference at zendesk.support.DeepLinkToRequestActionHandler.handle(DeepLinkToRequestActionHandler.java:48) at zendesk.support.DeepLinkingBroadcastReceiver.onReceive(DeepLinkingBroadcastReceiver.java:81) at android.app.ActivityThread.handleReceiver(ActivityThread.java:3187) at android.app.ActivityThread.-wrap17() at android.app.ActivityThread$H.handleMessage(ActivityThread.java:1672) at android.os.Handler.dispatchMessage(Handler.java:106) at android.os.Looper.loop(Looper.java:164) at android.app.ActivityThread.main(ActivityThread.java:6494) at java.lang.reflect.Method.invoke(Method.java) at com.android.internal.os.RuntimeInit$MethodAndArgsCaller.run(RuntimeInit.java:438) at com.android.internal.os.ZygoteInit.main(ZygoteInit.java:807)* What version of the Zendesk for

We have our webhook set up such that it makes a POST request to our internal API. We want to authenticate this request by verifying that it came from zendesk by following the documentation outlined here.    We've setup the NodeJS verification example exactly as described, and pulled the webhook secret from a live webhook, and pulled live webhook invocation request headers for the timestamp and signature, exactly as described for testing our verification logic, and the signed values never match. We have also tried testing the webhook with the static test secret noted here.   Could we get a list of the most common mistakes made when verifying webhook signatures? Do you have a python example of verifying webhook signatures that we could refer to? Would it be possible to set up a call to speak with a support specialist directly about the issues we're seeing?

Hello, I am trying to trigger an event from the ticket/user sidebar using the ZAF Client like this https://developer.zendesk.com/api-reference/apps/apps-core-api/client_api/#clienttriggername-data client.trigger('open_flex_popover'); And catch it in a different place (Twilio Flex Plugin) using another ZAF Client. this.zaf.on('open_flex_popover', function() { console.log('opening!')}); Since this happens in the same browser window, I was expecting to be able to catch the action, but it doesn't seem to work.   If I am triggering and listening in the same html file, it works, but that doesn't help me much.   Do you have any idea why the action is not caught? Do you have any alternatives? Ideas? I am kind of stuck.

When opening a popup window and directing the user towards OAuth, the OAuth service redirects the user to the identity provider (/login page). This login page responds with a header 'cross-origin-opener-policy: same-origin'  which causes the browser to block the document loading.

We created a trigger that counts number of times an agent makes update to ticket,using this trigger via webhook.the trigger is firing fine.However, when the status is selected a On_hold the agent reply count doesn't get updated unless another response is sent and the status is updated as Open, Pending or Solve.We have been told that this is due race condition that occurs with usage of  business rules (ex. Trigger, Automation) and the API simultaneously. It would be great if we could have any form of fix for this issue in future.

When searching for multiple values of the same custom field, one can add the following to the query  parameter of the /search endpoint:custom_field_1234:some_value custom_field_1234:some_other_value This will search for instances where the custom field with ID 1234 contains “some_value” or “some_other_value” - this works as expected. When searching the same field for blank/NULL values, one can include the following to the query parameter:-custom_field_1234:*And, this will correctly return all instances where the field with ID 1234 has blank/NULL values. There is an issue, however, when combining the two. Example: I need to find all instances where the values is either “some_value” or is blank:custom_field_1234:some_value -custom_field_1234:* This will result in only the blank values. Is there another way to accommodate this use case? 

It would be nice if we could hide the text on the web widget (classic) launcher via widget api.