Platform and Developer

Hi Team, We are exploring the development of a third-party integration between Google Threat Intelligence (GTI) and Zendesk. Our objective is to automatically push GTI ASM and DTM alerts into Zendesk and create support tickets based on those alerts. However, we have not been able to find detailed documentation or guidance on how to build, register, and publish such an integration within the Zendesk ecosystem. Could you please help us with: Documentation or best practices for developing third-party integrations Steps or requirements for publishing the integration to Zendesk Marketplace Thank you for your support, and we look forward to your guidance.

I am using ticket.requester.phone as the placeholder in my app which is supposed to pull a user's phone number and then search my company's API for their info to display. I keep getting the error InvalidPathError: Path 'phone' doesn't exist on node ‘requester’ Does anyone know another way to pull this? It works just fine using ticket.requester.emailconst client = ZAFClient.init(); client.invoke('resize', { width: '100%', height: '300px' }); let phone_number; // Use the Zendesk app client to get the ticket requester's phone client.get('ticket.requester.phone') .then(async function(data) { const phone_number = data['ticket.requester.phone'];

Hi, we have noticed that some messages that we sent via the Channel Framework Push endpoint never reach the agent workspace. https://developer.zendesk.com/documentation/channel_framework/understanding-the-channel-framework/push/ After additional tests, we have found that if a user sends more than 30 messages in a short time span (which is not uncommon in some active chats), message 31 and the following messages will not appear in the conversation log. Channel framework still sends us 200 Success as if messages were delivered normally.  We have been actively using the channel framework across multiple apps since 2018, and this issue only appeared recently.   Could you please look into this and remove the silent restriction on the channel framework? Thanks a lot! 

Problem StatementProject Managers appreciate a visual layout to understand the progress of various tasks related to their project, but this can be difficult to use effectively with native Zendesk functionality. This Kanban app gives users to organize tickets into projects, lay them out across a Kanban board, and edit the tasks as needed. ScreenshotsDashboard Task Board Detail View  Designer's Notes This app will likely take several rounds of back and forth prompts with the AI Agent as you work through the design. Make sure you have an understanding of how the underlying custom object is set up to ensure success. In particular, have the App Builder confirm how you’d like the project stages to be stored and managed in the custom object. You will likely need to work with the app builder on making sure API calls are made in parallel when possible to keep latency down, especially related to dragging cards.  Potential EnhancementsThis app can be customized in ma

Hello, Is ti possible to create a trigger or automation that automatically deletes empty tickets created when users mention us in their instagram story? It's a pain to have tickets in the view that are not actual messages.

Hi Zendesk Community,I'm experiencing an issue with the Zendesk Messaging SDK on iOS where tapping a CSAT (Customer Satisfaction) push notification does not redirect the user to the chat screen.Environment: Platform: iOS SDK: Zendesk Messaging SDK Current Behavior: When a user receives a regular chat message notification and taps it, the app correctly redirects to the chat screen. When a user receives a CSAT survey notification and taps it, the app does NOT redirect to the chat screen. Expected Behavior: Tapping the CSAT notification should redirect the user to the chat screen where they can see and respond to the CSAT survey.Implementation:I'm using the standard implementation from the Zendesk documentation:```let shouldBeDisplayed = PushNotifications.shouldBeDisplayed(userInfo)        if shouldBeDisplayed == .messagingShouldDisplay  {            PushNotifications.handleTap(userInfo) { viewController in      &n

Hello!I am embedding Zendesk Web Widget in the application. The embed is simple:<script id="ze-snippet" src="https://static.zdassets.com/ekr/snippet.js?key={myKey}"> </script>.The script is executed; the ze-snippet object is created and it makes a request to the https://ekr.zdassets.com/compose/{myKey} but the response 400 Bad Request. Can you highlight please any points I might have missed with the Widget? 

This behaviour can lead to issues since the user can send messages before completing the automatic messages and the data is not added to the support ticket.  Input field should be disable dy default when the covnersation view is opened.

Is there any API available to see the list of an agent's product access/roles and also add / remove product from this list?

Hi Team,We are currently using Twilio voice calls to connect users with an AI voice agent. We want to implement a warm transfer where the live call is transferred from Twilio to an available Zendesk agent, along with the full conversation context.At present, when we attempt to connect Twilio to a Zendesk group, it only creates a Zendesk ticket and does not transfer the live call to a human agent.We are looking for guidance on how to enable a true warm transfer of the active call from Twilio to Zendesk agents.

The crash happens on the latest iOS SKD 2.36.0. - 73% - iOS 18; 14% - iOS 17; 13%- iPadOS 26; Fatal Exception: NSInternalInconsistencyException The collection view's data source returned a cell without a reuseIdentifier. Cells must be retrieved by calling -dequeueConfiguredReusableCellWithRegistration:forIndexPath:item: or -dequeueReusableCellWithReuseIdentifier:forIndexPath:. Collection view: <UICollectionView: 0x15ba7ce00; frame = (0 0; 402 768); clipsToBounds = YES; gestureRecognizers = <NSArray: 0x16963cea0>; animations = { bounds.size=<CABasicAnimation: 0x16902b040>; bounds.origin=<CABasicAnimation: 0x1690299a0>; }; backgroundColor = <UIDynamicProviderColor: 0x10b6c6480; provider = <__NSMallocBlock__: 0x1132d4fc0>>; layer = <CALayer: 0x14d255bc0>; contentOffset: {0, 7213.333333333333}; contentSize: {401.99990000000003, 7613.333333333333}; adjustedContentInset: {56, 0, 366, 0}; layout: <ZendeskSDKMessaging.CollectionViewChatLayout

We are using the latest The Zendesk Messaging SDK 2.36.0, and we see a lot of crashes per day.  This is the highest crash in our app. A few insights from Firebase to investigate the crash:- The crash is happening in 95% on iOS 18,  3%-iOS 26. - 0% on background- in the previous SDK version, we saw this crash but the number of crashes was very low. But the number grew a lot in 2.36.0.Crashed: com.apple.main-thread 0 ZendeskSDKMessaging 0x3d508 specialized LayoutModel.insertItem(_:at:) + 177 (LayoutModel.swift:177) 1 ZendeskSDKMessaging 0x32004 specialized StateController.process(changeItems:) + 777 (StateController.swift:777) 2 ZendeskSDKMessaging 0x36258 CollectionViewChatLayout.prepare(forCollectionViewUpdates:) + 758 (CollectionViewChatLayout.swift:758) 3 ZendeskSDKMessaging 0x371d0 @objc CollectionViewChatLayout.prepare(forCollectionViewUpdates:) + 79056 (<compiler-generated>:79056) 4 UIKitCore

Hi!I'm working on a Zendesk App that when the user clicks on an “install” button, it will install a ZIS bundle and create a webhook.The installation process is: * Go to Admin Center * Add a private app * Add the corresponding configuration: secure settings for two api tokens provided by the customer * Click install * Go to Support view * Open the app * Click on install (this step is the one installing the zis bundle and the webhook) By using OAuth with the Zendesk account I'm able to do this without any problem and /or compromising any credentials. My problem:I need to pass the secure setting token, mentioned in one of the installation steps, create a ZIS connection to be able to use it when installing the bundle and also include it in the authentication data to create the webhook. Like this:ZIS:const Conn = { name: "abcd_connection", type: "api_key", api_key: settings.api_token, header_name: "

Good Day, I am attempting to create a Zendesk Community Post Published event trigger that will then send a slack message to a private channel. I have it working when I am testing the payload, however there is no way to save the payload that I want to send. As well, there seems to be no way to create a trigger from a community post publish event. It seems that the Zendesk Events Webhook, cannot then send data externally, however the Trigger/Automation webhook doesnt have access to community post events.  I understand that triggers might only be used for tickets, and that kinda makes sense. However how am I to be able to do this, if I cannot use triggers? Please help!

Hello all, Can we add Meta Title and Meta Description in our Help Center? if we can add that, where we can access the <head> tag in ZendeskThank you

Hi, We have in-house application where we store information about customers that were want to add to Zendesk:- License type- Customer creation date- Product versionand some other product related parameters. This in-house application has API which can be utilized to pull information. Some information is just important to display for agents like Product Version so they can search for relevant information in knowledge base, like whenever bug is fixed/not for example. Other information can be used for triggers/automations, like for example set high priority for customers with enterprise licenses. I believe there are multiple ways to achive above:1. Ticket fields + Zendesk Action Flows: it allows to use API to make a request on ticket creation, get the data and update the ticket:- It should be easy to implement, as it does not require any development except configuring Action Flow.- It allows to have infromation and act on that with triggers/automations, such as lic

Hello, I am developing a custom app using Remix template and tried to use Polaris web components (s-*) for embedded Admin pages but they are not rendering at all. I believe polaris.js that is supposed to be injected automatically by AppProvider is not getting loaded. There are no console errors that indicate what the root cause could be.

Hi Team,  Some feedback on publishing from App Builder. When publishing the app, and choosing the specific roles types, it seems that ‘Agent’ is not available in the dropdown. I have tried to reduce and increase my screen size, and scroll in the hope it would appear but seems its not there as an option. I need to navigate to the app settings directly to allow agents access to the app. I have provided the screenshot to indicate.  Thanks

I’m trying to figure out whether there is a way to access requester IP addresses via the Zendesk API, and if so, where that is documented. I’m not a developer, so apologies in advance if my terminology is a bit off. The context is that we are dealing with abuse of our 100% happiness guarantee. We are seeing repeat refund attempts coming in through Zendesk email tickets using different names and email addresses, but one thing often stays the same: the requester IP address. Right now, the only place I can see the IP address is by opening each ticket and digging into the ticket events. That process is extremely manual and not scalable. Ideally, I would like to use the API to: Pull requester IP addresses programmatically Run historical searches against known scammer IPs Potentially integrate this data with other tools or workflows If requester IPs are accessible via the API, could someone point me to the relevant documentation or field name? Related question for anyone with

We have a unity app with zendesk SDK v4.1.0 released on production for a couple of months already that was working fine. Suddenly yesterday the input field that allows players to type the message is disappearing after the automatic message from our conversation channel with a dropddown custom field is sent. No error logs shown on the SDK and no changes have been done from our side. Logs shown after conversation is selected[ZendeskLog][MessageHistoryContextManager:378] No unread messages, skipping new message separator insertion. UnityEngine.Logger:Log (object) Zendesk.Runtime.Logging.UnityEngineLogger:Log (string,string,int) (at ./Library/PackageCache/com.zendesk.messaging@e84fa7c4c9b4/Runtime/Logging/UnityEngineLogger.cs:12) Zendesk.MessagingCore.Logging.Logger:Log (string,int,string) (at ./Library/PackageCache/com.zendesk.messaging@e84fa7c4c9b4/MessagingCore/Logging/Logger.cs:33) Zendesk.Runtime.UI.Messaging.MessageHistoryContextManager:GetNewMessageSeparatorInsertionIndex () (a

Hi Zendesk team, Since the Chrome 142 update, our custom Zendesk app has stopped working. It embeds an iframe that loads an internal tool (passing the ticket id), which displays related customer information next to the current ticket. While the iframe URL uses a DNS name, the subdomain ultimately resolves to a private subnet within our network. Chrome 142 now enforces Local Network Access (LNA) restrictions by default, requiring embedded iframes to explicitly include a permissions policy allowing local network access. Without this flag, requests to internal resources are blocked. This change is currently being rolled out gradually, so we expect that many other Zendesk customers using similar internal integrations may soon be affected as well. For a short time, Chrome still provides a temporary configuration flag “Local Network Access Checks” that allows disabling this restriction, but Google has announced that this option will be removed in a future release, making the e

Hello, Hopefully this is the correct Topic Channel to post this.  Zendesk Support sent me your way as there's potentially HTML/CSS modifications needed.  We're on the 'Support' Product and the ‘Team’ Plan and do not utilize web submissions for our end-user staff.  Staff have to e-mail in tickets.  When Agents are viewing the tickets in the web, via https://company.zendesk.com/agent, and use Dark Mode, replies from end-users who are running the new Outlook for Windows show up as black text on a dark grey background.  This makes it difficult to read unless highlighting the text.  Light mode works fine. Here's Support's response.  I just don't know where exactly in the E-mail Template I'm supposed to add that CSS code. WHAT’S HAPPENING? * Outlook Classic often uses inline styles or formatting that Zendesk's portal Dark Mode respects, showing white text on dark background.* New Outlook for Windows tends to send replies with black font color expl

Hello, do you have plans to connect Zendesk and Trendyol?

When using APN to provide notifications in iOS app for iOS channel integration during Zendesk messagingWe are instructing you to register P12.Our app provides push notifications by switching from using P12 to using P8 keys.I would like to inquire whether APNs casting is also provided with the P8 key, or if notification can be provided in another way.I would like to request technical support as described above.

Hi all,Chrome 142.0.7444.60 was updated. Since then, local development is blocked by a CORS browser restriction. We have been developing a custom sidebar app for a couple of years with no problems.zcli version @zendesk/zcli/1.0.0-beta.53depeloping with localhost dev proxy provided `zcli apps:server dist` Could you have a look please?* Any workaround?