Platform and Developer

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? 

We are experiencing a NullPointerException in our app linked to the Smooch Android SDK. These are the details:SDK info: SDK Name: Smooch SDK SDK Version: 9.9.1 Logs:Fatal Exception: java.lang.NullPointerException: Attempt to invoke virtual method 'int java.lang.Enum.ordinal()' on a null object reference      at io.smooch.ui.fragment.ConversationFragment.announceNewMessageReceivedForAccessibility(:223)      at io.smooch.ui.fragment.ConversationFragment$i.run(:4)      at android.os.Handler.handleCallback(Handler.java:959)      at android.os.Handler.dispatchMessage(Handler.java:100)      at android.os.Looper.loopOnce(Looper.java:257)      at android.os.Looper.loop(Looper.java:342)      at android.app.ActivityThread.main(ActivityThread.java:9634)      at java.lang.reflect.Method.invoke(Method.java)      at com.android.internal.os.RuntimeInit$MethodAn

Sometimes it’s hard to explain a problem with text alone. A screenshot helps, but a short video can make things way clearer. Customers can show exactly what’s going on, or you can explain instructions more clearly.In Zendesk, you can do this with the Video Reply app. It lets you request videos from customers or send your own videos right inside tickets. That way, everything stays in one place, no need to juggle emails or external links.You can use it to: Get customers to show problems instead of describing them Walk someone through a setup or solution step by step Reduce back-and-forth and speed up ticket resolution Make the interaction feel more personal and attentive Once a video is added, it’s stored in the ticket, so you can review it anytime. You can even reply with a video to guide the customer, which is often faster than writing long instructions.Adding videos doesn’t have to be complicated, and it can save time for both agents and customers while improving clarity.

I'm seeing webhook failures and I'm not sure what is causing it. The failures happen seemingly randomly. I've checked my ingress controller, and I'm not seeing the request come in. For example, if the webhook failed for ticket id 2 - I'm seeing requests for ticket id 1 before and ticket id 3 after. In the Activity tab for the Webhook, I'm seeing the response body as  Post "<url of webhook endpoint>": EOF with the headers Server: envoyDate: Fri, 23 Dec 2022 14:17:24 GMTContent-Type: application/jsonContent-Lenth: 93 Does anyone have a suggestion of what is happening? Or areas to look into?

I am developing an aplication that helps me sort and classify tickets through webhooks. Whenever a ticket is created via a chat (WhatsApp or Internal Chat) conversation, ZenDesk triggers an webhook  that sends some of the ticket information. Then, I use the GET /api/v2/tickets/{ticket_id}/comments method for retrieving the comments in the chat. The problem is that this doesn't retrieve the comments that are in the transcript - this transcript only gets associated with the ticket once it's closed and it has the most vital comments for my aplication.  How can I acces this transcript while the ticket is still open?

For support agents, keeping track of multiple follow-ups or updates can be challenging. Sending each email manually can be time-consuming and increases the risk of delays or inconsistencies.With Proactive Campaigns, which is a seamless Zendesk Support integration, you can create email automations that deliver a series of messages automatically. Here are some practical examples of how sequences can be used: Ticket follow-ups: Automatically send a check-in email 24–48 hours after resolving a ticket to ensure the customer is satisfied. Inactive customer reminders: Reach out to customers who haven’t interacted with your support in a while, prompting them to reopen or submit a new ticket. Onboarding sequences: Guide new users through setup steps or features with a series of timed emails. Appointment or task reminders: Send automated reminders for upcoming meetings, deadlines, or scheduled callbacks. Feedback requests: Follow up after a ticket is closed to collect NPS scores, survey res

Despite changing the app icon within the settings of the app builder: The icon in the side navigation remains generic: Is there a way i can change the icon on the side navigation?

After the recent Chrome update our apps do not function given the increased restrictions on Local Network Access This post describes the exact issue: https://support.zendesk.com/hc/en-us/community/posts/9888594327066-CORS-blocking-internal-development-since-Chrome-142-0-7444-60?sort_by=created_at&sort_order=descAs mentioned in the post, we believe we need Zendesk to update the iFrame so that everything will work again (disabling the check is not a long term solution). Could we please know when Zendesk will make this change so that Chrome is once again supported?

Minor bug report: The View Count is duplicated https://developer.zendesk.com/api-reference/ticketing/business-rules/views/#count-views 

Hi , I am looking for an app that can  1.  create single linked ticket along with attachment .2. accept csv and create bulk linked tickets with attachments .3. macro can be used while creating single linked ticket , if macro contains attachment , same attachment should be uploaded to the linked ticket .

Over time, it’s common for Zendesk accounts to accumulate organizations that no longer have any associated users. This may happen due to CRM syncs, data imports, or changes in contact structures. These unused organizations can: Create extra clutter in views and search results Affect the accuracy of reporting Take up unnecessary storage Complicate data cleanup and retention processes To simplify this, you can use the Combined Lists feature in the GDPR Compliance app to quickly identify and remove organizations that have no users linked to them.Here’s a short workflow: Open GDPR Compliance → go to Combined Lists Create a New Advanced Combined List Set the main data type to Organizations In the related data step, select Users, and set the combination to Exclude→ This returns only organizations without users Save the list and click Load to view results Once the list is ready, choose Delete Organizations to process the cleanup If you’d li

When using the Download button in the app builder to download an app's code, the ZIP file that gets downloaded only includes a set of default files and not the actual app source code.The ZIP just contains : manifest.json assets/logo.png assets/logo-small.png assets/index.html translations/en.json The contents also appear to be placeholder files. For example, the en.json file includes only the following:{ "app": { "name": "User Management & Export Tool", "short_description": "", "long_description": "", "installation_instructions": "" } } I tried this across several apps and different app versions, and I got the same result every time. Also ruled out a local issue by testing on different machines and browsers, no change.This is the first time I have tried to download the code base of the app, so not sure if the behaviour has started recently.  It would be helpful to know if anyone else is seeing the same.

Yes. In Zendesk, you can easily design and reuse branded email templates with the help of seamless integration, called Proactive Campaigns.It is especially helpful if you regularly send updates, newsletters, follow-ups, onboarding messages, or announcements, so you can make them look consistent every time.A reusable template means you design it once, save it, and use it again without rebuilding the layout. It keeps your logo, colors, formatting, and structure in place. You only update the message.How to set up a branded reusable template:1. Open Proactive Campaigns → Templates → Create a new template, then select Template Builder as your editor.2. Start from scratch by dragging layouts and content blocks — or choose a pre-made template as a base.3. Add your branding: logo, brand colors, header/footer blocks, and a standard greeting or signature.4. Save your template to the library. You can then reuse and adjust it anytime.The result: less manual formatting, more con

I am trying to use the API and follow the tutorial. Every time I use the API I get back "message": "You do not have access to this page. Please contact the account owner of this help desk for further help." . I have set up the API key and am using basic auth. I know the API key is somewhat correct as if I change it I get a different error. I have a trial Zendesk but we are happy to pay for  one to work on, or get a developer demo. Any idea what I am doing wrong?

i'm running this request (curl version, but the same is happening in a java application) I'm following this guide: https://developer.zendesk.com/api-reference/help_center/help-center-api/article_attachments/#create-article-attachmentcurl https://{domain}.zendesk.com/api/v2/help_center/articles/35853340916247/attachments.json \ -F "inline=false" -F "guide_media_id=01K8TCJMYFDE3EY9VPQKWE00E1" \ -v -u {email/token} -X POSTthe article id and guide_media_id are actual ids, i redacted my auth string and my domain name. If this is a specific issue, i hope you can contact me, otherwise please advise how i can get support.

Hi Team,I have created a free app on the marketplace.  I would like to add a paid tier.  I have read the documentation here, but I was unable to find steps on using and testing the plan levels within the app.  How can an app get the current app plan level, and how can I test this with ZCLI?Sincerely,James

Timing plays a big role in how customers engage with support emails. Sometimes, even a well-written message gets missed simply because it was sent when the customer wasn’t active. Knowing when users are most likely to read or respond can make follow-ups more effective and reduce delays in communication.Inside Zendesk, you can improve this by reviewing when your customers typically open and interact with emails. The Email Tracking integration helps by analyzing open and click activity to suggest the best time to send a reply.These insights are based on real engagement patterns. For example, if a customer usually reads messages in the morning, the system will recommend that timeframe for future replies. This helps ensure your communication reaches customers when they’re most likely to respond.You can view these timing suggestions directly in the Zendesk ticket sidebar, alongside other tracking details.It’s a straightforward way to make follow-ups more efficient and better aligned with yo

Hi All I've been playing around with some of the added functionality to lookup fields and custom objects in general. I really like the idea of creating a tree of related tickets and I'm looking for some use cases for my org.    Question: If I have one or more source tickets linked to a related ticket, and I have the related ticket open, how do I see all of the source tickets it's related to?   Example: Ticket A (source) has a lookup field with ticket Z (related) selected. Ticket B has a lookup field with ticket Z selected. Ticket C has a lookup field with ticket Z selected.  If I'm looking at ticket A, B, or C, I can see ticket Z in the lookup relationship field.  If I'm looking at ticket Z, I am not able to see tickets A, B, or C.  Maybe I'm missing something?   Use case: (layer 1) Employee Onboarding request (layer 2) Tickets handled by different groups for: Laptop, Software, order home equipment, all related to layer 1 ticket It was be great to loo

An application that allows an admin to create or update tickets from a spreadsheet in CSV, XLSX, JSON, or Numbers formats.  It matches fields and creates users if the user isn't matched.Problem StatementIf a user has a list of issues from one or more end users and needs to create tickets for them, it can be a time-consuming process to enter the data.  Zendesk has bulk importers for Custom Objects, Organizations, and Users, but not Tickets. This application provides an easy way to import data from file sources and create or update the tickets. Potential EnhancementsThere are a number of possible enhancements, depending on the individual case needs.  The app could allow data to be edited, it could search for similar tickets, it could queue and handle multiple files, it could retrieve the data from an on-line source, or other features that fit different requirements. ScreenshotsPromptCreate an app that reads in a spreadsheet in XLSX, CSV, JSON or Apple Number