Platform and Developer

I'm trying to update a custom field value via the API. I'm using a PUT request to /api/v2/tickets/<ticketID>.json I'm getting a validation error as follows:{ "error": "RecordInvalid", "description": "Record validation errors", "details": { "base": [ { "description": "Incident vs. Service Request: needed", "error": null, "ticket_field_id": 21621964218653, "ticket_field_type": "FieldTagger" } ] } } The “Incident vs. Service Request” field is not the field I'm updating. I assume there some is configuration that is making this field required when updating a ticket, although I can't figure out what that config might be? The field has “Required to solve a ticket” enabled, but I'm not trying to solve a ticket, and there are other fields with this setting which don't cause the same problem. Can anyone help me out? Thanks.

I want to send an e-mail to a recipient outside of Zendesk and I want to have the e-mail sent in the background from the main ticket without creating a side ticket. I want to add the tickets attachments to it and to have a specific subject that takes value from the organizational custom fields. I tried with a target and trigger, but I don't see an option to add the attachments. Any suggestions?

Hello Zendesk Support Team,We are currently developing a live chat integration using Zendesk and encountered a limitation related to user identity synchronization between Sunshine Conversations and the Zendesk ticketing system.It appears that Sunshine Conversations (Live Chat) operates on a separate user identity system from Zendesk Support, and we are unable to update the user's name or email via the Sunshine Conversations API. We have not found any official API that allows us to modify these fields directly within the live chat session.As a result, the tickets generated from live chat often display incorrect or placeholder user information in Zendesk Support.We’ve attempted a workaround: after the ticket is created, we use the Zendesk Support API to search for the ticket and then create or update the user with the correct name and email. However, this process is inefficient — it takes at least 30 seconds to complete, which is unacceptable in a real-time suppor

Hi Zendesk Team,It’s currently not possible to reorder Zendesk views when they’re on different pages. This is a problem for us because new views for Tech Support land at the bottom, and we can’t drag them to the top unless they’re on the same page. Please consider allowing reordering across pages or giving an option to disable pagination when sorting views. Thank you!Sabine 

We attempt to enable Zendesk ClickUp sync and hit this road block where we are getting this message: Failed to import packages from Zendesk . We are going through following steps.Step 1: App Center > Zendesk SyncStep 2: Connecting to our Zendesk Account when prompted.Step 3: Failed to import packages from Zendesk   Please expedite the resolution process so that we can serve our customers more seamlessly.

Hi team,I followed the all the steps mentioned in the below documentation to generate the API tokenhttps://support.zendesk.com/hc/en-us/articles/4408889192858-Managing-API-token-access-to-the-Zendesk-API However, when I call the endpoint belowcurl --location 'https://{subDomian}.zendesk.com/wfm/public/api/v1/activities?startTime=1722105600' \--header 'Authorization: Basic XXXXX' \--header 'Content-Type: application/json' \--header 'Accept: application/json'I receive a 403 error with the message "JWT not found."Could you please help us understand the reason for this error and how to resolve it?  

Hi all,I’m running into some odd behavior with the Zendesk Incremental Export API for ticket_metric_events, and I’m hoping to get some insight or confirmation from others or the Zendesk team.Scenario: I’m using the endpoint:GET /api/v2/incremental/ticket_metric_events.json?start_time=... When I set start_time=1735689600 (which is 1 June 2025), I get: ~3MB of data Pagination cursor (end_of_stream = false) However, when I use an older start_time=1646873940 (which is 10 March 2022), I get: Only ~192KB of data end_of_stream = true in the very first response This is confusing because: I would expect the API to return all ticket metric events from 10 March 2022 up to now, including all events in 2025 But that doesn’t seem to happen — I’m o

Hi folks, Almost every organisation attaches a standard footer to every outgoing email, that talks about having been scanned for viruses, being intended for a certain recipient, etc.  I have categories like “email” and “virus” for tickets about those topics.  The trouble is that the auto-tag system doesn't realise these footer/signatures are irrelevant to the actual email content.  As such, almost every ticket we have come in gets tagged with email and virus, regardless of what the user is enquring about.  As a result, our tags are pretty much useless. I'm sure I'm not the only one afflicted by this problem.  Does anyone have any ideas on how get the auto tag to ignore email footers/sigs? Helpdesk claims that “[ignoring footers/sigs] is not natively available in Zendesk” but it can be done via the API and suggested I post here.  

Some of our apps only use only read triggers:write  webhooks:write scopes, and do not have the full write scope. But, without write we can't do any POST requests, including the one that is required to obtain the refresh token. Is there a way to avoid having `write` scope? Or anything else I'm doing wrong?

As the title says, we want go somehow trigger an event outside of Zendesk using a Macro, or some other automation.  We are hoping to set up a system where when we set up this Macro, it then creates a connection to our software's API Is there some sort of tie in from Zendesk to external APIs triggered by a Macro or other trigger?

Hi we’ve encountered a limitation in the Zendesk Help Center Search API (/api/v2/help_center/articles/search.json) that impacts our user experience and custom search implementation.Currently, the API only supports full word search, which means a query like:query=maquininha correctly returns an article titled “How to use the maquininha”.(Note: “maquininha” is a Portuguese term commonly used for card reader devices.)But when using a partial word like:query=maqui the same article is not returned, even though maqui is a clear prefix of maquininha.This behavior differs from the Help Center’s Instant Search, which does support partial word matching and would return rel

Hello, We're using Zendesk's ZAF client extensively in our application, and our clients have recently started reporting that their ticket forms aren't being updated. Upon further investigation, we found out that the client.invoke('macro', 123) method stopped updating the ticket form, despite having such a rule in its actions. However, when I try to apply the same macro via the ‘native’ Zendesk ‘Apply macro’ UI, the ticket form is updated correctly, along with other fields. The documentation for this action says:Invoking a macro will have the same effect as if the user were to select the macro via the UI.And it worked like this for years, but suddenly stopped, and we haven't updated our app for a while. So I assume this is the issue on Zendesk API's side.

I am looking for export the agent time-in-status data from a Zendesk API - at first I was directed to the Incremental Exports API, then it was confirmed that the time-in-status historical data does not actually exist for export and is only available in the Explore view. When can we expect an API to extract this data?

I am struggling to find a way how I could upload attachments to a ticket securely with my app.I can't upload an attachment with ZAFClient.Request() because it does not support the header Content-Type to be set as "application/binary", and therefore corrupts the uploads.So, my only option is to use for example the javascript function fetch to call Zendesk api where I can set the required headers. But because this is not the ZAF client, I need to add a header for authorization.There is no function to get an authorization header from the ZAFClient, and using Secure settings will not work because the code block where I need to set the authorization header is not in a ZAFClient.Request().My only option is to set the authorization header as plain text in the code itself. This is extremely bad and makes me nervous. Is there something obvious that I am missing, or is this really the only way to make this work?Here is my current working (but insecure)

I’m trying to call the following API as per the documentation:POST /api/v2/tickets/{ticket_id}/satisfaction_ratingI’m using the Admin OAuth token that we obtain during integration (which works fine for creating tickets, adding comments, updating fields, etc). However, this token doesn’t seem to have the necessary permissions for this particular endpoint, and I’m receiving authorization errors.Is there a supported way to impersonate the requester (end-user) in order to submit satisfaction ratings via API? If so, could you please advise on the correct approach or required scopes?Note: same auth works for getting satisfaction ratings Error thrown by api: 

Bonjour,je souhaite développer une application pour mes agents permettant de visionner les PDF en pièce jointe de mes tickets dans la partie Support. Pour cela j'utilise l'API Zendesk pour récupérer les commentaires, je parcours les commentaires publiques pour vérifier qu'il y a une pièce jointe, si c'est un PDF alors je stocke l'url. Pour finir j'utilise PDF.JS pour pour afficher ce PDF. J'ai essayé en passant le content url, l'url, en utilisant un Blob intermédiaire en binaire, en texte. Je rencontre toujours l'erreur de CORS policy qui empêche la redirection de zdusercontent.com depuis mon subdomain.zendesk.com. Je ne peux pas utiliser de serveur proxy pour faire le middleware et ajouter le header obligatoire imposer par le client à cause de la confidentialité des données.  Est-ce que quelqu'un possède une solution à ce genre de problème ? Est-ce que des évolutions dans Zendesk son

Hi!I am looking for a way to retrieve either Department status (Online/offline) or Department Operating hours via REST API.  The problem is that Real Time Chat API agents/agents_online will retrieve that agents are online in a specific department even if the department is offline by the Operating hours schedule. Chat API /departments endpoint do not seem to contain these settings. Is there any way to: Retrieve current status of a department (Online/offline taking in consideration all factors that can affect it) or Access department Operating hours as set up in Chat --> Account --> Operating hours via REST API?  

Hi Zendesk Teams, We have noticed that Zendesk has recently enabled support for the OAuth 2.0 refresh_token mechanism,and we have implemented a fallback mechanism to handle expired access tokens and expired refresh tokens so we’ve been testing the implementation using Postman. Below is the response we received.Postman Request: Followed this step:  https://learning.postman.com/docs/sending-requests/authorization/oauth-20/#using-oauth-20Response: We have a few questions: In the

Is there a way for a  private side-bar app to detect if the current agent UI is in light or dark mode?Can we use Client.get to detect if the current agent is in dark or light mode?Also, is there a way for the app to detect when the display changes from dark to light mode, such as through an event?

Hi, I have created a trial account and I'm trying to test the bot feature, but when I click on Channels left menu I cannot see the Bot section. Do I have to activate something?  Regards.

Hey, After last Zendesk update on 30th of May our ticket-editor app started to get “max-height=320px” imposed on it. At first it was =360px, and it is hiding the button like on the screenshot. When I started modifying the resolution of the app window, it started to impose 320px instead. I looked through the ZAF/Zendesk dev documentation and all I found is that there is a max-width imposed on some other Zendesk apps (not ticket-editor apps). And it is even more concerning that it started to impose even more agressive 320px instead of 360px.  This didn't happen before 30th May update.  As you can see, the app doesn't have a scroll bar to scroll down to the button either, even though it is set to be like that in the .css settings.  I looked through the 30th May release notes and found nothing on this. What am I missing? Why the max-height suddenly appears there? We don't have this settting in the a

We have the Sunshine Conversations V2 Messages API working, but when we try to use the Passthrough API, we are getting a "should have required property 'content'" error.   Here is the request, payload, and the response: POST: https://api.smooch.io/v2/apps/62d2b047fa1d7700ef4bc9f1/conversations/a63b416485367d8a768f6c6a/messages{"author": {"type": "business"},"content": {"type": "text","text": "Test"},"override": {"apple": {"payload": {"body": "

We write some of our articles in HTML using <button> elements to show/hide certain content. Some of these articles are written manually and some are uploaded via API. Around 1 month ago - end April 2025 all button elements were deleted from our articles and on adding new test <button> element to an article it is immediately deleted.This makes much of the content on our articles inaccessible.Appreciate if anyone could shed some light on why this might be happening and how to avoid 

Good Morning, i have a question about Via channel in Api. I try to change the via channel in a ticket by Api methods, but a can't do it. Do you now some code about this? or information related, i read the documentation oficial of Zendesk, but i don't found it.   Thank's!                                 Atte.Lorenzo.Rodriguez

I have a webhook that is subscribed to all message activity. When an end user starts a conversation, I get a post to my webhook at the beginning, and at every subsequent message they type. That all works fine. I want to write a python script that posts back into the conversation after looking up some stuff in my database, doing some calculations, and discovering the answer that the end user needs.So far, the script extracts the ticket ID from the webhook, and then looks up the conversation ID. That part works. Then when I try to use the postMessage API to put a message back into the conversation, I get a message like this back: {"errors":[{"code":"bad_request","title":"should have required property 'content'"}]} Here is the JSON that contains the content property, just like in the docs example:$ curl https://api.smooch.io/