Platform and Developer

I'm building an Android app that's using `5.2.0` version of the Zendesk's Support SDK so that users can view individual Zendesk content articles. The SDK doesn't seem to handle YouTube videos very well. My end goal is to view the video on the device in full screen. Nothing happens after tapping on the full screen frame icon within the embedded YouTube window within the article. The SDK doesn't handle the UI well if the user taps on `Shorts` as well. Visit https://imgur.com/a/ZzRfel7 to see what I'm talking about. Is this something that Zendesk can fix?Based on what https://support.zendesk.com/hc/en-us/articles/4408829384986-Inserting-videos-in-articles-and-content-blocks  says below, it seems like maybe there's a way to use custom unsafe HTML embed code + `allowfullscreen` to embed the YouTube video instead of relying on Zendesk's article editor toolbar video method.  custom embed code  Related: https://support.zendesk.com/hc/en-us/community/posts/5379550100122-Native

I am using zendesk dotnet sdk by justeat but when i try to search for the user or create user it gives me this error Error converting value {null} to type 'System.Boolean'. Path ‘results[0].two_factor_auth_enabled What I don’t understand is that it was working earlier but now it is causing this issue. I have gone through the sdk code they have not handled this case and expect only boolean value. Has anyone else faced the same issue, If so is there any fix or ill need to implement the service.

Hi, I've set up my project to open the help center when a button is pressed. My script is fairly simple await ZendeskSdk.InitializeAsync(config =>{    config.ChannelId = CHANNEL_ID;    config.Language = ZendeskLanguage.English;    config.MetadataValidationEnabled = true; });await ZendeskSdk.Instance.Home.ShowHomeAsync();  Works fine on Android and in iOS v16.6, but not on v18.5; the user gets sent to the chat instead.  Any ideas?

We're currently implementing a live chat integration using BYOC, leveraging the Sunshine API. One of the key features we're trying to enable is agent routing based on keywords—for example, routing a chat to the "Sales" team when a user mentions "sales".We understand that agent routing is possible if tags are passed to the ticket. However, in our use case, when an agent is available in Zendesk, we are using the Sunshine API to create a chat session directly. From what we understand, the ticket escalation happens internally during this process.The challenge we're facing is:How can we assign routing tags or keywords to the chat (e.g., "sales") at the time of chat creation so that proper agent routing can occur?We've been stuck on this issue for over two months, and any guidance or examples would be deeply appreciated.Thanks in advance for your support!When using the create chat endpoint, is it possible to include routing keywords in the metadata field of the request parameters? For exampl

Hi all,  I am having some issues trying to automate the “status” field based on the value selected for “call outcome”. Our organization wants to have a 1:1 relationship between the two fields, so “call outcome” and "status" will always be the same.  My confusion comes from the fact that “call outcome” isn't a lead field, but a communication channel field. Any help on how this would work is much appreciated. Thank you so much. -Nick 

We've been getting this crash in the Smooch Android SDK for some time now:          Fatal Exception: java.lang.NullPointerException: Attempt to invoke virtual method 'java.lang.String io.smooch.core.service.SmoochService.l()' on a null object reference     at io.smooch.core.f.c(SourceFile:1)     at io.smooch.core.Smooch.getAuthorisationToken(:2)     at io.smooch.ui.fragment.ConversationFragment.onCreateView(:54)     at androidx.fragment.app.Fragment.performCreateView(Fragment.java:3119)     at androidx.fragment.app.FragmentStateManager.createView(FragmentStateManager.java:577)     at androidx.fragment.app.FragmentStateManager.moveToExpectedState(FragmentStateManager.java:286)     at androidx.fragment.app.FragmentStore.moveToExpectedState(FragmentStore.java:114)     at androidx.fragment.app.FragmentManager.moveToState(FragmentManager.java:

When there is no network connection, ZendeskSDK throws something like this:ZendeskSDK.ZendeskError.failedToInitialize(error: Optional(ZendeskSDKHTTPClient.HTTPError.requestFailed(error: Error Domain=NSURLErrorDomain Code=-1009 "The Internet connection appears to be offline." UserInfo=As you can see, this is a custom error containing another custom error which in turn contains an underlying error. The problem – these errors are not exposed by the sdk, meaning that developers are not able to write code which would check, for example, if the issue was caused by the network error or something else.1) Why would Zendesk developers not expose errors to developers? This is literally the first time I see anything like this in the SDK2) How on earth are we supposed to parse these?

Hi all, In order to properly redact attachments after a few weeks of having a ticket closed, we use the api/v2/comment_redactions/:comment_id endpoint.This works fine for all attachments, untill the attachment has a space in the filename.The only way to redact attachments on closed tickets seems to be this endpoint, using the `external_attachment_urls` parameter (See https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_comments/#redact-ticket-comment-in-agent-workspace)Does anyone have this working with filenames with spaces, or is it a bug on the Zendesk API? Example request:PUT https://****.zendesk.com/api/v2/comment_redactions/8485325541917JSON payload:{"ticket_id": 237553, "external_attachment_urls":["https://*****.zendesk.com/attachments/token/Qqa********d7sVk/?name=Template+invoice.pdf"]} Things i already tried: Replace the + sign with a %20 Replace the + sign with an actual space   Thanks in advance!  

Hi, Our Jira user would like to hide the "Zendesk Support" section in a Jira issue.Do you know how to hide the section?Thanks.

I've read the Submit your app document and the Setup a paid app or theme document but I'm unsure if an integration app (marketingOnly) can also be set as a paid app on the marketplace, so that Zendesk handles billing for the application as it would with a non-integration app? I understand i could setup my own billing inside my integration, but I would prefer to use the built-in marketplace billing if possible for ease of use for customers.

Description:We publish Zendesk Guide articles, then prepare draft updates ahead of coordinated product launches. Our product has in-app localized links, and we release all languages simultaneously, so we must localize these draft updates before launch.Currently, once an article is published, the API does not allow us to: Detect that unpublished changes exist Retrieve the draft body for localization/QA We’re forced to duplicate articles as a workaround, which risks broken links, wrong IDs, and launch errors.Expected: An API flag to indicate a draft exists (has_draft: true) Ability to retrieve draft content (title, body, metadata) via parameter or version selector (e.g., ?version=draft) No ID/URL change upon publish Impact: Delays localization, forcing English-only launches or post-launch fixes High risk of mismatched locales and broken in-product links Prevents synchronized multilingual releases This is critical for maintaining accuracy, consistency, and launch readiness across all loca

Hi all, Apologies if this needs to go into another community. I've created an app using the App Builder. The app essentially allows me to build a FlowChart for agents to follow and go through the chart using Yes / No answers. The chart will then provide a recommendation. The Flows I build save locally to my browser. So other agents can't view them. Is there a way I can save them so once built, all agents can view the flowcharts I've built? Also I can only get the app to show inside a Ticket > Apps side panel. How can I get the App to display in Support on the Main Left hand side bar? 

Hello Zendesk Support Team, I am looking to create a script that retrieves all of my registered templates, along with the specific message that is sent to customers for each template in Relay. Could you please provide a detailed, step-by-step guide on how to accomplish this using the Zendesk API? Additionally, I would like to know if there is a single endpoint that returns all templates at once, or if there is a separate endpoint for fetching individual templates. Any best practices or documentation you can share would be greatly appreciated. Thank you in advance!

So I figured a way to add an external e-mail as a requester on using https://<mydomain>.zendesk.com/api/v2/tickets.json by using the "requester" attribute instead of "requester_id" on the body of the request (which I didn't see on the docs explicitly stated). But I would also like to add external e-mails CCed to the ticket when I create them. I was hoping the following would work but it doesn't. Help would be very much appreciated: { "ticket": { "subject": "Trying CCs, "comment": { "body": "Trying CCs..." }, "requester": "external@email.com", "email_cc": ["external@email2.com", "external@email3.com", "external@email4.com"] } }

Hi,Here is my ticket field{ ... "custom_field_options": [ { "id": 28680434333202, "name": "Category 1::Section::Article", "raw_name": "Category 1::Section::Article", "value": "category_1__section", "default": false }, { "id": 28680434333330, "name": "Category 2::Section::FAQ", "raw_name": "Category 2::Section::FAQ", "value": "category_2__section", "default": false } ] } and result from client.get('ticketFields:identifier.optionGroups') { "hasOptions": true, "isRequired": false, "isVisible": true, "label": "Broken zafClient optionGroups", "name": "custom_field_28680420306322", "requiredOnStatuses": [], "type": "tagger", "isEnabled": true, "options": [ { "value": "-", "isVisible": true, "isEnabled": true, "label": "-" }, { "value": "Section", "isVisible": true, "isEnabled": true, "label": "Category 1::Section" }, {

I'm trying to add a jQuery function to our theme that will automatically sort a custom dropdown list. I can do it with the baseline dropdown lists such as request priority since they use the HTML option element. But custom drop down lists appear to group their items using an array attribute named data-tagger. Is sorting a custom dropdown list using a jQuery function in our theme doable?

Hi Team,I'm new to the platform. I would like to know the different storage options ZAF offers to store app specific configuration/data to be stored/accessed dynamically. Thanks in advance,Leo

I'm a software developer at planhat.com and we offer our customers an integration with Zendesk. Here is the Planhat app in the Zendesk Marketplace → https://www.zendesk.com/marketplace/apps/support/97448/planhat/, and here is the Zendesk Integration details in the Planhat website → https://www.planhat.com/integrations/zendeskIn short, a Planhat customer can create a Zendesk API Token permitting us to access their Zendesk Tickets, as a result, a Planhat service adds via API a webhook and a trigger to receive Ticket events in a Planhat HTTP endpoint. This flow is working well, and the Zendesk Tickets are synced to Planhat without any issues.My problem is when a customer stops using our services by revoking the Zendesk API Token, there is no way to delete the webhook and the trigger via API anymore, as a result, Zendesk keeps sending Tickets to the Planhat HTTP endpoint.I want to know how to disable or delete a webhook if I no longer have a valid API token. Can we answer a specific H

In the expected flow, we are using our own custom-developed AI Agent, so there shouldn’t be any conversations falling into the “Basic response” mode.However, we are still occasionally seeing tickets that unexpectedly enter the "Basic response" mode.Error scenario:Could you please help confirm why tickets occasionally show the abnormal "Basic response" mode? Thank you.

Hi masters, So… I've used the powerBI connector to grab all tickets currently open and then check all audits for several KPIs and SLA that require that information (and are not available anywhere else…) The think is that with PowerBI connector I always need to get all tickets, even the closed and solved, and only them I can filter them. Even worst, I cannot select the tickets I want the audits for… Basically I take more than 1gb of data and that's just ridiculous. I believe that, using directly the search and audits API's I'm able to directly request just a subset of this data (and even take care of pagination and stuff), but the thing is that it still takes a lot of time pushing the information (although the information retrieved is less than 20%).  Could someone confirm me if this is the best approach? Or I'm missing some extra step?  Edit: Not sure why it was taking so much time the second time I refreshed without the Connector it was  A LOT f

Hello. I'd like to set up bulk redirects (100s) from our Intercom to Zendesk. How do we do this and is there a request limit we need to consider?

Is there currently a way to set the zIndex for the button but not affect the messenger open state? We have a use case where ideally the button would fall behind a sticky CTA element, but the open state would still appear on top of all elements so it could be easily interacted with and closed. We are currently setting the z-index with the following, but it's setting the zIndex for all iframes (as the docs state that it will). window.zE('messenger:set', 'zIndex', 123); Thanks for any info.

We are moving from a legacy system and splitting out into Zendesk support for Support, and Jira for our software development teams.  We have tested the Jira Integration from Zendesk and it seems to work. We would like to (during import to Jira and Zendesk) import the Jira ID on the zendesk tickets being imported so we don't have to link them manually. Where is the Jira ID stored in Zendesk (so we can populate it) when using the Jira Integration app?   I've contacted Jira and they said it's not stored on their side.  They said it would have had to be done with a custom field, but one isn't set up on the Jira side, but the integration is working.

I would like to request a feature that allows for the translation of individual paragraphs within a document using Zendesk Copilot. Instead of translating the entire article at once, it would be helpful to select specific sections and translate only those. This would ensure that previously edited parts remain unchanged and only the selected text gets updated.

Why is there no endpoint to get a comment by its ID like the other resources?i.e. api/v2/comments/{commend_id} is not a valid endpointIf the ID is not global, why can I not at least specify like so:api/v2/tickets/{ticket_id}/comments/{commend_id} or with a parameter?