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Previously when we used LiveChat legacy SDK, we had the following working well for us such as:1. customer details (Name/Email/Phone) were being pushed into a chat ticket for a logged in user on our App (our inbound chats are solely from in-App chats and never via web widget)2. We are able to view geolocation details of the user, as well as metadata of the mobile device (brand/OS version)3. for logged in user, it will create the user profile (name/email/phone) in the Zendesk ticket exactly as per the user's details registered in our App, if there were no prior profile created in Zendesk.Since migrating to Messaging SDK, we've been having the following issues:1. JWT authentication is not working like how it was on liveChat legacy SDK2. recently the JWT authentication did authenticate me as a verified user and the answerbot form did not ask for Name/Email and only prompted me to fill up Phone. (apparently Messaging SDK JWT is still not able to accept "phone"

Hi everyone. Currently we have the legacy Zendesk account which we're accessing using zopim.com domain. We wish to add Zendesk chat widget to our Flutter application.  Following this article we're found that it's required to create two Channels for Android and iOs and use these keys on open source flutter plugin for Zendesk. But it's not possible to create Channels on the Zopim admin panel.  Please help us to figure out how can we add Zendesk chat with us feature to our Flutter application. If possible, we wish not to use native libraries or webview with chat with us widget. 

Hello everyone!  I am looking for a way to differentiate between customers who have already made several purchases and those who are new customers.  It occurred to me that a possible solution could be to create a custom ticket field with values like "regular customer" (for those who have purchased more than 1 time) and "new customer" (for those who have made only 1 purchase). And then, if a user has more than 1 previous purchase interactions, then by means of a trigger, the ticket field value could be changed to "regular customer". However I noticed that triggers cannot initiate actions based on historical interactions (user events).   It's not clear to me how I could solve this need well with native Zendesk options. For example with triggers, tags, fields? Any thoughts? Thank you very much. 

We are exploring the possibility of having different versions of a plugin for different zones. Is it feasible to have separate plugins based on different zones?

Hey guys, My first post, be gentle.... I am trying to match a bunch of serial and asset numbers of devices with users, by checking for tickets that users have logged and cross referencing assets against users. I have all the serial numbers on an excel sheet, so basically I want input these into Zendesk via a .csv file and pull out matches. Can this be done?

We are looking at using the feature to bring through articles in the chat widget in order for our customers to self serve. However we would really like there to be an option to just go to the Knowledge Centre as well as search for a particular article. Has anyone found any customisation options that allow this?

How can I get insight into who of our agents sign into Zendesk each day and if so, how many times? Is there a dashboard or report that I can run showing this? 

When someone emails us , they are getting an email reply from us with their original question so it's a repeated email.  Is there something wrong with one of my triggers?  Example below

Hello,On our support portal we have authentication required... Is there a way to make certain articles public? No restrictions?Any help is much appreciated.

We will want to export our articles to SaaS clients, especially during the initial onboarding process. Is there a way to export an article published in our knowledge base?

Use Case I am trying to prevent access to some of our documentation articles and prevent access to submitting tickets to some end users.  This could be isolated by Organization.   In the past we have not allowed clients in implementation access to our Zendesk site, we don't want them to have access to all product documentation, and we don't want them to have access to submit tickets.  Is this possible to do in my current Brand, or if I create a new Brand would that work?

We are comparing tickets with KB and tickets without to see if tickets with KB have a shorter processing time.   But the data does not seem correct. Can you give us an idea how we can do this? "compare the average resolution time against tickets that had a link and tickets that did not" the tickets with KB are appearing to take longer that tickets without.   We are not sure why

Hello community, I have a problem when I do an article search. In Zendesk the articles have been created in English and then the translations in each of the languages have been added. The problem is that when I go to do a search by query if I search, for example in Spanish, it does not find the translation and therefore the search can only be done in English. Does anyone know how I can search based also on the translations?

I am looking for a way to measure the performance of each chat agent individually, for that I would need to extract all the mail addresses of previous tickets per user and compare them with my new clients on Stipe - How can I export the mailings per user in the platform?

Hello,  We are looking to create a report for end user created tickets and the percentage of how many of those took LONGER than two business hours to reply to, for a given WORK week - is this possible? Any insight is appreciated! Best, 

I have the following scenario: An agent is in Group 1 and Group 2. A ticket comes in and is assigned to Group 1. The agent takes the ticket so it is now assigned to them in Group 1. They have worked the ticket as part of the Group 1 function and now need to move on to the next ticket. But, they must assign the ticket to Group 2 for a colleague to pick up and continue work.  Upon assigning the ticket to Group 2 it automatically assigns the ticket to the agent in Group 2. If they then update the ticket a second time, in the same way and assign it to Group 2. It successfully assigns to Group 2.  How do i avoid having to assign the ticket to Group 2 twice in order for it to be in the Group? Rather than in the Group and against the agent moving it. This only happens if you are in both groups and are currently assigned the ticket.  Any help much appreciated!

I see that the team member profiles are manually inputted into the system. Has anyone come up with a way to automate this process? 

I'm trying to create a report to view unique users by the number of tickets they've created over the past 30 days. The goal is to count how many users in the past 30 days:  Created 1 ticket Created 2 tickets  Created 3 tickets  Created > 3 tickets.  Does anyone know how to create a calculated attribute for the contact rate buckets outlined above?   

I would like to add an external link icon next to all links to external URLs in our Zendesk Guide theme (like the icon next to the Preview link in the Guide Admin) I expect this can be done with CSS or JS but have been unable to get a couple of examples (of JS and CSS implemented outside of Zendesk) to work. I'm hoping someone has done this before and can share some info. We are customising the Copenhagen theme. Thanks for your help :)

Hello, We are using the Copenhagen theme with no customizations. When I am in our Guide knowledge base and search for a term, it retrieves both Community posts and Guide articles. While I can fairly easily filter my results to just see articles, many of our users are forgetting this step and feel like the Community posts are junking up their search results. tldr; How can I exclude Community posts from appearing in our Help Center search results? Thanks in advance!

Hi, as the title says, I'm working on the Guide page and I'd like to change the subtitle "Please choose a request type below", putting a different one by using the dynamic content so I have it translated to different languages. I went through the code on Zendesk Guide but I couldn't find where to change this.    Thanks for your help!

Hello, I'm on the Enterprise plan and have different SLA's first reply time and resolution time metrics based on a ticket's priority. We often find tickets that come in that we first assess as High, but there are many cases where we can lower the priority down to Normal. However, in those cases the resolution time has already been breached and this goes into the Normal SLA breach metrics/reporting. My question is how can we reset a ticket's SLA targets retroactively based on its priority? If its breaches were while in another priority, how can we reflect that properly in Explore? Please advise.  

Good morning!In my app, we are going to add the ability to be authenticated in Zendesk to give users a better customer support experience. The thing is that in Android and iOS, the SDK behaves differently. In iOS, if you use an anonymous identity in a JWT environment, you can see the public articles, but the private ones remain hidden, and if the user signs in, then, the identity becomes a JWT identity and the private articles appear in the Help Center.In Android, the behaviour is completely different. If we are using a Zendesk configuration which expects a JWT identity, if we want to enter the help center as an anonymous user, an error is raised and no articles are shown. So, we've created two appIds, one for the anonymous environment and another one for the JWT identity and it works, but not at all. If the user logs out or signs in to a same session, the help center expects the first identity set when the app starts. So, if the user starts the

Recently, I've noticed some odd behavior when attempting to copy and paste images into the editor when writing up responses to customers. It happens within the Public Reply and Internal Note tabs. More specifically, it seems like you can't copy images directly from an Outlook email into Zendesk. I can reproduce this behavior using the following steps: In Outlook, compose a new email. Use any type of Screen Capture software to capture an image. In this case, I've used both the Snipping Tool and the Snip & Sketch utilities included in Windows. Take the image and paste it into the body of the email in Outlook. Click on the pasted image in Outlook at copy it (ctrl + C). This will copy the image in the email to the clipboard. Go to the Zendesk Public Reply or Internal Note sections in a ticket and attempt to paste the image

Hello all:  We are having issues with tickets re-bolding even though they have been read, and there has been no update.  This has been going on since Friday.  Has anyone else experienced this issue?  Were you able tor resolve it?  If so, can you please share your approach? Thanks in advance.