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Hi Zendesk Team,  i have encountered some unusual search issues with zendesk support users api . i have following urlurl = "https://subdomain.zendesk.com/api/v2/users/search.json?async=true&query=%2B124******"which search a users having phone +124******, which i have created recently, upon hitting this url i got empty response but after sometime i got the correct response. I have even tried with adding and removing async=true parameter, is there anything i have missed to include in url?is there any solution to get this response on time?Thank you.

I created trigger to send survey to our customer. I prefer to use {{satisfaction.rating_section}} because the "Good, I'm satisfied" button comes first, followed by "Bad, I'm not satisfied" button. However, this placeholder didn't work few months back (the URL leads to empty page). So I used {{satisfaction.survey_section}}. Today, I tried again and {{satisfaction.rating_section}} works. Is there any change on Zendesk API that causing this placeholder didn't work for last few months and it works now? Are there any changes done by Zendesk team on this placeholder?  I'm asking because I want to make sure placeholder {{satisfaction.rating_section}} always works so my customers can give feedback. I don't want them to clik on URL and taken to empty page, it will look very bad for our service. Note: I know there is recent update on CSAT API, but it's for placeholder {{satisfaction.survey_section}}. My question is about placeholde

Does anyone have recommendations for how to set up some type of 24/7 Coverage without having actual staff online and working around the clock? I was thinking some type of exclusive phone number that can be used to page on-call support staff based on rotations that we establish, but wasn't sure if this is available via native Zendesk Support functionality, or if I'll need to explore some type of app/integration purchase. 

My understanding is that when using the JWT Authentication, when a live transfer step is reached in the flow builder, the external_id will first be used to locate the User Profile to then create the message/ticket. If no profile is found with that external_id, then the email provided will be used. I've tested this now multiple times and each time, a new profile is created with the email I provided, when there is an existing profile with that same email as the Primary Email.  The existing profile, the email is not verified. The JWT contains both the parameters of the email, and that the email_verified = true. When I don't include the email_verified = true, then a new profile is created, with no email at all.In my messaging settings, I have the most relaxed setup to use both verified and unverified emails. Does the fallback to match by email only work on verified emails? If so, is th

Hello all!  Our company has been using Zendesk for almost 9 months now and it's working great. The next step of my journey is to start adding the asset tag (serial number of laptop/PC) to each ticket.  With our previous ticketing system everything was tied to Active Directory so when a ticket was created, it would pull in the Name, userID, email and Asset tag assigned to that employee.  Is this possible within Zendesk? The previous ticketing system we used was BMC Footprints which was very outdated - but still had this ability.  Thanks  

Hi Community,I’m having trouble with dynamically prefilled custom fields in the Zendesk web widget. Despite following the documentation, the fields remain empty in the API request and do not appear in the created ticket.Steps I’ve taken: Created custom fields in the Zendesk Admin settings. The fields are configured as "Customer can edit." Used the following script to prefill fields dynamically using PHP variables: html Code kopieren <script type="text/javascript">    window.zESettings = {        webWidget: {            color: {                theme: '#9D7BFF',                launcherText: '#FFF'            },            contactForm: {       &

I'm creating a custom app and there are scenarios where I need to show an error message to the user, in that ticket. So those small notifications that popup in the upper right corner would be use full in this case. I cant find anything on these in the documentation (ZAF or API's) though. Are these even customizable? =) 

By delete, I mean delete, not “redact”. I mean using the API to run a search that has “has_attachment:true” included as part of its its query, then perform an action on the results such that if you were to subsequently run that same search with the same parameters, it would not return those results any longer, because you had deleted all of the attachments that were attached? I've been asked to write a script to automatically remove attachments on old, closed cases (as a retention policy - but not delete the tickets), and given the existence of the "DELETE /api/v2/uploads/{token}" endpoint, I had assumed this would be easy enough, until I actually got to that point, and realized that the {token} referenced by that api call is not the same as the attachment's id, and if I'm understanding correctly, may only be available if your script had itself just uploaded the attachment? Is there any way to get that token for an existing attachment, or any other way to

Hi Team, We are trying to search user in zendesk system using user email through Zendesk API. The curl command for the search API is as bellow: curl "https://MYDOMAIN.zendesk.com/api/v2/search.json" \-G --data-urlencode "query=email:XXXX@MYDOMAIN.com" \-v -u steve@MYDOMAIN.com/token:----some-----secret-token---here This sometimes gives result for some of the emails but not for some other emails. Example emails which exists in zendesk but does not give any result when searched using above curl command: user

Hello, is there any documentation or tutorial to develop Zendesk support app using React JS with typescript?

Hi team, Could someone please help me figure out how to format the json to set actions (i.e., update fields) for many macros at once? I'm looking here, but it only shows me how to update the active status for the macro or the macro position. But I need to update other fields (like, all of them: priority, type, comment text, category, etc) for ~500 macros, so I'm desperately hoping I'm just formatting my json incorrectly and it's not the case that you can only use this endpoint for updating active status and position :x. This is the json I used to test, and the active status changed properly but the actions didn't stick. Am I formatting incorrectly? {   "macros":   [       {      &nbs

Is there a place where this information is stored? I put in a ticket weeks ago at this point and nobody is providing a response with the requested information.

We are currently using the Zendesk Chat SDK V2 for both iOS and Android, following the integration guide here:https://developer.zendesk.com/documentation/classic-web-widget-sdks/chat-sdk-v2/ios/integration/#adding-the-sdk-with-spmn the Android version of our Zendesk Chat SDK, we’re experiencing an issue where previous chats sometimes appear below new chats.Steps to Reproduce:1)Log in with a valid account in the Android app.2)Open the chat window and start a support chat.3)Close the chat window from the app.4)End the chat from the Admin Panel.5)Start a new chat from the app.6)Accept the chat from the Admin Panel.7)Observe the message order in the chat window. Could you please advise why this issue is occurring? Your help would be greatly appreciated.

Was wondering if there is an option to have a draft document attached to the ticket so agent can add or amend information on it, and have all info in one document instead in several comments. The idea is to know what agent already tried or did , what worked or not, while trying to fix the issue logged with us. If agent will leave business or be unavailable, it will be much easier to have one document instead of looking in all ticket history which sometimes can have dozens of comments. Also this will allow everyone to not repeat same step again if they forgot they did it.  

Hello, We are creating our end user using Azure Entra Id (Azure AD) provisioning. In addition to the standard fields, our end users in Zendesk have two customs fields [type] and [office_location] which are populated by  Azure Entra Id. We have noticed that when the end user is provisioned/created into Zendesk, the custom fields are not systematically populated. After creation, if the same end user is updated, the custom fields get populated. In the Azure Entra provisioning log, the custom fields are populated. We need to use the custom fields to build some custom reports and because of this bug, the KPI's are wrong. Is there anything we can do, other than to provision on demand end user when the custom fields are missing?

Hi everyone! In this short post I want to ask and to share a challenge that we are facing at this time. We have a service strategy of following the sun, this pushes us to make permanent handover of tickets. For customers, knowing that 3-4 people are interacting with them become very confusion and sometimes even a reason for distrust and potential dsat likehood. I wonder since we setup expectations since the begining “Hello, I am X and I am here to help you”, do we really need to have the agent names always visible in messaging conversations?  I would love to “hide” it and to empower my team to introduce themselves when necessary, rather than be a fixed banner. Does someone else have the same issue?

Hello,I'm working on a Zendesk Support nav bar app and I would like it to remember the state it was in when the user navigates away so that when they come back it puts them right where they were. I think this can be done with client.on('app.deactivated') and client.on('app.activated'), but I'm not sure how to implement this feature. I know it is possible as all of the third party apps we use behave this way. Right now I am just trying to save the scroll position. Here is the code I wrote most recently, which does not work correctly:/* Save and Load app state to avoid reloading */ function saveState() {    const state = {        scrollX: window.scrollX,        scrollY: window.scrollY    };     client.set('appState', state).then(() => {&n

Hi. Is anyone able to help with a starting place to calculate the time from the ticket creation to the first outbound call made on the ticket. I'm trying to map out our average SLA for outreach to new accounts.

I have the option to migrate my existing dashboards from the legacy builder to the new builder (this is going to be A LOT of work, most of them have “blockers” and can't be migrated). I migrated one to try it out. When I try to schedule the report from the new dashboard I only have options for CSV and Excel (formatted). I need them in PDF as they currently are. Otherwise, there's going to be a ton of tabs and most of the charts won't be understandable/digestible.  I currently have ~15 teams (organized as “Groups” in Zendesk) and each team gets a report for their group's ticket metrics on a weekly basis. I can't give them an excel report and they would never go out to the dashboard on a regular basis to review the metrics if I didn't send them anything. I need to be able to provide them readable data on a reoccurring basis. Is there any solution here? 

Hi, Our company has three distinct financial groups, each aligned with a specific business vertical. I am looking for a way to organize and manage these groups effectively. Does anyone have suggestions on how to structure this? Each group has distints agents.For exampleVertical 1::FinancialVertical 1::ContractsVertical 2::FinancialVertical 2::ContractsI don’t need to limit the view of the groups, because everyone should be able to create tickets to all groups. I am using enterprise plan. Our consultant says the best way is to put a prefix like “[Vertical 1] Financial” but it fells way to messy.

Hi team!  I'm trying to check the triggers created to assign tickets to certain agents automatically. I want to be able to see how to make them not apply if the agent is OOO. Is there any way to control this? even if it's with extra triggers.   Ex: all the tickets from requester D will be assigned to agent F  In case agent F is OOO, those tickets should not be assigned to agent F.    Thanks! 

We have a trigger that is supposed to send an email and sets a tag that it checks so it doesn't run a second time. But let's say that the user doesn't have an email address in Zendesk yet. Does the trigger run and set the tag, or would it abort the entire trigger because there is no email yet? We would like the trigger to run on every ticket save until they have an email address - which may be added later than the initial ticket save. Then once they have an email, send the message and set the tag. Is this possible?

Simply, I'd need a row level data with the following headers:

Hi there, We are creating tickets based on emails coming from AWS/SNS - which does not use the Customers' domain. We do have Customer name as part of the subject - but cannot determine how to change the Organization with a Macro, Trigger or Automation.  Is this possible?    

We respond to many Messaging tickets daily, but our agents must use up their valuable time assigning the ticket to themselves and updating the status, before being able to respond to the Customer. Is there a way to streamline this? It seems like an awful lot of clicks unnecessarily.