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Hi, Can you please help me to find a way to report on a list of tickets that went in Pending status for the very first time in Explore? I found how many times the ticket changes its state but was not able to find anything related to solve the above issue Thanks!  

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(

I'm experiencing issues with the scroll bar in the side conversations panel in my Zendesk instance.As you can see in the image, I have sent messages in the history, but I can only see the last message.I also can't continue the conversation using the new message panel located at the bottom of the panel.It seems like a bug. Is there any record of an issue that might be causing this?   

We have SLAs set up in our instance for first reply and next reply, for normal and high priority tickets.  This generally works well, but some tickets (most if not all of which appear to involve side conversations) have no SLA running on them.  I can't figure out what the reason might be, but it's becoming a big issue because our views are set up to be ordered by SLA breach and this is hiding any tickets without SLAs.

I have recently begun looking at the Service Catalog, which seems to be a good fit for our company. I really miss to be able to add text from the requester of the service into the ticket body. Today it's only possible to add custom fields.When my users request a service, they would need a field to describe the issue more in detail, which should be a part of the conversation with them on their service case. Will you please consider to add the standard system description field to be available as an option so that it will display in the ticket body as a comment. 

I'm trying to create a macro that will auto cc in specific users triggered by a macro. We find that the user list will need to change fairly frequently. What is the most efficient and effective way to achieve setting the Requester and cc'd end users?

Team -  Changed a user role to a Light Agent but the user is still blocked because he is not a direct member of a group with access.  But, he now has a Light Agent role so he shouldn't be blocked. Ideas?

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?

Hey everyone,I run a small construction estimating business, mostly through my site lewisestimating.com, and I’m trying to figure out the best way to use Zendesk to handle client requests. Right now, people just reach out through my site, and it’s getting a bit messy to keep track of everything.I’m mainly trying to: Let clients send project details easily Keep track of all requests Maybe automate replies for the common questions Has anyone done something like this for a service business? Any tips or tricks would be amazing!

It's kinda absurd that in 2025, Zendesk doesn't have an easier way to automate CC-ing external parties without the need for webhooks.   Add a trigger that has conditions that target an End User or Organization and let me cc someone on the ticket.

Hi, Is there a way me as admin to access personal views created by agents?  Is it possible to give access to views, only to specific persons not an entire group only?

Can the sell contact record be updated to "no longer active"? This is not currently an available feature in Sell. Currently, you can only delete a contact record - https://support.zendesk.com/hc/en-us/articles/4408832226842-Deleting-leads-and-contactsThis would be helpful when someone no longer works for the company, but we need to keep their communication history.Could the system be set up to stop any further email communication with the specific person?This will help ensure that no accidental or unnecessary messages are sent to that individual.

Hey folks,  I want to send a survey after a ticket but only if the user never recieved the same survey before. It seems there is no way to achieve this since I qould need to mark the user in a way and filter for that mark on the user (not the ticket). I dont want to send the same survey over and over if the customer has many support tickets.  Is there a solution for this?Thanks!  

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?

Hallo zusammen!Wir haben größere Probleme unsere existierende Anwenderdokumentation in Zendesk Guide zu importieren. Unser Problem besteht darin, dass es sehr viele Seiten mit sehr vielen Screenshots sind.Zendesk verbietet, soweit ich weiß, den Upload von Bildern per Copy & Paste. Es handelt sich um Screenshots, die auf den ersten Blick alle mehr oder weniger gleich aussehen. Ich halte es für ausgeschlossen die einzeln manuell an der richtigen Stelle einzufügen.Hat jemand einen Tip für uns? 

Current BehaviorWhen an agent views a list of tickets in Zendesk Workspace using a View, they can select:Actions → Export as CSVZendesk then emails a download link. Clicking the link downloads a ZIP file that contains the CSV. Questions Is there a setting to disable the ZIP encapsulation and download the CSV file natively? If not, is there a more direct way to access a CSV export of the tickets in the View from within Support (not going to Explore etc.)?  

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

Hi everyone,I'm trying to use a trigger to automatically pull a custom multi-select field from the organization into a ticket.  I've created the webhook successfully, but my trigger is not pulling that field information in.  Both fields are the same type and have the same options for selection.   This is how my trigger is set:  Any ideas as to what I'm doing wrong here?

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 .

Hi. So I am having issues with pasting text (may it be templates or any kind of text) into the chat/email text editor, when replying to customers. I am using an Addon for Firefox that I wrote myself. But I highly doubt it is related to the addon, but more an issue how Firefox handles text editor windows. But only on Zendesk, other form/text fields on other websites (or my own test HTML page) work fine.1. What I need to do is to click on the top left of the text editor field to paste text/templates. This is not a complete deal breaker, but surely annoying. Is there a way to work around? Maybe a Firefox specific setting of some sort? I doubt it, but maybe….Otherwise kindly treat it as a bug report. 2. When I paste text manually from the clipboard, I need to paste it with ctrl+shift+v instead of just pasting it with the regular ctrl+vOtherwise it will not paste the text as it was formatted. This is for sure someth

We have multiple ticket forms. When creating a new ticket, only one form, the default form, is visible on the drop-down. Once the new ticket is created, or an agent picks up an existing ticket, all the drop-downs are visible.It happens on various user levels, and happens randomly.I've checked all settings in the admin and am not able to find where this could be impacted. Has anyone else had this issue?

https://ngletest01.zendesk.com/hc/ko/requests/new This is Help center in practice.The attached file has a text color of #32CEC7.How can I change the color of text since I set this and that?

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?