Catch-all

Since a few days, changes have been made to the agent environment of Zendesk.   I work with an iMac, OS 12.2.1 in combination with a trackpad Chrome browser Version 99.0.4844.51 (Official build) (x86_64)   In the text field of the ticket, I am experiencing problems from this change. Outside of the text field, I don't experience any problems in other programs either.   Complaint My trackpad no longer responds to double-tapping to, for example, block a text or adjust a shaded word through the spell-check.   When I start Zendesk via Safari, everything works as it should.   With my MacBook Pro (completely up to date) I experience exactly the same complaints. So it is not related to 1 machine.   Can you help me?

Buenas noches estoy buscando hacer que Zendesk reconozca los tag que tienen nuestros clientes en Infusionsoft, lo anterior para que puedan acceder a una base de datos privada, Alguien sabe cómo lo puedo hacer, Muchas gracias 

Minha emprese fez a aquisição de outra empresa do ramo, nós temos contratado o zendesk sell, já essa empresa que compramos tem o zendesk support contratado, conseguiriamos fazer a união das duas plataformas em uma só?

Hi there, we have been trying to use the Out of Office feature for an associate going on vacation. Every time they have adjusted the "out of office" app to unavailable, they still receive cases under their name. We have checked the events on those tickets and they do not show the "agent_ooo" tag. Could this be an issue? 

I want to Integrate zendesk with my chatbot such that when a user is active on my chatbot, agents can view user's conversation and can also chat with them directly. What might be the best solution for this? Is there any option to create webhooks on both side and communicate using them?

Hi, our Zendesk admin user can't access ZDKHelpCenterUi ViewController, the API response: ```{  "error": "OnlyEndUsersAllowed",  "description": "僅限一般使用者允許以行動 SDK 驗證"} ``` curl 'https://pinkoi.zendesk.com/access/sdk/anonymous' \-X POST \-H 'Host: pinkoi.zendesk.com' \-H 'Client-Identifier: mobile_sdk_client_04d1fd933dc8bfa44b3b' \-H 'Connection: keep-alive' \-H 'X-Zendesk-Client-Version: 4.80.1' \-H 'X-Zendesk-Client: mobile/ios/sdk/core' \-H 'Accept: application/json' \-H 'User-Agent: Zendesk-SDK/4.80.1 iOS/15.5 Variant/Core' \-H 'Content-Length: 107' \-H 'Accept-Language: zh-TW,zh-Hant;q=0.9' \-H 'Content-Type: application/json' \-d '{"user":{"name":"Alice","sdk_guid":"A20C4DF5-4A9E-49BC-8AF1-6596BF9FD892","email":"alice.teng@pinko

Hi,  I am trying to create a new form to be displayed on my website. 1. I added to the ticket fields 2 new fields: Date and Time (for time I chose regex), with the permission of the end-user visible. I also see them on the Ticket Forms screen. However, I don't see them in the tickets nor in the form I created. I don't even see them in admin > channels > web widget customization section (however I do see custom text fields I added). What can I do to show these fields (date and regex) in my form? 2. The default 'email' field appears pre-filled with my developer's email address in this form.  How can I change that?

Only during the early access program of the Unity SDK, we will be using the Android Channel in the Admin Center to create a Unity Channel and you can use the channel key in your app as normal. Here are the instructions to add an Android Channel. Two implications for using the Android Channel: It will appear in the channel listing as an Android Channel. Your anonymous customers will appear in the agent workplace as android users.

Hello, I'm using the following Android SDK for reference "com.zendesk:chat:3.3.3""com.zendesk:messaging:5.2.3" I've got a question regarding tracking visitor path. (This used to worked fine in the old Zopim SDK but the "Zendesk" SDK not so much..) Sometimes it works, sometimes it doesn't but most often doesn't show in the Zendesk Agent UI. Are there any gotcha's I'm missing? Or is it known that this doesn't work correctly and a fix is coming? Here's some code:That's when I call the track visitor path code. fun trackEvent(event: String) { println("::::::: ${Chat.INSTANCE.providers()} - ${Chat.INSTANCE.providers()?.profileProvider()} --- $event") Chat.INSTANCE.providers() ?.profileProvider() ?.trackVisitorPath(VisitorPath.create(event), object : ZendeskCallback<Void?>() { override fun onSuccess(result: Void?) { println("::::

Hi, We have tried using the out of the box light agent / contributor profiles and we aren't able to find a profile that isn't given access to the "Add New Ticket" link. That New Ticket pane, has the Requester field, which autofills - allowing 3rd party clients (we're a white label provider, but sometimes we have VIP agents from the client who want to check chats in Zendesk).  They can be restricted on what they see by group EVERYWHERE except for the requester field, which will start to provide competitors customers emails for them at the typing of 2 letters Can we not hide the requester field, or have a profile that DOES NOT have the ability to create a new ticket (our preferred method) We tried creating the strictest profile we could and no joy.... please - either let us know how to do this or at least limit the autocomplete to the group of the profile creating the ticket This is a desperate business case for us. I've worked with compe

Hi, Zendesk, My client uses a smooch chat messager to support the customers. I want to display a proactive message on my widget like "We apologize for *****." in different languages based on "visitor Country code". I tried on https://support.zendesk.com/hc/en-us/articles/4409147863450 based on this article. But this is working on the "Zopim chat" widget. But I'm using smooch chat flow. How do I go through this anyone, please give suggestions on this?

From zendesk portal i can see below user role types: I want to know how can i assign the above roles to users while creating the user using POST API

Is it possible to show the category in Recent Activity?

I am looking support the business website development please create business website

Hi I am trying to create a trigger to send agent ticket update time on a trigger to a webhook, however the fields are not listed in the available list of tags. Is this possible?

Dear Zendesk Team, Within our department we have a Zendesk inbox, which is connected to an external (Gmail) inbox. When the email address of our Zendesk inbox is used to communicate with other departments, (when our email address is CC-d, or we reply from our ZD inbox), it creates duplicate tickets in other departments ticketing system. They use Fresh Service. I was wondering if we can do something from our side to avoid this issue.Thank you for your help in Advance.Kind regards,Edina Bacso  

Do you guys actually plan on fixing your software so it can be used? The admin center is spewing console errors.

Hello We’re struggling with this fix and it seems like there is an issue with the Zendesk SDK. We’ve found an issue with the ‘Department’ for the offline form in Zendesk Chat iOS SDK. The value (which is set via the ChatAPIConfiguration) is ignored and the ticket from the iOS app is created and displayed without specifying a department in Zendesk Chat history. The same case with the same configuration works fine in our Android app. We integrated according to Zendesk - Chat SDK v2 - iOS documentation.SDK version: 2.12.0

Hello All! The malware scanning EAP has concluded and we are slated for a rollout to all Customers towards the end of June 2022. We will have a help center announcement as we get closer to the date of availability!!  

I can't find an article that helps.  If I understand how the knowledge function is supposed to work in Agent Workspace (perhaps I don't), when I click on the knowledge sidebar icon it should search the subject and description and return relevant articles. But, it doesn't - it returns completely unrelated subjects.   For example, I have a Guide article titled "PA Checklist."  When I receive a ticket with "PA official notice" in the subject, I would expect that the PA Checklist article would be shown when looking at Knowledge.  It is not, but will when I search for "PA" in the search field. What configuration(s) do I need to make (assuming Answer Bot) to make this functionality work. At this time we don't want Answer Bot enabled for end-users in the help center, just the ability for agents to have relevant articles presented.  

We've been experiencing an issue for several months when we include a tag on a Twitter DM (85% of our inbound messaging - roughly 1,200 tickets per month) the ticket status doesn't go to closed after 72 hours when the ticket is closed.  Thus, when a fan replies back the tag gets added again to the ticket thus creating another count on that tag.  We have an example of one tag that should have a total of 138 tag counts from early in December 2021, and its now showing 291 counts for the same tag. This is the case with all the tags that we're using (roughly 500 tags per month). We have confirmed with the Social Messaging team that the status stays as a "Twitter DM" rather than converting to a "Closed Ticket" when the ticket closes. Thus, all filters to exclude "closed tickets" from reporting aren't applicable in our use case.  This has made it so that our reporting is not accurate and has caused a lot of frustration for our team that relies heavily on these stats f

so i have report  and i need to drill this report but......after i drill that report doesn't appear "COPY" PLEASE FIX IT, PLEASE GIVE THAT FEATRUE BACK