Catch-all

Hey, so I'm trying to upload an attachment using this https://docs.smooch.io/rest/#operation/uploadAttachment endpoint. It says that it takes a multipart form data as the payload where the file is sent as a "binary <string>" with the name "source". But I tried to send the file's stream as "source" in python, I get an error message saying "No source file specified".  Now when I try the same thing with postman or insomnia, it works fine. In postman/insomnia, I'm uploading a file from my local machine whereas, in python, the file is in a FileStorage format. When I do file.read(), I get the binary data. I'm not exactly sure how this is supposed to work. Here is my code sample url = f"https://api.smooch.io/v2/apps/{self.app_id}/attachments?access=public"headers = { "Authorization": "Bearer {}".format(self.jwt)}response

I opened a support request on 3/18 and still have not even received as much as an acknowledgement of my request (today being 3/30). Furthermore, I contacted our Account Rep and not a peep out of him either.   If you are going to provide "Support" software, shouldn't you be the leader in providing exceptional support? We will be considering changing to a new vendor, this level of service = none, is unacceptable.

Hi there, An end-user has raised an issue whereby she encounters a "page you are looking for doesnt exist" error when trying to submit a ticket form. She typically is able to submit the ticket form on her second or third try. This has happened multiple times, so I don't think it is a coincidence. I tried submitting the same ticket form a few times on my own account and it works fine. So I just want to check if there is any insight your team could provide for this situation that I am encountering? Things such as preferred browser, or settings on the browser would be helpful for me to guide my customer to resolve the issue, as she submits tickets regularly. Screenshot of the error the end-user is facing:

We added Brands to our account this week and on one of the new ones, I clicked the button to create a new help center for it, which seemed to complete. But now every time I try to click Manage from the Brands Page, or switch to it from the other brand's Guide, I get an error page reading: 403 Forbiddencloudflare I tried posting this through the chat help, but it keeps saying that my email isn't valid and I'm not logged in...even though it is and I am.  Kind of frustrating.

Hello, I have activated the option "Set the ticket form as the default landing page" in my help center, and I'd like to remove it. Does anyone know hoy to do it ?   Thanks

Is there a good way to incorporate a survey in a Gather post?

「記事を配置」画面で記事タイトルの右横に設定している表示対象ユーザーが表示されると思うのですが、なぜか表示対象ユーザーを「エージェントと管理者」または「サインインユーザー」で設定している記事は、どちらも「エージェントおよびマネージャー」という全く同じ表示になってしまい、現状見分けがつかなくなっています。 その他カスタムの表示対象ユーザーに設定している場合は、その名称通りに表示されているので、上記の事象はバグか何かだとは思うのですが、作業ミスの原因にもなりかねないので、改善をお願いいたします。

What is the purpose of this Second scroll bar aside from being extremely annoying? How do we get rid of it? 

Hi there, the organization I'm assisting has defined a policy for each supplier and has decided to use the Requester Wait Time metric. The external personnel, though, doesn't have access to the ticketing system and interacts solely through emails. This means they are not notified for a new ticket that falls within their policy and cannot actively move a ticket to the Solved status. As a result, their Requester Wait Time is very poor, because it takes into account some internal inefficiency too. It looks like the whole ticketing process was designed with a scenario in mind in which internal and external personnel interact on a daily basis and where the externals are allowed / forced to, for example, set a ticket as solved. Is it right?

Hello, I am trying to setup a ticket age column that will display our tickets based on predetermined ticket age or timeframe (such as tickets old from 7 days, 15 days or 30 days, 60 days and over) using the last assignee/requester update of the ticket. I tried using the hours since created automation, but I encountered a problem when I reissued the ticket again...the ticket age wouldn't update, but remain n days old despite the newer ticket reissued by me or received from the user. I do have another option to use "since update" but it's going to use "the last updated column as reference. The update column is not accurate because its a query generated daily update from our server that checks the tickets. Our tickets are not manually created, but generated, first. In this case the update date is not useful because the ticket age will reset daily. I want the ticket age column to reset every time the ticket is reissued or responded too in order to prioritize which ticket should be taken c

We have been hearing from a lot of our Customers that they would like to see Custom Objects integrate seamlessly with Tickets, Triggers and other features of Zendesk. I am super-excited to let you know that we have started our journey in improving Custom Objects and intend to make considerable progress in 2022 around this. Given that we are building a reimagined version of Custom Objects, we will not need this App after all. Hence, we will not be taking up any new EAP requests for Sunshine Custom Objects App. However, those of our customers already using this capability can continue to do so. Please reach out to me(ashwin.raju@zendesk.com) or to your Customer Success team if you have any questions

We have been hearing from a lot of our Customers that they would like to see Custom Objects integrate seamlessly with Tickets, Triggers and other features of Zendesk. We have started our journey in improving Custom Objects and intend to make considerable progress in 2022 around this. Given that we are building a new version of Custom Objects, we will not be taking up any new EAP requests for Sunshine Data manager at this point. However, those of our customers already using this capability can continue to do so. Please reach out to me (ashwin.raju@zendesk.com) or to your Customer Success team if you have any questions

I need a report that allows my team to understand the efficacy of promoted articles. Essentially, we need to know whether promoting the most viewed articles has resulted in any improvement in our customer's ability to self-serve. Some insights that we would like to see in this report:- When the articles were promoted- Number of views and votes before and after articles were promoted- Number of tickets related to the article topic before and after the articles were promotedThank you

Why can't I access tickets older than 1 week?  Are they archived that quickly?  I can find no knowledgebase article and nothing in these forums on how to expand the date range to view historical tickets.

Hi! I'm trying to create a Zapier integration that will create a new entry in a Notion database when a new macro is created in Zendesk. I'm pretty clueless on how to go about this. Any thoughts? Thanks!

Currently our Zendesk Suite Professional includes one agent, and I'm the only agent for our account. Now I want to downgrade myself as light agent and assign the agent role to another user, however I'm not allowed to do so because I don't have an extra agent license to assign to the user then downgrade myself - basically I'm stuck in a loop. Is there any workaround to transfer the agent role from one user to another while having only one agent license?

Say I have a report, that returns the contact reason for tickets. Last month, options A, C, and D got used. This month, only A,B, and C were selected. In this scenario, my Dashboard with the query on it, will only show options A,C, and D when I have it filtered to last month, and only show A,B, and C, when I filter to this month. I need all values to show all the time, even if they are 0.  I have tried adjusting metric filtering, but even when manually setting the minimum to "0" it doesn't return all the custom field values. I have also tried the "add +0" to the top metric, which didn't change the result either. My top metric value would be Solved Tickets. This happens on both the Tickets and Tickets Updates datasets, but Tickets is the one I would prefer to use for this. My understanding of Explore is that because it uses an Outer Left Join, Tickets *should* be joining Custom Field and displaying 0 for any values where # Tickets is 0. This is not happ