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New Chat Widget Customisations

5 months ago

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Zendesk APIs
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Zendesk Apps Framework (ZAF)
Platform (Sunshine)

3052 Topics

posted in Zendesk SDKs

iOS ChatProvidersSDK crashes

Hello. We see iOS ChatProvidersSDK crashes in our app. Stack traces: EXC_BAD_ACCESS KERN_INVALID_ADDRESS 0x0000000000000000Crashed: SwiftWebSocket0 libswiftCore.dylib 0x2cf7ec swift_isUniquelyReferenced_nonNull_native + 101 ChatProvidersSDK 0x16258 specialized Dictionary._Variant.setValue(_:forKey:) + 4064 (<compiler-generated>:4064)2 ChatProvidersSDK 0xcb914 specialized DataNode.addModelObserver<A, B>(_:type:_:) + 22028 (<compiler-generated>:22028)3 ChatProvidersSDK 0x725d8 ChatConnection.obtainConnection() + 24236 (<compiler-generated>:24236)4 ChatProvidersSDK 0x737a0 ChatConnection.connect() + 28788 (<compiler-generated>:28788)5 ChatProvidersSDK 0xd188c specialized ChatRetryConnectionBehaviour.tryReconnect(in:completion:) + 163 (ChatRetryConnectionBehaviour.swift:163)6 ChatProvidersSDK 0x72f40 closure #2 in ChatConnection.observeChatSocketConnection() + 26644 (<compiler-generated>:266

posted in Zendesk APIs

Using Custom Fields in a JSON query

I am trying to put together a JSON / API query string using a combination of 'standard' and custom fields such as:  .zendesk.com/v2/incremental/tickets.json?per_page=900&start_time=1634740000&include=users,groups,organizations,metric_sets,ticket_forms&created>2021-10-01&custome_field123=wibble"   But having no luck at all. Anyone have any ideas?

posted in Zendesk APIs

API Invalid User Email

Hi I am doing a migration and I am trying to create a user with email a.b.c@d.org.invalid (abcd are placeholders) and I get: response.body.details {email: [{description: 'Email: Email: a.b.c@d.org.invalid is not a valid address'}]} How would I get around this? while losing the least data as possible? maybe a.b.c@d.org? a.b.c_deleted@d.org?

posted in Zendesk Apps Framework (ZAF)

Zendesk App Button

Hi, In modal.html, create a button. In the first function getData(), I can retrieve the sunshine object ID dynamically. Is there a way to also retrieve the ticket.requester.id and the sunshine.object.id in the buttonOrder() function? I bold these two variables in the function. Any guidance is appreciate, thanks!   <body><button class="c-btn c-btn--primary" onClick="buttonOrder()">Buy Product</button></body> var client = ZAFClient.init();client.on('app.registered', init);function init(){var hashes = window.location.hash;var param = hashes.split('&');id = param[0].replace('#','');requester_id = param[1];getData();};//Function - Get data from custom objectsfunction getData(){//Get object's attributesvar objectSettings = {"url": "/api/sunshine/objects/records/" + id};client.request(objectSettings).then(function(response){

posted in Zendesk Apps Framework (ZAF)

Basic App functionality with custom fields

Hello! I'm using a basic tutorial from the site that looks like this: var client = ZAFClient.init();client.invoke('resize', { width: '100%', height: '200px' });client.get('ticket.subject').then(function(data) {var z_subject = data['ticket.subject'];console.log('Ticket Subject is ' + z_subject); This prints the subject line to the console no problem. But what I want to do is something like this: var client = ZAFClient.init();client.invoke('resize', { width: '100%', height: '200px' });client.get('ticket.custom_field_12312321').then(function(data) {var zFieldValue = data['ticket.custom_field_12312321'];console.log('The Field Value is ' + zFieldValue); I want to get to a custom field value to display just like the subject displays and I can't figure out the right syntax. Thanks in advance!

posted in Apps and integration

Zendesk mobile app keeps logging me out

Hi, Since the last Zendesk app mobile update to 2.15.0 and IOS 15 - the Zendesk app keeps logging me out . I'm using SSO with my Azure, iPhone with IOS 15 and Zendesk app version 2.15.0. The app don't disconnect me straight ... It takes indefinite time....After I log out I am required to re-enter the domain name , user name and password . any idea ?is there other users who are experiencing the same problem as me? Thanks!

posted in Apps and integration

Zendesk creates new Contacts instead of Leads in Salesforce

Our Zendesk sync is configured so that requester email addresses are matched and synced to existing Lead or Contact email addresses in Salesforce. When there is no matching email address, a new Contact record is created in Salesforce without an Account. You cannot edit a Contact record that is not related to an Account (Account field is required to Save) but often the Account/Company details are unknown. It makes more sense to create a new Lead record instead of a Contact record in these situations (Leads can always be converted to Contacts if needed, but not vice versa) but Zendesk currently does not have that option. Has anyone else had a problem with this or found a solution/workaround for it? 

posted in Zendesk SDKs

Sunshine Conversations Web Messenger SDK with messaging

With Zendesk Chat, we have a Web SDK that exposes functions to do basic actions like send messages, end the chat,... The documentation for that SDK can be found here: https://api.zopim.com/web-sdk But then, There's a new product called Zendesk Messaging which is supposed to replace the old Zendesk Chat. According to comments under this article, there is no SDK for Zendesk Messaging like on Chat: https://support.zendesk.com/hc/en-us/articles/360057455393-Introducing-Zendesk-Messaging However, after investigating, I found out that Zendesk Messaging does use Sunshine Conversations SDK (a.k.a Smooch) under the hood. I can get the ID for Sunshine Conversations via this endpoint: https://d3v-bot

posted in Zendesk APIs

Autopulate/autofilling fields

Hi everyone,   we have just implemented most of our activities in Zendesk (Enterprise account). We get requests from colleagues worldwide and we will also track our internal activities in Zendesk.  Previously, we have generated tickets and tracked our activities using "sheets". To avoid double typing, we implemented an array that autopulate several fields when a "cell" was filled with value "x". Some sort or "archiving". We would like to implement it the same archiving in Zendesk. I have considered "triggers" to autopulate fields but we have a list over a 100 fields meaning 100 triggers.  Is there a way to do this without using triggers? Best, Rom

posted in Apps and integration

Is there a way zendesk can allow us the ability to create a mass email blast for however many individuals we are trying to communicate the same message to and instead of having everyone attached to one solid ticket the system would allow us the ability to create one mass message but automatically create individual tickets.

HasarangaWanindu

posted in Zendesk APIs

Zendesk Sell Top bar app track current page?

I'm developing a Telephone integration with Zendesk Sell.Is there any event I can tap into that will tell me when the user navigates to a new Contact or Lead pageomegle xender in Sell and if so, what type of entity it is (Person Account, Company Account or Lead) and the entity ID?

posted in Zendesk SDKs

iOS Crash when trying to create a request

Hello,I need to create a Request with the ZendeskSDK. When i try to create the request with the provider the app crash with an error that can't be parsed...The request creation :     let provider = ZDKRequestProvider()    @IBAction func sendButtonTapped() {        let request = ZDKCreateRequest()        request.subject = "[TEST SDK ZENDESK] Test iOS"

posted in Zendesk APIs

Live Chat API - Timestamps of Agents Joining and Leaving

Hi, I am trying to figure out when agents enter and leave a chat. We have customers who leave the chat open and come back an hours later asking for help on another subject and connect to another agent in the same chat. For reference, I do not have the power to set up systems to close the chats between agents, I am just an analyst, so I need to find a way around this.  For example, a transcript of a single chat might look like this Customer @ 11:00 : Hi I need help with x. Agent 1 joined @ 11:01 Agent 1 @1102: Let me help you Customer @11:04: Nevermind I got it. Agent 1 @11:05: Okay, have a nice day. Agent 1 left @ 11:06 Customer @3:06: Hi need help again. Agent 2 joined @3:07 Agent 2 @3:08: How can I help you today? Customer left @ 3:08 Agent 2 left @ 3:09   I'd like to get the data Agent 1 was in a chat from 11:01-11:06 and Agent 2 was in the chat from 3:07-3:09. 

posted in Zendesk APIs

Same email address in request duplicates ticket messages

Hey! I have a problem. I am using zendesk for support in my game. When a user wants to contact support, he fills in the form fields and I send a POST request to /api/v2/requests.json. The data in the request is pretty simple.   { "request": { "requester": { "name": "{{userName}}", "email": "{{userEmail}}" }, "subject" : "Help me!", "comment": { "body": "{{userMessage}}" } }} where userName, userEmail and userMessage are the fields that the user fills in So the problem is that when a user sends more than 1 message with the same email address, I get different tickets with a text (body) inside, similar to the first message.  

ihorbufan-admin

posted in Zendesk APIs

Get articles call does not include latest label updates

I'm using cursor-based pagination for getting all the articles. GET / api / v2 / help_center / articles? locale = en-us& page [size] = 100. In the result, I have the articles, but some of the labels are missing. My observations: 1) Labels are not included if you added them and save the article without editing the text of the article. I assume that it is not updating because the Publication status is not changing. Am I right? 2) If you edited labels of the article and edited text of the article that labels are returned correctly but if the call is made approx. in 1 hour later. Why do we have such a delay here? However, when I'm using GET /api/v2/help_center/articles/search.json?label_names=label1 it returns an valid article with newly updated article. Could someone explain the logic behind this?  

posted in Zendesk Apps Framework (ZAF)

client.get('ticket.requester.groups') is empty until open requester tab

Hello everyone,I found the issue, that client.get('ticket.requester.groups') returns no groups until you open the ticket requester tab and then go back to the ticket page.Is there a way to bypass it, or is it a bug that going to be fixed in near future?Best regards,Andriy

posted in Zendesk APIs

Zendesk sandbox instance fails to authenticate

I have created a sandbox in our company's zendesk account. I am not the admin but the account that I used to create the sandbox has admin priviliges. I created API key in that sandbox. Then i tried curl command to hit the query api (api/v2/requests/search.json?query=) on the sandbox instance(obviously using the sandbox subdomain) but I am getting error "Could not authenticate you". If i hit the production instance with a production instance api, it works, which means my curl command syntax is correct. What am i doing wrong? Can the sandbox instance be accessed via the api?  

posted in Zendesk APIs

Get all users with created_at > 2021-02-15

I can get users using https://subdomain.zendesk.com/api/v2/users.json?page[size]=100   but how do we apply a filter i.e "created_at>2021-02-15" or "email=john_doe@foo.com"?   Is the best way using the `search` endpoint i.e https://subdomain.zendesk.com/api/v2/search.json?query=type:user created_at>2021-02-15 ?

Administrator14

posted in Zendesk APIs

How to securely store the salesfoce barer token in zendesk

Hello good afternoon to everyone. A customer asked to do a salesforce integration for zendesk. My question is, once I get the barer token from salesforce, how can I store it safely. I can't use localstorage. The oauth2 client method that zendesk offers only allows me to put the static values in the manifest. but I need the clientid and client secret to be dynamic so that when each user that installs the app can log in through Oauth2.

posted in Apps and integration

Zendesk App installation setttings dropdown feature

Hi Team,   We are making some enhancements to our app and have few clarifications.  We want to introduce a new parameter 'region' in the installation settings page(required parameter with a default value). From the zendesk documentation, we understand that adding a parameter in the manifest json file, will do this for us. But we need this to be a dropdown / radio button instead of a free text.  We observe that from the link, https://developer.zendesk.com/documentation/apps/app-developer-guide/setup/#type parameters of type 'dropdown'  or 'radio' are not available. Could you please check and let us know if this can be accommodated ? If not, is there a way we can validate the values provided in the free text among a set of values? Also, the current version of our app does

posted in Apps and integration

Sending "Mandatory to acknowledge" process updates and announcements

As a dynamice contact centre, we receive updates almost daily. and we need to ensure that our employees know and acknowledge those updates, and for us to know who did and who didn't.   I'm looking for a communication that has those requirements.   The notification app has really bad reviews and i don't trust even trying it.

posted in Zendesk SDKs

Android SDK language issue

Hi!  We are using Zendesk Support SDK to provide our customers with a Help Center articles. The app supports different languages and we also provide a mechanism to change the app's language just for the app, ignoring the system language.  After initializing SDK I call Support.INSTANCE.helpCenterLocaleOverride and set the needed locale. It works well for the content, however, if the system locale is different I can still see some SDK's text fetching strings for the system locale. For example, here on the screenshot the system's language is Russian, and I set Locale.ENGLISH to the helpCenterLocaleOverride. As a result I get this:   How can I resolve this issue? Thank you! 

posted in Zendesk APIs

Custom Objects String Size

Hi, I was wondering if there is a hard upper limit (number of characters or bytes) listed somewhere for a single string within a custom object? Cheers in advance, Cheryl

posted in Apps and integration

Alerts to Kind of Files?

Has anyone written something to set up a slack notification if a ticket has an attachment in a specific format? For example, I want to set up a notification to #support-mac-users lets say, when an email has a .zip file, because it's easier for them to handle than for a Windows agent.  I only want the alert if the file type matches specific types, not just *any* attachment. 

posted in Zendesk APIs

Mail API - Ticket creation with priority

Is there a way to have a tag within an email, that would set the priority of the ticket, when it is first created?  I know that you can use #priority tag within the body to set it once the ticket has been created.  However I need it when it is first created by an end-user.   Basically I wish to have an urgent tag that clients can add to their email (after hours) if something is critical.  Im trying to create a basic after-hours mechanism that will only notify the engineers if something is at the highest priority.

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