Rafael Santos

1. Community
2. Zendesk APIs
3. How to update a ticket on behalf of the requestor

Hey Asim Chakraborty (TJ), In your shared example, you'd create a proactive ticket on behalf of the customer, sent by the authenticated user (you). To submit the ticket on behalf of the User, you c...

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• Rafael Santos
• Erstellt 14. September 2023 12:57
• 1 Stimme

1. Zendesk updates
2. Announcements
3. Announcing improvements to the views experience in Support

Thanks, everyone liked this! 🙌 Luca Baldini1 - I assume so.2 - Should follow the same as it does now for the 10, having the top 30 available views showing up. Darren Bell, that's possible for Admin...

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• Rafael Santos
• Erstellt 12. September 2023 09:52
• 1 Stimme

1. Guide
2. ...
3. Self-service best practices and recipes
4. Google Analytics and your help center - Part 1: Asking the right questions

Hey Viktor Osetrov, that article is currently unavailable.

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• Rafael Santos
• Erstellt 31. August 2023 14:19
• 0 Stimmen

1. Zendesk updates
2. Announcements
3. Announcing improvements for handling tag change collisions in tickets

This is awesome! Although your example mentions the concurrency between 2 agents, will this work along with other Tag changes, such as those from the following endpoints: /api/v2/tickets/:ticket_i...

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• Rafael Santos
• Erstellt 3. August 2023 10:28
• 3 Stimmen

1. Zendesk updates
2. Announcements
3. Important announcement: Upcoming changes to the Explore dashboard builders

View-only access should be kept for longer unless there are easy migration tools for older dashboards. Due to Explore not having an Import/Export functionality, building some dashboards would take ...

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• Rafael Santos
• Erstellt 25. Juli 2023 14:36
• 14 Stimmen

1. Zendesk updates
2. Announcements
3. Announcing Templating API v3 with improved rich text editor

David Blevins, Peter Piek, This was an update to the Guide Templating API, not the Help Center's REST API. The Templating API is what your Zendesk Guide Theme can use to retrieve and display differ...

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• Rafael Santos
• Erstellt 21. Juli 2023 13:06
• 1 Stimme

1. Community
2. Zendesk APIs
3. Job Data Not Found

There was a Service Incident today which has since been fixed. Since approximately 01:24 UTC on July 12, 2023, bulk requests to create, update or delete many organizations have been silently faili...

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• Rafael Santos
• Erstellt 12. Juli 2023 19:30
• 1 Stimme

1. Community
2. Zendesk APIs
3. Append values to multi-select field via Update Ticket API

Stephen, although not a problem, when using the tickets/update_many endpoint one has to keep in mind that it enforces safe_update: True, and that there's a rate limit for queued job statuses to Upd...

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• Rafael Santos
• Erstellt 10. Juli 2023 13:30
• 0 Stimmen

1. Zendesk updates
2. Announcements
3. Announcing a redesigned SLA admin page

The split between update type and being able to select calendar vs business hours for each is a great addition, as some are conditioned by agent availability, others by end-user experience and its'...

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• Rafael Santos
• Erstellt 6. Juli 2023 17:43
• 2 Stimmen

1. Zendesk updates
2. Announcements
3. Announcing skills in omnichannel routing general availability

Super! Skill timeouts is a great concept, allowing for a broader usage of skills. Barry Neary Can this timeout be applied solely to specific Skill types, or to exclude some? It'd be relevant to kee...

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• Rafael Santos
• Erstellt 5. Juli 2023 16:07
• 0 Stimmen