| Announced on | Rollout starts | Rollout ends |
| June 15, 2023 | June 19, 2023 | June 19, 2023 |
Zendesk is happy to announce improved error handling, which provides better alerting for your integrations using the channels framework
What is changing?
We have updated our Channels Framework schema to better report on integration errors related to external ID, this will now not only alert the integration but provide an error on the ticket for the agent to review and provide the error to the integration third party or team responsible.
The agent’s reply will be added to the ticket and posted to the reporter, but the response from the third-party integrator will be counted as a client error and recorded appropriately.
Why is Zendesk making this change?
Zendesk strives to be a good partner for integrations of all types and wishes to ensure all errors are managed and reported to the correct parties and improve the user experience for not only Zendesk customers but the partners who wish to integrate with us.
What do I need to do?
If you see this error pop up for any of your integrations, copy the error from the tickets event view and send it to the integration provider, who should be able to provide more in-depth detail. Zendesk will also send a record of the error in response to the API call that generated the error.
3 Comments
Hi Chris Drylie, could the Channel Framework Errors be logged using the Platform Logs API? If not, is is it part of its roadmap?
HI Rafael Santos
At the moment no, but it is something we have been discussing. We will be making more improvements to logging in the future and will aim to keep you updated.
I appreciate the update, but I can't help thinking it has major shortcomings still. I found the verbiage of those errors a bit vague as it indicates the comment cannot be added to the "ticket". In reality, the comment is added to the Zendesk ticket object but cannot be added to the mapped channel object.
For example, if one tries to reply to a deleted mention in a tweet or facebook comment, the reply will not be posted to the social media channel, but the comment will be added to the Zendesk ticket with no persistent indication to the error.
Please sign in to leave a comment.