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Assistance Needed with Channel App Development in Zendesk

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SPARTAN

Posted Apr 18, 2024

Hi Team,

We're encountering an issue while developing a channel app in Zendesk. There's an event called "channel back" which assists in retrieving ticket replies and posting them to the original channel.

In cases where an error occurs, I need to send the error response to the channel back to this endpoint: /api/v2/any_channel/channelback/report_error.json. However, I'm facing some blockers:

The first issue is that the endpoint throws an error:

{
"error": "Forbidden",
"description": "You are missing the following required scopes: any_channel:write"
}
 

Tried to enable it in settings but didn't get any options to enable it. How can I enable the scopes for this?

The second issue is that I'm unable to get the instance_push_id as a response, not even in the event_callback. I've searched through the documentation, but it's not mentioned there.

Could you please assist us in resolving both blockers? These are currently hindering our development progress.
 

Looking forward to your prompt response.

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3

3 comments

Date
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    SPARTAN

    Hi Team,
     

    Is there anything else needed from my end? Kindly assist me in moving forward.

    Awaiting your response.

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    smith john

    Hey Spartan, have you tried adding any_channel:write directly in your OAuth permissions? Missing instance_push_id could be in metadata fields or may need a separate request. Reviewing all callback metadata is often helpful here.

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    smith john

    The "Forbidden" error with /api/v2/any_channel/channelback/report_error.json happens due to missing any_channel:write scope. Ensure this scope is enabled in your app's settings. If it’s not visible, check with your Zendesk admin or reauthorize your OAuth token after updating permissions.

    For the missing instance_push_id, verify your event callback setup and ensure the payload is being received correctly. Use tools to inspect incoming events and confirm the endpoint is registered properly. If unresolved, contact Zendesk support with details for further assistance.

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