API 500 Server Error

Hi Bruno,
 
I will solve this topic for now, but feel free to reopen it or create a follow in case you need.
 
 
Regards,
Samanta

Hello,
 
I’m reaching out to provide an important update regarding the 403 (Forbidden) errors that have been reported with our API.
I’m pleased to inform you that we successfully implemented a fix yesterday, and the issue related to the 403 error should no longer be experienced.
 
We kindly ask that you test on your side and let us know if everything is functioning properly.
 
Thank you for your patience and understanding throughout this process.
If you have any further questions or concerns, please feel free to reach out.
 
Best regards,
 
Samanta

Hello,
 
I wanted to provide an update regarding the 403 (Forbidden) errors that have been reported with our API.
 
We have allocated engineering resources to investigate the issue further. Our enhanced logging has revealed that the problem is likely related to how API requests are handling scopes. We are currently working on a fix and expect to implement it between today and tomorrow. However, please note that this fix will not be available in production immediately, as we are dependent on our release cycle. We anticipate that it will be deployed during the week of the 21st.
 
We appreciate your patience as we work through this, and we will keep you updated on our progress. If you have any further questions or concerns, please feel free to reach out.
 
Best regards,
Samanta

Thanks, Bruno, for your understanding and follow-up!
 
I'm sharing the details provided with our engineering team.
 
Have a great weekend!
 
Best,
 
Samanta

Sounds good, thank you Samantha!
 

I have update here just to share the current error I'm facing:

403 Client Error: Forbidden for url: https://rebuy.zendesk.com/wfm/public/api/v1/reports/788f1bdb-e128-40ce-b985-d973b1e6a2e1/data?startTime=1742860800&endTime=1742860800&page=10

 

Thanks again!

Hi Bruno
 
Thank you for your understanding and patience.
 
The internal comment mentioned was on March 10th, and it was to inform you and your team that we were changing the ownership of this issue. We believe the root cause may lie in another area, and we are currently actively investigating the matter. Additionally, we have received similar complaints from a couple of other customers, and we are working diligently to find a solution.
 
I hope to have more updates to share with you soon. Your guidance and feedback are greatly appreciated.
 
Thank you!
 
Best regards,
 
Samantha

Hi Bruno,
 
Thank you for your patience, and I sincerely apologize for the delay in our response. It appears that some communications in this thread were recorded as internal comments and did not reach you, which is certainly not ideal.
 
We are currently addressing several API issues reported during this early access stage, and I understand that this particular issue is taking longer to resolve due to the inconsistent behavior you’ve experienced. If there is any additional context or specific details you can share that might assist us in troubleshooting, please feel free to let us know.
 
I also want to emphasize that, as you are aware, the API is in early access, which can lead to more frequent issues than we would prefer for both parties. This is why we clearly outline in the EAP participation agreement that:
 
7. ABSENCE OF WARRANTIES; ASSUMPTION OF RISK
7.1. All EAP Tools are pre-release and are expected to contain defects, which may be significant. They are not expected to operate at the performance or compatibility level of a final, generally available product offering. EAP Tools may not function correctly and may be substantially modified prior to public availability or withdrawn at any time. Access to and use of the EAP Tools is entirely at your own risk. In no event shall Zendesk be liable for any damages arising from the use or inability to use EAP Tools, even if Zendesk has been advised of the possibility of such damages. You are advised to safeguard important data, use caution, and not rely on the correct functioning or performance of any EAP Tool.
7.2. Zendesk makes no warranty, express or implied, with respect to any EAP Tool, and all warranties, whether express or implied, are hereby disclaimed, including, without limitation, implied warranties of merchantability and fitness for a particular purpose.
 
We truly value your feedback and are committed to resolving these issues as quickly as possible. Please don’t hesitate to reach out if you have further questions or need additional assistance.
 
Thank you again for your understanding!
 
Best regards,
Samanta

Request #13396050 "Request created from: API 500 Se..." was closed and merged into this request. Last comment in request #13396050:

This request was created from a contribution made by Bruno Alcantara on March 10, 2025 14:49 UTC.

Link: https://support.zendesk.com/hc/en-us/community/posts/8570404371866-API-500-Server-Error#community_comment_9006636510362

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Could you reach out through my mail?

Would really appreciate some feedback here and if needed we can schedule a meeting.

 

We continue having the same pain with the data API, failing for inexplicable reasons and randomly.