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Erica Girges
Joined Oct 16, 2021
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Last activity Mar 20, 2025
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Latest activity by Erica Girges
Erica Girges commented,
View comment · Posted Mar 20, 2025 · Erica Girges
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Erica Girges commented,
To search for multiple ticket statuses you can use this format:
query=type:ticket requester:xxx@xxx.com status:open|status:solvedView comment · Posted Mar 20, 2025 · Erica Girges
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Erica Girges commented,
View comment · Posted Mar 19, 2025 · Erica Girges
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Erica Girges commented,
Hi Amit, I recommend looking into using a webhook. This way you can both keep track and update the ticket as needed.
View comment · Posted Mar 07, 2025 · Erica Girges
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Erica Girges commented,
I completely understand the confusion. What is needed to access the API is an admin's email address associated with the Zendesk account. It would be the same as what is used for logging into your Zendesk instance.
View comment · Posted Feb 26, 2025 · Erica Girges
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Erica Girges commented,
View comment · Posted Feb 25, 2025 · Erica Girges
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Erica Girges commented,
Hi Henderson,
It looks like it is reverting to an anonymous user. The SDK is designed to do this when the JWT service emits an error.
Also, there are two ways to authenticate users with the messaging widget. That is with external id and or email identities.
Have you confirmed that Email identities have been configured correctly in the account? There are 3 options for configuration here so I would confirm that the correct one for your needs is configured.
Another important thing to note is that external ID will always be the primary identifier used. So let's say an email address is already associated with a different external ID, Zendesk will reject the JWT and the conversation will start as with unauthenticated user. In which case you'll either need to update the JWT with the correct external ID or email address OR delete the user with the conflicting external ID.
View comment · Posted Feb 25, 2025 · Erica Girges
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Erica Girges commented,
When it comes to the via object, the channel can only be set at the time ticket creation. Also, given that we are updating the ticket via API, unfortunately, we can't directly update via SMS. However, there is a workaroud for this. You can check out the walkthrough for setting that up here.
Hope this helps!
View comment · Posted Feb 25, 2025 · Erica Girges
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Erica Girges commented,
Unfortunately, the API is unable to access active drafts of articles. Any updates made would be pushed to the published version.
View comment · Posted Feb 24, 2025 · Erica Girges
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Erica Girges commented,
I recognize that this is an important feature request for you. Unfortunately, I don't have a definitive answer as to if this will be implemented. However, I do recognize the importance ion having such collaboration tools. I recommend sharing this as a post in our Product Feedback for our Developer Platform. Our product teams use these posts as a resource for product and feature planning.
Thoughtfully shared use cases and business needs are always appreciated.
View comment · Posted Feb 24, 2025 · Erica Girges
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