Andrew

Is it possible to make a tickets API call and only get a response where it returns custom fields that have values rather than a bunch of null?

We have setup AWS Appflow to pull in Zendesk ticket and user data. The ask is if it is possible to pull in custom objects through appflow? I'm guessing the answer is no because of the limited functionality of custom objects within Zendesk itself (IE not being able to report on them and only being able to see custom objects through the api), but I wanted to ask and confirm. 

Thanks!

Problem statement:

Due to limitations of the messaging widget on the help center we are unable to prompt a user to login prior to speaking with an agent. This creates possibly security and technical issues within Zendesk/support.

Security issue:

When a customer is not logged in and engages in messaging from the help center, they are asked to supply their name and email address, however anyone can enter any email address. The risk here is impersonation of existing clients with no way of automatically validating the customer.

Technical issue:

When a customer who is not logged in engages in messaging from the help center and then enter their name and email address, if an existing user's email address provided, Zendesk creates an additional user record for the same user. This is believed to be intended behavior; however, it causes issues with customer and ticket management resulting in agents having to manually go in and merge the user objects.

The ask:

How are folks addressing these issues? Is there a way for me to reliably detect if a customer is successfully logged into Zendesk through ZAF or some other means which I can code into our instance? Does Sunshine messaging address these concerns? Any feedback would be appreciated.

Thanks!!!

Using this endpoint:

• POST /api/sunshine/objects/query

I am querying some custom objects that have been created. Is there a way to get the total count of the objects that exist? Other API's have a count field but I do not see one with this.

Prakruti Hindia

Let me rephrase a bit... if in the messaging JWT I pass additional claims like first name, last name, country, ect. Should I expect these fields on the ZD user object to be updated once ZD received this JWT from messaging? I am trying to get a clear understanding of when the ZD user object will be updated when we pass JWT's over for auth. 

Thanks,
Andrew Wells 

That is unfortunate but understandable.

Is there a way to send which fields we want returned through the tickets API? 

The situation we are finding ourselves in is we make an API to get ticket info and it returns all of the custom fields. This in and of itself isn't horrible (also isn' the best) but if we want to do anything with the response, such as looking up a specific field ID to get its value we need to iterate through all fields to get it. This can take time and in the world of automation time is never on your side. Our though is that if we can specify which id's we want returned this would be a non-issue. If thats not possible then is there a recommended search method, I should be looking into to be more efficient when iterating through the custom_fields array?

We have the zendesk messaging bot setup in our lower environment to test to how it works and one question that keeps coming up is if we authenticate the user by passing a JWT from our IDP will that update the users zendesk profile? If it does at what frequency does it update it? Should we expect it to be updated every time we pass a JWT over to ZD or if there some other trigger which updates it?

We have a need to get some additional user information from our platform when a chat (messaging) is initiated. Is there a client.on('') specifically for when a chat (messaging) has been initiated? If not is there a way I can tell that an active ticket came in through messaging other than calling the tickets API and checking the ticket>via>channel attribute?

Brett, 
I apologize I should have been more specific in this comment. High importance as in the ability in Outlook or O365 to select a priority for the email you are sending. I believe this marks something in the email header but I'm not an expert on email. Below is a screenshot of what I'm talking about.