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Marco

Joined Oct 29, 2021

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Last activity Jan 23, 2025

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ACTIVITY OVERVIEW

Latest activity by Marco

Marco commented,

Community comment Feedback - Help Center (Guide)

+1

View comment · Posted Oct 22, 2024 · Marco

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Marco created a post,

Post Developer - Zendesk Apps Framework (ZAF)

Hello!

We're experiencing an issue with Clipboard copy from our ZAF application which is located in the left navigation bar, as per manifest.json:

...
"signedUrls": true,
"location": {
   "support": {
     "nav_bar": {
       "url": "...",
       "flexible": true
     }
   }
 },
...

Our app is firing an error on attempting to copy any text to the clipboard:

[Violation] Permissions policy violation: The Clipboard API has been blocked because of a permissions policy applied to the current document.

It turns out that any ZAF application is automatically placed by Zendesk inside an

We use standard code to fill-in the clipboard:

navigator.clipboard.writeText("string"))

see doc here:
https://developer.mozilla.org/en-US/docs/Web/API/Clipboard/writeText

 

Also, please note that we already created a ticket to Zendesk (#12790398), and here is their feedback:

 

...After reviewing the information that you provided, I wanted to put you in contact with our Developer Support team. They have more in-depth knowledge of our platform tools and will be able to get you the best possible answers and solutions. This team works out of our Developer Support community, which will also give you the opportunity to have other developers to share their insight as well!

 

Thanks for any help!
Marco

Posted Aug 30, 2024 · Marco

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Marco commented,

Community comment Feedback - Ticketing system (Support)

@Cathy L

 

what about this EAP? We're in Q2 now

 

>1. We are currently working on a capability to enable admins to associate custom statuses with individual ticket forms, which will be the first step toward providing a shorter, relevant list of statuses to agents in the ticket status picker. We're targeting a closed EAP in Q1 2024.

View comment · Posted Apr 09, 2024 · Marco

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Marco created a post,

Post Feedback - Ticketing system (Support)

I created a support ticket for Zendesk, but they asked me to post the issue here.

LIMITATION:

Our agents are not alerted (in their side-conversation emails) when target email has errors like this one (or similar):

Error "550 5.1.1 User Unknown

In other words, it seems that Zendesk is filtering-out these errors, and this is NOT good for our workflows. As there is no reply, the ticket will remain in PENDING status forever instead of returning to OPEN status with error clearly reported!

And, here is the ANSWER from Zendesk:

Our dev team had replied to our question internally and confirmed it is expected, currently we have a limitation and those responses are not added to side conversations. Devs are internally chatting about it, but a solution is not yet in the roadmap.

---

Thanks,
Marco

Posted Mar 19, 2024 · Marco

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Marco commented,

CommentSingle sign-on

Quang Cao try to decode the jwt here.. https://jwt.io/

If the token is valid (assuming not expired), you should see header and payload on the right side of the screen..

View comment · Posted Feb 28, 2024 · Marco

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Marco commented,

Community comment Feedback - Ticketing system (Support)

+1

@Zendesk

In addition to what is planned for Q1 2024 consisting in associate custom statuses with individual ticket forms (which is very useful!), we also propose a different approach that is more "workflow-oriented".

You can define custom statuses which may be NOT segregated by form or group. Conversely they're driven by a statuses-based workflow.
In other words, a custom status is NOT proposed/allowed if it is incompatible with current ticket status. This is similar to the workflows that you can actually define in JIRA.

Thanks.

View comment · Posted Feb 22, 2024 · Marco

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Marco commented,

Community comment Developer - Zendesk APIs

Hi,

I also need to setup SLA policies for API created tickets.

API created ticket implies that it's created by an agent (eg. via API Token). So, I wonder if I can still measure First Reply Time for that case?  If not, which is the best metric available for API created tickets, to measure the responsiveness?

View comment · Posted Feb 08, 2024 · Marco

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Marco commented,

CommentSingle sign-on

Javier DM

I did a try the new procedure based on the (updated) examples you posted on the github. I was able to get it to work... however something is not quite right in my understanding...

With the deprecated method (valid until May 2024).. I could run all code on backend side in order to:
1. generate jwt string
2. build sso redirect url including return_to url
3. finally redirect to Zendesk

eg. (in Python/Flask)

jwt_string = jwt.encode(payload, ZENDESK_JWT_SSO_SECRET)
sso_url = "https://SUBDOMAIN.zendesk.com/access/jwt?jwt=" + jwt_string + "&return_to=..."
return redirect(sso_url)

With the new method, all code have to be run inside the user’s browser as html/javascript code, including the Ajax call that is needed to get the jwt string from our backend (BTW: how to authenticate that ajax call?!?)

I think something is still not clear to me... where is the value added?

--- EDIT (2024 Jan 8th)

in order to avoid the ajax call from the browser.. i think all the javascript code can be dynamically generated from the back-end as follows:

jwt_string = jwt.encode(payload, ZENDESK_JWT_SSO_SECRET, algorithm="HS256", headers={"typ": "JWT"})
action_url = "https://SUBDOMAIN.zendesk.com/access/jwt?return_to=..."

sso_page = (
    '
'
    + ''
    + "
"
    + ''
)

return sso_page

 

As I stated earlier, I don't like this solution.. but it works without a great impact.  Also, I added one javascript line to automatically submit the FORM data as soon as the page is fully loaded.. Hope this helps.

 

View comment · Edited Jan 08, 2024 · Marco

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Marco commented,

CommentSingle sign-on

What??? We're not aware of any change in the SSO authentication method.. and we're NOT ready to change its implementation.

Basically, our backends redirect the user to this URL:

https://.zendesk.com/access/jwt?jwt=...&return_to=

where ... = encoded payload..

If this stops to work next year then we'll be lost!

View comment · Edited Dec 15, 2023 · Marco

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Marco commented,

CommentSingle sign-on

@ Chris

I think the answer is YES to both questions one and two. The big issue with Zendesk is that you have one single User Registry and one single Authentication status for the whole account. So, if you log into Zendesk via the Brand 2, you are automatically logged in Brand 1 as well.   It doesn't matter if you're logged in via SSO or not, you are just authenticated, stop!

The only work-around I see is to restrict access to HelpCenters based on Users/Organizations tags (Users segmentation).

Let's hope to get some better official answer from Zendesk...

View comment · Posted Nov 14, 2023 · Marco

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