Rafael Santos

1. Community
2. Feedback - Help Center (Guide)
3. Enable custom ticket field columns to be added to the request table in Help Center my activities page

Hey Gorka Cardona-Lauridsen, would this new feature encompass the usage of Custom Ticket Status? It would be great to be able to apply a sorting filter to the custom status we want them to look at ...

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• Rafael Santos
• Created May 17, 2022 11:59
• 2 votes

1. Community
2. Feedback - Ticketing System (Support)
3. parent organizations

Hey Richard Heindl, you might be able to achieve this via the API through the usage of Relationships, establishing a Relationship between zen:organizations as source and target objects, as well as ...

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• Rafael Santos
• Created May 09, 2022 14:12
• 2 votes

1. Community
2. Zendesk APIs
3. Ticket custom fields and user fields

Just one note there.On step 2, the Request method should be PUT instead of GET. API Reference / Ticketing / Users / #Update User PUT /api/v2/users/{user_id} Also, this might fail if you have Valida...

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• Rafael Santos
• Created April 22, 2022 22:16
• 2 votes

1. Community
2. Zendesk APIs
3. How to update a ticket on behalf of the requestor

Hey Asim Chakraborty (TJ), In your shared example, you'd create a proactive ticket on behalf of the customer, sent by the authenticated user (you). To submit the ticket on behalf of the User, you c...

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• Rafael Santos
• Created September 14, 2023 12:57
• 1 vote

1. Zendesk updates
2. Announcements
3. Announcing improvements to the views experience in Support

Thanks, everyone liked this! 🙌 Luca Baldini1 - I assume so.2 - Should follow the same as it does now for the 10, having the top 30 available views showing up. Darren Bell, that's possible for Admin...

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• Rafael Santos
• Created September 12, 2023 09:52
• 1 vote

1. Zendesk updates
2. Announcements
3. Announcing Templating API v3 with improved rich text editor

David Blevins, Peter Piek, This was an update to the Guide Templating API, not the Help Center's REST API. The Templating API is what your Zendesk Guide Theme can use to retrieve and display differ...

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• Rafael Santos
• Created July 21, 2023 13:06
• 1 vote

1. Community
2. Zendesk APIs
3. Job Data Not Found

There was a Service Incident today which has since been fixed. Since approximately 01:24 UTC on July 12, 2023, bulk requests to create, update or delete many organizations have been silently faili...

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• Rafael Santos
• Created July 12, 2023 19:30
• 1 vote

1. Community
2. Zendesk APIs
3. Append values to multi-select field via Update Ticket API

Hey Stephen, you could use either the Add Tags or Update Many Tickets endpoint and pass the tags of that multi-select field in the additional tags property. Have a read on Protecting against ticket...

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• Rafael Santos
• Created July 04, 2023 15:51
• 1 vote

1. Objects and rules
2. ...
3. Triggers and automations
4. Can I configure a trigger to add a comment to a ticket?

Andy Seaman I'd like to check-in to correct on some points you've raised. It's possible to use HTML by using the html_body property instead of body. More info on comment bodies. I prefer to use Liq...

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• Rafael Santos
• Created June 28, 2023 00:19
• 1 vote

1. Community
2. Announcements & Events
3. Zendesk has acquired Tymeshift

Awesome news! Looking forward to seeing upcoming deep integrations 🙌

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• Rafael Santos
• Created June 22, 2023 13:13
• 1 vote