Neha

We are using mobile sdk for android and iOS. Some of our users, (approx 1200+), are not able to view their tickets on our application. We checked everything on our side. And would like to know what could be the root cause. 

One test account that we have in a live environment is also facing the same issue. Email ID for that account is kunal@banknovo.com

We need urgent help in this matter. Thanks

The main problem is we dont get results from the curl command. If we will get the results, we will be able to move forward.

The curl command for the search API is as bellow:

curl "https://MYDOMAIN.zendesk.com/api/v2/search.json" \
-G --data-urlencode "query=email:XXXX@MYDOMAIN.com" \
-v -u steve@MYDOMAIN.com/token:----some-----secret-token---here

This sometimes gives result for some of the emails but not for some other emails.

Example emails which exists in zendesk but does not give any result when searched using above curl command:

user+1@mydomain.com (does not work)

user+3@mydomain.com (works)

user@mydomain.com (does not work)

Can someone suggest what are we missing in the curl command ?

Hi Christopher, can we get on a call to show you what exactly is happening here. Can you provide some time slots to me?

Tipene Hughes - Can you please suggest what are the next steps here. Here is our use case:

If a user changes the email in our system, and the new email already exists in Zendesk, we would like to merge the two emails in zendesk so that users can have access to their historical chat information. 

This is to make sure both the emails are tied to the same external id. We hear a lot of complaints from the user for support tab broken on using zendesk widget. 

Please see who can help in this matter