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Help with apps and integrations

Articles that help answer questions and solve issues about apps like the Select an Address app, Time Tracking app, and others, and integrations like Salesforce, Jira, Shopify, and others. Content that provides resolution tips of apps customization and troubleshooting steps for common problems.


Why is offset-based pagination returning a 400 error?

Question Why am I encountering error 400 with offset-based pagination (OBP)? Answer OBP retrieves a maximum of 10,000...

Edited Nov 18, 2024

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Can I sync images between Jira and Zendesk?

Question Using the Jira app, can I sync images from Jira comments to Zendesk? When I open a Jira task from the side p...

Edited Oct 31, 2024

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How can I receive support for custom scripts that use Zendesk APIs?

Question I am using the Zendesk API, or a webhook, or a help center theme, with a custom script. I am seeing unexpect...

Edited Nov 13, 2024

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Zendesk Salesforce Integration error: STRING_TOO_LONG :: Description: data value too large

Question Why is ticket sync failing with an error in the Zendesk Salesforce integration? Ticket ID 123456 failed to s...

Edited Sep 16, 2024

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What happens to tickets when an agent is out of office?

Question With the Out of Office app, tickets remain assigned to my agents. What happens to Zendesk tickets when an ag...

Edited Sep 10, 2024

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How can the Ticket handling time be higher than the Full Resolution time?

Question Why is my Ticket handling time value higher than the Full resolution time of a ticket? Answer With the Time ...

Edited Aug 14, 2024

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Is there a way to handle attachments with the client.request ZAF method?

Question Can I upload files within an app using the client.request method? Answer No, the client.request method do...

Edited Jul 26, 2024

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Why does the Zendesk Support User Data app show different numbers of solved and closed tickets?

Question I use the Zendesk Support User Data app to track the ticket information and statuses of requesters, such as ...

Edited Jul 15, 2024

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Power BI error message: The downloaded data is HTML, which isn't the expected type

Issue symptoms After connecting Zendesk to Microsoft Power BI, this error message appears: The downloaded data is H...

Edited Jun 12, 2024

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How can I get around size limitations when uploading a private app to Zendesk?

Question How can I get around the 2MB size limitation when uploading a private app to Zendesk? Answer This limit appl...

Edited May 24, 2024

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How can I change the manifest_url in the requirements.json file of my channel integration?

Question I created a Channel Framework integration for the Marketplace and I want to change the manifest_url in requi...

Edited May 14, 2024

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Zendesk App shows as Unsupported in Shopify

Issue symptoms The Zendesk app shows as Unsupported or it displays the message This app may not work as expected in S...

Edited Apr 22, 2024

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Error: Invalid Status ticket field ID occurs when using the Proactive Tickets app

Issue symptoms When using the Proactive Tickets app, the following error occurs: Invalid Status ticket field ID. Ensu...

Edited Apr 15, 2024

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Why does Zendesk require so many permissions for Google Apps?

Question Why does Zendesk require the below permissions to authenticate with Google Apps? Answer Each permission pro...

Edited Mar 29, 2024

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Aircall for Sell error: Account blocked. Your voice and text account has been blocked

Issue symptoms I have integrated the third-party Aircall for Sell app and can't make calls from Zendesk Sell. I see t...

Edited Apr 03, 2024

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Where can I receive help with third-party apps on the Marketplace?

Question I have a question regarding a third-party app. What can I do to find support? Answer Third-party apps are ne...

Edited Dec 10, 2024

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I cannot save changes for my Salesforce sync settings

Issue When I try to make changes to my Salesforce sync settings for account, contact or ticket syncs, the Save button...

Edited Mar 05, 2024

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The Zendesk for Salesforce integration didn't add my users to organizations

Problem I'm using the data sync feature to sync contacts or leads from Salesforce to users in Zendesk, but when those...

Edited Feb 12, 2024

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Shopify for Zendesk error: Failed to validate for sufficient access token scopes. Try again later

Issue symptoms When I use the Shopify for Zendesk integration, I see the error Failed to validate for sufficient acce...

Edited Jan 17, 2025

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Salesforce errors: Unable to update PushTopic and Unable to read PushTopic

Issue symptoms While attempting to sync data with the Zendesk for Salesforce integration, I’m seeing one of these err...

Edited Dec 08, 2023

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How can I send more than 20 tickets at a time through the Proactive Tickets app?

Question I'm using the Proactive Tickets app to create proactive tickets on behalf of my customers. However, when sel...

Edited Dec 07, 2023

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Troubleshooting Jira integration issues

The Jira integration connects Jira issues with Support tickets to make collaboration easier between your product and ...

Edited Jan 23, 2025

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Why aren’t my Zendesk contacts or accounts linking to Salesforce cases?

Question When a case is created in Salesforce through the integration, why is the Account Name blank if the ticket re...

Edited May 16, 2024

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Why are Salesforce account names changing to numbers?

Question After setting up the data sync from Salesforce to Zendesk, the names of our accounts in Salesforce are chang...

Edited Apr 28, 2023

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How do I create a service user to authenticate API requests?

Question I need to create a Zendesk user without a human counterpart to authenticate API requests for my app or integ...

Edited May 15, 2024

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Salesforce data sync error: Name or Email has already been taken

Question When attempting to sync records from Salesforce to Zendesk, I'm getting one of these error messages: Name ha...

Edited Feb 11, 2025

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Workflow: How to receive notifications in Slack when a ticket is rated negatively

Setting up a workflow that sends notifications in Slack when a ticket is rated negatively allows proactive handling o...

Edited Jan 28, 2025

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How do I assess my apps for migration to the Zendesk Agent Workspace?

Question I'm a Zendesk customer and would like to migrate to the Zendesk Agent Workspace. Will my apps still work? An...

Edited Jan 18, 2024

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How can I debug the Zendesk Apps framework (ZAF)?

Question How can I debug the Zendesk Apps framework (ZAF)? Answer The Zendesk Apps framework allows you to build apps...

Edited Jan 31, 2024

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Why do phone numbers synced from Salesforce lose their country code?

Question I tried to sync my phone number from Salesforce but I keep losing the country code. How do I validate a Sale...

Edited Aug 03, 2023

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