Nara

Hi all, appreciate the reporting here. Our team is currently working on a fix for this. I'll update the thread here when we have more news.

Hi Hannah, at this time, there is no way for a webhook to "intercept" a follow-up ticket to add the most-recent, private comment onto the follow-up. That said, while we are unable to offer official support for custom implementations, this could technically be possible for follow-ups created initially via the API. Essentially, a system could pull ticket comments from a specified ticket using the comments API, then use the tickets endpoint to add the comment as private when creating a new ticket. 

This would require the via_followup_source_id to be added as a parameter of the follow-up with the private comment, as well as a system independent from Zendesk to parse the initial data from the ticket comments API on the first ticket.

In short, it isn't quite possible to do this via a webhook, but may be feasible, though more dev-intensive, via a custom API-based workflow.

Hi Zac, if you are trying to search for tags that are not yet in the system, you will not be able to search for them as they have not been indexed yet. Once a tag is associated with a ticket, you should be able to search for it as needed.

Hi Anthony, currently the integration can only support a single connection between one Zendesk account and one SFDC account. It is not currently possible to natively connect multiple ZD accounts to a single SFDC instance.

Hi Lindanne - currently, the live dashboards do not include social channels like WhatsApp. More information on those dashboard can be found here for reference.

Hi Martin, if you would like to pass user info related to timezone, you could pass a locale value in the payload, or, if you are trying to pass a different attribute, you would need to pass it as a custom user field. In case it can help, more info on the payloads themselves can be found here.

Hi Sarah, thanks for the question. At this time, even if using a bot, chat sessions will still time out in the cases mentioned in this article between 20 seconds and 2 minutes if the user is no longer on a page in which the widget is active. At this time, there is no way to edit the session timeout value.

As all emails are sent out via Business Rules in Zendesk, if you would like to ensure that when entering a blank comment and pressing "Submit & Solve" / "Submit & Close" an email is not sent, you would need to change any related Triggers/Automations that run to not send that notification out.

In case it can help for reference, I would recommend checking out Zendesk's article on how Triggers work, to better understand how these emails are sent.

Hi Scott, thanks for the question. At this time, there is no way to integrate a Business Rule like a Trigger into a View's completion. Functionally, a View works in a similar way to a search, where it shows tickets that match a set of criteria, but it itself does not store any trackable values that can be actioned on in the same way a ticket can be. In other words, it is currently not possible via native functionality to report/indicate when a View is cleared aside from viewing it directly.

Hi there - while I can't speak to the processes external to Zendesk, if you're trying to pull data on ticket forms themselves, I would recommend using the ticket forms endpoint found here. That said, if you're trying to instead pull the actual entered data from fields after users have entered it, these parameters are instead found in the tickets endpoint as JSON parameters.
 
To your second question re. field names instead of IDs, at this time it is only possible to display a field's numeric ID when pulling via the API.