Jorn

Like everybody else, I'm quite shocked that something as simple as BCC is not available.

Hi,

I've built a custom app that makes simple calls to the Zendesk API. I'm using the Zendesk API with a token instead of directly on my Zendesk instance, as when doing it directly it follows the user restrictions.

The problem we're having is that agents without access rights to all tickets (only to their own groups), can't change customer data, such as language, resulting in our dynamic content not properly working.

Therefore I created a custom app which makes it able to change the language of a customer through the Zendesk API.

In the custom app I've added a configuration field, called API token.

  "parameters": [
    {
      "name": "admin_email",
      "type": "text",
      "required": true,
      "secure": false,
      "default": "admin_email@example.com"
    },
    {
      "name": "api_token",
      "type": "text",
      "required": true,
      "secure": true
    }
  ]

When installing this app through zcli, I'm asked to input the value for api_token, which I do.

And also in the app configuration, I'm able to input the token. In both cases, the field shows empty in the app config, but maybe that's just how it works for secure fields?

But here it is: when doing API call with that token, I get an error stating that the token is not present. So the parameter is not filled at all.

Some additional logging:

// Fetch the API token and admin email from the app parameters
client.metadata().then(function (metadata) {
const apiToken = metadata.settings.api_token;
const adminEmail = metadata.settings.admin_email;

// Log to check if the API token is present
if (apiToken) {
console.log("API Token is present:", apiToken);
} else {
console.error("API Token is missing or not saved correctly.");
}

And this logging also tells me that the API token is not present.

When I save my token as not secure (secure = false), the token does get saved and the app works. But of course it's saved as plain text, which is not what I want.

Rolf Hayes I don't think it removes the followers as well, but I haven't tested it with agents (so only tickets without followers).

You can also delete (or add) specific followers, see this documentation: https://developer.zendesk.com/documentation/ticketing/managing-tickets/creating-and-updating-tickets/#setting-followers

In case the link goes dead:

{
  "ticket": {
    "followers": [
      { "user_id": "562624", "action": "put" },
      { "user_id": "624562" },
      { "user_id": "243642", "action": "delete" },
      { "user_id": "562", "user_email": "existing-user1@example.com", "action": "delete" },
      { "user_email": "existing-user2@example.com", "action": "put" },
    ]
  }
}

We've got several departments and these departments can't have access to each other tickets, because of privacy / AVG reasons.

Because of this, we've set the access settings for our agents on ‘Tickets in agent’s groups'.

This setting has several unexpected consequences:

• Agent can't create an enduser
• Agent can't change an enduser
  • Can't change it's name
  • Can't add a phone number
  • Can't change the language
  • Can't add a company
  • Can't add tags/details/notes

This is a problem in several cases.

• Not changing a endusers name results in every macro with requester.name will give the wrong name.
• When using dynamic content, it uses the incorrect language, since the agent is unable to change it. So the customer receives a message in the wrong language

Why is an agent unable to change any user field when using this setting? Even if the enduser has tickets only in groups of the said agent.

Seems like something simple to integrate, shame it's not available.

+1

Don't know if it was possible before, but I didn't got it to work before.

It's possible to delete specific email addresses (based on their user ID in Zendesk) from a ticket, with this API call (so not native in a trigger)

{
  "ticket": {
    "email_ccs": [
		{ "user_id": "21158606842258", "action": "delete" }
    ]
  }
}

This way you don't have to delete all CCs. This works in my situation.

We add our product SKUs as content tags, so we can use the Zendesk API to search in the content tags with our SKUs and get a list of KB articles with that content tag.
This way we have an exact match of all KB articles related to that SKU. This works better than the default search, since it has some kind of algorithm.

Searching with labels is not possible unfortunately (only see the labels attached to an article, not the other way around).

Therefore I would like to have the content tag limit of 200 removed, as we have way more than 200 SKUs.

On the support article about content tags there are multiple people requesting the same in the comments, for various reasons.

Hi @.... It was ticket number 11150901, but it got solved eventually.

Looking forward to your update!

Markus Schulz Were you able to disable the auto created 'signatures'?

I'm in contact with a Zendesk agent, which repeatedly is telling me they can't remove it (despite @... 's message).

@... Any news about this matter? We're not able to use the side conversations for any outbound messages.