Hrishikesh Kokate

Hi folks!

I'm sorry if there's already some documentation on this, but I couldn't find with some typical search keywords.

I'm trying to create tickets in the helpdesk using the Zendesk API (using `html_body`). However, since it's possible for anyone to send any kind of arbitrary text data in that, does Zendesk actually do some kind of filtering?

Please let me know if any clarifications are needed.

Hi Greg Katechis

Thank you for sharing this. You're right, I'm not using Zendesk's built-in functionality.

About the list requests method, that still doesn't seem to provide the total count, correct? I tried to read more on it, but didn't seem to find it, so wanted to confirm.

About the OAuth method, unfortunately, that doesn't seem to be possible in our current setup. We're using helpdesk only for the agent and our users do not have any passwords or logins to check the ticket status. That's totally handled via emails. So, we won't be able to leverage Zendesk OAuth there. Thanks for suggesting though, in case we change our setup, this would be helpful. In the meantime, I'd continue to rely on users/id/tickets/requested and same for organizations.

Hello,

I'm trying to create a personalized help-center for our users and I was trying to leverage Zendesk API for that.

I want to list all tickets requested by a user (our customer and not our agent). In the front-end, I was trying to create a pagination, so I'm leveraging this endpoint: https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#count-tickets. However, I'm not seeing a `tickets/requested/count` endpoint.

The end goal I'm trying to achieve is allow a deterministic pagination in the front-end. For example, if a user has requested 10 tickets, and I'm paginating 2 tickets per API call, I still wish to show the user that there would be 5 total pages. This would be preferable over showing something like "load older tickets" for an indeterminate number.

Is there some value I can access? I can use a recursive function to fetch all tickets and count them, but that's an overkill and would not want to waste a network overhead + time to response if the user would never check the 10th ticket.

I'm sorting the tickets by their ID (descending), if it makes a difference.

Could someone please point me in the right direction?

Oh yes, thanks for this! I kinda realised I double-posted this: https://support.zendesk.com/hc/en-us/articles/4408846544922/comments/4700446627226, sorry about that.

Oh, I'm so sorry. I totally missed that. html_body works great! Thank you so much!

Hey @...,

Sorry to quote you on this, but as per your comment here, API should be able to use HTML formatting. I'm trying to create tickets like:

"ticket": {
  "comment": {
    "body": "Test"
  }
  "requester": {
    "email": "user@example.com"
    "name": "Example User"
  }
}

I'm trying to use an agent's email address + API token to authenticate. Is it possible to use any kind of formatting in this setup?

Just like Kaseya Automation mentions, Markdown doesn't seem to be working either. Is there any way to pass text formatting when creating/updating tickets via API?

Is there any way to use Markdown or HTML when creating or updating tickets via API? I was looking into options for creating a custom "support centre" for our helpdesk, and would love to add some basic text formatting options. Based on this, API should be able to accept Markdown if not HTML. It's obviously not an official answer, but that made me hopeful.

I tried using HTML directly as well as Markdown as per the syntax here, but it appears to create tickets with plain text.