Support Tech Notes

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134 articles in this collection
Written by Alex Potrivaev
User access and security

JWT invalid user error Follow

[Image "plan_available_rpe.png"] Issue Symptoms Users are receiving a "User is invalid: Email: has already been taken", when attempting to login via JWT. Conditions - Account is leveraging JWT for user...
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Written by Alex Potrivaev
Updated over a week ago

How can I view the SSL certificate on my site? Follow

Overview This article details how to view an SSL certificate for your Zendesk in various browsers. Conditions - SSL must be enabled for your Zendesk account. Procedure To view the...
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Written by Alex Potrivaev
Updated over a week ago

How can I prevent Bing from indexing attachment links? Follow

Question How can I prevent Bing from indexing attachment URLs? Answer This type of behaviour is expected when the option "Require authentication to download" is not enabled. To enable this...
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Written by Alex Potrivaev
Updated over a week ago

Ensure your SSL CSR contains the required information for the Certificate Authority Follow

Overview Part of setting up hosted SSL for your host-mapped Help Center is to submit a Certificate Signing Request (CSR) to a Certificate Authority (CA). CSRs need to contain the...
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Written by Alex Potrivaev
Updated over a week ago

Can I use both social media and SSO for user authentication? Follow

Question I have JWT or SAML SSO enabled for my agents and/or my end users, but also want to allow them to login with their Social (Facebook and Twitter) or...
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Written by Alex Potrivaev
Updated over a week ago

Authentication Required window popping up on tickets Follow

Question I'm already logged into Zendesk Support. Why am I still being prompted to authenticate again whenever I open a ticket? Answer This is often caused by third-party apps, such...
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Written by Alex Potrivaev
Updated over a week ago

Why do I sometimes get incorrect SSL certificate details for my subdomain? Follow

Question Why do I sometimes get incorrect SSL certificate details for my subdomain? Answer This issue is often caused by the incorrect SSL certificate being stored on your browser. To...
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Written by Alex Potrivaev
Updated over a week ago

Are there expected downtimes when switching from a third party SSL provider to a Zendesk provisioned one? Follow

Question Are there expected downtimes when switching from a third party SSL provider to a Zendesk provisioned one? Answer No, your account won't be affected by any downtimes and the...
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Written by Alex Potrivaev
Updated over a week ago

Agent group permissions and searching tickets Follow

Question Does selecting Only tickets in agent's groups prevent agents from searching other tickets? Answer Yes, when agents can only access tickets in their group(s), search only returns tickets they...
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Written by Alex Potrivaev
Updated over a week ago

"Please use one of the options below to sign in" error Follow

Issue Symptoms [Image "plan_available_all.png"] Users who attempt to log into Zendesk are presented with a "Please use one of the options below to sign in" error. Conditions - User has...
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Written by Alex Potrivaev
Updated over a week ago

"invalid_grant" error when requesting an OAuth Token Follow

[Image "plan_available_all.png"] Issue Symptoms Attempts to obtain an access token (See Using OAuth authentication with your application) result in the following error: {"error":"invalid_grant","error_description":"The provided access grant is invalid, ex
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Written by Alex Potrivaev
Updated over a week ago
Billing and Account Settings

How can I change the credit card on file for my account? Follow

Question How can agents update the credit card on file for a Support account? Answer Only the account owner may update billing information. 1. Navigate to <b>Admin > Settings >...
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Written by Alex Potrivaev
Updated over a week ago

How can I change my billing information to reflect on my invoices? Follow

Question How can I change my billing information, like company name or address, to reflect on my future invoices? Answer Moving forward all invoices will then reflect the new company...
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Written by Alex Potrivaev
Updated over a week ago

Failed to create sandbox: Name must not contain the "|" character Follow

Issue Symptoms Sandbox fails to save with the error message Name must not contain the "|" character. Conditions - Enterprise only - Must be an account administrator. Resolution Sandbox will...
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Written by Alex Potrivaev
Updated over a week ago

Downgrading from Plus to Essential Follow

Question What features are lost when downgrading from Plus to the new Essential plan? Answer When moving from a Plus to Essential Support plan, the following features will be removed:...
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Written by Alex Potrivaev
Updated over a week ago

Changing Zendesk Support account subscriptions between Monthly or Annually Follow

[Image "plan_available_all.png"] Overview It is possible to change your subscription type from monthly or Annual. This article will cover the steps required to make this adjustment. Conditions - Monthly subscription...
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Written by Alex Potrivaev
Updated over a week ago

Can I purchase different plan licenses for different agents within the same Support account? Follow

Question Is it possible to purchase varying license types for agents within the same account? For instance, can agents be split between Professional & Team level licenses? Answer No -...
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Written by Alex Potrivaev
Updated over a week ago

How can I migrate my old tickets and knowledge base to Support? Follow

Question In making the switch to Zendesk, what options are there for migrating all old tickets and documentation from a previous SAAS provider to Support? Answer While this is a...
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Written by Alex Potrivaev
Updated over a week ago

How do I find out who the Support account owner is? Follow

Question How can agents find out who the Support account owner is? Answer To find the Support account owner, go to Admin > Manage > People and select agents. The...
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Written by Alex Potrivaev
Updated over a week ago

Plus vs. Professional plan Follow

Question What's the difference between Plus and Professional plan levels? Answer If you were to change from Plus to Professional, you would lose features, including the following: - Customer lists...
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Written by Alex Potrivaev
Updated over a week ago

Are self-signed SSL certificates permitted? Follow

[Image "plan_available_rpe.png"] Question Does Zendesk permit self-signed SSL certificates? Answer No. For security reasons Zendesk does not permit self-signed certificates. More details on provisioning and uploading SSL certificates can be...
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Written by Alex Potrivaev
Updated over a week ago

Can I get a refund for my cancelled subscription? Follow

Question Can I get a refund for my cancelled subscription? Answer No, Zendesk does not offer refunds or credits for subscription changes. This policy is outlined in our in Section...
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Written by Alex Potrivaev
Updated over a week ago

Are CAA records required for Zendesk-Provisioned SSL? Follow

[Image "plan_available_guide_lp.png"] Question [Image "plan_available_rpe.png"] Does Zendesk-provisioned SSL require a CAA record? Answer No, CAA (Certification Authority Authorization) records are optional. However, if CAA records already exist for the D
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Written by Alex Potrivaev
Updated over a week ago

Can I change the currency of my Chat account from USD? Follow

Question Is it possible to pay for a Chat account with a currency other than US dollars? For example, could I pay for Chat in Pounds or Euros? Answer At...
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Written by Alex Potrivaev
Updated over a week ago

Are agent and admin roles priced differently? Follow

Question Are agent and admin roles priced differently? Answer No, there is no difference in cost between agents and admins in Zendesk. Under Admin ( [Image "manage_icon.png"] ) > Settings...
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Written by Alex Potrivaev
Updated over a week ago
Users, groups, and organizations

How is the user name set when an end user is created? Follow

Question How is the user name set when an end user profile is created from their initial email? Answer When a user sends their first email to your Zendesk, a...
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Written by Alex Potrivaev
Updated over a week ago

Can I be notified when a new user is created? Follow

Question Can I be notified when a new user is created? Answer At this time it is not possible to send email notifications to your agents when a new user...
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Written by Alex Potrivaev
Updated over a week ago

Can end-users share an email address? Follow

Question Can multiple end-users use the same email address in my Zendesk account? Answer No, each user in the account must have a unique email address. Attempting to create a...
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Written by Alex Potrivaev
Updated over a week ago

Bulk updating users Follow

Question How can I bulk update my users? Answer There are two ways to bulk update users within Zendesk. The first option is to Import Users through a CSV and...
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Written by Alex Potrivaev
Updated over a week ago

"User is requester on tickets that are not closed error" Follow

Question I'm trying to delete an user but I am getting the error message "User is requester on <#> tickets that are not closed." How can I resolve this error...
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Written by Alex Potrivaev
Updated over a week ago

How can I get a list of users who aren’t associated with any organization? Follow

Question How can I get a list of users who aren’t associated with any organization? Answer There are three different methods to generate a list of users who don't belong...
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Written by Alex Potrivaev
Updated over a week ago
Tickets

Can I bulk create tickets to email my users? Follow

Question Is it possible to create bulk tickets to send out to my customers? Answer Although there is no native way to do this with the Support default functionality, it...
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Written by Alex Potrivaev
Updated over a week ago

Can I edit the suspended tickets view? Follow

Question Is it possible to edit the suspended tickets view and to create business rules that take action on tickets in a suspended state? Answer As suspended tickets are not...
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Written by Alex Potrivaev
Updated over a week ago

Missing Ticket IDs - where did they go? Follow

Question In looking through my tickets, I noticed that the ticket IDs aren't perfectly sequential, some of them are missing. How might this happen? Answer There are a number of...
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Written by Alex Potrivaev
Updated over a week ago

Where can I use Markdown and HTML in Zendesk Support? Follow

Question Where can I use Markdown and HTML in the Zendesk Support? Answer To use Markdown, an administrator needs to enable it for your account. For details, see Enabling formatting...
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Written by Alex Potrivaev
Updated over a week ago

A trigger notification should have gone out, but did not – additional considerations Follow

Issue Symptoms A ticket was updated and a trigger didn't send a notification even though the ticket seemingly met the criteria of the trigger. Conditions The user who would normally...
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Written by Alex Potrivaev
Updated over a week ago

Can a ticket have multiple assignees at one time? Follow

Question Can a ticket have more than one assignee at one time? Answer Technically, a ticket can only have one assignee at a time. However, if you need multiple agents...
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Written by Alex Potrivaev
Updated over a week ago

Adding the SLA breach countdown to your views Follow

Question I want to add the badge which countdowns the time until the next SLA breach onto my views. How can I include this badge? Answer This badge can be...
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Written by Alex Potrivaev
Updated over a week ago

Are tickets and ticket data kept permanently on my Zendesk? Follow

Question Are tickets and ticket data kept permanently on my Zendesk? Answer Tickets are permanently stored in Zendesk, but archived after 120 days. However if a user deletes a ticket,...
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Written by Alex Potrivaev
Updated over a week ago

Can a custom field calculate an equation? Follow

Question Is there a custom field that can calculate an equation? Answer At the moment, custom fields do not have the ability to perform math or equations.
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Written by Alex Potrivaev
Updated over a week ago

"Recently viewed tickets..." preview is blank Follow

Issue Symptoms I do not see tickets being populated in the recently viewed tickets preview (see Working with tickets for more information). I currently have recently viewed tickets, so I...
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Written by Alex Potrivaev
Updated over a week ago
Email

Secondary email notification in Support Follow

Question How can I send email notifications to secondary emails in Support? Answer Support only sends emails to the primary email address. The secondary email addresses are used to identify...
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Written by Alex Potrivaev
Updated over a week ago

Can I add custom ticket field values to email notifications? Follow

Question Can I add custom ticket field values to email notifications? Answer Yes, you will need to add placeholders referencing the custom ticket field to the subject or body of...
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Written by Alex Potrivaev
Updated over a week ago

Are there any space or sending limitations on email notifications imposed by Zendesk? Follow

Question Are there any space or sending limitations imposed by Zendesk? Answer No, there are no space or sending limitations for email notifications sent from tickets. The exception to this...
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Written by Alex Potrivaev
Updated over a week ago

Are SMIME Emails supported? Follow

Question Does Zendesk Support allow SMIME Emails? Answer No, SMIME emails are not currently supported. The content of a SMIME email will appear as an attachment to the ticket rather...
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Written by Alex Potrivaev
Updated over a week ago

Answer Bot Notifications are not compatible with the deprecated {{Header}} placeholder Follow

Issue Symptoms When using Answer Bot, the notifications sent to end-users are not rendering correctly and the HTML is being displayed instead of the desired formatting. [Image "malformed.jpg"] Conditions -...
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Written by Alex Potrivaev
Updated over a week ago

Are outgoing emails in Zendesk encrypted to end-users?  Follow

Question Are outgoing emails in Zendesk encrypted to end-users? Answer No, by default there is no encryption for email enabled. However, Zendesk Support has opportunistic support for Transport Layer Security...
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Written by Alex Potrivaev
Updated over a week ago

Agent name in personalized email replies and comments Follow

Question What name appears on my replies when I have personalized email replies enabled? What about as the author of a comment on a ticket? Answer If there is a...
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Written by Alex Potrivaev
Updated over a week ago
Zendesk Guide

How do I add labels to my articles? Follow

[Image "plan_available_pe.png"] [Image "plan_available_guide_p.png"] Question What are labels? How do I add them? Answer Labels can be one word or a multiple word phrase. Labels are indexed for search with...
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Written by Alex Potrivaev
Updated over a week ago

Instant Search, Article Suggestion, and Help Center search comparison Follow

Question In Help Center there are 3 types of search: - Native Help Center search - Help Center instant search - Article suggestion search What are the differences between each...
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Written by Alex Potrivaev
Updated over a week ago

Can I change the text of the Submit a Request the Help Center? Follow

Question I want to change the words "Submit a request" that links to the new request page in my Help Center. How can I edit this? Answer If you are...
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Written by Alex Potrivaev
Updated over a week ago

Can I add additional search terms on my Help Center articles? Follow

Question Can I add additional terms to my articles to increase search hits? For example, I want to add synonyms for terms in the article to search for, but don't...
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Written by Alex Potrivaev
Updated over a week ago

Accessing SVG asset in Help Center template not working Follow

Issue Symptoms Cannot access SVGs added as assets to Help Center theme. If working in Chrome (ver 64), "Unsafe attempt to load URL ... Domains, protocols and ports must match"...
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Written by Alex Potrivaev
Updated over a week ago

Can agents submit requests from the Help Center? Follow

Question Can agents submit requests from the Help Center using the Submit a Request button? Answer No, this is not natively possible at this time. Help Center only sees four...
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Written by Alex Potrivaev
Updated over a week ago

Why am I seeing differences in Google Analytics versus Help Center reporting overview? Follow

Question Why am I seeing differences in Google Analytics versus Help Center reporting overview? Answer The views reported on the dashboard could more accurately be described as raw hits. Our...
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Written by Alex Potrivaev
Updated over a week ago

How can I copy my content from one Help Center to another? Follow

Question How can I copy my content from one Help Center to another? Answer Unfortunately there is no native way to copy articles from Help Center to another Help Center,...
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Written by Alex Potrivaev
Updated over a week ago
Zendesk Talk

What are the regulatory requirements if I want an Italian phone number?   Follow

If I want an Italian phone number on my Zendesk Talk instance what are the regulatory requirements? Here at Zendesk, if you would like to purchase a local Italian phone...
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Written by Alex Potrivaev
Updated over a week ago

Can a Zendesk Talk IVR menu be used to route calls after hours? Follow

Question Is it possible to automate the routing of calls to a particular phone number depending on the time of day? For example would it be possible to have calls...
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Written by Alex Potrivaev
Updated over a week ago

Call not coming through with the 'Record using a phone' option Follow

Issue Symptoms I am attempting to record a new greeting using the 'Record using a phone' option, but the call is not coming through. Conditions - Paid Zendesk Talk account...
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Written by Alex Potrivaev
Updated over a week ago

Are end-users notified when a call is recorded in Zendesk Talk? Follow

Question Are end-users notified when a call is recorded in Zendesk Talk? Answer For inbound calls, callers are automatically notified the call is recorded. At this time, outbound calls do...
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Written by Alex Potrivaev
Updated over a week ago

Are callbacks included in wait time metrics? Follow

Question [Image "plan_available_talk_a.png"] Are calls in the callback queue included in wait time metrics? Answer If you use Talk Professional or Enterprise, your Talk dashboard does include calls in the...
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Written by Alex Potrivaev
Updated over a week ago

Alert customers of your Text only support line Follow

Overview How to setup a voicemail notification for customers, if they call your Text only number. Conditions - Customers will need to be on Talk Team, Professional, or Enterprise for...
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Written by Alex Potrivaev
Updated over a week ago

About opt-out keywords for Zendesk Text Follow

Question My customer sent the word "STOP", "STOPALL", "UNSUBSCRIBE", "CANCEL", "END", or "QUIT" in response to one of my Text notifications. Now I can't send them any messages. How do...
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Written by Alex Potrivaev
Updated over a week ago
Zendesk Chat

How do I cancel my Zendesk Chat subscription? Follow

Question How do I cancel my Zendesk Chat (formerly known as Zopim) subscription? Answer There are two types of subscriptions for Chat: accounts that were created directly from https://dashboard.zopim.com, and...
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Written by Alex Potrivaev
Updated over a week ago

Can I have multiple Zendesk Chat accounts integrated with one Zendesk Support account? Follow

Question Can I have multiple Zendesk Chat accounts integrated with one Zendesk Support account? Answer No, but you can configure Zendesk Chat for multiple brands.
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Written by Alex Potrivaev
Updated over a week ago

Chat Desktop Notifications Follow

Question Can I get desktop notifications for Chat? Answer Yes! Every agent has the option to enable Desktop Notifications (a Labs feature) for themselves, if they wish. You can find...
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Written by Alex Potrivaev
Updated over a week ago

Can I change the timing of my email reports from Zendesk Chat? Follow

Question Is it possible to adjust what time the Weekly Analytics Report for Advanced and Premium Chat plans is emailed out? Answer No, it is not yet possible to set...
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Written by Alex Potrivaev
Updated over a week ago

Can I cancel my Zendesk Support account and maintain my associated Zendesk Chat account? Follow

Question Can I cancel my Zendesk Support account while also maintaining my associated Zendesk Chat account? Answer No, if you cancel your Support account there is no way to separate...
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Written by Alex Potrivaev
Updated over a week ago

Can Chat widget customizations carry over to Web Widget after Chat is enabled? Follow

Question The standalone Chat widget has a number of customizable features. When the setting for Chat is enabled on the Web Widget, many of these customization options disappear (see, Missing...
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Written by Alex Potrivaev
Updated over a week ago
Web Widget

Changing the color of the Web Widget/ Chat Widget Follow

Question How do I change the color of the Chat/Web Widgets? Answer When Chat is enabled in the Web Widget, all customization settings are set in the Web Widget menu:...
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Written by Alex Potrivaev
Updated over a week ago

Can I remove the error about open source software from the console? Follow

Question Can I remove the message "Our embeddable contains third-party, open source software and/or libraries" from the console? Answer No, it's not possible not possible to exclude this message from...
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Written by Alex Potrivaev
Updated over a week ago

Can I have more than one Web Widget? Follow

Question Can I have more than one Web Widget? Answer An account can only have one Web Widget. Only with Multibrand (Professional Add-on and Enterprise) is it possible to create...
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Written by Alex Potrivaev
Updated over a week ago

Can I have different versions of the Web Widget on different websites? Follow

Question Can I have different versions of the Web Widget on different websites? Answer No, it is not possible to have multiple versions of the same Web Widget embedded on...
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Written by Alex Potrivaev
Updated over a week ago

Can I change the text in the Web Widget? Follow

Question How can I change the text that is displayed in the Web Widget? Answer While this is not currently possible with default functionality, it is possible to update using...
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Written by Alex Potrivaev
Updated over a week ago

Can I exclude articles or sections for the Web Widget Help Center search? Follow

Question Can I exclude articles or sections for the Web Widget Help Center search? Answer Customizing the Web Widget to exclude certain articles or sections is not possible at this...
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Written by Alex Potrivaev
Updated over a week ago
Business Rules

My customers are receiving email responses even when I don’t add a public comment Follow

Question My agents are making updates to tickets that do not include a public comment. However, end-users are still receiving an email notification informing them the ticket has been updated....
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Written by Alex Potrivaev
Updated over a week ago

Why can’t I update the group or assignee on a ticket? Follow

Question Why can’t I update the group or assignee on a ticket? Answer This issue is often times due to a trigger that is setup to auto-assign a ticket to...
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Written by Alex Potrivaev
Updated over a week ago

How do I add a hyperlink to a trigger? Follow

Disclaimer: This article is provided for instructional purposes only. Zendesk does not support or guarantee the code. Please post any issues you have in the comments section or try searching...
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Written by Alex Potrivaev
Updated over a week ago

Can I be notified of an SLA breach? Follow

Question Can I be notified of an SLA breach? Answer Yes, it is possible to build automations that send notifications of upcoming SLA breaches by using the condition Ticket: Hours...
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Written by Alex Potrivaev
Updated over a week ago

Why do my automations not run at the top of the hour? Follow

Question Why do my automations not run at the top of the hour? Answer Automations run once every hour to see if conditions are met, but not at top of...
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Written by Alex Potrivaev
Updated over a week ago

What does "Automation could not be updated as" error message mean? Follow

[Image "plan_available_rpe.png"] Question I am trying to edit an automation but Support is not letting me save the changes and I receive the following error: [Image "Screen_Shot_2017-04-26_at_3.35.44_PM.png"] Answer You are...
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Written by Alex Potrivaev
Updated over a week ago

How are Zendesk Support email notifications sent out? Follow

Question How do email notifications get sent out within my Zendesk Support account? Are emails sent as soon as I submit a ticket? Answer All email notifications are generated by...
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Written by Alex Potrivaev
Updated over a week ago

Automations based on ticket subjects Follow

[Image "plan_available_rpe.png"] Question Will using the condition ticket description > contains the following string/word in an automation pull ticket subject text? Answer No, while triggers can fired based on subject...
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Written by Alex Potrivaev
Updated over a week ago

Can a trigger run retroactively on tickets? Follow

Question Can a trigger run retroactively on tickets? Answer No, triggers cannot run retroactively on tickets. However a workaround to this would be to manually update these tickets restating the...
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Written by Alex Potrivaev
Updated over a week ago

Automation with "Hours since assignee update" is not firing Follow

Issue symptoms You have set up an automation with the condition Ticket: Hours since assignee update. It would seem that the condition has been met since the last agent update...
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Written by Alex Potrivaev
Updated over a week ago

A customer set a ticket to solved in the Help Center support requests, how do I create a trigger to know when this happens? Follow

Question A customer set a ticket to solved in the Help Center support requests, how do I create a trigger to know when this happens? Answer A trigger with the...
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Written by Alex Potrivaev
Updated over a week ago

"Ticket is Created" vs. "Ticket is Updated" Follow

Question What is the difference between the conditions Ticket > is > Created and Ticket > is > Updated in triggers? Answer Ticket > is > Created and Ticket >...
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Written by Alex Potrivaev
Updated over a week ago
Apps and Integrations

Time Tracking app error message Follow

[Image "plan_available_add_p_e.png"] Question The Time Tracking app stopped working suddenly. Why am I getting this error message and how can I resolve this? [Image "time_tracking_error.png"] Answer Upon app installation, two...
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Written by Alex Potrivaev
Updated over a week ago

Can Time Tracking data be synced to Salesforce? Follow

Question Can Time Tracking data be synced to Salesforce? Answer Yes, the Time Tracking app uses hidden custom ticket fields that store time data for tickets. This means you can...
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Written by Alex Potrivaev
Updated over a week ago

Salesforce test classes failing due to Zendesk package Follow

Issue Symptoms Test classes that have been written in Salesforce fail due to components of the Salesforce for Zendesk package. Example error message: System.QueryException: No such column 'OtherAddress' on entity...
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Written by Alex Potrivaev
Updated over a week ago

Some tickets not displaying in Salesforce Follow

Question I configured my Salesforce integration using the instruction outlined in Salesforce: Setting up and sending Zendesk tickets into Salesforce, to display Support tickets in my Salesforce account, but some...
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Written by Alex Potrivaev
Updated over a week ago

Salesforce: How do I import closed ticket data? Follow

Question After setting up the Zendesk for Salesforce integration, is there a way to bring all old (closed) Zendesk ticket data into Salesforce. Answer There are many variables at play...
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Written by Alex Potrivaev
Updated over a week ago

Salesforce: Apex jobs from Zendesk Follow

Question What are the entries in SFDC > Setup > Monitor > Jobs > Apex jobs which reference Zendesk? Answer The Zendesk for Salesforce package uses Apex triggers for its...
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Written by Alex Potrivaev
Updated over a week ago

Zendesk ticket to Salesforce case Follow

Question Can I send ticket information from Zendesk to Salesforce as a Case by choosing the drop down option in the Salesforce target (shown below)? [Image "Screen_Shot_2017-04-26_at_10.45.40.png"] Answer Updated on...
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Written by Alex Potrivaev
Updated over a week ago

Hubspot form submissions are becoming suspended tickets. Follow

Issue Symptoms Hubspot form submissions are becoming suspended tickets. The sender of the mail is noreply@hubspot.com. Conditions - You must be an account administrator. - You must be on the...
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Written by Alex Potrivaev
Updated over a week ago

Required ticket fields and conditional fields Follow

Question I am using the Conditional Fields app and noticed I can mark fields as required when building out my conditions. What is the difference between marking a ticket field...
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Written by Alex Potrivaev
Updated over a week ago

Authentication for Zendesk Support into Salesforce not working Follow

Issue symptoms When attempting to authenticate Zendesk Support inside Salesforce, you get a null error after entering Zendesk Support subdomain, agent email, and Zendesk API token for password. Conditions -...
Alex Potrivaev avatar
Written by Alex Potrivaev
Updated over a week ago

Avoid conflicts between applications Follow

Issue Symptoms After installing an app in the account, performance issues might be experienced and they may prevent or limit agents from handling tickets, users and/or organizations It's hard to...
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Written by Alex Potrivaev
Updated over a week ago

Attaching Box app files to tickets Follow

Question How do I attach a file from my Box app to a ticket? Answer 1. Open the Box app. 2. Navigate to the file and select <b>Download.</b> 3. Open...
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Written by Alex Potrivaev
Updated over a week ago

401 Console Errors on JIRA Follow

Issue Symptoms - Agent receives "did you follow the installation instructions for this app and install the JIRA add-on to complete the set-up? If not, please see these instructions and...
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Written by Alex Potrivaev
Updated over a week ago

Does Zendesk offer an embeddable contact form? Follow

Question Does Zendesk offer an embeddable contact form? Answer Our Web Widget allows you to embed a simple contact form on your website, where users can search for knowledge base...
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Written by Alex Potrivaev
Updated over a week ago
API

Are API tokens user specific or account wide? Follow

Question Are API tokens user specific or account wide? Answer API tokens are account wide. Any administrator can generate a token and any administrator can revoke a token under Channels...
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Written by Alex Potrivaev
Updated over a week ago

Are ID values in Zendesk capped at a certain length? Follow

Question If you are exporting Zendesk data into another system (such as for an ETL application), you will be working with the various IDs that Zendesk uses to identify users,...
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Written by Alex Potrivaev
Updated over a week ago

API input/import tool Follow

Question Does Zendesk Support have an API input/import tool to import data from another program or format such as CSV or Excel? Answer No, Zendesk does not have prebuilt input...
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Written by Alex Potrivaev
Updated over a week ago

API Client Support For Methods and Endpoints Follow

Question Which APIs do our API Clients support? Answer Different clients support different APIs. Whatever a client supports is listed in its read.me. For example, node-zendesk currently supports the Help...
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Written by Alex Potrivaev
Updated over a week ago

Adding a comment to a ticket via the API Follow

Question Can I add a comment to a ticket via API? Answer Yes, but instead of using the ticket comments endpoints, you'll want to use the ticket updates endpoints.
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Written by Alex Potrivaev
Updated over a week ago

API documentation Follow

Question Where can I find API documentation? Answer Documentation on all of our APIs is available here.
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Written by Alex Potrivaev
Updated over a week ago
Mobile SDK

Why is the order of Help Center articles different in the mobile SDK compared to a web browser ? Follow

Question Why is the order of Help Center articles different in the mobile SDK compared to a web browser? Answer This is a known issue and limitation we plan to...
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Written by Alex Potrivaev
Updated over a week ago

Why do all requests from the Mobile Support SDK suddenly fail with a 403 Forbidden error code? Follow

Question Why all of a sudden all requests fail with a 403 Forbidden code in the Mobile Support SDK? Answer If you are seeing multiple requests failing with a 403...
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Written by Alex Potrivaev
Updated over a week ago

Why do the links in my articles not open in-app in the Support Mobile SDK? Follow

Question Why do the links in my articles not open in-app in the Support Mobile SDK? Answer If your Help Center has a host mapped domain, you will need to...
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Written by Alex Potrivaev
Updated over a week ago

Mobile Support SDK: Why are all of my end-users called Mobile App User? Follow

Question Why are all of my end-users called Mobile App User? Answer If you see in your instance a lot of end-users called Mobile App User they all come from...
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Written by Alex Potrivaev
Updated over a week ago

Is it possible to embed the Help Center using Android WebView? Follow

Question Is it possible to embed content from the Help Center using Android WebView? Answer No. The Support SDK is the only supported way to embed Help Center content in...
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Written by Alex Potrivaev
Updated over a week ago