# Sendbird Desk **URL:** https://community.sendbird.com/c/sendbird-desk/14.md [Latest](https://community.sendbird.com/latest.md) · [Categories](https://community.sendbird.com/categories.md) · [Tags](https://community.sendbird.com/tags.md) --- ## [About the Sendbird Desk category](https://community.sendbird.com/t/about-the-sendbird-desk-category/179)
**Author:** [@Sendbird](https://community.sendbird.com/u/Sendbird)\ **Replies:** 1\ **Last updated:** [June 12, 2020, 6:04am UTC](https://community.sendbird.com/t/about-the-sendbird-desk-category/179 "2020-06-12T06:04:35Z")
Questions and answers about the Sendbird Desk SDKs! --- ## [Don't require Desk Bot reply](https://community.sendbird.com/t/dont-require-desk-bot-reply/9772)
**Author:** [@Guy\_Guy](https://community.sendbird.com/u/Guy_Guy)\ **Replies:** 2\ **Last updated:** [August 14, 2026, 11:20am UTC](https://community.sendbird.com/t/dont-require-desk-bot-reply/9772 "2026-08-14T11:20:59Z")
\[Question\] Is there a way to make the feature of Fallback Message / Handover for Desk Bot optional? If our desk bot didn’t answer (for any reason), we don’t want to show any fallback/handover, we don’t want the bot to … --- ## [Post messages in ticket's conversations with Sendbird Desk API](https://community.sendbird.com/t/post-messages-in-tickets-conversations-with-sendbird-desk-api/7779)
**Author:** [@Diogo\_Goncalves](https://community.sendbird.com/u/Diogo_Goncalves)\ **Replies:** 3\ **Last updated:** [September 15, 2025, 8:47pm UTC](https://community.sendbird.com/t/post-messages-in-tickets-conversations-with-sendbird-desk-api/7779 "2025-09-15T20:47:24Z")
Hi! I would like to know if is there any Sendbird Desk API endpoint to post messages in conversations between agents and customers in Desk tickets. I know that I can list all messages using GET https://desk-api {applica… --- ## [Delay when fetching ticket messages using the API](https://community.sendbird.com/t/delay-when-fetching-ticket-messages-using-the-api/11099)
**Author:** [@bruno.sh](https://community.sendbird.com/u/bruno.sh)\ **Replies:** 0\ **Last updated:** [July 11, 2025, 3:19pm UTC](https://community.sendbird.com/t/delay-when-fetching-ticket-messages-using-the-api/11099 "2025-07-11T15:19:48Z")
\[Problem/Question\] Hello. I am doing an integration with Sendbird desk, where I need to retrieve the ticket messages and allow posting new messages. The entire flow is working but I am noticed some delays when new mes… --- ## [Unassigned ticket can not be closed](https://community.sendbird.com/t/unassigned-ticket-can-not-be-closed/9859)
**Author:** [@Guy\_Guy](https://community.sendbird.com/u/Guy_Guy)\ **Replies:** 4\ **Last updated:** [October 29, 2024, 8:03am UTC](https://community.sendbird.com/t/unassigned-ticket-can-not-be-closed/9859 "2024-10-29T08:03:32Z")
\[Problem\] It appears we can’t close an unassigned ticket via API. However, there is a flow in Desk that auto closes a ticket after some time (even if it is not assigned?) \[SDK Version\] REST API \[Reproduction Steps\] … --- ## [SYSTEM\_MESSAGE\_TICKET\_GROUP\_TRANSFERRED\_BY\_AGENT leaks too much internal info on its payload](https://community.sendbird.com/t/system-message-ticket-group-transferred-by-agent-leaks-too-much-internal-info-on-its-payload/9993)
**Author:** [@Guy\_Guy](https://community.sendbird.com/u/Guy_Guy)\ **Replies:** 0\ **Last updated:** [August 27, 2024, 8:54am UTC](https://community.sendbird.com/t/system-message-ticket-group-transferred-by-agent-leaks-too-much-internal-info-on-its-payload/9993 "2024-08-27T08:54:27Z")
\[Problem\] When user chats with a Desk agent (user is using the React UI Kit), and agent performs some actions on a ticket which result in an admin message sent to the user (like the one above), the data attribute contai… --- ## [Typescript error when initializing Sendbird Desk](https://community.sendbird.com/t/typescript-error-when-initializing-sendbird-desk/9688)
**Author:** [@Guy\_Guy](https://community.sendbird.com/u/Guy_Guy)\ **Replies:** 6\ **Last updated:** [August 13, 2024, 8:08am UTC](https://community.sendbird.com/t/typescript-error-when-initializing-sendbird-desk/9688 "2024-08-13T08:08:41Z")
\[Problem/Question\] TS2345: Argument of type SendbirdChatWith\ is not assignable to parameter of type SendbirdGroupChat Type SendbirdChatWith\ is not assignable to type { groupCh… --- ## [How to validate Desk Iframe Sidebar html\_key](https://community.sendbird.com/t/how-to-validate-desk-iframe-sidebar-html-key/9815)
**Author:** [@Guy\_Guy](https://community.sendbird.com/u/Guy_Guy)\ **Replies:** 0\ **Last updated:** [July 24, 2024, 8:28am UTC](https://community.sendbird.com/t/how-to-validate-desk-iframe-sidebar-html-key/9815 "2024-07-24T08:28:29Z")
I’m trying to integrate Desk Iframe Sidebar and having a hard time understanding the documentation about how to verify the payload. What I get on the header is x-secret-token (and of course html\_key and agent\_id on the … --- ## [Created ticket is not visible on sendbird dashboard](https://community.sendbird.com/t/created-ticket-is-not-visible-on-sendbird-dashboard/9811)
**Author:** [@Piyush\_Atram](https://community.sendbird.com/u/Piyush_Atram)\ **Replies:** 0\ **Last updated:** [July 23, 2024, 1:49pm UTC](https://community.sendbird.com/t/created-ticket-is-not-visible-on-sendbird-dashboard/9811 "2024-07-23T13:49:44Z")
Once ticket is created using AP which goes directly into initialized state, and not able to proceed further.! What is the action steps to make ticket visible on dashboard using API or is there any other way to do it. N… --- ## [TICKET.STATUS.UPDATE webhook should include previous status](https://community.sendbird.com/t/ticket-status-update-webhook-should-include-previous-status/9795)
**Author:** [@Guy\_Guy](https://community.sendbird.com/u/Guy_Guy)\ **Replies:** 0\ **Last updated:** [July 19, 2024, 7:39am UTC](https://community.sendbird.com/t/ticket-status-update-webhook-should-include-previous-status/9795 "2024-07-19T07:39:46Z")
\[Problem/Question\] A ticket can go, for example, into PENDING status from multiple other statuses (like Closed, Active, etc…) Having the webhook event only showing current status isn’t enough. For instance- there is no… --- ## [Desk Dashboard doesn't show multiple files in a message](https://community.sendbird.com/t/desk-dashboard-doesnt-show-multiple-files-in-a-message/9779)
**Author:** [@Guy\_Guy](https://community.sendbird.com/u/Guy_Guy)\ **Replies:** 0\ **Last updated:** [July 17, 2024, 9:23am UTC](https://community.sendbird.com/t/desk-dashboard-doesnt-show-multiple-files-in-a-message/9779 "2024-07-17T09:23:20Z")
\[Problem\] A dest ticket is opened. User uploads multiple files from the React UI Kit (isMultipleFilesMessageEnabled={true}). User sees the multiple files on their UI. However, on the Desk Dashboard, we only see 1 file. … --- ## [Sendbird Desk ticket retrieval](https://community.sendbird.com/t/sendbird-desk-ticket-retrieval/9730)
**Author:** [@Marcel\_Anis](https://community.sendbird.com/u/Marcel_Anis)\ **Replies:** 1\ **Last updated:** [July 11, 2024, 7:09pm UTC](https://community.sendbird.com/t/sendbird-desk-ticket-retrieval/9730 "2024-07-11T19:09:52Z")
\[Problem/Question\] As a user in my react native app: I am unable to see a list of my tickets which are active I am unable to see a list of my tickets which are closed // If problem, please fill out the below. If que… --- ## [Can you rename a ticket after it was created?](https://community.sendbird.com/t/can-you-rename-a-ticket-after-it-was-created/9744)
**Author:** [@Guy\_Guy](https://community.sendbird.com/u/Guy_Guy)\ **Replies:** 2\ **Last updated:** [July 11, 2024, 4:40pm UTC](https://community.sendbird.com/t/can-you-rename-a-ticket-after-it-was-created/9744 "2024-07-11T16:40:43Z")
We create a ticket upon a user request and set a generic name. After we understand what the user needs we change the name to better reflect it. Couldn’t find any function on JS SDK or Platform API that does this. Thank… --- ## [Wrong documentation for TICKET.STATUS.UPDATED](https://community.sendbird.com/t/wrong-documentation-for-ticket-status-updated/9724)
**Author:** [@Guy\_Guy](https://community.sendbird.com/u/Guy_Guy)\ **Replies:** 2\ **Last updated:** [July 9, 2024, 6:49am UTC](https://community.sendbird.com/t/wrong-documentation-for-ticket-status-updated/9724 "2024-07-09T06:49:05Z")
\[Problem/Question\] The docs doesn’t state a status field I get on actual webhook. Here is an actual webhook I got (removed unneeded fields): { "id": 13482986, "eventType": "TICKET.STATUS.UPDATED", "data": { … --- ## [Cannot use quickstart-desk-javascript](https://community.sendbird.com/t/cannot-use-quickstart-desk-javascript/2536)
**Author:** [@11115](https://community.sendbird.com/u/11115)\ **Replies:** 3\ **Last updated:** [July 1, 2024, 4:19pm UTC](https://community.sendbird.com/t/cannot-use-quickstart-desk-javascript/2536 "2024-07-01T16:19:50Z")
I wanted to use quickstart-desk-javascript（https://github.com/sendbird/quickstart-desk-javascript） But after completing all steps written in above readme, I had one problem. I counldn’t log in “Desk Widget Sample Page”… --- ## [Unable to send invite to user who previously deleted their account](https://community.sendbird.com/t/unable-to-send-invite-to-user-who-previously-deleted-their-account/9677)
**Author:** [@dennison](https://community.sendbird.com/u/dennison)\ **Replies:** 3\ **Last updated:** [June 21, 2024, 5:11am UTC](https://community.sendbird.com/t/unable-to-send-invite-to-user-who-previously-deleted-their-account/9677 "2024-06-21T05:11:40Z")
\[Problem/Question\] Hi. We are encountering an issue when we try to send an invite to a user via their email address to the Sendbird Desk platform as a Desk Agent. This user was previously an existing agent but had the… --- ## [Can't retrieve Tickets list if no message was sent](https://community.sendbird.com/t/cant-retrieve-tickets-list-if-no-message-was-sent/9678)
**Author:** [@Guy\_Guy](https://community.sendbird.com/u/Guy_Guy)\ **Replies:** 0\ **Last updated:** [June 18, 2024, 12:58pm UTC](https://community.sendbird.com/t/cant-retrieve-tickets-list-if-no-message-was-sent/9678 "2024-06-18T12:58:09Z")
If I create a ticket from the backend (using REST API), the user can’t retrieve his ticket, because they didn’t sent any first message. --- ## [Feature request: Add functions to the desk sdk to get the open and closed ticket's unread message count](https://community.sendbird.com/t/feature-request-add-functions-to-the-desk-sdk-to-get-the-open-and-closed-tickets-unread-message-count/2428)
**Author:** [@odm](https://community.sendbird.com/u/odm)\ **Replies:** 1\ **Last updated:** [May 16, 2024, 5:53pm UTC](https://community.sendbird.com/t/feature-request-add-functions-to-the-desk-sdk-to-get-the-open-and-closed-tickets-unread-message-count/2428 "2024-05-16T17:53:40Z")
Hey there! We have an app using both sendbird chat and desk and we need to show the total unread message count for the open tickets as well as the closed tickets but separated from the regular chats. I didn’t found anyt… --- ## [Sendbird desk ticket retrival](https://community.sendbird.com/t/sendbird-desk-ticket-retrival/9509)
**Author:** [@Zahid\_Syuqri\_Zulkffli](https://community.sendbird.com/u/Zahid_Syuqri_Zulkffli)\ **Replies:** 0\ **Last updated:** [May 9, 2024, 2:17am UTC](https://community.sendbird.com/t/sendbird-desk-ticket-retrival/9509 "2024-05-09T02:17:16Z")
\[Problem/Question\] // Detailed description of issue. HI, i got error when trying to call SendbirdDesk.Ticket.getClosedList(0, (closedTickets, error) =\> { if (error) { console.log(‘closedTickets err’, error.message); … --- ## [Property 'sendUserMessage' does not exist on type 'object'](https://community.sendbird.com/t/property-sendusermessage-does-not-exist-on-type-object/6168)
**Author:** [@inferno43](https://community.sendbird.com/u/inferno43)\ **Replies:** 1\ **Last updated:** [May 6, 2024, 6:14am UTC](https://community.sendbird.com/t/property-sendusermessage-does-not-exist-on-type-object/6168 "2024-05-06T06:14:20Z")
\*\*I am trying to integrate sendbird desk sdk and sendbird chat sdk in my react native application \*\* I tried to create a ticket using Ticket.create method as provided in the documentation though I could see the user get… --- ## [Reopen desk ticket when a user replies in a closed ticket](https://community.sendbird.com/t/reopen-desk-ticket-when-a-user-replies-in-a-closed-ticket/9224)
**Author:** [@tpucci](https://community.sendbird.com/u/tpucci)\ **Replies:** 4\ **Last updated:** [April 2, 2024, 2:36pm UTC](https://community.sendbird.com/t/reopen-desk-ticket-when-a-user-replies-in-a-closed-ticket/9224 "2024-04-02T14:36:52Z")
Hello there :slight\_smile: Is there any way to reopen a ticket when a customer send a message in a closed ticket ? Cheers, Thomas --- ## [Data export stuck in "scheduled" state for way too long](https://community.sendbird.com/t/data-export-stuck-in-scheduled-state-for-way-too-long/9009)
**Author:** [@Pangpangguy](https://community.sendbird.com/u/Pangpangguy)\ **Replies:** 2\ **Last updated:** [February 5, 2024, 7:51am UTC](https://community.sendbird.com/t/data-export-stuck-in-scheduled-state-for-way-too-long/9009 "2024-02-05T07:51:02Z")
Hi, I have scheduled some data exports for failed webhook about a week ago and they are still in the scheduled status; The volume of data to be exported is quite huge (around 1GB+), but they have been stuck in the “sched… --- ## [Some of our desk agents have an issue while typing in the text field](https://community.sendbird.com/t/some-of-our-desk-agents-have-an-issue-while-typing-in-the-text-field/8703)
**Author:** [@tpucci](https://community.sendbird.com/u/tpucci)\ **Replies:** 0\ **Last updated:** [December 7, 2023, 1:59pm UTC](https://community.sendbird.com/t/some-of-our-desk-agents-have-an-issue-while-typing-in-the-text-field/8703 "2023-12-07T13:59:30Z")
\[Problem/Question\] In a support ticket, our agent noticed an unusual issue occurring on various devices (two separate Windows machines). When the agent tries to type in the text field, the cursor unexpectedly jumps to t… --- ## [Sendbird desk doesn't automatically show new replies in tickets from users](https://community.sendbird.com/t/sendbird-desk-doesnt-automatically-show-new-replies-in-tickets-from-users/8582)
**Author:** [@dennison](https://community.sendbird.com/u/dennison)\ **Replies:** 1\ **Last updated:** [November 24, 2023, 5:56am UTC](https://community.sendbird.com/t/sendbird-desk-doesnt-automatically-show-new-replies-in-tickets-from-users/8582 "2023-11-24T05:56:36Z")
Lately, some of our agents have experienced delays in receiving messages from our users within the Desk platform. They would typically need to refresh the detailed ticket view multiple times before the messages from use… --- ## [Update to android 4.12.3 chat SDK](https://community.sendbird.com/t/update-to-android-4-12-3-chat-sdk/8526)
**Author:** [@avikumarmanku](https://community.sendbird.com/u/avikumarmanku)\ **Replies:** 1\ **Last updated:** [November 7, 2023, 1:20pm UTC](https://community.sendbird.com/t/update-to-android-4-12-3-chat-sdk/8526 "2023-11-07T13:20:20Z")
Failed to resolve: org.brotli:dec:0.1.2 Show in Project Structure dialog Show Details Affected Modules: app Gradle implementation ‘com.sendbird.sdk:sendbird-chat:4.12.3’ --- ## [Setting tag when creating Tickets](https://community.sendbird.com/t/setting-tag-when-creating-tickets/1915)
**Author:** [@simonb](https://community.sendbird.com/u/simonb)\ **Replies:** 5\ **Last updated:** [November 6, 2023, 9:02pm UTC](https://community.sendbird.com/t/setting-tag-when-creating-tickets/1915 "2023-11-06T21:02:13Z")
Hi, How can we set tags on the Tickets the users create in the App? We currently have several categories of tickets users can create and a couple is very important and tag is the only custom sortable attribute in the D… --- ## [Push notification Flutter sdk IOS content\_available issue](https://community.sendbird.com/t/push-notification-flutter-sdk-ios-content-available-issue/8322)
**Author:** [@sconverge](https://community.sendbird.com/u/sconverge)\ **Replies:** 3\ **Last updated:** [September 26, 2023, 10:44pm UTC](https://community.sendbird.com/t/push-notification-flutter-sdk-ios-content-available-issue/8322 "2023-09-26T22:44:38Z")
Hi, I’m facing issues in handling push notifications in flutter sendbird ios sdk. I’m unable to receive the content\_available param in the push notification even though it’s enabled in the dashboard. --- ## [How to change Ticket status?](https://community.sendbird.com/t/how-to-change-ticket-status/8167)
**Author:** [@Pedro\_Fritsch](https://community.sendbird.com/u/Pedro_Fritsch)\ **Replies:** 1\ **Last updated:** [August 31, 2023, 10:10pm UTC](https://community.sendbird.com/t/how-to-change-ticket-status/8167 "2023-08-31T22:10:49Z")
Hey there! I’m wondering if there’s a way to change a ticket’s status to “active” without having to send an initial message. Basically, I want to create a ticket and make it “active” right away, without needing to send… --- ## [Separate API keys for staging & prod](https://community.sendbird.com/t/separate-api-keys-for-staging-prod/8156)
**Author:** [@vimutti](https://community.sendbird.com/u/vimutti)\ **Replies:** 1\ **Last updated:** [August 30, 2023, 7:05pm UTC](https://community.sendbird.com/t/separate-api-keys-for-staging-prod/8156 "2023-08-30T19:05:45Z")
\[Problem/Question\] // Detailed description of issue. I already have an API key that we use for staging testing. But in order to ramp the feature, we’d need a separate API key to be used for production. I don’t see anyw… --- ## [Flie storage quota - how to backup and reset usage](https://community.sendbird.com/t/flie-storage-quota-how-to-backup-and-reset-usage/7961)
**Author:** [@dennison](https://community.sendbird.com/u/dennison)\ **Replies:** 1\ **Last updated:** [August 2, 2023, 11:59am UTC](https://community.sendbird.com/t/flie-storage-quota-how-to-backup-and-reset-usage/7961 "2023-08-02T11:59:01Z")
\[Problem/Question\] How are we able to back-up and clear the existing usage so that we will not exceed the quotas set within our plan? [Next page](https://community.sendbird.com/c/sendbird-desk/14.md?page=1)