After testing, I believe it has something to do with the playload. Here is the playload I’m using:

{
    "ticket": {
        "id": {{ticket.id}},
        "status": {{ticket.status}} ,
        "brand name":{{ticket.brand.name}},
        "grievance category": {{ticket.ticket_field_option_title_33599820949783}}
        ]
    }
}

When I use this playload, it fails to send any data to Zapier. But when I copy the playload from “test Webhook” to the trigger (this is where I write the playload and decide what data to send through the Webhook), I can successfully send data to Zapier. Here is the test playload from “test Webhook:

{
    "custom": "payload"
}

or this one: 

{
    "ticket": {
        "id": 35436,
        "priority": "high",
        "status": "open",
        "subject": "Help, my printer is on fire!",
        "description": "The fire is very colorful.",
        "tags": i
            "enterprise",
            "other_tag"
        ]
    }
}

Then I tried to gradually replace the test playload with the actual data fields I need to send to see which one causes the problem. I was stuck on brand name. However, I copied the placeholder of brand name from Zendesk directly, and it is not a custom field. I don’t understand why it doesn’t work. Can anyone help me?

Hi ​@Emma_YUN 

Issue is likely related to field values not being surrounded in double quotes. e.g. “XXX”

Do for these:

• status
• brand name
• grievance category

If the ID value is not a number, then also do for: id

Help links for using Webhooks: https://zapier.com/apps/webhook/integrations#help

Hi ​@Emma_YUN 

Issue is likely related to field values not being surrounded in double quotes. e.g. “XXX”

Do for these:

• status
• brand name
• grievance category

If the ID value is not a number, then also do for: id

 

Help links for using Webhooks: https://zapier.com/apps/webhook/integrations#help

Thanks Troy! My problem has been resolved, and the point you raised is indeed one issue of my original playload. For any future user’s reference, here is my new playload for Zendesk that works fine: 

{
    "ticket": {
        "id": "{{ticket.id}}",
        "grievance_category":  "{{ticket.ticket_field_option_title_xxx}}"
    }
}

Here are the things to check for:

1. You need to add “” around the placeholders
2. Make sure you are using the right form of placeholders based on the type of the data field. You may refer to Zendesk’s guidelines on placeholders of different data fields

Thanks so much ​@Emma_YUN for following up here to share how you got it solved. I’ll go ahead and mark your latest reply as the best answer, since it’ll be super useful for anyone running into the same issue. 

And want to give a shout out to ​@Troy Tessalone for helping to point you in the right direction! 

Seems like you’ve got things sorted for now, but please do reach back out if you need help with anything else at all. 

In the meantime, happy Zapping!