How to setup 3 workflows Freshservice x Autotask

Hi @BBI-Kyle! What are you trying to do, and what is going wrong?

Hi @mzsadiek!

Thanks for responding.

We're trying to do the following;

1) When a ticket is assigned to a specific Agent in Freshservice, it creates a ticket in Autotask without Autotask sending a verification email and creating an infinite loop.

2) When an agent/tech updates or replies to a ticket from Autotask, it sends the updates to Freshservice and vice versa.

3) When a ticket is closed in Autotask, it is also closes the ticket in Freshservice and vice versa

Hi @BBI-Kyle 

NOTE: Zapier is not meant for 2-way syncs: https://zapier.com/help/create/basics/does-zapier-support-two-way-syncing

Hi @Troy Tessalone 

Yes, we’re planning on moving forward with 2 “One-way” zaps. 

@BBI-Kyle At what point are you getting errors within Zapier when trying to set up these Zaps?

@mzsadiek currently, when I filter triggers (to look for “agent name: XXX”) before continuing with the actions, Zapier can’t find seem to find the Agent in question and says the error below. 

@BBI-Kyle Which trigger are you currently using?

@mzsadiek  I’m currently using New Ticket trigger.

I also dabbled with Update Ticket trigger but error still says the same.

@BBI-Kyle 

Check this help article about changing the trigger test data: https://zapier.com/help/create/basics/change-the-test-data-in-your-zap-trigger

Might be worth turning the Zap ON, testing live, then checking your Zap Runs history details for the DATA IN/OUT for each Zap step to see if the Filter criteria conditions are passing: https://zapier.com/app/history/

@mzsadiek @Troy Tessalone 

Another issue I’m having is after choosing an account for the triggers “New Ticket” and “Update Ticket”. Even after updating or creating a ticket in Freshservice, Zapier is unable to find the ticket triggers. 

@BBI-Kyle If you try to set the Zap up just as if every piece of data was present in your trigger, and you turn the Zap on, does it still not work? Sometimes some triggers have difficulties getting the test data, but they run fine

@BBI-Kyle 

It can be helpful to review the available help articles for each app:

https://zapier.com/help/doc/how-get-started-freshservice-zapier

https://zapier.com/help/doc/how-get-started-autotask-zapier