This is a continuation of this topic, as I’m working on some further implementation and I want to try and flesh out the syntax so everything works right. From what I gather, I will need to make two zaps… One for a new entry (New ticket) and one for an updated record (Add reply to ticket) The simple plan of attack is:
1] Customer creates new entry on Airtable (Trigger)
- Action: Request (New ticket) is created on Freshdesk for new entry
- Action: Update Airtable record with Freshdesk ticket ID (For future reference and request updates)
2] Customer updates an existing entry on Airtable (Trigger)
- Action: Possible delay (The trigger, in past experience, seems to work instantaneously. I would like it to delay so that it waits until they’re done completing changes to submit the updates as one change, if possible)
- Action: Filter to find Freshdesk ticket with corresponding ticket ID
- Action: Add reply with changes to ticket, reopen ticket
I’ll start building this out on my own, but if there are folks here with greater insight, let me know if there’s anything else I should consider, or if there are better ways to plot this out to meet our needs. Thanks for your help!