Hello -
Scenario: I am trying to set up a one-way sync from Freshdesk to Asana and have set up two zaps to accomplish the following:
- When a new ticket is created in Freshdesk > Add a task in Asana
- When a ticket is updated in Freshdesk > Update the existing task in Asana
Anything updated in Asana should not flow into Freshdesk.
Issues:
- The zaps are not triggering
- Many of the Freshdesk data fields return null value
What I’ve tried/confirmed:
- Test zap: I’ve tested setting this up with 2 zaps - all of which work in testing, but they do not work once the zap is published and a new Freshdesk ticket has been created (confirming I am not trying to transfer existing freshdesk tickets, only capture new ones and it is not picking those up).
- Zap history: I have checked Zap history and see no record of the zaps triggering and failing.
- Confirmed data exists for the null Freshdesk fields: For example, with this test Freshdesk ticket/record: data exists in the Freshdesk ticket for “Description”, “Requester Name”, and “Agent Name” but it returns no data (see screenshot below). I found this post from 7 months ago that indicates a bug for the Freshdesk integration - is that what is causing my incorrect null values?
Screenshots of Zaps that are not triggering
- New Ticket in Freshdesk > Create Task in Asana
![](https://uploads-us-west-2.insided.com/zapier-ca/attachment/ce627584-0f44-4bde-b364-e8a3a3e8f23b.png)
![](https://uploads-us-west-2.insided.com/zapier-ca/attachment/2b5c29a6-24e4-4538-8a25-7e4b821c010c.png)
![](https://uploads-us-west-2.insided.com/zapier-ca/attachment/732de4e0-fe1b-4bdd-83af-95f1e4259bde.png)
- Update Ticket in Freshdesk > Find task in Project in Asana > Update Task in Asana
![](https://uploads-us-west-2.insided.com/zapier-ca/attachment/586ca780-c673-4eb9-a848-c7e84b93b3f0.png)
![](https://uploads-us-west-2.insided.com/zapier-ca/attachment/3bb09b20-745f-4a02-b4d3-ad181ca064cc.png)
![](https://uploads-us-west-2.insided.com/zapier-ca/attachment/52926ff5-e3c8-4d10-9892-43ca6f52adaa.png)
![](https://uploads-us-west-2.insided.com/zapier-ca/attachment/186ba7d5-e399-4fff-b4dc-814276671f4b.png)
Best answer by wb21
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