Hi Zapers!
I am working on pulling data from fields in Zendesk into a Google Sheet. The idea behind this is the data collected in Zendesk will populate the Sheet and allow other team member to take that information and work on their respective tasks.
This has worked extremely well with the exception of pulling in the information from the CC fields in our Zendesk forms. For some reason the data from that field is never brought over. Any ideas would be greatly appreciated!
Best,
Ray
+14Hi
Is the CC field returned in the DATA OUT from Zendesk?
Post screenshots to give us more context about the data returned from Zendesk and how your Zap steps are configured in EDIT mode.
Hi
Appreciate the quick reply and help. Absolutely. Here are some screenshots of the CC field in Zendesk and the Zapier steps. See below. The field listed as Setup Ticket CCs is the column where the data should be going. All the other fields we pull populate in their corresponding columns.
This post has been edited by a moderator to remove personally identifiable information (PII). Please remember that this is a public forum and avoid sharing sensitive details.
+14
For live Zap Runs, check the Zap Runs history details to see the DATA IN/OUT for each step to help you trace the data flow and troubleshoot: https://zapier.com/app/history/
Hi
The Live Data shows a field for Data Out listed as Email CC IDs with no data under Zendesk and the Sheets Data In does not list the associated column for the CC data. It looks like it is not being identified or I don’t the right field name selected for CCs?
+14
You can try adding this Zap step to see if the CC field data is returned: Zendesk - Find Ticket
Would that identify why it is not pulling the data? At this point It seems to just confirm nothing is being moved.
+14
Make sure to test with an example that you know has CCs in Zendesk.
Sometimes not all of the data points are returned in a Zap trigger step, thus another Zap step is needed to lookup the record to get the full details.
Hi
For each test we are generating new tickets in Zendesk with the CC’s added.
I do get an error when attempting to add the query for the CC field. Zapier AI suggested this
“If the field is consistently null, you may need to adjust the logic or data source in the previous step to ensure it provides the necessary information. “
Is it possible that the field in Zendesk is not treated as text and Zapier can’t see it? I notice the names show as a contact almost. Name in a grey box and if you hover over it you can see the email address.
+14
For us to have current context, post these screenshots:
Here are the screenshots you mentioned. I did notice something looking through the Data In on the Test Tab for the Sheet step the column that the CCs would be entered into is not listed. That includes the Empty Field section shown in the screenshot. It is as if the Sheets field goes to the column just before the identified field for the CCs selected in the Zendesk step.
+14
What about these screenshots:
It doesn’t let me run a test from Zendesk step in the Test tab while in Edit. Photo showing this below. As I mentioned before previous runs fully pass. Zap Run below. Warning it is a long string.
This post has been edited by a moderator to remove personally identifiable information (PII). Please remember that this is a public forum and avoid sharing sensitive details.
+14
When the Zap ran, the field Email CC Ids had no value. (screenshot)
Thus, why the GSheet row was not updated for that column cell.
As suggested previously, after the Filter step, you can try adding this Zap step: Zendesk - Find Ticket
Find the Ticket by ID from Zap step 1 to see if it returns the value for the field: Email Cc Ids.
If yes, then map the variable from this new Zap step to the GSheet step.
Appreciate you attempting to help. This is the result. Unless I am misunderstanding the step as you want it you will see the results are the same. Please feel free to provide any screenshots if it should be setup differently.
+14
Ok, it may be due to one of these reasons:
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