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I’m trying to create a simple Zap but am failing at the first hurdle !

I have been able to easily create a Zap that can identify a new ticket created in Zoho Desk, but when I try to create another for New Comment or New Message then it doesn’t trigger either in practice or when performing tests.

I have double checked the connection, the chosen Org, chosen Department and everything is as it should be. Any advice ?

Hi ​@Energise,

Welcome to the Community! 🎉

Before we dig deeper into this, would you mind sharing a detailed screenshot of how your Zap is configured? Also, please share a screenshot of the “CONFIGURE” section of your action step/s that shows all of its fields.

Please don't include personal information in the screenshot, or be sure blur out any personal information.

Thanks!

Hi,

Thank you for your response. 

Here is a shot of the Setup:
 

 


Here is a screenshot of the configuration :
 

 

I have tried this trigger on the other desks and also have no luck. I have tested the connection and the other zaps that use it are working with no issues.

Hi there, ​@Energise 👋

Thanks so much for sharing those screenshots here. I can’t see anything wrong with the Organization or Department that you’ve selected. If the Zap is switched on and isn’t triggering for any new comments posted in Zoho Desk then it could be that there’s a bug preventing it from triggering. 🤔

I can see that you also reached out to our Support team about this and they responded. So I’d recommend continuing the conversation with them as they’ll have access to the logs for your Zap and can help to investigate more deeply. If you can’t see their reply in your email inbox, check your spam/junk folder or try searching your inbox for any emails from zapier.com in case it’s been misplaced. 

Please keep us updated on how you get on with them, keen to know whether it is a bug or some other issue that’s preventing the Zap from triggering! 

Hello,
Turns out we had an old email address that was being used. Would it be possible to resend the support ticket to the updated profile email ?

Ah, I see ​@Energise! If you reach back out to the Support team they’ll be able to locate the original Support ticket and help further—I’m not able to resend the support ticket through to a different email address from my side.

In the meantime, I’ll share the steps they wanted you to try so you can reach out to the Support team with the results of that:

It's possible the Zoho Desk integration is only providing one default sample for the trigger such as New Comment however to check if this runs when the Zap is active could you try the following:

  • Finish setting up the Zap as best as you can with the sample data provided --Zap Link excluded--
  • Turn the Zap on

  • Add a new comment to a ticket in the Digital department

     

If this doesn't trigger the Zap, could you share a screenshot of the ticket and new comment added? If the comment does trigger the Zap, I recommend checking if you can pull that comment in as a sample now 

 

Hope that helps. Will keep an eye out for your update here! 🙂

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