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Unable to trigger Zendesk new ticket or update ticket events.

I was able to create two Zaps – one that triggers when a new Zendesk ticket is created and the other when an existing Zendesk ticket is updated. However the Zaps only get triggered when the person creating a Zendesk ticket or updating an existing Zendesk ticket is the Zendesk administrator. That appears to be the case because the Zendesk admin account was what I used to connect to Zapier. Tickets created/updated by any other Zendesk user DO NOT trigger the Zaps.

After reading various posts, the only workaround appears to be using the New ticket in View event. That kind-of works for new tickets. But my use case requires the Zap to be triggered on Zendesk ticket update.

I’d like to know if I am missing something in my configuration or if indeed, this is a limitation of using the new ticket or update ticket events. 


Best answer by Troy Tessalone 31 May 2024, 17:20

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Userlevel 7
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Hi @csystems 

A possible workaround to explore is using Webhooks in Zendesk:


Zap trigger: Webhook - Catch Hook

That approach worked.