Hey there,  @JolteonPixel! Thanks for reaching out in community and sorry to hear this isn’t working as expected.

I know you mentioned the zap is failing at the Slack search - can you expand on that a bit for us? Is the action step not completing at all and/or returning an error? Is it performing the search but not finding the Freshservice ID?

It might be worth reviewing the zap history to see if there’s any other clues or different error messages in the live zap run. More on that here. If we’re still coming up short after checking those areas, are you able to send us a screenshot of the Slack action setup? Just make sure to remove any personal details like emails or phone numbers.

Keep us posted!

Correct, that’s what’s happening. But when I test it, it finds it and behaves how it’s supposed to!

Find message in Slack looks like this:

Error Data in looks like this:

_zap_search_success_on_miss:	false
query:	{{0000000__id}} in:#channelname
Fields with no value:
sort_by
sort_dir

It’s not finding the ticket ID when it runs naturally, but is doing during my test - any ideas?

@JolteonPixel Jumping in here to see if I can possibly help! 

Based on the screenshot you provided, I am wondering if this detail: 

being marked as ‘true’ is causing the error message. This small detail, will allow the Zap to run even when no information/data is found and why you are not seeing any data outside of the test (the test has data present, thus it will continue to work). 

Can you try flipping it to ‘false’ and see if you are encountering the same issue? 

@JolteonPixel Jumping in here to see if I can possibly help! 

Based on the screenshot you provided, I am wondering if this detail: 

being marked as ‘true’ is causing the error message. This small detail, will allow the Zap to run even when no information/data is found and why you are not seeing any data outside of the test (the test has data present, thus it will continue to work). 

Can you try flipping it to ‘false’ and see if you are encountering the same issue? 

I have indeed tested that as both false and true. I have a hunch that Zapier is not passing the Freshservice ticket ID variable to slack properly to search with, but it does in the test run so i’m really confused

hi @chanelle any ideas for me please?

Hi @JolteonPixel,

I think your hunch may be correct. I found an existing bug report, about the fields during sample testing being different than what comes through when the Zap runs live.

Could you share a screenshot from your Zap History that shows the error occurring on the Slack step? That should help us troubleshoot :) 

Hi @nicksimard I really appreciate your patience and help with this.  As I mentioned, the test stages work perfectly, here’s redacted output example from a successful Slack search in my testing:

channel
id
C058XX97W
name
channelname
user
id
U01XXS9
name
zapier
real_name
Zapier
profile
phone
small_image_url
https://url
medium_image_url
https://url
large_image_url
https://url
is_restricted
false
is_ultra_restricted
false
is_bot
true
username
username
ts
16888810.144789
text
Thanks for your message @slackuser, it has been logged in our Service Desk system, under ticket 99999, please track the progress of your ticket at https://ticketinstance.ticketsystem.com/a/tickets/99999
permalink
https://company.slack.com/url
team
id
teamid
name
CompanyName
url
https://company.slack.com/
domain
companydomain
email_domain
company.com
icon
small_image_url
https://url
medium_image_url
https://url
large_image_url
false
avatar_base_url
https://cxa.slack-edge.com/
is_verified
false
external_org_migrations
date_updated
19990
current
raw_text
Thanks for your message <@XXXXX>, it has been logged in our Service Desk system, under ticket 99999, please track the progress of your ticket at <https://URL/tickets/99999>
ts_time
2023-05-30T08:26:50Z
_zap_search_was_found_status
true

Here’s a redacted screenshot of the error on actual runtime:

Hi there @JolteonPixel,

I’m jumping in to see if I can help!

I looked at the screenshot and it seems like there’s a curly braces being returned from the previous step on your Zap. Whenever you see those {{...}} curly braces around entries in the Data In of an action, this means that there is a field mapped there in the Zap Editor, but when the Zap ran live this data was not sent from a previous step.

Additionally, I also found the existing bug report that nicksimard mentioned, and it looks like you’re running into the bug here. Our team is aware of the issue and we're working with Freshservice on a fix. I've added your email address as another affected user. That does a few things:

• Bring this to the attention of the integration developers
• Help track and prioritize fixes
• Allows us to notify you via email if/when this is fixed

Unfortunately, I do not have an ETA, but I’ve added you to the list of users affected by this issue so we can let you know as soon as we have any updates.

Thank you for your understanding.

Hey folks,

Just reaching out here to share that the bug has been resolved! 

The Freshservice app was updated to ensure that the fields in any new test records from Freshservice match the fields that come through when the Zap runs live. This fix was applied to both the New Ticket and Updated Ticket Freshservice triggers.

If you continue to have any issues seeing the correct fields when loading in a new test record please ensure your Zap is running the latest version of the Freshservice app—see Update to the latest app version in Zaps for more details on how to upgrade. As it’s been fixed I’ll be closing out this topic now. 

For anyone on the latest version of the app, and still not seeing the correct fields please either start a new topic in the Community here or get in touch with Support and we’ll assist further. In the meantime, happy Zapping!