Zap with Zendesk is pulling int Tags not Value

Hey ​@Ncheng 👋  Can you share a screenshot of what you are seeing on the form so I can take a closer look? 

Thanks! Looking forward to getting to the bottom of this. 

Hi ​@Ncheng,

Welcome to the Community.

In Zapier, if you pull in tags instead of field values from Zendesk, ensure you're mapping the correct data during the action setup. When configuring the form fields, use the data selection button to choose actual field values like "Ticket Subject" or "Ticket Description" from the Zendesk data. Avoid selecting tags that represent ticket metadata, not the field content. If issues persist, share a screenshot about your Zap setup, including the Zendesk trigger and the form-filling app/action, for tailored guidance. Please obscure any sensitive information for security purposes. 

I hope this helps. Let me know if you have any other questions.

Hi ​@RileyS and ​@JammerS!

Thanks chiming in! My zap pulls fields from Zendesk and uses PDF.co to put them on my form. Here are screenshots of my form output and the setup. It’s not currently set up to use the Zendesk tags yet that is what is being pulled in.

Fields mapped to PDF.co

Final Output

Hi there ​@Ncheng,

Before we dig deeper into this, could you please try publishing the Zap and triggering it live? After that, please check the Zap run and see if it’ll return the correct data that you’re looking for?

Kindly give it a try and let me know how it goes? I'll keep an eye out for your response!

Hi ​@ken.a 

this is the published result. The form was populated and then I have a step to drop the populated form in Zendesk. I checked the form at both steps as well to make sure they look the same and they do. The populated form in PDF.co shows the tag values and same as when it was attached to the ticket in Zendesk. 

Hi ​@Ncheng,

I apologize for the delay in my response. Could you please send me a screenshot of the fields in Zendesk, along with their values? This will help me determine whether the value in the sample data matches the expected value.  

Thank you, and I'll be looking out for your response!  

Hi ​@ken.a I posted them in the comment above yours on 12/5. :) You can see how the fields are pulling in but if you need to see in Zendesk, here is the screenshot. :)

 

HI ​@ken.a ​@JammerS and ​@RileyS!

Just wanted to check on this. It’s become pretty urgent as we needed to get this out tomorrow but can’t determine why the tag values are being pulled in vs the actual display value. Zendesk said it could be the endpoint set up but I don’t have any configuration settings to determine whether to use tag values vs display values so any escalation is appreciated!

Hi ​@Ncheng,

Thanks for the screenshot.

It seems you may be experiencing a bug. While I would like to investigate the issue further, our Community team unfortunately doesn't have access to the tools that the Support Team uses. 

I recommend reaching out to the Support Team for a closer look at this problem. You can contact them here: https://zapier.com/app/get-help.

I appreciate your patience and understanding.

Hi ​@ken.a,

Got it, thank you!

You are most welcome ​@Ncheng!

If you have any other questions, please don’t hesitate to reach out to the Community. We’re always happy to help! 🤗