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I have a step in my zap where I create a ticket in desk, everything works fine apart from setting the Assignee (Ticket owner in desk).



When I look at the data sent to the API the assignee variable has no data


I can set the assignee (Ticket owner) if I add a "Update ticket" step in my zap, so this is specific to Create ticket.

I've contacted Zapier support and they verified that this is a bug. They told me I should contact Zoho since you are responsible for this code/integration.


1 user has this problem.
8 Replies
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Hi

,

Apologies for the delay in getting back to you on this. I wanted to let you know that we’re actively working with our Engineering team to analyze the issue and will prioritize resolving it as quickly as possible. If we need any additional details, we’ll be sure to reach out. We truly appreciate your patience and deeply regret the inconvenience caused.

Thank you for bearing with us while we work on this!
Shivani | Zoho Desk

Hey
  and
  I'm having a simillar issue
When creating a ticket by using the API (
/api/v1/tickets), the system ignores assigneedId and teamId. does not matter wich one I use, the newly created ticket it is always attached (ticket owner) to a specif user (intake)

I found the solution for my problem
There was an automation assigning to "intake" all the new taks 🤦‍♂️

I removed and now it's fine :D

Hi

Great to hear you got it resolved! Thanks for keeping the Forum updated on this.

, could you check if this might be a similar behavior in your portal?

Cheers,
Shivani | Zoho Desk

Hi

@undefined

Great to hear you got it resolved! Thanks for keeping the Forum updated on this.


@undefined

, could you check if this might be a similar behavior in your portal?


Cheers,

Shivani | Zoho Desk


Nothing like this going on, evidenced by tickets staying unassigned.

Hi

,

Thanks for checking back in. Our Engineering team reviewed the logs and found that the owner was initially assigned to the ticket. However, a direct assignment rule was triggered later, changing the ticket assignee to null. Could you review the ticket history to check the assignment details and modify it if needed?

If you notice any other discrepancies, please share a recent ticket URL for us to investigate further.
Shivani | Zoho Desk

Hi Shivani,

You're correct, there was a leftover entry in one of the direct assignment rules which meant all tickets not containing specific string in email were set to unassigned, I missed this the first time I checked the assignment rules. Thank you!

No worries, Thanks for keeping us posted 

 :)

Cheers,
Shivani | Zoho Desk

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