We are observing Webhooks not firing properly from Zoho CRM due to technical issues in Zoho's platform. The problem is that Zoho timeline reports the related workflow is running and that the Webhook call associated with it is also running, but our 3rd party listening page (the webhook URL)  is not recording instances of Zoho's webhooks reaching it. 3 weeks ago it was about 1 in every 10 webhooks not reaching the listening page. This has been getting worse over time, until yesterday, when none of the webhook calls from Zoho CRM were being fired. Simple and reliable logging on our 3rd party listening page records and logs any interaction with it from any source. It can be successfully reached through browsers, through Postman and through other API software - any method, 100% of the time. Additionally, our listening pages have been receiving webhook calls from Zoho for 3 years. Recently this became intermittent causing our business data issues that we had to diagnose and investigate the cause of. In the last few days, almost no webhooks from Zoho have been reaching our service.

Investigations and testing with the 3rd party app hosting company and with our application that we have developed have revealed no issues with either the hosting company network or the application itself, and indicate that in fact Zoho CRM has an issue with it's webhook calling service (either in our region or on our Zoho instance). Our investigations show that in fact it is a problem with Zoho's webhook calling service.

I have contacted Zoho support about this over a period of 3 weeks, and no useful action has been done on it. As is often the case, reported problems in our experience are smugly denied or avoided and the standard response from Zoho staff is to keep asking for more screenshots and recordings, and to say there are no issues, despite being provided with detailed screenshots and evidence already. There aren't' good systems in place to escalate reported technical issues. This creates significant issues for our business. We have repeatedly found this to be the case when seeking help for issues.

The purpose of this post is to share that there are definitely issues with Webhooks firing from within Zoho and that Zoho has not been good in responding to this issue.