Hey everyone! I’m having trouble with my Zapier integration. I set up a webhook trigger that should catch Zendesk ticket updates. When I modify a ticket in Zendesk, I can confirm the webhook fired correctly on their end. But when I go to Zapier and try to find new records for testing, nothing appears. The updated ticket just doesn’t show up in the trigger data. Has anyone experienced this before? I’m not sure what’s causing the disconnect between the webhook firing and Zapier actually receiving the data. Any suggestions on how to troubleshoot this would be really helpful!
I’ve dealt with this exact scenario before and found that webhook payload filtering can be the culprit. Zendesk sends a lot of different update events through webhooks, but Zapier might be configured to only capture specific types of changes. Check your Zapier webhook configuration to see if there are any filters applied that could be excluding the ticket updates you’re making. Another thing to verify is whether your Zapier plan has webhook limits - some plans restrict the number of webhook calls per month and will silently drop requests once exceeded. You can check this in your Zapier usage dashboard. Also, make sure the webhook endpoint URL in Zendesk exactly matches what Zapier generated, including any query parameters or trailing slashes.
maybe ur webhook is pointing to an old zap or something? just make sure the url is correct and check if there are any updates in zendesk settings that might affect it. also, try testing the zap again after making changes!
I ran into something similar a few months back and it turned out to be a timing issue. Zapier sometimes has delays in polling for webhook data, especially if you’re testing immediately after the webhook fires. What worked for me was waiting about 5-10 minutes before checking for new records in the trigger step. Also worth checking your Zapier webhook URL in the browser directly to see if it’s actually receiving the payload from Zendesk. Sometimes the webhook appears to fire successfully on Zendesk’s side but the actual data isn’t making it through due to authentication issues or payload format problems. You might want to temporarily enable webhook logging in Zendesk to see exactly what data is being sent.