We've had a problem on our Zendesk recently where one specific Zapier integration (Zap) turned itself off due to a SoftTimeLimitExceeded() error on the initial trigger. (Timeout after a couple of minutes)
This Zap is a simple one, that does the following:
- When a new ticket appears in a specific view
- Create a new type of ticket based on the ticket that appeared
- Send that ticket back to a new view.
However, I believe this is a Zendesk issue. I've manually tested every part of the Zap one by one, while also deleting and recreating it from scratch and it works every time, the issue occurs when I turn it on to run automatically, and then create a new ticket in the view to test, it times out on the trigger. Additionally, others in the business have also had weird issues and tickets not occurring on various API integrations and scripts.
I set up the Zap again using one specific independent API Token and Connection, still had the same issue, however, I noticed on the Zendesk API Activity area that the token had 650 requests on it, even though I did a single test ticket.
A potential theory I have is that Zendesk is sending heaps of requests when the ticket appears in the view, which is causing ZD to rate limit, which in turn causes Zapier to time out? Or is 650 requests normal?
Any other ideas or ways to rectify this problem? This is causing a bit of disruption in our business currently, and I'm stumped! Thanks!
See attached below the Zendesk API Activity.
The first API highlighted was the old token it was on where it started having issues. The second is the new one only it is on, where I tested it ONCE.
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