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Ticket Errors

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Sloan

Posted Feb 11, 2025

Since adding Language intent, we have noticed an increase in errors on tickets where an agent will fill in custom fields and hit save and receive an error message, which seems to be the result of a collision with when the system is setting the language intent on a ticket.  The result is that all of the fields the agent has filled in go blank and the agent has to go back and fill them all in again.

 

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    Shawna James

    Community Product Feedback Specialist

    Hey Sloan thank you for raising this issue to our team. I wanted to note that I have reached out to our proudct teams to get a better understanding of this behavior so that we wcan resolve your issue. I will provide an update as I am able with information from those teams. Thank you for your patience as we look to resolve this issue!

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    Shawna James

    Community Product Feedback Specialist

    Hey Sloan, an update from you here from our teams: this is expected behaviour. If a ticket is updated at the same as an enrichment, because of the safe update, the user should not be able to save their changes. Otherwise, we would risk a different suboptimal behaviour, ie it would be a race condition, either the agent would save their custom ticket field value and then it would get overwritten by the system enrichments OR the system enrichments would get overwritten by the agent without having seen them. We are currently not aware of any planned work to address this. Thank you again for raising this to our team, we appreciate you sharing your insights with us!

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    Sloan

    Thanks, Shawna! We have several triggers and a few automations running on our tickets at any given time. Our devs have also set up a few webhooks that fire on most tickets. We would like to better understand how triggers and webhooks could be less likely to collide. Do you have any suggestions for articles I could pass along to my devs on this topic (besides this one we have seen), or do you have any other suggestions for us? 

     

    One thing we are not doing yet is “locking the ticket” during our webhooks.  Is that something we should try?  Here’s the info we found on that:  Zendesk API supports Optimistic Locking via the updated_at field. When updating a ticket, you should include the updated_at timestamp from the last retrieved version of the ticket. If the ticket has been modified since you last fetched it, Zendesk will reject the update with an error.

     

    Thanks in advance for any help or suggestions!

     

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    Shawna James

    Community Product Feedback Specialist

    Thanks Sloan! I would suggest reaching out to customer care who can better assist you at understanding what customer enablement materials may be available for you and your teams. I appreciate the question and let me know if you need further support here!

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