Abhijith V S

Hey community,

We have a third party app in Zendesk that helps in triggering surveys when  a user configured action is met in the app. This works for events like Ticket Create, Ticket Update and so on. As an example, we have developed the app in such a away that whenever a ticket is created or updated, if this meets the conditions configured in the app it would process a trigger.

However, we noticed a behaviour that if the ticket is updated via an automation, the app is not triggering the same. However, for the same conditions if an agent or the admin updates the ticket it is getting triggered. 

Is this an issue from Zendesk side or is there anything to be updated in the app from the development perspective for this to work.

Attaching screenshots of the automation

And the app,

Any help around this would be much appreciated.

Thanks