Our Slack Integration Trigger is reopening tickets
We've noticed recently that whenever we receive a SurveyPal CS Score from a Customer, the ticket opens as per usual, we review the score and feedback and if all is good, we solve. However, our Slack Ticket Trigger (Slack Integration with ZenDesk) reopens the ticket not long after for no apparent reason. Is anyone able to look into this to see if this can be resolved?
Example - After Jatinder solves the ticket after reviewing the SurveyPal CS Score, you can see that it reopens again for no reason:
This happens only with tickets where we receive a SurveyPal CS Score. Thank you in advance.
I would be very interested in seeing the actions in that Slack trigger. Is that something you can share?
Yes, of course. This only started happening recently as well, which has us all quite stumped as to why it started happening:
Thank you for taking a look into this!
Hi there, is there anyone at all that can assist with this? It also goes to say that the Administrator James in the pic above is no longer an Administrator, he left the role some time ago yet for some reason, he's still linked to a lot of the Events that occur in our Tickets. Thanks.
My guess is that James is the one that authorised the integration. That is why you will see his account as the author of all its events. This can be corrected by the current admin reauthorizing it.
You issue would need analysing ticket events and how you implemented the SurveyPal integration, so it is best to create a ticket with Zendesk support and enable account assumption for them to look into it.
Hi Ahmed Zaid,
Thanks for your response - this issue has been resolved after James' credentials were removed but not in the way you suggested by reauthorizing it - we reactivated an older Slack Integration Endpoint webhook that I myself authorised when creating and it works which is strange, I'll tell you why.
We have another problem with another webhook which started failing because neither myself nor another Admin could be authenticated, even though we both used the correct credentials when creating the webhook. Here are screenshots:
We are currently using this webhook in a number of our Triggers and it is failing:
This was the previous Webhook I created which was also failing (it is currently deactivated):
Any insight into why we aren't being authenticated would be hugely appreciated. Thank you.
From the webhook view's Actions menu, you can Edit the webhook. Ensure that the username is an active team member email (followed by /token if you are using an API token). Also ensure that the API token authentication is activated and that the token still exists (read how to generate new one).
I have to mention though that using Webhooks targeting Zendesk Support API with triggers is not a recommended workflow, although many including myself still use it cautiously. See this article here.
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