David Smedberg

Hi all,

If you use Zapier to automate Zendesk, you may need to check to make sure that certain actions haven't been silently failing. Right now, I'd especially pay attention to fields that have a parenthesis in the name. It appears to me that you will need to manually rebuild any Zap steps which set custom fields that include a parenthesis in the name of the field.

We have a "Create a Ticket" action set up in Zapier. One of the fields which is set on the ticket is a custom field, named "Response ID (Offboard)". 

For a long time, this worked without issue. In the Zap Run history, the "Data in" showed:

custom_fields__response_id_offboard_17024571771917: #####

and the "Data out" showed:

custom_fields:
    response_id_offboard_17024571771917: #####

Starting on 10/17, the "Create a Ticket" action changed somehow. It still succeeded to create a ticket in Zendesk, and no task failure recorded in Zapier, but the custom field was not set. The same thing as before was present in "Data In", but now in "Data Out":

custom_fields:
    response_id_offboard_17024571771917: null

I manually rebuilt the "Create a Ticket" action in Zapier, and noted that the custom field appeared to be empty. Weird! But after testing, I note that now the "Data In" has changed:

custom_fields__response_id_offboard_17024571771917: #####
custom_fields__response_id_(offboard)_17024571771917: #####

And the Data Out now looks good, as before:

custom_fields:
    response_id_offboard_17024571771917: #####

Therefore, I conclude that the Zendesk app for Zapier was modified to change the processing of custom fields that include a parenthesis in the name. I also conclude that the Zendesk team probably assumed that this would not break existing Zaps, but it appears that it does. 

The Zendesk app for Zapier does not appear to have a public code repository or a changelog, so I cannot verify this, but I'm also submitting this as a bug ticket to Zendesk.

Thanks very much for writing this, AJ.

1. As an Admin, use this API endpoint to call the list of scheduled deliveries for the instance. https://{{subdomain}}.zendesk.com/explore/admin/dashboard_schedules.json

I am having trouble finding the documentation for this endpoint. Can anyone point me in the right direction? It doesn't even include the 

/api/v2/

section the URI which I am used to seeing.

Hi Ryan McGrew excited to hear more about this when you have something to share. We'd definitely take advantage of these features, as we have articles that are "Release Logs" that are updated regularly and some users would like to find out when these updates are made.

A big +1 to this. We are in the process of creating a new ticket field to replace an old field (the old field was a single select, the new field is a multi select). We will want to update the reports to include the custom attribute which combines the data from the old field and the new field. It is very difficult to update the reports, as there is no way to filter the reports to see only those that include a field or attribute.