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WORKFLOW - TICKET UPDATE FROM ZOHO - PABBLY - OUR OWN SYSTEM

potb

Member
Your Task History ID
IjU3NjYwNTZhMDYzZTA0MzI1MjZiNTUzMDUxMzci_pc
I have my own ticketing system and connected it to Zoho Desk using Pabbly. I set it up through a webhook in Pabbly (as shown in the attached image), which then connects to Zoho Desk to find a contact.


  • If a contact exists, it creates a new ticket in Zoho Desk with the details from my system.
  • If no contact is found, it creates a new account first and then creates a new ticket with the same details.

This setup is currently working well.


Now, I need assistance in configuring the integration so that both outgoing and incoming threads are synced. Specifically:


  • When a ticket in Zoho Desk is updated or replied to (incoming or outgoing), the update should be sent back to my system.
  • I already have the API from Zoho, as replies are handled there, but I need guidance on how to properly implement this syncing process.

What to use in app event? Should I Update Ticket or List All Thread

1755751619023.png

1755750955496.png
 

Preeti Paryani

Well-known member
Staff member
Hello @potb,

Thanks for sharing the details. To push updates back into your system, you’d generally use the Update Ticket action. However, to guide you correctly, please confirm:
  • What trigger are you using?
  • Where is the webhook set up to capture these updates?
If you already have a workflow, please share it and provide us by stating this in your next reply: “You can access my Connect account and make changes if necessary,” so we can review and assist you further.
 
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