Zendesk Ticket Search

[wes@virtualbluemonitoring]

Hi - I am attempting to build a workflow to take webhooks and categorize them into tickets in Zendesk. I need Pabbly to search all open tickets within Zendesk to see if there is already a ticket open with that unique ID. Everything I read is telling me that I should be able to enable the search feature and have it search all tickets that are not solved ("status<solved") but it isn't accepting it. When I go to mapping and enter this it won't find the ticket. Then if I switch it back to the drop-down, I can only select one status at a time. It would be extremely inefficient to have to build one workflow for each status.

Is there a way to have it search all open tickets?

 

[ArshilAhmad]

Hi @wes@virtualbluemonitoring,

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You can enable mapping and remove the status entirely. This will help you search for tickets of all statuses. You can then add a filter to the workflow to ensure that the next steps are not executed if the ticket status is set to 'Solved'.

 

[wes@virtualbluemonitoring]

Hey Arshil -

I did what you suggested but when I removed the status, it returned no results when a test run was done. When I refresh and add the "open status" back into the mix, it does find the ticket.

 

[ArshilAhmad]

Could you please enable your workflow and make a test submission? Kindly avoid making any changes to the workflow before the test submission.

 

[wes@virtualbluemonitoring]

Done. Two went through.

 

[ArshilAhmad]

It seems you made a submission using a Ticket ID that didn't exist in your Zendesk account. Please make the submission using a Ticket ID that already exists in your Zendesk account. Now that '68400' has been created, you can use this ID for the test submission.