Tickets do not appear to be triggering your Zap
Zendesk uses a unique method to sort tickets. As a result, if you use the "Recent Ticket" trigger, only tickets that find their way into the "Recent Tickets" view in Zendesk trigger your Zap. This behavior can be confusing because it does not always match what you expect to see as "recent."
The easiest solution is to create a custom view for the tickets you want to trigger your Zap, then use the "New Ticket" trigger with that view. This removes the ambiguity of Zendesk determining what counts as "recent."
How to create a Zendesk custom view
To use Zendesk tickets as a trigger, create a new Zendesk view. This gives you flexibility over which tickets trigger your Zap.
After you log into your account, go to Admin > Views and click Add View.
Use the Zendesk view creator to create a view for the tickets you want to trigger on.
The formatting options are the most important part to get right for Zapier.
Choose the columns you want included in the view. Select the Order by dropdown menu, select ID, then select Descending. Your formatting options should look similar to the following:
When you are finished, click Create View. Now, when you select a Zendesk view for a Zendesk ticket trigger, your new view appears in the Zendesk view dropdown menu.
NoteIf you created your view while creating your Zap and it is not showing up, recreate the Zap to refresh your options.
Missing required fields cause the Create Ticket action to fail
If your Zap fills a required ticket field using only fields from the trigger, you may see errors when those trigger fields contain no data. For example, if you map the body of an email to the first comment on the ticket and an email without a body comes through, Zendesk prevents Zapier from creating the ticket.
To fix this, add static text along with the trigger fields. For example, adding "Original Email: " as a prefix for the first comment ensures that field is never empty.
Trouble connecting Zendesk Account/Authorization Failed
If you cannot connect your Zendesk account to Zapier, check that:
- You are connecting using a Zendesk user who is a Zendesk account administrator.
- You are using the latest version of the Zendesk app on Zapier.
If your connection still asks for an Account, Agent Email, and API Token instead, you are on an older app version. Zendesk is removing API token authentication by April 30, 2027. If you are using the older version, update to the latest version as soon as possible. Learn how to migrate your Zaps to the latest version.
Date is invalid error
Zendesk expects the date in ISO format: "2016-08-16". To fix this, there are two options:
- If you control how the date is formatted in the trigger, you can change it to the correct format at the source.
- If you do not control how the date is formatted in the trigger, you can use the Formatter app to convert the date to the format that Zendesk requires.
Custom fields you did not select are added to new or updated tickets
Zendesk Triggers may pick up and modify the ticket. In Zendesk, triggers are business rules that run immediately after tickets are created or updated. These triggers can have conditions that add custom fields to the ticket.
Extra tags you did not select are added to new or updated tickets
If Zendesk adds extra tags you did not select, check whether Automatic Ticket Tagging is enabled.
You see a 404 error when searching for a new sample with the New Ticket trigger
This happens when the selected View is no longer available. Select a new View, or recreate the View and reselect it, before you pull in a new sample.
Your search query does not find any tickets
If you search by description using a partial word, the Zendesk search looks for an exact match and does not return partial-word results. For example, if a ticket has the description "This is a ticket" and you search for "This is a tick", the search finds no matches, even though searching "This is a" does find that ticket.
A requester is not receiving email notifications of newly created tickets
Check whether the requester has email notifications enabled in their Zendesk account. A requester selected in a Create Ticket action template only receives Zendesk's "Request Received" emails if those notifications are enabled.
Zap is sending "Request Received" emails to the connected Zendesk account instead of the selected requester
Make sure both the Requester Name and Requester Email fields have values. If only one field has a value, Zapier defaults to the connected Zendesk account email.