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Zendesk troubleshooting guide
Zendesk troubleshooting guide
Christian Dreyer avatar
Written by Christian Dreyer
Updated over 7 months ago

Summary

  • Main integration syncing tickets to Planhat

    • Tickets can only be synced in if they can be mapped to an End User (via email address); new End Users can be created from tickets if necessary

    • The manual fetch goes back 6 months and does not include solved/closed tickets

  • Viewing Planhat customer info in Zendesk (optional extra app)

    • Ensure you have correctly set up the app, including the API token

    • Info will only show if the requester exists as an End User in Planhat

Who is this article for?

  • Planhat users who need technical help troubleshooting the Zendesk integration

Series

Article contents

Introduction

In our main article on the Zendesk integration, we talked through how you can easily sync your tickets data into Planhat, and how you can optionally also use the Planhat app from the Zendesk Marketplace to display Planhat data on your tickets in Zendesk.

While generally, the setup will go very smoothly, occasionally you may have questions about why you're not seeing something you expected.

In this article, we take you through quick troubleshooting steps. The majority of the time, these will resolve any questions or issues you may have, but if you do need further assistance, please reach out to our amazing Support team via the in-app chat, or speak to your CSM or TAM.

Troubleshooting the main Zendesk ticket integration

Missing a ticket?

  • Tickets are only synced in if they can be associated with an End User and Company in Planhat. This matching works via the requester's email address

    • If the exact email address can't be found in Planhat, an End User can (optionally) be created automatically if the email domain is associated with a Company in Planhat, and then the ticket can be synced in. This works via the "Related Domains" property, which you can view on each Company Profile

    • If the ability to create new End Users in this way is disabled in your Planhat tenant, or the requester email has a domain not associated with a Company in Planhat, the ticket will not be saved

    • This also means that if the ticket was created by an internal user (you and your colleagues, rather than your customers), the ticket will not be synced in

  • If you've just done the initial historical sync and a ticket is missing:

    • Check the age of the ticket: in this manual fetch, Planhat will only sync tickets created or updated in the last 6 months

    • Check the ticket status: tickets that are already solved or closed will not be included in the manual historical sync

Issue with tickets syncing in general?

  • If you're experiencing difficulties with all tickets syncing into Planhat (rather than just one or two missing tickets), check the setup within Zendesk

    • The Zendesk integration needs a specific trigger and webhook. (The trigger detects when a ticket is updated/created in Zendesk, and the webhook is that object with the URL where the event is going to be saved.) These are automatically set up on the Zendesk side when the Planhat Zendesk integration is set up.

    • Check whether these have been disabled - enable them if so

  • If you're making significant changes to the configuration (e.g. you initially connected your Planhat tenant to a Zendesk sandbox, and now want to connect it to a different Zendesk instance) and need any help, please reach out to your TAM or CSM, or our Support team

Field values not syncing?

  • If the tickets themselves are syncing into Planhat, but the values of certain fields (which you set up in the custom field mapping section) are not:

    • For Zendesk system/default fields, make sure the language in Zendesk is set to English. (This is required because of an issue where the field name sent to Planhat via the Zendesk API is in the user language, but the field name sent to Planhat via Zendesk webhooks is in English, potentially causing a mismatch)

    • For ticket status, use the Zendesk system/default field "status". If you try to sync in a Zendesk custom field (e.g. "Ticket status") instead, the values may not be synced to Planhat due to a Zendesk issue where data is missing (although you may find that other custom fields sync in correctly)

Troubleshooting the Planhat Zendesk Marketplace app

Can't see customer info for some Zendesk tickets only?

  • If you can't see the Planhat customer information for specific Zendesk tickets only, check whether the requester actually exists as an End User in Planhat - if they don't, no information can be retrieved. If they have only just been added to Planhat, refresh your ticket view in Zendesk

Can't see any customer info in Zendesk?

  • If you can't see any Planhat customer information in Zendesk (for all tickets), ensure you have correctly set up the API token in Planhat (via a Service Account), assigned it the necessary permissions, and pasted it into the app

  • Reach out to your Planhat TAM/CSM or our Support team if you need help with this

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