Zendesk Integration: Stopped Creating Tickets After Form Submission

Hello, I have a form I setup that is a (2) part form.

The manager fills out form #1; https://form.jotform.com/250304900882149

Then HR fills out the 'assigned' form #2; https://form.jotform.com/250364166587161

The 2nd form is prefilled from the first form and contains a couple of extra fields. After HR submits the 2nd form they were assigned it should trigger (2) emails and the zendesk integration to create a ticket.

For some reason at some point today the Zendesk integration stopped creating tickets when the 2nd form is submitted.

Is there a trigger needed inside the workflow email or should the integration just 'work' when the last part of the workflow is submitted, in this example being form #2?

Thanks

Hi Rich,

Thanks for reaching out to Jotform Support. I’ll need a bit of time to look into this. I’ll get back to you as soon as I can.

In the meantime, let us know if there’s anything else we can help you with. 

No problem, thanks for taking a look for me. Basically I am not sure what triggers the zendesk integration to fire. I believe it should just fire upon the form submission but for some reason it stopped working on form #2 which is the last assigned form in the workflow.

Hi Rich,

The Zendesk integration should trigger automatically when the second form is submitted, as long as the integration is correctly set up. To narrow down why the Zendesk integration stopped creating tickets, can you check if any tickets are still being created in Zendesk or if it has completely stopped? If you manually submit Form #2 outside the workflow, does the integration trigger a ticket?

Additionally, in Form #2’s Integration Settings, does Zendesk still appear as connected, or does it need to be re-authenticated? Are the two email notifications from Form #2 still being sent, or did they also stop? Your answers will help determine if the issue is with the integration, form setup, or Zendesk itself.

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

Good questions;

• Zendesk is still working outside of jotforms and tickets are creating without issue.
• Zendesk account/pw hasn't changed and is working for other forms in our production environment
• If I submit a ticket from form #2 directly it is not triggering the ticket creation, it appears the manager email field isnt filled in since it gets that data from the form #1 on submission.
• I do not see any indication the integration is disconnected and reviewed the settings and didnt see anything alarming

1. I re-fired some test submissions from form #1, opened the assigned form #2 and submitted > I received 'both' email copies. Both copies look good and have the correct PDF templates. Ticket wasnt created w/Zendesk integration.
2. Removed integration, re-added on form #2 & configured accordingly
3. Submitted another test run from form 1, completed assigned form #2, both emails received but it still didnt create the ticket in Zendesk.

Its really odd because it was working through most of testing and stopped. Not sure if its something I changed or something broke elsewhere.

Hello Rich,

I’ll need a bit of time to look into this. I’ll get back to you as soon as I can.

Thanks for your patience, we appreciate it.

Hello Rich,

I have cloned both forms, and then prefilled the second form and tried to run the integration, and it worked fine from my end. The ticket was created, and you can check out my screenshot below for my result:

I also checked that you have both Zendesk Integration on both forms. Are you also trying to trigger a ticket in your first form? If no, can you try to remove that integration and just keep the integration on the second form and try to run it again?

Give it a try and let us know how it goes.

Its really strange.
So I did add the Zendesk integration on form #1 for troubleshooting late last week and it wouldn’t work on either form #1 or form #2 however this morning it was working on form #1 and was not working on form #2.
I remove the integration from form #1 and retested but it never fires on form #2.
I cloned form #2 and re-tested and the same issue.
Im going to clone form #1, make the changes it needs to look like form #2, add the integration and re-test.
Right now the issue is the Zendesk integration wont fire but its specific only to form #2.
Thanks
Rich Pierce
Systems Engineering Manager
Rich.Pierce@anchorpac.com<rich.pierce>
314-394-3713 (w)
314-343-6680 (m)
[cid:image001.png@01DB8126.F23F32D0]
</rich.pierce>...

Hello Rich,

I checked your form 2 and noticed that the hidden Manager Name and Email fields don’t have values assigned. Check out the screenshot below:

Also, their conditions were disabled, which prevents them from getting values. Check out the screencast below for the result:

Can you try to add a default value for these fields and test your form again? This is to see if it resolves the issue. After that, we can re-check their prefill connection with form 1 to see if the issue is still replicated.

Give it a try and let us know how it goes.

Oh my, thank you so much.
I was scratching my head over this. The rules on form #1 got disabled at some point which wasn’t copying the correct value data to form #2 which is a required field for the Zendesk integration.
I enabled the rules, verified the fields were prefilled in form #2 and its working now. I really appreciate your help, I was going cross-eyed trying to sort out my own mistake.
Thanks so much!
Rich Pierce
Systems Engineering Manager
Rich.Pierce@anchorpac.com<rich.pierce>
314-394-3713 (w)
314-343-6680 (m)
[cid:image001.png@01DB812D.F038B040]
</rich.pierce>...