Freshdesk Product Events are not triggering for Scenario Automations

[Durga_Devineni]

Hey Community,

I have built an Serverless app, which push the data to Fivetran webhooks whenever ticket is created, updated and conversation is created.

Whenever Agents runs the Scenario Automations to updated the Ticket Properties, OnTicketUpdate product event is not triggering but OnConversationCreate product event is triggering.

Customer created a Scenario Automation called Bulk close and complete BACs that update the Status of the ticket to Resolved along with few custom field values and add 2 private notes to the ticket. Whenever Agents runs this Scenario Automations to updated the Ticket Properties, OnTicketUpdate product event is not triggering but OnConversationCreate product event is triggering.

[Thakur_Ganeshsingh (Thakur Ganeshsingh Thakur)]

Hi @Durga_Devineni ,

Apologies for the delayed response as I was preoccupied.

Here is a quick note on “onTicketUpdate” Event.

1. The onTicketUpdate event is not triggered when:
   1.1 The tags associated with the ticket are modified.
   1.2. The custom fields configured for a ticket in the Freshdesk system are modified.

2. When the agent assigned to the ticket replies or adds a note, the onConversationCreate event is triggered instead of the onTicketUpdate event.

Regards,
Thakur