Ticket data and product events data are not synced

App Platform
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1

Hi Team,

Greetings!

When a ticket is created and some data is altered by the automation rules,
the updated ticket data is not reflected ticket create product event.

Thank you.

2

Hi @Bene_Immanuel,

Not sure if I completely understand your questions.

When a ticket is created, the onTicketCreate event is triggered with the same data that’s used while creating the ticket.

If automation rules change some ticket properties based on some condition after the ticket is created, this will trigger the onTicketUpdate event. Refer to the docs for the conditions when this event will be triggered.

The product events on the app are triggered asynchronously from wherever and however the tickets are created and updated. So, the order cannot be expected to be sorted by created or updated time.

But, ticket updated quickly will not be combined with the ticket create event. It will always be a separate event trigger.

Does this answer your question? Or do you have some other ask?

3

Hey @Bene_Immanuel,

can only confirm @Raviraj - Ticket Create event is fired parallel to the automations.

There is the option to block automations for 30 seconds so that you know that serverless function is always first. So if you need to run serverless first, this could be the option to go for. But you need to keep in mind, that this could be disturbing for tickets, where agents are on the ticket directly after creation (e.g. phone tickets).
You’d need to contact FD support staff to get it activated.

The other way round ins not really possible OOTB, as to my knowledge.
As I had the same request a while ago I thought about some solutions:

  • If you change one of the standard ticket properties in automations, you can react on TicketUpdate event as @Raviraj explained.
  • If you don’t change any standard field in creation automations, the TicketUpdated event is not fired. Here I’d thought about a solution which uses external events, where you can trigger you serverless function via webhook in creation automations

So yes, kind of “mediocre” solutions - in the best of all worlds, Freshworks would give us the options to configure what happens when.
But it should cover your case I hope.

HTH, Tom