Test and troubleshoot the Zendesk Zaps
Test every Zap on a ticket of your own before a customer sees it, then fix the five problems support teams meet most.
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Test each Zap on a test ticket with a requester at an @example.com address, with every comment set to internal until you're sure. Most problems are a ticket the search can't find, a comment posted publicly, a PDF link used too late, tags replaced instead of added, or a status your Zendesk doesn't use.
Last reviewed by the QuoteCloud team
How do I test the Zendesk Zaps?
- 1
Make a test requester
A Zendesk user and a QuoteCloud contact at an @example.com address you control.
- 2
Open a test ticket
Tag it the way your agents will, such as quote_request or quote_sent.
- 3
Set comments to internal
While testing, set every comment's public field to No, even the ones you'll make public later.
- 4
Run each event
Create, open, comment on, sign and let expire a test quote, so each trigger has fresh test data.
- 5
Check both apps
Look at the ticket and the document after each run, then make the public steps public and turn the Zaps on.
The usual problems, and the fix
No ticket found
Find Tickets searched on a value the ticket doesn't have. Check the requester's email matches the quote's recipient, the tag was added, and "not solved" isn't hiding the ticket. Or keep the ticket ID in a data item.
A note went public
The comment's public field was left as Yes or blank. Set it to No in every step that should be internal, and test on a test requester.
The PDF wouldn't attach
The link from Generate or Fetch Document PDF Link is short-lived. Put Attach File to Ticket straight after it in the same Zap, and don't add a delay between them.
Tags disappeared
Update Ticket's Tags field sets the whole list. Use Additional Tags to add one and Remove Tags to take one off.
Wrong ticket updated
The customer had two open tickets. Search on a tag that only quote tickets carry, or use the ticket ID data item, and let the Zap stop when it finds more than one.
Ran too early
Recipient Signed Document fires for each signer. Use Document Signing Complete when every signer must have signed before the ticket is solved.
What a good test leaves behind
After one full run on a test ticket, you should see each Zap's work in order: the internal note when the draft was ready, the note for the first view, the reply and status for the signature, and the signed PDF.
If anything is missing, open the Zap's history in Zapier: it shows which step stopped and the data it had.
Check the field mapTicket #4182 · via EmailAdd 15 seats for our second clinic
Solved-
DW
Dana WhitcombeMossbank Health PartnersPublic reply
We open our second clinic on 16 Nov. Could we add 15 seats for the team there, and what would it cost?
Mon 9 Nov, 9:12 am
-
PD
Priyanka DuttCustomer successTicket update
Tag quote_request added
Mon 9 Nov, 9:40 am
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ZapQuoteCloudInternal note
Draft PW-2451 (15 extra seats) is ready in QuoteCloud for Priyanka to check and send.
Mon 9 Nov, 9:41 am · Added by a Zap
-
PD
Priyanka DuttCustomer successPublic reply
Hi Dana, the quote for 15 seats is in your inbox. You can change the seat count before you sign.
Mon 9 Nov, 10:05 am
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ZapQuoteCloudInternal note
PW-2451 first viewed by Dana Whitcombe.
Mon 9 Nov, 11:30 am · Added by a Zap
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ZapQuoteCloudPublic reply
Thanks Dana, PW-2451 is signed. Your 15 seats go live within one business day. Status set to Solved.
Tue 10 Nov, 8:50 am · Added by a Zap
-
ZapQuoteCloudInternal note
Signed copy of PW-2451 attached.
PW-2451 signed.pdf
Tue 10 Nov, 8:51 am · Added by a Zap
Illustration with sample data: a generic help desk ticket, not Zendesk’s screen.
Test it with a free trial
QuoteCloud's Zapier app is on the Essentials plan and up. Start a free 14-day trial and run every Zap on a test ticket first.
Why keep test data fictional?
Zapier tests run against your real accounts. A test of Create Document makes a real document in QuoteCloud, and a test of Update Ticket with a public comment emails the requester. A test requester at an @example.com address can't receive anything by mistake.
Delete or archive the test documents afterwards. QuoteCloud's Zapier app has an Archive Document action if you'd rather do it in a Zap.
- Documents created in tests through Zapier count as documents created through Zapier: keep tests few.
- Keep a test view in Zendesk for tickets tagged test, so they don't reach your queue.
Troubleshooting questions
Why can't my Zap find the Zendesk ticket?
Usually the search used a value the ticket doesn't have: a different requester email, a tag that wasn't added, or a status filter that hides it. Check the trigger's test data and the ticket side by side, or keep the ticket ID in a data item and map it directly.
How do I stop a Zap posting a public reply by mistake?
Set the public field in each comment step: Should the Comment be public? in Add Comment to Ticket, Should the new Comment be public? in Update Ticket. While testing, set them all to No and use a requester at an @example.com address.
Why did the signed PDF not attach to the ticket?
The link from Generate or Fetch Document PDF Link is short-lived. Attach File to Ticket must come straight after it in the same Zap. If you saved the link and used it later, fetch a fresh one in the step before the attach.
Do test runs cost anything in QuoteCloud?
Only tests that create documents. A test of Create Document makes a real document, which counts as a document created through Zapier for the per-document fee. Tests of Zaps that only write to Zendesk carry no QuoteCloud fee, though they use Zapier tasks.
More on QuoteCloud and Zendesk
Five use cases with the exact Zapier steps, then how to connect, test and what it costs.
- Turn Zendesk tickets into quotesTag a ticket asking for an upgrade or extra seats and a Zap drafts the quote, with an internal note when it's ready.
- See quote status on the Zendesk ticketViews as internal notes, the signature as a public reply, and the ticket solved when every signer has signed.
- Quote repairs and call-outs from Zendesk ticketsOut-of-warranty repairs and paid call-outs: the signed approval is attached to the ticket and handed to the workshop group.
- Renewals and add-ons from the help deskAn expired or lost renewal quote opens a ticket for account management, so support-led revenue isn't left in an inbox.
- Route quote comments to Zendesk ticketsA customer's comment on the quote lands on their ticket as an internal note and reopens it for the agent.
- Connect Zendesk to QuoteCloud, step by stepCheck the plan, connect QuoteCloud and Zendesk in Zapier, build the first Zap and choose internal or public.
- Zendesk to QuoteCloud field mapEvery field the Zendesk Zaps on this site pass, which way it travels and a sample value.
- What QuoteCloud with Zendesk can and can't doWhat the Zaps do, where they stop, Zapier or Make, and what we haven't confirmed yet.
- What the Zendesk connection costsEssentials and up for Zapier, plus a fee per document a Zap or the API creates.
- FAQAnswers to the questions support and account teams ask before connecting QuoteCloud and Zendesk.
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