Tickets not closing

[paulobernardoaf]

Hey guys, the ticket closure on RapidPro is not working when solving it on Zendesk.
After some analysis, I've found out that the language that is configured on Zendesk matters for the triggers variables, but that's still not the cause of the problem.
For example, by default my Zendesk came in Portuguese, and the json body that was sent to rapidpro was:

{
  "event": "status_changed",
  "id": 55,
  "status": "Resolvido" // mailroom is expecting 'Solved' here
}

Even after changing the language, we still can not close a ticket.

Calling the mailroom endpoint directly ( /mr/tickets/types/zendesk/target/7d3f42b0-154a-4a44-87da-87e3a0a948ec ) using Postman, the ticket is always successfully closed.

I've been able to close the ticket, but not consistently, when removing the placeholder variables and fixing values there.

[rowanseymour]

Huh well that's weird... I'm reading on https://support.zendesk.com/hc/en-us/articles/203662156 that we also can't disable that translation of placeholder values for the HTTP target.

I've asked them if there's any workaround https://support.zendesk.com/hc/en-us/articles/203662156/comments/1260800720049

[paulobernardoaf]

Even sending the correct values in English, the closing interaction does not work consistently on the Zendesk side. I was able to close it after changing the id field for the corresponding id of the ticket that was going to be closed, and even with that, there is no consistency.

Is this happening with you guys also? Have you been able to replicate it?

[matmsa27]

Hi @rowanseymour this behaviour happens with you on Zendesk -> Rapidpro?

[rowanseymour]

Sorry we don't currently have any active Zendesk users so I still need to setup an integration on my local instance to say what is happening

I guess this is all part of the motivating factor for developing ticket handling functionality within RapidPro - the integration with Zendesk, relying on correctly configured triggers, targets on their side, has always felt a bit fragile.