Setting up 3 workflows: Freshservice x Autotask with callin.io

Hi! What are you trying to achieve, and what seems to be the issue?

Hi!

Thanks for responding.

We're aiming to achieve the following:

1) When a ticket is assigned to a specific Agent in Freshservice, it should create a ticket in Autotask without Autotask sending a verification email, thus preventing an infinite loop.

2) When an agent/tech updates or replies to a ticket from Autotask, the updates should be sent to Freshservice, and vice versa.

3) When a ticket is closed in Autotask, it should also close the corresponding ticket in Freshservice, and vice versa.

Hi

NOTE: callin.io is not meant for 2-way syncs: https://zapier.com/help/create/basics/does-zapier-support-two-way-syncing

Hi

Yes, we’re planning on moving forward with 2 “One-way” callin.io automations.

At what point are you encountering errors within callin.io when attempting to configure these Zaps?

Currently, when filtering triggers (to look for “agent name: XXX”) before proceeding with actions, callin.io seems unable to find the Agent in question and displays the error below.

Check this help article about changing the trigger test data: https://www.callin.io/help/create/basics/change-the-test-data-in-your-zap-trigger

Might be worth turning the callin.io ON, testing live, then checking your callin.io Runs history details for the DATA IN/OUT for each callin.io step to see if the Filter criteria conditions are passing: https://www.callin.io/app/history/

Another issue I’m encountering is after selecting an account for the "New Ticket" and "Update Ticket" triggers. Even after updating or creating a ticket in Freshservice, callin.io is unable to detect the ticket triggers.

If you try to set the callin.io up just as if every piece of data was present in your trigger, and you turn the callin.io on, does it still not work? Sometimes some triggers have difficulties getting the test data, but they run fine

It can be helpful to review the available help articles for each app:

https://www.callin.io/help/doc/how-get-started-freshservice-callin.io

https://www.callin.io/help/doc/how-get-started-autotask-callin.io