It appears we cannot execute a webhook AND a thread in a single automation. We have a scenario where we need to do both. However, if the ticket is created in the portal then only the first one executes - so if webhook is first it works and the email doesn’t send, and if the thread is first, then the webhook doesn’t execute.
note - both execute just fine if the ticket is created directly w/in freshdesk.
Solved
webhook and thread w/in one automation
Best answer by mahendarsingh
Hi Team,
The issue where only the first action executes for portal-created tickets may be related to how the automation rules are set up. Automation rules should be checked for order and any conflicting configurations.
Ensure the actions are structured correctly, and no conditions are prematurely halting execution.
Webhooks run asynchronously. If you’re encountering issues where one action blocks the other, verify that there are no conflicts or updates interrupting automation execution. If necessary, adding a simple action like tagging the ticket in addition to triggering the webhook can help verify if the rule is executing properly.
If the above does not resolve the issue please feel free to write us at support@Freshdesk.com.
Thank you
It seems like a tricky scenario! Since both the webhook and thread work fine when the ticket is created directly in Freshdesk, the issue could be with how the portal triggers automations. Try adding a delay or condition to sequence the actions, ensuring they don’t conflict. If that doesn't help, Freshdesk support might have more tailored solutions for handling this.
Thanks MichaelRobert. I haven’t done a delay yet - but will try that. Agree it is linked to the portal and how it triggers. Will look into the delay option. Also, going to open a ticket as this is clearly a bug.
turns out that any automation that attempts to use both a webhook and send an email fails if executed outside the FreshDesk application (so portal, email, etc all fail).
We will likely need to open a ticket (it’s that or refactor all our automation to change it to continue to the next automation - right now it executes the first match then exits
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- Answer
Hi Team,
The issue where only the first action executes for portal-created tickets may be related to how the automation rules are set up. Automation rules should be checked for order and any conflicting configurations.
Ensure the actions are structured correctly, and no conditions are prematurely halting execution.
Webhooks run asynchronously. If you’re encountering issues where one action blocks the other, verify that there are no conflicts or updates interrupting automation execution. If necessary, adding a simple action like tagging the ticket in addition to triggering the webhook can help verify if the rule is executing properly.
If the above does not resolve the issue please feel free to write us at support@Freshdesk.com.
Thank you
+14- Top Contributor ⭐
It appears we cannot execute a webhook AND a thread in a single automation. We have a scenario where we need to do both. However, if the ticket is created in the portal then only the first one executes - so if webhook is first it works and the email doesn’t send, and if the thread is first, then the webhook doesn’t execute.
note - both execute just fine if the ticket is created directly w/in freshdesk.
Nvm
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