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.
Question
webhook and thread w/in one automation
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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