Dave Longley Posted March 9 Share Posted March 9 I have created an auto-task that currently raises a ticket successfully in Zendesk, updated the ticket reference timeline (hornbill) with the Zendesk ticket ID, and then places the ticket (hornbill) on hold. What I am struggling to get working is that when the agent resolves the ticket in Zendesk, the last update doesn't get added into my Hornbill ticket timeline and the Hornbill ticket should get taken off hold. I have set a decision node that looks for the status = solved in Zendesk in order to progress: Below is the first two nodes which works fine as Zendesk returns the ticket ID in the timeline: below are the decision criteria: Any help would be appreciated. Link to comment Share on other sites More sharing options...
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