Understanding Race Conditions in Zendesk Ticket Updates
What is a race condition in Zendesk ticket updates?
A race condition in Zendesk ticket updates occurs when a ticket is updated by business rules and the API at the same time, leading to errors.
In Zendesk, every time a ticket is created or updated, all business rules run in a cycle. If a trigger updates a ticket using the API, the timing of this update is uncertain, which can interfere with other business rules. This unpredictability can cause inconsistent results and errors, making it a risky approach.
More related questions
Can I use a trigger and a webhook to update Zendesk tickets?
No, using a trigger and a webhook to update Zendesk tickets is not recommended. This approach can lead to errors due to race conditions, which occur when a ticket is updated by business rules and the API simultaneously. When a ticket is created or…
What are the risks of using triggers and webhooks in Zendesk?
Using triggers and webhooks in Zendesk can lead to race conditions, causing errors. This happens when a ticket is updated by both business rules and the API at the same time. In Zendesk, business rules run in cycles whenever a ticket is created or…
Why is using a webhook to update tickets not supported in Zendesk?
Using a webhook to update tickets in Zendesk is not supported due to the risk of race conditions. These occur when a ticket is updated by both business rules and the API simultaneously. When a ticket is updated, all business rules, including…
What alternatives exist for updating Zendesk tickets without using webhooks?
Instead of using webhooks, consider using a ZIS flow to update Zendesk tickets. This approach can help avoid the risks associated with race conditions. A ZIS flow provides a more stable solution for updating tickets, as it doesn't involve the…
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