Can I use a trigger and a webhook to update tickets?

Question

I want to update tickets using a trigger or automation. The ticket attributes I want to update are not accessible using business rules. I can make the update successfully using the Support API. Can I have the trigger or automation notify a webhook that updates the ticket through the API?

Answer

No, this workflow isn't recommended or supported. Errors are likely when a ticket gets updated by business rules and the API at the same time. This creates a situation called a race condition.

Every time a ticket is created or updated, your business rules run in a cycle against that ticket. For instance, triggers fire and update the ticket if their conditions are met during the cycle. A cycle is the entire process of a ticket being checked against all your triggers.

When a trigger updates a ticket using the API, the update occurs at some indeterminate point in the cycle. Results vary based on when the ticket update happens in the cycle. The ticket update can affect whether other business rules fire.

Consider using Action Builder or a ZIS flow as an alternative to achieve a similar outcome.