With the new Zendesk Sunshine integration, some internal mechanics have changed compared to the old classic Zendesk integration. We would therefore like to alert you to a few important points to avoid any unexpected behavior in your views, triggers, forms, and especially your Zendesk tickets.
🧩 1. Condition “Ticket updated”
Shortly after a ticket is created, our system updates it via the API (to add Wax-specific information). This means that any condition or trigger based on the image below will potentially be executed immediately.
We therefore recommend that you :
Check your existing triggers and views.
Avoid using this condition without restriction, or, failing that, add an exception such as tags, as shown below.
👀 2. Custom Zendesk views
If you were using the old Zendesk integration and had views dedicated to Wax, you will need to make a slight change to them so that they can continue to function.
Before: your views were often based on a condition linked to the Wax integration app.
Now: you need to replace this condition with a check for the presence of the wax tag.
This will allow your views to continue displaying tickets from Wax correctly.
🔄 3. Self-assignment of tickets
Some Zendesk triggers can automatically reassign tickets (often to a specific agent or group). With the Sunshine integration, this logic may conflict with the automatic updates we perform.
Recommendations :
Check for the presence of a wax tag and/or restrict the condition Ticket > Ticket | Is | Updated.
🧾 4. Incomplete ticket forms
In most cases, this is due to an incomplete Zendesk form—some required fields are missing.
➡️ Please note: We use your default form in Zendesk. If any fields are missing from this form, the corresponding information will simply not be visible in the interface. You may want to check that the mapping between contact attributes and Zendesk fields exists in your ZendeskSunshine integration settings on Wax.