We have workflow automation configured to trigger webhooks when deal stages change. The webhooks fire correctly when deals are updated through the Zendesk Sell UI, but they don’t trigger when the same updates are made via the REST API.
Our workflow conditions are set to trigger on ‘Deal Stage Updated’ events. We’ve verified the API calls are successfully updating the deals (changes appear in the UI immediately), but the associated webhooks never fire. This is causing our downstream integrations to miss critical deal updates.
Is there a known difference in how workflow triggers handle API vs UI events in zs-2023? The webhook configuration doesn’t mention any restrictions on event sources.
We encountered this and found that webhook configurations have their own event source filters separate from the workflow triggers. Even if your workflow is set to run on API events, the webhook delivery settings might filter out API-originated events. Check the webhook configuration itself, not just the workflow conditions.
Another possibility - check if your API updates are including the ‘trigger_workflow’ parameter in the request. Some versions of the API require you to explicitly opt-in to workflow execution. Without this parameter, the system treats the update as a ‘silent’ change that bypasses automation rules to improve performance for bulk operations.
This is actually expected behavior in many CRM systems. Workflow triggers often distinguish between user-initiated actions (UI) and programmatic changes (API) to prevent infinite loops and unintended cascading automations. Check if your workflow has an option to include ‘API-initiated changes’ in the trigger conditions.