Zoho Desk alerts aren't posting

A ticket was created or changed in Zoho Desk, but no alert shows up in the channel you picked.

Fix it

• Check the connection. In Workspace settings → Integrations → Support, Zoho Desk should say Connected. If it says Needs reconnecting, someone removed Freesbe under Connected Apps in Zoho, or the person who connected it left the help desk: click Reconnect.
• Check the webhook. If Zoho Desk’s card says Freesbe couldn’t add its webhook, the person who connected it isn’t a Zoho Desk administrator. Click Disconnect, then connect again as an administrator. In Zoho Desk, Setup → Developer Space → Webhooks should list one named Freesbe, turned on. If someone deleted it, reconnect and Freesbe adds it again.
• Check the alert is on, and takes that change. An alert marked Off doesn’t post. Open Edit from its ⋯ menu and check Alerts to post includes it: a customer’s email on a ticket needs Customer replies, a ticket being closed needs Status changes, closed and reopened tickets.
• Check the department. An alert for one department leaves out tickets in the others, and a ticket moved to another department follows its new one.
• Agent answers don’t post. Customer replies are what customers write. Your agents’ answers and private comments stay in Zoho Desk.
• Check who connected it. Freesbe sees only the tickets the connecting person can see. Reconnect as an administrator to cover every department.
• Was it before the alert? Alerts start with what happens after you add or turn on the alert. Older tickets aren’t posted.
• Check the channel. Alerts don’t post into an archived channel. Use Send a test alert: if it says the channel is archived or gone, edit the alert and pick another.

See Zoho Desk.