Resources · Zapier integration

Onsite Support Zapier integrationAutomate Onsite Support with Zapier.

The Onsite Support Zapier integration gives you 5 triggers, 5 actions and 5 searches. Tickets, topics, comments, companies and users can start Zaps, be created by them, or be looked up mid-run. Here is what each one does, what it costs and what breaks.

See the 15 operations

Verified Trustpilot reviews · AI, automation & growth agency

Overview

What the Onsite Support Zapier integration does

Onsite Support is a web-based help desk: tickets, topics, comments, users and companies in one place. Connected to Zapier, it works in both directions. New items can start automations, other tools can create tickets, topics, comments and users in it, and a Zap can look up existing records before it writes.

Three results worth building. A support inbox that reaches your team: New Ticket starts a Zap that posts each ticket in your team chat, so nobody has to keep the help desk open all day. Tickets from anywhere: a contact form or a CRM can open a ticket through Create Ticket, without copy-paste. A user base kept in step: Create User adds each new customer from your shop or CRM, and Find User checks first that the person is not already there.

What Zapier does not do here. All five triggers are polling triggers, so a new ticket is spotted at Zapier's next check, not the second it arrives. No action updates, closes or deletes a ticket: Zapier creates, comments and votes, nothing more. And the searches only find; none of them can create the missing item on the fly, so a find-then-create flow takes two separate steps and a paid plan.

If your project needs a ticket closed or reassigned automatically, this integration will not get you there. If it needs tickets and users to flow in from other tools, and alerts to flow out, it fits. For a view of the platform, read our Zapier review, and if you would rather have it built for you, our Zapier agency does that.

Vocabulary

Zapier vocabulary, in one minute

Eight Zapier words come back on this page. Here they are, once each.

Zap
The automation you build on Zapier: one starting event, then one or more steps that run every time that event happens.
Trigger
The event that starts the Zap; once the Zap is on, Zapier waits for it. Onsite Support offers five, from new tickets to new users.
Action
What the Zap does once started: the step that creates or changes something. Here, a ticket, topic, comment, user or vote.
Task
What Zapier bills: one action completed successfully. Plans count tasks, never triggers or checks.
Polling vs instant
Zapier checks a polling trigger on a timer and keeps only new items. An instant trigger is pushed by the app itself. All five here poll.
Filter
A step that lets the Zap go on only when the incoming data meets your condition, and stops it otherwise.
Search step
A step that looks up a record that already exists, a user or a ticket, so the next steps can use what it found.
Multi-step Zap
Any Zap beyond one trigger and one action. A filter, a search or a second action makes one, and it then needs a paid plan.
Cost

What an Onsite Support Zap really costs

Onsite Support is not a premium app, so it works on the free plan. You pay in tasks, and the trigger never costs one.

  • Free plan100 tasks per month
  • Free plan ZapsTwo steps: one trigger, one action
  • Onsite SupportNot a premium app
  • Onsite Support triggers5 polling, 0 instant

Each action that succeeds counts as a task: one ticket created, one comment, one user, one vote. An action that fails is not billed, and Zapier checking Onsite Support for new items costs nothing, however often it looks. The free plan only builds two-step Zaps. Once you add a search to find a user, a filter to keep only urgent tickets, or a second action, the Zap is multi-step and needs a paid plan. All five triggers are polling triggers, so your plan also sets how fast a ticket is picked up.

Connect

Connect Onsite Support to Zapier

  1. 01

    Open the Apps page

    In Zapier, go to the Apps page of your account and click + Add connection. A connection is your Onsite Support account linked once, then reused by every step that uses it.

  2. 02

    Pick Onsite Support

    Search Onsite Support by name in the dialog, select it, then click Add connection. The sign-in itself then happens in a new tab, on the Onsite Support side.

  3. 03

    Sign in and grant access

    Log in to Onsite Support and allow Zapier in. You need your own account, plus read or write access on any ticket, topic or user you do not own and want the Zap to touch.

First Zap

Your first Onsite Support Zap

GoalEvery new Onsite Support ticket that matches your condition is posted in the support team's channel.

  1. 01

    Build: start from Onsite Support

    Create a Zap, choose Onsite Support as the starting app and New Ticket as the event. Select the connection you set up a moment ago.

  2. 02

    Test the trigger

    Run the test. Zapier brings back the three most recent tickets of your account, so the next steps are built on a real ticket instead of a guess.

  3. 03

    Add the filter

    From the plus icon, add a Filter step: the field to look at, the rule, the value, based on what the test returned. The Zap becomes multi-step and needs a paid plan.

  4. 04

    Add the message

    Add your messaging app as the action and write the alert with the ticket details Onsite Support returned, so the agent can open the right ticket.

  5. 05

    Test, then publish

    Test each step once and read what came back. When the message reads right, click Publish to switch the Zap on. From then on, every matching ticket reaches the channel.

Triggers

Onsite Support triggers in Zapier

5 events start a Zap when something happens in Onsite Support. Zapier checks for them at the interval your plan allows.

1

New Comment

Polling trigger

In Zapier“Triggers when a new comment is created.”

Starts a Zap each time a comment is created in Onsite Support. That covers the replies that move a conversation along, so the next step can pass them to whoever follows the thread outside the help desk.

How it fires
Zapier goes and looks at regular intervals, and how often depends on your plan: every 15 minutes on the free one
When to use it
the account manager wants to see customer replies in the CRM timeline without logging into the help desk.
Watch out
if the same Zap also uses Create Comment, it can set itself off again and again; keep those two apart.
2

New Company

Polling trigger

In Zapier“Triggers when a new company is created.”

Fires when a company is created in Onsite Support. It is the hook for keeping your account list aligned elsewhere, since every organisation added on the support side can be copied to the tool your sales or finance team uses.

How it fires
Zapier goes and looks at regular intervals, and how often depends on your plan: every 15 minutes on the free one
When to use it
your CRM should hold every customer company that support knows about, with no manual double entry.
Watch out
only companies created after the Zap is published travel; the existing list needs a separate import.
3

New Ticket

Polling trigger

In Zapier“Triggers when a new ticket is created.”

Runs a Zap for every new ticket opened in Onsite Support. It lets a ticket show up where the team already works: chat, task board or spreadsheet.

How it fires
Zapier goes and looks at regular intervals, and how often depends on your plan: every 15 minutes on the free one
When to use it
your team lives in a chat tool and new requests should land there without anyone refreshing the help desk.
Watch out
on the free plan a ticket can wait up to 15 minutes before the alert leaves, so do not use this Zap as an urgent pager.
4

New Topic

Polling trigger

In Zapier“Triggers when a new topic is created.”

Kicks off a Zap when a topic is created in Onsite Support. The product team can then follow what users raise there without opening the help desk.

How it fires
Zapier goes and looks at regular intervals, and how often depends on your plan: every 15 minutes on the free one
When to use it
product managers want each new idea logged in their roadmap tool or spreadsheet for triage.
Watch out
a Zap that uses Create Topic in the same account can feed this trigger and loop; check which topics each Zap writes.
5

New User

Polling trigger

In Zapier“Triggers when a new user is created.”

Each user created in Onsite Support starts this Zap. Whether the person signed up themselves or an agent added them, the next step can welcome them, tag them or copy them to your marketing list.

How it fires
Zapier goes and looks at regular intervals, and how often depends on your plan: every 15 minutes on the free one
When to use it
every new help desk user should also appear in your newsletter tool.
Watch out
combining this trigger with Create User in the same account can loop; Zapier will not stop that for you.
Actions

Onsite Support actions in Zapier

Onsite Support gives you 5 actions. For each one: what it does for you, when to reach for it, and what to watch out for.

1

Vote for a Topic

Action

In Zapier“Adds or removes a vote for a topic.”

Adds or removes a vote on a topic. It needs the topic's Item Id and a Value that says which way the vote goes.

When to use it
a request logged by sales in the CRM should count as a vote on the matching topic.
Watch out
the Item Id comes from New Topic or Find Topic, never from memory, so plan that step first.
2

Create Comment

Action

In Zapier“Creates a new comment.”

Adds a comment with the content you set. An Is Private option lets you keep it internal rather than visible to the customer.

When to use it
a status update from your bug tracker should be noted in the help desk for the agents only.
Watch out
keep Is Private in mind on every Zap; a note meant for agents can otherwise reach the customer.
3

Create Ticket

Action

In Zapier“Creates a new ticket.”

Opens a new ticket in Onsite Support from data that arrives elsewhere. You give it a title, the content, an ownership and an object type.

When to use it
a contact form on your site, or an email parser, should feed the help desk without an agent retyping each request.
Watch out
all four of those fields are required, so map or fix each one before testing.
4

Create Topic

Action

In Zapier“Creates a new topic.”

Publishes a new topic, with a title, content, a type and an ownership, so a discussion or an idea appears in Onsite Support.

When to use it
feature requests collected in a survey tool should land as topics customers can see and vote on.
Watch out
a Zap that writes topics and also listens to New Topic in the same account can loop on itself.
5

Create User

Action

In Zapier“Creates a new user.”

Adds a person to Onsite Support from an email and a full name, both required.

When to use it
each new customer in your shop or CRM should already exist in the help desk before they write in.
Watch out
run a Find User step first if the same person can arrive twice; this action does not check for an existing user on its own, and the search makes the Zap multi-step.
Searches

Onsite Support searches in Zapier

5 search steps look for data that already exists in Onsite Support, so a later step can use it.

A search step looks up something that already exists in Onsite Support and hands it to the steps that follow. In the editor, searches sit at the bottom of the action list, under SEARCH. Some fields also offer + Add search step, which inserts one just before and wires the result in. Each search makes the Zap multi-step, and how close the match must be is decided by Onsite Support, not Zapier.

1

Find Article

Search

In Zapier“Finds an existing article.”

Looks up an existing article in Onsite Support so a later step can quote or link it.

When to use it
a chatbot or a form answer should point the customer to the help article that already covers their question, picked up mid-Zap.
Watch out
if several articles match, the default keeps only the first one, so check the setting above.
2

Find Object by Id

Search

In Zapier“Finds an object.”

Fetches one object straight from its Object Id, the only field it asks for. Handy when an earlier step already carries that identifier.

When to use it
a trigger hands you an id and the next step needs the full record behind it.
Watch out
without an id from an earlier step there is nothing to search with; this is not a free-text lookup.
3

Find Ticket

Search

In Zapier“FInds a ticket.”

Finds an existing ticket so the Zap can work with it, for example to comment or to report on it.

When to use it
a message from the customer in another tool should be matched to the ticket already open about it.
Watch out
no action edits a ticket, so what you do with the result happens in comments or in other apps.
4

Find Topic

Search

In Zapier“Finds an existing topic.”

Retrieves an existing topic, which is mostly useful to get the Item Id that Vote for a Topic needs.

When to use it
a customer request arrives from sales and must be counted as a vote on the matching topic.
Watch out
leave the no-result setting on its default if the vote must not happen without a topic.
5

Find User

Search

In Zapier“Finds an existing user.”

Checks whether a person already exists in Onsite Support and returns them to the following steps.

When to use it
before Create User, so a customer who comes back through your shop is not added twice.
Watch out
since no find-or-create is offered, switch the no-result setting on, then put a filter before Create User so only people not found get created.

The three settings every search exposes

  1. Successful if no search results are found?
    Left on its default, a search that finds nothing stops the Zap there and skips the steps that depend on it. Switched on, the Zap carries on empty-handed.
  2. Create X if it doesn't exist yet?
    This box turns a search into a find-or-create on apps that offer it. Onsite Support offers none, so creating the missing item takes a separate action.
  3. If multiple search results are found?
    Three ways out when several items match: keep the first one, which is the default, stop the Zap, or hand all of them on at once.
When it breaks

When an Onsite Support Zap breaks

Zapier links no help article to Onsite Support, and no Onsite Support-specific limit is documented. What breaks comes from Zapier's own rules and from how the operations fit together.

Six cases to know before the Zap handles real tickets. For step-by-step fixes, our Zapier troubleshooting page goes further.

  • Old tickets never come through

    A Zap only reacts to what happens after you publish it. Tickets, users and topics already in Onsite Support are ignored, and moving them is a separate job.

  • A create action feeds its own trigger

    Create Comment with New Comment, Create Topic with New Topic, Create User with New User: in the same account, the Zap can set itself off again and again.

  • A search that finds nothing stops the Zap

    Left on its default, an empty search halts the run and the steps after it are skipped. Switch the setting on when an empty result is normal.

  • Vote with no Item Id

    Vote for a Topic needs the topic's Item Id. Without a trigger or a Find Topic step to provide it, the action has nothing to vote on.

  • A bulk import gets held back

    When a trigger suddenly returns a huge batch, after an import or a migration, Zapier's flood protection can hold the run back.

  • No double run on polling

    On a polling trigger, Zapier remembers what it has already seen, so the same ticket does not start the Zap twice.
Need help

Need help automating Onsite Support with Zapier?

A person reads every message.

FAQ

Onsite Support Zapier integration: frequent questions

01Is the Onsite Support Zapier integration free?
Yes, on the free plan, within limits. Onsite Support is not a premium app, so connecting it costs nothing. The free plan gives you 100 tasks per month and two-step Zaps: one trigger and one action. A ticket alert or a ticket created from a form fits. A search, a filter or a second action makes the Zap multi-step, which needs a paid plan. No price is quoted here because plan grids change too often to publish.
02How many tasks does an Onsite Support Zap use?
One task per action that succeeds: a ticket, a topic, a comment, a user or a vote. The trigger costs nothing, and Zapier checking for new items is free however often it looks. An action that fails is not counted. A Zap that searches for a user and then creates one is multi-step, so it needs a paid plan, and each successful action in it is counted on its own. Count your tickets per month times your actions per run.
03Does Onsite Support send tickets to Zapier in real time?
No. All five Onsite Support triggers are polling triggers: Zapier checks your account at a fixed interval and keeps only what it has not seen. That interval depends on your plan: 15 minutes on Free, 2 on Professional, 1 on Team and Enterprise. On paid plans you can also run a check by hand from the editor. The type is set by Onsite Support and cannot be changed in the editor.
04What does it take to connect Onsite Support to Zapier?
An Onsite Support account, plus read or write access on any ticket, topic or user you do not own and want the Zap to touch. From the Apps page of Zapier, click + Add connection, search Onsite Support, sign in on the tab that opens and grant access. Then check the required fields of the actions you plan to use, such as ownership and object type for Create Ticket, so your source app can fill them.
05Can Zapier avoid creating duplicate users in Onsite Support?
Yes, with a search placed first. Create User does not check for an existing person on its own, and Onsite Support offers no find-or-create option. So the Zap runs Find User, with the no-result setting switched on, and only then Create User for people who were not found. A filter between the two then stops the run when a user was found, otherwise Create User runs every time. That makes the Zap multi-step, so it needs a paid plan, but it keeps your user list clean.
06What if the Onsite Support operation needed is not in Zapier?
Then this integration cannot do it directly. Onsite Support offers five triggers, five actions and five searches, but no action to update, close or delete a ticket, and no instant trigger. Anything outside those fifteen operations stays a manual job in the help desk. The options are to rethink the flow around what exists, to handle that part in Onsite Support itself, or to look at another automation tool. This page lists the full visible set at the date of reading.
07Zapier, Make or n8n for Onsite Support?
Decide by criteria, not by brand. On Zapier, Onsite Support brings five polling triggers, five actions and five searches, and simple two-step Zaps run on the free plan. Weigh three points: how fast a ticket must reach your team, since the interval depends on the plan; whether you need searches and filters, which mean a paid plan; and how many tickets per month you expect, since each action is a task. Then compare those needs with what the other tools offer for Onsite Support.
Same platform

Other docs you might need on this stack.

Browse all integrations