Zendesk ticket status updates are not reflected in SUMO

[emilghittasv]

Preconditions
Sign in to SUMO

Steps to reproduce
Steps to reproduce the behavior:

1. Go to a premium product contact form and submit a valid question.
2. Sign in to Zendesk and update the ticket status (example: pending) OR wait for the status to automatically change to "new".
3. Wait for the status update to be reflected in SUMO
4. Update the ticket status again (example: new, hold or closed)
5. Wait for the status update to be reflected in SUMO

Expected behavior
The status update is reflected in SUMO each time.

Actual behavior
The status update is reflected in SUMO only for the first status update (step 3) . The second update (step 5) is not reflected in SUMO).

Screencasts

Desktop:

• OS: Windows 11
• Browser: Firefox

Additional context
This issue is reproducible in stage

[emilghittasv]

Update: The status update & ticket replies are eventually fetched/updated but with a pretty big delay (~20-30 minutes)

[emilghittasv]

Update: From what I have noticed today it seems that the ticket updates are fetched when the spinner animation kicks in (when we force a sync). Which makes me suspect the fact that there might be a problem with our webhook