This is one of the most useful mindsets to bring to troubleshooting anything in a connected system: just because a problem shows up in Zoho doesn't mean Zoho is where the problem actually started.
Once you connect Zoho to other systems, whether that's your website, your accounting software, a phone system, or a marketing platform, data and triggers flow between them constantly. When something goes wrong in that chain, the symptom you actually notice is often at the very end of it, inside Zoho, even though the root cause sits somewhere upstream, in the third-party platform, the connection between the two, or how the integration itself was configured.
Think of it like a delivery that never arrives. The obvious thing to blame is your own front door, since that's where you're standing when you notice the parcel isn't there, but the actual problem could be anywhere along the route: the warehouse, the courier, or an error in the address. Where you notice a problem and where it was caused are often two completely different places.