Important: The Zendesk events in Sunshine for Support, Talk, and Gather are in early access. They are activated in Admin Center under People > Configuration > Events setup. This is subject to change and should not be used in a production environment.

An event is a description of an activity that has occurred, such as when a user’s name is changed, or when a support request is created. Events across Zendesk products are made available in Sunshine. They can be retrieved using the Events API, or viewed in the customer context in the Zendesk Agent Workspace.

Supported events

The following table lists the supported Zendesk events emitted through Sunshine events. See the sections below for event details and examples.

Event type Zendesk product Description Availability
identity_created Support A new identifier was added to a user GA
identity_changed Support A user’s identifier was updated GA
name_changed Support A user’s name was updated GA
details_changed Support A user’s details were updated GA
notes_changed Support A user’s notes were updated GA
organization_added Support An organization was added to the user GA
organization_removed Support An organization was removed from the user GA
user_merged Support A user was merged with another user GA
user_suspension_changed Support A user was suspended GA
ticket_requested Support A Support ticket was requested GA
ticket_requester_changed Support A ticket requester was changed GA
answers_suggested Guide The number of articles suggested to the user while creating a support request GA
article_instant_search_result_clicked Guide The article link was clicked in the help center dropdown search results GA
article_search_result_clicked Guide The article link was clicked in the help center search results GA
article_viewed Guide The help center article was viewed GA
help_center_searched Guide A user searched the help center using the search bar GA
suggested_article_clicked Guide Article suggested to the user was clicked while submitting a support request GA
article_subscribed Guide A user subscribed to an article GA
article_vote_added Guide A user added a vote for an article GA
article_comment_created Guide A user added a comment for an article GA
community_post_viewed Gather A community post was viewed GA
community_search_result_clicked Gather A community post search result was clicked GA
community_post_created Gather A community post was created GA
community_post_vote_added Gather A user added a vote for a community post GA
community_post_subscribed Gather A user subscribed to a community post GA
community_comment_created Gather A user added a comment for a community post GA
community_comment_vote_added Gather A user added a vote for a community post comment GA
page_view SDKs A page was viewed where the Web Widget or SDK is installed GA

SDK Events

Page viewed

A page was viewed where the Web Widget or SDK is installed. Page views are displayed to agents in the customer context panel for Zendesk messaging customers.

Example

Status 200 OK
{            "id": "01FY8J3D3X6GWKGR9M14PP6D1Q",            "type": "page_view",            "source": "zendesk",            "description": "",            "created_at": "2022-03-16T05:09:39.328Z",            "received_at": "2022-03-16T05:09:39.593225847Z",            "properties": {                "channel": "web_messenger",                "device_id": "7e124a8b13a24635881812ah6f5188ce",                "referrer": "https://some-website.com/en-us/articles/How-do-I-publish-my-content",                "session_id": "2e40d024khsa498b81452a70bb693b1e9",                "title": "What are these sections?",                "url": "https://some-website.com/en-us/articles/5179514369534-What-are-these-sections",                "user_agent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/99.0.4844.51 Safari/537.36"            }}

The event contains the following unique attributes in the properties object:

  • channel - The channel where the event occurred. Values can be "mobile_sdk", "web_widget", "support_sdk" or "web_messenger"
  • device_id - The ID that identifies the end user’s device
  • referrer - The value of the HTTP Referer header on the viewed page (if set)
  • session_id - A unique identifier for the user's browsing session. This will be reset when the browser tab is closed or after 30 minutes of inactivity, whichever occurs first.
  • title - The title of the viewed page
  • url - The URL of the viewed page
  • user_agent - The value of the User-Agent header, which is an identifier for the user's browser.

Zendesk Guide events

Answers suggested

Article suggestions when a user submitted a new support request. The support request subject field is used to query suggested articles.

Example

{            "id": "01EADX8ZHNC53NCWV38RWPMPJQ",            "type": "answers_suggested",            "source": "zendesk",            "description": "",            "created_at": "2020-06-10T01:24:53.941314392Z",            "received_at": "2020-06-10T01:24:58.143324138Z",            "properties": {                "result_count": 5,                "search_query": "help"            } }

The event contains the following unique attributes in the properties object:

  • result_count - The number of articles suggested to the user when submitting a new support request
  • search_query - The query used to provide suggested articles

Article instant search result clicked

A user clicked an article link in the instant search result drop down on the help center page.

Example

{            "id": "01EAGBS4MPC53NCWV38RWPMPJQ",            "type": "article_instant_search_result_clicked",            "source": "zendesk",            "description": "",            "created_at": "2020-06-11T00:16:52.374269872Z",            "received_at": "2020-06-11T00:16:54.973520585Z",            "properties": {                "article_id": 360044308092,                "article": {                    "display_name": "Refund options",                    "url": "url"                 },                "locale": "en-us"            }}

The event contains the following unique attributes in the properties object:

  • article_id - The help center article identifier
  • article.display_name - The help center article title
  • article.url - The help center article URL
  • locale - The language used to view the article

Article search result clicked

A user clicked on an article appearing in a search result in the help center.

Example

{            "id": "01EADYGJDKC53NCWV38RWPMPJQ",            "type": "article_search_result_clicked",            "source": "zendesk",            "description": "",            "created_at": "2020-06-10T01:46:31.219738419Z",            "received_at": "2020-06-10T01:46:40.114502688Z",            "properties": {                "article_id": 360043980132,                "article": {                    "display_name": "Refund options",                    "url": "url"                 },                "locale": "en-us"            }}

The event contains the following unique attributes in the properties object:

  • article_id - The help center article identifier
  • article.display_name - The help center article title
  • article.url - The help center article URL
  • locale - The language used to view the article

Article viewed

A user viewed a help center article. Triggered from the help center or mobile SDK.

Example

{            "id": "01EADW2Q2AC53NCWV38RWPMPJQ",            "type": "article_viewed",            "source": "zendesk",            "description": "",            "created_at": "2020-06-10T01:04:00.074320469Z",            "received_at": "2020-06-10T01:04:01.908815098Z",            "properties": {                "article_id": 360043980092,                "article": {                    "display_name": "Refund options",                    "url": "url"                 },                "locale": "en-us",                "channel": "help_center"            }}

The event contains the following unique attributes in the properties object:

  • article_id - The help center article identifier
  • article.display_name - The help center article title
  • article.url - The help center article URL
  • locale - The language used to view the article
  • channel - The channel where the event occurred. Values can be "help_center" or "support_sdk"

Help center searched

A user searched the help center using the search field. Triggered from the help center or mobile SDK.

Example

{            "id": "01EADXRV4QC53NCWV38RWPMPJQ",            "type": "help_center_searched",            "source": "zendesk",            "description": "",            "created_at": "2020-06-10T01:33:33.71951541Z",            "received_at": "2020-06-10T01:33:41.173895146Z",            "properties": {                "result_count": 5,                "search_query": {                    "locale": "en-us",                    "page": 1,                    "page_size": 10,                    "query": "Help",                    "search_id": "8a8a5a55-df2c-445f-9bbd-eacff9bf83b9",                    "channel": "help_center"                }            }}

The event contains the following unique attributes in the properties object:

  • result_count - The number of articles returned from the search request. Applicable to events in the help center.

  • Search query:

    • locale - The language used by the user
    • page - The page viewed. Applicable to events in the help center
    • page_size - The number of results displayed on the page. Applicable to events in the help center
    • query - The query entered
    • search_id - A unique identifier of the search query
    • channel - The channel where the event occurred. Values can be "help_center" or "support_sdk"

Suggested article clicked

A user clicked on a suggested article while submitting a new support request.

Example

{            "id": "01EADX96YRC53NCWV38RWPMPJQ",            "type": "suggested_article_clicked",            "source": "zendesk",            "description": "",            "created_at": "2020-06-10T01:25:01.528358417Z",            "received_at": "2020-06-10T01:25:06.714429248Z",            "properties": {                "article_id": 360043980132,                "article": {                    "display_name": "Refund options",                    "url": "url"                 },                "locale": "en-us",            }}

The event contains the following unique attributes in the properties object:

  • article_id - The help center article identifier
  • article.display_name - The help center article title
  • article.url - The help center article URL
  • locale - The language used to view the article

Zendesk Gather events

Community post viewed

A user clicked on a community post in the help center.

Example

{            "id": "01EADZ7FQRC53NCWV38RWPMPJQ",            "type": "community_post_viewed",            "source": "zendesk",            "description": "",            "created_at": "2020-06-10T01:59:02.135901062Z",            "received_at": "2020-06-10T01:59:07.029595427Z",            "properties": {                "community_post_id": 360067836832            }}

The event contains the following unique attributes in the properties object:

  • community_post_id - The community post identifier

Community search result clicked

A user clicked on a community post appearing in a search result in the help center.

Example

{            "id": "01EADZ7EPSC53NCWV38RWPMPJQ",            "type": "community_search_result_clicked",            "source": "zendesk",            "description": "",            "created_at": "2020-06-10T01:59:01.08124078Z",            "received_at": "2020-06-10T01:59:06.394860314Z",            "properties": {                "community_post_id": 360067836832            }}

The event contains the following unique attributes in the properties object:

  • community_post_id - The community post identifier

Zendesk Support events

Identity created

A user’s identifier was created. The following example shows the user’s phone number as the identifier.

Example

{            "id": "01EAE0WQWZC9BMCD3469B76RJ8",            "type": "identity_created",            "source": "zendesk",            "description": "",            "created_at": "2020-06-10T02:28:07Z",            "received_at": "2020-06-10T02:28:07.201012928Z",            "properties": {                "identity_type": "phone_number",                "value": "0412 123 456"            }}

The event contains the following unique attributes in the properties object:

  • identity_type - The type of identifier. Examples include "phone_number" and "email"
  • value - The current assigned identifier value

Identity changed

A user’s identifier was updated. The following example shows the user’s email address as the identifier.

Example

{            "id": "01EADVYAW4C9BMCD3469B76RJ8",            "type": "identity_changed",            "source": "zendesk",            "description": "",            "created_at": "2020-06-10T01:01:36Z",            "received_at": "2020-06-10T01:01:36.536097818Z",            "properties": {                "current_value": "janesmith@**Example**.com",                "identity_type": "email",                "previous_value": "johnsmith@**Example**.com"            }        }

The event contains the following unique attributes in the properties object:

  • current_value - The previous assigned identifier value
  • identity_type - The type of identifier. Examples include "phone_number" and "email"
  • previous_value - The current assigned identifier value

Name changed

A user’s name was updated by the user or by an agent.

Example

{            "id": "01E8XD4VK9C9BMCD3469B76RJ8",            "type": "name_changed",            "source": "zendesk",            "description": "",            "created_at": "2020-05-22T05:19:28Z",            "received_at": "2020-05-22T05:19:28.986762787Z",            "properties": {                "current_value": "Jane Smith",                "previous_value": "John Smith"            }}

The event contains the following unique attributes in the properties object:

  • current_value - The current assigned name
  • previous_value - The previous assigned name

Details changed

A user’s details was updated.

Example

{            "id": "01E8XD4VK9C9BMCD3469B76RJ8",            "type": "details_changed",            "source": "zendesk",            "description": "",            "created_at": "2020-05-22T05:19:28Z",            "received_at": "2020-05-22T05:19:28.986762787Z",            "properties": {                "current_value": "Jane Smith",                "previous_value": "John Smith"            }}

The event contains the following unique attributes in the properties object:

  • current_value - The current assigned details
  • previous_value - The previous assigned details

Notes changed

A user’s notes was updated.

Example

{            "id": "01E8XD4VK9C9BMCD3469B76RJ8",            "type": "notes_changed",            "source": "zendesk",            "description": "",            "created_at": "2020-05-22T05:19:28Z",            "received_at": "2020-05-22T05:19:28.986762787Z",            "properties": {                "current_value": "Jane Smith",                "previous_value": "John Smith"            }}

The event contains the following unique attributes in the properties object:

  • current_value - The current assigned notes
  • previous_value - The previous assigned notes

Organization added

An organization is added to the user

Example

{            "id": "01E8XD4VK9C9BMCD3469B76RJ8",            "type": "organization_added",            "source": "zendesk",            "description": "",            "created_at": "2020-05-22T05:19:28Z",            "received_at": "2020-05-22T05:19:28.986762787Z",            "properties": {                "organization": "BigCo",            }}

The event contains the following unique attributes in the properties object:

  • organization - The organization added to the user

Organization removed

An organization is removed from the user

Example

{            "id": "01E8XD4VK9C9BMCD3469B76RJ8",            "type": "organization_removed",            "source": "zendesk",            "description": "",            "created_at": "2020-05-22T05:19:28Z",            "received_at": "2020-05-22T05:19:28.986762787Z",            "properties": {                "organization": "BigCo",            }}

The event contains the following unique attributes in the properties object:

  • organization - The organization removed from the user

User merged

A user is merged with another user

Example

{            "id": "01E8XD4VK9C9BMCD3469B76RJ8",            "type": "user_merged",            "source": "zendesk",            "description": "",            "created_at": "2020-05-22T05:19:28Z",            "received_at": "2020-05-22T05:19:28.986762787Z",            "properties": {                "winner": "Some User",            }}

The event contains the following unique attributes in the properties object:

  • winner - The user that the other user was merged with.

User suspension changed

A user's suspension status changed

Example

{            "id": "01E8XD4VK9C9BMCD3469B76RJ8",            "type": "user_suspension_changed",            "source": "zendesk",            "description": "",            "created_at": "2020-05-22T05:19:28Z",            "received_at": "2020-05-22T05:19:28.986762787Z",            "properties": {                "current_value": "TRUE",                "previous_value": "FALSE"            }}

The event contains the following unique attributes in the properties object:

  • current_value - The current suspension status
  • previous_value - The previous suspension status