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. See Zendesk Standard Events EAP for more information.

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
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
support_request_made Guide A support request was submitted EAP
support_request_viewed Guide A support request was viewed EAP
community_post_viewed Gather A community post was viewed EAP
community_search_result_clicked Gather A community post search result was clicked EAP
custom_field_changed Support A user’s custom field was updated EAP
identity_created Support A new identifier was added to a user EAP
identity_changed Support A user’s identifier was updated EAP
name_changed Support A user’s name was updated EAP
call.ended Talk A user ended a voice call ended EAP
call.started Talk A user started a voice call EAP

Planned events

The following table lists upcoming Zendesk events to be emitted through Sunshine events:

Event category Description
Web Widget A website page or Help Center viewed by an anonymous or logged in user where the Web Widget is present

Please let us know in the Profiles and Events API community if you’d like to see any other Zendesk events made available in Sunshine.

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

Support request made

A user created a new support request in the help center.

Example

{            "id": "01EADWKT96C53NCWV38RWPMPJQ",            "type": "support_request_made",            "source": "zendesk",            "description": "",            "created_at": "2020-06-10T01:13:20.421817067Z",            "received_at": "2020-06-10T01:13:24.315981876Z",            "properties": {                "request_id": 5            }}

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

  • request_id - The support request identifier

Support request viewed

A user viewed one of their existing support requests in the help center.

Example

{            "id": "01EADWKV4MC53NCWV38RWPMPJQ",            "type": "support_request_viewed",            "source": "zendesk",            "description": "",            "created_at": "2020-06-10T01:13:21.299728133Z",            "received_at": "2020-06-10T01:13:28.108527534Z",            "properties": {                "request_id": 5            }}

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

  • request_id - The support request identifier

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

Custom field changed

A custom field on a user’s profile was updated.

Example

{            "id": "01EAE17ABKC9BMCD3469B76RJ8",            "type": "custom_field_changed",            "source": "zendesk",            "description": "",            "created_at": "2020-06-10T02:33:53Z",            "received_at": "2020-06-10T02:33:53.780692174Z",            "properties": {                "current_value": "2019-12-01",                "field_id": 360001166712,                "previous_value": "2018-12-01"            }}

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

  • current_value - The current assigned custom field value
  • field_id - The custom field identifier
  • previous_value - The previous assigned custom field value

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": "[email protected]**Example**.com",                "identity_type": "email",                "previous_value": "[email protected]**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

Zendesk Talk events

Call started

A user starts a voice call.

Example

{            "id": "01EAE853MACHPKJW2S69AQARSK",            "type": "call.started",            "source": "zendesk",            "description": "",            "created_at": "2020-06-10T04:34:58Z",            "received_at": "2020-06-10T04:35:05.5740445Z",            "properties": {                "agent_id": 0,                "call_direction": "inbound",                "customer_number": "+61412085899",                "customer_user_id": 399016588871,                "talk_number": "+61280156122",                "talk_number_nickname": "",                "ticket_id": 0            }        }

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

  • agent_id - The unique identifier of the agent taking the call
  • call_direction - The customer call is inbound or outbound
  • customer_number - The user’s phone number
  • customer_user_id - The user’s unique identifier
  • talk_number - The Talk phone number
  • talk_number_nickname - The Talk phone number nickname
  • ticket_id - The support ticket identifier

Call ended

A user ended a voice call.

Example

{            "id": "01EAE86782CHPKJW2S69AQARSK",            "type": "call.ended",            "source": "zendesk",            "description": "",            "created_at": "2020-06-10T04:35:31Z",            "received_at": "2020-06-10T04:35:45.573683993Z",            "properties": {                "agent_id": 398117349032,                "call_direction": "inbound",                "customer_number": "+61412085899",                "customer_user_id": 399016588871,                "talk_number": "+61280156122",                "talk_number_nickname": "",                "ticket_id": 9            }        }

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

  • agent_id - The unique identifier of the agent taking the call
  • call_direction - The customer call is inbound or outbound
  • customer_number - The user’s phone number
  • customer_user_id - The user’s unique identifier
  • talk_number - The Talk phone number
  • talk_number_nickname - The Talk phone number nickname
  • ticket_id - The support ticket identifier