Introduction

This reference documentation provides a list of available events and example schemas which are streamed to Amazon EventBridge using the Zendesk Events Connector.

An event is a description of an activity that has occurred in a Zendesk account. Currently, events can only be streamed from the Zendesk ticketing system. Support for other types of events will be added in the future.

For more information about sending events to Amazon EventBridge:

• Setting up an events connection from Zendesk to Amazon EventBridge
• Publishing SNS notifications for Zendesk ticket events

Rate limit

Sending events to your AWS account using the Zendesk Events Connector does not impact your REST API rate limits. The Events Connector has a rate limit of 5000 events sent per minute. For availability, see the Zendesk Suite plan limits.

Event schema structure

The schema for events contains information describing the type of event and the time it happened. Depending on the event type, there is additional information about the ticket affected by the event, and the ids of associated objects such as requesters and assignees.

The event schema is in JSON format as shown in the following example.

Example

{
  "version": "0",
  "id": "5cabfa42-9882-4f86-9a13-be7097e63171",
  "detail-type": "Support Ticket: Description Changed",
  "source": "aws.partner/zendesk.com/9242270/default",
  "account": "123456789012",
  "time": "2019-05-25T01:23:48Z",
  "region": "us-east-1",
  "resources": ["Support Ticket"],
  "detail": {
    "ticket_event": {
      "meta": {
        "version": "1.0",
        "occurred_at": "2019-05-25T01:23:45.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "ED28AEC3317694CB34AF1A28CFA0D3A8",
          "position": 1,
          "total": 1
        },
        "actor_id": 20978392
      },
      "type": "Description Changed",
      "previous": "first description",
      "current": "second description",
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.465719851Z",
        "updated_at": "2019-05-25T01:23:45.563482870Z",
        "type": "question",
        "priority": "low",
        "status": "open",
        "requester_id": 20978392,
        "submitter_id": 76872,
        "assignee_id": 235323,
        "organization_id": 10002,
        "group_id": 98738,
        "brand_id": 123,
        "form_id": 6876543,
        "external_id": "TEST1234",
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Top level properties

All events contain the following top level properties.

Property	Data type	Description
version	string	Event version (not currently used)
id	integer	Event id generated by Amazon EventBridge
detail-type	string	Describes the product type and event type
source	string	Partner event source in your Zendesk account
account	integer	AWS account id
time	date	Date and time when the event passed through Amazon EventBridge
region	string	Source AWS region
resources	string	Describes the Zendesk object
detail	object	Event-specific payload. See Detail object

Detail object

The detail object is a wrapper for the event's payload. The detail object contains an object property with a key ending in _event. This property's full key and content depends on the event's domain.

Zendesk event domain	Property key	Content
Chat	chat_event	Chat event properties
Ticket	ticket_event	Ticket event properties
Organization	organization_event	Organization event properties
User	user_event	User event properties

The ticket_event, organization_event, and user_event properties also contain common event properties.

Common event properties

In addition to domain-specific content, the ticket_event, organization_event, and user_event properties also contain the following properties.

Property	Type	Description
actor_id	number	id of the user that triggered the event. Actions by an automation have an actor_id of -1 (system user). Only ticket_event contains this property
meta	object	Metadata for the event
meta.occurred_at	string	Date and time the event occurred in Zendesk
meta.ref	string	Zendesk identifier for the event
meta.sequence	object	Contains information about the event's sequence. A single action can trigger a sequence of events
meta.sequence.id	string	id of the action that triggered the event. Events with the same sequence id were triggered by the same action
meta.sequence.position	number	Order of the event within the sequence. Zendesk doesn't guarantee this order
meta.sequence.total	number	Number of events in the sequence
meta.version	string	Version for the event type
type	string	Event type