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 | Zendesk specific payload. See Detail object below |
Detail object
The detail
object contains the event information.
Property | Type | Description |
---|---|---|
ticket event | object | The JSON payload wrapper |
meta | object | Metadata object for the event |
version | string | Version for the event type |
occurred_at | time | The date and time the event occurred in Zendesk Support |
ref | string | Zendesk identifier for the event |
sequence | object | When multiple events come from the same user action. This object includes the total number of related events and a common ID for all events |
id | string | The ID used to identify multiple events associated to a user action |
position | integer | The order of this event when multiple events occur from a user action |
total | integer | The number of related events associated to a user action |
type | string | Describes the event type |
actor_id | integer | The ID of the user who performed the changes which caused the events being emitted. For changes that an automation makes will have system user as the actor, represented as "actor_id": -1 |
For ticket events, the detail
object contains the following unique properties:
Property | Type | Description |
---|---|---|
ticket_event | object | The JSON payload wrapper |
ticket | object | The ticket object. It contains the same properties as described in the ticket API schema. |
For user events, the detail
object contains the following unique properties:
Property | Type | Description |
---|---|---|
user_event | object | The JSON payload wrapper |
user | object | The user object. It contains the same properties as described in the users API schema. |
For organization events, the detail
object contains the following unique properties:
Property | Type | Description |
---|---|---|
organization_event | object | The JSON payload wrapper |
organization | object | The organization object. It contains the same properties as described in the organization API schema. |
For chat and messaging events, the detail
object contains the following unique properties:
Property | Type | Description |
---|---|---|
chat_event | object | The JSON payload wrapper |
chat | object | The chat object. It contains a ticket_id and account_id. |