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.