This page describes the ticket events schema sent to Amazon EventBridge using the Zendesk Events Connector.

Agent Assignment Changed

A ticket was reassigned to another agent in Zendesk.

Example

{  "version": "0",  "id": "ecd26460-0ca3-433b-b908-d891a0aa6fb4",  "detail-type": "Support Ticket: Agent Assignment 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": "CE4A698AF24F35B3208649C6951E000E",          "position": 1,          "total": 1        },        "actor_id": 20978392      },      "type": "Agent Assignment Changed",      "previous": 235323,      "current": 235324,      "ticket": {        "id": 35436,        "created_at": "2019-05-20T22:55:29.721021468Z",        "updated_at": "2019-05-25T01:23:45.789534301Z",        "type": "question",        "priority": "low",        "status": "open",        "requester_id": 20978392,        "submitter_id": 76872,        "assignee_id": 235324,        "organization_id": 10002,        "group_id": 98738,        "brand_id": 123,        "form_id": 6876543,        "external_id": "TEST1234",        "tags": [          "enterprise"        ],        "via": {          "channel": "web"        }      }    }  }}

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

  • previous - The previous assigned agent ID
  • current - The current assigned agent ID

Attachment Linked to Comment

An attachment was linked to a ticket comment in Zendesk.

Example

{  "version": "0",  "id": "22ead012-a8fe-48bc-b6ad-11e1e2c09524",  "detail-type": "Support Ticket: Attachment Linked to Comment",  "source": "aws.partner/zendesk.com/9242270/default",  "account": "123456789012",  "time": "2019-05-25T01:23:47Z",  "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": "B427D1AEDCAA3E4C5B3BB010BB8FB8A6",          "position": 1,          "total": 1        },        "actor_id": 20978392      },      "type": "Attachment Linked to Comment",      "attachment": {        "id": 12345,        "content_url": "https://subdomain.zendesk.com/attachments/token/1/?name=doge.jpeg",        "content_type": "jpeg",        "filename": "doge.jpeg",        "is_public": true,        "comment_id": 56767      },      "ticket": {        "id": 35436,        "created_at": "2019-05-20T22:55:29.721021468Z",        "updated_at": "2019-05-25T01:23:45.789534301Z",        "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"        }      }    }  }}

The attachment object contains properties which matches the Ticket Attachments API. For more information, see Ticket Attachments API.

Attachment Redacted from Comment

An attachment was permanently removed from an existing comment on a Support ticket.

Example

{  "version": "0",  "id": "22ead012-a8fe-48bc-b6ad-11e1e2c09524",  "detail-type": "Support Ticket: Attachment Redacted from Comment",  "source": "aws.partner/zendesk.com/9242270/default",  "account": "123456789012",  "time": "2019-05-26T01:23:47Z",  "region": "us-east-1",  "resources": ["Support Ticket"],  "detail": {    "ticket_event": {      "meta": {        "version": "1.0",        "occurred_at": "2019-05-26T01:23:45.465719851Z",        "ref": "1-1234567890",        "sequence": {          "id": "CE4A698AF24F35B3208649C6951E000E",          "position": 1,          "total": 1        },        "actor_id": 20978392      },      "type": "Attachment Redacted from Comment",      "attachment_id": 12345,      "ticket": {        "id": 35436,        "created_at": "2019-05-20T22:55:29.721021468Z",        "updated_at": "2019-05-26T01:23:45.789534301Z",        "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"        }      }    }  }}

In the ticket_event object, the attachment_id property is the ID automatically assigned to the attachment in Support.

Brand Changed

The brand was changed. A brand is a customer-facing identity which can be represented as multiple products or services, or multiple brands owned by the company.

Example

{  "version": "0",  "id": "cc51a43d-0e41-4090-b761-ce8a040ae54a",  "detail-type": "Support Ticket: Brand Changed",  "source": "aws.partner/zendesk.com/9242270/default",  "account": "123456789012",  "time": "2019-05-25T01:23:50Z",  "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": "B427D1AEDCAA3E4C5B3BB010BB8FB8A6",          "position": 8,          "total": 8        },        "actor_id": 20978392      },      "type": "Brand Changed",      "previous": 123,      "current": 124,      "ticket": {        "id": 35436,        "created_at": "2019-05-20T22:55:29.721021468Z",        "updated_at": "2019-05-25T01:23:45.789534301Z",        "type": "question",        "priority": "low",        "status": "open",        "requester_id": 20978392,        "submitter_id": 76872,        "assignee_id": 235324,        "organization_id": 10002,        "group_id": 98739,        "brand_id": 124,        "form_id": 6876543,        "external_id": "TEST1234",        "tags": [          "enterprise"        ],        "via": {          "channel": "web"        }      }    }  }}

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

  • previous - The previous brand ID
  • current - The current brand ID

Comment Created

A comment added when creating or updating a Support ticket.

Example

{  "version": "0",  "id": "22ead012-a8fe-48bc-b6ad-11e1e2c09524",  "detail-type": "Support Ticket: Comment Created",  "source": "aws.partner/zendesk.com/9242270/default",  "account": "123456789012",  "time": "2019-05-25T01:23:47Z",  "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": "B427D1AEDCAA3E4C5B3BB010BB8FB8A6",          "position": 2,          "total": 2        },        "actor_id": 20978392      },      "type": "Comment Created",      "comment": {        "id": 56767,        "body": "new comment",        "is_public": true,        "author": {          "id": 20978392,          "name": "Test User",          "is_staff": true        }      },      "ticket": {        "id": 35436,        "created_at": "2019-05-20T22:55:29.721021468Z",        "updated_at": "2019-05-25T01:23:45.789534301Z",        "type": "question",        "priority": "low",        "status": "new",        "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"        }      }    }  }}

The comment object contains properties which matches the Ticket Comments API. For more information, see Ticket Comments API.

Comment Made Private

A private comment was created on a ticket.

Example

{  "version": "0",  "id": "22ead012-a8fe-48bc-b6ad-11e1e2c09524",  "detail-type": "Support Ticket: Comment Made Private",  "source": "aws.partner/zendesk.com/9242270/default",  "account": "123456789012",  "time": "2019-05-25T01:23:47Z",  "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": "EBF8136AFBAC35A0C2AA615795322536",          "position": 1,          "total": 1        },        "actor_id": 20978392      },      "type": "Comment Made Private",      "comment_id": 56767,      "ticket": {        "id": 35436,        "created_at": "2019-05-20T22:55:29.721021468Z",        "updated_at": "2019-05-25T01:23:45.789534301Z",        "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"        }      }    }  }}

In the ticket_event object, the comment_id property is the ID automatically assigned to the comment in Support.

Comment Redacted

Words or strings were permanently removed from a ticket comment.

Example

{  "version": "0",  "id": "22ead012-a8fe-48bc-b6ad-11e1e2c09524",  "detail-type": "Support Ticket: Comment Redacted",  "source": "aws.partner/zendesk.com/9242270/default",  "account": "123456789012",  "time": "2019-05-25T01:23:47Z",  "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": "0572B2EE0A2B22E5EE8BB107928D7E6D",          "position": 2,          "total": 2        },        "actor_id": 20978392      },      "type": "Comment Redacted",      "comment": {        "id": 56767,        "body": "▇▇▇▇",        "is_public": true,        "author": {          "id": 20978392,          "name": "Test User",          "is_staff": true        }      },      "ticket": {        "id": 35436,        "created_at": "2019-05-20T22:55:29.721021468Z",        "updated_at": "2019-05-25T01:23:45.789534301Z",        "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"        }      }    }  }}

The comment object contains properties which matches the Ticket Comments API. For more information, see Ticket Comments API.

Custom Field Changed

Custom Field Changed events occur when the value of a user-created ticket field is changed by an agent.

Zendesk supports a range of custom field types such as text, numbers, and dates. For more information about custom fields, see About custom field types.

Custom Field Changed events includes a custom_field object with three parameters:

  • Id - The Zendesk ID of the custom field
  • Raw_title - The custom field name
  • Field_type - The field data type (such as date, text, integer, and multi-select)

Custom Field Changed - Checkbox

The value of a custom field checkbox was changed.

Example

{  "version": "0",  "id": "7369d9e1-8b2c-4b05-a813-e66d76b8d8f1",  "detail-type": "Support Ticket: Custom Field 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": "0572B2EE0A2B22E5EE8BB107928D7E6D",          "position": 1,          "total": 3        },        "actor_id": 20978392      },      "type": "Custom Field Changed",      "custom_field": {        "id": 1234,        "raw_title": "VIP",        "field_type": "checkbox"      },      "previous": false,      "current": true,      "ticket": {        "id": 35436,        "created_at": "2019-05-20T22:55:29.721021468Z",        "updated_at": "2019-05-25T01:23:45.789534301Z",        "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"        }      }    }  }}

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

  • previous - The previous boolean value
  • current - The current boolean value

Custom Field Changed - Credit Card

The value of a credit card custom field was changed. For more information about the credit card field, see Adding a PCI-compliant credit card field.

Example

{  "version": "0",  "id": "7369d9e1-8b2c-4b05-a813-e66d76b8d8f1",  "detail-type": "Support Ticket: Custom Field 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": "0572B2EE0A2B22E5EE8BB107928D7E6D",          "position": 1,          "total": 7        },        "actor_id": 20978392      },      "type": "Custom Field Changed",      "custom_field": {        "id": 1234,        "raw_title": "Credit Card Field",        "field_type": "creditcard"      },      "previous": "XXXXXXXXXXXX1123",      "current": "XXXXXXXXXXXX2345",      "ticket": {        "id": 35436,        "created_at": "2019-05-20T22:55:29.721021468Z",        "updated_at": "2019-05-25T01:23:45.789534301Z",        "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"        }      }    }  }}

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

  • previous - The previous numerical value
  • current - The current numerical value

Custom Field Changed - Date

The value of a date custom field was changed.

Example

{  "version": "0",  "id": "7369d9e1-8b2c-4b05-a813-e66d76b8d8f1",  "detail-type": "Support Ticket: Custom Field 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": "0572B2EE0A2B22E5EE8BB107928D7E6D",          "position": 2,          "total": 7        },        "actor_id": 20978392      },      "type": "Custom Field Changed",      "custom_field": {        "id": 1234,        "raw_title": "Start Date",        "field_type": "date"      },      "previous": "2019-06-10",      "current": "2019-06-20",      "ticket": {        "id": 35436,        "created_at": "2019-05-20T22:55:29.721021468Z",        "updated_at": "2019-05-25T01:23:45.789534301Z",        "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"        }      }    }  }}

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

  • previous - The previous date and time
  • current - The current date and time

Custom Field Changed - Decimal

The value of a decimal custom field was changed.

Example

{  "version": "0",  "id": "7369d9e1-8b2c-4b05-a813-e66d76b8d8f1",  "detail-type": "Support Ticket: Custom Field 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": "0572B2EE0A2B22E5EE8BB107928D7E6D",          "position": 2,          "total": 3        },        "actor_id": 20978392      },      "type": "Custom Field Changed",      "custom_field": {        "id": 1234,        "raw_title": "Decimal Field",        "field_type": "decimal"      },      "previous": "99.99",      "current": "100.00",      "ticket": {        "id": 35436,        "created_at": "2019-05-20T22:55:29.721021468Z",        "updated_at": "2019-05-25T01:23:45.789534301Z",        "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"        }      }    }  }}

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

  • previous - The previous numerical value
  • current - The current numerical value

Custom Field Changed - Integer

The value of an integer custom field was changed.

Example

{  "version": "0",  "id": "7369d9e1-8b2c-4b05-a813-e66d76b8d8f1",  "detail-type": "Support Ticket: Custom Field 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": "0572B2EE0A2B22E5EE8BB107928D7E6D",          "position": 3,          "total": 7        },        "actor_id": 20978392      },      "type": "Custom Field Changed",      "custom_field": {        "id": 1234,        "raw_title": "Integer",        "field_type": "integer"      },      "previous": "10",      "current": "100",      "ticket": {        "id": 35436,        "created_at": "2019-05-20T22:55:29.721021468Z",        "updated_at": "2019-05-25T01:23:45.789534301Z",        "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"        }      }    }  }}

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

  • previous - The previous numerical value
  • current - The current numerical value

Custom Field Changed - Multiselect

The value of a multiselect custom field was changed.

Example

{  "version": "0",  "id": "7369d9e1-8b2c-4b05-a813-e66d76b8d8f1",  "detail-type": "Support Ticket: Custom Field 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": "0572B2EE0A2B22E5EE8BB107928D7E6D",          "position": 3,          "total": 3        },        "actor_id": 20978392      },      "type": "Custom Field Changed",      "custom_field": {        "id": 1234,        "raw_title": "Regions",        "field_type": "multiselect"      },      "previous": null,      "current": [        "east",        "west"      ],      "ticket": {        "id": 35436,        "created_at": "2019-05-20T22:55:29.721021468Z",        "updated_at": "2019-05-25T01:23:45.789534301Z",        "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",          "east",          "west"        ],        "via": {          "channel": "web"        }      }    }  }}

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

  • previous - The previous value/s
  • current - The current value/s

Custom Field Changed - Regex

The regex custom field value was changed.

Example

{  "version": "0",  "id": "7369d9e1-8b2c-4b05-a813-e66d76b8d8f1",  "detail-type": "Support Ticket: Custom Field 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": "0572B2EE0A2B22E5EE8BB107928D7E6D",          "position": 4,          "total": 7        },        "actor_id": 20978392      },      "type": "Custom Field Changed",      "custom_field": {        "id": 1234,        "raw_title": "Regex Field",        "field_type": "regexp"      },      "previous": null,      "current": "http://example.com",      "ticket": {        "id": 35436,        "created_at": "2019-05-20T22:55:29.721021468Z",        "updated_at": "2019-05-25T01:23:45.789534301Z",        "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"        }      }    }  }}

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

  • previous - The previous regex value
  • current - The current regex value

Custom Field Changed - Tagger

The value of a tagger custom field was changed.

Example

{  "version": "0",  "id": "7369d9e1-8b2c-4b05-a813-e66d76b8d8f1",  "detail-type": "Support Ticket: Custom Field 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": "0572B2EE0A2B22E5EE8BB107928D7E6D",          "position": 5,          "total": 7        },        "actor_id": 20978392      },      "type": "Custom Field Changed",      "custom_field": {        "id": 1234,        "raw_title": "Dropdown Field",        "field_type": "tagger"      },      "previous": "choice_1",      "current": "choice_2",      "ticket": {        "id": 35436,        "created_at": "2019-05-20T22:55:29.721021468Z",        "updated_at": "2019-05-25T01:23:45.789534301Z",        "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",          "choice_2"        ],        "via": {          "channel": "web"        }      }    }  }}

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

  • previous - The previous string value
  • current - The current string value

Custom Field Changed - Text

The value of a text custom field was changed.

Example

{  "version": "0",  "id": "7369d9e1-8b2c-4b05-a813-e66d76b8d8f1",  "detail-type": "Support Ticket: Custom Field 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": "0572B2EE0A2B22E5EE8BB107928D7E6D",          "position": 6,          "total": 7        },        "actor_id": 20978392      },      "type": "Custom Field Changed",      "custom_field": {        "id": 1234,        "raw_title": "Text Field",        "field_type": "text"      },      "previous": null,      "current": "Text Message",      "ticket": {        "id": 35436,        "created_at": "2019-05-20T22:55:29.721021468Z",        "updated_at": "2019-05-25T01:23:45.789534301Z",        "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"        }      }    }  }}

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

  • previous - The previous string value
  • current - The current string value

Custom Field Changed - Text Area

The value of a multiline text custom field was changed.

Example

{  "version": "0",  "id": "7369d9e1-8b2c-4b05-a813-e66d76b8d8f1",  "detail-type": "Support Ticket: Custom Field 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": "0572B2EE0A2B22E5EE8BB107928D7E6D",          "position": 7,          "total": 7        },        "actor_id": 20978392      },      "type": "Custom Field Changed",      "custom_field": {        "id": 1234,        "raw_title": "MultiLine",        "field_type": "textarea"      },      "previous": "This is a\nmultiline message.\nHello there.",      "current": "This is a\nmultiline message.",      "ticket": {        "id": 35436,        "created_at": "2019-05-20T22:55:29.721021468Z",        "updated_at": "2019-05-25T01:23:45.789534301Z",        "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"        }      }    }  }}

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

  • previous - The previous multiline text
  • current - The current multiline text

Description Changed

The description in a ticket was changed.

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": "2019-05-20T22:55:29.721021468Z",        "updated_at": "2019-05-25T01:23:45.789534301Z",        "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"        }      }    }  }}

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

  • previous - The previous text description
  • current - The current text description

External ID Changed

The external ticket ID was changed.

Example

{  "version": "0",  "id": "5cabfa42-9882-4f86-9a13-be7097e63171",  "detail-type": "Support Ticket: External ID 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": "39CB54C1358AB877EF9014E915008EAB",          "position": 1,          "total": 1        },        "actor_id": 20978392      },