You can enable Zendesk organization events to trigger a flow by specifying in the JobSpec object the event_source as "support" and event_type as the tag associated with the event. See Trigger events for more information.

The table and sections below lists all the supported Zendesk organization events with the tag and expected payload content.

Custom Field Changed

Custom Field Changed events occur when the value of a organization-created custom 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
  • 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

{  // other properties omitted 
  "input": {    "organization_event": {      "meta": {        "version": "1.0",        "occurred_at": "2020-01-30T22:55:29Z",        "ref": "1-1234567890",        "sequence": {          "id": "35D52F7D44640033CCCE4A5F1ADDB2AA",          "position": 1,          "total": 9        }      },      "type": "Custom Field Changed",      "custom_field": {        "id": 1000,        "title": "VIP",        "field_type": "checkbox"      },      "previous": false,      "current": true,      "organization": {        "id": 12345,        "external_id": "AU123",        "name": "aws",        "created_at": "2020-01-20T22:55:29Z",        "updated_at": "2020-01-30T22:55:29Z",        "shared_tickets": true,        "shared_comments": true,        "group_id": 98738      }    }  }}

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

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

Custom Field Changed - Date

The value of a date custom field was changed.

Example

{  // other properties omitted 
  "input": {    "organization_event": {      "meta": {        "version": "1.0",        "occurred_at": "2020-01-30T22:55:29Z",        "ref": "1-1234567890",        "sequence": {          "id": "35D52F7D44640033CCCE4A5F1ADDB2AA",          "position": 1,          "total": 9        }      },      "type": "Custom Field Changed",      "custom_field": {        "id": 1001,        "title": "Due Date",        "field_type": "date"      },      "previous": "2020-01-25",      "current": "2020-02-25",      "organization": {        "id": 12345,        "external_id": "AU123",        "name": "aws",        "created_at": "2020-01-20T22:55:29Z",        "updated_at": "2020-01-30T22:55:29Z",        "shared_tickets": true,        "shared_comments": true,        "group_id": 98738      }    }  }}

The event contains the following unique properties in the organization_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

{  // other properties omitted 
  "input": {    "organization_event": {      "meta": {        "version": "1.0",        "occurred_at": "2020-01-30T22:55:29Z",        "ref": "1-1234567890",        "sequence": {          "id": "35D52F7D44640033CCCE4A5F1ADDB2AA",          "position": 1,          "total": 9        }      },      "type": "Custom Field Changed",      "custom_field": {        "id": 1002,        "title": "Total Amount",        "field_type": "decimal"      },      "previous": "99.99",      "current": "100.00",      "organization": {        "id": 12345,        "external_id": "AU123",        "name": "aws",        "created_at": "2020-01-20T22:55:29Z",        "updated_at": "2020-01-30T22:55:29Z",        "shared_tickets": true,        "shared_comments": true,        "group_id": 98738      }    }  }}

The event contains the following unique properties in the organization_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

{  // other properties omitted 
  "input": {    "organization_event": {      "meta": {        "version": "1.0",        "occurred_at": "2020-01-30T22:55:29Z",        "ref": "1-1234567890",        "sequence": {          "id": "35D52F7D44640033CCCE4A5F1ADDB2AA",          "position": 1,          "total": 9        }      },      "type": "Custom Field Changed",      "custom_field": {        "id": 1003,        "title": "Total",        "field_type": "integer"      },      "previous": "10",      "current": "100",      "organization": {        "id": 12345,        "external_id": "AU123",        "name": "aws",        "created_at": "2020-01-20T22:55:29Z",        "updated_at": "2020-01-30T22:55:29Z",        "shared_tickets": true,        "shared_comments": true,        "group_id": 98738      }    }  }}

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

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

Custom Field Changed - Regex

The value of a regex custom field was changed.

Example

{  // other properties omitted 
  "input": {    "organization_event": {      "meta": {        "version": "1.0",        "occurred_at": "2020-01-30T22:55:29Z",        "ref": "1-1234567890",        "sequence": {          "id": "35D52F7D44640033CCCE4A5F1ADDB2AA",          "position": 1,          "total": 9        }      },      "type": "Custom Field Changed",      "custom_field": {        "id": 1004,        "title": "Email",        "field_type": "regexp"      },      "previous": null,      "current": "[email protected]",      "organization": {        "id": 12345,        "external_id": "AU123",        "name": "aws",        "created_at": "2020-01-20T22:55:29Z",        "updated_at": "2020-01-30T22:55:29Z",        "shared_tickets": true,        "shared_comments": true,        "group_id": 98738      }    }  }}

The event contains the following unique properties in the organization_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

{  // other properties omitted 
  "input": {    "organization_event": {      "meta": {        "version": "1.0",        "occurred_at": "2020-01-30T22:55:29Z",        "ref": "1-1234567890",        "sequence": {          "id": "35D52F7D44640033CCCE4A5F1ADDB2AA",          "position": 1,          "total": 9        }      },      "type": "Custom Field Changed",     "custom_field": {        "id": 1005,        "title": "Dropdown Field",        "field_type": "tagger"      },      "previous": "choice_1",      "current": "choice_2",      "organization": {        "id": 12345,        "external_id": "AU123",        "name": "aws",        "created_at": "2020-01-20T22:55:29Z",        "updated_at": "2020-01-30T22:55:29Z",        "shared_tickets": true,        "shared_comments": true,        "group_id": 98738      }    }  }}

The event contains the following unique properties in the organization_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

{  // other properties omitted .  "input": {    "organization_event": {      "meta": {        "version": "1.0",        "occurred_at": "2020-01-30T22:55:29Z",        "ref": "1-1234567890",        "sequence": {          "id": "35D52F7D44640033CCCE4A5F1ADDB2AA",          "position": 1,          "total": 9        }      },      "type": "Custom Field Changed",      "custom_field": {        "id": 1006,        "title": "Text Field",        "field_type": "text"      },      "previous": null,      "current": "Text Message",      "organization": {        "id": 12345,        "external_id": "AU123",        "name": "aws",        "created_at": "2020-01-20T22:55:29Z",        "updated_at": "2020-01-30T22:55:29Z",        "shared_tickets": true,        "shared_comments": true,        "group_id": 98738      }    }  }}

The event contains the following unique properties in the organization_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

{  // other properties omitted .  "input": {    "organization_event": {      "meta": {        "version": "1.0",        "occurred_at": "2020-01-30T22:55:29Z",        "ref": "1-1234567890",        "sequence": {          "id": "35D52F7D44640033CCCE4A5F1ADDB2AA",          "position": 1,          "total": 9        }      },      "type": "Custom Field Changed",      "custom_field": {        "id": 1234,        "title": "MultiLine",        "field_type": "textarea"      },      "previous": "This is a\nmultiline message.\nHello there.",      "current": "This is a\nmultiline message.",      "organization": {        "id": 12345,        "external_id": "AU123",        "name": "aws",        "created_at": "2020-01-20T22:55:29Z",        "updated_at": "2020-01-30T22:55:29Z",        "shared_tickets": true,        "shared_comments": true,        "group_id": 98738      }    }  }}

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

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

Custom Field Changed - Lookup

The target id value of a lookup custom field changed.

Example

{  // other properties omitted .  "input": {    "organization_event": {      "meta": {        "version": "1.0",        "occurred_at": "2020-01-30T22:55:29Z",        "ref": "1-1234567890",        "sequence": {          "id": "35D52F7D44640033CCCE4A5F1ADDB2AA",          "position": 1,          "total": 9        }      },      "type": "Custom Field Changed",      "custom_field": {        "id": 1234,        "title": "organization-lookup",        "field_type": "lookup"      },      "previous": {        "relationship_target": "organization",        "id": "4841138621949"      },      "current": {        "relationship_target": "organization",        "id": "6727883"      },      "organization": {        "id": 12345,        "external_id": "AU123",        "name": "aws",        "created_at": "2020-01-20T22:55:29Z",        "updated_at": "2020-01-30T22:55:29Z",        "shared_tickets": true,        "shared_comments": true,        "group_id": 98738      }    }  }}

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

  • previous - The previous lookup relationship target and id
  • current - The current lookup relationship target and id

Note: relationship_target can be ticket, user or organization.

External ID Changed

An organization's external ID was changed.

Example

{  // other properties omitted 
  "input": {    "organization_event": {      "meta": {        "version": "1.0",        "occurred_at": "2020-01-30T22:55:29Z",        "ref": "1-1234567890",        "sequence": {          "id": "35D52F7D44640033CCCE4A5F1ADDB2AA",          "position": 1,          "total": 9        }      },      "type": "External ID Changed",      "previous": "AU123",      "current": "CN123",      "organization": {        "id": 12345,        "external_id": "CN123",        "name": "zendesk",        "created_at": "2020-01-20T22:55:29Z",        "updated_at": "2020-01-30T22:55:29Z",        "shared_tickets": true,        "shared_comments": true,        "group_id": 98738      }    }  }}

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

  • previous - Previous external ID of the organization
  • current - Current external ID of the organization

Organization Created

An organization in Support was created.

Example

{  // other properties omitted 
  "input": {    "organization_event": {      "meta": {        "version": "1.0",        "occurred_at": "2020-01-20T22:55:29Z",        "ref": "1-1234567890",        "sequence": {          "id": "35D52F7D44640033CCCE4A5F1ADDB2AA",          "position": 1,          "total": 9        }      },      "type": "Organization Created",      "organization": {        "id": 12345,        "external_id": "AU123",        "name": "zendesk",        "created_at": "2020-01-20T22:55:29Z",        "updated_at": "2020-01-20T22:55:29Z",        "shared_tickets": true,        "shared_comments": true,        "group_id": 98738      }    }  }}

Tags Changed

Tags on the Support organization was changed.

Example

{  // other properties omitted 
  "input": {    "organization_event": {      "meta": {        "version": "1.0",        "occurred_at": "2020-01-30T22:55:29Z",        "ref": "1-1234567890",        "sequence": {          "id": "35D52F7D44640033CCCE4A5F1ADDB2AA",          "position": 1,          "total": 9        }      },      "type": "Tags Changed",      "tags_added": ["chat"],      "tags_removed": ["enterprise"],      "organization": {        "id": 12345,        "external_id": "CN123",        "name": "zendesk",        "created_at": "2020-01-20T22:55:29Z",        "updated_at": "2020-01-30T22:55:29Z",        "shared_tickets": true,        "shared_comments": true,        "group_id": 98738      }    }  }}

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

  • tags_added - Tags added to the organization
  • tags_removed - Tags removed from the organization