Ticket events
You can enable Zendesk ticket 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 ticket events with the tag and expected payload content.
Agent Assignment Changed
A ticket was reassigned to another agent in Support.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "CE4A698AF24F35B3208649C6951E000E",
"position": 1,
"total": 1
}
},
"type": "Agent Assignment Changed",
"previous": 235323,
"current": 235324,
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"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 IDcurrent
- The current assigned agent ID
Attachment Linked to Comment
An attachment was linked to a ticket comment in Support.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "B427D1AEDCAA3E4C5B3BB010BB8FB8A6",
"position": 1,
"total": 1
}
},
"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": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"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 redacted from an existing comment in a ticket.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-26T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "CE4A698AF24F35B3208649C6951E000E",
"position": 1,
"total": 1
}
},
"type": "Attachment Redacted from Comment",
"attachment_id": 12345,
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-26T01:23:45Z",
"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
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "B427D1AEDCAA3E4C5B3BB010BB8FB8A6",
"position": 8,
"total": 8
}
},
"type": "Brand Changed",
"previous": 123,
"current": 124,
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"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 IDcurrent
- The current brand ID
Comment Created
A comment was added when a Support ticket was created or updated.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "B427D1AEDCAA3E4C5B3BB010BB8FB8A6",
"position": 2,
"total": 2
}
},
"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": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"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 the Ticket Comments API.
Comment Made Private
A private comment was added on a Support ticket.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "EBF8136AFBAC35A0C2AA615795322536",
"position": 1,
"total": 1
}
},
"type": "Comment Made Private",
"comment_id": 56767,
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"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
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "0572B2EE0A2B22E5EE8BB107928D7E6D",
"position": 2,
"total": 2
}
},
"type": "Comment Redacted",
"comment": {
"id": 56767,
"body": "▇▇▇▇",
"is_public": true,
"author": {
"id": 20978392,
"name": "Test User",
"is_staff": true
}
},
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"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 fieldRaw_title
- The custom field nameField_type
- The field data type (such as date, text, integer, and multi-select)
Custom Field Changed - Checkbox
The custom field checkbox value was changed.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "0572B2EE0A2B22E5EE8BB107928D7E6D",
"position": 1,
"total": 3
}
},
"type": "Custom Field Changed",
"custom_field": {
"id": 1234,
"raw_title": "VIP",
"field_type": "checkbox"
},
"previous": false,
"current": true,
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"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 valuecurrent
- 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
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "0572B2EE0A2B22E5EE8BB107928D7E6D",
"position": 1,
"total": 7
}
},
"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": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"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 valuecurrent
- The current numerical value
Custom Field Changed - Date
The value of a date custom field was changed.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "0572B2EE0A2B22E5EE8BB107928D7E6D",
"position": 2,
"total": 7
}
},
"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": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"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 timecurrent
- The current date and time
Custom Field Changed - Decimal
The value of a decimal custom field was changed.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "0572B2EE0A2B22E5EE8BB107928D7E6D",
"position": 2,
"total": 3
}
},
"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": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"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 valuecurrent
- The current numerical value
Custom Field Changed - Integer
The value of an integer custom field was changed.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "0572B2EE0A2B22E5EE8BB107928D7E6D",
"position": 3,
"total": 7
}
},
"type": "Custom Field Changed",
"custom_field": {
"id": 1234,
"raw_title": "Integer",
"field_type": "integer"
},
"previous": "10",
"current": "100",
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"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 valuecurrent
- The current numerical value
Custom Field Changed - Multiselect
The value of a multiselect custom field was changed.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "0572B2EE0A2B22E5EE8BB107928D7E6D",
"position": 3,
"total": 3
}
},
"type": "Custom Field Changed",
"custom_field": {
"id": 1234,
"raw_title": "Regions",
"field_type": "multiselect"
},
"previous": null,
"current": [
"east",
"west"
],
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"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/scurrent
- The current value/s
Custom Field Changed - Regex
The value of a regex custom field was changed.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "0572B2EE0A2B22E5EE8BB107928D7E6D",
"position": 4,
"total": 7
}
},
"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": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"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 valuecurrent
- The current regex value
Custom Field Changed - Tagger
The value of a tagger custom field was changed.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "0572B2EE0A2B22E5EE8BB107928D7E6D",
"position": 5,
"total": 7
}
},
"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": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"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 valuecurrent
- The current string value
Custom Field Changed - Text
The value of a text custom field was changed.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "0572B2EE0A2B22E5EE8BB107928D7E6D",
"position": 6,
"total": 7
}
},
"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": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"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 valuecurrent
- The current string value
Custom Field Changed - Text Area
The value of a multiline text custom field was changed.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "0572B2EE0A2B22E5EE8BB107928D7E6D",
"position": 7,
"total": 7
}
},
"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": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"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 textcurrent
- The current multiline text
Custom Field Changed - Lookup
The target id value of a lookup custom field changed.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "0572B2EE0A2B22E5EE8BB107928D7E6D",
"position": 7,
"total": 7
}
},
"type": "Custom Field Changed",
"custom_field": {
"id": 1234,
"raw_title": "ticket-lookup",
"field_type": "lookup"
},
"previous": {
"relationship_target": "ticket",
"id": "4"
},
"current": {
"relationship_target": "ticket",
"id": "1"
},
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"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 lookup relationship target and idcurrent
- The current lookup relationship target and id
Note: relationship_target
can be ticket
, user
or organization
.
Description Changed
The description was changed in a ticket.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "ED28AEC3317694CB34AF1A28CFA0D3A8",
"position": 1,
"total": 1
}
},
"type": "Description Changed",
"previous": "first description",
"current": "second description",
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"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 descriptioncurrent
- The current text description
External ID Changed
The external ticket ID was changed.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "39CB54C1358AB877EF9014E915008EAB",
"position": 1,
"total": 1
}
},
"type": "External ID Changed",
"previous": "cfe1a82d-64b2-4ee8-b659-9b3f873a0c1d",
"current": "093225e7-942c-4d59-bcc4-3f5d22f54bfd",
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"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 external ticket IDcurrent
- The current external ticket ID
Email CCs Changed
Users were added or removed from a ticket.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-12-17T23:04:24Z",
"ref": "1-1234567890",
"sequence": {
"id": "741C55D3FCB9F0074C488AB1C68A40AA",
"position": 1,
"total": 2
}
},
"type": "Email CCs Changed",
"users_added": [112233445566],
"users_removed": [],
"ticket": {
"id": 35436,
"created_at": "2019-11-27T05:58:44Z",
"updated_at": "2019-12-17T23:04:24Z",
"type": "problem",
"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:
users_added
- A list of users added to the Email CCs of a ticketusers_removed
- A list of users removed from the Email CCs of a ticket
Followers Changed
Followers were changed on a ticket.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-12-17T23:04:24Z",
"ref": "1-1234567890",
"sequence": {
"id": "741C55D3FCB9F0074C488AB1C68A40AA",
"position": 2,
"total": 2
}
},
"type": "Followers Changed",
"users_added": [112233445566],
"users_removed": [],
"ticket": {
"id": 35436,
"created_at": "2019-11-27T05:58:44Z",
"updated_at": "2019-12-17T23:04:24Z",
"type": "problem",
"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:
users_added
- A list of users added to ticket folllowersusers_removed
- A list of users removed from ticket followers
Form Changed
The form was changed in the ticket.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "B427D1AEDCAA3E4C5B3BB010BB8FB8A6",
"position": 1,
"total": 1
}
},
"type": "Form Changed",
"previous": null,
"current": 6876543,
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"type": "question",
"priority": "low",
"status": "open",
"requester_id": 20978392,
"submitter_id": 76872,
"assignee_id": 235324,
"organization_id": 11978392,
"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 form Id of the ticketcurrent
- The current form Id of the ticket
Group Assignment Changed
A ticket was reassigned to another group of agents.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "2728AEC3317694CB34AF1A28CFA0D3A8",
"position": 2,
"total": 3
}
},
"type": "Group Assignment Changed",
"previous": 98738,
"current": 98739,
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"type": "question",
"priority": "low",
"status": "open",
"requester_id": 20978392,
"submitter_id": 76872,
"assignee_id": 235324,
"organization_id": 10002,
"group_id": 98739,
"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 group assignment IDcurrent
- The current group assignment ID
Organization Changed
The organization was changed in the ticket.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "B427D1AEDCAA3E4C5B3BB010BB8FB8A6",
"position": 6,
"total": 8
}
},
"type": "Organization Changed",
"previous": 11178377,
"current": 11978392,
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"type": "question",
"priority": "low",
"status": "open",
"requester_id": 20978392,
"submitter_id": 76872,
"assignee_id": 235324,
"organization_id": 11978392,
"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 organization in the ticketcurrent
- The current organization in the ticket
Priority Changed
The priority was changed on a ticket.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "7196EBCC68D839B44610C1CC70EA2077",
"position": 4,
"total": 5
}
},
"type": "Priority Changed",
"previous": "normal",
"current": "urgent",
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"type": "question",
"priority": "urgent",
"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 ticket priority valuecurrent
- The current ticket priority value
The previous
and current
properties can be "null", or have a string value of "low", "normal", "high", or "urgent".
Problem Link Changed
The problem ID associated with an incident type ticket was changed.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "A8F9C10B29095AAE2B62B73F04D292BA",
"position": 1,
"total": 1
}
},
"type": "Problem Link Changed",
"previous": 78888,
"current": 76872,
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"type": "incident",
"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 problem link IDcurrent
- The current problem link ID
Requester Changed
The requester of a Support ticket was changed.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "35D52F7D44640033CCCE4A5F1ADDB2AA",
"position": 6,
"total": 9
}
},
"type": "Requester Changed",
"previous": 20178377,
"current": 20978392,
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"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 ticket requester IDcurrent
- The current ticket requester ID
Status Changed
The status of a Support ticket was changed.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "3A0D9570D25C80909594821C606343B5",
"position": 1,
"total": 1
}
},
"type": "Status Changed",
"previous": "open",
"current": "solved",
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"type": "question",
"priority": "low",
"status": "solved",
"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 ticket statuscurrent
- The current ticket status
Subject Changed
An event when subject of an existing ticket is changed.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "35D52F7D44640033CCCE4A5F1ADDB2AA",
"position": 3,
"total": 9
}
},
"type": "Subject Changed",
"previous": "first ticket",
"current": "sample ticket",
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"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 ticket subject descriptioncurrent
- The current ticket subject description
Submitter Changed
An event when the submitter of an existing Support ticket is changed.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "3A0D9570D25C80909594821C606343B5",
"position": 7,
"total": 9
}
},
"type": "Submitter Changed",
"previous": 78888,
"current": 76872,
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"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 ticket submitter IDcurrent
- The current ticket submitter ID
Tags Changed
Tags was changed in an Support ticket.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "2728AEC3317694CB34AF1A28CFA0D3A8",
"position": 5,
"total": 6
}
},
"type": "Tags Changed",
"tags_added": ["vip"],
"tags_removed": [],
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"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",
"vip"
],
"via": {
"channel": "web"
}
}
}
}
}
The event contains the following unique properties in the ticket_event
object:
tags_added
- Tags added to the tickettags_removed
- Tags removed from the ticket
Task Due At Changed
The task due date and time on a Support ticket was changed.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "F6381A7A89C6EFAF887BD06ACBE5761C",
"position": 1,
"total": 1
}
},
"type": "Task Due At Changed",
"previous": "2019-05-30T00:00:00Z",
"current": "2019-06-09T00:00:00Z",
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"type": "task",
"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 timecurrent
- The current date and time
Ticket Created
A Support ticket was created.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-20T22:55:29Z",
"ref": "1-1234567890",
"sequence": {
"id": "35D52F7D44640033CCCE4A5F1ADDB2AA",
"position": 1,
"total": 9
}
},
"type": "Ticket Created",
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-20T22:55:29Z",
"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"
}
}
}
}
}
Ticket Marked as Spam
A Support ticket was marked as spam.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-20T22:55:29Z",
"ref": "1-1234567890",
"sequence": {
"id": "E6EDCA743B15E8C1ABF324E7DC85019A",
"position": 1,
"total": 2
}
},
"type": "Ticket Marked as Spam",
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-20T22:55:29Z",
"type": "question",
"priority": "low",
"status": "deleted",
"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"
}
}
}
}
}
Ticket Merged
A Support ticket was merged.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-20T22:55:29Z",
"ref": "1-1234567890",
"sequence": {
"id": "3A0D9570D25C80909594821C606343B5",
"position": 5,
"total": 5
}
},
"type": "Ticket Merged",
"target_ticket_id": 35425,
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-20T22:55:29Z",
"type": "question",
"priority": "low",
"status": "closed",
"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 property target_ticket_id
, which is the ID of the ticket that the ticket has been merged into.
Ticket Permanently Deleted
A Support ticket was permanently deleted.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-20T22:55:29Z",
"ref": "1-1234567890",
"sequence": {
"id": "E2CC1A53600363B42CAAD86D08F5BBFC",
"position": 1,
"total": 1
}
},
"type": "Ticket Permanently Deleted",
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-20T22:55:29Z",
"type": "question",
"priority": "low",
"status": "deleted",
"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"
}
}
}
}
}
Ticket Soft Deleted
A Support ticket was soft deleted. For more information, see Soft delete.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-20T22:55:29Z",
"ref": "1-1234567890",
"sequence": {
"id": "E6EDCA743B15E8C1ABF324E7DC85019A",
"position": 1,
"total": 2
}
},
"type": "Ticket Soft Deleted",
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-20T22:55:29Z",
"type": "question",
"priority": "low",
"status": "deleted",
"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"
}
}
}
}
}
Ticket Type Changed
A Support ticket type was changed.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-25T01:23:45Z",
"ref": "1-1234567890",
"sequence": {
"id": "35D52F7D44640033CCCE4A5F1ADDB2AA",
"position": 5,
"total": 9
}
},
"type": "Ticket Type Changed",
"previous": "question",
"current": "incident",
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-25T01:23:45Z",
"type": "incident",
"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 ticket typecurrent
- The current ticket type
The properties will be "null", or have a string value of "question", "incident", "problem", or "task".
Ticket Undeleted
A Support ticket was undeleted.
Example
{
"account_id": 12345,
"integration_key": "my_integration_key",
"subdomain": "my_zendesk_subdomain",
"input": {
"ticket_event": {
"meta": {
"version": "1.0",
"occurred_at": "2019-05-20T22:55:29Z",
"ref": "1-1234567890",
"sequence": {
"id": "2AB606C18FEF17757413588D0D713AC6",
"position": 1,
"total": 2
}
},
"type": "Ticket Undeleted",
"ticket": {
"id": 35436,
"created_at": "2019-05-20T22:55:29Z",
"updated_at": "2019-05-20T22:55:29Z",
"type": null,
"priority": null,
"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"
}
}
}
}
}