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.

TagEvent Payload
ticket.AgentAssignmentChangedAgent Assignment Changed
ticket.AttachmentLinkedToCommentAttachment Linked to Comment
ticket.AttachmentRedactedFromCommentAttachment Redacted from Comment
ticket.BrandChangedBrand Changed
ticket.CommentAddedComment Created
ticket.CommentMadePrivateComment Made Private
ticket.CommentRedactedComment Redacted
ticket.CustomFieldChangedCustom Field Changed
Custom Field Changed - Checkbox
Custom Field Changed - Credit Card
Custom Field Changed - Date
Custom Field Changed - Decimal
Custom Field Changed - Integer
Custom Field Changed - Multiselect
Custom Field Changed - Regex
Custom Field Changed - Tagger
Custom Field Changed - Text
Custom Field Changed - Text Area
Custom Field Changed - Lookup
ticket.DescriptionChangedDescription Changed
ticket.CcsChangedEmail CCs Changed
ticket.ExternalIdChangedExternal ID Changed
ticket.FollowersChangedFollowers Changed
ticket.TicketFormChangedForm Changed
ticket.GroupAssignmentChangedGroup Assignment Changed
ticket.OrganizationChangedOrganization Changed
ticket.PriorityChangedPriority Changed
ticket.ProblemLinkChangedProblem Link Changed
ticket.RequesterChangedRequester Changed
ticket.StatusChangedStatus Changed
ticket.SubjectChangedSubject Changed
ticket.SubmitterChangedSubmitter Changed
ticket.TagsChangedTags Changed
ticket.TaskDueAtChangedTask Due At Changed
ticket.TicketCreatedTicket Created
ticket.MarkedAsSpamTicket Marked as Spam
ticket.TicketMergedTicket Merged
ticket.TicketPermanentlyDeletedTicket Permanently Deleted
ticket.TicketSoftDeletedTicket Soft Deleted
ticket.TicketTypeChangedTicket Type Changed
ticket.TicketUndeletedTicket Undeleted

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 ID
  • current - 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 ID
  • current - 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 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 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 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

{  "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 value
  • current - 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 time
  • current - 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 value
  • current - 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 value
  • current - 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/s
  • current - 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 value
  • current - 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 value
  • current - 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 value
  • current - 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"