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.

Tag Event Payload
ticket.AgentAssignmentChanged Agent Assignment Changed
ticket.AttachmentLinkedToComment Attachment Linked to Comment
ticket.AttachmentRedactedFromComment Attachment Redacted from Comment
ticket.BrandChanged Brand Changed
ticket.CommentAdded Comment Created
ticket.CommentMadePrivate Comment Made Private
ticket.CommentRedacted Comment Redacted
ticket.CustomFieldChanged Custom 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
ticket.DescriptionChanged Description Changed
ticket.CcsChanged Email CCs Changed
ticket.ExternalIdChanged External ID Changed
ticket.FollowersChanged Followers Changed
ticket.TicketFormChanged Form Changed
ticket.GroupAssignmentChanged Group Assignment Changed
ticket.OrganizationChanged Organization Changed
ticket.PriorityChanged Priority Changed
ticket.ProblemLinkChanged Problem Link Changed
ticket.RequesterChanged Requester Changed
ticket.StatusChanged Status Changed
ticket.SubjectChanged Subject Changed
ticket.SubmitterChanged Submitter Changed
ticket.TagsChanged Tags Changed
ticket.TaskDueAtChanged Task Due At Changed
ticket.TicketCreated Ticket Created
ticket.MarkedAsSpam Ticket Marked as Spam
ticket.TicketMerged Ticket Merged
ticket.TicketPermanentlyDeleted Ticket Permanently Deleted
ticket.TicketSoftDeleted Ticket Soft Deleted
ticket.TicketTypeChanged Ticket Type Changed
ticket.TicketUndeleted Ticket Undeleted

Agent Assignment Changed

A ticket was reassigned to another agent in Support.

Example

{  // other properties omitted 
  "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

{  // other properties omitted 
  "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

{  // other properties omitted 
  "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

{  // other properties omitted 
  "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

{  // other properties omitted 
  "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

{  // other properties omitted 
  "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

{  // other properties omitted 
  "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

{   // other properties omitted 
  "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

{  // other properties omitted 
  "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

{  // other properties omitted 
  "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

{   // other properties omitted 
  "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

{   // other properties omitted 
  "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

{   // other properties omitted 
  "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

{   // other properties omitted 
  "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

{   // other properties omitted 
  "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

{  // other properties omitted 
  "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

{   // other properties omitted 
  "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 text
  • current - The current multiline text

Description Changed

The description was changed in a ticket.

Example

{  // other properties omitted 
  "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 description
  • current - The current text description

External ID Changed

The external ticket ID was changed.

Example

{   // other properties omitted 
  "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 ID
  • current - The current external ticket ID

Email CCs Changed

Users were added or removed from a ticket.

Example

{   // other properties omitted 
  "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 ticket
  • users_removed - A list of users removed from the Email CCs of a ticket

Followers Changed

Followers were changed on a ticket.

Example

{  // other properties omitted 
  "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 folllowers
  • users_removed - A list of users removed from ticket followers

Form Changed

The form was changed in the ticket.

Example

{  // other properties omitted 
  "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 ticket
  • current - The current form Id of the ticket

Group Assignment Changed

A ticket was reassigned to another group of agents.

Example

{   // other properties omitted 
  "input": {    "ticket_event": {      "meta"