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.

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
	Custom Field Changed - Lookup
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

{
  "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"
        }
      }
    }
  }
}

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

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

Custom Field Changed - Lookup

The target id value of a lookup custom field changed.

Example

{
  "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 id
• current - 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 description
• current - 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 ID
• current - 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,