Skill-based Routing

You can use the skill-based routing API to list skill types and skills, as well as list and set skills for tickets and agents. To learn more about the feature, see Using skills-based routing in the Support Help Center.

In this API, skill types are named attributes and skills are named attribute values.

Skill-based routing is only available on the Enterprise plan and above.

Attribute

An attribute in this API refers to a skill type. Skill types are categories of skills.

Name	Type	Comment
id	string	Automatically assigned when an attribute is created
name	string	The name of the attribute

Attribute Values

An attribute value in this API refers to a skill. Skills are associated with an agent and determine the agent's suitability to solve a ticket.

Name	Type	Comment
id	string	Automatically assigned when an attribute value is created
name	string	The name of the attribute value
attribute_id	string	Id of the associated attribute

JSON Format

Skill Based Routing are represented as JSON objects with the following properties:

Name	Type	Read-only	Mandatory	Description
created_at	string	true	false	When this record was created
id	string	true	false	Automatically assigned when an attribute is created
name	string	false	true	The name of the attribute
updated_at	string	true	false	When this record was last updated
url	string	true	false	URL of the attribute

Example

{
  "created_at": "2017-12-01T19:29:31Z",
  "id": "15821cba-7326-11e8-b07e-950ba849aa27",
  "name": "color",
  "updated_at": "2017-12-01T19:29:31Z",
  "url": "https://{subdomain}.zendesk.com/api/v2/routing/attributes/15821cba-7326-11e8-b07e-950ba849aa27.json"
}

List Agent Attribute Values

• GET /api/v2/routing/agents/{user_id}/instance_values

Returns an attribute value.

Allowed For

• Agents and admins

Parameters

Name	Type	In	Required	Description
user_id	integer	Path	true	The ID of the user

Using curl

curl https://{subdomain}.zendesk.com/api/v2/routing/agents/{user_id}/instance_values.json \
  -v -u {email_address}:{password}

Example Response

Status 200 OK

{
  "attribute_values": [
    {
      "created_at": "2018-11-08T19:22:58Z",
      "id": "b376b35a-e38b-11e8-a292-e3b6377c5575",
      "name": "French",
      "updated_at": "2018-11-08T19:22:58Z",
      "url": "https://{subdomain}.zendesk.com/api/v2/routing/attributes/afa31619-e38b-11e8-a292-5d17513d969b/values/b376b35a-e38b-11e8-a292-e3b6377c5575.json"
    }
  ]
}

Set Agent Attribute Values

• POST /api/v2/routing/agents/{user_id}/instance_values

Adds the specified attributes if no attributes exists, or replaces all existing attributes with the specified attributes.

Allowed For

• Admins

Parameters

Name	Type	In	Required	Description
user_id	integer	Path	true	The ID of the user

Using curl

curl https://{subdomain}.zendesk.com/api/v2/routing/agents/{user_id}/instance_values \
  -d "{\"attribute_value_ids\":[\"{attribute_value_id}\"]}" \
  -H "Content-Type: application/json" \
  -v -u {email_address}:{password} -X POST

Example Response

Status 200 OK

{
  "attribute_values": [
    {
      "created_at": "2018-11-08T19:22:58Z",
      "id": "b376b35a-e38b-11e8-a292-e3b6377c5575",
      "name": "French",
      "updated_at": "2018-11-08T19:22:58Z",
      "url": "https://{subdomain}.zendesk.com/api/v2/routing/attributes/afa31619-e38b-11e8-a292-5d17513d969b/values/b376b35a-e38b-11e8-a292-e3b6377c5575.json"
    }
  ]
}

List Account Attributes

• GET /api/v2/routing/attributes

Returns a list of attributes for the account.

Sideloads

The following sideloads are supported:

Name	Will sideload
attribute_values	The attribute values available on the account

Allowed For

• Agents and admins

Using curl

curl https://{subdomain}.zendesk.com/api/v2/automations.json \
  -v -u {email}:{password}

Example Response

Status 200 OK

{
  "attributes": [
    {
      "created_at": "2017-12-01T19:29:31Z",
      "id": "15821cba-7326-11e8-b07e-950ba849aa27",
      "name": "Color",
      "updated_at": "2017-12-01T19:29:31Z"
    }
  ],
  "count": 1,
  "next_page": null,
  "previous_page": null
}

Create Attribute

• POST /api/v2/routing/attributes

Creates an attribute.

Allowed For

• Agents

Using curl

curl https://{subdomain}.zendesk.com/api/v2/routing/attributes.json \
  -H "Content-Type: application/json" \
  -d '{"attribute": { "name": "Language" }}' \
  -v -u {email_address}:{password}

Example Response

Status 201 Created

{
  "attribute": {
    "created_at": "2018-11-15T23:44:45Z",
    "id": "6e279587-e930-11e8-a292-09cfcdea1b75",
    "name": "Language",
    "updated_at": "2018-11-15T23:44:45Z",
    "url": "https://{subdomain}.zendesk.com/api/v2/routing/attributes/6e279587-e930-11e8-a292-09cfcdea1b75.json"
  }
}

List Routing Attribute Definitions

• GET /api/v2/routing/attributes/definitions

Returns the condition definitions that can be configured to apply attributes to a ticket.

Allowed For

• Admins

Using curl

curl https://{subdomain}.zendesk.com/api/v2/routing/attributes/definitions.json \
  -v -u {email}:{password}

Example Response

Status 200 OK

{
  "definitions": {
    "conditions_all": [
      {
        "subject": "number_of_incidents",
        "title": "Number of incidents"
      }
    ],
    "conditions_any": [
      {
        "subject": "brand",
        "title": "Brand"
      }
    ]
  }
}

Show Attribute

• GET /api/v2/routing/attributes/{attribute_id}

Returns an attribute.

Allowed For

• Admins

Parameters

Name	Type	In	Required	Description
attribute_id	string	Path	true	The ID of the skill-based routing attribute

Using curl

curl https://{subdomain}.zendesk.com/api/v2/routing/attributes/{attribute_id}.json \
  -v -u {email_address}:{password}

Example Response

Status 200 OK

{
  "attribute": {
    "created_at": "2018-11-15T23:44:45Z",
    "id": "6e279587-e930-11e8-a292-09cfcdea1b75",
    "name": "Language",
    "updated_at": "2018-11-15T23:44:45Z",
    "url": "https://{subdomain}.zendesk.com/api/v2/routing/attributes/6e279587-e930-11e8-a292-09cfcdea1b75.json"
  }
}

Update Attribute

• PUT /api/v2/routing/attributes/{attribute_id}

Updates an attribute.

Allowed For

• Admins

Parameters

Name	Type	In	Required	Description
attribute_id	string	Path	true	The ID of the skill-based routing attribute

Using curl

curl https://{subdomain}.zendesk.com/api/v2/routing/attributes/{attribute_id}.json \
  -d '{ "name": "Lingua" }' \
  -X PATCH -H "Content-Type: application/json" \
  -v -u {email_address}:{password}

Example Response

Status 200 OK

{
  "attribute": {
    "created_at": "2018-11-15T23:44:45Z",
    "id": "6e279587-e930-11e8-a292-09cfcdea1b75",
    "name": "Lingua",
    "updated_at": "2018-11-15T23:44:45Z",
    "url": "https://{subdomain}.zendesk.com/api/v2/routing/attributes/6e279587-e930-11e8-a292-09cfcdea1b75.json"
  }
}

Delete Attribute

• DELETE /api/v2/routing/attributes/{attribute_id}

Deletes an attribute.

Allowed For

• Admins

Parameters

Name	Type	In	Required	Description
attribute_id	string	Path	true	The ID of the skill-based routing attribute

Using curl

curl https://{subdomain}.zendesk.com/api/v2/routing/attributes/{attribute_id}.json \
  -X DELETE -v -u {email_address}:{password}

Example Response

Status 204 No Content

List Attribute Values for an Attribute

• GET /api/v2/routing/attributes/{attribute_id}/values

Returns a list of attribute values for a provided attribute.

Allowed For

• Admins

Parameters

Name	Type	In	Required	Description
attribute_id	string	Path	true	The ID of the skill-based routing attribute

Using curl

curl https://{subdomain}.zendesk.com/api/v2/routing/attributes/{attribute_id}/values.json \
  -v -u {email_address}:{password}

Example Response

Status 200 OK

{
  "attribute_values": [
    {
      "created_at": "2018-11-08T19:22:58Z",
      "id": "b376b35a-e38b-11e8-a292-e3b6377c5575",
      "name": "French",
      "updated_at": "2018-11-08T19:22:58Z",
      "url": "https://{subdomain}.zendesk.com/api/v2/routing/attributes/afa31619-e38b-11e8-a292-5d17513d969b/values/b376b35a-e38b-11e8-a292-e3b6377c5575.json"
    }
  ]
}

Create Attribute Value

• POST /api/v2/routing/attributes/{attribute_id}/values

Creates an attribute value.

Allowed For

• Admins

Parameters

Name	Type	In	Required	Description
attribute_id	string	Path	true	The ID of the skill-based routing attribute

Using curl

curl https://{subdomain}.zendesk.com/api/v2/routing/attributes/{attribute_id}/values.json \
  -H "Content-Type: application/json" \
  -d '{"attribute_value": { "name": "Japanese" }}' \
  -v -u {email_address}:{password}

Example Response

Status 201 Created

{
  "attribute_value": {
    "created_at": "2018-11-08T19:22:58Z",
    "id": "6ccddacf-e85e-11e8-a292-ad7686bdff67",
    "name": "Japanese",
    "updated_at": "2018-11-08T19:22:58Z",
    "url": "https://{subdomain}.zendesk.com/api/v2/routing/attributes/afa31619-e38b-11e8-a292-5d17513d969b/values/6ccddacf-e85e-11e8-a292-ad7686bdff67.json"
  }
}

Show Attribute Value

• GET /api/v2/routing/attributes/{attribute_id}/values/{attribute_value_id}

Returns an attribute value.

Allowed For

• Admins

Parameters

Name	Type	In	Required	Description
attribute_id	string	Path	true	The ID of the skill-based routing attribute
attribute_value_id	string	Path	true	The ID of the skill-based routing attribute value

Using curl

curl https://{subdomain}.zendesk.com/api/v2/routing/attributes/{attribute_id}/values/{attribute_value_id} \
  -v -u {email_address}:{password}

Example Response

Status 200 OK

{
  "attribute_value": {
    "created_at": "2018-11-08T19:22:58Z",
    "id": "b376b35a-e38b-11e8-a292-e3b6377c5575",
    "name": "French",
    "updated_at": "2018-11-08T19:22:58Z",
    "url": "https://{subdomain}.zendesk.com/api/v2/routing/attributes/afa31619-e38b-11e8-a292-5d17513d969b/values/b376b35a-e38b-11e8-a292-e3b6377c5575.json"
  }
}

Update Attribute Value

• PATCH /api/v2/routing/attributes/{attribute_id}/values/{attribute_value_id}

Updates an attribute value.

Allowed For

• Admins

Parameters

Name	Type	In	Required	Description
attribute_id	string	Path	true	The ID of the skill-based routing attribute
attribute_value_id	string	Path	true	The ID of the skill-based routing attribute value

Using curl

curl https://{subdomain}.zendesk.com/api/v2/routing/attributes/{attribute_id}/values/{attribute_value_id}.json \
  -X PATCH -H "Content-Type: application/json" \
  -d '{ "name": "German (Advanced)" }' \
  -v -u {email_address}:{password}

Example Response

Status 200 OK

{
  "attribute_value": {
    "created_at": "2018-11-14T22:41:28Z",
    "id": "b376b35a-e38b-11e8-a292-e3b6377c5575",
    "name": "German (Advanced)",
    "updated_at": "2018-11-14T22:45:01Z",
    "url": "https://{subdomain}.zendesk.com/api/v2/routing/attributes/afa31619-e38b-11e8-a292-5d17513d969b/values/b376b35a-e38b-11e8-a292-e3b6377c5575.json"
  }
}

Delete Attribute Value

• DELETE /api/v2/routing/attributes/{attribute_id}/values/{attribute_value_id}

Deletes an attribute value.

Allowed For

• Agents

Parameters

Name	Type	In	Required	Description
attribute_id	string	Path	true	The ID of the skill-based routing attribute
attribute_value_id	string	Path	true	The ID of the skill-based routing attribute value

Using curl

curl https://{subdomain}.zendesk.com/api/v2/routing/attributes/{attribute_id}/values/{attribute_value_id}.json \
  -X DELETE -v -u {email_address}:{password}

Example Response

Status 204 No Content

List Tickets Fulfilled by a User

• GET /api/v2/routing/requirements/fulfilled

Returns a list of ticket ids that contain attributes matching the current user's attributes. Accepts a ticket_ids parameter for relevant tickets to check for matching attributes.

Allowed For

• Agents and admins

Parameters

Name	Type	In	Required	Description
ticket_ids	integer	Path	true	The IDs of the relevant tickets to check for matching attributes

Using curl

curl 'https://{subdomain}.zendesk.com/api/v2/routing/requirements/fulfilled?ticket_ids\[\]=17&ticket_ids\[\]=1&ticket_ids\[\]=99' \
  -v -u {email_address}:{password}

Example Response

Status 200 OK

{
  "fulfilled_ticket_ids": [
    1,
    17
  ]
}

List Ticket Attribute Values

• GET /api/v2/routing/tickets/{ticket_id}/instance_values

Returns a list of attributes values for the ticket.

Allowed For

• Agents and admins

Parameters

Name	Type	In	Required	Description
ticket_id	integer	Path	true	The ID of the ticket

Using curl

curl https://{subdomain}.zendesk.com/api/v2/routing/tickets/{ticket_id}/instance_values.json \
  -v -u {email_address}:{password}

Example Response

Status 200 OK

{
  "attribute_values": [
    {
      "attribute_id": "f4a604b1-d6cd-11e7-a492-657e7928664c",
      "created_at": "2017-12-01T19:29:41Z",
      "id": "fa1131e2-d6cd-11e7-a492-dbdd5500c7e3",
      "name": "Ocean",
      "updated_at": "2017-12-01T19:35:45Z"
    }
  ]
}

Set Ticket Attribute Values

• POST /api/v2/routing/tickets/{ticket_id}/instance_values

Adds the specified attributes if no attributes exists, or replaces all existing attributes with the specified attributes.

Invalid or deleted attributes are ignored.

Allowed For

• Admins

Parameters

Name	Type	In	Required	Description
ticket_id	integer	Path	true	The ID of the ticket

Using curl

curl https://{subdomain}.zendesk.com/api/v2/routing/tickets/{ticket_id}/instance_values \
  -d "{\"attribute_value_ids\":[\"{attribute_value_id}\"]}" \
  -H "Content-Type: application/json" \
  -v -u {email_address}:{password} -X POST

Example Response

Status 200 OK

{
  "attribute_values": [
    {
      "attribute_id": "f4a604b1-d6cd-11e7-a492-657e7928664c",
      "created_at": "2017-12-01T19:29:41Z",
      "id": "fa1131e2-d6cd-11e7-a492-dbdd5500c7e3",
      "name": "Ocean",
      "updated_at": "2017-12-01T19:35:45Z"
    }
  ]
}