A skip is a record of when an agent skips over a ticket without responding to the end user. Skips are typically recorded while a play-only agent is in Guided mode.

JSON Format

Ticket Skips are represented as JSON objects with the following properties:

Name Type Read-only Mandatory Description
created_at string true false Time the skip was created
id integer true false Automatically assigned upon creation
reason string true false Reason for skipping the ticket
ticket object false false The skipped ticket. See the Ticket object reference
ticket_id integer true false ID of the skipped ticket
updated_at string true false Time the skip was last updated
user_id integer true false ID of the skipping agent

Example

{  "created_at": "2015-09-30T21:44:03Z",  "id": 1,  "reason": "I have no idea.",  "ticket": {    "assignee_id": 235323,    "collaborator_ids": [      35334,      234    ],    "created_at": "2009-07-20T22:55:29Z",    "custom_fields": [      {        "id": 27642,        "value": "745"      },      {        "id": 27648,        "value": "yes"      }    ],    "description": "The fire is very colorful.",    "due_at": null,    "external_id": "ahg35h3jh",    "follower_ids": [      35334,      234    ],    "group_id": 98738,    "has_incidents": false,    "id": 123,    "organization_id": 509974,    "priority": "high",    "problem_id": 9873764,    "raw_subject": "{{dc.printer_on_fire}}",    "recipient": "[email protected]",    "requester_id": 20978392,    "satisfaction_rating": {      "comment": "Great support!",      "id": 1234,      "score": "good"    },    "sharing_agreement_ids": [      84432    ],    "status": "open",    "subject": "Help, my printer is on fire!",    "submitter_id": 76872,    "tags": [      "enterprise",      "other_tag"    ],    "type": "incident",    "updated_at": "2011-05-05T10:38:52Z",    "url": "https://company.zendesk.com/api/v2/tickets/35436.json",    "via": {      "channel": "web"    }  },  "ticket_id": 123,  "updated_at": "2015-09-30T21:44:03Z",  "user_id": 456}

List Ticket Skips

  • GET /api/v2/users/{user_id}/skips
  • GET /api/v2/tickets/{ticket_id}/skips.json
  • GET /api/v2/skips.json

Archived tickets are not included in the response. See About archived tickets in the Support Help Center.

Pagination

  • Cursor pagination (recommended)
  • Offset pagination

See Pagination.

Returns a maximum of 100 records per page.

Allowed For

  • Agents with read-only or higher reporting access permissions
  • Agents retrieving their own skips

Parameters

Name Type In Required Description
sort_order string Query false Sort order. Defaults to "asc". Allowed values are "asc", or "desc".
ticket_id integer Path true The ID of the ticket
user_id integer Path false User ID of an agent

Using curl

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

Example Response

Status 200 OK
{  "skips": [    {      "created_at": "2015-09-30T21:44:03Z",      "id": 1,      "reason": "I have no idea.",      "ticket": {        "assignee_id": 235323,        "collaborator_ids": [          35334,          234        ],        "created_at": "2009-07-20T22:55:29Z",        "custom_fields": [          {            "id": 27642,            "value": "745"          },          {            "id": 27648,            "value": "yes"          }        ],        "description": "The fire is very colorful.",        "due_at": null,        "external_id": "ahg35h3jh",        "follower_ids": [          35334,          234        ],        "group_id": 98738,        "has_incidents": false,        "id": 123,        "organization_id": 509974,        "priority": "high",        "problem_id": 9873764,        "raw_subject": "{{dc.printer_on_fire}}",        "recipient": "[email protected]",        "requester_id": 20978392,        "satisfaction_rating": {          "comment": "Great support!",          "id": 1234,          "score": "good"        },        "sharing_agreement_ids": [          84432        ],        "status": "open",        "subject": "Help, my printer is on fire!",        "submitter_id": 76872,        "tags": [          "enterprise",          "other_tag"        ],        "type": "incident",        "updated_at": "2011-05-05T10:38:52Z",        "url": "https://company.zendesk.com/api/v2/tickets/35436.json",        "via": {          "channel": "web"        }      },      "ticket_id": 123,      "updated_at": "2015-09-30T21:44:03Z",      "user_id": 456    },    {      "created_at": "2015-10-01T21:44:03Z",      "id": 2,      "reason": "I am lost.",      "ticket": {        "assignee_id": 235323,        "collaborator_ids": [          35334,          234        ],        "created_at": "2009-07-20T22:55:29Z",        "custom_fields": [          {            "id": 27642,            "value": "745"          },          {            "id": 27648,            "value": "yes"          }        ],        "description": "The fire is very colorful.",        "due_at": null,        "external_id": "ahg35h3jh",        "follower_ids": [          35334,          234        ],        "group_id": 98738,        "has_incidents": false,        "id": 321,        "organization_id": 509974,        "priority": "high",        "problem_id": 9873764,        "raw_subject": "{{dc.printer_on_fire}}",        "recipient": "[email protected]",        "requester_id": 20978392,        "satisfaction_rating": {          "comment": "Great support!",          "id": 1234,          "score": "good"        },        "sharing_agreement_ids": [          84432        ],        "status": "open",        "subject": "Help, my printer is on fire!",        "submitter_id": 76872,        "tags": [          "enterprise",          "other_tag"        ],        "type": "incident",        "updated_at": "2011-05-05T10:38:52Z",        "url": "https://company.zendesk.com/api/v2/tickets/35436.json",        "via": {          "channel": "web"        }      },      "ticket_id": 321,      "updated_at": "2015-10-01T21:44:03Z",      "user_id": 654    }  ]}

Record a new skip for the current user

  • POST /api/v2/skips

Record a new ticket skip for the current user.

Allowed For

  • Agents

Using curl

curl https://{subdomain}.zendesk.com/api/v2/skips.json \-v -u {email_address}:{password} \-H "Content-Type: application/json" -X POST \-d '{"skip": {"ticket_id": 123, "reason": "I have no idea."}}'

Example Response

Status 201 Created
{  "skip": {    "created_at": "2015-09-30T21:44:03Z",    "id": 1,    "reason": "I have no idea.",    "ticket": {      "assignee_id": 235323,      "collaborator_ids": [        35334,        234      ],      "created_at": "2009-07-20T22:55:29Z",      "custom_fields": [        {          "id": 27642,          "value": "745"        },        {          "id": 27648,          "value": "yes"        }      ],      "description": "The fire is very colorful.",      "due_at": null,      "external_id": "ahg35h3jh",      "follower_ids": [        35334,        234      ],      "group_id": 98738,      "has_incidents": false,      "id": 123,      "organization_id": 509974,      "priority": "high",      "problem_id": 9873764,      "raw_subject": "{{dc.printer_on_fire}}",      "recipient": "[email protected]",      "requester_id": 20978392,      "satisfaction_rating": {        "comment": "Great support!",        "id": 1234,        "score": "good"      },      "sharing_agreement_ids": [        84432      ],      "status": "open",      "subject": "Help, my printer is on fire!",      "submitter_id": 76872,      "tags": [        "enterprise",        "other_tag"      ],      "type": "incident",      "updated_at": "2011-05-05T10:38:52Z",      "url": "https://company.zendesk.com/api/v2/tickets/35436.json",      "via": {        "channel": "web"      }    },    "ticket_id": 123,    "updated_at": "2015-09-30T21:44:03Z",    "user_id": 456  }}