Ticket Skips
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}/skipsGET /api/v2/tickets/{ticket_id}/skips.jsonGET /api/v2/skips.json
Archived tickets are not included in the response. See About archived tickets in the Support Help Center.
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}}