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}/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
}
}