Zendesk events in Sunshine

Important: The Zendesk events in Sunshine for Support, Talk, and Gather are in early access. They are activated in Admin Center under People > Configuration > Events setup. This is subject to change and should not be used in a production environment.

An event is a description of an activity that has occurred, such as when a user’s name is changed, or when a support request is created. Events across Zendesk products are made available in Sunshine. They can be retrieved using the Events API, or viewed in the customer context in the Zendesk Agent Workspace.

Supported events

The following table lists the supported Zendesk events emitted through Sunshine events. See the sections below for event details and examples.

Event type	Zendesk product	Description	Availability
identity_created	Support	A new identifier was added to a user	GA
identity_changed	Support	A user’s identifier was updated	GA
name_changed	Support	A user’s name was updated	GA
details_changed	Support	A user’s details were updated	GA
notes_changed	Support	A user’s notes were updated	GA
organization_added	Support	An organization was added to the user	GA
organization_removed	Support	An organization was removed from the user	GA
user_merged	Support	A user was merged with another user	GA
user_suspension_changed	Support	A user was suspended	GA
ticket_requested	Support	A Support ticket was requested	GA
ticket_requester_changed	Support	A ticket requester was changed	GA
answers_suggested	Guide	The number of articles suggested to the user while creating a support request	GA
article_instant_search_result_clicked	Guide	The article link was clicked in the help center dropdown search results	GA
article_search_result_clicked	Guide	The article link was clicked in the help center search results	GA
article_viewed	Guide	The help center article was viewed	GA
help_center_searched	Guide	A user searched the help center using the search bar	GA
suggested_article_clicked	Guide	Article suggested to the user was clicked while submitting a support request	GA
article_subscribed	Guide	A user subscribed to an article	GA
article_vote_added	Guide	A user added a vote for an article	GA
article_comment_created	Guide	A user added a comment for an article	GA
community_post_viewed	Gather	A community post was viewed	GA
community_search_result_clicked	Gather	A community post search result was clicked	GA
community_post_created	Gather	A community post was created	GA
community_post_vote_added	Gather	A user added a vote for a community post	GA
community_post_subscribed	Gather	A user subscribed to a community post	GA
community_comment_created	Gather	A user added a comment for a community post	GA
community_comment_vote_added	Gather	A user added a vote for a community post comment	GA
page_view	SDKs	A page was viewed where the Web Widget or SDK is installed	GA

SDK Events

Page viewed

A page was viewed where the Web Widget or SDK is installed. Page views are displayed to agents in the customer context panel for Zendesk messaging customers.

Example

Status 200 OK

{
            "id": "01FY8J3D3X6GWKGR9M14PP6D1Q",
            "type": "page_view",
            "source": "zendesk",
            "description": "",
            "created_at": "2022-03-16T05:09:39.328Z",
            "received_at": "2022-03-16T05:09:39.593225847Z",
            "properties": {
                "channel": "web_messenger",
                "device_id": "7e124a8b13a24635881812ah6f5188ce",
                "referrer": "https://some-website.com/en-us/articles/How-do-I-publish-my-content",
                "session_id": "2e40d024khsa498b81452a70bb693b1e9",
                "title": "What are these sections?",
                "url": "https://some-website.com/en-us/articles/5179514369534-What-are-these-sections",
                "user_agent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/99.0.4844.51 Safari/537.36"
            }
}

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

• channel - The channel where the event occurred. Values can be "mobile_sdk", "web_widget", "support_sdk" or "web_messenger"
• device_id - The ID that identifies the end user’s device
• referrer - The value of the HTTP Referer header on the viewed page (if set)
• session_id - A unique identifier for the user's browsing session. This will be reset when the browser tab is closed or after 30 minutes of inactivity, whichever occurs first.
• title - The title of the viewed page
• url - The URL of the viewed page
• user_agent - The value of the User-Agent header, which is an identifier for the user's browser.

Zendesk Guide events

Answers suggested

Article suggestions when a user submitted a new support request. The support request subject field is used to query suggested articles.

Example

{
            "id": "01EADX8ZHNC53NCWV38RWPMPJQ",
            "type": "answers_suggested",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-06-10T01:24:53.941314392Z",
            "received_at": "2020-06-10T01:24:58.143324138Z",
            "properties": {
                "result_count": 5,
                "search_query": "help"
            }
 }

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

• result_count - The number of articles suggested to the user when submitting a new support request
• search_query - The query used to provide suggested articles

Article instant search result clicked

A user clicked an article link in the instant search result drop down on the help center page.

Example

{
            "id": "01EAGBS4MPC53NCWV38RWPMPJQ",
            "type": "article_instant_search_result_clicked",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-06-11T00:16:52.374269872Z",
            "received_at": "2020-06-11T00:16:54.973520585Z",
            "properties": {
                "article_id": 360044308092,
                "article": {
                    "display_name": "Refund options",
                    "url": "url"
                 },
                "locale": "en-us"
            }
}

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

• article_id - The help center article identifier
• article.display_name - The help center article title
• article.url - The help center article URL
• locale - The language used to view the article

Article search result clicked

A user clicked on an article appearing in a search result in the help center.

Example

{
            "id": "01EADYGJDKC53NCWV38RWPMPJQ",
            "type": "article_search_result_clicked",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-06-10T01:46:31.219738419Z",
            "received_at": "2020-06-10T01:46:40.114502688Z",
            "properties": {
                "article_id": 360043980132,
                "article": {
                    "display_name": "Refund options",
                    "url": "url"
                 },
                "locale": "en-us"
            }
}

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

• article_id - The help center article identifier
• article.display_name - The help center article title
• article.url - The help center article URL
• locale - The language used to view the article

Article viewed

A user viewed a help center article. Triggered from the help center or mobile SDK.

Example

{
            "id": "01EADW2Q2AC53NCWV38RWPMPJQ",
            "type": "article_viewed",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-06-10T01:04:00.074320469Z",
            "received_at": "2020-06-10T01:04:01.908815098Z",
            "properties": {
                "article_id": 360043980092,
                "article": {
                    "display_name": "Refund options",
                    "url": "url"
                 },
                "locale": "en-us",
                "channel": "help_center"
            }
}

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

• article_id - The help center article identifier
• article.display_name - The help center article title
• article.url - The help center article URL
• locale - The language used to view the article
• channel - The channel where the event occurred. Values can be "help_center" or "support_sdk"

Help center searched

A user searched the help center using the search field. Triggered from the help center or mobile SDK.

Example

{
            "id": "01EADXRV4QC53NCWV38RWPMPJQ",
            "type": "help_center_searched",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-06-10T01:33:33.71951541Z",
            "received_at": "2020-06-10T01:33:41.173895146Z",
            "properties": {
                "result_count": 5,
                "search_query": {
                    "locale": "en-us",
                    "page": 1,
                    "page_size": 10,
                    "query": "Help",
                    "search_id": "8a8a5a55-df2c-445f-9bbd-eacff9bf83b9",
                    "channel": "help_center"
                }
            }
}

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

• result_count - The number of articles returned from the search request. Applicable to events in the help center.

• Search query:

  • locale - The language used by the user
  • page - The page viewed. Applicable to events in the help center
  • page_size - The number of results displayed on the page. Applicable to events in the help center
  • query - The query entered
  • search_id - A unique identifier of the search query
  • channel - The channel where the event occurred. Values can be "help_center" or "support_sdk"

Suggested article clicked

A user clicked on a suggested article while submitting a new support request.

Example

{
            "id": "01EADX96YRC53NCWV38RWPMPJQ",
            "type": "suggested_article_clicked",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-06-10T01:25:01.528358417Z",
            "received_at": "2020-06-10T01:25:06.714429248Z",
            "properties": {
                "article_id": 360043980132,
                "article": {
                    "display_name": "Refund options",
                    "url": "url"
                 },
                "locale": "en-us",
            }
}

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

• article_id - The help center article identifier
• article.display_name - The help center article title
• article.url - The help center article URL
• locale - The language used to view the article

Zendesk Gather events

Community post viewed

A user clicked on a community post in the help center.

Example

{
            "id": "01EADZ7FQRC53NCWV38RWPMPJQ",
            "type": "community_post_viewed",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-06-10T01:59:02.135901062Z",
            "received_at": "2020-06-10T01:59:07.029595427Z",
            "properties": {
                "community_post_id": 360067836832
            }
}

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

• community_post_id - The community post identifier

Community search result clicked

A user clicked on a community post appearing in a search result in the help center.

Example

{
            "id": "01EADZ7EPSC53NCWV38RWPMPJQ",
            "type": "community_search_result_clicked",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-06-10T01:59:01.08124078Z",
            "received_at": "2020-06-10T01:59:06.394860314Z",
            "properties": {
                "community_post_id": 360067836832
            }
}

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

• community_post_id - The community post identifier

Zendesk Support events

Identity created

A user’s identifier was created. The following example shows the user’s phone number as the identifier.

Example

{
            "id": "01EAE0WQWZC9BMCD3469B76RJ8",
            "type": "identity_created",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-06-10T02:28:07Z",
            "received_at": "2020-06-10T02:28:07.201012928Z",
            "properties": {
                "identity_type": "phone_number",
                "value": "0412 123 456"
            }
}

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

• identity_type - The type of identifier. Examples include "phone_number" and "email"
• value - The current assigned identifier value

Identity changed

A user’s identifier was updated. The following example shows the user’s email address as the identifier.

Example

{
            "id": "01EADVYAW4C9BMCD3469B76RJ8",
            "type": "identity_changed",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-06-10T01:01:36Z",
            "received_at": "2020-06-10T01:01:36.536097818Z",
            "properties": {
                "current_value": "janesmith@**Example**.com",
                "identity_type": "email",
                "previous_value": "johnsmith@**Example**.com"
            }
        }

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

• current_value - The previous assigned identifier value
• identity_type - The type of identifier. Examples include "phone_number" and "email"
• previous_value - The current assigned identifier value

Name changed

A user’s name was updated by the user or by an agent.

Example

{
            "id": "01E8XD4VK9C9BMCD3469B76RJ8",
            "type": "name_changed",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-05-22T05:19:28Z",
            "received_at": "2020-05-22T05:19:28.986762787Z",
            "properties": {
                "current_value": "Jane Smith",
                "previous_value": "John Smith"
            }
}

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

• current_value - The current assigned name
• previous_value - The previous assigned name

Details changed

A user’s details was updated.

Example

{
            "id": "01E8XD4VK9C9BMCD3469B76RJ8",
            "type": "details_changed",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-05-22T05:19:28Z",
            "received_at": "2020-05-22T05:19:28.986762787Z",
            "properties": {
                "current_value": "Jane Smith",
                "previous_value": "John Smith"
            }
}

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

• current_value - The current assigned details
• previous_value - The previous assigned details

Notes changed

A user’s notes was updated.

Example

{
            "id": "01E8XD4VK9C9BMCD3469B76RJ8",
            "type": "notes_changed",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-05-22T05:19:28Z",
            "received_at": "2020-05-22T05:19:28.986762787Z",
            "properties": {
                "current_value": "Jane Smith",
                "previous_value": "John Smith"
            }
}

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

• current_value - The current assigned notes
• previous_value - The previous assigned notes

Organization added

An organization is added to the user

Example

{
            "id": "01E8XD4VK9C9BMCD3469B76RJ8",
            "type": "organization_added",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-05-22T05:19:28Z",
            "received_at": "2020-05-22T05:19:28.986762787Z",
            "properties": {
                "organization": "BigCo",
            }
}

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

• organization - The organization added to the user

Organization removed

An organization is removed from the user

Example

{
            "id": "01E8XD4VK9C9BMCD3469B76RJ8",
            "type": "organization_removed",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-05-22T05:19:28Z",
            "received_at": "2020-05-22T05:19:28.986762787Z",
            "properties": {
                "organization": "BigCo",
            }
}

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

• organization - The organization removed from the user

User merged

A user is merged with another user

Example

{
            "id": "01E8XD4VK9C9BMCD3469B76RJ8",
            "type": "user_merged",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-05-22T05:19:28Z",
            "received_at": "2020-05-22T05:19:28.986762787Z",
            "properties": {
                "winner": "Some User",
            }
}

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

• winner - The user that the other user was merged with.

User suspension changed

A user's suspension status changed

Example

{
            "id": "01E8XD4VK9C9BMCD3469B76RJ8",
            "type": "user_suspension_changed",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-05-22T05:19:28Z",
            "received_at": "2020-05-22T05:19:28.986762787Z",
            "properties": {
                "current_value": "TRUE",
                "previous_value": "FALSE"
            }
}

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

• current_value - The current suspension status
• previous_value - The previous suspension status