Agent Availability Events
This page documents webhook request payloads for Agent Availability Events. For an overview, see Webhook event types.
Detail object properties
For agent status events, the detail
object contains the following properties:
account_id
agent_id
version
Event types
The following sections contain example payloads and event
object properties for agent status event types.
Event type | Payload and properties |
---|---|
zen:event-type:agent.state_changed | Agent Per Channel Status Changed |
zen:event-type:agent.work_item_added | Agent Work Item Added |
zen:event-type:agent.work_item_updated | Agent Work Item Updated |
zen:event-type:agent.work_item_removed | Agent Work Item Removed |
zen:event-type:agent.max_capacity_changed | Agent Maximum Capacity Changed |
zen:event-type:agent.unified_state_changed | Agent Unified Status Changed |
zen:event-type:agent.channel_created | Agent Channel Created |
zen:event-type:agent.channel_deleted | Agent Channel Deleted |
zen:event-type:agent.groups_updated | Agent Group Membership Updated |
Agent Per Channel Status Changed
An agent's status for a specific channel changed. new_state
indicates whether the agent's status is online, offline, or away on a particular channel.
{
"account_id": 2,
"detail": {
"account_id": "2",
"agent_id": "10011",
"version": "3"
},
"event": {
"updated_at": "2023-04-05T23:30:58.642630335Z",
"previous_state": "offline",
"new_state": "online",
"channel": "support"
},
"id": "01GX79ST1QX01C889XV42S2J5T",
"subject": "zen:agent:10011",
"time": "2023-05-10T23:31:58.642630335Z",
"type": "zen:event-type:agent.state_changed",
"zendesk_event_version": "2022-11-06"
}
The event
object contains the following properties.
Property | Data type | Description |
---|---|---|
updated_at | timestamp | The time the agent's status changed |
previous_state | string | The agent's previous status |
new_state | string | The agent's current status |
channel | string | The name of the channel for which the agent's status changed |
Agent Work Item Added
A ticket, messaging conversation, or incoming call was assigned to an agent.
{
"account_id": 2,
"detail": {
"account_id": "2",
"agent_id": "10011",
"version": "3"
},
"event": {
"updated_at": "2023-04-05T23:30:58.642630335Z",
"work_item_id": "123",
"channel": "support",
"reason": "OFFERED"
},
"id": "01GX79ST1QX01C889XV42S2J5Z",
"subject": "zen:agent:10011",
"time": "2023-05-10T23:31:58.642630335Z",
"type": "zen:event-type:agent.work_item_added",
"zendesk_event_version": "2022-11-06"
}
The event
object contains the following properties.
Property | Data type | Description |
---|---|---|
updated_at | timestamp | The time the work item was added |
work_item_id | string | The id of the work item |
channel | string | The name of the channel from which the work item originated |
reason | string | The reason for adding the work item. Valid values: "UNKNOWN_ADD", "ASSIGNED", "OFFERED", "ACCEPTED" |
Agent Work Item Updated
A ticket, messaging conversation, or incoming call previously assigned to an agent was updated.
{
"account_id": 2,
"detail": {
"account_id": "2",
"agent_id": "10011",
"version": "3"
},
"event": {
"updated_at": "2023-04-05T23:30:58.642630335Z",
"work_item_id": "123",
"channel": "support",
"previous_reason": "OFFERED",
"reason": "ACCEPTED"
},
"id": "01GX79ST1QX01C889XV42S2J5Z",
"subject": "zen:agent:10011",
"time": "2023-05-10T23:31:58.642630335Z",
"type": "zen:event-type:agent.work_item_updated",
"zendesk_event_version": "2022-11-06"
}
The event
object contains the following properties.
Property | Data type | Description |
---|---|---|
updated_at | timestamp | The time the work item was added |
work_item_id | string | The id of the work item |
channel | string | The name of the channel from which the work item originated |
previous_reason | string | The previous reason for updating the work item, valid values: UNKNOWN_ADD, ASSIGNED, OFFERED, ACCEPTED. |
reason | string | The reason for updating the work item, valid values: UNKNOWN_ADD, ASSIGNED, OFFERED, ACCEPTED. |
Agent Work Item Removed
A ticket, messaging conversation, or incoming call previously assigned to an agent was removed.
{
"account_id": 2,
"detail": {
"account_id": "2",
"agent_id": "10011",
"version": "3"
},
"event": {
"updated_at": "2023-04-05T23:30:58.642630335Z",
"work_item_id": "123",
"channel": "support",
"reason": "REMOVED"
},
"id": "01GX79ST1QX01C889XV42S2J5Z",
"subject": "zen:agent:10011",
"time": "2023-05-10T23:31:58.642630335Z",
"type": "zen:event-type:agent.work_item_removed",
"zendesk_event_version": "2022-11-06"
}
The event
object contains the following properties.
Property | Data type | Description |
---|---|---|
updated_at | timestamp | The time the work item was removed |
work_item_id | string | The id of the work item |
channel | string | The name of the channel from which the work item originated |
reason | string | The reason for removing the work item, valid values: UNKNOWN_REMOVE, REMOVED. |
Agent Maximum Capacity Changed
The maximum number of work items per channel that can be assigned to an agent changed.
{
"account_id": 2,
"detail": {
"account_id": "2",
"agent_id": "10011",
"version": "3"
},
"event": {
"updated_at": "2023-04-05T23:30:58.642630335Z",
"maxCapacity": {
"talk": {"current": 10, "previous": null},
"support": {"current": 15, "previous": null},
"messaging":{"current": 5, "previous": null}
}
},
"id": "01GX79ST1QX01C889XV42S2J5Z",
"subject": "zen:agent:10011",
"time": "2023-05-10T23:31:58.642630335Z",
"type": "zen:event-type:agent.max_capacity_changed",
"zendesk_event_version": "2022-11-06"
}
The event
object contains the following properties.
Property | Data type | Description |
---|---|---|
updated_at | timestamp | The time the maximum capacity was changed |
maxCapacity | object | Kay-value pairs specifying the maximum capacity for each channel. The key is the name of the channel and the value is an object containing the current and previous maximum capacities |
Agent Unified Status Changed
An agent's unified or custom status changed.
{
"account_id": 2,
"detail": {
"account_id": "2",
"agent_id": "10011",
"version": "3"
},
"event": {
"updated_at": "2023-04-05T23:30:58.642630335Z",
"previous_unified_state": {
"id": "1",
"name": "offline",
"reason": "UNKNOWN"
},
"new_unified_state": {
"id": "2",
"name": "online",
"reason": "AGENT_LOGOUT"
}
},
"id": "01GX79ST1QX01C889XV42S2J5Z",
"subject": "zen:agent:10011",
"time": "2023-05-10T23:31:58.642630335Z",
"type": "zen:event-type:agent.unified_state_changed",
"zendesk_event_version": "2022-11-06"
}
The event
object contains the following properties.
Property | Data type | Description |
---|---|---|
updated_at | timestamp | The time the agent's unified status was changed |
previous_unified_state | object | The id, name and reason of the agent's previous unified status |
new_unified_state | object | The id, name and reason of the agent's current unified status |
Agent Channel Created
An agent gained access to a specific channel.
{
"account_id": 2,
"detail": {
"account_id": "2",
"agent_id": "10011",
"version": "3"
},
"event": {
"updated_at": "2023-04-05T23:30:58.642630335Z",
"channel": "support"
},
"id": "01GX79ST1QX01C889XV42S2J5Z",
"subject": "zen:agent:10011",
"time": "2023-05-10T23:31:58.642630335Z",
"type": "zen:event-type:agent.channel_created",
"zendesk_event_version": "2022-11-06"
}
The event
object contains the following properties.
Property | Data type | Description |
---|---|---|
updated_at | timestamp | The time the channel was created |
channel | string | The name of the channel |
Agent Channel Deleted
An agent lost access to a specific channel. This could be the result of role, permission, or account changes.
{
"account_id": 2,
"detail": {
"account_id": "2",
"agent_id": "10011",
"version": "3"
},
"event": {
"updated_at": "2023-04-05T23:30:58.642630335Z",
"channel": "support"
},
"id": "01GX79ST1QX01C889XV42S2J5Z",
"subject": "zen:agent:10011",
"time": "2023-05-10T23:31:58.642630335Z",
"type": "zen:event-type:agent.channel_deleted",
"zendesk_event_version": "2022-11-06"
}
The event
object contains the following properties.
Property | Data type | Description |
---|---|---|
updated_at | timestamp | The time the channel was deleted |
channel | string | The name of the channel |
Agent Group Membership Updated
An agent’s group memberships were updated.
{
"account_id": 2,
"detail": {
"account_id": "2",
"agent_id": "10011",
"version": "3"
},
"event": {
"updated_at": "2023-04-05T23:30:58.642630335Z",
"previous_group_ids": ["123"],
"new_group_ids": ["123", "456"]
},
"id": "01GX79ST1QX01C889XV42S2J5T",
"subject": "zen:agent:10011",
"time": "2023-05-10T23:31:58.642630335Z",
"type": "zen:event-type:agent.groups_updated",
"zendesk_event_version": "2022-11-06"
}
The event
object contains the following properties.
Property | Data type | Description |
---|---|---|
updated_at | timestamp | The time the group memberships were updated |
previous_group_ids | array | The ids of the groups that the agent previously belonged to |
new_group_ids | array | The ids of the groups that the agent currently belongs to |