Ticket events

This page documents webhook request payloads for Ticket events. For an overview, see Webhook event types.

Detail object properties

For Ticket events, the detail object contains the following properties:

• actor_id
• assignee_id
• brand_id
• created_at
• custom_status
• description
• external_id (returned as a string)
• form_id
• group_id
• id
• is_public
• organization_id
• priority
• requester_id
• status
• subject
• submitter_id
• tags
• type
• updated_at
• via.channel

Event types

The following sections contain example payloads and event object properties for Live Messaging metrics event types.

Event type	Payload and properties
zen:event-type:ticket.agent_assignment_changed	Agent assignment changed
zen:event-type:ticket.attachment_linked_to_comment	Attachment linked to comment
zen:event-type:ticket.attachment_redacted_from_comment	Attachment redacted from comment
zen:event-type:ticket.brand_changed	Brand change
zen:event-type:ticket.comment_added	Comment created
zen:event-type:ticket.comment_made_private	Comment made private
zen:event-type:ticket.comment_redacted	Comment redacted
zen:event-type:ticket.custom_field_changed	Custom field changed
zen:event-type:ticket.custom_status_changed	Custom status changed
zen:event-type:ticket.description_changed	Description changed
zen:event-type:ticket.external_id_changed	External id changed
zen:event-type:ticket.email_ccs_changed	Email CCs changed
zen:event-type:ticket.followers_changed	Followers changed
zen:event-type:ticket.form_changed	Form changed
zen:event-type:ticket.group_assignment_changed	Group assignment changed
zen:event-type:ticket.organization_changed	Organization changed
zen:event-type:ticket.priority_changed	Priority changed
zen:event-type:ticket.problem_link_changed	Problem link changed
zen:event-type:ticket.requester_changed	Requester changed
zen:event-type:ticket.status_changed	Status changed
zen:event-type:ticket.subject_changed	Subject changed
zen:event-type:ticket.submitter_changed	Submitter changed
zen:event-type:ticket.tags_changed	Tags changed
zen:event-type:ticket.task_due_at_changed	Task due at changed
zen:event-type:ticket.created	Ticket created
zen:event-type:ticket.marked_as_spam	Ticket marked as spam
zen:event-type:ticket.merged	Ticket merged
zen:event-type:ticket.permanently_deleted	Ticket permanently deleted
zen:event-type:ticket.soft_deleted	Ticket soft deleted
zen:event-type:ticket.type_changed	Ticket type changed
zen:event-type:ticket.sla_policy_changed	SLA policy changed
zen:event-type:ticket.schedule_changed	Schedule changed
zen:event-type:ticket.ola_policy_changed	OLA policy changed

Agent assignment changed

A ticket was reassigned to another agent in Zendesk.

{
  "account_id": 18763612,
  "detail": {
    "actor_id": "7541263236734",
    "assignee_id": "1263082229389",
    "brand_id": "7541224243070",
    "created_at": "2025-01-14T20:28:41Z",
    "custom_status": "7541283637630",
    "description": "OCR Queues Regression Tests",
    "external_id": null,
    "form_id": "7541224236414",
    "group_id": "8658740085118",
    "id": "14038",
    "is_public": true,
    "organization_id": "7541283638526",
    "priority": "HIGH",
    "requester_id": "7541263236734",
    "status": "OPEN",
    "subject": "Alpha top - group over queue",
    "submitter_id": "7541263236734",
    "tags": [
      "alpha",
      "route_me60c7a3dd4a"
    ],
    "type": null,
    "updated_at": "2025-01-14T20:28:44Z",
    "via": {
      "channel": "web_form"
    }
  },
  "event": {
    "current": "1263082229389",
    "previous": null
  },
  "id": "7096ffe1-d6ac-4f92-bd1f-3acaa138cc79",
  "subject": "zen:ticket:14038",
  "time": "2025-01-14T20:28:44.096553460Z",
  "type": "zen:event-type:ticket.agent_assignment_changed",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
previous	integer	The user id of the previous assignee
current	integer	The user id of the current assignee

Attachment linked to comment

An attachment was linked to a ticket comment in Zendesk.

{
  "account_id": 8405679,
  "detail": {
    "actor_id": "8658726154110",
    "assignee_id": null,
    "brand_id": "13467642",
    "created_at": "2025-01-14T19:31:42Z",
    "custom_status": null,
    "description": "Hi There",
    "external_id": null,
    "form_id": "9006002",
    "group_id": "25522672",
    "id": "19395",
    "is_public": true,
    "organization_id": null,
    "priority": null,
    "requester_id": "8658726154110",
    "status": "NEW",
    "subject": "inline_appended_53cdde7bf2fbb479fa28176c1cd3e37c_1736883096",
    "submitter_id": "8658726154110",
    "tags": null,
    "type": null,
    "updated_at": "2025-01-14T19:31:42Z",
    "via": {
      "channel": "mail"
    }
  },
  "event": {
    "comment": {
      "attachment": {
        "content_type": "image/jpeg",
        "content_url": "https://z3nreplytoprocess-4-999.zendesk-staging.com/attachments/token/kPgFVVxSa6uIvrYg801uJkm7S/?name=MAGICC_logo_small.jpeg",
        "filename": "MAGICC_logo_small.jpeg",
        "id": "8658726230270",
        "is_public": false
      },
      "id": "8658726228478"
    }
  },
  "id": "030a3f7a-9bb9-47a4-9a36-6aa8f1d66783",
  "subject": "zen:ticket:19395",
  "time": "2025-01-14T19:31:42.692223355Z",
  "type": "zen:event-type:ticket.attachment_linked_to_comment",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
comment	object	Contains the comment id and attachment
comment.id	integer	The comment id
comment.attachment	object	Contains the linked attachment
comment.attachment.id	integer	The linked attachment id
comment.attachment.content_type	string	The attachment content type
comment.attachment.content_url	string	The attachment content URL
comment.attachment.filename	string	The attachment filename
comment.attachment.is_public	boolean	Whether the attachment is public or private

Attachment redacted from comment

An attachment was permanently redacted from an existing comment on a ticket.

{
  "account_id": 20412474,
  "detail": {
    "actor_id": "6973273982234",
    "assignee_id": "6973273982234",
    "brand_id": "6973242208666",
    "created_at": "2025-01-16T04:39:28Z",
    "custom_status": "6973242219930",
    "description": "Initial comment",
    "external_id": null,
    "form_id": "6973230031002",
    "group_id": "6973230054298",
    "id": "354",
    "is_public": true,
    "organization_id": "6973230054554",
    "priority": null,
    "requester_id": "6973273982234",
    "status": "OPEN",
    "subject": "Omniredaction on inline attachments ae77324c15",
    "submitter_id": "6973273982234",
    "tags": [
      "redacted_content"
    ],
    "type": null,
    "updated_at": "2025-01-16T04:41:05Z",
    "via": {
      "channel": "web_service"
    }
  },
  "event": {
    "comment": {
      "attachment": {
        "id": "8721741371802"
      }
    }
  },
  "id": "8e958c18-6c00-4bb5-8c62-612aa1dd92ba",
  "subject": "zen:ticket:354",
  "time": "2025-01-16T04:41:05.545310224Z",
  "type": "zen:event-type:ticket.attachment_redacted_from_comment",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
comment	object	Contains the comment id and attachment
comment.attachment	object	Contains the linked attachment
comment.attachment.id	integer	The redacted attachment id

Brand change

The brand associated with the ticket changed.

{
  "account_id": 18501212,
  "detail": {
    "actor_id": "8659716080510",
    "assignee_id": "7489421176190",
    "brand_id": "7489475077758",
    "created_at": "2025-01-15T06:13:26Z",
    "custom_status": "7489421192190",
    "description": "Conversation with Visitor 49333687\n\nURL: http://blick.name/benedict.lemke",
    "external_id": null,
    "form_id": "7489429056254",
    "group_id": "7489429060734",
    "id": "342757",
    "is_public": false,
    "organization_id": null,
    "priority": null,
    "requester_id": "8659716080510",
    "status": "OPEN",
    "subject": "Conversation with Visitor 49333687",
    "submitter_id": "8659716080510",
    "tags": [
      "zopim_chat"
    ],
    "type": null,
    "updated_at": "2025-01-15T06:13:26Z",
    "via": {
      "channel": "chat"
    }
  },
  "event": {
    "current": "7489475077758",
    "previous": null
  },
  "id": "bb0289e7-13c3-45cd-a0c0-33fb09b911a5",
  "subject": "zen:ticket:342757",
  "time": "2025-01-15T06:13:26.962242814Z",
  "type": "zen:event-type:ticket.brand_changed",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
current	integer	The current brand id
previous	integer	The previous brand id

Comment created

A comment was added when creating or updating a ticket.

{
  "account_id": 18501212,
  "detail": {
    "actor_id": "8659716080510",
    "assignee_id": "7489421176190",
    "brand_id": "7489475077758",
    "created_at": "2025-01-15T06:13:26Z",
    "custom_status": "7489421192190",
    "description": "Conversation with Visitor 49333687\n\nURL: http://blick.name/benedict.lemke",
    "external_id": null,
    "form_id": "7489429056254",
    "group_id": "7489429060734",
    "id": "342757",
    "is_public": false,
    "organization_id": null,
    "priority": null,
    "requester_id": "8659716080510",
    "status": "OPEN",
    "subject": "Conversation with Visitor 49333687",
    "submitter_id": "8659716080510",
    "tags": [
      "zopim_chat"
    ],
    "type": null,
    "updated_at": "2025-01-15T06:13:26Z",
    "via": {
      "channel": "chat"
    }
  },
  "event": {
    "comment": {
      "author": {
        "id": "8659716080510",
        "is_staff": false,
        "name": "Visitor 49333687"
      },
      "body": "Conversation with Visitor 49333687\n\nURL: http://blick.name/benedict.lemke",
      "id": "8659716087550",
      "is_public": false
    }
  },
  "id": "2ba2a985-7d94-4a3f-92be-cd330679b6fa",
  "subject": "zen:ticket:342757",
  "time": "2025-01-15T06:13:26.962242814Z",
  "type": "zen:event-type:ticket.comment_added",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
comment	object	Contains the comment and author details
comment.id	integer	The comment id
comment.body	string	The comment body
comment.is_public	boolean	Whether the comment public or private
comment.author	object	Contains the comment author object
comment.author.id	integer	The author id
comment.author.is_staff	boolean	Whether the author is a staff member
comment.author.name	string	The author name

Comment made private

A public comment was made private after being converted to an internal note

{
  "account_id": 15590176,
  "detail": {
    "actor_id": "6832979613182",
    "assignee_id": "6832979613182",
    "brand_id": "6832963029118",
    "created_at": "2025-01-08T07:31:03Z",
    "custom_status": null,
    "description": "Initial comment",
    "external_id": null,
    "form_id": "6832971025790",
    "group_id": "6832953668990",
    "id": "74184",
    "is_public": false,
    "organization_id": "6832979622654",
    "priority": null,
    "requester_id": "6832979613182",
    "status": "OPEN",
    "subject": "Event Log Smoke Ticket 86351",
    "submitter_id": "6832979613182",
    "tags": null,
    "type": null,
    "updated_at": "2025-01-08T07:32:05Z",
    "via": {
      "channel": "web_service"
    }
  },
  "event": {
    "comment": {
      "id": "8645910207102"
    }
  },
  "id": "85910771-cf04-4612-8f90-168c5ec2f360",
  "subject": "zen:ticket:74184",
  "time": "2025-01-08T07:32:05.554213813Z",
  "type": "zen:event-type:ticket.comment_made_private",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
comment	object	Contains the comment made private id
comment.id	integer	The comment id

Comment redacted

Words or strings were permanently redacted from a ticket comment.

{
  "account_id": 21892087,
  "detail": {
    "actor_id": "8645913809790",
    "assignee_id": null,
    "brand_id": "8385952345854",
    "created_at": "2025-01-08T06:45:43Z",
    "custom_status": "8385952346110",
    "description": "Test▇▇▇▇▇▇▇daction feature when two agents are working on the same ticket at the same time.",
    "external_id": null,
    "form_id": "8385982315390",
    "group_id": "8385952346494",
    "id": "3239",
    "is_public": true,
    "organization_id": null,
    "priority": null,
    "requester_id": "8645821717886",
    "status": "NEW",
    "subject": "Agent Collision 78e9c7",
    "submitter_id": "8645821717886",
    "tags": [
      "redacted_content"
    ],
    "type": null,
    "updated_at": "2025-01-08T06:47:48Z",
    "via": {
      "channel": "mail"
    }
  },
  "event": {
    "comment": {
      "id": "8645821722750"
    }
  },
  "id": "a773f134-dce3-4456-9673-8331eae46ae8",
  "subject": "zen:ticket:3239",
  "time": "2025-01-08T06:47:48.726061055Z",
  "type": "zen:event-type:ticket.comment_redacted",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
comment	object	Contains the comment redacted id
comment.id	integer	The comment id

Custom field changed

The value of a custom ticket field changed.

{
  "account_id": 15760803,
  "detail": {
    "actor_id": "6872465501822",
    "assignee_id": "6872465501822",
    "brand_id": "6872452870270",
    "created_at": "2025-01-08T06:46:35Z",
    "custom_status": "6872435363966",
    "description": "source ticket to ticket desc",
    "external_id": null,
    "form_id": "6872465529598",
    "group_id": "6872419489406",
    "id": "29696",
    "is_public": true,
    "organization_id": "6872447990270",
    "priority": null,
    "requester_id": "6872465501822",
    "status": "OPEN",
    "subject": "Ticket to ticket source subject",
    "submitter_id": "6872465501822",
    "tags": null,
    "type": null,
    "updated_at": "2025-01-08T06:46:35Z",
    "via": {
      "channel": "web_service"
    }
  },
  "event": {
    "current": {
      "id": "8645851540990",
      "relationship_target": "organization"
    },
    "custom_field": {
      "id": "8645835417086",
      "title": "Ticket to zen:organization lurf titlec3b255fc17",
      "type": "lookup"
    },
    "previous": {
      "value": null
    }
  },
  "id": "2ded38f6-5beb-4b9e-94e5-4d39ad6df845",
  "subject": "zen:ticket:29696",
  "time": "2025-01-08T06:46:35.961610419Z",
  "type": "zen:event-type:ticket.custom_field_changed",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
current	object	Contains the current custom field
current.value		The field's current value. Not applicable if current.lookup_relationship is "null"
current.id	string	The id of the object the lookup relationship field is currently targeting. Not applicable if current.lookup_relationship is "null"
current.relationship_target	string	The type of object the lookup relationship field is targeting. Possible values: "ticket", "user", and "organization". Not applicable if current.lookup_relationship is "null"
custom_field	object	Contains the custom field's configuration
custom_field.id	string	The custom field id
custom_field.title	string	The custom field name
custom_field.type	string	The custom field data type. Possible values are "checkbox", "credit_card", "date", "decimal", "integer", "multiselect", "regex", "tagger", "text", and "textarea"
previous	object	Contains the previous custom field
previous.value		The field's previous value. If previous.lookup_relationship is "null"
previous.id	string	The id of the previous object the lookup relationship field is targeting. Not applicable if previous.lookup_relationship is "null"
previous.relationship_target	string	The previous object the lookup relationship field targeted. Possible values: "ticket", "user", and "organization". Not applicable if previous.lookup_relationship is "null"

Custom status changed

The ticket's custom status changed.

{
  "account_id": 22243063,
  "detail": {
    "actor_id": "8645878250110",
    "assignee_id": null,
    "brand_id": "8475923139582",
    "created_at": "2025-01-08T06:52:05Z",
    "custom_status": "8475923145214",
    "description": "description",
    "external_id": null,
    "form_id": "8475923126142",
    "group_id": "8475923147902",
    "id": "41960",
    "is_public": true,
    "organization_id": null,
    "priority": null,
    "requester_id": "8645878250110",
    "status": "NEW",
    "subject": "ticket_subjectcd89f297fd",
    "submitter_id": "8645878250110",
    "tags": [
      "zat_testfab936258ee2d158513125149a5db972"
    ],
    "type": "TASK",
    "updated_at": "2025-01-08T06:52:05Z",
    "via": {
      "channel": "web_service"
    }
  },
  "event": {
    "current": "8475923145214",
    "previous": null
  },
  "id": "09b26507-5c28-4139-81f8-a4839bd56892",
  "subject": "zen:ticket:41960",
  "time": "2025-01-08T06:52:05.942044962Z",
  "type": "zen:event-type:ticket.custom_status_changed",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
current	integer	The current custom status id
previous	integer	The previous custom status id

Description changed

The ticket's description changed.

{
  "account_id": 22243063,
  "detail": {
    "actor_id": "8645878250110",
    "assignee_id": null,
    "brand_id": "8475923139582",
    "created_at": "2025-01-08T06:52:05Z",
    "custom_status": "8475923145214",
    "description": "description",
    "external_id": null,
    "form_id": "8475923126142",
    "group_id": "8475923147902",
    "id": "41960",
    "is_public": true,
    "organization_id": null,
    "priority": null,
    "requester_id": "8645878250110",
    "status": "NEW",
    "subject": "ticket_subjectcd89f297fd",
    "submitter_id": "8645878250110",
    "tags": [
      "zat_testfab936258ee2d158513125149a5db972"
    ],
    "type": "TASK",
    "updated_at": "2025-01-08T06:52:05Z",
    "via": {
      "channel": "web_service"
    }
  },
  "event": {
    "current": "description",
    "previous": null
  },
  "id": "2f60d55c-c47d-4b6a-b828-456889312a67",
  "subject": "zen:ticket:41960",
  "time": "2025-01-08T06:52:05.942044962Z",
  "type": "zen:event-type:ticket.description_changed",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
current	string	The current description value
previous	string	The previous description value

External id changed

The external ticket id changed.

{
  "account_id": 22107357,
  "detail": {
    "actor_id": "8440601657470",
    "assignee_id": "8440601657470",
    "brand_id": "8440616261374",
    "created_at": "2025-01-10T19:06:11Z",
    "custom_status": "8440636854654",
    "description": "sc_api_sc_subjectde6b3f4fab description",
    "external_id": "zen:side_conversation:f414849e-cf85-11ef-8c53-08c435bf2160:ticket:296",
    "form_id": "8440636818942",
    "group_id": "8592784051326",
    "id": "297",
    "is_public": true,
    "organization_id": "8440636861438",
    "priority": null,
    "requester_id": "8440601657470",
    "status": "OPEN",
    "subject": "sc_api_sc_subjectde6b3f4fab",
    "submitter_id": "8440601657470",
    "tags": null,
    "type": null,
    "updated_at": "2025-01-10T19:06:11Z",
    "via": {
      "channel": "side_conversation"
    }
  },
  "event": {
    "current": "zen:side_conversation:f414849e-cf85-11ef-8c53-08c435bf2160:ticket:296",
    "previous": null
  },
  "id": "df74d565-1b3f-4339-90c8-263c70b12bce",
  "subject": "zen:ticket:297",
  "time": "2025-01-10T19:06:11.301845780Z",
  "type": "zen:event-type:ticket.external_id_changed",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
current	string	The current external id value
previous	string	The previous external id value

Email CCs changed

Users were added or removed from a ticket.

{
  "account_id": 11352180,
  "detail": {
    "actor_id": "1100046901994",
    "assignee_id": "1100046901994",
    "brand_id": "4551448913789",
    "created_at": "2025-01-30T02:49:33Z",
    "custom_status": "4551448918013",
    "description": "This ticket was created to test Agent Home filter by status",
    "external_id": null,
    "form_id": "4551452687997",
    "group_id": "4551459930237",
    "id": "76516",
    "is_public": true,
    "organization_id": "4551448918653",
    "priority": null,
    "requester_id": "1100046901994",
    "status": "HOLD",
    "subject": "Agent Home Status Filter Test3 c79194b51cb168",
    "submitter_id": "1100046901994",
    "tags": null,
    "type": null,
    "updated_at": "2025-01-30T02:49:33Z",
    "via": {
      "channel": "web_service"
    }
  },
  "event": {
    "users_added": [
      "1100046901994"
    ],
    "users_removed": []
  },
  "id": "8efaad04-51ab-43cd-ad96-160f641f795d",
  "subject": "zen:ticket:76516",
  "time": "2025-01-30T02:49:33.309360700Z",
  "type": "zen:event-type:ticket.email_ccs_changed",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
users_added	array of strings	The ids of users added to email CC list
users_removed	array of strings	The ids of users removed from email CC list

Followers changed

Followers on a ticket changed.

{
  "account_id": 22454954,
  "detail": {
    "actor_id": "8529339512958",
    "assignee_id": "8531390142718",
    "brand_id": "8529315205118",
    "created_at": "2025-01-10T18:57:17Z",
    "custom_status": "8529315206014",
    "description": "5000 so far from this guy end_user_59a9f900e",
    "external_id": null,
    "form_id": "8529291571838",
    "group_id": "8529315206270",
    "id": "7220",
    "is_public": true,
    "organization_id": "8529291583870",
    "priority": null,
    "requester_id": "8529339512958",
    "status": "OPEN",
    "subject": "end_user_59a9f900e is asking too many questions",
    "submitter_id": "8529339512958",
    "tags": [
      "full"
    ],
    "type": null,
    "updated_at": "2025-01-10T18:57:17Z",
    "via": {
      "channel": "web_service"
    }
  },
  "event": {
    "users_added": [
      "8531381975550"
    ],
    "users_removed": []
  },
  "id": "7a5717bc-3618-412b-9c92-0babb9cfd017",
  "subject": "zen:ticket:7220",
  "time": "2025-01-10T18:57:17.560018333Z",
  "type": "zen:event-type:ticket.followers_changed",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
users_added	array of strings	The ids of users added to followers list
users_removed	array of strings	The ids of users removed from followers list

Form changed

The ticket's form changed.

{
  "account_id": 18105912,
  "detail": {
    "actor_id": "8651292282110",
    "assignee_id": null,
    "brand_id": "7398880366718",
    "created_at": "2025-01-10T18:55:57Z",
    "custom_status": "7398801085566",
    "description": "Conversation with Visitor 89965352\n\nURL: http://www.rosales.com/",
    "external_id": null,
    "form_id": "7398816895102",
    "group_id": null,
    "id": "92871",
    "is_public": false,
    "organization_id": null,
    "priority": null,
    "requester_id": "8651292282110",
    "status": "NEW",
    "subject": "Conversation with Visitor 89965352",
    "submitter_id": "8651292282110",
    "tags": [
      "zopim_chat"
    ],
    "type": null,
    "updated_at": "2025-01-10T18:55:57Z",
    "via": {
      "channel": "chat"
    }
  },
  "event": {
    "current": "7398816895102",
    "previous": null
  },
  "id": "9355b8dc-df7a-4667-96a7-8c3959d4ac98",
  "subject": "zen:ticket:92871",
  "time": "2025-01-10T18:55:57.322533977Z",
  "type": "zen:event-type:ticket.form_changed",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
current	integer	The id of the current form
previous	integer	The id of the previous form

Group assignment changed

A ticket was reassigned to another group of agents.

{
  "account_id": 22117129,
  "detail": {
    "actor_id": "8443647220350",
    "assignee_id": "8443647220350",
    "brand_id": "8443647331838",
    "created_at": "2025-01-10T18:51:42Z",
    "custom_status": "8443647333118",
    "description": "sla ticket",
    "external_id": null,
    "form_id": "8443647320574",
    "group_id": "8443647335422",
    "id": "389",
    "is_public": true,
    "organization_id": "8443664188798",
    "priority": "URGENT",
    "requester_id": "8443647220350",
    "status": "OPEN",
    "subject": "slas_trt83f6cd2648",
    "submitter_id": "8651223892478",
    "tags": [
      "slatrt292bc3220f"
    ],
    "type": null,
    "updated_at": "2025-01-10T18:51:42Z",
    "via": {
      "channel": "web_service"
    }
  },
  "event": {
    "current": "8443647335422",
    "previous": null
  },
  "id": "b6aad0e0-a65e-4e05-a96d-c0bac014d4ad",
  "subject": "zen:ticket:389",
  "time": "2025-01-10T18:51:42.809125655Z",
  "type": "zen:event-type:ticket.group_assignment_changed",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
current	integer	The id of the group currently assigned to the ticket
previous	integer	The id of the group previously assigned to the ticket

Organization changed

The ticket's organization changed.

{
  "account_id": 22117129,
  "detail": {
    "actor_id": "8443647220350",
    "assignee_id": "8443647220350",
    "brand_id": "8443647331838",
    "created_at": "2025-01-10T18:51:42Z",
    "custom_status": "8443647333118",
    "description": "sla ticket",
    "external_id": null,
    "form_id": "8443647320574",
    "group_id": "8443647335422",
    "id": "389",
    "is_public": true,
    "organization_id": "8443664188798",
    "priority": "URGENT",
    "requester_id": "8443647220350",
    "status": "OPEN",
    "subject": "slas_trt83f6cd2648",
    "submitter_id": "8651223892478",
    "tags": [
      "slatrt292bc3220f"
    ],
    "type": null,
    "updated_at": "2025-01-10T18:51:42Z",
    "via": {
      "channel": "web_service"
    }
  },
  "event": {
    "current": "8443664188798",
    "previous": null
  },
  "id": "01c1f08f-1ea6-4261-9f70-18d58da98a9c",
  "subject": "zen:ticket:389",
  "time": "2025-01-10T18:51:42.809125655Z",
  "type": "zen:event-type:ticket.organization_changed",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
current	integer	The id of the current organization
previous	integer	The id of the previous organization

Priority changed

A ticket's priority changed.

{
  "account_id": 22117129,
  "detail": {
    "actor_id": "8443647220350",
    "assignee_id": "8443647220350",
    "brand_id": "8443647331838",
    "created_at": "2025-01-10T18:51:42Z",
    "custom_status": "8443647333118",
    "description": "sla ticket",
    "external_id": null,
    "form_id": "8443647320574",
    "group_id": "8443647335422",
    "id": "389",
    "is_public": true,
    "organization_id": "8443664188798",
    "priority": "URGENT",
    "requester_id": "8443647220350",
    "status": "OPEN",
    "subject": "slas_trt83f6cd2648",
    "submitter_id": "8651223892478",
    "tags": [
      "slatrt292bc3220f"
    ],
    "type": null,
    "updated_at": "2025-01-10T18:51:42Z",
    "via": {
      "channel": "web_service"
    }
  },
  "event": {
    "current": "URGENT",
    "previous": null
  },
  "id": "2038de93-688f-4b82-810c-0cc94f02a206",
  "subject": "zen:ticket:389",
  "time": "2025-01-10T18:51:42.809125655Z",
  "type": "zen:event-type:ticket.priority_changed",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
current	string	The current priority. Possible values: "LOW", "NORMAL", "HIGH", and "URGENT"
previous	string	The previous priority. Possible values: "LOW", "NORMAL", "HIGH", and "URGENT"

Problem link changed

The problem id associated with an incident type ticket changed.

{
  "account_id": 17839070,
  "detail": {
    "actor_id": "7335802229630",
    "assignee_id": "7335802229630",
    "brand_id": "7335838169854",
    "created_at": "2025-01-10T17:27:48Z",
    "custom_status": null,
    "description": "I am incident ticket two 421751f867",
    "external_id": null,
    "form_id": "7335830595710",
    "group_id": "7335825513726",
    "id": "1244",
    "is_public": true,
    "organization_id": null,
    "priority": null,
    "requester_id": "7335802229630",
    "status": "OPEN",
    "subject": "inc tkt two 421751f867",
    "submitter_id": "7335802229630",
    "tags": null,
    "type": "INCIDENT",
    "updated_at": "2025-01-10T17:27:48Z",
    "via": {
      "channel": "web_service"
    }
  },
  "event": {
    "current": "1242",
    "previous": null
  },
  "id": "f8f33584-3e1e-4948-8870-a0d250dbbb5b",
  "subject": "zen:ticket:1244",
  "time": "2025-01-10T17:27:48.105316520Z",
  "type": "zen:event-type:ticket.problem_link_changed",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
current	integer	The id of the current problem linked ticket
previous	integer	The id of the previous problem linked ticket

Requester changed

The ticket requester changed.

{
  "account_id": 17839070,
  "detail": {
    "actor_id": "7335802229630",
    "assignee_id": "7335802229630",
    "brand_id": "7335838169854",
    "created_at": "2025-01-10T17:27:48Z",
    "custom_status": null,
    "description": "I am incident ticket two 421751f867",
    "external_id": null,
    "form_id": "7335830595710",
    "group_id": "7335825513726",
    "id": "1244",
    "is_public": true,
    "organization_id": null,
    "priority": null,
    "requester_id": "7335802229630",
    "status": "OPEN",
    "subject": "inc tkt two 421751f867",
    "submitter_id": "7335802229630",
    "tags": null,
    "type": "INCIDENT",
    "updated_at": "2025-01-10T17:27:48Z",
    "via": {
      "channel": "web_service"
    }
  },
  "event": {
    "current": "7335802229630",
    "previous": null
  },
  "id": "ae6ef2c0-8e5d-47b4-a84d-bb689e29ab8b",
  "subject": "zen:ticket:1244",
  "time": "2025-01-10T17:27:48.105316520Z",
  "type": "zen:event-type:ticket.requester_changed",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
current	integer	The id of the current requester
previous	integer	The id of the previous requester

Status changed

A ticket's status changed.

{
  "account_id": 17839070,
  "detail": {
    "actor_id": "7335802229630",
    "assignee_id": "7335802229630",
    "brand_id": "7335838169854",
    "created_at": "2025-01-10T17:27:48Z",
    "custom_status": null,
    "description": "I am incident ticket two 421751f867",
    "external_id": null,
    "form_id": "7335830595710",
    "group_id": "7335825513726",
    "id": "1244",
    "is_public": true,
    "organization_id": null,
    "priority": null,
    "requester_id": "7335802229630",
    "status": "OPEN",
    "subject": "inc tkt two 421751f867",
    "submitter_id": "7335802229630",
    "tags": null,
    "type": "INCIDENT",
    "updated_at": "2025-01-10T17:27:48Z",
    "via": {
      "channel": "web_service"
    }
  },
  "event": {
    "current": "OPEN",
    "previous": "NEW"
  },
  "id": "ca74d97a-ae8c-40e9-b8a8-37e3ae0afedf",
  "subject": "zen:ticket:1244",
  "time": "2025-01-10T17:27:48.105316520Z",
  "type": "zen:event-type:ticket.status_changed",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
current	string	The ticket's current status. Possible values: "NEW", "OPEN", "PENDING", "HOLD", "SOLVED", "CLOSED", "DELETED", "ARCHIVED", "SCRUBBED"
previous	string	The ticket's previous status. Possible values: "NEW", "OPEN", "PENDING", "HOLD", "SOLVED", "CLOSED", "DELETED", "ARCHIVED", "SCRUBBED"

Subject changed

A ticket's subject changed.

{
  "account_id": 22751790,
  "detail": {
    "actor_id": "-1",
    "assignee_id": null,
    "brand_id": "8602152431102",
    "created_at": "2025-01-10T17:26:48Z",
    "custom_status": "8602152433022",
    "description": "Inbound SMS spec - test message - 4efee8fa82e4ca10e0ac",
    "external_id": null,
    "form_id": "8602136563966",
    "group_id": "8602136571134",
    "id": "16",
    "is_public": true,
    "organization_id": null,
    "priority": null,
    "requester_id": "8651093618046",
    "status": "NEW",
    "subject": "Message from: agent - sms tests",
    "submitter_id": "8651093618046",
    "tags": null,
    "type": null,
    "updated_at": "2025-01-10T17:26:48Z",
    "via": {
      "channel": "sms"
    }
  },
  "event": {
    "current": "Message from: agent - sms tests",
    "previous": null
  },
  "id": "373d122a-e4fe-48d7-a8d7-a875d41699de",
  "subject": "zen:ticket:16",
  "time": "2025-01-10T17:26:48.157701712Z",
  "type": "zen:event-type:ticket.subject_changed",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
current	string	The ticket's current subject value
previous	string	The ticket's previous subject value

Submitter changed

The submitter of a ticket changed.

{
  "account_id": 22243659,
  "detail": {
    "actor_id": "8476064614398",
    "assignee_id": null,
    "brand_id": "8476064665086",
    "created_at": "2025-01-10T17:26:38Z",
    "custom_status": "8476039006974",
    "description": "A description",
    "external_id": null,
    "form_id": "8476038976254",
    "group_id": "8476039014910",
    "id": "41483",
    "is_public": true,
    "organization_id": "8476064682622",
    "priority": "NORMAL",
    "requester_id": "8476064614398",
    "status": "NEW",
    "subject": "view-cbp-3",
    "submitter_id": "8476064614398",
    "tags": null,
    "type": null,
    "updated_at": "2025-01-10T17:26:38Z",
    "via": {
      "channel": "web_service"
    }
  },
  "event": {
    "current": "8476064614398",
    "previous": null
  },
  "id": "3c6a6911-0c9c-4cfc-b7a9-7b1790f4f8dc",
  "subject": "zen:ticket:41483",
  "time": "2025-01-10T17:26:38.683222676Z",
  "type": "zen:event-type:ticket.submitter_changed",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
current	integer	The id of the current submitter
previous	integer	The id of the previous submitter

Tags changed

A ticket's tags changed.

{
  "account_id": 22751806,
  "detail": {
    "actor_id": "8602136781054",
    "assignee_id": "8602136781054",
    "brand_id": "8602186331646",
    "created_at": "2025-01-10T17:26:35Z",
    "custom_status": "8602186334462",
    "description": "This is a test comment 7ac33a9adca09506c2700020fbc5dcd3",
    "external_id": null,
    "form_id": "8602216181118",
    "group_id": "8602216195582",
    "id": "13",
    "is_public": true,
    "organization_id": null,
    "priority": null,
    "requester_id": "8651108044414",
    "status": "OPEN",
    "subject": "SMS notification ticket",
    "submitter_id": "8602136781054",
    "tags": [
      "sms_requester"
    ],
    "type": null,
    "updated_at": "2025-01-10T17:26:35Z",
    "via": {
      "channel": "web_service"
    }
  },
  "event": {
    "tags_added": [
      "sms_requester"
    ],
    "tags_removed": []
  },
  "id": "dcaed521-8363-4508-96be-549675e17be9",
  "subject": "zen:ticket:13",
  "time": "2025-01-10T17:26:35.631598254Z",
  "type": "zen:event-type:ticket.tags_changed",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
tags_added	array of strings	The tags added to ticket tags list
tags_removed	array of strings	The tags removed from ticket tags list

Task due at changed

The due date and time for a task on a ticket changed.

{
  "account_id": 22129848,
  "detail": {
    "actor_id": "8447388090494",
    "assignee_id": "8447388090494",
    "brand_id": "8447346621310",
    "created_at": "2025-01-08T10:12:07Z",
    "custom_status": "8447320465790",
    "description": "ticket_info_desc_2294a6e9ece2",
    "external_id": null,
    "form_id": "8646151517822",
    "group_id": "8447320466430",
    "id": "5158",
    "is_public": true,
    "organization_id": "8447346622462",
    "priority": "LOW",
    "requester_id": "8447388090494",
    "status": "OPEN",
    "subject": "ticketinfo_2294a6e9ece2",
    "submitter_id": "8447388090494",
    "tags": [
      "ticket-info-test-tag"
    ],
    "type": "TASK",
    "updated_at": "2025-01-08T10:12:07Z",
    "via": {
      "channel": "web_service"
    }
  },
  "event": {
    "current": "2013-07-07T12:00:00Z",
    "previous": null
  },
  "id": "53dd6ca4-af63-436d-8b46-14bd9af64898",
  "subject": "zen:ticket:5158",
  "time": "2025-01-08T10:12:07.672717030Z",
  "type": "zen:event-type:ticket.task_due_at_changed",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
current	string	The current task due at timestamp
previous	string	The previous task due at timestamp

Ticket created

A ticket was created.

{
  "account_id": 22129848,
  "detail": {
    "actor_id": "8447388090494",
    "assignee_id": "8447388090494",
    "brand_id": "8447346621310",
    "created_at": "2025-01-08T10:12:07Z",
    "custom_status": "8447320465790",
    "description": "ticket_info_desc_2294a6e9ece2",
    "external_id": null,
    "form_id": "8646151517822",
    "group_id": "8447320466430",
    "id": "5158",
    "is_public": true,
    "organization_id": "8447346622462",
    "priority": "LOW",
    "requester_id": "8447388090494",
    "status": "OPEN",
    "subject": "ticketinfo_2294a6e9ece2",
    "submitter_id": "8447388090494",
    "tags": [
      "ticket-info-test-tag"
    ],
    "type": "TASK",
    "updated_at": "2025-01-08T10:12:07Z",
    "via": {
      "channel": "web_service"
    }
  },
  "event": {},
  "id": "cbe4028c-7239-495d-b020-f22348516046",
  "subject": "zen:ticket:5158",
  "time": "2025-01-08T10:12:07.672717030Z",
  "type": "zen:event-type:ticket.created",
  "zendesk_event_version": "2022-11-06"
}

The payload contains an empty event object.

Ticket marked as spam

A ticket was marked as spam.

{
  "account_id": 11351799,
  "detail": {
    "actor_id": "260518622",
    "assignee_id": "260518622",
    "brand_id": "4669646154110",
    "created_at": "2025-01-15T02:50:15Z",
    "custom_status": null,
    "description": "This ticket was created to test Agent Home",
    "external_id": null,
    "form_id": "4669646153470",
    "group_id": "4669661275774",
    "id": "75418",
    "is_public": true,
    "organization_id": null,
    "priority": null,
    "requester_id": "8659316086014",
    "status": "DELETED",
    "subject": "Agent Home Suspended Ticket Test dbb19467de3f0f",
    "submitter_id": "8659316086014",
    "tags": null,
    "type": null,
    "updated_at": "2025-01-15T02:50:15Z",
    "via": {
      "channel": "web_service"
    }
  },
  "event": {},
  "id": "822f8804-7002-4da0-8cb6-d8461a9c2071",
  "subject": "zen:ticket:75418",
  "time": "2025-01-15T02:50:15.906323869Z",
  "type": "zen:event-type:ticket.marked_as_spam",
  "zendesk_event_version": "2022-11-06"
}

The payload contains an empty event object.

Ticket merged

A ticket was merged.

{
  "account_id": 5113783,
  "detail": {
    "actor_id": "26298442",
    "assignee_id": "26298442",
    "brand_id": "3191632",
    "created_at": "2025-01-15T02:33:53Z",
    "custom_status": null,
    "description": "source ticket 1",
    "external_id": null,
    "form_id": "1924632",
    "group_id": "6425622",
    "id": "78729",
    "is_public": true,
    "organization_id": "4130952",
    "priority": null,
    "requester_id": "26298442",
    "status": "CLOSED",
    "subject": "Same Requester Source1c37ec4efc1",
    "submitter_id": "26298442",
    "tags": [
      "closed_by_merge"
    ],
    "type": null,
    "updated_at": "2025-01-15T02:34:54Z",
    "via": {
      "channel": "web_service"
    }
  },
  "event": {
    "target_ticket_id": "78731"
  },
  "id": "f5a4cd30-3b0f-4003-840f-81f590a52e98",
  "subject": "zen:ticket:78729",
  "time": "2025-01-15T02:34:54.047487693Z",
  "type": "zen:event-type:ticket.merged",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
target_ticket_id	integer	The target ticket id

Ticket permanently deleted

A ticket was permanently deleted.

{
  "account_id": 15394499,
  "detail": {
    "actor_id": "6781761986430",
    "assignee_id": null,
    "brand_id": "6781762041470",
    "created_at": "2025-01-15T06:09:24Z",
    "custom_status": null,
    "description": "X",
    "external_id": null,
    "form_id": "6781762034686",
    "group_id": "6781749128062",
    "id": "434421",
    "is_public": true,
    "organization_id": "6781762043518",
    "priority": null,
    "requester_id": "6781761986430",
    "status": "DELETED",
    "subject": "SCRUBBED",
    "submitter_id": "6781761986430",
    "tags": [],
    "type": null,
    "updated_at": "2025-01-15T06:10:42Z",
    "via": {
      "channel": "web_service"
    }
  },
  "event": {},
  "id": "3b9db3b4-ba3c-4632-8b37-6d53ac85caa8",
  "subject": "zen:ticket:434421",
  "time": "2025-01-15T06:10:51.357241630Z",
  "type": "zen:event-type:ticket.permanently_deleted",
  "zendesk_event_version": "2022-11-06"
}

The payload contains an empty event object.

Ticket soft deleted

A ticket was soft deleted.

{
  "account_id": 15394499,
  "detail": {
    "actor_id": "6781761986430",
    "assignee_id": null,
    "brand_id": "6781762041470",
    "created_at": "2025-01-15T06:09:24Z",
    "custom_status": null,
    "description": "Test ticket description",
    "external_id": null,
    "form_id": "6781762034686",
    "group_id": "6781749128062",
    "id": "434421",
    "is_public": true,
    "organization_id": "6781762043518",
    "priority": null,
    "requester_id": "6781761986430",
    "status": "DELETED",
    "subject": "API test 1736921349-45 - Incremental Ticket Events Export API",
    "submitter_id": "6781761986430",
    "tags": null,
    "type": null,
    "updated_at": "2025-01-15T06:10:42Z",
    "via": {
      "channel": "web_service"
    }
  },
  "event": {},
  "id": "45a71e5a-cde9-4d7e-aa14-b83cfb8324b7",
  "subject": "zen:ticket:434421",
  "time": "2025-01-15T06:10:42.250725349Z",
  "type": "zen:event-type:ticket.soft_deleted",
  "zendesk_event_version": "2022-11-06"
}

The payload contains an empty event object.

Ticket type changed

The ticket type changed.

{
  "account_id": 22243079,
  "detail": {
    "actor_id": "8475923767294",
    "assignee_id": null,
    "brand_id": "8475914868990",
    "created_at": "2025-01-15T06:05:59Z",
    "custom_status": "8475914873726",
    "description": "ticket_subject7e1fbc7d1a description",
    "external_id": null,
    "form_id": "8475914857726",
    "group_id": "8475873719550",
    "id": "43277",
    "is_public": true,
    "organization_id": "8475914873982",
    "priority": null,
    "requester_id": "8475923767294",
    "status": "NEW",
    "subject": "ticket_subject7e1fbc7d1a",
    "submitter_id": "8475923767294",
    "tags": [
      "zat_testd6da5d02b387b1c95a1d83e437837dab"
    ],
    "type": "TASK",
    "updated_at": "2025-01-15T06:05:59Z",
    "via": {
      "channel": "web_service"
    }
  },
  "event": {
    "current": "TASK",
    "previous": null
  },
  "id": "7c05367c-e1de-460e-a5c6-3a02327f0c1d",
  "subject": "zen:ticket:43277",
  "time": "2025-01-15T06:05:59.209792811Z",
  "type": "zen:event-type:ticket.type_changed",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
current	string	The current ticket type. Possible values: "QUESTION", "INCIDENT", "PROBLEM", "TASK"
previous	string	The previous ticket type. Possible values: "QUESTION", "INCIDENT", "PROBLEM", "TASK"

SLA policy Changed

A ticket's SLA policy changed.

{
  "account_id": 15596625,
  "detail": {
    "actor_id": "6834457711102",
    "assignee_id": "6834457711102",
    "brand_id": "6834463706238",
    "created_at": "2025-01-08T09:40:26Z",
    "custom_status": null,
    "description": "nrt-lcbeu sla enduser descriptionf45b137f42",
    "external_id": null,
    "form_id": "6834457718014",
    "group_id": "6834407591294",
    "id": "24971",
    "is_public": true,
    "organization_id": null,
    "priority": "URGENT",
    "requester_id": "8646100864766",
    "status": "OPEN",
    "subject": "nrt-lcbeu sla enduser subject fe4826dd51",
    "submitter_id": "8646100864766",
    "tags": [
      "nrt-lcbeu-sla-tage9395a4953"
    ],
    "type": null,
    "updated_at": "2025-01-08T09:40:26Z",
    "via": {
      "channel": "web_service"
    }
  },
  "event": {
    "current": "8646093174654",
    "previous": null
  },
  "id": "9b632d51-ca5c-40ae-aad5-fb460e5c2352",
  "subject": "zen:ticket:24971",
  "time": "2025-01-08T09:40:26.578373864Z",
  "type": "zen:event-type:ticket.sla_policy_changed",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
previous	integer	The id of the current SLA policy assigned to the ticket
current	integer	The id of the previous SLA policy assigned to the ticket

Schedule changed

A ticket's schedule changed.

{
  "account_id": 789193,
  "detail": {
    "actor_id": "1268220612050",
    "assignee_id": null,
    "brand_id": "6902420591386",
    "created_at": "2025-01-21T22:28:52Z",
    "custom_status": "1900000777684",
    "description": "Hi, We are thrilled you’ll be working with Zendesk!",
    "external_id": null,
    "form_id": "6902447020570",
    "group_id": "6893516987930",
    "id": "349789",
    "is_public": true,
    "organization_id": "256876988",
    "priority": "HIGH",
    "requester_id": "1268220612050",
    "status": "NEW",
    "subject": "Welcome to Zendesk, Dena Graff [C] !",
    "submitter_id": "1268220612050",
    "tags": [
      "no_answer_bot",
      "no_bbs",
      "onboarding_category",
      "org_zendesk",
      "tier_2",
      "workday_user",
      "zendeskhr_brand_updated"
    ],
    "type": "TASK",
    "updated_at": "2025-01-21T22:28:52Z",
    "via": {
      "channel": "mail"
    }
  },
  "event": {
    "current": "6898357622554",
    "previous": "53568"
  },
  "id": "94af66ad-1092-459b-91d5-56185959f8f3",
  "subject": "zen:ticket:349789",
  "time": "2025-01-21T22:28:52.554948920Z",
  "type": "zen:event-type:ticket.schedule_changed",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
previous	integer	The id of the ticket's current schedule
current	integer	The id of the ticket's previous schedule

OLA policy changed

A ticket's operational-level agreements (OLA) policy changed.

{
  "account_id": 22134599,
  "detail": {
    "actor_id": "8448590795006",
    "assignee_id": "8448590795006",
    "brand_id": "8448608145534",
    "created_at": "2025-01-08T08:20:26Z",
    "custom_status": "8448646995582",
    "description": "group sla ticket",
    "external_id": null,
    "form_id": "8448646985854",
    "group_id": "8646006408318",
    "id": "358",
    "is_public": true,
    "organization_id": "8448646996094",
    "priority": "URGENT",
    "requester_id": "8448590795006",
    "status": "OPEN",
    "subject": "group_slas_gsot29662d83a3",
    "submitter_id": "8448590795006",
    "tags": null,
    "type": null,
    "updated_at": "2025-01-08T08:20:26Z",
    "via": {
      "channel": "web_service"
    }
  },
  "event": {
    "current": "01JH2G0A0PSB0A33XHSGPZ3SW9",
    "previous": null
  },
  "id": "88409c08-ced1-4f49-a0f7-5982621221b8",
  "subject": "zen:ticket:358",
  "time": "2025-01-08T08:20:26.663609728Z",
  "type": "zen:event-type:ticket.ola_policy_changed",
  "zendesk_event_version": "2022-11-06"
}

The event object contains the following properties.

Property	Data type	Description
previous	string	The ULID of the OLA policy currently assigned to the ticket
current	string	The ULID of the OLA policy previous assigned to the ticket