Ticket Audit events reference
The Ticket Audits resource in the Support REST API can use the following events to describe the ticket update:
- Create event
- Change event
- Comment event
- Comment redaction event
- Attachment redaction event
- Voice comment event
- Comment privacy change event
- Suspended ticket recovery event
- Notification event
- Notification with CCs event
- SMS notification event
- CC event
- Follower notification event
- Follower change event
- Email CC change event
- Macro reference event
- Satisfaction rating event
- Ticket sharing event
- Organization subscription notification event
- SLA target change event
- Error event
- Tweet event
- Facebook event
- Facebook comment event
- External event
- LogMeIn transcript event
- Push event
- Chat ended event
- Skill assigned event
- Survey offered event
- Survey response submitted event
- Offered To event
An event will have its own via
object if it's different from the via
object of the audit. See Support API: Via object reference.
Note: Events may be added at any time by the Zendesk developer team. Please ignore undocumented event types in your integration.
Create event
A ticket property was set on a newly created ticket. A separate event is created for each property set.
Create events have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when the event is created |
type | string | yes | Has the value Create |
field_name | string | yes | The name of the field that was set |
value | string, array, object | yes | The value of the field that was set |
value
is normally a string. However, the attribute is an array when the value of field_name
is "tags". It's an object when the value of field_name
is a SLA event like "first_reply_time". Example:
"value": {
"minutes": 1440,
"in_business_hours":false
}
Example
{
"id": 1274,
"type": "Create"
"field_name": "status",
"value": "new"
}
Change event
A ticket property was updated. The event describes the previous and newly updated value of each ticket property.
Change events have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when the event is created |
type | string | yes | Has the value Change |
field_name | string | yes | The name of the field that was changed |
value | string, array, object | yes | The value of the field that was changed |
previous_value | string, array, object | yes | The previous value of the field that was changed |
value
and previous_value
are normally strings. However, the attribute is an array when the value of field_name
is tags
. It's an object when the value of field_name
is a SLA event like "first_reply_time".
Example
{
"id": 1274,
"type": "Change"
"field_name": "subject",
"value": "My printer is on fire!",
"previous_value": "I need help!"
}
Comment event
A comment was added to the ticket. The event's type
is "Comment". The event's properties are identical to the ticket comment object. By default, inline images aren't included in the attachments
array. See Ticket comments.
Example
{
"id": 2127301148,
"type": "Comment",
"body": "This is a new private comment",
"html_body": "<p>This is a new private comment</p>",
"public": false,
"created_at": "2015-07-20T22:55:29Z",
"author_id": 123123,
"attachments": []
}
Comment redaction event
A word or string was redacted from a ticket comment using the API. See Redact String in Comment. Comment redaction events have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when the event is created |
type | string | yes | Has the value CommentRedactionEvent |
comment_id | integer | yes | The comment with the redacted text |
Example
{
"id": 59542664837,
"comment_id": "59733541888",
"type": "CommentRedactionEvent"
}
Attachment redaction event
An attachment was redacted, or permanently deleted, from a ticket comment using the REST API. See Redacting comment attachments. These events have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when the event is created |
type | string | yes | Has the value AttachmentRedactionEvent |
attachment_id | integer | yes | The redacted attachment |
comment_id | integer | yes | The comment with the redacted attachment |
Example
{
"id": 59549109257,
"type": "AttachmentRedactionEvent",
"attachment_id": 1636097007,
"comment_id": 59738862068
}
Voice comment event
A voice comment was added to a ticket with Zendesk Talk.
Voice comment events have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when the event is created |
type | string | yes | Has the value VoiceComment |
data | object | yes | Properties describing the voice comment |
formatted_from | string | yes | A formatted version of the phone number which dialed the call |
formatted_to | string | yes | A formatted version of the phone number which answered the call |
body | string | yes | Comment added to the ticket |
html_body | string | yes | The comment formatted to HTML |
public | boolean | yes | If true, the ticket requester can see the comment. If false, only agents can see it |
trusted | boolean | yes | If this comment is trusted or marked as being potentially fraudulent |
author_id | integer | yes | The comment author, typically the agent assigned to the ticket |
transcription_visible | boolean | yes | Whether the transcription is visible on the ticket |
attachments | array | yes | The attachments on this comment as Attachment objects |
Example
{
"id": 215546547,
"type": "VoiceComment",
"body": ""Inbound call from +1 (123) 654-7890\nCall Details:\n\nCall from...",
"data": {
"answered_by_id": 63197591,
"answered_by_name": "Keith Hayward",
"author_id": 63197591,
"brand_id": 1156956,
"call_duration": 64,
"call_id": 129873628,
"from": "+11236547890",
"location": "Roselle, Illinois, United States",
"to": "+11233257890",
"public": false,
"recording_url": "https://omniwear.zendesk.com/api/v2/channels/voice/calls/CAed671/twilio/recording",
"started_at": "2016-12-20T16:30:16Z",
"transcription_status": "completed",
"transcription_text": "Hello, I have a problem with...",
"via_id": 34
},
"formatted_from": "+1 (123) 654-7890",
"formatted_to": "+1 (123) 325-7890",
"transcription_visible": false,
"public": false,
"html_body": "<div class=\"zd-comment\">\n<p dir=\"auto\">Inbound call from +1 (123) 654-7890<br>\nCall Details...",
"author_id": 63197591,
"trusted": true,
"attachments": []
}
Notes:
data.answered_by_id
is not present for voicemailsdata.transcription_status
anddata.transcription_text
are only present for voicemails with transcription enabled
Comment privacy change event
A public comment was marked as private.
Ticket comment privacy change events have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when the event is created |
type | string | yes | Has the value CommentPrivacyChange |
comment_id | integer | yes | The id if the comment that changed privacy |
public | boolean | yes | Tells if the comment was made public or private |
Example
{
"id": 1274,
"type": "CommentPrivacyChange",
"comment_id": 453,
"public": false
}
Suspended ticket recovery event
A suspended ticket was recovered.
Suspended ticket recovery events have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when the event is created |
type | string | yes | Has the value SuspendedTicketRecovery |
via | object | yes | The suspended ticket that created the ticket. See Via object reference |
cause | string | yes | The details of the suspension. See Cause of suspension reference |
cause_name | string | yes | The key of the cause of suspension. See Cause of suspension reference |
cause_id | integer | yes | The id of the cause of suspension. See Cause of suspension reference |
recovery_details | string | yes | The details of the recovery, including the recovery type and the recovery author's name |
recovery_type | string | yes | The type of recovery. May be manual or automatic |
recovered_at | datetime | yes | The date of recovery |
recovered_by | integer | yes | The user who performed the recovery |
Example
{
"id": 10471060966419,
"type": "SuspendedTicketRecovery",
"via": {
"channel": "suspended_ticket",
"source": {
"to": {},
"from": {
"id": 10471036265747
},
"rel": "suspended_ticket"
}
},
"cause": "Automated response email, delivery failed",
"cause_name": "auto_delivery_failure",
"cause_id": 7,
"recovery_details": "Recovered automatically by Admin",
"recovery_type": "automatic",
"recovered_at": "2022-10-17T18:35:27Z",
"recovered_by": 2987483127
}
Notification event
A notification was sent by a business rule such as a trigger when the ticket was created or updated.
Notifications have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when the event is created |
type | string | yes | Has the value Notification |
subject | string | yes | The subject of the message sent to the recipients |
body | string | yes | The message sent to the recipients |
recipients | array | yes | An array of simple objects with the ids and names of the recipients of this notification |
via | object | yes | The business rule that created the notification. See Via object reference |
Example
{
"id": 1275,
"type": "Notification"
"subject": "Your ticket has been updated"
"body": "Ticket #235 has been updated"
"recipients": [847390, 93905],
"via": {
"channel": "system",
"source": {
"type": "rule",
"id": 61,
"title": "Notify assignee of comment update"
}
}
}
Notification with CCs event
A notification was sent to the requester and email CCs.
Notifications have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when the event is created |
type | string | yes | Has the value NotificationWithCcs |
subject | string | yes | The subject of the message sent to the recipients |
body | string | yes | The message sent to the recipients |
recipients | array | yes | An array of simple objects with the ids and names of the recipients of this notification |
via | object | yes | The business rule that created the notification. See Via object reference |
Example
{
"id": 1275,
"type": "NotificationWithCcs"
"subject": "Your ticket has been updated"
"body": "Ticket #235 has been updated"
"recipients": [847390, 93905],
"via": {
"channel": "system",
"source": {
"type": "rule",
"id": 61,
"title": "Notify requester and email CCs of comment update"
}
}
}
SMS notification event
An SMS notification was sent by a business rule such as a trigger when the ticket was created or updated.
Notifications have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when the event is created |
type | string | yes | Has the value SmsNotification |
body | string | yes | The message sent to the recipients |
recipients | array | yes | An array of simple objects with the ids and names of the recipients of this notification |
Example
{
"id": 1275,
"type": "SmsNotification"
"body": "Ticket #235 has been updated"
"recipients": [847390, 93905]
}
CC event
A cc (also known as a collaborator) was notified when the ticket was updated.
Ticket CC Events have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when the event is created |
type | string | yes | Has the value Cc |
body | string | yes | The message sent to the recipients |
recipients | array | yes | A array of simple objects with the ids and names of the recipients of this notification |
via | object | yes | A reference to the business rule that created this notification. See Via object reference |
Example
{
"id": 1275,
"type": "Cc"
"recipients": [93905],
"body": "You are registered as a CC on this request ({{ticket.id}}). Reply to this email to add a comment to the request.\n\n{{ticket.comments_formatted}}",
"via": {
"channel": "system",
"source": {
"type": "rule",
"id": 62,
"title": "Notify collaborator of comment update"
}
}
}
Follower notification event
A follower was notified when the ticket was updated.
Ticket follower notification events have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when the event is created |
type | string | yes | Has the value FollowerNotificationEvent |
subject | string | yes | The subject of the message sent to the recipients |
body | string | yes | The message sent to the recipients |
recipients | array | yes | An array of simple objects with the ids and names of the recipients of this notification |
via | object | yes | A reference to the business rule that created this notification. See Via object reference |
Example
{
"id": 1275,
"type": "FollowerNotification",
"subject": "Your ticket has been updated",
"body": "You are a Follower on this request ({{ticket.id}}). {{ticket.follower_reply_type_message}}\n\n{{ticket.comments_formatted}}"
"recipients": [847390],
"via": {
"channel": "system",
"source": {
"type": "rule",
"id": 61,
"title": "Notify follower of comment update"
}
}
}
Follower change event
Followers have been added or removed from the ticket.
Follower change events have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when the event is created |
type | string | yes | Has the value "FollowersChange" |
previous_followers | array | yes | The previous followers on the ticket |
current_followers | array | yes | The current followers on the ticket |
Example
{
"id": 1274,
"type": "FollowerChange"
"previous_followers": ["agent_uno@{subdomain}.com","agent_dos@{subdomain}.com"]
"current_followers": ["agent_uno@{subdomain}.com"]
}
Email CC change event
Email CCs have been added or removed from the ticket.
Email CC change events have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when the event is created |
type | string | yes | Has the value EmailCcChange |
previous_email_ccs | array | yes | The previous email CCs on the ticket |
current_email_ccs | array | yes | The current email CCs on the ticket |
Example
{
"id": 1274,
"type": "EmailCcChange"
"previous_email_ccs": ["agent_uno@{subdomain}.com","[email protected]"]
"current_email_ccs": ["[email protected]"]
}
Macro reference event
Macro reference events have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when creating events |
type | string | yes | Has the value MacroReference |
macro_id | integer | yes | The id of the macro this event refers to |
macro_title | string | yes | The title of the macro this event refers to |
macro_deleted | boolean | yes | Whether or not the macro this event refers to is deleted |
via | object | yes | How the event was created. See Via object reference |
Example
{
"id": 1274,
"type": "AgentMacroReference",
"via": {
"channel": "web",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"macro_id": 45345,
"macro_title": "Downgrade ticket",
"macro_deleted": false
}
Satisfaction rating event
Satisfaction rating events have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when creating events |
type | string | yes | Has the value SatisfactionRating |
score | string | yes | The rating state "offered", "unoffered", "good", "bad" |
assignee_id | integer | yes | Who the ticket was assigned to upon rating time |
body | string | yes | The users comment posted during rating |
Example
{
"id": 1274,
"type": "SatisfactionRating",
"score": "good",
"assignee_id": 87374,
"body": "Thanks, you guys are great!"
}
Ticket sharing event
Ticket sharing events have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when creating events |
type | string | yes | Has the value TicketSharingEvent |
agreement_id | integer | yes | The sharing agreement id |
action | string | yes | Either shared or unshared |
Example
{
"id": 1274,
"type": "TicketSharingEvent",
"agreement_id": 3454,
"action": "shared"
}
Organization subscription notification event
A notification was sent to the organization subscribers when somebody in the organization submitted a ticket.
This feature was available in the classic version of the Zendesk Support user interface. In the current version of Zendesk Support, you can use the Organization Subscriptions API to create the subscriptions.
Organization subscription notification events have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when the event is created |
type | string | yes | Has the value OrganizationActivity |
subject | string | yes | The subject of the message sent to the recipients |
body | string | yes | The message sent to the recipients |
recipients | array | yes | An array of simple objects with the ids and names of the recipients of the notification |
via | object | yes | A reference to the trigger that created the notification. See Via object reference |
Example
{
"id": 1275,
"type": "OrganizationActivity"
"subject": "Your ticket has been updated"
"body": "Ticket #235 has been updated"
"recipients": [847390, 93905],
"via": {
"channel": "system",
"source": {
"type": "rule",
"id": 61,
"title": "Notify requester of comment update"
}
}
}
SLA target change event
SLA target change events have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when creating events |
type | string | yes | Has the value Change |
previous_value | object | yes | Previous value in minutes, and indicator of whether the value was in calendar hours or business hours. May be empty |
value | object | yes | Current value in minutes, and indicator of whether the value was in calendar hours or business hours. May be empty |
field_name | string | yes | The identifier of the SLA metric. May be "first_reply_time" or "requester_wait_time" |
via | object | yes | Via information. See Via object reference |
Example
{
"id": 4497,
"type": "Change",
"previous_value": { "minutes": 150, "business_hours": false },
"value": { "minutes": 45, "in_business_hours": false },
"field_name": "requester_wait_time",
"via": {
"source": {
"rel": "sla_target_change"
},
"current_sla_policy": "for demo"
}
}
Error event
An error occurred during the processing of the ticket.
Ticket errors have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when the event is creating |
type | string | yes | Has the value Error |
message | string | yes | The error message |
Example
{
"id": 1274,
"type": "Error",
"message": 453
}
Tweet event
A comment was added to the ticket from X (formerly Twitter).
Tweet events have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when the event is created |
type | string | yes | Has the value Tweet |
direct_message | boolean | yes | Whether this tweet was a direct message |
body | string | yes | The body of the tweet |
recipients | array | yes | The recipients of this tweet |
Example
{
"id": 1274,
"type": "Tweet",
"direct_message": false,
"body": "Hi there",
"recipients": [847390, 93905]
}
Facebook event
A comment was posted on a Facebook Wall, or a private message was sent to a Facebook Page.
Facebook events have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when the event is created |
type | string | yes | Has the value FacebookEvent |
page | hash | yes | The name and graph id of the Facebook Page associated with the event |
communication | integer | yes | The Zendesk Support id of the associated communication (wall post or message) |
ticket_via | string | yes | "post" or "message" depending on the association with a wall post or a private message |
body | string | yes | The value of the message posted to Facebook |
Example
{
"id": 1274,
"type": "FacebookEvent",
"page": {
"name": "Zendesk",
"graph_id": "61675732935"
},
"communication": 5,
"ticket_via": "post",
"body": "Thanks!"
}
Facebook comment event
A comment was added to a ticket from Facebook.
Facebook comments have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when the event is created |
type | string | yes | Has the value FacebookComment |
data | object | yes | Properties of the Facebook comment |
body | string | yes | The actual comment made by the author |
html_body | string | yes | The actual comment made by the author formatted as HTML |
public | boolean | yes | If this is a public comment or an internal-agents-only note |
trusted | boolean | yes | If this comment is trusted or marked as being potentially fraudulent |
author_id | integer | yes | The id of the author of this comment |
graph_object_id | string | yes | The graph object id of the associated Facebook Wall post or message |
Example
{
"id": 1274,
"type": "FacebookComment",
"data": {
"type": "status"
"content": "asrk2d",
"attachments": [
{
"id": "70713f06c93b0cba705cc10239ea3e4c",
"mime_type": "image/png",
"name": "transpmentor.png",
"size": 26981
}
],
"via_zendesk": false
},
"public": true,
"author_id": 1,
"body": "Thanks for your help!",
"html_body": "<p>Thanks for your help!</p>",
"trusted": true,
"graph_object_id": "152318411530606_1523184115123123",
"attachments": []
}
External event
External ticket events have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when the event is created |
type | string | yes | Has the value External |
resource | string | yes | External target id |
body | string | yes | Trigger message for this target event |
Example
{
"id": 1274,
"type": "External",
"resource": 135476,
"body": "Target this ticket {{ticket.id}}"
}
LogMeIn transcript event
LogMeIn transcript events have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when creating events |
type | string | yes | Has the value LogMeInTranscript |
body | string | yes | An audit of the transcript |
Example
{
"id": 1274,
"type": "LogMeInTranscript",
"body": "Session ID: 1234 Technician name: Johnny User Technician email: [email protected] ..."
}
Push event
Information was pushed to an external target. See Notifying external targets in Zendesk help.
Push events have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when the event is created |
type | string | yes | Has the value Push |
value | string | yes | Data being pushed out of our system |
value_reference | string | yes | A reference to the destination of the data |
Example
{
"id": 1274,
"type": "Push",
"value": "<li><strong>Project</strong>: Internal</li><li><strong>Task</strong>: Admin...",
"value_reference": "Harvest Time Tracking"
}
Chat started event
A chat, Zendesk messaging, or social messaging conversation was started in Agent Workspace.
Chat started events have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when the event is created |
type | string | yes | Has the value ChatStartedEvent |
value | array | yes | Properties of the messaging conversation |
history | array | yes | Data about chat events |
webpath | array | yes | The webpath for the messaging conversation |
attachments | array | yes | The attachments on this conversation as Attachment objects |
Example
{
"id": 1717959154921,
"type": "ChatStartedEvent",
"value": {
"visitor_id": "10655845-15VkFHoZI7rnzrO",
"chat_id": "2108.10655845.SfiWb2lS6gX6c",
"tags": ["whatsapp_chat"]
}
}
Chat ended event
A chat, Zendesk messaging, or social messaging conversation was ended in Agent Workspace.
Chat ended events have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when the event is created |
type | string | yes | Has the value ChatEndedEvent |
value | array | yes | Properties of the messaging conversation |
attachments | array | yes | The attachments on this conversation as Attachment objects |
Example
{
"id": 1920482841485,
"type": "ChatEndedEvent",
"value": {
"chat_id": "2108.10655845.SfiWb2lS6gX6c",
"visitor_id": "10655845-15VkFHoZI7rnzrO",
"is_served": false,
"tags": ["whatsapp_chat"]
},
"attachments": []
}
Skill assigned event
One or more skills were assigned to the ticket. In this event, skills are named attribute values. Skill types are named attributes.
Skill assigned events have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when the event is created |
type | string | yes | Has the value AssociateAttValsEvent |
attribute_values | array | yes | Skills assigned to the ticket. attribute_id is the id for the skill type |
Example
{
"id": 11654650767636,
"type": "AssociateAttValsEvent",
"attribute_values": [
{
"id": "2aa15dcf-7d4f-11ed-8b72-9b5bb2ceed2e",
"name": "Python",
"attribute_id": "2867e888-7d4f-11ed-8b72-85e72d02c5e0"
}
]
}
Survey offered event
A survey was offered to a set of responders.
Survey offered events have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when the event is created |
type | string | yes | Has the value SurveyOffered |
assigned_user_id | integer | yes | The id of the user assigned to the ticket at the time the survey was offered. In case there is no user assigned at that time, the value of this field is null |
assigned_group_id | integer | yes | The id of the group assigned to the ticket at the time the survey was offered. In case there is no group assigned at that time, the value of this field is null |
survey_id | string | yes | A ULID representing the survey that was offered |
survey_type | string | yes | The type of the survey that was offered |
Example
{
"id": 11654650767636,
"type": "SurveyOffered",
"assigned_user_id": 123123,
"assigned_group_id": 30768,
"survey_id": "01J8M766YV6FTKCCBQ0Z85YND5",
"survey_type": "CustomerSatisfaction"
}
Survey response submitted event
A survey response was submitted by one of the responders.
Survey response submitted events have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when the event is created |
type | string | yes | Has the value SurveyResponseSubmitted |
assigned_user_id | integer | yes | The id of the user assigned to the ticket at the time the survey response was submitted. In case there is no user assigned at that time, the value of this field is null |
assigned_group_id | integer | yes | The id of the group assigned to the ticket at the time the survey response was submitted. In case there is no group assigned at that time, the value of this field is null |
survey_response_id | string | yes | A ULID representing the survey response that was submitted |
survey_type | string | yes | The type of the survey that was offered |
Example
{
"id": 11654650767636,
"type": "SurveyResponseSubmitted",
"assigned_user_id": 123123,
"assigned_group_id": 30768,
"survey_response_id": "01J8M766YV6FTKCCBQ0Z85YND5",
"survey_type": "CustomerSatisfaction"
}
Offered To event
The ticket was offered to an agent by omnichannel routing. If using skill-based routing, the audit event also contains the list of skills used to match the ticket to the agent.
Offered To Events have the following properties:
Name | Type | Read-only | Comment |
---|---|---|---|
id | integer | yes | Automatically assigned when the event is created |
type | string | yes | Has the value OfferedToEvent |
assignee | integer | yes | The id of the agent the ticket was offered to |
skills | array | yes | Skills used to route the ticket to an agent. The ticket might have other skills that timed out during the routing process. attribute_id is the id for the skill type |
Example
{
"id": 8307193253373,
"type": "OfferedToEvent",
"assignee": 199404753,
"skills": [
{
"id": "189b8a13-2926-46b1-a6de-5b482183d4b2",
"name": "english",
"attribute_id": "ca712d80-232d-11ef-8f9d-55bad2e0a8c4"
},
{
"id": "7ab97a79-5f9b-425c-9e39-d4a9d3d143c6",
"name": "flemish",
"attribute_id": "ca712d80-232d-11ef-8f9d-55bad2e0a8c4"
}
]
}