The Ticket Audits resource in the Support REST API can use the following events to describe the ticket update:

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. See Ticket comments.

Example

{  "id": 2127301148,  "type": "Comment",  "body": "This is a new private comment",  "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 voicemails
  • data.transcription_status and data.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}

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": ["[email protected]{subdomain}.com","[email protected]{subdomain}.com"]  "current_followers":  ["[email protected]{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": ["[email protected]{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 ID of the sharing agreement
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 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 the Zendesk Help Center.

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"}