Ticket Skips

A skip is a record of when an agent skips over a ticket without responding to the end user.

Skips are typically recorded while a play-only agent is in Guided mode.

JSON Format

Skips are represented as JSON objects which have the following keys:

Name Type Comment
id integer Automatically assigned upon creation
ticket_id integer ID of the skipped ticket
user_id integer ID of the skipping agent
reason string Reason for skipping the ticket
ticket Ticket The skipped ticket
created_at date Time the skip was created
updated_at date Time the skip was last updated
Example
{
  "id": 1,
  "ticket_id": 123,
  "user_id": 456,
  "reason": "I have no idea what I'm doing.",
  "ticket": {
    "id":      123,
    "subject": "Printer on fire",
    ... // see the [Ticket documentation](tickets.html#json-format) for an example of a full Ticket object
  },
  "created_at": "2015-09-30T21:44:03Z",
  "updated_at": "2015-09-30T21:44:03Z"
}

Record a new skip for the current user

POST /api/v2/skips.json

Allowed For:
  • Agents
Using curl:
curl https://{subdomain}.zendesk.com/api/v2/skips.json \
  -v -u {email_address}:{password} \
  -H "Content-Type: application/json" -X POST \
  -d '{"skip": {"ticket_id": 123, "reason": "I have no idea."}}'
Example Response
Status: 201 Created

{
  "skip": {
    "id": 1,
    "ticket_id": 123,
    "user_id": 456,
    "ticket": { ... },
    "reason": "I have no idea.",
    "created_at": "2015-09-30T21:44:03Z",
    "updated_at": "2015-09-30T21:44:03Z"
  }
}

List skips for the current account

GET /api/v2/skips.json

GET /api/v2/tickets/{ticket_id}/skips.json

GET /api/v2/users/{user_id}/skips.json

Allowed For:
  • Agents with read-only or higher report access
  • Agents retrieving their own skips
Available Parameters
Name Type Required Comments
sort_order string no One of asc or desc. Defaults to asc
ticket_id integer no ID of a ticket
user_id integer no User ID of an agent
Using curl:
curl https://{subdomain}.zendesk.com/api/v2/skips.json \
  -v -u {email_address}:{password}
Example Response
Status: 200 OK

{
  "skips": [
    {
      "id": 1,
      "ticket_id": 123,
      "user_id": 456,
      "ticket": { ... },
      "reason": "I have no idea.",
      "created_at": "2015-09-30T21:44:03Z",
      "updated_at": "2015-09-30T21:44:03Z"
    },
    {
      "id": 2,
      "ticket_id": 321,
      "user_id": 654,
      "ticket": { ... },
      "reason": "I'm lost.",
      "created_at": "2015-10-01T21:44:03Z",
      "updated_at": "2015-10-01T21:44:03Z"
    },
    ...
  ]
}