Introduction

An event is a description of an activity that has occurred in a Zendesk account. This reference documentation contains a list of available events and example schemas which are streamed to Amazon EventBridge. Currently, only events can be streamed from Zendesk Support. Support for more types of events will be added in the future.

For more information about sending events to Amazon EventBridge:

Rate limits

Sending events to your AWS account via the Events Connector does not impact your REST API rate limits. The Events Connector has its own rate limit of 700 events sent per minute.

Event schema structure

The schema for events always contains information describing the type of event and the time it happened. Depending on the event type, there is additional information about the ticket affected by the event, and the IDs of associated objects such as requesters and assignees.

The event schema is in JSON format as shown in the following example.

Example

{
  "version": "0",
  "id": "5cabfa42-9882-4f86-9a13-be7097e63171",
  "detail-type": "Support Ticket: Description Changed",
  "source": "aws.partner/zendesk.com/9242270/default",
  "account": "123456789012",
  "time": "2019-05-25T01:23:48Z",
  "region": "us-east-1",
  "resources": ["Support Ticket"],
  "detail": {
    "ticket_event": {
      "meta": {
        "version": "1.0",
        "occurred_at": "2019-05-25T01:23:45Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "ED28AEC3317694CB34AF1A28CFA0D3A8",
          "position": 1,
          "total": 1
        }
      },
      "type": "Description Changed",
      "previous": "first description",
      "current": "second description",
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29Z",
        "updated_at": "2019-05-25T01:23:45Z",
        "type": "question",
        "priority": "low",
        "status": "open",
        "requester_id": 20978392,
        "submitter_id": 76872,
        "assignee_id": 235323,
        "organization_id": 10002,
        "group_id": 98738,
        "brand_id": 123,
        "form_id": 6876543,
        "external_id": "TEST1234",
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}
Top level properties

All events contain the following top level properties.

Property Data type Description
version string Event version (not currently used)
id integer Event ID generated by Amazon EventBridge
detail-type string Describes the product type and event type
source string Partner event source in your Zendesk account
account integer AWS account ID
time date Date and time when the event passed through Amazon EventBridge
region string Source AWS region
resources string Describes the Zendesk object
detail object Zendesk specific payload. See Detail object below
Detail object

The detail object contains the event information.

Property Type Description
ticket event object The JSON payload wrapper
meta object Metadata object for the event
version string Version for the event type
occurred_at time The date and time the event occurred in Zendesk Support
ref string Zendesk identifier for the event
sequence object When multiple events come from the same user action. This object includes the total number of related events and a common ID for all events
id string The ID used to identify multiple events associated to a user action
position integer The order of this event when multiple events occur from a user action
total integer The number of related events associated to a user action
type string Describes the event type

For ticket events, the detail object contains the following unique properties:

Property Type Description
ticket_event object The JSON payload wrapper
ticket object The ticket object. It contains the same properties as described in the ticket API schema.

For user events, the detail object contains the following unique properties:

Property Type Description
user_event object The JSON payload wrapper
user object The user object. It contains the same properties as described in the users API schema.

For organization events, the detail object contains the following unique properties:

Property Type Description
organization_event object The JSON payload wrapper
organization object The organization object. It contains the same properties as described in the organization API schema.