Ticket events

This page describes the ticket events schema sent to Amazon EventBridge using the Zendesk Events Connector.

Ticket event properties

The ticket_event property contains a ticket object. This object contains the following properties from the ticket resource schema:

• assignee_id
• brand_id
• created_at
• external_id
• form_id (ticket_form_id)
• group_id
• id
• organization_id
• priority
• requester_id
• status
• submitter_id
• tags
• type
• updated_at
• via

Agent Assignment Changed

A ticket was reassigned to another agent in Zendesk.

Example

{
  "version": "0",
  "id": "ecd26460-0ca3-433b-b908-d891a0aa6fb4",
  "detail-type": "Support Ticket: Agent Assignment 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": "2019-05-25T01:23:45.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "CE4A698AF24F35B3208649C6951E000E",
          "position": 1,
          "total": 1
        },
        "actor_id": 20978392
      },
      "type": "Agent Assignment Changed",
      "previous": 235323,
      "current": 235324,
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "type": "question",
        "priority": "low",
        "status": "open",
        "requester_id": 20978392,
        "submitter_id": 76872,
        "assignee_id": 235324,
        "organization_id": 10002,
        "group_id": 98738,
        "brand_id": 123,
        "form_id": 6876543,
        "external_id": "TEST1234",
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous assigned agent ID
• current - The current assigned agent ID

Attachment Linked to Comment

An attachment was linked to a ticket comment in Zendesk.

Example

{
  "version": "0",
  "id": "22ead012-a8fe-48bc-b6ad-11e1e2c09524",
  "detail-type": "Support Ticket: Attachment Linked to Comment",
  "source": "aws.partner/zendesk.com/9242270/default",
  "account": "123456789012",
  "time": "2019-05-25T01:23:47Z",
  "region": "us-east-1",
  "resources": ["Support Ticket"],
  "detail": {
    "ticket_event": {
      "meta": {
        "version": "1.0",
        "occurred_at": "2019-05-25T01:23:45.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "B427D1AEDCAA3E4C5B3BB010BB8FB8A6",
          "position": 1,
          "total": 1
        },
        "actor_id": 20978392
      },
      "type": "Attachment Linked to Comment",
      "attachment": {
        "id": 12345,
        "content_url": "https://subdomain.zendesk.com/attachments/token/1/?name=doge.jpeg",
        "content_type": "jpeg",
        "filename": "doge.jpeg",
        "is_public": true,
        "comment_id": 56767
      },
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "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"
        }
      }
    }
  }
}

The attachment object contains properties which matches the Ticket Attachments API. For more information, see Ticket Attachments API.

Attachment Redacted from Comment

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

Example

{
  "version": "0",
  "id": "22ead012-a8fe-48bc-b6ad-11e1e2c09524",
  "detail-type": "Support Ticket: Attachment Redacted from Comment",
  "source": "aws.partner/zendesk.com/9242270/default",
  "account": "123456789012",
  "time": "2019-05-26T01:23:47Z",
  "region": "us-east-1",
  "resources": ["Support Ticket"],
  "detail": {
    "ticket_event": {
      "meta": {
        "version": "1.0",
        "occurred_at": "2019-05-26T01:23:45.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "CE4A698AF24F35B3208649C6951E000E",
          "position": 1,
          "total": 1
        },
        "actor_id": 20978392
      },
      "type": "Attachment Redacted from Comment",
      "attachment_id": 12345,
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-26T01:23:45.789534301Z",
        "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"
        }
      }
    }
  }
}

In the ticket_event object, the attachment_id property is the ID automatically assigned to the attachment in Support.

Brand Changed

The brand was changed. A brand is a customer-facing identity which can be represented as multiple products or services, or multiple brands owned by the company.

Example

{
  "version": "0",
  "id": "cc51a43d-0e41-4090-b761-ce8a040ae54a",
  "detail-type": "Support Ticket: Brand Changed",
  "source": "aws.partner/zendesk.com/9242270/default",
  "account": "123456789012",
  "time": "2019-05-25T01:23:50Z",
  "region": "us-east-1",
  "resources": ["Support Ticket"],
  "detail": {
    "ticket_event": {
      "meta": {
        "version": "1.0",
        "occurred_at": "2019-05-25T01:23:45.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "B427D1AEDCAA3E4C5B3BB010BB8FB8A6",
          "position": 8,
          "total": 8
        },
        "actor_id": 20978392
      },
      "type": "Brand Changed",
      "previous": 123,
      "current": 124,
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "type": "question",
        "priority": "low",
        "status": "open",
        "requester_id": 20978392,
        "submitter_id": 76872,
        "assignee_id": 235324,
        "organization_id": 10002,
        "group_id": 98739,
        "brand_id": 124,
        "form_id": 6876543,
        "external_id": "TEST1234",
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous brand ID
• current - The current brand ID

Comment Created

A comment added when creating or updating a Support ticket.

Example

{
  "version": "0",
  "id": "22ead012-a8fe-48bc-b6ad-11e1e2c09524",
  "detail-type": "Support Ticket: Comment Created",
  "source": "aws.partner/zendesk.com/9242270/default",
  "account": "123456789012",
  "time": "2019-05-25T01:23:47Z",
  "region": "us-east-1",
  "resources": ["Support Ticket"],
  "detail": {
    "ticket_event": {
      "meta": {
        "version": "1.0",
        "occurred_at": "2019-05-25T01:23:45.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "B427D1AEDCAA3E4C5B3BB010BB8FB8A6",
          "position": 2,
          "total": 2
        },
        "actor_id": 20978392
      },
      "type": "Comment Created",
      "comment": {
        "id": 56767,
        "body": "new comment",
        "is_public": true,
        "author": {
          "id": 20978392,
          "name": "Test User",
          "is_staff": true
        }
      },
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "type": "question",
        "priority": "low",
        "status": "new",
        "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"
        }
      }
    }
  }
}

The comment object contains properties which matches the Ticket Comments API. For more information, see Ticket Comments API.

Comment Made Private

A private comment was created on a ticket.

Example

{
  "version": "0",
  "id": "22ead012-a8fe-48bc-b6ad-11e1e2c09524",
  "detail-type": "Support Ticket: Comment Made Private",
  "source": "aws.partner/zendesk.com/9242270/default",
  "account": "123456789012",
  "time": "2019-05-25T01:23:47Z",
  "region": "us-east-1",
  "resources": ["Support Ticket"],
  "detail": {
    "ticket_event": {
      "meta": {
        "version": "1.0",
        "occurred_at": "2019-05-25T01:23:45.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "EBF8136AFBAC35A0C2AA615795322536",
          "position": 1,
          "total": 1
        },
        "actor_id": 20978392
      },
      "type": "Comment Made Private",
      "comment_id": 56767,
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "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"
        }
      }
    }
  }
}

In the ticket_event object, the comment_id property is the ID automatically assigned to the comment in Support.

Comment Redacted

Words or strings were permanently removed from a ticket comment.

Example

{
  "version": "0",
  "id": "22ead012-a8fe-48bc-b6ad-11e1e2c09524",
  "detail-type": "Support Ticket: Comment Redacted",
  "source": "aws.partner/zendesk.com/9242270/default",
  "account": "123456789012",
  "time": "2019-05-25T01:23:47Z",
  "region": "us-east-1",
  "resources": ["Support Ticket"],
  "detail": {
    "ticket_event": {
      "meta": {
        "version": "1.0",
        "occurred_at": "2019-05-25T01:23:45.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "0572B2EE0A2B22E5EE8BB107928D7E6D",
          "position": 2,
          "total": 2
        },
        "actor_id": 20978392
      },
      "type": "Comment Redacted",
      "comment": {
        "id": 56767,
        "body": "▇▇▇▇",
        "is_public": true,
        "author": {
          "id": 20978392,
          "name": "Test User",
          "is_staff": true
        }
      },
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "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"
        }
      }
    }
  }
}

The comment object contains properties which matches the Ticket Comments API. For more information, see Ticket Comments API.

Custom Field Changed

Custom Field Changed events occur when the value of a user-created ticket field is changed by an agent.

Zendesk supports a range of custom field types such as text, numbers, and dates. For more information about custom fields, see About custom field types.

Custom Field Changed events includes a custom_field object with three parameters:

• Id - The Zendesk ID of the custom field
• Raw_title - The custom field name
• Field_type - The field data type (such as date, text, integer, and multi-select)

Custom Field Changed - Checkbox

The value of a custom field checkbox was changed.

Example

{
  "version": "0",
  "id": "7369d9e1-8b2c-4b05-a813-e66d76b8d8f1",
  "detail-type": "Support Ticket: Custom Field 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": "2019-05-25T01:23:45.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "0572B2EE0A2B22E5EE8BB107928D7E6D",
          "position": 1,
          "total": 3
        },
        "actor_id": 20978392
      },
      "type": "Custom Field Changed",
      "custom_field": {
        "id": 1234,
        "raw_title": "VIP",
        "field_type": "checkbox"
      },
      "previous": false,
      "current": true,
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "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"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous boolean value
• current - The current boolean value

Custom Field Changed - Credit Card

The value of a credit card custom field was changed. For more information about the credit card field, see Adding a PCI-compliant credit card field.

Example

{
  "version": "0",
  "id": "7369d9e1-8b2c-4b05-a813-e66d76b8d8f1",
  "detail-type": "Support Ticket: Custom Field 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": "2019-05-25T01:23:45.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "0572B2EE0A2B22E5EE8BB107928D7E6D",
          "position": 1,
          "total": 7
        },
        "actor_id": 20978392
      },
      "type": "Custom Field Changed",
      "custom_field": {
        "id": 1234,
        "raw_title": "Credit Card Field",
        "field_type": "creditcard"
      },
      "previous": "XXXXXXXXXXXX1123",
      "current": "XXXXXXXXXXXX2345",
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "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"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous numerical value
• current - The current numerical value

Custom Field Changed - Date

The value of a date custom field was changed.

Example

{
  "version": "0",
  "id": "7369d9e1-8b2c-4b05-a813-e66d76b8d8f1",
  "detail-type": "Support Ticket: Custom Field 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": "2019-05-25T01:23:45.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "0572B2EE0A2B22E5EE8BB107928D7E6D",
          "position": 2,
          "total": 7
        },
        "actor_id": 20978392
      },
      "type": "Custom Field Changed",
      "custom_field": {
        "id": 1234,
        "raw_title": "Start Date",
        "field_type": "date"
      },
      "previous": "2019-06-10",
      "current": "2019-06-20",
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "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"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous date and time
• current - The current date and time

Custom Field Changed - Decimal

The value of a decimal custom field was changed.

Example

{
  "version": "0",
  "id": "7369d9e1-8b2c-4b05-a813-e66d76b8d8f1",
  "detail-type": "Support Ticket: Custom Field 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": "2019-05-25T01:23:45.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "0572B2EE0A2B22E5EE8BB107928D7E6D",
          "position": 2,
          "total": 3
        },
        "actor_id": 20978392
      },
      "type": "Custom Field Changed",
      "custom_field": {
        "id": 1234,
        "raw_title": "Decimal Field",
        "field_type": "decimal"
      },
      "previous": "99.99",
      "current": "100.00",
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "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"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous numerical value
• current - The current numerical value

Custom Field Changed - Integer

The value of an integer custom field was changed.

Example

{
  "version": "0",
  "id": "7369d9e1-8b2c-4b05-a813-e66d76b8d8f1",
  "detail-type": "Support Ticket: Custom Field 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": "2019-05-25T01:23:45.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "0572B2EE0A2B22E5EE8BB107928D7E6D",
          "position": 3,
          "total": 7
        },
        "actor_id": 20978392
      },
      "type": "Custom Field Changed",
      "custom_field": {
        "id": 1234,
        "raw_title": "Integer",
        "field_type": "integer"
      },
      "previous": "10",
      "current": "100",
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "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"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous numerical value
• current - The current numerical value

Custom Field Changed - Multiselect

The value of a multiselect custom field was changed.

Example

{
  "version": "0",
  "id": "7369d9e1-8b2c-4b05-a813-e66d76b8d8f1",
  "detail-type": "Support Ticket: Custom Field 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": "2019-05-25T01:23:45.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "0572B2EE0A2B22E5EE8BB107928D7E6D",
          "position": 3,
          "total": 3
        },
        "actor_id": 20978392
      },
      "type": "Custom Field Changed",
      "custom_field": {
        "id": 1234,
        "raw_title": "Regions",
        "field_type": "multiselect"
      },
      "previous": null,
      "current": [
        "east",
        "west"
      ],
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "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",
          "east",
          "west"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous value/s
• current - The current value/s

Custom Field Changed - Regex

The regex custom field value was changed.

Example

{
  "version": "0",
  "id": "7369d9e1-8b2c-4b05-a813-e66d76b8d8f1",
  "detail-type": "Support Ticket: Custom Field 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": "2019-05-25T01:23:45.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "0572B2EE0A2B22E5EE8BB107928D7E6D",
          "position": 4,
          "total": 7
        },
        "actor_id": 20978392
      },
      "type": "Custom Field Changed",
      "custom_field": {
        "id": 1234,
        "raw_title": "Regex Field",
        "field_type": "regexp"
      },
      "previous": null,
      "current": "http://example.com",
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "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"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous regex value
• current - The current regex value

Custom Field Changed - Tagger

The value of a tagger custom field was changed.

Example

{
  "version": "0",
  "id": "7369d9e1-8b2c-4b05-a813-e66d76b8d8f1",
  "detail-type": "Support Ticket: Custom Field 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": "2019-05-25T01:23:45.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "0572B2EE0A2B22E5EE8BB107928D7E6D",
          "position": 5,
          "total": 7
        },
        "actor_id": 20978392
      },
      "type": "Custom Field Changed",
      "custom_field": {
        "id": 1234,
        "raw_title": "Dropdown Field",
        "field_type": "tagger"
      },
      "previous": "choice_1",
      "current": "choice_2",
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "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",
          "choice_2"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous string value
• current - The current string value

Custom Field Changed - Text

The value of a text custom field was changed.

Example

{
  "version": "0",
  "id": "7369d9e1-8b2c-4b05-a813-e66d76b8d8f1",
  "detail-type": "Support Ticket: Custom Field 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": "2019-05-25T01:23:45.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "0572B2EE0A2B22E5EE8BB107928D7E6D",
          "position": 6,
          "total": 7
        },
        "actor_id": 20978392
      },
      "type": "Custom Field Changed",
      "custom_field": {
        "id": 1234,
        "raw_title": "Text Field",
        "field_type": "text"
      },
      "previous": null,
      "current": "Text Message",
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "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"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous string value
• current - The current string value

Custom Field Changed - Text Area

The value of a multiline text custom field was changed.

Example

{
  "version": "0",
  "id": "7369d9e1-8b2c-4b05-a813-e66d76b8d8f1",
  "detail-type": "Support Ticket: Custom Field 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": "2019-05-25T01:23:45.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "0572B2EE0A2B22E5EE8BB107928D7E6D",
          "position": 7,
          "total": 7
        },
        "actor_id": 20978392
      },
      "type": "Custom Field Changed",
      "custom_field": {
        "id": 1234,
        "raw_title": "MultiLine",
        "field_type": "textarea"
      },
      "previous": "This is a\nmultiline message.\nHello there.",
      "current": "This is a\nmultiline message.",
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "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"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous multiline text
• current - The current multiline text

Custom Field Changed - Lookup

The target id value of a lookup custom field changed.

Example

{
  "version": "0",
  "id": "7369d9e1-8b2c-4b05-a813-e66d76b8d8f1",
  "detail-type": "Support Ticket: Custom Field Changed",
  "source": "aws.partner/zendesk.com/9242270/default",
  "account": "123456789012",
  "time": "2022-02-14T01:23:48Z",
  "region": "us-east-1",
  "resources": ["Support Ticket"],
  "detail": {
    "ticket_event": {
      "meta": {
        "version": "1.0",
        "occurred_at": "2022-02-14T01:23:45.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "0572B2EE0A2B22E5EE8BB107928D7E6D",
          "position": 1,
          "total": 1
        },
        "actor_id": 20978392
      },
      "type": "Custom Field Changed",
      "custom_field": {
        "id": 4821144178685,
        "raw_title": "ticket-lookup",
        "field_type": "lookup"
      },
      "previous": {
        "relationship_target": "ticket",
        "id": "4"
      },
      "current": {
        "relationship_target": "ticket",
        "id": "1"
      },
      "ticket": {
        "id": 35436,
        "created_at": "2022-01-14T22:55:29.721021468Z",
        "updated_at": "2022-02-14T01:23:45.789534301Z",
        "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"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous lookup relationship target and id
• current - The current lookup relationship target and id

Note: relationship_target can be ticket, user or organization.

Custom Status Changed

The ticket custom status was changed.

Example

{
  "version": "0",
  "id": "ecd26460-0ca3-433b-b908-d891a0aa6fb4",
  "detail-type": "Support Ticket: Custom Status Changed",
  "source": "aws.partner/zendesk.com/9242270/default",
  "account": "123456789012",
  "time": "2022-05-02T01:23:48Z",
  "region": "us-east-1",
  "resources": ["Support Ticket"],
  "detail": {
    "ticket_event": {
      "meta": {
        "version": "1.0",
        "occurred_at": "2022-05-02T01:23:45.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "B427D1AEDCAA3E4C5B3BB010BB8FB8A6",
          "position": 1,
          "total": 10
        },
        "actor_id": 20978392
      },
      "type": "Custom Status Changed",
      "previous": 127390424,
      "current": 123456789,
      "ticket": {
        "id": 35436,
        "created_at": "2022-04-01T22:55:29.721021468Z",
        "updated_at": "2022-05-02T01:23:45.789534301Z",
        "type": "question",
        "priority": "low",
        "status": "open",
        "requester_id": 20978392,
        "submitter_id": 76872,
        "assignee_id": 235324,
        "organization_id": 11978392,
        "group_id": 98738,
        "brand_id": 123,
        "form_id": 6876543,
        "external_id": "TEST1234",
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous custom status id of the ticket
• current - The current custom status id of the ticket

Description Changed

The description in a ticket was changed.

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": "2019-05-25T01:23:45.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "ED28AEC3317694CB34AF1A28CFA0D3A8",
          "position": 1,
          "total": 1
        },
        "actor_id": 20978392
      },
      "type": "Description Changed",
      "previous": "first description",
      "current": "second description",
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "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"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous text description
• current - The current text description

External ID Changed

The external ticket ID was changed.

Example

{
  "version": "0",
  "id": "5cabfa42-9882-4f86-9a13-be7097e63171",
  "detail-type": "Support Ticket: External ID 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": "2019-05-25T01:23:45.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "39CB54C1358AB877EF9014E915008EAB",
          "position": 1,
          "total": 1
        },
        "actor_id": 20978392
      },
      "type": "External ID Changed",
      "previous": "cfe1a82d-64b2-4ee8-b659-9b3f873a0c1d",
      "current": "093225e7-942c-4d59-bcc4-3f5d22f54bfd",
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "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"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous external ticket ID
• current - The current external ticket ID

Email CCs Changed

Users were added or removed from a ticket.

Example

{
  "version": "0",
  "id": "25cd7f6b-4f6c-4010-8008-93fc41add32d",
  "detail-type": "Support Ticket: Email CCs Changed",
  "source": "aws.partner/zendesk.com/9242270/default",
  "account": "123456789012",
  "time": "2019-12-17T23:04:27Z",
  "region": "us-east-1",
  "resources": ["Support Ticket"],
  "detail": {
    "ticket_event": {
      "meta": {
        "version": "1.0",
        "occurred_at": "2019-12-17T23:04:24.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "741C55D3FCB9F0074C488AB1C68A40AA",
          "position": 1,
          "total": 2
        },
        "actor_id": 20978392
      },
      "type": "Email CCs Changed",
      "users_added": [112233445566],
      "users_removed": [],
      "ticket": {
        "id": 35436,
        "created_at": "2019-11-27T05:58:44.721021468Z",
        "updated_at": "2019-12-17T23:04:24.789534301Z",
        "type": "problem",
        "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"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• users_added - A list of users added to the Email CCs of a ticket
• users_removed - A list of users removed from the Email CCs of a ticket

Followers Changed

Followers on a ticket was changed.

Example

{
  "version": "0",
  "id": "6a44318d-4f4a-4c3d-9b6b-fe6f5d90040b",
  "detail-type": "Support Ticket: Followers Changed",
  "source": "aws.partner/zendesk.com/9242270/default",
  "account": "123456789012",
  "time": "2019-12-17T23:04:27Z",
  "region": "us-east-1",
  "resources": ["Support Ticket"],
  "detail": {
    "ticket_event": {
      "meta": {
        "version": "1.0",
        "occurred_at": "2019-12-17T23:04:24.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "741C55D3FCB9F0074C488AB1C68A40AA",
          "position": 2,
          "total": 2
        },
        "actor_id": 20978392
      },
      "type": "Followers Changed",
      "users_added": [112233445566],
      "users_removed": [],
      "ticket": {
        "id": 35436,
        "created_at": "2019-11-27T05:58:44.721021468Z",
        "updated_at": "2019-12-17T23:04:24.789534301Z",
        "type": "problem",
        "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"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• users_added - A list of users added to ticket folllowers
• users_removed - A list of users removed from ticket followers

Form Changed

The ticket form was changed.

Example

{
  "version": "0",
  "id": "ecd26460-0ca3-433b-b908-d891a0aa6fb4",
  "detail-type": "Support Ticket: Form 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": "2019-05-25T01:23:45.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "B427D1AEDCAA3E4C5B3BB010BB8FB8A6",
          "position": 1,
          "total": 1
        },
        "actor_id": 20978392
      },
      "type": "Form Changed",
      "previous": null,
      "current": 6876543,
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "type": "question",
        "priority": "low",
        "status": "open",
        "requester_id": 20978392,
        "submitter_id": 76872,
        "assignee_id": 235324,
        "organization_id": 11978392,
        "group_id": 98738,
        "brand_id": 123,
        "form_id": 6876543,
        "external_id": "TEST1234",
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous form Id of the ticket
• current - The current form Id of the ticket

Group Assignment Changed

A ticket was reassigned to another group of agents.

Example

{
  "version": "0",
  "id": "4f44811a-0bab-4c8b-b597-640ebedebe8a",
  "detail-type": "Support Ticket: Group Assignment Changed",
  "source": "aws.partner/zendesk.com/9242270/default",
  "account": "123456789012",
  "time": "2019-05-25T01:23:47Z",
  "region": "us-east-1",
  "resources": ["Support Ticket"],
  "detail": {
    "ticket_event": {
      "meta": {
        "version": "1.0",
        "occurred_at": "2019-05-25T01:23:45.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "2728AEC3317694CB34AF1A28CFA0D3A8",
          "position": 2,
          "total": 3
        },
        "actor_id": 20978392
      },
      "type": "Group Assignment Changed",
      "previous": 98738,
      "current": 98739,
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "type": "question",
        "priority": "low",
        "status": "open",
        "requester_id": 20978392,
        "submitter_id": 76872,
        "assignee_id": 235324,
        "organization_id": 10002,
        "group_id": 98739,
        "brand_id": 123,
        "form_id": 6876543,
        "external_id": "TEST1234",
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous group assignment ID
• current - The current group assignment ID

Organization Changed

The organization in the ticket was changed.

Example

{
  "version": "0",
  "id": "ecd26460-0ca3-433b-b908-d891a0aa6fb4",
  "detail-type": "Support Ticket: Organization 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": "2019-05-25T01:23:45.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "B427D1AEDCAA3E4C5B3BB010BB8FB8A6",
          "position": 6,
          "total": 8
        },
        "actor_id": 20978392
      },
      "type": "Organization Changed",
      "previous": 11178377,
      "current": 11978392,
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "type": "question",
        "priority": "low",
        "status": "open",
        "requester_id": 20978392,
        "submitter_id": 76872,
        "assignee_id": 235324,
        "organization_id": 11978392,
        "group_id": 98738,
        "brand_id": 123,
        "form_id": 6876543,
        "external_id": "TEST1234",
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous organization in the ticket
• current - The current organization in the ticket

Priority Changed

The priority on a ticket was changed.

Example

{
  "version": "0",
  "id": "5cabfa42-9882-4f86-9a13-be7097e63171",
  "detail-type": "Support Ticket: Priority 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": "2019-05-25T01:23:45.465719851Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "7196EBCC68D839B44610C1CC70EA2077",
          "position": 4,
          "total": 5
        },
        "actor_id": 20978392
      },
      "type": "Priority Changed",
      "previous": "normal",
      "current": "urgent",
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "type": "question",
        "priority": "urgent",
        "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"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous ticket priority value
• current - The current ticket priority value

The previous and current properties can be "null", or have a string value of "low", "normal", "high", or "urgent".

Problem Link Changed

The problem ID associated with an incident type ticket was changed.

Example

{
  "version": "0",
  "id": "ecd26460-0ca3-433b-b908-d891a0aa6fb4",
  "detail-type": "Support Ticket: Problem Link 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": "2019-05-25T01:23:45.721021468Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "A8F9C10B29095AAE2B62B73F04D292BA",
          "position": 1,
          "total": 1
        },
        "actor_id": 20978392
      },
      "type": "Problem Link Changed",
      "previous": 78888,
      "current": 76872,
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "type": "incident",
        "priority": "low",
        "status": "open",
        "requester_id": 20978392,
        "submitter_id": 76872,
        "assignee_id": 235324,
        "organization_id": 10002,
        "group_id": 98738,
        "brand_id": 123,
        "form_id": 6876543,
        "external_id": "TEST1234",
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous problem link ID
• current - The current problem link ID

Requester Changed

The requester of a ticket was changed.

Example

{
  "version": "0",
  "id": "ecd26460-0ca3-433b-b908-d891a0aa6fb4",
  "detail-type": "Support Ticket: Requester 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": "2019-05-25T01:23:45.721021468Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "35D52F7D44640033CCCE4A5F1ADDB2AA",
          "position": 6,
          "total": 9
        },
        "actor_id": 20978392
      },
      "type": "Requester Changed",
      "previous": 20178377,
      "current": 20978392,
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "type": "question",
        "priority": "low",
        "status": "open",
        "requester_id": 20978392,
        "submitter_id": 76872,
        "assignee_id": 235324,
        "organization_id": 10002,
        "group_id": 98738,
        "brand_id": 123,
        "form_id": 6876543,
        "external_id": "TEST1234",
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous ticket requester ID
• current - The current ticket requester ID

Status Changed

The status of a ticket was changed.

Example

{
  "version": "0",
  "id": "5cabfa42-9882-4f86-9a13-be7097e63171",
  "detail-type": "Support Ticket: Status 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": "2019-05-25T01:23:45.721021468Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "3A0D9570D25C80909594821C606343B5",
          "position": 1,
          "total": 1
        },
        "actor_id": 20978392
      },
      "type": "Status Changed",
      "previous": "open",
      "current": "solved",
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "type": "question",
        "priority": "low",
        "status": "solved",
        "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"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous ticket status
• current - The current ticket status

Subject Changed

The subject of an existing ticket was changed.

Example

{
  "version": "0",
  "id": "5cabfa42-9882-4f86-9a13-be7097e63171",
  "detail-type": "Support Ticket: Subject 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": "2019-05-25T01:23:45.721021468Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "35D52F7D44640033CCCE4A5F1ADDB2AA",
          "position": 3,
          "total": 9
        },
        "actor_id": 20978392
      },
      "type": "Subject Changed",
      "previous": "first ticket",
      "current": "sample ticket",
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "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"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous ticket subject description
• current - The current ticket subject description

Submitter Changed

The submitter of an existing ticket was changed.

Example

{
  "version": "0",
  "id": "ecd26460-0ca3-433b-b908-d891a0aa6fb4",
  "detail-type": "Support Ticket: Submitter 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": "2019-05-25T01:23:45.721021468Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "3A0D9570D25C80909594821C606343B5",
          "position": 7,
          "total": 9
        },
        "actor_id": 20978392
      },
      "type": "Submitter Changed",
      "previous": 78888,
      "current": 76872,
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "type": "question",
        "priority": "low",
        "status": "open",
        "requester_id": 20978392,
        "submitter_id": 76872,
        "assignee_id": 235324,
        "organization_id": 10002,
        "group_id": 98738,
        "brand_id": 123,
        "form_id": 6876543,
        "external_id": "TEST1234",
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous ticket submitter ID
• current - The current ticket submitter ID

Tags Changed

The tags on an existing ticket was changed.

Example

{
  "version": "0",
  "id": "ca5f53dc-158a-47d5-9161-158ee2ecca7e",
  "detail-type": "Support Ticket: Tags Changed",
  "source": "aws.partner/zendesk.com/9242270/default",
  "account": "123456789012",
  "time": "2019-05-25T01:23:49Z",
  "region": "us-east-1",
  "resources": ["Support Ticket"],
  "detail": {
    "ticket_event": {
      "meta": {
        "version": "1.0",
        "occurred_at": "2019-05-25T01:23:45.721021468Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "2728AEC3317694CB34AF1A28CFA0D3A8",
          "position": 5,
          "total": 6
        },
        "actor_id": 20978392
      },
      "type": "Tags Changed",
      "tags_added": ["vip"],
      "tags_removed": [],
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "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",
          "vip"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• tags_added - Tags added to the ticket
• tags_removed - Tags removed from the ticket

Task Due At Changed

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

Example

{
  "version": "0",
  "id": "5cabfa42-9882-4f86-9a13-be7097e63171",
  "detail-type": "Support Ticket: Task Due At 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": "2019-05-25T01:23:45.721021468Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "F6381A7A89C6EFAF887BD06ACBE5761C",
          "position": 1,
          "total": 1
        },
        "actor_id": 20978392
      },
      "type": "Task Due At Changed",
      "previous": "2019-05-30T00:00:00Z",
      "current": "2019-06-09T00:00:00Z",
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "type": "task",
        "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"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous date and time
• current - The current date and time

Ticket Created

A ticket was created.

Example

{
  "version": "0",
  "id": "31187aa5-67d2-4eea-a921-38535bf6ec3b",
  "detail-type": "Support Ticket: Ticket Created",
  "source": "aws.partner/zendesk.com/9242270/default",
  "account": "123456789012",
  "time": "2019-05-20T22:55:31Z",
  "region": "us-east-1",
  "resources": ["Support Ticket"],
  "detail": {
    "ticket_event": {
      "meta": {
        "version": "1.0",
        "occurred_at": "2019-05-20T22:55:29.721021468Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "35D52F7D44640033CCCE4A5F1ADDB2AA",
          "position": 1,
          "total": 9
        },
        "actor_id": 20978392
      },
      "type": "Ticket Created",
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-20T22:55:29.789534301Z",
        "type": "question",
        "priority": "low",
        "status": "new",
        "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"
        }
      }
    }
  }
}

Ticket Marked as Spam

A ticket was marked as spam.

Example

{
  "version": "0",
  "id": "31187aa5-67d2-4eea-a921-38535bf6ec3b",
  "detail-type": "Support Ticket: Ticket Marked as Spam",
  "source": "aws.partner/zendesk.com/9242270/default",
  "account": "123456789012",
  "time": "2019-05-20T22:55:31Z",
  "region": "us-east-1",
  "resources": ["Support Ticket"],
  "detail": {
    "ticket_event": {
      "meta": {
        "version": "1.0",
        "occurred_at": "2019-05-20T22:55:29.721021468Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "E6EDCA743B15E8C1ABF324E7DC85019A",
          "position": 1,
          "total": 2
        },
        "actor_id": 20978392
      },
      "type": "Ticket Marked as Spam",
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-20T22:55:29.789534301Z",
        "type": "question",
        "priority": "low",
        "status": "deleted",
        "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"
        }
      }
    }
  }
}

Ticket Merged

A ticket was merged.

Example

{
  "version": "0",
  "id": "31187aa5-67d2-4eea-a921-38535bf6ec3b",
  "detail-type": "Support Ticket: Ticket Merged",
  "source": "aws.partner/zendesk.com/9242270/default",
  "account": "123456789012",
  "time": "2019-05-20T22:55:31Z",
  "region": "us-east-1",
  "resources": ["Support Ticket"],
  "detail": {
    "ticket_event": {
      "meta": {
        "version": "1.0",
        "occurred_at": "2019-05-20T22:55:29.721021468Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "3A0D9570D25C80909594821C606343B5",
          "position": 5,
          "total": 5
        },
        "actor_id": 20978392
      },
      "type": "Ticket Merged",
      "target_ticket_id": 35425,
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-20T22:55:29.789534301Z",
        "type": "question",
        "priority": "low",
        "status": "closed",
        "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"
        }
      }
    }
  }
}

The event contains the property target_ticket_id, which is the ID of the ticket that the ticket has been merged into.

Ticket Permanently Deleted

A ticket was permanently deleted.

Example

{
  "version": "0",
  "id": "31187aa5-67d2-4eea-a921-38535bf6ec3b",
  "detail-type": "Support Ticket: Ticket Permanently Deleted",
  "source": "aws.partner/zendesk.com/9242270/default",
  "account": "123456789012",
  "time": "2019-05-20T22:55:31Z",
  "region": "us-east-1",
  "resources": ["Support Ticket"],
  "detail": {
    "ticket_event": {
      "meta": {
        "version": "1.0",
        "occurred_at": "2019-05-20T22:55:29.721021468Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "E2CC1A53600363B42CAAD86D08F5BBFC",
          "position": 1,
          "total": 1
        },
        "actor_id": 20978392
      },
      "type": "Ticket Permanently Deleted",
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-20T22:55:29.789534301Z",
        "type": "question",
        "priority": "low",
        "status": "deleted",
        "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"
        }
      }
    }
  }
}

Ticket Soft Deleted

A ticket was soft deleted. For more information, see Soft delete.

Example

{
  "version": "0",
  "id": "31187aa5-67d2-4eea-a921-38535bf6ec3b",
  "detail-type": "Support Ticket: Ticket Soft Deleted",
  "source": "aws.partner/zendesk.com/9242270/default",
  "account": "123456789012",
  "time": "2019-05-20T22:55:31Z",
  "region": "us-east-1",
  "resources": ["Support Ticket"],
  "detail": {
    "ticket_event": {
      "meta": {
        "version": "1.0",
        "occurred_at": "2019-05-20T22:55:29.721021468Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "E6EDCA743B15E8C1ABF324E7DC85019A",
          "position": 1,
          "total": 2
        },
        "actor_id": 20978392
      },
      "type": "Ticket Soft Deleted",
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-20T22:55:29.789534301Z",
        "type": "question",
        "priority": "low",
        "status": "deleted",
        "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"
        }
      }
    }
  }
}

Ticket Type Changed

A ticket type was changed.

Example

{
  "version": "0",
  "id": "5cabfa42-9882-4f86-9a13-be7097e63171",
  "detail-type": "Support Ticket: Ticket Type 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": "2019-05-25T01:23:45.721021468Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "35D52F7D44640033CCCE4A5F1ADDB2AA",
          "position": 5,
          "total": 9
        },
        "actor_id": 20978392
      },
      "type": "Ticket Type Changed",
      "previous": "question",
      "current": "incident",
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-25T01:23:45.789534301Z",
        "type": "incident",
        "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"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous ticket type
• current - The current ticket type

The properties will be "null", or have a string value of "question", "incident", "problem", or "task".

Ticket Undeleted

A ticket was undeleted.

Example

{
  "version": "0",
  "id": "31187aa5-67d2-4eea-a921-38535bf6ec3b",
  "detail-type": "Support Ticket: Ticket Undeleted",
  "source": "aws.partner/zendesk.com/9242270/default",
  "account": "123456789012",
  "time": "2019-05-20T22:55:31Z",
  "region": "us-east-1",
  "resources": ["Support Ticket"],
  "detail": {
    "ticket_event": {
      "meta": {
        "version": "1.0",
        "occurred_at": "2019-05-20T22:55:29.721021468Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "2AB606C18FEF17757413588D0D713AC6",
          "position": 1,
          "total": 2
        },
        "actor_id": 20978392
      },
      "type": "Ticket Undeleted",
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29.721021468Z",
        "updated_at": "2019-05-20T22:55:29.789534301Z",
        "type": null,
        "priority": null,
        "status": "new",
        "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"
        }
      }
    }
  }
}

SLA Policy Changed

The SLA policy of an existing ticket was changed.

Example

{
  "version": "0",
  "id": "89bb42d9-c190-10e1-c140-2bdc2ff743e4",
  "detail-type": "Support Ticket: SLA Policy Changed",
  "source": "aws.partner/zendesk.com/9242270/default",
  "account": "123456789012",
  "time": "2022-08-02T01:28:45Z",
  "region": "us-east-1",
  "resources": ["Support Ticket"],
  "detail": {
    "ticket_event": {
      "meta": {
        "version": "1.0",
        "occurred_at": "2022-08-02T01:28:45Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "3A0D9570D25C80909594821C606343B5",
          "position": 1,
          "total": 2
        },
        "actor_id": 20978392
      },
      "type": "SLA Policy Changed",
      "previous": null,
      "current": 6706785152253,
      "ticket": {
        "id": 56,
        "created_at": "2022-08-02T01:28:45Z",
        "updated_at": "2022-08-02T01:28:45Z",
        "type": "question",
        "priority": "low",
        "status": "open",
        "requester_id": 20978392,
        "submitter_id": 76872,
        "assignee_id": 235324,
        "organization_id": 10002,
        "group_id": 98738,
        "brand_id": 123,
        "form_id": 6876543,
        "external_id": "TEST1234",
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous SLA policy id
• current - The current SLA policy id

Schedule Changed

The schedule of an existing ticket was changed.

Example

{
  "version": "0",
  "id": "89bb42d9-c190-10e1-c140-2bdc2ff743e4",
  "detail-type": "Support Ticket: Schedule Changed",
  "source": "aws.partner/zendesk.com/9242270/default",
  "account": "123456789012",
  "time": "2022-08-02T01:28:45Z",
  "region": "us-east-1",
  "resources": ["Support Ticket"],
  "detail": {
    "ticket_event": {
      "meta": {
        "version": "1.0",
        "occurred_at": "2022-08-02T01:28:45Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "3A0D9570D25C80909594821C606343B5",
          "position": 2,
          "total": 2
        },
        "actor_id": 20978392
      },
      "type": "Schedule Changed",
      "previous": null,
      "current": 6734653589629,
      "ticket": {
        "id": 56,
        "created_at": "2022-08-02T01:28:45Z",
        "updated_at": "2022-08-02T01:28:45Z",
        "type": "question",
        "priority": "low",
        "status": "open",
        "requester_id": 20978392,
        "submitter_id": 76872,
        "assignee_id": 235324,
        "organization_id": 10002,
        "group_id": 98738,
        "brand_id": 123,
        "form_id": 6876543,
        "external_id": "TEST1234",
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous schedule id
• current - The current schedule id

OLA Policy Changed

The operational-level agreements (OLA) policy of an existing ticket was changed.

Example

{
  "version": "0",
  "id": "89bb42d9-c190-10e1-c140-2bdc2ff743e4",
  "detail-type": "Support Ticket: OLA Policy Changed",
  "source": "aws.partner/zendesk.com/9242270/default",
  "account": "123456789012",
  "time": "2022-08-02T01:28:45Z",
  "region": "us-east-1",
  "resources": ["Support Ticket"],
  "detail": {
    "ticket_event": {
      "meta": {
        "version": "1.0",
        "occurred_at": "2022-08-02T01:28:45Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "3A0D9570D25C80909594821C606343B5",
          "position": 1,
          "total": 2
        },
        "actor_id": 20978392
      },
      "type": "OLA Policy Changed",
      "previous": null,
      "current": "0572B2EE0A2B22E5EE8BB107928D7E6D",
      "ticket": {
        "id": 56,
        "created_at": "2022-08-02T01:28:45Z",
        "updated_at": "2022-08-02T01:28:45Z",
        "type": "question",
        "priority": "low",
        "status": "open",
        "requester_id": 20978392,
        "submitter_id": 76872,
        "assignee_id": 235324,
        "organization_id": 10002,
        "group_id": 98738,
        "brand_id": 123,
        "form_id": 6876543,
        "external_id": "TEST1234",
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

The event contains the following unique properties in the ticket_event object:

• previous - The previous OLA policy id
• current - The current OLA policy id