Ticket events

The following ticket events for Amazon EventBridge include:

Agent Assignment Changed

An event when a ticket is reassigned to another agent in Support.

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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "updated_at": "2019-05-25T01:23:45Z",
        "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 assigned agent ID
  • current - The current assigned agent ID

Attachment Linked to Comment

An event when an attachment is linked to a ticket comment in Support.

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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "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"
        }
      }
    }
  }
}

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

Attachment Redacted from Comment

An event when an attachment is 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": "2019-05-26T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "updated_at": "2019-05-26T01:23:45Z",
        "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"
        }
      }
    }
  }
}

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

Brand Changed

An event when the brand is 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "updated_at": "2019-05-25T01:23:45Z",
        "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

An event when a comment is 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "updated_at": "2019-05-25T01:23:45Z",
        "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

An event when a private comment is created on a Support 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "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"
        }
      }
    }
  }
}

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

Comment Redacted

An event when words or strings are 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "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"
        }
      }
    }
  }
}

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

An event where the value of a custom field checkbox is 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "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"
        }
      }
    }
  }
}

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

An event where the value of a credit card custom field is 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "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"
        }
      }
    }
  }
}

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

An event where the value of a date custom field is 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "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"
        }
      }
    }
  }
}

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

An event where the value of a decimal custom field is 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "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"
        }
      }
    }
  }
}

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

An event where the value of an integer custom field is 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "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"
        }
      }
    }
  }
}

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

An event where the value of a multiselect custom field is 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "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",
          "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

An event where the value of a regex custom field is 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "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"
        }
      }
    }
  }
}

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

An event where the value of a tagger custom field is 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "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",
          "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

An event where the value of a text custom field is 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "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"
        }
      }
    }
  }
}

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

An event where the value of a multiline text custom field is 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "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"
        }
      }
    }
  }
}

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

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

Description Changed

The following example shows an event when description in a ticket is 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "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"
        }
      }
    }
  }
}

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 following example shows an event when the external ticket ID is 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "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"
        }
      }
    }
  }
}

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

An event when users are added and/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": "2019-12-17T23:04:24Z",
        "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": "2019-11-27T05:58:44Z",
        "updated_at": "2019-12-17T23:04:24Z",
        "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

An event when followers on a tickets are 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": "2019-12-17T23:04:24Z",
        "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": "2019-11-27T05:58:44Z",
        "updated_at": "2019-12-17T23:04:24Z",
        "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

An event when the form in the ticket is 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "updated_at": "2019-05-25T01:23:45Z",
        "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

An event when a Support ticket is 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "updated_at": "2019-05-25T01:23:45Z",
        "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

An event when the organization in the ticket is 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "updated_at": "2019-05-25T01:23:45Z",
        "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

An event when the priority on a Support ticket is 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "updated_at": "2019-05-25T01:23:45Z",
        "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

An event when the problem ID associated with an incident type ticket is 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "updated_at": "2019-05-25T01:23:45Z",
        "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

An event when the requester of a Support ticket is 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "updated_at": "2019-05-25T01:23:45Z",
        "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 ticket requester ID
  • current - The current ticket requester ID

Status Changed

An event when the status of a Support ticket is 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "updated_at": "2019-05-25T01:23:45Z",
        "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

An event when subject of an existing ticket is 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "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"
        }
      }
    }
  }
}

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

An event when the submitter of an existing Support ticket is 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "updated_at": "2019-05-25T01:23:45Z",
        "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 ticket submitter ID
  • current - The current ticket submitter ID

Tags Changed

An event when tags on an existing Support ticket is 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "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",
          "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

An event when the task due date and time on a Support ticket is 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "updated_at": "2019-05-25T01:23:45Z",
        "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

An event when a Support ticket is 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": "2019-05-20T22:55:29Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "35D52F7D44640033CCCE4A5F1ADDB2AA",
          "position": 1,
          "total": 9
        },
        "actor_id": 20978392
      },
      "type": "Ticket Created",
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29Z",
        "updated_at": "2019-05-20T22:55:29Z",
        "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

An event when a Support ticket is 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": "2019-05-20T22:55:29Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "E6EDCA743B15E8C1ABF324E7DC85019A",
          "position": 1,
          "total": 2
        },
        "actor_id": 20978392
      },
      "type": "Ticket Marked as Spam",
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29Z",
        "updated_at": "2019-05-20T22:55:29Z",
        "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

An event when a Support ticket is 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": "2019-05-20T22:55:29Z",
        "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": "2019-05-20T22:55:29Z",
        "updated_at": "2019-05-20T22:55:29Z",
        "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

An event when a Support ticket is 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": "2019-05-20T22:55:29Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "E2CC1A53600363B42CAAD86D08F5BBFC",
          "position": 1,
          "total": 1
        },
        "actor_id": 20978392
      },
      "type": "Ticket Permanently Deleted",
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29Z",
        "updated_at": "2019-05-20T22:55:29Z",
        "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

An event when a Support ticket is 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": "2019-05-20T22:55:29Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "E6EDCA743B15E8C1ABF324E7DC85019A",
          "position": 1,
          "total": 2
        },
        "actor_id": 20978392
      },
      "type": "Ticket Soft Deleted",
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29Z",
        "updated_at": "2019-05-20T22:55:29Z",
        "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

An event when a Support ticket type is 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": "2019-05-25T01:23:45Z",
        "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": "2019-05-20T22:55:29Z",
        "updated_at": "2019-05-25T01:23:45Z",
        "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

An event when a Support ticket is 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": "2019-05-20T22:55:29Z",
        "ref": "1-1234567890",
        "sequence": {
          "id": "2AB606C18FEF17757413588D0D71