Zendesk events in Sunshine

Important: The Zendesk events in Sunshine is in early access. It is activated in Admin Center under Sunshine > Sunshine features. This is subject to change and should not be used in a production environment. Visit the Zendesk Standard Events EAP for more information.

An event is a description of an activity that has occurred, such as when a user’s name is changed, or when a support request is created. Events across Zendesk products are made available in Sunshine. They can be retrieved using the Events API, or viewed in the customer context in the Zendesk Agent Workspace or the Guide Events app (EAP).

Supported events

The following table lists the supported Zendesk events emitted through Sunshine events. See the sections below for event details and examples.

Event type Zendesk product Description
answers_suggested Guide The number of articles suggested to the user while creating a support request
article_instant_search_result_clicked Guide The article link is clicked in the Help Center dropdown search results
article_search_result_clicked Guide The article link is clicked in the Help Center search results
article_viewed Guide Help Center article is viewed
community_post_viewed Guide Help Center community post is viewed
community_search_result_clicked Guide Help Center community post search result is clicked
help_center_searched Guide Help Center is searched using the search bar
suggested_article_clicked Guide Article suggested to the user is clicked while submitting a Support request
support_request_made Guide Support request is submitted
support_request_viewed Guide Support request is viewed
custom_field_changed Support A user’s custom field is updated
identity_created Support A new identifier is added to a user
identity_changed Support A user’s identifier is updated
name_changed Support A user’s name is updated
call.ended Talk Zendesk Talk call is ended
call.started Talk Zendesk Talk call is started

Planned events

The following table lists Zendesk events planned to be emitted through Sunshine events:

Event category Description
Mobile SDK Help Center article is viewed through the Mobile SDK
Mobile SDK Help Center is searched through the Mobile SDK
Web Widget A website page or Help Center viewed by an anonymous or logged in user where the Web Widget is present

Please let us know in the Sunshine Profiles and Events commmunity if you’d like to see any other Zendesk events made available in Sunshine.

Zendesk Guide events

Answers suggested

An event when a user is suggested articles while submitting a new support request. The support request subject field is used to query suggested articles.

Example

{
            "id": "01EADX8ZHNC53NCWV38RWPMPJQ",
            "type": "answers_suggested",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-06-10T01:24:53.941314392Z",
            "received_at": "2020-06-10T01:24:58.143324138Z",
            "properties": {
                "result_count": 5,
                "search_query": "help"
            }
 }

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

  • result_count - The number of articles suggested to the user when submitting a new support request
  • search_query - The query used to provide suggested articles
Article instant search result clicked

An event when a user clicks an article link in the instant search result drop down on the Help Center front page.

Example

{
            "id": "01EAGBS4MPC53NCWV38RWPMPJQ",
            "type": "article_instant_search_result_clicked",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-06-11T00:16:52.374269872Z",
            "received_at": "2020-06-11T00:16:54.973520585Z",
            "properties": {
                "article_id": 360044308092
            }
}

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

  • article_id - The Help Center article identifier
Article search result clicked

An event when a user clicks on an article appearing in a search result in Help Center.

Example

{
            "id": "01EADYGJDKC53NCWV38RWPMPJQ",
            "type": "article_search_result_clicked",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-06-10T01:46:31.219738419Z",
            "received_at": "2020-06-10T01:46:40.114502688Z",
            "properties": {
                "article_id": 360043980132
            }
}

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

  • article_id - The Help Center article identifier
Article viewed

An event when a user views a Help Center article.

Example

{
            "id": "01EADW2Q2AC53NCWV38RWPMPJQ",
            "type": "article_viewed",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-06-10T01:04:00.074320469Z",
            "received_at": "2020-06-10T01:04:01.908815098Z",
            "properties": {
                "article_id": 360043980092,
                "locale_id": "en-us"
            }
}

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

  • article_id - The Help Center article identifier
  • locale_id - The language used to view the article
Community post viewed

An event when a user clicks on a community post in the Help Center.

Example

{
            "id": "01EADZ7FQRC53NCWV38RWPMPJQ",
            "type": "community_post_viewed",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-06-10T01:59:02.135901062Z",
            "received_at": "2020-06-10T01:59:07.029595427Z",
            "properties": {
                "community_post_id": 360067836832
            }
}

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

  • community_post_id - The community post identifier
Community search result clicked

An event when a user clicks on a community post appearing in a search result in Help Center.

Example

{
            "id": "01EADZ7EPSC53NCWV38RWPMPJQ",
            "type": "community_search_result_clicked",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-06-10T01:59:01.08124078Z",
            "received_at": "2020-06-10T01:59:06.394860314Z",
            "properties": {
                "community_post_id": 360067836832
            }
}

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

  • community_post_id - The community post identifier
Help Center searched

An event when a user searches the Help Center using the search field.

Example

{
            "id": "01EADXRV4QC53NCWV38RWPMPJQ",
            "type": "help_center_searched",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-06-10T01:33:33.71951541Z",
            "received_at": "2020-06-10T01:33:41.173895146Z",
            "properties": {
                "result_count": 5,
                "search_query": {
                    "locale_id": "en-us",
                    "page": 1,
                    "page_size": 10,
                    "query": "Help",
                    "search_id": "8a8a5a55-df2c-445f-9bbd-eacff9bf83b9"
                }
            }
}

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

  • result_count - The number of articles returned from the search request
  • Search query:

    • locale_id - The language used by the user
    • page - The page viewed
    • page_size - The number of results displayed on the page
    • query - The query entered
    • search_id - A unique identifier of the search query
Suggested article clicked

An event when a user clicks on a suggested article while submitting a new support request.

Example

{
            "id": "01EADX96YRC53NCWV38RWPMPJQ",
            "type": "suggested_article_clicked",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-06-10T01:25:01.528358417Z",
            "received_at": "2020-06-10T01:25:06.714429248Z",
            "properties": {
                "article_id": 360043980132
            }
}

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

  • article_id - The Help Center article identifier
Support request made

An event when a user creates a new support request in Help Center.

Example

{
            "id": "01EADWKT96C53NCWV38RWPMPJQ",
            "type": "support_request_made",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-06-10T01:13:20.421817067Z",
            "received_at": "2020-06-10T01:13:24.315981876Z",
            "properties": {
                "request_id": 5
            }
}

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

  • request_id - The support request identifier
Support request viewed

An event when a user views one of their existing support requests in Help Center.

Example

{
            "id": "01EADWKV4MC53NCWV38RWPMPJQ",
            "type": "support_request_viewed",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-06-10T01:13:21.299728133Z",
            "received_at": "2020-06-10T01:13:28.108527534Z",
            "properties": {
                "request_id": 5
            }
}

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

  • request_id - The support request identifier

Zendesk Support events

Custom field changed

An event when a custom field on a user’s profile is updated.

Example

{
            "id": "01EAE17ABKC9BMCD3469B76RJ8",
            "type": "custom_field_changed",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-06-10T02:33:53Z",
            "received_at": "2020-06-10T02:33:53.780692174Z",
            "properties": {
                "current_value": "2019-12-01",
                "field_id": 360001166712,
                "previous_value": "2018-12-01"
            }
}

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

  • current_value - The current assigned custom field value
  • field_id - The custom field identifier
  • previous_value - The previous assigned custom field value
Identity created

An event when a user’s identifier is created. The following example shows the user’s phone number as the identifier.

Example

{
            "id": "01EAE0WQWZC9BMCD3469B76RJ8",
            "type": "identity_created",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-06-10T02:28:07Z",
            "received_at": "2020-06-10T02:28:07.201012928Z",
            "properties": {
                "identity_type": "phone_number",
                "value": "0412 123 456"
            }
}

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

  • identity_type - The type of identifier. Examples include "phone_number" and "email"
  • value - The current assigned identifier value
Identity changed

An event when a user’s identifier is updated.The following example shows the user’s email address as the identifier.

Example

{
            "id": "01EADVYAW4C9BMCD3469B76RJ8",
            "type": "identity_changed",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-06-10T01:01:36Z",
            "received_at": "2020-06-10T01:01:36.536097818Z",
            "properties": {
                "current_value": "[email protected]**Example**.com",
                "identity_type": "email",
                "previous_value": "[email protected]**Example**.com"
            }
        }

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

  • current_value - The previous assigned identifier value
  • identity_type - The type of identifier. Examples include "phone_number" and "email"
  • previous_value - The current assigned identifier value
Name changed

An event when a user’s name is updated by the user or by an agent.

Example

{
            "id": "01E8XD4VK9C9BMCD3469B76RJ8",
            "type": "name_changed",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-05-22T05:19:28Z",
            "received_at": "2020-05-22T05:19:28.986762787Z",
            "properties": {
                "current_value": "Jane Smith",
                "previous_value": "John Smith"
            }
}

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

  • current_value - The current assigned name
  • previous_value - The previous assigned name

Zendesk Talk events

Call started

An event when a user starts a voice call.

Example

{
            "id": "01EAE853MACHPKJW2S69AQARSK",
            "type": "call.started",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-06-10T04:34:58Z",
            "received_at": "2020-06-10T04:35:05.5740445Z",
            "properties": {
                "agent_id": 0,
                "call_direction": "inbound",
                "customer_number": "+61412085899",
                "customer_user_id": 399016588871,
                "talk_number": "+61280156122",
                "talk_number_nickname": "",
                "ticket_id": 0
            }
        }

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

  • agent_id - The unique identifier of the agent taking the call
  • call_direction - The customer call is inbound or outbound
  • customer_number - The user’s phone number
  • customer_user_id - The user’s unique identifier
  • talk_number - The Talk phone number
  • talk_number_nickname - The Talk phone number nickname
  • ticket_id - The support ticket identifier
Call ended

An event when a user ends a voice call.

Example

 {
            "id": "01EAE86782CHPKJW2S69AQARSK",
            "type": "call.ended",
            "source": "zendesk",
            "description": "",
            "created_at": "2020-06-10T04:35:31Z",
            "received_at": "2020-06-10T04:35:45.573683993Z",
            "properties": {
                "agent_id": 398117349032,
                "call_direction": "inbound",
                "customer_number": "+61412085899",
                "customer_user_id": 399016588871,
                "talk_number": "+61280156122",
                "talk_number_nickname": "",
                "ticket_id": 9
            }
        }

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

  • agent_id - The unique identifier of the agent taking the call
  • call_direction - The customer call is inbound or outbound
  • customer_number - The user’s phone number
  • customer_user_id - The user’s unique identifier
  • talk_number - The Talk phone number
  • talk_number_nickname - The Talk phone number nickname
  • ticket_id - The support ticket identifier