Ticket Audits

Audits are a read-only history of all updates to a ticket. When a ticket is updated in Zendesk Support, an audit is stored. Each audit represents a single update to the ticket. An update can consist of one or more events. Examples:

The value of a ticket field was changed
A new comment was added
Tags were added or removed
A notification was sent

For a complete list, see Audit Events.

JSON Format

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

Name	Type	Read-only	Comment
id	integer	yes	Automatically assigned when creating audits
ticket_id	integer	yes	The ID of the associated ticket
metadata	hash	yes	Metadata for the audit, custom and system data
via	Via	yes	This object explains how this audit was created
created_at	date	yes	The time the audit was created
author_id	integer	yes	The user who created the audit
events	array	yes	An array of the events that happened in this audit. See Audit Events

Example

{
  "id":         35436,
  "ticket_id":  47,
  "created_at": "2009-07-20T22:55:29Z",
  "author_id":  35436,
  "metadata":  { "custom": { "time_spent": "3m22s" }, "system": { "ip_address": "184.106.40.75" }}
  "via": {
    "channel": "web"
  },
  "events": [
    {
      "id":          1564245,
      "type":        "Comment"
      "body":        "Thanks for your help!",
      "public":      true,
      "attachments": []
    },
    {
      "id":      1564246,
      "type":    "Notification"
      "subject": "Your ticket has been updated"
      "body":    "Ticket #47 has been updated"
    }
  ]
}

List All Ticket Audits

GET /api/v2/ticket_audits.json

GET /api/v2/ticket_audits.json?cursor=fDE1MDE1OTE1MzQuMHx8MTEzMjQ4NDI1MQ%3D%3D

Archived tickets are not included in the response. See About archived tickets in the Support Help Center.

Pagination

Unlike other endpoints in the API, this endpoint uses cursor-based pagination. The records are ordered sequentially by the created_at timestamp, then by id on duplicate values.

The cursor parameter is a non-human-readable argument you can use to move forward or backward in time.

Each JSON response will contain the following attributes to help you get more results:

after_url requests more recent results
before_url requests older results
after_cursor is the cursor to build the request yourself
before_cursor is the cursor to build the request yourself.

The after_cursor and before_cursor attributes may contain non-URL-safe characters. Make sure to URL-encode them, or simply use the after_url or before_url values to paginate.

The properties are null if no more records are available.

You can request a maximum of 1,000 results. The default number of results is 1,000, but you can change it with the limit parameter.

Allowed For

Admins

Stability

Development

Using curl

curl https://{subdomain}.zendesk.com/api/v2/ticket_audits.json?limit=1000 \
  -v -u {email_address}:{password}

Example Response

Status: 200 OK

{
  "before_url": "https://subdomain.zendesk.com/api/v2/ticket_audits.json?cursor=fDE1MDE1NzUxMjIuMHx8MTM0NzM0MzAxMQ%3D%3D&limit=1000",
  "after_url": "https://subdomain.zendesk.com/api/v2/ticket_audits.json?cursor=MTUwMTYwNzUyMi4wfHwxMzQ3NTMxNjcxfA%3D%3D&limit=1000",
  "before_cursor": "fDE1MDE1NzUxMjIuMHx8MTM0NzM0MzAxMQ==",
  "after_cursor": "MTUwMTYwNzUyMi4wfHwxMzQ3NTMxNjcxfA==",
  "audits": [{
    "created_at": "2011-09-25T22:35:44Z",
    "id": 2127301143,
    "ticket_id": 123,
    ...
  }, {
    "created_at": "2011-09-25T22:35:44Z",
    "id": 2127301144,
    "ticket_id": 123,
    ...
  }]
}

List Audits for a Ticket

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

Lists the audits for a specified ticket.

Allowed For

Agents

Using curl

curl https://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}/audits.json \
  -v -u {email_address}:{password}

Example Response

Status: 200 OK

{
  "audits": [
    {
      "created_at": "2011-09-25T22:35:44Z",
      "via": {
        "channel": "web"
      },
      "metadata": {
        "system": {
          "location": "San Francisco, CA, United States",
          "client": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_6_8) AppleWebKit/535.1 (KHTML, like Gecko) Chrome/14.0.835.186 Safari/535.1",
          "ip_address": "76.218.201.212"
        },
        "custom": {
        }
      },
      "id": 2127301143,
      "ticket_id": 666,
      "events": [
        {
          "html_body": "<p>This is a new private comment</p>",
          "public": false,
          "body": "This is a new private comment",
          "id": 2127301148,
          "type": "Comment",
          "attachments": [
          ]
        },
        {
          "via": {
            "channel": "rule",
            "source": {
              "to": { },
              "from": {
                "id": 35079792,
                "title": "Assign to first responder"
              },
              "rel": "trigger"
            }
          },
          "id": 2127301163,
          "value": "open",
          "type": "Change",
          "previous_value": "new",
          "field_name": "status"
        }
      ],
      "author_id": 5246746
    },
    ...
    {
      ...
      "events": [
        ...
      ],
    }
  ],
  "next_page": null,
  "previous_page": null,
  "count": 5
}

Show Audit

GET /api/v2/tickets/{ticket_id}/audits/{id}.json

Allowed For

Agents

Using curl

curl https://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}/audits/{id}.json \
  -v -u {email_address}:{password}

Example Response

Status: 200 OK

{
  "audit": {
    "created_at": "2011-09-25T22:35:44Z",
    "via": {
      "channel": "web"
    },
    "metadata": {
      "system": {
        "location": "San Francisco, CA, United States",
        "client": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_6_8) AppleWebKit/535.1 (KHTML, like Gecko) Chrome/14.0.835.186 Safari/535.1",
        "ip_address": "76.218.201.212"
      },
      "custom": {
      }
    },
    "id": 2127301143,
    "ticket_id": 666,
    "events": [
      {
        "html_body": "<p>This is a new private comment</p>",
        "public": false,
        "body": "This is a new private comment",
        "id": 2127301148,
        "type": "Comment",
        "attachments": []
      },
      {
        "via": {
          "channel": "rule",
          "source": {
            "to": { },
            "from": {
              "id": 22472716,
              "title": "Assign to first responder"
              },
            "rel": "trigger"
          }
        },
        "id": 2127301163,
        "value": "open",
        "type": "Change",
        "previous_value": "new",
        "field_name": "status"
      }
    ],
    "author_id": 5246746
  }
}

Change a comment from public to private

PUT /api/v2/tickets/{ticket_id}/audits/{id}/make_private.json

Allowed For

Agents

Using curl

curl https://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}/audits/{id}/make_private.json \
  -v -u {email_address}:{password} -X PUT -d '{}' -H "Content-Type: application/json"

Example Response

Status: 200 OK

Audit Events

An audit can include any of the following events to describe the ticket update:

Create event
Change event
Comment event
Comment redaction event
Attachment redaction event
Voice comment event
Comment privacy change event
Notification event
CC event
Follower notification event
Follower change event
Notification with CCs event
Email CC change event
Satisfaction rating event
Ticket sharing event
Organization subscription notification event
Error event
Tweet event
Facebook event
Facebook comment event
External event
LogMeIn transcript event
Push event

An event will have its own via object if it's different from the via object of the audit.

Note: Events may be added at any time by the Zendesk developer team. Please ignore undocumented event types in your integration.

Create event

A ticket property was set on a newly created ticket. A separate event is created for each property set.

Create events have the following keys:

Name	Type	Read-only	Comment
id	integer	yes	Automatically assigned when the event is created
type	string	yes	Has the value `Create`
field_name	string	yes	The name of the field that was set
value	string, array, object	yes	The value of the field that was set

value is normally a string. However, the attribute is an array when the value of field_name is tags. It's an object when the value of field_name is a SLA event like "first_reply_time". Example:

"value": {
  "minutes": 1440,
  "in_business_hours":false
}

Example

{
  "id":         1274,
  "type":       "Create"
  "field_name": "status",
  "value":      "new"
}

Change event

A ticket property was updated. The event describes the previous and newly updated value of each ticket property.

Change events have the following keys:

Name	Type	Read-only	Comment
id	integer	yes	Automatically assigned when the event is created
type	string	yes	Has the value `Change`
field_name	string	yes	The name of the field that was changed
value	string, array, object	yes	The value of the field that was changed
previous_value	string, array, object	yes	The previous value of the field that was changed

value and previous_value are normally strings. However, the attribute is an array when the value of field_name is tags. It's an object when the value of field_name is a SLA event like "first_reply_time".

Example

{
  "id":            1274,
  "type":          "Change"
  "field_name":    "subject",
  "value":         "My printer is on fire!",
  "previous_value": "I need help!"
}

Comment event

A comment was added to the ticket. The event's type is Comment. The event's properties are identical to the ticket comment object. See Ticket comments.

Example

{
  "id": 2127301148,
  "type": "Comment",
  "body": "This is a new private comment",
  "public": false,
  "created_at": "2015-07-20T22:55:29Z",
  "author_id": 123123,
  "attachments": []
}

Comment redaction event

A word or string was redacted from a ticket comment using the API. See Redact String in Comment. Comment redaction events have the following keys:

Name	Type	Read-only	Comment
id	integer	yes	Automatically assigned when the event is created
type	string	yes	Has the value `CommentRedactionEvent`
comment_id	integer	yes	The comment with the redacted text

Example

{
  "id": 59542664837,
  "comment_id": "59733541888",
  "type": "CommentRedactionEvent"
}

Attachment redaction event

An attachment was redacted, or permanently deleted, from a ticket comment using the REST API. See Redacting comment attachments. These events have the following keys:

Name	Type	Read-only	Comment
id	integer	yes	Automatically assigned when the event is created
type	string	yes	Has the value `AttachmentRedactionEvent`
attachment_id	integer	yes	The redacted attachment
comment_id	integer	yes	The comment with the redacted attachment

Example

{
  "id": 59549109257,
  "type": "AttachmentRedactionEvent",
  "attachment_id": 1636097007,
  "comment_id": 59738862068
}

Voice comment event

A voice comment was added to a ticket with Zendesk Talk.

Voice comment events have the following properties:

Name	Type	Read-only	Comment
id	integer	yes	Automatically assigned when the event is created
type	string	yes	Has the value `VoiceComment`
data	object	yes	Properties describing the voice comment
formatted_from	string	yes	A formatted version of the phone number which dialed the call
formatted_to	string	yes	A formatted version of the phone number which answered the call
body	string	yes	Comment added to the ticket
html_body	string	yes	The comment formatted to HTML
public	boolean	yes	If true, the ticket requester can see the comment. If false, only agents can see it
trusted	boolean	yes	If this comment is trusted or marked as being potentially fraudulent
author_id	integer	yes	The comment author, typically the agent assigned to the ticket
transcription_visible	boolean	yes	Whether the transciption is visible on the ticket
attachments	array	yes	The attachments on this comment as Attachment objects

Example

{
  "id":   215546547,
  "type": "VoiceComment",
  "body": ""Inbound call from +1 (123) 654-7890\nCall Details:\n\nCall from...",
  "data": {
    "answered_by_id":       63197591,
    "answered_by_name":     "Keith Hayward",
    "author_id":            63197591,
    "brand_id":             1156956,
    "call_duration":        64,
    "call_id":              129873628,
    "from":                 "+11236547890",
    "location":             "Roselle, Illinois, United States",
    "to":                   "+11233257890",
    "public":               false,
    "recording_url":        "https://omniwear.zendesk.com/api/v2/channels/voice/calls/CAed671/twilio/recording",
    "started_at":           "2016-12-20T16:30:16Z",
    "transcription_status": "completed",
    "transcription_text":   "Hello, I have a problem with...",
    "via_id":               34
  },
  "formatted_from":        "+1 (123) 654-7890",
  "formatted_to":          "+1 (123) 325-7890",
  "transcription_visible": false,
  "public":                false,
  "html_body":             "<div class=\"zd-comment\">\n<p dir=\"auto\">Inbound call from +1 (123) 654-7890<br>\nCall Details...",
  "author_id":             63197591,
  "trusted":               true,
  "attachments":           []
}

Notes:

data.answered_by_id is not present for voicemails
data.transcription_status and data.transcription_text are only present for voicemails with transcription enabled

Comment privacy change event

A public comment was marked as private.

Ticket comment privacy change events have the following keys:

Name	Type	Read-only	Comment
id	integer	yes	Automatically assigned when the event is created
type	string	yes	Has the value `CommentPrivacyChange`
comment_id	integer	yes	The id if the comment that changed privacy
public	boolean	yes	Tells if the comment was made public or private

Example

{
  "id":         1274,
  "type":       "CommentPrivacyChange",
  "comment_id": 453,
  "public": false
}

Notification event

A notification was sent by a business rule such as a trigger when the ticket was created or updated.

Notifications have the following keys:

Name	Type	Read-only	Comment
id	integer	yes	Automatically assigned when the event is created
type	string	yes	Has the value `Notification`
subject	string	yes	The subject of the message sent to the recipients
body	string	yes	The message sent to the recipients
recipients	array	yes	An array of simple objects with the ids and names of the recipients of this notification
via	Via	yes	The business rule that created the notification

Example

{
  "id":         1275,
  "type":       "Notification"
  "subject":    "Your ticket has been updated"
  "body":       "Ticket #235 has been updated"
  "recipients": [847390, 93905],
  "via": {
    "channel": "system",
    "source": {
      "type":  "rule",
      "id":    61,
      "title": "Notify assignee of comment update"
    }
  }
}

Notification with CCs event

A notification was sent to the requester and email CCs.

Notifications have the following keys:

Name	Type	Read-only	Comment
id	integer	yes	Automatically assigned when the event is created
type	string	yes	Has the value `NotificationWithCcs`
subject	string	yes	The subject of the message sent to the recipients
body	string	yes	The message sent to the recipients
recipients	array	yes	An array of simple objects with the ids and names of the recipients of this notification
via	Via	yes	The business rule that created the notification

Example

{
  "id":         1275,
  "type":       "NotificationWithCcs"
  "subject":    "Your ticket has been updated"
  "body":       "Ticket #235 has been updated"
  "recipients": [847390, 93905],
  "via": {
    "channel": "system",
    "source": {
      "type":  "rule",
      "id":    61,
      "title": "Notify requester and email CCs of comment update"
    }
  }
}

CC event

A cc (also known as a collaborator) was notified when the ticket was updated.

Ticket CC Events have the following keys:

Name	Type	Read-only	Comment
id	integer	yes	Automatically assigned when the event is created
type	string	yes	Has the value `Cc`
body	string	yes	The message sent to the recipients
recipients	array	yes	A array of simple objects with the ids and names of the recipients of this notification
via	Via	yes	A reference to the business rule that created this notification

Example

{
  "id":         1275,
  "type":       "Cc"
  "recipients": [93905],
  "body": "You are registered as a CC on this request ({{ticket.id}}). Reply to this email to add a comment to the request.\n\n{{ticket.comments_formatted}}",
  "via": {
    "channel": "system",
    "source": {
      "type":  "rule",
      "id":    62,
      "title": "Notify collaborator of comment update"
    }
  }
}

Follower event

A follower was notified when the ticket was updated.

Ticket Follower Notification events have the following keys:

Name	Type	Read-only	Comment
id	integer	yes	Automatically assigned when the event is created
type	string	yes	Has the value `FollowerNotificationEvent`
subject	string	yes	The subject of the message sent to the recipients
body	string	yes	The message sent to the recipients
recipients	array	yes	An array of simple objects with the ids and names of the recipients of this notification
via	Via	yes	A reference to the business rule that created this notification

Example

{
  "id":         1275,
  "type":       "FollowerNotification",
  "subject":    "Your ticket has been updated",
  "body":       "You are a Follower on this request ({{ticket.id}}). {{ticket.follower_reply_type_message}}\n\n{{ticket.comments_formatted}}"
  "recipients": [847390],
  "via": {
    "channel": "system",
    "source": {
      "type":  "rule",
      "id":    61,
      "title": "Notify follower of comment update"
    }
  }
}

Follower change event

Followers have been added or removed from the ticket.

Follower change events have the following keys:

Name	Type	Read-only	Comment
id	integer	yes	Automatically assigned when the event is created
type	string	yes	Has the value `FollowersChange`
previous_followers	array	yes	The previous followers on the ticket
current_followers	array	yes	The current followers on the ticket

Example

{
  "id":                 1274,
  "type":               "FollowerChange"
  "previous_followers": ["agent_uno@{subdomain}.com","agent_dos@{subdomain}.com"]
  "current_followers":  ["agent_uno@{subdomain}.com"]
}

Email CC change event

Email CCs have been added or removed from the ticket.

Email CC change events have the following keys:

Name	Type	Read-only	Comment
id	integer	yes	Automatically assigned when the event is created
type	string	yes	Has the value `EmailCcChange`
previous_email_ccs	array	yes	The previous email CCs on the ticket
current_email_ccs	array	yes	The current email CCs on the ticket

Example

{
  "id":                 1274,
  "type":               "EmailCcChange"
  "previous_email_ccs": ["agent_uno@{subdomain}.com","end_user@example.com"]
  "current_email_ccs":  ["end_user@example.com"]
}

Satisfaction rating event

Satisfaction rating events have the following keys:

Name	Type	Read-only	Comment
id	integer	yes	Automatically assigned when creating events
type	string	yes	Has the value `SatisfactionRating`
score	string	yes	The rating state "offered", "unoffered", "good", "bad"
assignee_id	integer	yes	Who the ticket was assigned to upon rating time
body	string	yes	The users comment posted during rating

Example

{
  "id":          1274,
  "type":        "SatisfactionRating",
  "score":       "good",
  "assignee_id": 87374,
  "body":        "Thanks, you guys are great!"
}

Ticket sharing event

Ticket sharing events have the following keys:

Name	Type	Read-only	Comment
id	integer	yes	Automatically assigned when creating events
type	string	yes	Has the value `TicketSharingEvent`
agreement_id	integer	yes	ID of the sharing agreement
action	string	yes	Either `shared` or `unshared`

Example

{
  "id":           1274,
  "type":         "TicketSharingEvent",
  "agreement_id": 3454,
  "action":       "shared"
}

Organization subscription notification event

A notification was sent to the organization subscribers when somebody in the organization submitted a ticket.

This feature was available in the Classic version of the Zendesk Support user interface. In the current version of Zendesk Support, you can use the Organization Subscriptions API to create the subscriptions.

Organization subscription notification events have the following keys:

Name	Type	Read-only	Comment
id	integer	yes	Automatically assigned when the event is created
type	string	yes	Has the value `OrganizationActivity`
subject	string	yes	The subject of the message sent to the recipients
body	string	yes	The message sent to the recipients
recipients	array	yes	An array of simple objects with the ids and names of the recipients of the notification
via	Via	yes	A reference to the trigger that created the notification

Example

{
  "id":         1275,
  "type":       "OrganizationActivity"
  "subject":    "Your ticket has been updated"
  "body":       "Ticket #235 has been updated"
  "recipients": [847390, 93905],
  "via": {
    "channel": "system",
    "source": {
      "type":  "rule",
      "id":    61,
      "title": "Notify requester of comment update"
    }
  }
}

Error event

An error occurred during the processing of the ticket.

Ticket errors have the following keys:

Name	Type	Read-only	Comment
id	integer	yes	Automatically assigned when the event is creating
type	string	yes	Has the value `Error`
message	string	yes	The error message

Example

{
  "id":      1274,
  "type":    "Error",
  "message": 453
}

Tweet event

A comment was added to the ticket from Twitter.

Tweet events have the following keys:

Name	Type	Read-only	Comment
id	integer	yes	Automatically assigned when the event is created
type	string	yes	Has the value `Tweet`
direct_message	boolean	yes	Whether this tweet was a direct message
body	string	yes	The body of the tweet
recipients	array	yes	The recipients of this tweet

Example

{
  "id":             1274,
  "type":           "Tweet",
  "direct_message": false,
  "body":           "Hi there",
  "recipients":     [847390, 93905]
}

Facebook event

A comment was posted on a Facebook Wall, or a private message was sent to a Facebook Page.

Facebook events have the following keys:

Name	Type	Read-only	Comment
id	integer	yes	Automatically assigned when the event is created
type	string	yes	Has the value `FacebookEvent`
page	hash	yes	The name and graph id of the Facebook Page associated with the event
communication	integer	yes	The Zendesk Support id of the associated communication (wall post or message)
ticket_via	string	yes	"post" or "message" depending on the association with a Wall post or a private message
body	string	yes	The value of the message posted to Facebook

Example

{
  "id":   1274,
  "type": "FacebookEvent",
  "page": {
    "name": "Zendesk",
    "graph_id": "61675732935"
  },
  "communication": 5,
  "ticket_via": "post",
  "body": "Thanks!"
}

Facebook comment event

A comment was added to a ticket from Facebook.

Facebook comments have the following keys:

Name	Type	Read-only	Comment
id	integer	yes	Automatically assigned when the event is created
type	string	yes	Has the value `FacebookComment`
data	object	yes	Properties of the Facebook comment
body	string	yes	The actual comment made by the author
html_body	string	yes	The actual comment made by the author formatted as HTML
public	boolean	yes	If this is a public comment or an internal-agents-only note
trusted	boolean	yes	If this comment is trusted or marked as being potentially fraudulent
author_id	integer	yes	The id of the author of this comment
graph_object_id	string	yes	The graph object id of the associated Facebook Wall post or message

Example

{
  "id": 1274,
  "type": "FacebookComment",
  "data": {
    "type": "status"
    "content": "asrk2d",
    "attachments": [
      {
        "id": "70713f06c93b0cba705cc10239ea3e4c",
        "mime_type": "image/png",
        "name": "transpmentor.png",
        "size": 26981
      }
    ],
    "via_zendesk": false
  },
  "public": true,
  "author_id": 1,
  "body": "Thanks for your help!",
  "html_body": "<p>Thanks for your help!</p>",
  "trusted": true,
  "graph_object_id": "152318411530606_1523184115123123",
  "attachments": []
}

External event

External ticket events have the following keys:

Name	Type	Read-only	Comment
id	integer	yes	Automatically assigned when the event is created
type	string	yes	Has the value `External`
resource	string	yes	External target id
body	string	yes	Trigger message for this target event

Example

{
  "id":       1274,
  "type":     "External",
  "resource": 135476,
  "body":     "Target this ticket {{ticket.id}}"
}

LogMeIn transcript event

LogMeIn transcript events have the following keys:

Name	Type	Read-only	Comment
id	integer	yes	Automatically assigned when creating events
type	string	yes	Has the value `LogMeInTranscript`
body	string	yes	An audit of the transcript

Example

{
  "id":   1274,
  "type": "LogMeInTranscript",
  "body": "Session ID: 1234 Technician name: Johnny User Technician email: johnny@example.com ..."
}

Push event

Push events have the following keys:

Name	Type	Read-only	Comment
id	integer	yes	Automatically assigned when the event is created
type	string	yes	Has the value `Push`
value	string	yes	Data being pushed out of our system
value_reference	string	yes	A reference to the destination of the data

Example

{
  "id":              1274,
  "type":            "Push",
  "value":           "<li><strong>Project</strong>: Internal</li><li><strong>Task</strong>: Admin...",
  "value_reference": "Harvest Time Tracking"
}

The Via Object

The via object of a ticket audit or audit event tells you how or why the audit or event was created. Via objects have the following keys:

Name	Type	Comment
channel	string	This tells you how the ticket or event was created. Examples: "web", "mobile", "rule", "system"
source	object	For some channels a source object gives more information about how or why the ticket or event was created

Example

 "via": {
   "channel": "rule",
   "source": {
     "to": { },
     "from": {
       "id": 22472716,
       "title": "Assign to first responder"
     },
     "rel": "trigger"
   }
 }

The source attribute gives more information about the source of the ticket. It consists of from, to, and rel attributes. Examples:

source	from	to	rel
an email	address, name, original_recipients	address, name	null
"Submit a request" on website			null
Zendesk widget			zendesk_widget
Feedback tab			feedback_tab
Zendesk mobile agent apps			mobile
API - ticket sharing			api
API - ticket endpoints			null
API - follow-up ticket	ticket_id, subject		follow_up
Business rule (trigger)	id, title, deleted, revision_id (Enterprise)		trigger
Business rule (automation)	id, title, deleted		automation
a forum topic	topic_id, topic_name		null
a Twitter message or mention	profile_url, username, name	profile_url, username, name	direct_message
a chat			null
a call	phone, formatted_phone, name	phone, formatted_phone, name	voicemail, inbound, or outbound
a Facebook post or message	name, profile_url, facebook_id	name, profile_url, facebook_id	post or message
system - ticket merged	ticket_id, subject		merge
system - ticket follow-up	ticket_id, subject		follow_up
system - problem ticket solved	ticket_id, subject		problem
AnyChannel	service_info, supports_channelback, supports_clickthrough, registered_integration_service_name