Ticket Skips

A skip is a record of when an agent skips over a ticket without responding to the end user. Skips are typically recorded while a play-only agent is in Guided mode.

JSON format

Ticket Skips are represented as JSON objects with the following properties:

Name	Type	Read-only	Mandatory	Description
created_at	string	true	false	Time the skip was created
id	integer	true	false	Automatically assigned upon creation
reason	string	true	false	Reason for skipping the ticket
ticket	object	false	false	The skipped ticket. See the Ticket object reference
ticket_id	integer	true	false	ID of the skipped ticket
updated_at	string	true	false	Time the skip was last updated
user_id	integer	true	false	ID of the skipping agent

Example

{
  "created_at": "2015-09-30T21:44:03Z",
  "id": 1,
  "reason": "I have no idea.",
  "ticket": {
    "assignee_id": 235323,
    "collaborator_ids": [
      35334,
      234
    ],
    "created_at": "2009-07-20T22:55:29Z",
    "custom_fields": [
      {
        "id": 27642,
        "value": "745"
      },
      {
        "id": 27648,
        "value": "yes"
      }
    ],
    "description": "The fire is very colorful.",
    "due_at": null,
    "external_id": "ahg35h3jh",
    "follower_ids": [
      35334,
      234
    ],
    "from_messaging_channel": false,
    "generated_timestamp": 1304553600,
    "group_id": 98738,
    "has_incidents": false,
    "id": 123,
    "organization_id": 509974,
    "priority": "high",
    "problem_id": 9873764,
    "raw_subject": "{{dc.printer_on_fire}}",
    "recipient": "[email protected]",
    "requester_id": 20978392,
    "satisfaction_rating": {
      "comment": "Great support!",
      "id": 1234,
      "score": "good"
    },
    "sharing_agreement_ids": [
      84432
    ],
    "status": "open",
    "subject": "Help, my printer is on fire!",
    "submitter_id": 76872,
    "tags": [
      "enterprise",
      "other_tag"
    ],
    "type": "incident",
    "updated_at": "2011-05-05T10:38:52Z",
    "url": "https://company.zendesk.com/api/v2/tickets/35436.json",
    "via": {
      "channel": "web"
    }
  },
  "ticket_id": 123,
  "updated_at": "2015-09-30T21:44:03Z",
  "user_id": 456
}

List Ticket Skips

• GET /api/v2/users/{user_id}/skips
• GET /api/v2/tickets/{ticket_id}/skips.json
• GET /api/v2/skips.json

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

Pagination

• Cursor pagination (recommended)
• Offset pagination

See Pagination.

Returns a maximum of 100 records per page.

Allowed For

• Agents with "View only" or higher reports permissions in Support. These permissions are distinct from Explore permissions.
• Agents retrieving their own skips

Parameters

Name	Type	In	Required	Description
sort_order	string	Query	false	Sort order. Defaults to "asc". Allowed values are "asc", or "desc".
ticket_id	integer	Path	true	The ID of the ticket
user_id	integer	Path	true	User ID of an agent

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/skips.json \
  -v -u {email_address}/token:{api_token}

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://example.zendesk.com/api/v2/users/35436/skips?sort_order="
	method := "GET"
	req, err := http.NewRequest(method, url, nil)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://example.zendesk.com/api/v2/users/35436/skips")
		.newBuilder()
		.addQueryParameter("sort_order", "");
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("GET", null)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'GET',
  url: 'https://example.zendesk.com/api/v2/users/35436/skips',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
  },
  params: {
    'sort_order': '',
  },
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests
from requests.auth import HTTPBasicAuth

url = "https://example.zendesk.com/api/v2/users/35436/skips?sort_order="
headers = {
	"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)

response = requests.request(
	"GET",
	url,
	auth=auth,
	headers=headers
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://example.zendesk.com/api/v2/users/35436/skips")
uri.query = URI.encode_www_form("sort_order": "")
request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

200 OK

// Status 200 OK

{
  "skips": [
    {
      "created_at": "2015-09-30T21:44:03Z",
      "id": 1,
      "reason": "I have no idea.",
      "ticket": {
        "assignee_id": 235323,
        "collaborator_ids": [
          35334,
          234
        ],
        "created_at": "2009-07-20T22:55:29Z",
        "custom_fields": [
          {
            "id": 27642,
            "value": "745"
          },
          {
            "id": 27648,
            "value": "yes"
          }
        ],
        "description": "The fire is very colorful.",
        "due_at": null,
        "external_id": "ahg35h3jh",
        "follower_ids": [
          35334,
          234
        ],
        "from_messaging_channel": false,
        "generated_timestamp": 1304553600,
        "group_id": 98738,
        "has_incidents": false,
        "id": 123,
        "organization_id": 509974,
        "priority": "high",
        "problem_id": 9873764,
        "raw_subject": "{{dc.printer_on_fire}}",
        "recipient": "[email protected]",
        "requester_id": 20978392,
        "satisfaction_rating": {
          "comment": "Great support!",
          "id": 1234,
          "score": "good"
        },
        "sharing_agreement_ids": [
          84432
        ],
        "status": "open",
        "subject": "Help, my printer is on fire!",
        "submitter_id": 76872,
        "tags": [
          "enterprise",
          "other_tag"
        ],
        "type": "incident",
        "updated_at": "2011-05-05T10:38:52Z",
        "url": "https://company.zendesk.com/api/v2/tickets/35436.json",
        "via": {
          "channel": "web"
        }
      },
      "ticket_id": 123,
      "updated_at": "2015-09-30T21:44:03Z",
      "user_id": 456
    },
    {
      "created_at": "2015-10-01T21:44:03Z",
      "id": 2,
      "reason": "I am lost.",
      "ticket": {
        "assignee_id": 235323,
        "collaborator_ids": [
          35334,
          234
        ],
        "created_at": "2009-07-20T22:55:29Z",
        "custom_fields": [
          {
            "id": 27642,
            "value": "745"
          },
          {
            "id": 27648,
            "value": "yes"
          }
        ],
        "description": "The fire is very colorful.",
        "due_at": null,
        "external_id": "ahg35h3jh",
        "follower_ids": [
          35334,
          234
        ],
        "from_messaging_channel": false,
        "generated_timestamp": 1304553600,
        "group_id": 98738,
        "has_incidents": false,
        "id": 321,
        "organization_id": 509974,
        "priority": "high",
        "problem_id": 9873764,
        "raw_subject": "{{dc.printer_on_fire}}",
        "recipient": "[email protected]",
        "requester_id": 20978392,
        "satisfaction_rating": {
          "comment": "Great support!",
          "id": 1234,
          "score": "good"
        },
        "sharing_agreement_ids": [
          84432
        ],
        "status": "open",
        "subject": "Help, my printer is on fire!",
        "submitter_id": 76872,
        "tags": [
          "enterprise",
          "other_tag"
        ],
        "type": "incident",
        "updated_at": "2011-05-05T10:38:52Z",
        "url": "https://company.zendesk.com/api/v2/tickets/35436.json",
        "via": {
          "channel": "web"
        }
      },
      "ticket_id": 321,
      "updated_at": "2015-10-01T21:44:03Z",
      "user_id": 654
    }
  ]
}

Record a New Skip for the Current User

• POST /api/v2/skips

Record a new ticket skip for the current user.

Allowed For

• Agents

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/skips.json \
-v -u {email_address}/token:{api_token} \
-H "Content-Type: application/json" -X POST \
-d '{"skip": {"ticket_id": 123, "reason": "I have no idea."}}'

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://example.zendesk.com/api/v2/skips"
	method := "POST"
	req, err := http.NewRequest(method, url, nil)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://example.zendesk.com/api/v2/skips")
		.newBuilder();
RequestBody body = RequestBody.create(MediaType.parse("application/json"),
		"""
""");
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("POST", body)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'POST',
  url: 'https://example.zendesk.com/api/v2/skips',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
  },
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests
from requests.auth import HTTPBasicAuth

url = "https://example.zendesk.com/api/v2/skips"
headers = {
	"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)

response = requests.request(
	"POST",
	url,
	auth=auth,
	headers=headers
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://example.zendesk.com/api/v2/skips")
request = Net::HTTP::Post.new(uri, "Content-Type": "application/json")
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

201 Created

// Status 201 Created

{
  "skip": {
    "created_at": "2015-09-30T21:44:03Z",
    "id": 1,
    "reason": "I have no idea.",
    "ticket": {
      "assignee_id": 235323,
      "collaborator_ids": [
        35334,
        234
      ],
      "created_at": "2009-07-20T22:55:29Z",
      "custom_fields": [
        {
          "id": 27642,
          "value": "745"
        },
        {
          "id": 27648,
          "value": "yes"
        }
      ],
      "description": "The fire is very colorful.",
      "due_at": null,
      "external_id": "ahg35h3jh",
      "follower_ids": [
        35334,
        234
      ],
      "from_messaging_channel": false,
      "generated_timestamp": 1443575048,
      "group_id": 98738,
      "has_incidents": false,
      "id": 123,
      "organization_id": 509974,
      "priority": "high",
      "problem_id": 9873764,
      "raw_subject": "{{dc.printer_on_fire}}",
      "recipient": "[email protected]",
      "requester_id": 20978392,
      "satisfaction_rating": {
        "comment": "Great support!",
        "id": 1234,
        "score": "good"
      },
      "sharing_agreement_ids": [
        84432
      ],
      "status": "open",
      "subject": "Help, my printer is on fire!",
      "submitter_id": 76872,
      "tags": [
        "enterprise",
        "other_tag"
      ],
      "type": "incident",
      "updated_at": "2011-05-05T10:38:52Z",
      "url": "https://company.zendesk.com/api/v2/tickets/35436.json",
      "via": {
        "channel": "web"
      }
    },
    "ticket_id": 123,
    "updated_at": "2015-09-30T21:44:03Z",
    "user_id": 456
  }
}