Support API

Triggers

A trigger consists of one or more actions performed when a ticket is created or updated. The actions are performed only if certain conditions are met. For example, a trigger can notify the customer when an agent changes the status of a ticket to Solved.

Triggers also may depend on one or more conditions being met.

For more information on conditions and actions, see the following Help Center articles:

All your triggers are checked from first to last each time a ticket is created or updated. The order of triggers is important because the actions of one trigger may affect another trigger. New triggers are added in last place by default.

For more information, see Streamlining workflow with ticket updates and triggers.

JSON Format

Triggers are represented as JSON objects with the following properties:

Name Type Read-only Mandatory Description
actions array false true An array of actions describing what the trigger will do. See Actions reference
active boolean false false Whether the trigger is active
category_id string false false The ID of the category the trigger belongs to
conditions object false true An object that describes the conditions under which the trigger will execute. See Conditions reference
created_at string true false The time the trigger was created
description string false false The description of the trigger
id integer true false Automatically assigned when created
position integer false false Position of the trigger, determines the order they will execute in
raw_title string false false The raw format of the title of the trigger
title string false true The title of the trigger
updated_at string true false The time of the last update of the trigger
url string true false The url of the trigger
Example
 
{
  "actions": [
    {}
  ],
  "active": true,
  "category_id": "10026",
  "conditions": {},
  "created_at": "2012-09-25T22:50:26Z",
  "description": "Close and save a ticket",
  "id": 25,
  "position": 8,
  "raw_title": "Close and Save",
  "title": "Close and Save",
  "updated_at": "2012-09-25T22:50:26Z",
  "url": "http://{subdomain}.zendesk.com/api/v2/triggers/25.json"
}

List Triggers
  • GET /api/v2/triggers

Lists all triggers for the current account

Allowed For
  • Agents
Sideloads

The following sideloads are supported. The usage sideloads are only supported on the Support Professional or Suite Growth plan or above.

Name Will sideload
app_installation The app installation that requires each trigger, if present
permissions The permissions for each trigger
usage_1h The number of times each trigger has been used in the past hour
usage_24h The number of times each trigger has been used in the past day
usage_7d The number of times each trigger has been used in the past week
usage_30d The number of times each trigger has been used in the past thirty days
Parameters
Name Type In Required Description
active boolean Query false Active triggers if true. Inactive triggers if false
category_id string Query false Filter triggers belonging to the specified category ID
sort_by string Query false Possible values are "alphabetical", "created_at", "updated_at", "usage_1h", "usage_24h", or "usage_7d". Defaults to "position"
sort_order string Query false One of "asc" or "desc". Defaults to "asc" for alphabetical and position sort, "desc" for all others
Using curl
 
curl https://{subdomain}.zendesk.com/api/v2/triggers.json \
  -v -u {email}:{password}
Example Response
 
Status 200 OK

{
  "count": 2,
  "next_page": null,
  "previous_page": null,
  "triggers": [
    {
      "actions": [],
      "active": true,
      "conditions": {},
      "created_at": "2012-09-25T22:50:26Z",
      "description": "Close and save a ticket",
      "id": 25,
      "position": 8,
      "raw_title": "Close and Save",
      "title": "Close and Save",
      "updated_at": "2012-09-25T22:50:26Z",
      "url": "http://{subdomain}.zendesk.com/api/v2/triggers/25.json"
    },
    {
      "actions": [],
      "active": false,
      "conditions": {
        "all": [
          {
            "field": "status",
            "operator": "less_than",
            "value": "solved"
          },
          {
            "field": "assignee_id",
            "operator": "is",
            "value": "296220096"
          }
        ],
        "any": [
          {
            "field": "status",
            "operator": "less_than",
            "value": "solved"
          }
        ]
      },
      "created_at": "2012-09-25T22:50:26Z",
      "description": "Assign a ticket with a priority tag",
      "id": 26,
      "position": 9,
      "raw_title": "{{dc.assign_priority_tag}}",
      "title": "Assign priority tag",
      "updated_at": "2012-09-25T22:50:26Z",
      "url": "http://{subdomain}.zendesk.com/api/v2/triggers/26.json"
    }
  ]
}

Create Trigger
  • POST /api/v2/triggers
Allowed For
  • Agents
Example Body
 
{
  "trigger": {
    "actions": [
      {
        "field": "group_id",
        "value": "20455932"
      }
    ],
    "category_id": "10026",
    "conditions": {
      "all": [
        {
          "field": "status",
          "operator": "is",
          "value": "open"
        },
        {
          "field": "priority",
          "operator": "less_than",
          "value": "high"
        }
      ]
    },
    "title": "Roger Wilco"
  }
}
Using curl
 
curl -u {email}:{password} https://{subdomain}.zendesk.com/api/v2/triggers.json \
  -H "Content-Type: application/json" -X POST -d \
  '{"trigger": {"title": "Roger Wilco", "conditions": {"all": [{ "field": "status", \
  "operator": "is", "value": "open" }, { "field": "priority", \
  "operator": "less_than", "value": "high" }]}, \
  "actions": [{ "field": "group_id", "value": "20455932" }],
  "category_id": "10026"}}'
Example Response
 
Status 201 Created

{
  "trigger": {
    "actions": [],
    "active": true,
    "category_id": "10026",
    "conditions": {},
    "created_at": "2012-09-25T22:50:26Z",
    "description": "Close and save a ticket",
    "id": 25,
    "position": 8,
    "raw_title": "Close and Save",
    "title": "Close and Save",
    "updated_at": "2012-09-25T22:50:26Z",
    "url": "http://{subdomain}.zendesk.com/api/v2/triggers/25.json"
  }
}

List Active Triggers
  • GET /api/v2/triggers/active

Lists all active triggers

Allowed For
  • Agents
Sideloads

The following sideloads are supported:

Name Will sideload
app_installation The app installation that requires each trigger, if present
permissions The permissions for each trigger
usage_1h The number of times each trigger has been used in the past hour
usage_24h The number of times each trigger has been used in the past day
usage_7d The number of times each trigger has been used in the past week
usage_30d The number of times each trigger has been used in the past thirty days
Parameters
Name Type In Required Description
category_id string Query false Filter triggers belonging to the specified category ID
sort_by string Query false Possible values are "alphabetical", "created_at", "updated_at", "usage_1h", "usage_24h", or "usage_7d". Defaults to "position"
sort_order string Query false One of "asc" or "desc". Defaults to "asc" for alphabetical and position sort, "desc" for all others
Using curl
 
curl https://{subdomain}.zendesk.com/api/v2/triggers/active.json \
  -v -u {email}:{password}
Example Response
 
Status 200 OK

{
  "count": 2,
  "next_page": null,
  "previous_page": null,
  "triggers": [
    {
      "actions": [],
      "active": true,
      "conditions": {},
      "created_at": "2012-09-25T22:50:26Z",
      "description": "Close and save a ticket",
      "id": 25,
      "position": 8,
      "raw_title": "Close and Save",
      "title": "Close and Save",
      "updated_at": "2012-09-25T22:50:26Z",
      "url": "http://{subdomain}.zendesk.com/api/v2/triggers/25.json"
    },
    {
      "actions": [],
      "active": true,
      "conditions": {
        "all": [
          {
            "field": "status",
            "operator": "less_than",
            "value": "solved"
          },
          {
            "field": "assignee_id",
            "operator": "is",
            "value": "296220096"
          }
        ],
        "any": [
          {
            "field": "status",
            "operator": "less_than",
            "value": "solved"
          }
        ]
      },
      "created_at": "2012-09-25T22:50:26Z",
      "description": "Assign a ticket with a priority tag",
      "id": 26,
      "position": 9,
      "raw_title": "{{dc.assign_priority_tag}}",
      "title": "Assign priority tag",
      "updated_at": "2012-09-25T22:50:26Z",
      "url": "http://{subdomain}.zendesk.com/api/v2/triggers/26.json"
    }
  ]
}

List Trigger Action and Condition Definitions
  • GET /api/v2/triggers/definitions

Returns the definitions of the actions a trigger can perform and the definitions of the conditions under which a trigger can execute. The definition of the action includes a title ("Status"), a type ("list"), and possible values. The definition of the condition includes the same fields as well as the possible operators.

For a list of supported actions, see the Actions reference. For a list of supported conditions, see the Conditions reference

Allowed For
  • Agents
Using curl
 
curl https://{subdomain}.zendesk.com/api/v2/triggers/definitions.json \
  -v -u {email}:{password}
Example Response
 
Status 200 OK

{
  "definitions": {
    "actions": [
      {
        "group": "ticket",
        "nullable": false,
        "repeatable": false,
        "subject": "status",
        "title": "Status",
        "type": "list",
        "values": [
          {
            "enabled": true,
            "title": "Open",
            "value": "open"
          },
          {
            "enabled": true,
            "title": "Pending",
            "value": "pending"
          },
          {
            "enabled": true,
            "title": "Solved",
            "value": "solved"
          },
          {
            "enabled": true,
            "title": "Closed",
            "value": "closed"
          }
        ]
      }
    ],
    "conditions_all": [
      {
        "group": "ticket",
        "nullable": false,
        "operators": [
          {
            "terminal": false,
            "title": "Is",
            "value": "is"
          },
          {
            "terminal": false,
            "title": "Is not",
            "value": "is_not"
          },
          {
            "terminal": false,
            "title": "Less than",
            "value": "less_than"
          },
          {
            "terminal": false,
            "title": "Greater than",
            "value": "greater_than"
          },
          {
            "terminal": true,
            "title": "Changed",
            "value": "changed"
          },
          {
            "terminal": false,
            "title": "Changed to",
            "value": "value"
          },
          {
            "terminal": false,
            "title": "Changed from",
            "value": "value_previous"
          },
          {
            "terminal": true,
            "title": "Not changed",
            "value": "not_changed"
          },
          {
            "terminal": false,
            "title": "Not changed to",
            "value": "not_value"
          },
          {
            "terminal": false,
            "title": "Not changed from",
            "value": "not_value_previous"
          }
        ],
        "repeatable": false,
        "subject": "status",
        "title": "Status",
        "type": "list",
        "values": [
          {
            "enabled": true,
            "title": "New",
            "value": "new"
          },
          {
            "enabled": true,
            "title": "Open",
            "value": "open"
          },
          {
            "enabled": true,
            "title": "Pending",
            "value": "pending"
          },
          {
            "enabled": true,
            "title": "Solved",
            "value": "solved"
          },
          {
            "enabled": true,
            "title": "Closed",
            "value": "closed"
          }
        ]
      }
    ],
    "conditions_any": [
      {
        "group": "ticket",
        "nullable": true,
        "operators": [
          {
            "terminal": true,
            "title": "Present",
            "value": "present"
          },
          {
            "terminal": true,
            "title": "Not present",
            "value": "not_present"
          }
        ],
        "repeatable": false,
        "subject": "custom_fields_20513432",
        "title": "Happy Gilmore",
        "type": "list"
      },
      {
        "group": "ticket",
        "nullable": true,
        "operators": [
          {
            "terminal": true,
            "title": "Present",
            "value": "present"
          },
          {
            "terminal": true,
            "title": "Not present",
            "value": "not_present"
          }
        ],
        "repeatable": false,
        "subject": "custom_fields_86492341",
        "title": "total_time_field",
        "type": "list"
      }
    ]
  }
}

Bulk Delete Triggers
  • DELETE /api/v2/triggers/destroy_many?ids={ids}

Deletes the triggers corresponding to the provided comma-separated list of IDs.

Allowed For
  • Agents
Request Parameters

The DELETE request takes one parameter, an ids object that lists the triggers to delete.

Name Description
ids The IDs of the triggers to delete
Example request
 
{
  "ids": "25,23,27,22"
}
Parameters
Name Type In Required Description
ids string Query true A comma separated list of trigger IDs
Using curl
 
curl https://{subdomain}.zendesk.com/api/v2/triggers/destroy_many.json?ids=1,2,3 \
  -v -u {email}:{password} -X DELETE
Example Response
 
Status 204 No Content

Reorder Triggers
  • PUT /api/v2/triggers/reorder

Alters the firing order of triggers in the account. See Reordering and sorting triggers in the Zendesk Help Center. The firing order is set in a trigger_ids array in the request body.

You must include every trigger id in your account to reorder the triggers. If not, the endpoint will return 404 Forbidden.

Allowed For
  • Agents
Using curl
 
curl https://{subdomain}.zendesk.com/api/v2/triggers/reorder.json \
  -d '{"trigger_ids": [324376, 564937, 164318]}' \
  -H "Content-Type: application/json" -X PUT \
  -v -u {email}:{password}
Example Response
 
Status 200 OK

{
  "trigger": {
    "actions": [],
    "active": true,
    "category_id": "10026",
    "conditions": {},
    "created_at": "2012-09-25T22:50:26Z",
    "description": "Close and save a ticket",
    "id": 25,
    "position": 8,
    "raw_title": "Close and Save",
    "title": "Close and Save",
    "updated_at": "2012-09-25T22:50:26Z",
    "url": "http://{subdomain}.zendesk.com/api/v2/triggers/25.json"
  }
}

Search Triggers
  • GET /api/v2/triggers/search?query={query}
Allowed For
  • Agents
Sideloads

The following sideloads are supported:

Name Will sideload
app_installation The app installation that requires each trigger, if present
permissions The permissions for each trigger
usage_1h The number of times each trigger has been used in the past hour
usage_24h The number of times each trigger has been used in the past day
usage_7d The number of times each trigger has been used in the past week
usage_30d The number of times each trigger has been used in the past thirty days
Parameters
Name Type In Required Description
active boolean Query false Filter by only active triggers if true, inactive triggers if false
query string Query true Query string used to find all triggers with matching title
sort_by string Query false Possible values are "alphabetical", "created_at", "updated_at", "usage_1h", "usage_24h", or "usage_7d". Defaults to "position"
sort_order string Query false One of "asc" or "desc". Defaults to "asc" for alphabetical and position sort, "desc" for all others
Using curl
 
curl https://{subdomain}.zendesk.com/api/v2/triggers/search.json?query=close \
  -v -u {email}:{password}
Example Response
 
Status 200 OK

{
  "count": 2,
  "next_page": null,
  "previous_page": null,
  "triggers": [
    {
      "actions": [],
      "active": true,
      "conditions": {
        "all": [
          {
            "field": "status",
            "operator": "less_than",
            "value": "solved"
          },
          {
            "field": "assignee_id",
            "operator": "is",
            "value": "296220096"
          }
        ],
        "any": [
          {
            "field": "status",
            "operator": "less_than",
            "value": "solved"
          }
        ]
      },
      "created_at": "2012-09-25T22:50:26Z",
      "description": "Close and save a ticket",
      "id": 25,
      "position": 9,
      "raw_title": "Close and Save",
      "title": "Close and Save",
      "updated_at": "2012-09-25T22:50:26Z"
    },
    {
      "actions": [],
      "active": true,
      "conditions": {},
      "created_at": "2012-09-25T22:50:26Z",
      "id": 28,
      "position": 9,
      "raw_title": "{{dc.close_and_redirect}}",
      "title": "Close and redirect to topics",
      "updated_at": "2012-09-25T22:50:26Z"
    }
  ]
}

Update Many Triggers
  • PUT /api/v2/triggers/update_many

Updates the position or the active status of multiple triggers. Any additional properties are ignored.

Allowed For
  • Agents
Request Parameters

The PUT request expects a triggers object that lists the triggers to update.

Each trigger may have the following properties:

Name Mandatory Description
id yes The ID of the trigger to update
position no The new position of the trigger
active no The active status of the trigger (true or false)
category_id no The ID of the new category the trigger is to be moved to
Example Request
 
{
  "triggers": [
    {"id": 25, "position": 3},
    {"id": 23, "position": 5},
    {"id": 27, "position": 9},
    {"id": 22, "position": 7}
  ]
}
Example Body
 
{
  "triggers": [
    {
      "id": 25,
      "position": 5
    },
    {
      "active": false,
      "id": 26
    },
    {
      "category_id": "10027",
      "id": 27
    }
  ]
}
Using curl
 
curl https://{subdomain}.zendesk.com/api/v2/triggers/update_many.json \
  -v -u {email}:{password} -H "Content-Type: application/json" \
  -X PUT -d '{"triggers": [{"id": 26, "position": 8}, {"id": 25, "position": 15}]}'
Example Response
 
Status 200 OK

{
  "count": 2,
  "next_page": null,
  "previous_page": null,
  "triggers": [
    {
      "actions": [],
      "active": true,
      "conditions": {},
      "created_at": "2012-09-25T22:50:26Z",
      "description": "Close and save a ticket",
      "id": 25,
      "position": 8,
      "raw_title": "Close and Save",
      "title": "Close and Save",
      "updated_at": "2012-09-25T22:50:26Z",
      "url": "http://{subdomain}.zendesk.com/api/v2/triggers/25.json"
    },
    {
      "actions": [],
      "active": false,
      "conditions": {
        "all": [
          {
            "field": "status",
            "operator": "less_than",
            "value": "solved"
          },
          {
            "field": "assignee_id",
            "operator": "is",
            "value": "296220096"
          }
        ],
        "any": [
          {
            "field": "status",
            "operator": "less_than",
            "value": "solved"
          }
        ]
      },
      "created_at": "2012-09-25T22:50:26Z",
      "description": "Assign a ticket with a priority tag",
      "id": 26,
      "position": 9,
      "raw_title": "{{dc.assign_priority_tag}}",
      "title": "Assign priority tag",
      "updated_at": "2012-09-25T22:50:26Z",
      "url": "http://{subdomain}.zendesk.com/api/v2/triggers/26.json"
    }
  ]
}

Show Trigger
  • GET /api/v2/triggers/{trigger_id}
Allowed For
  • Agents

The Via Type value is a number instead of a text string. See Via Types for the keys.

Parameters
Name Type In Required Description
trigger_id integer Path true The ID of the trigger
Using curl
 
curl https://{subdomain}.zendesk.com/api/v2/triggers/{trigger_id}.json \
  -v -u {email}:{password}
Example Response
 
Status 200 OK

{
  "trigger": {
    "actions": [],
    "active": true,
    "category_id": "10026",
    "conditions": {},
    "created_at": "2012-09-25T22:50:26Z",
    "description": "Close and save a ticket",
    "id": 25,
    "position": 8,
    "raw_title": "Close and Save",
    "title": "Close and Save",
    "updated_at": "2012-09-25T22:50:26Z",
    "url": "http://{subdomain}.zendesk.com/api/v2/triggers/25.json"
  }
}

Update Trigger
  • PUT /api/v2/triggers/{trigger_id}
Allowed For
  • Agents
Note

Updating a condition or action updates both the conditions and actions arrays, clearing all existing values of both arrays. Include all your conditions and actions when updating any condition or action.

Parameters
Name Type In Required Description
trigger_id integer Path true The ID of the trigger
Example Body
 
{
  "trigger": {
    "actions": [
      {
        "field": "group_id",
        "value": "20455932"
      }
    ],
    "category_id": "10026",
    "conditions": {
      "all": [
        {
          "field": "status",
          "operator": "is",
          "value": "open"
        },
        {
          "field": "priority",
          "operator": "less_than",
          "value": "high"
        }
      ]
    },
    "title": "Roger Wilco"
  }
}
Using curl
 
curl -v -u {email}:{password} https://{subdomain}.zendesk.com/api/v2/triggers/{trigger_id}.json \
  -H "Content-Type: application/json" -X PUT -d '{"trigger": {"title": "Roger Wilco II", "category_id": "10026"}}'
Example Response
 
Status 200 OK

{
  "trigger": {
    "actions": [],
    "active": true,
    "category_id": "10026",
    "conditions": {},
    "created_at": "2012-09-25T22:50:26Z",
    "description": "Close and save a ticket",
    "id": 25,
    "position": 8,
    "raw_title": "Close and Save",
    "title": "Close and Save",
    "updated_at": "2012-09-25T22:50:26Z",
    "url": "http://{subdomain}.zendesk.com/api/v2/triggers/25.json"
  }
}

Delete Trigger
  • DELETE /api/v2/triggers/{trigger_id}
Allowed For
  • Agents
Parameters
Name Type In Required Description
trigger_id integer Path true The ID of the trigger
Using curl
 
curl -v -u {email}:{password} https://{subdomain}.zendesk.com/api/v2/triggers/{trigger_id}.json \
  -H "Content-Type: application/json" -X DELETE
Example Response
 
Status 204 No Content

List Trigger Revisions
  • GET /api/v2/triggers/{trigger_id}/revisions

List the revisions associated with a trigger.

Allowed For
  • Agents
Sideloads

The following sideloads are supported:

Name Will sideload
users The user that authored each revision
Pagination

This endpoint uses cursor-based pagination. The records are ordered in descending order by the created_at timestamp, then by id on duplicate created_at 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 properties are null if no more records are available.

You can request a maximum of 1000 records using the limit parameter. If no limit parameter is supplied, it will default to 1,000.

Parameters
Name Type In Required Description
trigger_id integer Path true The ID of the trigger
Using curl
 
curl https://{subdomain}.zendesk.com/api/v2/triggers/{trigger_id}/revisions.json?limit=20 \
  -v -u {email}:{password}
Example Response
 
Status 200 OK

{
  "after_cursor": "MTUwMTYwNzUyMi4wfHwxMzQ3NTMxNjcxfA==",
  "after_url": "https://{subdomain}.zendesk.com/api/v2/triggers/{trigger_id}/revisions.json?cursor=MTUwMTYwNzUyMi4wfHwxMzQ3NTMxNjcxfA%3D%3D\u0026limit=20",
  "before_cursor": "fDE1MDE1NzUxMjIuMHx8MTM0NzM0MzAxMQ==",
  "before_url": "https://{subdomain}.zendesk.com/api/v2/triggers/{trigger_id}/revisions.json?cursor=fDE1MDE1NzUxMjIuMHx8MTM0NzM0MzAxMQ%3D%3D\u0026limit=20",
  "count": 1,
  "trigger_revisions": [
    {
      "author_id": 2,
      "created_at": "2016-08-15T16:04:06Z",
      "diff": {
        "actions": [],
        "active": [],
        "conditions": {},
        "description": [],
        "source_id": 1,
        "target_id": 2,
        "title": []
      },
      "id": 100,
      "snapshot": {
        "actions": [
          {
            "field": "notification_target",
            "value": [
              "510312",
              "{}"
            ]
          }
        ],
        "active": true,
        "conditions": {
          "all": [],
          "any": [
            {
              "field": "current_tags",
              "operator": "includes",
              "value": "fire_bulk_1"
            }
          ]
        },
        "description": "Notifies requester that a comment was updated",
        "title": "Notify requester of comment update"
      },
      "url": "https://{subdomain}.zendesk.com/api/v2/trigger/123/revisions/100.json"
    }
  ]
}

Show Trigger Revision
  • GET /api/v2/triggers/{trigger_id}/revisions/{trigger_revision_id}

Fetches a revision associated with a trigger.

Allowed For
  • Agents
Sideloads

The following sideloads are supported:

Name Will sideload
users The user that authored each revision
Parameters
Name Type In Required Description
trigger_id integer Path true The ID of the trigger
trigger_revision_id integer Path false The ID of the revision for a particular trigger
Using curl
 
curl https://{subdomain}.zendesk.com/api/v2/triggers/{trigger_id}/revisions/{trigger_revision_id}.json \
  -v -u {email}:{password}
Example Response
 
Status 200 OK

{
  "trigger_revision": {
    "author_id": 3343,
    "created_at": "2020-05-28T06:41:43Z",
    "id": 1,
    "snapshot": {
      "actions": [
        {
          "field": "notification_target",
          "value": [
            "510312",
            "{}"
          ]
        }
      ],
      "active": true,
      "conditions": {
        "all": [],
        "any": [
          {
            "field": "current_tags",
            "operator": "includes",
            "value": "fire_bulk_1"
          }
        ]
      },
      "description": null,
      "title": "bulk_test_trigger_1"
    },
    "url": "https://example.zendesk.com/api/v2/triggers/261303831/revisions/1.json"
  }
}