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Zendesk EventBridge EAP - ticket event schema examples

Zendesk EventBridge EAP - ticket event schema examples

Zendesk ticket events are received in Amazon EventBridge in JSON format. The "detail" object shown in the following examples contain the ticket event information.

Event schema changes

16 January 2020

Added two new event types relating to CCs & Followers on tickets:

  • Email CCs Changed
  • Followers Changed

Added two new event types relating to ticket attachments:

  • Attachment Linked to Comment
  • Attachment Redacted from Comment

22 November 2019

Added new event type "Custom Field Changed". The event includes a "custom_field" object with three parameters:

  • Id: the Zendesk ID of the custom field
  • Raw_title: the name of the custom field
  • Field_type: the data type of the field (date, text, integer, multi-select, etc)

10 October 2019

Added three new fields to the "ticket" object in a ticket event:

  • Type: The ticket category. A valid value can be "null", "question, "incident", "problem", or "task"
  • Priority: Ticket priority. A valid value can be "null", "low", "normal", "high", or "urgent"
  • Organization ID: The ID of the organization listed on the ticket

5 September 2019

Added a "sequence" object to a ticket event's "meta" object which includes the following keys:

  • "id": Used to identify events which form part of a larger transaction

  • "position": Used to identify the order of this event within a transaction

  • "total": The number of related events in the transaction

  • "sequence":

    {
         "id": "7A7D2EF51068379C8BDF0F98FD373B18",
         "position": 4,
         "total": 9
    }
    

We have noted a bug where Ticket Marked as Spam events are not being emitted. This will be rectified as soon as possible.

Ticket event schema

The following ticket event schema examples include:

Agent Assignment Changed

The following example shows an event when a ticket is reassigned to another agent in Support.

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Attachment Linked to Comment

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Attachment Redacted from Comment

{
  "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
        }
      },
      "type": "Attachment Redacted from Comment",
      "attachmentId": 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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Brand Changed

The following example shows an event when the ticket brand is changed.

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Comment Created

The following example shows an event when a comment is created for a ticket.

{
  "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
        }
      },
      "type": "Comment Created",
      "comment": {
        "id": 56767,
        "body": "new comment",
        "is_public": 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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Comment Made Private

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Comment Redacted

The following example shows an event when comment in a ticket is redacted.

{
  "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
        }
      },
      "type": "Comment Redacted",
      "comment": {
        "id": 56767,
        "body": "▇▇▇▇",
        "is_public": 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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Custom Field Changed

Custom Fields are additional ticket fields created in your Zendesk account. Zendesk supports a range of custom field types such as text, numbers, and dates. We have provided an example event schema for each possible type of custom field below. For more information about custom fields, see About custom field types.

Custom Field Changed - Checkbox

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Custom Field Changed - Credit Card

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Custom Field Changed - Date

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Custom Field Changed - Decimal

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Custom Field Changed - Integer

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Custom Field Changed - Multiselect

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise",
          "east",
          "west"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Custom Field Changed - Regex

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Custom Field Changed - Tagger

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise",
          "choice_2"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Custom Field Changed - Text

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Custom Field Changed - Text Area

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Description Changed

The following example shows an event when description in a ticket is changed.

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

External ID Changed

The following example shows an event when the external ticket ID is changed.

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }

Email CCs Changed

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Followers Changed

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Group Assignment Changed

The following example shows an event when a Support ticket is reassigned to another group of agents.

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Organization Changed

The following example shows an event when the organization ID in the ticket is changed.

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Priority Changed

The following example shows an event when the ticket priority is changed. The "previous" and "current" event fields will be "null", or have a string value of "low", "normal", "high", or "urgent".

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Problem Link Changed

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Requester Changed

The following example shows an event when the ticket requester is changed.

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Status Changed

The following example shows an event when the status of a ticket in Support has changed.

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Subject Changed

The following example shows an event when subject of the ticket is changed.

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Submitter Changed

The following example shows an event when the ticket submitter is changed.

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Tags Changed

The following example shows an event when tags in a Support ticket is changed.

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise",
          "vip"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Task Due Date Changed

{
  "version": "0",
  "id": "5cabfa42-9882-4f86-9a13-be7097e63171",
  "detail-type": "Support Ticket: Task Due Date 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
        }
      },
      "type": "Task Due Date 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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Ticket Created

The following example shows an event when a Support ticket is created.

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Ticket Merged

The following example shows an event when a ticket is merged.

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Ticket Permanently Deleted

The following example shows an event when a ticket is permanently deleted.

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Ticket Soft Deleted

The following example shows an event when a ticket is soft deleted.

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Ticket Type Changed

The following example shows an event when the ticket type is changed. The event "previous" and "current" event fields will be "null", or have a string value of "question", "incident", "problem", or "task".

{
  "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
        }
      },
      "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,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}

Ticket Undeleted

The following example shows an event when a ticket is undeleted.

{
  "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": "2AB606C18FEF17757413588D0D713AC6",
          "position": 1,
          "total": 2
        }
      },
      "type": "Ticket Undeleted",
      "ticket": {
        "id": 35436,
        "created_at": "2019-05-20T22:55:29Z",
        "updated_at": "2019-05-20T22:55:29Z",
        "type": null,
        "priority": null,
        "status": "new",
        "requester_id": 20978392,
        "submitter_id": 76872,
        "assignee_id": 235323,
        "organization_id": 10002,
        "group_id": 98738,
        "brand_id": 123,
        "tags": [
          "enterprise"
        ],
        "via": {
          "channel": "web"
        }
      }
    }
  }
}
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