Ticket Audit events reference
The Ticket Audits resource in the Support REST API can use 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
- Suspended ticket recovery event
- Notification event
- Notification with CCs event
- SMS notification event
- CC event
- Follower notification event
- Follower change event
- Email CC change event
- Macro reference event
- Satisfaction rating event
- Ticket sharing event
- Organization subscription notification event
- SLA target change event
- Error event
- Tweet event
- Facebook event
- Facebook comment event
- External event
- LogMeIn transcript event
- Push event
- Chat ended event
- Skill assigned event
- Survey offered event
- Survey response submitted event
- Offered To event
- Routing channel event
- Collaboration thread created event
An event will have its own via object if it's different from the via object of the audit. See Support API: Via object reference.
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 properties:
| 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 properties:
| 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. By default, inline images aren't included in the attachments array. See Ticket comments.
Example
{"id": 2127301148,"type": "Comment","body": "This is a new private comment","html_body": "<p>This is a new private comment</p>","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 properties: