New Ticket

Start Flow when a new ticket is created.

This card monitors for tickets that are added within Zendesk.

Note

It takes up to 15 minutes for new or updated records in Zendesk to hit the Zendesk API, meaning the designer can't read new or updated records for at least 15 minutes after the time they are created. This means that the Run Now feature won't work for testing Flows that start with a Zendesk monitor. Please wait 20 minutes after creating or updating records for the monitor to run naturally in order to test Zendesk monitors in your Flows.

Output

Field Definition Type
Ticket
Ticket ID The ID of the ticket. Number
Ticket URL The URL of the ticket. String
External ID An ID that you can assign to match this ticket with your own records. String
Created At Date and time that the organization was created (for example, 2016-05-24T13:41:22Z). String
Updated At Date and time that the ticket was most recently updated. String
Type The type of ticket. Can be "problem", "incident", "question" or "task". String
Subject The subject of the ticket. String
Description The first comment on a ticket. String
Priority The priority of the ticket. Can be "urgent", "high", "normal", or "low". String
Status The state of the ticket. Can be "new", "open", "pending", "hold", "solved", or "closed". String
Recipient The email address of the original recipient of the ticket. String
Requester ID The ID of the user who requested the ticket. Number
Submitter ID The ID of the user who submitted the ticket. The submitter is the author of the first comment on the ticket. Number
Assignee ID The ID of the agent to whom the ticket is assigned. Number
Collaborator IDs A comma-delimited list of the IDs of the users who are currently CC'ed on the ticket. List
Organization ID The ID of the organization of that the requester belongs to. Number
Group ID The ID of the group the user is assigned to. Number
Forum topic ID The ID of the forum topic that the ticket originated from, if any. Number
Problem ID The ID of the problem that the ticket (if incident) is linked to, if any. Number
Has incidents? Returns 'true' if the ticket type is 'problem'. Returns 'false' otherwise. Boolean
Due at If this is a ticket of type "task", it has a due date in ISO 8601 format. See ISO 8601. String
Tags A comma-delimited list of the tags associated with the ticket. List
Via channel A description of how the ticket was created (for example, "api", "web", "mobile"). String
Satisfaction score The satisfaction rating of the ticket, or the state of satisfaction ("offered" or "unoffered"). Number
Satisfaction comment The comment(s) associated with the satisfaction rating, if any. String
Sharing agreement ID A comma-delimited list of the sharing agreement IDs used for this ticket. List
Ticket form ID The ID of the ticket form that was used to render this ticket, if any. Number
Brand ID The ID of the brand associated with this ticket. Number
Custom fields A dynamically generated list of any custom fields associated with the ticket. See About custom field types for more information about custom fields. Various
Context
Execution ID Unique identifier associated with the execution of the Flow. String

Related topics

Zendesk connector

About the elements of Okta Workflows

Zendesk REST API Documentation