Updated Ticket
This card monitors for tickets that are updated within Zendesk.
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
Any custom fields that exist will appear under 'Record'.
| Field | Definition | Type |
|---|---|---|
|
Ticket |
||
| Ticket ID | ID of the ticket. |
Text |
| Ticket URL | URL of the ticket. |
Text |
| External ID | An ID that you can assign to match this ticket with your own records. |
Text |
| Created at | Date and time that the ticket was created; for example, 2016-05-24T13:41:22Z. |
Date & Time |
| Updated at | Date and time that the ticket was most recently updated. |
Date & Time |
| Type | Type of ticket; options are problem, incident, question, or task. |
Text |
| Subject | Subject of the ticket. |
Text |
| Description | First comment on a ticket. |
Text |
| Priority | Priority of the ticket; options are urgent, high, normal, or low. |
Text |
| Status | State of the ticket; options are new, open, pending, hold, solved, or closed. |
Text |
| Recipient | Email address of the original recipient of the ticket. |
Text |
| Requester ID | ID of the user who requested the ticket. |
Text |
| Submitter ID | ID of the user who submitted the ticket; the submitter is the author of the first comment on the ticket. |
Text |
| Assignee ID | ID of the agent to whom the ticket is assigned. |
Text |
| Collaborator IDs | A comma-delimited list of the IDs of the users who are currently CC'd on the ticket. |
Text |
| Organization ID | ID of the organization to which the requester belongs. |
Text |
| Group ID | ID of the group to which the user is assigned. |
Text |
| Forum topic ID | ID of the forum topic that the ticket originated from, if any. |
Text |
| Problem ID | ID of the problem that the ticket (if incident) is linked to, if any. |
Text |
| Has Incidents? | If true, the ticket type is problem. |
Text |
| Due at | Due date of the ticket if it is of type task. |
Text |
| Tags | A comma-delimited list of the tags associated with the ticket. |
Text |
| Via channel | A description of how the ticket was created; possible values are api, web, or mobile. |
Text |
| Satisfaction score | Satisfaction rating of the ticket, or the state of satisfaction (offered or unoffered). |
Text |
| Sharing agreement IDs | A list of numbers of the sharing agreement IDs used for this ticket. |
List |
| Ticket form ID | Ticket form ID. |
Text |
| Brand ID | ID of the brand associated with this ticket. |
Text |
| Custom Fields | A dynamically generated list of any custom fields associated with the ticket. For more information on custom fields, see About custom field types. | Various |