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An Event which triggers a Flow when a new ticket is created in 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 Fields

  • Ticket
    • Ticket ID (text): The ID of the ticket
    • Ticket URL (text): The URL of the ticket
    • External ID (text): An ID that you can assign to match this ticket with your own records
    • Created at (text): Date and time that the ticket was created (ex: 2016-05-24T13:41:22Z)
    • Updated at (text): Date and time that the ticket was most recently updated
    • Type (text): The type of ticket.  Can be “problem”, “incident”, “question” or “task”
    • Subject (text): The subject of the ticket
    • Description (text): The first comment on a ticket
    • Priority (text): The priority of the ticket. Can be “urgent”, “high”, “normal”, or “low”
    • Status (text): The state of the ticket.  Can be “new”, “open”, “pending”, “hold”, “solved”, or “closed”
    • Recipient (text): The email address of the original recipient of the ticket
    • Requester ID (text): The ID of the user who requested the ticket
    • Submitter ID (text): The ID of the user who submitted the ticket.  The submitter will is the author of the first comment on the ticket
    • Assignee ID (text): The ID of the agent to whom the ticket is assigned
    • Collaborator IDs (text): A comma-delimited list of the IDs of the users who are currently CC’d on the ticket
    • Organization ID (text): The ID of the organization of that the requester belongs to
    • Group ID (text): The ID of the group the user is assigned to
    • Forum topic ID (text): The ID of the forum topic that the ticket originated from, if any
    • Problem ID (text): The ID of the problem that the ticket (if incident) is linked to, if any
    • Has incidents? (text): Returns ‘true’ if the ticket type is ‘problem’.  Returns ‘false’ otherwise
    • Due at (text): The due date of the ticket if it is of type ‘task’
    • Tags (text): A comma-delimited list of the tags associated with the ticket
    • Via channel (text): A description of how the ticket was created (ex: “api”, “web”, “mobile”)
    • Satisfaction score (text):  The satisfaction rating of the ticket, or the state of satisfaction (“offered” or “unoffered”)
    • Satisfaction comment (text): The comment(s) associated with the satisfaction rating, if any
    • Sharing agreement IDs (text): A comma-delimited list of the sharing agreement IDs used for this ticket
    • Ticket form ID (text): The ID of the ticket form that was used to render this ticket, if any
    • Brand ID (text): The ID of the brand associated with this ticket
  • Custom Fields
    • A dynamically generated list of any custom fields associated with the account’s tickets