Home > Application Reference > Zendesk > Updated Ticket

This card monitors for tickets that are updated within Zendesk.

NOTE: It takes up to 15 minutes for new or updated records in Zendesk to hit the Zendesk API, meaning Azuqua 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

Any custom fields that exist will appear under ‘Record’.

  • Record
    • id (text): The ID of the 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
    • _createdat (text): Date and time that the ticket was created (ex: 2016-05-24T13:41:22Z)
    • _updatedat (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
    • _requestedid (text): The ID of the user who requested the ticket
    • _submitterid (text): The ID of the user who submitted the ticket.  The submitter will is the author of the first comment on the ticket
    • _assigneeid (text): The ID of the agent to whom the ticket is assigned
    • _collaboratorids (text): A comma-delimited list of the IDs of the users who are currently CC’d on the ticket
    • _organizationid (text): The ID of the organization of that the requester belongs to
    • _groupid (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
    • _problemid (text): The ID of the problem that the ticket (if incident) is linked to, if any
    • _hasincidents (text): Returns ‘true’ if the ticket type is ‘problem’.  Returns ‘false’ otherwise
    • _due_a_t (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_ (text): A description of how the ticket was created (ex: “api”, “web”, “mobile”)
    • _satisfaction_rating_ (text):  The satisfaction rating of the ticket, or the state of satisfaction (“offered” or “unoffered”)
    • 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 brand associated with this ticket
    • _brand_id_ (text): The ID of the brand associated with this ticket