Allowed for

• Agents

Sideloads

The following sideloads are supported:

Updating drop-down field options

You can also use the update endpoint to add, update, or remove options in a drop-down custom field. Updating field options for multi-select fields works exactly the same as drop-down field options.

Important: Unless you want to remove some options, you must specify all existing options in any update request. Omitting an option removes it from the drop-down field, which removes its values from any tickets or macros.

Use the custom_field_options attribute to update the options. The attribute consists of an array of option objects, with each object consisting of a name and value property. The properties correspond to the “Title” and “Tag” text boxes in the admin interface. Example request body:

{"ticket_field": {
    "custom_field_options": [
      {"name": "Apple Pie", "value": "apple"},
      {"name": "Pecan Pie", "value": "pecan"}
    ]
  }
}

Example Request

curl https://{subdomain}.zendesk.com/api/v2/ticket_fields/{id}.json \
  -d '{"ticket_field": {"custom_field_options": [{"name": "Apple Pie", "value": "apple"}, {"name": "Pecan Pie", "value": "pecan"}]}}' \
  -H "Content-Type: application/json" -X PUT \
  -v -u {email_address}:{password}

Example Response

Status: 200 OK

{
  "ticket_field": {
    "id":21938362,
    "type":"tagger",
    "title":"Pies",
    ...
    "custom_field_options": [
      {
        "id":21029772,
        "name":"Apple Pie",
        "raw_name":"Apple Pie",
        "value":"apple",
        "default":false
      },
      ...
    ]
  }
}

Allowed for

• Admins

Returns a list of custom ticket field options for the given drop-down ticket field.

Allowed For

• Agents

Pagination

• Cursor pagination (recommended)
• Offset pagination

See Pagination.

Creates or updates an option for the given drop-down ticket field.

To update an option, include the id of the option in the custom_field_option object. Example:

{"custom_field_option": {"id": 10002, "name": "Pineapples", ... }

If an option exists for the given ID, the option will be updated. Otherwise, a new option will be created.

Response

Returns one of the following status codes:

• 200 with Location: /api/v2/ticket_fields/{ticket_field_id}/options.json if the ticket field option already exists in the database
• 201 with Location: /api/v2/ticket_fields/{ticket_field_id}/options.json if the ticket field option is new

Allowed For

• Admins

Rate Limit

You can make 100 requests every 1 minute using this endpoint.
The rate limiting mechanism behaves as described in
Monitoring your request activity in the API introduction.

Field Option Limits

• 2000 options per ticket field

Allowed for

• Admins

Allowed for

• Agents

Returns a list of all ticket forms for your account if accessed as an admin or agent. End users only see ticket forms that have end_user_visible set to true.

Allowed For

• Anyone

Allowed For

• Admins

Allowed For

• Admins

Request Parameters

You can pass in the following parameter in the payload:

Takes an ids query parameter that accepts a comma-separated list of up to 100 ticket form ids. This endpoint is used primarily by the mobile SDK and the Web Widget.

Allowed For

• Anyone

Allowed For

• Admins

Allowed For

• Admins, Agents, and End Users

Allowed For

• Admins

Allowed For

• Admins

Allowed For

• Admins

Accepts an array of up to 100 ticket objects.

Allowed For

• Admins

Returns ticket metric events that occurred on or after the start time.

Cursor pagination returns a maximum of 100 records per page. Events are listed in chronological order.

If the results are not paginated, events will be returned as a time-based incremental export.

See Time-based incremental exports.

Pagination

• Cursor pagination

See Pagination.

Allowed For

• Admins

Returns a list of tickets with their metrics.

Tickets are ordered chronologically by created date, from newest to oldest.
The last ticket listed may not be the absolute oldest ticket in your account
due to ticket archiving.

Archived tickets are not included in the response. See
About archived tickets in
Zendesk help.

Pagination

• Cursor pagination (recommended)
• Offset pagination

See Pagination.

Returns a maximum of 100 records per page.

Allowed For

• Agents

Returns a specific metric, or the metrics of a specific ticket.

Pagination

• Cursor pagination (recommended)
• Offset pagination

See Pagination.

Returns a maximum of 100 records per page.

Allowed For

• Agents

Record a new ticket skip for the current user.

Allowed For

• Agents

Archived tickets are not included in the response. See
About archived tickets in
the Support Help Center.

Pagination

• Cursor pagination (recommended)
• Offset pagination

See Pagination.

Returns a maximum of 100 records per page.

Allowed For

• Agents with “View only” or higher reports permissions in Support.
  These permissions are distinct from Explore permissions.
• Agents retrieving their own skips

Returns a maximum of 100 deleted tickets per page. See Pagination.

The results includes all deleted (and not yet archived) tickets that
have not yet been scrubbed in the past 30 days. Archived tickets are
not included in the results. See About archived tickets
in the Support Help Center.

The tickets are ordered chronologically by created date, from oldest to newest.
The first ticket listed may not be the oldest ticket in your
account due to ticket archiving.

Pagination

• Cursor pagination (recommended)
• Offset pagination

See Pagination.

Returns a maximum of 100 records per page.

Allowed For

• Agents

Rate Limit

You can make 10 requests every 1 minute using this endpoint.
When making requests beyond page 100, you can make 5 requests every 1 minute.
The rate limiting mechanism behaves as described in
Monitoring your request activity in the API introduction.

Permanently deletes up to 100 soft-deleted tickets. See Soft delete
in the Zendesk GDPR docs. To soft delete tickets, use the Bulk Delete Tickets endpoint.

This endpoint accepts a comma-separated list of up to 100 ticket ids. It enqueues
a ticket deletion job and returns a payload with the jobs status.

If one ticket fails to be deleted, the endpoint still attempts to delete the others. If the job succeeds,
the tickets that were successfully deleted are permanently deleted. This operation can’t be undone.

This endpoint returns a job_status JSON object and queues a background job to do the work. Use the Show Job Status endpoint to check for the job’s completion. Only a certain number of jobs can be queued or running at the same time. See Job limit for more information.

Allowed For

• Agents

Allowed For

• Agents

Permanently deletes a soft-deleted ticket. See Soft delete
in the Zendesk GDPR docs. To soft delete a ticket, use the Delete Ticket endpoint.

This endpoint enqueues a ticket deletion job and returns a payload with the jobs status.

If the job succeeds, the ticket is permanently deleted. This operation can’t be undone.

This endpoint returns a job_status JSON object and queues a background job to do the work.
Use the Show Job Status endpoint to check for the job’s completion.

Allowed For

• Agents

Allowed For

• Agents

The response is always ordered by updated_at in descending order

Allowed For

• Agents

Pagination

• Cursor pagination (recommended)
• Offset pagination

See Pagination.

Returns tickets whose type is “problem” and whose subject contains the string specified in the text parameter.

You can specify the text parameter in the request body rather than the query string. Example:

{"text": "fire"}

Allowed For

• Agents

Returns an approximate count of tickets in the account. If the count exceeds 100,000, it is updated every 24 hours.

ccd lists tickets that the specified user is cc’d on.

The count[refreshed_at] property is a timestamp that indicates when the count was last updated.

Note: When the count exceeds 100,000, count[refreshed_at] may occasionally be null.
This indicates that the count is being updated in the background, and count[value] is limited to 100,000 until the update is complete.

Allowed For

• Agents

Accepts an array of up to 100 ticket objects. Note: Every ticket created with this endpoint may be affected by your business rules, which can include sending email notifications to your end users. If you are importing historical tickets or creating more than 1000 tickets, consider using the Ticket Bulk Import endpoint.

This endpoint returns a job_status JSON object and queues a background job to do the work. Use the Show Job Status endpoint to check for the job’s completion. Only a certain number of jobs can be queued or running at the same time. See Job limit for more information.

Allowed For

• Agents

Accepts a comma-separated list of up to 100 ticket ids.

Allowed For

• Admins
• Agents with permission to delete tickets

Agent delete permissions are set in Support. See
Deleting tickets
in the Support Help Center.

This endpoint returns a job_status JSON object and queues a background job to do the work. Use the Show Job Status endpoint to check for the job’s completion. Only a certain number of jobs can be queued or running at the same time. See Job limit for more information.

Accepts a comma-separated list of up to 100 ticket ids.

This endpoint returns a job_status JSON object and queues a background job to do the work. Use the Show Job Status endpoint to check for the job’s completion. Only a certain number of jobs can be queued or running at the same time. See Job limit for more information.

Allowed For

• Agents

Accepts a comma-separated list of ticket ids to return.

This endpoint will return up to 100 tickets records.

Allowed For

• Agents

Accepts an array of up to 100 ticket objects, or a comma-separated list of up to 100 ticket ids.

Allowed For

• Admins
• Agents with permission to delete tickets

Agent delete permissions are set in Support. See
Deleting tickets
in the Support Help Center.

Ticket deletion rate limit

You can delete 400 tickets every 1 minute using this endpoint.
The rate limiting mechanism behaves as described in
Rate limits in the API introduction.
Zendesk recommends that you obey the Retry-After header values.
To delete many tickets, you may use Bulk Delete Tickets.

Returns a number of ticket properties though not the ticket comments. To get the comments, use List Comments

Allowed For

• Agents

Allowed For

• Agents

Returns any users cc’d on the ticket.

Availability

The CCs and Followers feature must be enabled in Zendesk Support.

If the feature is not enabled, the default CC functionality is used. In that case, use List Collaborators to list the users cc’ed on the ticket.

Allowed For

• Agents

Returns any users who follow the ticket.

Availability

The CCs and Followers feature must be enabled in Zendesk Support.

Allowed For

• Agents

Allowed For

• Agents

Pagination

• Cursor pagination (recommended)
• Offset pagination

See Pagination.

Allowed For

• Agents

Merges one or more tickets into the ticket with the specified id.

See Merging tickets
in the Support Help Center for ticket merging rules.

Any attachment to the source ticket is copied to the target ticket.

This endpoint returns a job_status JSON object and queues a background job to do the work. Use the Show Job Status endpoint to check for the job’s completion. Only a certain number of jobs can be queued or running at the same time. See Job limit for more information.

Allowed For

• Agents

Agents in the Enterprise account must have merge permissions.
See Creating custom roles and assigning agents (Enterprise)
in the Support Help Center.

Available parameters

The request takes a data object with the following properties:

target_comment and source_comment can be used to provide a reason for the merge for recordkeeping purposes. If the source ticket has attachments, they are included in target_comment.

Comments are private and can’t be modified in the following cases:

• Any of the sources or target tickets are private
• Any of the sources or target tickets were created through X (formerly Twitter), Facebook or the Channel framework

In any other case, comments default to private but can be modified with the comment privacy parameters.

The request returns a data object with the following properties:

Allowed For

• Agents

Returns all the trigger categories in the account.

Pagination

• Cursor pagination (recommended)
• Offset pagination

See Pagination.

Creates a trigger category.

Creates a job that performs a batch operation for the given trigger categories.

Deletes the trigger category with the specified ID.