ticket_assigned

Sent when a ticket is assigned to an agent. The assignment can be made while the ticket is created or while it is edited and saved. No event is sent if the assigned agent does not change.

Use it for notifying the agent and for workload tracking.

Sample body

scenario: ticket_assigned

{
  "ticket_id": 1542,
  "assignee_user_id": 27,
  "actor_type": "user",
  "actor_id": 19
}

Send this body to your own address

The sample body above is sent to the address below as a POST request. The request goes from your browser, so the response cannot be read if the receiving endpoint sends no CORS header; the request itself still arrives. Use the cURL equivalent to try it from the server side.

cURL equivalent:

curl -X POST 'https://your-address.example/webhook' \
  -H 'Content-Type: application/json' \
  -d '{"ticket_id":1542,"assignee_user_id":27,"actor_type":"user","actor_id":19}'

Fields

Field	Type	Description
ticket_id	number	Unique identifier of the ticket.
assignee_user_id	number	Identifier of the agent the ticket was assigned to.
actor_type	string	Type of whoever made the assignment: user, account or system_user. null when unknown.
actor_id	number	Identifier of whoever made the assignment. null when unknown.

Removing the assignment does not produce this event

ticket_assigned is not sent when the assigned agent is removed from a ticket. You can tell the assignment was removed when the assigned_to field of the ticket_updated event arrives as null.