Ticket Skips
A skip is a record of when an agent skips over a ticket without responding to the end user. Skips are typically recorded while a play-only agent is in Guided mode.
JSON format
Ticket Skips are represented as JSON objects with the following properties:
Name | Type | Read-only | Mandatory | Description |
---|---|---|---|---|
created_at | string | true | false | Time the skip was created |
id | integer | true | false | Automatically assigned upon creation |
reason | string | true | false | Reason for skipping the ticket |
ticket | object | false | false | The skipped ticket. See theTicket object reference |
ticket_id | integer | true | false | ID of the skipped ticket |
updated_at | string | true | false | Time the skip was last updated |
user_id | integer | true | false | ID of the skipping agent |
Example
{
"created_at":"2015-09-30T21:44:03Z",
"id":1,
"reason":"I have no idea.",
"ticket":{
"assignee_id":235323,
"collaborator_ids":[
35334,
234
],
"created_at":"2009-07-20T22:55:29Z",
"custom_fields":[
{
"id":27642,
"value":"745"
},
{
"id":27648,
"value":"yes"
}
],
"description":"The fire is very colorful.",
"due_at":null,
"external_id":"ahg35h3jh",
"follower_ids":[
35334,
234
],
"from_messaging_channel":false,
"group_id":98738,
"has_incidents":false,
"id":123,
"organization_id":509974,
"priority":"high",
"problem_id":9873764,
"raw_subject":"{{dc.printer_on_fire}}",
"recipient":"[email protected]",
"requester_id":20978392,
"satisfaction_rating":{
"comment":"Great support!",
"id":1234,
"score":"good"
},
"sharing_agreement_ids":[
84432
],
"status":"open",
"subject":"Help, my printer is on fire!",
"submitter_id":76872,
"tags":[
"enterprise",
"other_tag"
],
"type":"incident",
"updated_at":"2011-05-05T10:38:52Z",
"url":"https://company.zendesk.com/api/v2/tickets/35436.json",
"via":{
"channel":"web"
}
},
"ticket_id":123,
"updated_at":"2015-09-30T21:44:03Z",
"user_id":456
}
List Ticket Skips
GET /api/v2/users/{user_id}/skips
GET /api/v2/tickets/{ticket_id}/skips.json
GET /api/v2/skips.json
Archived tickets are not included in the response. SeeAbout archived ticketsin the Support Help Center.
Pagination
- Cursor pagination (recommended)
- Offset pagination
SeePagination.
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
Parameters
Name | Type | In | Required | Description |
---|---|---|---|---|
sort_order | string | 查询 | false | Sort order. Defaults to "asc". Allowed values are "asc", or "desc". |
ticket_id | integer | Path | true | The ID of the ticket |
user_id | integer | Path | false | User ID of an agent |
代码示例
curl
curlhttps://{subdomain}.zendesk.com/api/v2/skips.json\
-v -u{email_address}:{password}
Go
import(
"fmt"
"io"
"net/http"
)
funcmain(){
url:="https://example.zendesk.com/api/v2/users/35436/skips?sort_order="
method:="GET"
req,err:=http.NewRequest(method,url,nil)
iferr!=nil{
fmt.Println(err)
return
}
req.Header.Add("Content-Type","application/json")
req.Header.Add("Authorization","Basic
" )// Base64 encoded "username:password"client:=&http.Client{}
res,err:=client.Do(req)
iferr!=nil{
fmt.Println(err)
return
}
deferres.Body.Close()
body,err:=io.ReadAll(res.Body)
iferr!=nil{
fmt.Println(err)
return
}
fmt.Println(string(body))
}
Java
importcom.squareup.okhttp.*;
OkHttpClientclient=newOkHttpClient();
HttpUrl.BuilderurlBuilder=HttpUrl.parse("https://example.zendesk.com/api/v2/users/35436/skips")
.newBuilder()
.addQueryParameter("sort_order","");
Requestrequest=newRequest.Builder()
.url(urlBuilder.build())
.method("GET",null)
.addHeader("Content-Type","application/json")
.addHeader("Authorization",Credentials.basic("your-email","your-password"))
.build();
Responseresponse=client.newCall(request).execute();
Nodejs
varaxios=require('axios');
varconfig={
method:'GET',
url:'https://example.zendesk.com/api/v2/users/35436/skips',
headers:{
'Content-Type':'application/json',
'Authorization':'Basic
' ,// Base64 encoded "username:password"},
params:{
'sort_order':'',
},
};
axios(config)
.then(function(response){
console.log(JSON.stringify(response.data));
})
.catch(function(error){
console.log(error);
});
Python
importrequests
url="https://example.zendesk.com/api/v2/users/35436/skips?sort_order="
headers={
"Content-Type":"application/json",
}
response=requests.request(
"GET",
url,
auth=('
' ,'' ),headers=headers
)
print(response.text)
Ruby
require"net/http"
uri=URI("https://example.zendesk.com/api/v2/users/35436/skips")
uri.query=URI.encode_www_form("sort_order":"")
request=Net::HTTP::Get.new(uri,"Content-Type":"application/json")
request.basic_auth"username","password"
response=Net::HTTP.start uri.hostname,uri.port,use_ssl:truedo|http|
http.request(request)
end
Example response(s)
200 OK
// Status 200 OK
{
"skips":[
{
"created_at":"2015-09-30T21:44:03Z",
"id":1,
"reason":"I have no idea.",
"ticket":{
"assignee_id":235323,
"collaborator_ids":[
35334,
234
],
"created_at":"2009-07-20T22:55:29Z",
"custom_fields":[
{
"id":27642,
"value":"745"
},
{
"id":27648,
"value":"yes"
}
],
"description":"The fire is very colorful.",
"due_at":null,
"external_id":"ahg35h3jh",
"follower_ids":[
35334,
234
],
"from_messaging_channel":false,
"group_id":98738,
"has_incidents":false,
"id":123,
"organization_id":509974,
"priority":"high",
"problem_id":9873764,
"raw_subject":"{{dc.printer_on_fire}}",
"recipient":"[email protected]",
"requester_id":20978392,
"satisfaction_rating":{
"comment":"Great support!",
"id":1234,
"score":"good"
},
"sharing_agreement_ids":[
84432
],
"status":"open",
"subject":"Help, my printer is on fire!",
"submitter_id":76872,
"tags":[
"enterprise",
"other_tag"
],
"type":"incident",
"updated_at":"2011-05-05T10:38:52Z",
"url":"https://company.zendesk.com/api/v2/tickets/35436.json",
"via":{
"channel":"web"
}
},
"ticket_id":123,
"updated_at":"2015-09-30T21:44:03Z",
"user_id":456
},
{
"created_at":"2015-10-01T21:44:03Z",
"id":2,
"reason":"I am lost.",
"ticket":{
"assignee_id":235323,
"collaborator_ids":[
35334,
234
],
"created_at":"2009-07-20T22:55:29Z",
"custom_fields":[
{
"id":27642,
"value":"745"
},
{
"id":27648,
"value":"yes"
}
],
"description":"The fire is very colorful.",
"due_at":null,
"external_id":"ahg35h3jh",
"follower_ids":[
35334,
234
],
"from_messaging_channel":false,
"group_id":98738,
"has_incidents":false,
"id":321,
"organization_id":509974,
"priority":"high",
"problem_id":9873764,
"raw_subject":"{{dc.printer_on_fire}}",
"recipient":"[email protected]",
"requester_id":20978392,
"satisfaction_rating":{
"comment":"Great support!",
"id":1234,
"score":"good"
},
"sharing_agreement_ids":[
84432
],
"status":"open",
"subject":"Help, my printer is on fire!",
"submitter_id":76872,
"tags":[
"enterprise",
"other_tag"
],
"type":"incident",
"updated_at":"2011-05-05T10:38:52Z",
"url":"https://company.zendesk.com/api/v2/tickets/35436.json",
"via":{
"channel":"web"
}
},
"ticket_id":321,
"updated_at":"2015-10-01T21:44:03Z",
"user_id":654
}
]
}
Record a new skip for the current user
POST /api/v2/skips
Record a new ticket skip for the current user.
Allowed For
- Agents
代码示例
curl
curlhttps://{subdomain}.zendesk.com/api/v2/skips.json\
-v -u{email_address}:{password}\
-H"Content-Type: application/json"-X POST\
-d'{"skip": {"ticket_id": 123, "reason": "I have no idea."}}'
Go
import(
"fmt"
"io"
"net/http"
)
funcmain(){
url:="https://example.zendesk.com/api/v2/skips"
method:="POST"
req,err:=http.NewRequest(method,url,nil)
iferr!=nil{
fmt.Println(err)
return
}
req.Header.Add("Content-Type","application/json")
req.Header.Add("Authorization","Basic
" )// Base64 encoded "username:password"client:=&http.Client{}
res,err:=client.Do(req)
iferr!=nil{
fmt.Println(err)
return
}
deferres.Body.Close()
body,err:=io.ReadAll(res.Body)
iferr!=nil{
fmt.Println(err)
return
}
fmt.Println(string(body))
}
Java
importcom.squareup.okhttp.*;
OkHttpClientclient=newOkHttpClient();
HttpUrl.BuilderurlBuilder=HttpUrl.parse("https://example.zendesk.com/api/v2/skips")
.newBuilder();
RequestBodybody=RequestBody.create(MediaType.parse("application/json"),
"""
""");
Requestrequest=newRequest.Builder()
.url(urlBuilder.build())
.method("POST",body)
.addHeader("Content-Type","application/json")
.addHeader("Authorization",Credentials.basic("your-email","your-password"))
.build();
Responseresponse=client.newCall(request).execute();
Nodejs
varaxios=require('axios');
varconfig={
method:'POST',
url:“https://example.亚博zendesk.com/api/v2/skips',
headers:{
'Content-Type':'application/json',
'Authorization':'Basic
' ,// Base64 encoded "username:password"},
};
axios(config)
.then(function(response){
console.log(JSON.stringify(response.data));
})
.catch(function(error){
console.log(error);
});
Python
importrequests
url="https://example.zendesk.com/api/v2/skips"
headers={
"Content-Type":"application/json",
}
response=requests.request(
"POST",
url,
auth=('
' ,'' ),headers=headers
)
print(response.text)
Ruby
require"net/http"
uri=URI("https://example.zendesk.com/api/v2/skips")
request=Net::HTTP::Post.new(uri,"Content-Type":"application/json")
request.basic_auth"username","password"
response=Net::HTTP.start uri.hostname,uri.port,use_ssl:truedo|http|
http.request(request)
end
Example response(s)
201 Created
// Status 201 Created
{
"skip":{
"created_at":"2015-09-30T21:44:03Z",
"id":1,
"reason":"I have no idea.",
"ticket":{
"assignee_id":235323,
"collaborator_ids":[
35334,
234
],
"created_at":"2009-07-20T22:55:29Z",
"custom_fields":[
{
"id":27642,
"value":"745"
},
{
"id":27648,
"value":"yes"
}
],
"description":"The fire is very colorful.",
"due_at":null,
"external_id":"ahg35h3jh",
"follower_ids":[
35334,
234
],
"from_messaging_channel":false,
"group_id":98738,
"has_incidents":false,
"id":123,
"organization_id":509974,
"priority":"high",
"problem_id":9873764,
"raw_subject":"{{dc.printer_on_fire}}",
"recipient":"[email protected]",
"requester_id":20978392,
"satisfaction_rating":{
"comment":"Great support!",
"id":1234,
"score":"good"
},
"sharing_agreement_ids":[
84432
],
"status":"open",
"subject":"Help, my printer is on fire!",
"submitter_id":76872,
"tags":[
"enterprise",
"other_tag"
],
"type":"incident",
"updated_at":"2011-05-05T10:38:52Z",
"url":"https://company.zendesk.com/api/v2/tickets/35436.json",
"via":{
"channel":"web"
}
},
"ticket_id":123,
"updated_at":"2015-09-30T21:44:03Z",
"user_id":456
}
}