The Zendesk Automations API lets you programmatically manage time-based business rules that keep Support tickets moving without manual work. Automations evaluate ticket conditions on a regular schedule (typically hourly) using time metrics like hours since creation, last update, or status change, and then perform actions such as changing status or priority, reassigning, adding tags, or sending notifications.
openapi: 3.1.0
info:
version: "1.0"
title: Zendesk Automations
description: Needs a description.
paths:
/api/v2/automations:
get:
operationId: ListAutomations
tags:
- Automations
summary: Zendesk Get Api V2 Automations
description: >
Lists all automations for the current account.
#### Allowed For
* Agents
#### Available Parameters
You can pass in any combination of the following optional filters:
| Name | Type | Comment
| ---------- | ------- | -------
| active | boolean | Only active automations if true, inactive
automations if false
| sort_by | string | Possible values are "alphabetical",
"created_at", "updated_at", "usage_1h", "usage_24h", or "usage_7d".
Defaults to "position"
| sort_order | string | One of "asc" or "desc". Defaults to "asc" for
alphabetical and position sort, "desc" for all others
#### Sideloads
The following sideloads are supported. The usage sideloads are only
supported on the Support Professional or Suite Growth plan or above.
| Name | Will sideload
| ---------------- | -------------
| app_installation | The app installation that requires each automation,
if present
| permissions | The permissions for each automation
| usage_1h | The number of times each automation has been used
in the past hour
| usage_24h | The number of times each automation has been used
in the past day
| usage_7d | The number of times each automation has been used
in the past week
| usage_30d | The number of times each automation has been used
in the past thirty days
#### Pagination
- Cursor pagination (recommended)
- Offset pagination
See [Pagination](/api-reference/introduction/pagination/).
Returns a maximum of 100 records per page.
responses:
'200':
description: Success response
content:
application/json:
schema:
$ref: '#/components/schemas/AutomationsResponse'
examples:
default:
$ref: '#/components/examples/AutomationsResponseExample'
post:
operationId: CreateAutomation
tags:
- Automations
summary: Zendesk Post Api V2 Automations
description: >
Creates an automation.
New automations must be unique and have at least one condition that is
true only once or an action that nullifies at least one of the
conditions. Active automations can have overlapping conditions but can't
be identical.
The request must include the following conditions in the `all` array:
- At least one time-based condition
- At least one condition that checks one of the following fields:
`status`, `type`, `group_id`, `assignee_id`, or `requester_id`.
#### Allowed For
* Agents
responses:
'201':
description: Created response
content:
application/json:
schema:
$ref: '#/components/schemas/AutomationResponse'
examples:
default:
$ref: '#/components/examples/AutomationCreateResponseExample'
/api/v2/automations/{automation_id}:
parameters:
- $ref: '#/components/parameters/AutomationId'
get:
operationId: ShowAutomation
tags:
- Automations
summary: Zendesk Get Api V2 Automations Automation_id
description: |
#### Allowed For
* Agents
responses:
'200':
description: Success response
content:
application/json:
schema:
$ref: '#/components/schemas/AutomationResponse'
examples:
default:
$ref: '#/components/examples/AutomationResponseExample'
put:
operationId: UpdateAutomation
tags:
- Automations
summary: Zendesk Put Api V2 Automations Automation_id
description: >
Updates an automation.
Updated automations must be unique and have at least one condition that
is true only once or an action that nullifies at least one of the
conditions. Active automations can have overlapping conditions but can't
be identical.
The request must include the following conditions in the `all` array:
- At least one time-based condition
- At least one condition that checks one of the following fields:
'status', 'type', 'group_id', 'assignee_id', or 'requester_id'
**Note**: Updating a condition or action updates both the `conditions`
and `actions` arrays, clearing all existing values of both arrays.
Include all your conditions and actions when updating any condition or
action.
**Note**: You might be restricted from updating some default
automations.
#### Allowed For
* Agents
responses:
'200':
description: Success response
content:
application/json:
schema:
$ref: '#/components/schemas/AutomationResponse'
examples:
default:
$ref: '#/components/examples/AutomationResponseExample'
delete:
operationId: DeleteAutomation
tags:
- Automations
summary: Zendesk Delete Api V2 Automations Automation_id
description: >
**Note**: You might be restricted from deleting some default
automations.
#### Allowed For
* Agents
responses:
'204':
description: No Content response
/api/v2/automations/active:
get:
operationId: ListActiveAutomations
tags:
- Automations
summary: Zendesk Get Api V2 Automations Active
description: >
Lists all active automations.
#### Allowed For
* Agents
#### Available Parameters
You can pass in any combination of the following optional filters:
| Name | Type | Comment
| ---------- | ------ | -------
| sort_by | string | Possible values are "alphabetical",
"created_at", "updated_at", "usage_1h", "usage_24h", or "usage_7d".
Defaults to "position"
| sort_order | string | One of "asc" or "desc". Defaults to "asc" for
alphabetical and position sort, "desc" for all others
#### Sideloads
The following sideloads are supported:
| Name | Will sideload
| ---------------- | -------------
| app_installation | The app installation that requires each automation,
if present
| permissions | The permissions for each automation
| usage_1h | The number of times each automation has been used
in the past hour
| usage_24h | The number of times each automation has been used
in the past day
| usage_7d | The number of times each automation has been used
in the past week
| usage_30d | The number of times each automation has been used
in the past thirty days
responses:
'200':
description: Success response
content:
application/json:
schema:
$ref: '#/components/schemas/AutomationsResponse'
examples:
default:
$ref: '#/components/examples/AutomationsResponseExample'
/api/v2/automations/destroy_many:
delete:
operationId: BulkDeleteAutomations
tags:
- Automations
summary: Zendesk Delete Api V2 Automations Destroy_many
description: >
Deletes the automations corresponding to the provided comma-separated
list of IDs.
**Note**: You might be restricted from deleting some default
automations. If included in a bulk deletion, the unrestricted
automations will be deleted.
#### Allowed For
* Agents
#### Request Parameters
The DELETE request takes one parameter, an `ids` object that lists the
automations to delete.
| Name | Description
| ---- | -----------
| ids | The IDs of the automations to delete
#### Example request
```js
{
"ids": "25,23,27,22"
}
```
parameters:
- name: ids
in: query
description: The IDs of the automations to delete
schema:
type: array
items:
type: integer
responses:
'204':
description: No Content response
/api/v2/automations/search:
parameters:
- $ref: '#/components/parameters/AutomationSearchQuery'
- $ref: '#/components/parameters/AutomationActive'
- $ref: '#/components/parameters/AutomationSortBy'
- $ref: '#/components/parameters/AutomationSortOrder'
- $ref: '#/components/parameters/AutomationInclude'
get:
operationId: SearchAutomations
tags:
- Automations
summary: Zendesk Get Api V2 Automations Search
description: >
#### Pagination
* Offset pagination only
See [Using Offset
Pagination](/api-reference/introduction/pagination/#using-offset-pagination).
#### Allowed For
* Agents
#### Sideloads
The following sideloads are supported. For more information, see
[Side-loading](/documentation/ticketing/using-the-zendesk-api/side_loading/).
| Name | Will sideload
| ---------------- | -------------
| app_installation | The app installation that requires each automation,
if present
| permissions | The permissions for each automation
| usage_1h | The number of times each automation has been used
in the past hour
| usage_24h | The number of times each automation has been used
in the past day
| usage_7d | The number of times each automation has been used
in the past week
| usage_30d | The number of times each automation has been used
in the past thirty days
responses:
'200':
description: Success response
content:
application/json:
schema:
$ref: '#/components/schemas/AutomationsResponse'
examples:
default:
$ref: '#/components/examples/AutomationsSearchResponseExample'
/api/v2/automations/update_many:
put:
operationId: UpdateManyAutomations
tags:
- Automations
summary: Zendesk Put Api V2 Automations Update_many
description: >
**Note**: You might be restricted from updating some default
automations. If included in a bulk update, the unrestricted automations
will be updated.
#### Allowed For
* Agents
#### Request Parameters
The PUT request expects an `automations` object that lists the
automations to update.
Each automation may have the following properties:
| Name | Mandatory | Description
| -------- | --------- | -----------
| id | yes | The ID of the automation to update
| position | no | The new position of the automation
| active | no | The active status of the automation (true or
false)
#### Example Request
```js
{
"automations": [
{"id": 25, "position": 3},
{"id": 23, "position": 5},
{"id": 27, "position": 9},
{"id": 22, "position": 7}
]
}
```
responses:
'200':
description: Success response
content:
application/json:
schema:
$ref: '#/components/schemas/AutomationsResponse'
examples:
default:
$ref: '#/components/examples/AutomationsUpdateManyResponseExample'
components:
schemas:
AutomationsResponse:
type: object
properties:
automations:
type: array
items:
$ref: '#/components/schemas/AutomationObject'
count:
type: integer
readOnly: true
next_page:
type: string
nullable: true
readOnly: true
previous_page:
type: string
nullable: true
readOnly: true
AutomationResponse:
type: object
properties:
automation:
$ref: '#/components/schemas/AutomationObject'
tags:
- name: Automations