Zendesk

Zendesk Skips API

The Zendesk Skips API provides programmatic access to events where an agent doesnt accept or actively skips a routed work item (such as a ticket or conversation) in omnichannel routing. It records who skipped, what was skipped, when it happened, and (when available) the reason, so you can analyze agent behavior, finetune routing rules and capacity, and troubleshoot assignment flows.

GitHub OpenAPI

Documentation

📖
Documentation
https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_skips/

Specifications

⚙
OpenAPI
https://raw.githubusercontent.com/api-evangelist/zendesk/refs/heads/main/openapi/skips-openapi-original.yml

OpenAPI Specification

skips-openapi-original.yml Raw ↑ 
openapi: 3.1.0
info:
  version: "1.0"
  title: Zendesk Skips
  description: Needs a description.
paths:
  /api/v2/skips:
    post:
      operationId: RecordNewSkip
      tags:
        - Ticket Skips
      summary: Zendesk Post  Api V2 Skips
      description: |
        Record a new ticket skip for the current user.

        #### Allowed For

        * Agents
      responses:
        '201':
          description: Success response
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/TicketSkipCreation'
              examples:
                default:
                  $ref: '#/components/examples/TicketSkipCreationExample'
  /api/v2/users/{user_id}/skips:
    parameters:
      - $ref: '#/components/parameters/SkipTicketUserId'
      - $ref: '#/components/parameters/TicketSortOrder'
      - $ref: '#/components/parameters/TicketId'
    get:
      operationId: ListTicketSkips
      tags:
        - Ticket Skips
      summary: Zendesk Get  Api V2 Users User_id Skips
      description: >
        Archived tickets are not included in the response. See

        [About archived
        tickets](https://support.zendesk.com/hc/en-us/articles/203657756) in

        the Support Help Center.


        #### Pagination


        - Cursor pagination (recommended)

        - Offset pagination


        See [Pagination](/api-reference/introduction/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
      responses:
        '200':
          description: Success response
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/TicketSkipsResponse'
              examples:
                default:
                  $ref: '#/components/examples/TicketSkipResponseExample'
components:
  schemas:
    TicketSkipsResponse:
      type: object
      properties:
        skips:
          type: array
          items:
            $ref: '#/components/schemas/TicketSkipObject'
tags:
  - name: Ticket Skips