Ticket events are published whenever tickets are created, updated, or undergo state changes. All ticket events are published to the AWS_SNS_TICKET_TOPIC_ARN topic.

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Event types

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Core lifecycle events

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ticket:created

Triggered when a new ticket is created. Payload structure: 
interface TicketCreatedPayload {
  ticket: {
    id: string;
    ticketId: string;
    title: string;
    description: string;
    customerContactFirstName: string;
    customerContactLastName: string;
    customerContactEmail: string;
    priorityId: string;
    statusId: string;
    statusName: string;
    priorityName: string;
    sentimentId: string;
    sentimentName: string;
    source: string;
    createdAt: Date;
    teamId: string;
    teamName: string;
    teamIdentifier: string;
    subTeamId?: string;
    subTeamName?: string;
    subTeamIdentifier?: string;
    isEscalated: boolean;
    customer: {
      id: string;
      email: string;
      name: string;
    };
    assignedTo: string | null;
    assignedAgent: {
      id: string;
      email: string;
      name: string;
    } | null;
    tags?: string[];
    isArchived: boolean;
    customFields?: Record<string, string>;
    metadata?: Record<string, string>;
    aiGeneratedTitle?: string;
    aiGeneratedSummary?: string;
    lastCustomerComment?: Date;
    lastVendorComment?: Date;
    proactiveChannels?: string[];
    isProactive?: boolean;
  };
  comment?: {
    id: string;
    content: string;
    contentHtml: string;
    contentJson: string;
    customerContactId: string;
    createdAt: Date;
  };
}

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ticket:updated

Triggered when a ticket is updated. This is a general update event that may trigger additional specific events. Payload structure: Same as ticket:created, but includes: 
{
  ticket: TicketPayload;
  previousTicket: TicketPayload; // Previous state of the ticket
}

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ticket:deleted

Triggered when a ticket is deleted. Payload structure: 
{
  previousTicket: TicketPayload; // The deleted ticket data
}

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ticket:archived

Triggered when a ticket is archived.

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ticket:unarchived

Triggered when a ticket is unarchived.

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State change events

These events are automatically triggered when specific fields change during a ticket:updated event:

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ticket:status:changed

Triggered when the ticket status changes.

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ticket:priority:changed

Triggered when the ticket priority changes.

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ticket:assigned

Triggered when the ticket is assigned to a different agent.

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ticket:type:changed

Triggered when the ticket type changes.

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ticket:sentiment:changed

Triggered when the ticket sentiment changes.

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ticket:escalated

Triggered when a ticket is escalated.

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Custom field events

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ticket:custom_field_value:added

Triggered when a custom field value is added to a ticket. Additional payload: 
{
  changedCustomFields: Array<{
    fieldUid: string;
    newValues: string[];
    changeType: "added";
  }>;
}

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ticket:custom_field_value:removed

Triggered when a custom field value is removed from a ticket. Additional payload: 
{
  changedCustomFields: Array<{
    fieldUid: string;
    previousValues: string[];
    changeType: "removed";
  }>;
}

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ticket:custom_field_value:changed

Triggered when a custom field value is changed on a ticket. Additional payload: 
{
  changedCustomFields: Array<{
    fieldUid: string;
    previousValues: string[];
    newValues: string[];
    addedValues?: string[];
    removedValues?: string[];
    changeType: "updated";
  }>;
}

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Tag events

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ticket:tag:updated

Triggered when tags are added to or removed from a ticket.

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Migration events

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ticket:migrated

Triggered when a ticket is migrated to a different team. Additional payload: 
{
  migration: {
    source: string;
    sourceId: string;
    [key: string]: unknown;
  };
}

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Comment events

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ticket:comment:added

Triggered when a comment is added to a ticket.

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ticket:comment:updated

Triggered when a comment on a ticket is updated.

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ticket:comment:deleted

Triggered when a comment is deleted from a ticket.

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ticket:comment:reaction:added

Triggered when a reaction is added to a ticket comment.

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ticket:comment:reaction:removed

Triggered when a reaction is removed from a ticket comment.

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CSAT events

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ticket:csat:sent

Triggered when a CSAT survey is sent for a ticket. Additional payload: 
{
  csat: {
    id: string;
    feedbackType: string;
    surveyConfig?: any;
    deliveryChannel?: string;
    ruleName: string;
    sentAt?: Date;
    requestorEmail: string;
  };
}

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ticket:csat:received

Triggered when a CSAT survey response is received. Additional payload: 
{
  csat: {
    id: string;
    feedbackType: string;
    deliveryChannel?: string;
    ruleName: string;
    completedAt?: Date;
    requestorEmail: string;
    ratingValue?: number;
    hasComment?: boolean;
    commentText?: string;
  };
}

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SLA events

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ticket:sla:breached

Triggered when an SLA breach is detected on a ticket.

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ticket:sla:breach_warning

Triggered when an SLA breach warning is detected on a ticket.

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Event processing

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Automatic event generation

When a ticket:updated event is processed, the system automatically analyzes the changes and generates appropriate specific events:
  1. Status change detection: Compares ticket.status.uid with previousTicket.status.uid
  2. Priority change detection: Compares ticket.priority.uid with previousTicket.priority.uid
  3. Assignment change detection: Compares ticket.assignedAgent.uid with previousTicket.assignedAgent.uid
  4. Custom field change detection: Analyzes custom field values for additions, removals, and changes
  5. Tag change detection: Compares tag sets between current and previous ticket states

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Message size management

Ticket events can contain large amounts of data. The system automatically:
  • Monitors payload size (256KB limit)
  • Truncates large content fields when necessary
  • Replaces truncated content with “Payload too large. Use API instead”
  • Logs truncation events for monitoring

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Integration examples

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Handling ticket creation

function handleTicketCreated(payload) {
  const { ticket } = payload;
  
  // Send welcome email to customer
  if (ticket.source === 'EMAIL') {
    sendWelcomeEmail(ticket.customer.email, ticket.ticketId);
  }
  
  // Notify assigned agent
  if (ticket.assignedAgent) {
    notifyAgent(ticket.assignedAgent.id, ticket);
  }
  
  // Log in CRM
  updateCRM({
    customerId: ticket.customer.id,
    ticketId: ticket.id,
    priority: ticket.priorityName
  });
}

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Handling status changes

function handleStatusChange(payload) {
  const { ticket, previousTicket } = payload;
  
  if (ticket.statusName === 'Closed' && previousTicket.statusName !== 'Closed') {
    // Ticket was closed
    triggerCSATSurvey(ticket);
    updateMetrics('ticket_closed', ticket.teamId);
  }
}

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Custom field monitoring

function handleCustomFieldChange(payload) {
  const { changedCustomFields } = payload;
  
  changedCustomFields.forEach(change => {
    if (change.fieldUid === 'severity-field-uid') {
      if (change.newValues.includes('Critical')) {
        escalateToManagement(payload.ticket);
      }
    }
  });
}

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Best practices

  1. Event filtering: Use platform message attributes to filter for specific event types
  2. Idempotency: Use eventId to ensure idempotent processing
  3. Error handling: Implement proper retry logic for failed event processing
  4. Large payloads: For truncated payloads, use the API to fetch complete data
  5. Performance: Process events asynchronously to avoid blocking ticket operations

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Event frequency

Ticket events are high-frequency events, especially in active organizations. Consider:
  • Implementing rate limiting for downstream systems
  • Using batch processing for non-critical integrations
  • Filtering events at the platform subscription level to reduce unnecessary processing