openapi: 3.1.0 info: title: Zendesk Routing description: Needs a description. paths: /api/v2/incremental/routing/attribute_values: get: operationId: IncrementalSkilBasedRoutingAttributeValuesExport tags: - Incremental Skill Based Routing summary: Zendesk Get Api V2 Incremental Routing Attribute_values description: > Returns a stream of changes that occurred on routing attribute values. #### Allowed For * Admins #### Parameters Optional | Name | Type | Comment | ------ | ------ | ------- | cursor | string | The `cursor` parameter is a non-human-readable argument you can use to move forward or backward in time. The cursor is a read-only URL parameter that's only available in API responses. See [Pagination](#pagination). responses: '200': description: Success response content: application/json: schema: $ref: '#/components/schemas/IncrementalSkillBasedRouting' examples: default: $ref: >- #/components/examples/IncrementalSkillBasedRoutingAttributeValuesExample /api/v2/incremental/routing/attributes: get: operationId: IncrementalSkilBasedRoutingAttributesExport tags: - Incremental Skill Based Routing summary: Zendesk Get Api V2 Incremental Routing Attributes description: > Returns a stream of changes that occurred on routing attributes. #### Allowed For * Admins #### Parameters Optional | Name | Type | Comment | ------ | ------ | ------- | cursor | string | The `cursor` parameter is a non-human-readable argument you can use to move forward or backward in time. The cursor is a read-only URL parameter that's only available in API responses. See [Pagination](#pagination). responses: '200': description: Success response content: application/json: schema: $ref: '#/components/schemas/IncrementalSkillBasedRouting' examples: default: $ref: >- #/components/examples/IncrementalSkillBasedRoutingAttributesExample /api/v2/incremental/routing/instance_values: get: operationId: IncrementalSkilBasedRoutingInstanceValuesExport tags: - Incremental Skill Based Routing summary: Zendesk Get Api V2 Incremental Routing Instance_values description: > Returns a stream of changes that occurred on routing instance values. Changes are grouped by `attribute_value_id`, with associate type events listed alongside unassociate type events based on the unassociate event’s timestamp. #### Allowed For * Admins #### Parameters Optional | Name | Type | Comment | ------ | ------ | ------- | cursor | string | The `cursor` parameter is a non-human-readable argument you can use to move forward or backward in time. The cursor is a read-only URL parameter that's only available in API responses. See [Pagination](#pagination). responses: '200': description: Success response content: application/json: schema: $ref: '#/components/schemas/IncrementalSkillBasedRouting' examples: default: $ref: >- #/components/examples/IncrementalSkillBasedRoutingInstanceValuesExample /api/v2/routing/agents/{user_id}/instance_values: parameters: - $ref: '#/components/parameters/UserId' get: operationId: ListAGentAttributeValues tags: - Skill Based Routing summary: Zendesk Get Api V2 Routing Agents User_id Instance_values description: | Returns an attribute value. #### Allowed For * Agents and admins responses: '200': description: Success response content: application/json: schema: $ref: '#/components/schemas/SkillBasedRoutingAttributeValuesResponse' examples: default: $ref: >- #/components/examples/SkillBasedRoutingAttributeValuesResponseExample post: operationId: SetAgentAttributeValues tags: - Skill Based Routing summary: Zendesk Post Api V2 Routing Agents User_id Instance_values description: > Adds the specified attributes if no attributes exists, or replaces all existing attributes with the specified attributes. #### Allowed For * Admins responses: '200': description: Success response content: application/json: schema: $ref: '#/components/schemas/SkillBasedRoutingAttributeValuesResponse' examples: default: $ref: >- #/components/examples/SkillBasedRoutingAttributeValuesResponseExample /api/v2/routing/agents/instance_values: get: operationId: ListManyAgentsAttributeValues tags: - Skill Based Routing summary: Zendesk Get Api V2 Routing Agents Instance_values description: > Accepts a comma-separated list of up to 100 agent ids and returns attribute values for each agent in the list. #### Allowed For * Admins * [Agents in custom role with permission to manage skills](https://support.zendesk.com/hc/en-us/articles/4408882153882-Creating-custom-roles-and-assigning-agents) #### Pagination * [Cursor pagination](/api-reference/introduction/pagination/#cursor-pagination) only. Note: `page[before]` and `page[after]` can't be used together in the same request. parameters: - name: filter[agent_ids] in: query description: A comma-separated list of agent ids required: true schema: type: string example: 224,225 - name: page[before] in: query description: > A [pagination cursor](/documentation/api-basics/pagination/paginating-through-lists-using-cursor-pagination) that tells the endpoint which page to start on. It should be a `meta.before_cursor` value from a previous request. schema: type: string - name: page[after] in: query description: > A [pagination cursor](/documentation/api-basics/pagination/paginating-through-lists-using-cursor-pagination) that tells the endpoint which page to start on. It should be a `meta.after_cursor` value from a previous request. schema: type: string - name: page[size] in: query description: The number of items to return per page schema: type: integer format: int32 minimum: 1 maximum: 100 responses: '200': description: Success response content: application/json: schema: $ref: >- #/components/schemas/ManySkillBasedRoutingAttributeValuesResponse examples: default: $ref: >- #/components/examples/ManySkillBasedRoutingAttributeValuesResponseExample '400': description: Bad Request content: application/json: schema: $ref: '#/components/schemas/SkillBasedRoutingAttributeValuesError' examples: default: $ref: >- #/components/examples/ManySkillBasedRoutingAttributeValuesErrorExample /api/v2/routing/agents/instance_values/job: post: operationId: BulkSetAgentAttributeValuesJob tags: - Job Statuses - Skill Based Routing summary: Zendesk Post Api V2 Routing Agents Instance_values Job description: > Adds, replaces or removes multiple attributes for up to 100 agents. #### Allowed For * Admins * [Agents in custom role with permission to manage skills](https://support.zendesk.com/hc/en-us/articles/4408882153882-Creating-custom-roles-and-assigning-agents) #### Available Parameters The request takes a data object with the following properties: | Name | Type | Required | Description | | ---------- | ------ | -------- | ------------------------------------------------------------------------------------------------- | | action | string | true | The action to perform on the attribute values. One of the following: "upsert", "update", "delete" | | attributes | object | true | The attribute values to update. See [Attribute Values](#attribute-values) | | items | array | true | The list of agent ids | Action can be one of the following: * upsert: Adds new attribute values to the agents * update: Replaces all the current attribute values of the agents with the new values * delete: Removes specified attribute values from the agents This endpoint returns a `job_status` [JSON object](/api-reference/ticketing/ticket-management/job_statuses/#json-format) and queues a background job to do the work. Use the [Show Job Status](/api-reference/ticketing/ticket-management/job_statuses/#show-job-status) endpoint to check for the job's completion. requestBody: required: true content: application/json: schema: $ref: '#/components/schemas/BulkSkillBasedRoutingAttributeValuesRequest' examples: default: $ref: >- #/components/examples/BulkSkillBasedRoutingAttributeValuesRequestExample responses: '200': description: Success response content: application/json: schema: $ref: '#/components/schemas/JobStatusResponse' examples: default: $ref: >- #/components/examples/BulkSkillBasedRoutingAttributeValuesJobStatusResponseExample '400': description: Bad Request content: application/json: schema: $ref: '#/components/schemas/SkillBasedRoutingAttributeValuesError' examples: default: $ref: >- #/components/examples/BulkSkillBasedRoutingAttributeValuesErrorExample /api/v2/routing/attributes: get: operationId: ListAccountAttributes tags: - Skill Based Routing summary: Zendesk Get Api V2 Routing Attributes description: | Returns a list of attributes for the account. #### Sideloads The following sideloads are supported: | Name | Will sideload | ---------------- | ------------- | attribute_values | The attribute values available on the account #### Allowed For * Agents and admins responses: '200': description: Success response content: application/json: schema: $ref: '#/components/schemas/SkillBasedRoutingAttributesResponse' examples: default: $ref: >- #/components/examples/SkillBasedRoutingAttributesResponseExample post: operationId: CreateAttribute tags: - Skill Based Routing summary: Zendesk Post Api V2 Routing Attributes description: | Creates an attribute. #### Allowed For * Agents responses: '201': description: Created response content: application/json: schema: $ref: '#/components/schemas/SkillBasedRoutingAttributeResponse' examples: default: $ref: >- #/components/examples/SkillBasedRoutingAttributeCreateResponseExample /api/v2/routing/attributes/{attribute_id}: parameters: - $ref: '#/components/parameters/SkillBasedRoutingAttributeId' get: operationId: ShowAttribute tags: - Skill Based Routing summary: Zendesk Get Api V2 Routing Attributes Attribute_id description: | Returns an attribute. #### Allowed For * Admins responses: '200': description: Success response content: application/json: schema: $ref: '#/components/schemas/SkillBasedRoutingAttributeResponse' examples: default: $ref: >- #/components/examples/SkillBasedRoutingAttributeResponseExample put: operationId: UpdateAttribute tags: - Skill Based Routing summary: Zendesk Put Api V2 Routing Attributes Attribute_id description: | Updates an attribute. #### Allowed For * Admins responses: '200': description: Success response content: application/json: schema: $ref: '#/components/schemas/SkillBasedRoutingAttributeResponse' examples: default: $ref: >- #/components/examples/SkillBasedRoutingAttributeUpdateResponseExample delete: operationId: DeleteAttribute tags: - Skill Based Routing summary: Zendesk Delete Api V2 Routing Attributes Attribute_id description: | Deletes an attribute. #### Allowed For * Admins responses: '204': description: No Content response /api/v2/routing/attributes/{attribute_id}/values: parameters: - $ref: '#/components/parameters/SkillBasedRoutingAttributeId' get: operationId: ListAttributeValues tags: - Skill Based Routing summary: Zendesk Get Api V2 Routing Attributes Attribute_id Values description: | Returns a list of attribute values for a provided attribute. #### Allowed For * Agents responses: '200': description: Success response content: application/json: schema: $ref: '#/components/schemas/SkillBasedRoutingAttributeValuesResponse' examples: default: $ref: >- #/components/examples/SkillBasedRoutingAttributeValuesResponseExample post: operationId: CreateAttributeValue tags: - Skill Based Routing summary: Zendesk Post Api V2 Routing Attributes Attribute_id Values description: | Creates an attribute value. #### Allowed For * Admins responses: '201': description: Created response content: application/json: schema: $ref: '#/components/schemas/SkillBasedRoutingAttributeValueResponse' examples: default: $ref: >- #/components/examples/SkillBasedRoutingAttributeValueCreateResponseExample /api/v2/routing/attributes/{attribute_id}/values/{attribute_value_id}: parameters: - $ref: '#/components/parameters/SkillBasedRoutingAttributeId' - $ref: '#/components/parameters/SkillBasedRoutingAttributeValueId' get: operationId: ShowAttributeValue tags: - Skill Based Routing summary: Zendesk Get Api V2 Routing Attributes Attribute_id Values Attribute_value_id description: | Returns an attribute value. #### Allowed For * Agents responses: '200': description: Success response content: application/json: schema: $ref: '#/components/schemas/SkillBasedRoutingAttributeValueResponse' examples: default: $ref: >- #/components/examples/SkillBasedRoutingAttributeValueResponseExample patch: operationId: UpdateAttributeValue tags: - Skill Based Routing summary: Zendesk Patch Api V2 Routing Attributes Attribute_id Values Attribute_value_id description: > Updates the name and ticket conditions of a skill. When a ticket is created, the skill is applied to a ticket if the ticket meets the specified condition or conditions. See the [Conditions reference](/documentation/ticketing/reference-guides/conditions-reference/) for more information. #### Allowed For * Admins responses: '200': description: Success response content: application/json: schema: $ref: '#/components/schemas/SkillBasedRoutingAttributeValueResponse' examples: default: $ref: >- #/components/examples/SkillBasedRoutingAttributeValueUpdateResponseExample delete: operationId: DeleteAttributeValue tags: - Skill Based Routing summary: Zendesk Delete Api V2 Routing Attributes Attribute_id Values Attribute_value_id description: | Deletes an attribute value. #### Allowed For * Agents responses: '204': description: No Content response /api/v2/routing/attributes/definitions: get: operationId: ListRoutingAttributeDefinitions tags: - Skill Based Routing summary: Zendesk Get Api V2 Routing Attributes Definitions description: > Returns the condition definitions that can be configured to apply attributes to a ticket. #### Allowed For * Admins responses: '200': description: Success response content: application/json: schema: $ref: '#/components/schemas/SkillBasedRoutingAttributeDefinitions' examples: default: $ref: >- #/components/examples/SkillBasedRoutingAttributeDefinitionsExample /api/v2/routing/requirements/fulfilled: get: operationId: ListTicketsFullfilledByUser tags: - Skill Based Routing summary: Zendesk Get Api V2 Routing Requirements Fulfilled description: > Returns a list of ticket ids that contain attributes matching the current user's attributes. Accepts a `ticket_ids` parameter for relevant tickets to check for matching attributes. #### Allowed For * Agents and admins parameters: - name: ticket_ids in: query description: The IDs of the relevant tickets to check for matching attributes required: true schema: type: integer example: 1 responses: '200': description: Success response content: application/json: schema: $ref: '#/components/schemas/SkillBasedRoutingTicketFulfilledResponse' examples: default: $ref: >- #/components/examples/SkillBasedRoutingTicketFulfilledResponseExample /api/v2/routing/tickets/{ticket_id}/instance_values: parameters: - $ref: '#/components/parameters/TicketId' get: operationId: ListTicketAttributeValues tags: - Skill Based Routing summary: Zendesk Get Api V2 Routing Tickets Ticket_id Instance_values description: | Returns a list of attributes values for the ticket. #### Allowed For * Agents and admins responses: '200': description: Success response content: application/json: schema: $ref: '#/components/schemas/SkillBasedRoutingAttributeValuesResponse' examples: default: $ref: >- #/components/examples/SkillBasedRoutingTicketAttributesResponseExample post: operationId: SetTicketAttributeValues tags: - Skill Based Routing summary: Zendesk Post Api V2 Routing Tickets Ticket_id Instance_values description: > Adds the specified attributes if no attributes exists, or replaces all existing attributes with the specified attributes. Invalid or deleted attributes are ignored. #### Allowed For * Admins responses: '200': description: Success response content: application/json: schema: $ref: '#/components/schemas/SkillBasedRoutingAttributeValuesResponse' examples: default: $ref: >- #/components/examples/SkillBasedRoutingTicketAttributesResponseExample components: schemas: IncrementalSkillBasedRouting: title: Incremental Skill-based Routing type: object properties: attribute_values: type: array description: Routing attribute values items: $ref: '#/components/schemas/IncrementalSkillBasedRoutingAttributeValue' attributes: type: array description: Routing attributes items: $ref: '#/components/schemas/IncrementalSkillBasedRoutingAttribute' count: type: integer description: The number of results returned for the current request readOnly: true end_time: type: integer description: >- The most recent resource creation time present in this result set in Unix epoch time readOnly: true instance_values: type: array description: Routing instance values items: $ref: '#/components/schemas/IncrementalSkillBasedRoutingInstanceValue' next_page: type: string description: The URL that should be called to get the next set of results readOnly: true SkillBasedRoutingAttributeValuesResponse: type: object properties: attribute_values: type: array items: $ref: '#/components/schemas/SkillBasedRoutingAttributeValueObject' ManySkillBasedRoutingAttributeValuesResponse: type: object properties: count: type: integer format: int32 description: The number of instance values returned readOnly: true instance_values: type: array items: $ref: '#/components/schemas/ManySkillBasedRoutingAttributeValues' next_page: type: string description: The URL for the next page of results nullable: true readOnly: true previous_page: type: string description: The URL for the previous page of results nullable: true readOnly: true JobStatusResponse: type: object properties: job_status: $ref: '#/components/schemas/JobStatusObject' SkillBasedRoutingAttributesResponse: type: object properties: attributes: type: array items: $ref: '#/components/schemas/SkillBasedRoutingAttributeObject' count: type: integer readOnly: true next_page: type: string nullable: true readOnly: true previous_page: type: string nullable: true readOnly: true SkillBasedRoutingAttributeResponse: type: object properties: attribute: $ref: '#/components/schemas/SkillBasedRoutingAttributeObject' SkillBasedRoutingAttributeValueResponse: type: object properties: attribute_value: $ref: '#/components/schemas/SkillBasedRoutingAttributeValueObject' SkillBasedRoutingAttributeDefinitions: type: object properties: definitions: type: object properties: conditions_all: type: array items: type: object properties: subject: type: string title: type: string conditions_any: type: array items: type: object properties: subject: type: string title: type: string SkillBasedRoutingTicketFulfilledResponse: type: object properties: fulfilled_ticket_ids: type: array items: type: integer tags: - name: Incremental Skill Based Routing - name: Job Statuses - name: Skill Based Routing