If you have linked Support and Connect accounts certain events in your Zendesk Support will automatically show up as events in Connect. This article lays out what events are passed through and what properties are available for those events
[Support] Ticket Created - Fires when a ticket is created
[Support] Ticket Solved - Fires when a ticket is solved
[Support] Ticket Reopened - Fires when a ticket is in the solved state and is set to open, hold or pending
[Support] Negative Customer Satisfaction Rating - Fires when a tickets satisfaction goes from any status to Good or Good with comment
[Support] Negative Customer Satisfaction Rating - Fires when a ticket’s satisfaction goes any status to Bad or Bad with comment
Available event properties. The following event properties will be passed along as properties of the event. In all cases they will reflect the property at the time of the update.
Status_id - Status of the ticket
Agent_id - Assignee
Source - Where the ticket originated
Subject - The subject of the ticket
Description - The ticket's title
Tags - The tags associated with the ticket
Ticket_id - the ID of the Ticket
[Support] Negative Customer Satisfaction Rating and [Support] Negative Customer Satisfaction Rating have the additional property “comment" which will contain the comment if any that was left with the rating.
[Support] Ticket Created has the additional property of “description” which contains the text of the update which created the ticket.