Tickets
Requests, their conversations and their files.
List tickets
query Parameters
limitRows per page.
cursorThe next_cursor of the previous page.
statusComma-separated statuses.
priorityComma-separated priorities.
assignee_idorganization_idrequester_idtagupdated_sinceOnly tickets touched since this instant — the basis of an incremental sync.
List tickets › Responses
List tickets
next_cursorPass back as cursor for the next page. Null on the last page.
Create a ticket
Goes through the same path as an inbound email: the requester is found or created, rules and SLA policies run, and outbound webhooks fire.
Create a ticket › Request Body
requester_emailsubjectmessagerequester_namepriorityorganization_idtagsCreate a ticket › Responses
The ticket as created, with the files stored.
numberPer-workspace ticket number, the one agents see.
subjectstatusprioritychanneltypeassignee_idorganization_idThe clock on this ticket. Instants, not remaining durations: a client that has been asleep would otherwise show an hour-old countdown as current. warned_at and breached_at are stamped by the workspace itself, so they say what it has already acted on.
created_atupdated_atunreadIs there a message this agent has not seen — one they did not write themselves, newer than the last time they marked the ticket read (POST /tickets/{number}/read). Present only for an agent session: a workspace API key has no "I" to answer for, so the field is absent rather than guessed.
Read a ticket
path Parameters
numberThe ticket number agents see.
Read a ticket › Responses
Success.
numberPer-workspace ticket number, the one agents see.
subjectstatusprioritychanneltypeassignee_idorganization_idThe clock on this ticket. Instants, not remaining durations: a client that has been asleep would otherwise show an hour-old countdown as current. warned_at and breached_at are stamped by the workspace itself, so they say what it has already acted on.
created_atupdated_atunreadIs there a message this agent has not seen — one they did not write themselves, newer than the last time they marked the ticket read (POST /tickets/{number}/read). Present only for an agent session: a workspace API key has no "I" to answer for, so the field is absent rather than guessed.
Update a ticket
custom_fields is merged, not replaced: omitting a key leaves it alone.
path Parameters
numberThe ticket number agents see.
Update a ticket › Request Body
statuspriorityassignee_idorganization_idsubjecttypetagsUpdate a ticket › Responses
Success.
numberPer-workspace ticket number, the one agents see.
subjectstatusprioritychanneltypeassignee_idorganization_idThe clock on this ticket. Instants, not remaining durations: a client that has been asleep would otherwise show an hour-old countdown as current. warned_at and breached_at are stamped by the workspace itself, so they say what it has already acted on.
created_atupdated_atunreadIs there a message this agent has not seen — one they did not write themselves, newer than the last time they marked the ticket read (POST /tickets/{number}/read). Present only for an agent session: a workspace API key has no "I" to answer for, so the field is absent rather than guessed.
List a ticket's messages
Oldest first — the order a human reads the thread in.
path Parameters
numberThe ticket number.
query Parameters
limitRows per page.
cursorThe next_cursor of the previous page.
List a ticket's messages › Responses
The conversation.
next_cursorPass back as cursor for the next page. Null on the last page.
Add a reply or an internal note
A public reply reaches the customer and fires the same rules the product does; an internal note stays inside the workspace.
path Parameters
numberThe ticket number.
Add a reply or an internal note › Request Body
bodyinternalagent_idThe agent the message is attributed to.
Add a reply or an internal note › Responses
The message, and the files stored with it.
idticket_numberinternalcreated_atskipped_filesPresent only when storage refused a file — it names which.
List every file on a ticket
path Parameters
numberThe ticket number.
List every file on a ticket › Responses
Files across the whole thread.
next_cursorPass back as cursor for the next page. Null on the last page.