Schemas

Error

object · required

Ticket

number

integer

Per-workspace ticket number, the one agents see.

Example: 4821

subject

string

status

string · enum

Enum values:

new

open

waiting

on_hold

resolved

closed

Example: open

priority

string · enum

Enum values:

low

normal

high

urgent

Example: high

channel

string · enum

Enum values:

portal

widget

api

Example: email

type

string

object

assignee_id

string · uuid

organization_id

string · uuid

object

The 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_at

string · date-time

updated_at

string · date-time

unread

boolean

Is 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.

Message

id

string · uuid

kind

string · enum

Enum values:

public_reply

internal_note

system_event

author_type

string · enum

Enum values:

agent

contact

system

author_id

string · uuid

body_text

string

body_html

string

source

string

created_at

string · date-time

Attachment[]

The files sent with this message. Empty for most of them.

Contact

id

string · uuid

email

string · email

name

string

phone

string

locale

string

blocked

boolean

object

created_at

string · date-time

Organization

id

string · uuid

name

string

email_domains

string[]

Domains that attach an incoming contact to this company automatically.

shared_tickets

boolean

notes

string

object

created_at

string · date-time

Agent

id

string · uuid

email

string · email

name

string

role

string · enum

Enum values:

owner

admin

agent

viewer

status

string · enum

Enum values:

active

invited

disabled

available

boolean

created_at

string · date-time

Team

id

string · uuid

name

string

created_at

string · date-time

Macro

id

string · uuid

name

string

category

string

object

availability

string · enum

Enum values:

everyone

team

personal

team_id

string · uuid

created_at

string · date-time

SlaPolicy

id

string · uuid

name

string

position

integer

object

Per priority: { first_reply_min, next_reply_min, resolve_min }.

business_hours_id

string · uuid

is_default

boolean

active

boolean

View

id

string · uuid

name

string

shared

string · enum

Enum values:

private

team

everyone

team_id

string · uuid

object

position

integer

count

integer

Tickets the view currently holds — the badge, without paging through them.

Example: 12

TicketField

id

string · uuid

key

string

The key under which a value appears in custom_fields.

label

string

type

string · enum

Enum values:

text

select

multi_select

date

number

checkbox

object

portal_visible

boolean

required

boolean

position

integer

Tag

name

string

ticket_count

integer

KbCategory

id

string · uuid

parent_id

string · uuid

name

string

slug

string

description

string

position

integer

KbArticle

id

string · uuid

category_id

string · uuid

title

string

slug

string

body_html

string

status

string · enum

Enum values:

draft

published

author_id

string · uuid

published_at

string · date-time

view_count

integer

votes_up

integer

votes_down

integer

created_at

string · date-time

updated_at

string · date-time

Csat

id

string · uuid

ticket_id

string · uuid

agent_id

string · uuid

score

string · enum

Enum values:

good

bad

comment

string

created_at

string · date-time

Attachment

id

string · uuid

message_id

string · uuid

filename

string

content_type

string

size_bytes

integer

download_url

string

Fetch with the same API key.

created_at

string · date-time

Session

The result of signing in on a device. `token` is shown once and cannot be recovered — store it in the platform keychain, not in application storage.

token

string · required

expires_at

string · date-time · required

Slides forward on every authenticated call (90 days of inactivity).

Agent · required

session_id

string · uuid

This device's session, as it appears in /me.

Example: 3f2a1c94-8e5b-4d17-9f60-2c7b1a0d5e83

object

Me

Agent

Team[]

object

PushDevice

A push registration. The APNs/FCM token itself is never returned.

id

string · uuid

platform

string · enum

Enum values:

ios

android

device_name

string

app_version

string

agent_id

string · uuid

contact_id

string · uuid

created_at

string · date-time

last_seen_at

string · date-time

WrittenMessage

What a POST to a thread answers: the message, and what became of its files.

id

string · uuid

ticket_number

integer

internal

boolean

created_at

string · date-time

object[]

skipped_files

string[]

Present only when storage refused a file — it names which.

NotificationFeed

Derived from tickets and messages, never stored — which is why `read` is a waterline and not a per-item flag.

Notification[] · required

unread_count

integer · required

read_at

string · date-time · required

Everything older than this counts as read. Null when nothing has been read.

Notification

id

string

Stable for as long as the fact behind it is.

kind

string · enum

No "assigned to you": an assignment leaves no date behind, so a derived feed has nothing to sort. That one is a push notification, sent when it happens.

Enum values:

sla_breached

sla_warning

customer_reply

internal_note

ticket_number

integer

ticket_subject

string

actor_name

string

at

string · date-time

read

boolean

PortalNotificationFeed

PortalNotification[] · required

unread_count

integer · required

read_at

string · date-time · required

PortalNotification

id

string

kind

string · enum

Somebody answered, or the request was resolved. Their own messages are not news to them.

Enum values:

agent_reply

resolved

request_number

integer

request_subject

string

actor_name

string

at

string · date-time

read

boolean

ReadReceipt

read_at

string · date-time

unread_count

integer

PortalSession

The result of a customer signing in on a device. `token` is shown once — store it in the platform keychain.

token

string · required

expires_at

string · date-time · required

PortalContact · required

A customer, as they may see themselves — never the notes a workspace keeps about them.

session_id

string · uuid

object

PortalContact

A customer, as they may see themselves — never the notes a workspace keeps about them.

id

string · uuid

email

string · email

name

string

locale

string

Stored, but the workspace's own language is what the product renders.

object

PortalMe

PortalContact

A customer, as they may see themselves — never the notes a workspace keeps about them.

object

PortalRequest

One line of "My requests" (MC-01).

number

integer

subject

string

status

string · enum

Enum values:

new

open

waiting

on_hold

resolved

closed

created_at

string · date-time

updated_at

string · date-time

resolved_at

string · date-time

closed_at

string · date-time

message_count

integer

object

Who spoke last, which is what the row says: "Marie replied 3 hrs ago".

PortalMessage

A public reply. Internal notes are never part of this collection.

id

string · uuid

author_type

string · enum

Enum values:

agent

contact

system

author_name

string

body_text

string

body_html

string

created_at

string · date-time

object[]

PortalRequestDetail

number

integer

subject

string

status

string

type

string

created_at

string · date-time

updated_at

string · date-time

resolved_at

string · date-time

closed_at

string · date-time

PortalMessage[]

SearchResults

A few top matches per kind — this answers "take me to it", not "list them all".

object[]

Drafts only for an agent session whose role manages the workspace.

Ticket

number

integer

Per-workspace ticket number, the one agents see.

Example: 4821

subject

string

status

string · enum

Enum values:

new

open

waiting

on_hold

resolved

closed

Example: open

priority

string · enum

Enum values:

low

normal

high

urgent

Example: high

channel

string · enum

Enum values:

portal

widget

api

Example: email

type

string

object

assignee_id

string · uuid

organization_id

string · uuid

object

created_at

string · date-time

updated_at

string · date-time

unread

boolean

Message

id

string · uuid

kind

string · enum

Enum values:

public_reply

internal_note

system_event

author_type

string · enum

Enum values:

agent

contact

system

author_id

string · uuid

body_text

string

body_html

string

source

string

created_at

string · date-time

Attachment[]

The files sent with this message. Empty for most of them.

KbArticle

id

string · uuid

category_id

string · uuid

title

string

slug

string

body_html

string

status

string · enum

Enum values:

draft

published

author_id

string · uuid

published_at

string · date-time

view_count

integer

votes_up

integer

votes_down

integer

created_at

string · date-time

updated_at

string · date-time

Session

The result of signing in on a device. `token` is shown once and cannot be recovered — store it in the platform keychain, not in application storage.

token

string · required

expires_at

string · date-time · required

Slides forward on every authenticated call (90 days of inactivity).

Agent · required

session_id

string · uuid

This device's session, as it appears in /me.

Example: 3f2a1c94-8e5b-4d17-9f60-2c7b1a0d5e83

object

PushDevice

A push registration. The APNs/FCM token itself is never returned.

id

string · uuid

platform

string · enum

Enum values:

ios

android

device_name

string

app_version

string

agent_id

string · uuid

contact_id

string · uuid

created_at

string · date-time

last_seen_at

string · date-time

NotificationFeed

Derived from tickets and messages, never stored — which is why `read` is a waterline and not a per-item flag.

Notification[] · required

unread_count

integer · required

read_at

string · date-time · required

Everything older than this counts as read. Null when nothing has been read.

Notification

id

string

Stable for as long as the fact behind it is.

kind

string · enum

No "assigned to you": an assignment leaves no date behind, so a derived feed has nothing to sort. That one is a push notification, sent when it happens.

Enum values:

sla_breached

sla_warning

customer_reply

internal_note

ticket_number

integer

ticket_subject

string

actor_name

string

at

string · date-time

read

boolean

PortalSession

The result of a customer signing in on a device. `token` is shown once — store it in the platform keychain.

token

string · required

expires_at

string · date-time · required

PortalContact · required

A customer, as they may see themselves — never the notes a workspace keeps about them.

session_id

string · uuid

object

PortalRequest

One line of "My requests" (MC-01).

number

integer

subject

string

status

string · enum

Enum values:

new

open

waiting

on_hold

resolved

closed

created_at

string · date-time

updated_at

string · date-time

resolved_at

string · date-time

closed_at

string · date-time

message_count

integer

object

Who spoke last, which is what the row says: "Marie replied 3 hrs ago".