Download OpenAPI specification:Download
This document describes the public API of HelpDesk Product
HelpDesk API shares an authentication and authorization system with LiveChat. More details can be found in Authorization Documentation.
Endpoints require Authorization
HTTP header. Authorization methods include:
accounts--my:ro
scope to generate the token. After generating a token, use Basic authentication scheme with account_id displayed in Developers Console as the user name and generated token as a password. Detailed instructions. All date/time ranges are half-open, i.e. [from, to)
In addition to absolute timestamps/dates, it is possible to specify relative dates in the format:
[-+][number][hHdDM]
. Sign (+ or -)
denotes relation to the current timestampnumber
denotes the number of unitsunit
represent minutes (n
), hours (h
), days (d
) and months (m
). Lowercase units are relative to the current timestamp and uppercase units are relative to the start of current truncated period.
Examples:
Relative date | Description |
---|---|
-2d |
48 hours before now |
+1m |
1 month from now in the future |
-0M |
start of current month |
-1M |
start of last month |
-0D |
last midnight |
-10n |
10 minutes before now |
Tickets are stored in the following silos:
tickets
: recent tickets with read/write accessarchive
: archived tickets with read-only accessspam
: spam tickets with read-only access (purged after 60 days since the last update)trash
: deleted tickets with read-only access (purged after 30 days since the last update)Important notes about silos:
tickets
.We advise always including User-Agent
header in API requests. Requests missing it might be blocked by intermediary services.
We try to give our developers as many opportunities to suit their business as possible. One of the ways to do that is the possibility of developing integrations for HelpDesk.
Integrations are created through our Developer Console, your own developer portal allowing you to build and publish apps on the Marketplace.
To read more about how to develop integrations for HelpDesk, go to the Building HelpDesk apps tutorial.
The license describes a customer account. Contains:
Returns list of licenses. Normally it contains only one element.
ID | integer Unique account identifier |
createdAt | string Time of creation |
createdBy | string Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string Time of last modification |
updatedBy | string Modification author identifier |
defaultTeamID | string Default team |
defaultTemplateID | string <uuid> Default template ID |
object | |
object | |
object | |
detectedLanguages | Array of any Items Enum: "none" "af" "als" "am" "an" "ar" "arz" "as" "ast" "av" "az" "azb" "ba" "bar" "bcl" "be" "bg" "bh" "bn" "bo" "bpy" "br" "bs" "bxr" "ca" "cbk" "ce" "ceb" "ckb" "co" "cs" "cv" "cy" "da" "de" "diq" "dsb" "dty" "dv" "el" "eml" "en" "eo" "es" "et" "eu" "fa" "fi" "fr" "frr" "fy" "ga" "gd" "gl" "gn" "gom" "gu" "gv" "he" "hi" "hif" "hr" "hsb" "ht" "hu" "hy" "ia" "id" "ie" "ilo" "io" "is" "it" "ja" "jbo" "jv" "ka" "kk" "km" "kn" "ko" "krc" "ku" "kv" "kw" "ky" "la" "lb" "lez" "li" "lmo" "lo" "lrc" "lt" "lv" "mai" "mg" "mhr" "min" "mk" "ml" "mn" "mr" "mrj" "ms" "mt" "mwl" "my" "myv" "mzn" "nah" "nap" "nds" "ne" "new" "nl" "nn" "no" "oc" "or" "os" "pa" "pam" "pfl" "pl" "pms" "pnb" "ps" "pt" "qu" "rm" "ro" "ru" "rue" "sa" "sah" "sc" "scn" "sco" "sd" "sh" "si" "sk" "sl" "so" "sq" "sr" "su" "sv" "sw" "ta" "te" "tg" "th" "tk" "tl" "tr" "tt" "tyv" "ug" "uk" "ur" "uz" "vec" "vep" "vi" "vls" "vo" "wa" "war" "wuu" "xal" "xmf" "yi" "yo" "yue" "zh" List of detected languages in tickets |
[- {
- "ID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "defaultTeamID": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "defaultTemplateID": "6712e8a9-3401-4ed3-9662-944aa6be817f",
- "flags": {
- "defaultInboxUsed": false
}, - "settings": {
- "companyName": "Weyland-Yutani",
- "externalTickets": true,
- "ticketThread": true,
- "maxSubscriptionsPerSocket": 0,
- "defaultMailboxDescription": "string",
- "maxChildTicketsPerTicket": 0,
- "poweredByFooter": true
}, - "source": {
- "utmSource": "string",
- "utmMedium": "string",
- "utmCampaign": "string",
- "utmContent": "string",
- "utmTerm": "string",
- "referrer": "string",
- "landingPage": "string",
- "sourceURL": "string",
- "sourceID": "string",
- "sourceType": "string"
}, - "detectedLanguages": [
- "none"
]
}
]
Creates new license object. Only required during first app login after account in HelpDesk Accounts has been created.
planCode required | string Enum: "hd-team1m" "hd-team3m" "hd-team12m" "hd-team36m" "hd-enterprise1m" "hd-enterprise3m" "hd-enterprise6m" "hd-enterprise12m" "hd-enterprise24m" "hd-enterprise36m" |
couponCode | string |
object (source) |
ID | integer Unique account identifier |
createdAt | string Time of creation |
createdBy | string Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string Time of last modification |
updatedBy | string Modification author identifier |
defaultTeamID | string Default team |
defaultTemplateID | string <uuid> Default template ID |
object | |
object | |
object | |
detectedLanguages | Array of any Items Enum: "none" "af" "als" "am" "an" "ar" "arz" "as" "ast" "av" "az" "azb" "ba" "bar" "bcl" "be" "bg" "bh" "bn" "bo" "bpy" "br" "bs" "bxr" "ca" "cbk" "ce" "ceb" "ckb" "co" "cs" "cv" "cy" "da" "de" "diq" "dsb" "dty" "dv" "el" "eml" "en" "eo" "es" "et" "eu" "fa" "fi" "fr" "frr" "fy" "ga" "gd" "gl" "gn" "gom" "gu" "gv" "he" "hi" "hif" "hr" "hsb" "ht" "hu" "hy" "ia" "id" "ie" "ilo" "io" "is" "it" "ja" "jbo" "jv" "ka" "kk" "km" "kn" "ko" "krc" "ku" "kv" "kw" "ky" "la" "lb" "lez" "li" "lmo" "lo" "lrc" "lt" "lv" "mai" "mg" "mhr" "min" "mk" "ml" "mn" "mr" "mrj" "ms" "mt" "mwl" "my" "myv" "mzn" "nah" "nap" "nds" "ne" "new" "nl" "nn" "no" "oc" "or" "os" "pa" "pam" "pfl" "pl" "pms" "pnb" "ps" "pt" "qu" "rm" "ro" "ru" "rue" "sa" "sah" "sc" "scn" "sco" "sd" "sh" "si" "sk" "sl" "so" "sq" "sr" "su" "sv" "sw" "ta" "te" "tg" "th" "tk" "tl" "tr" "tt" "tyv" "ug" "uk" "ur" "uz" "vec" "vep" "vi" "vls" "vo" "wa" "war" "wuu" "xal" "xmf" "yi" "yo" "yue" "zh" List of detected languages in tickets |
{- "planCode": "hd-team1m",
- "couponCode": "string",
- "source": {
- "utmSource": "string",
- "utmMedium": "string",
- "utmCampaign": "string",
- "utmContent": "string",
- "utmTerm": "string",
- "referrer": "string",
- "landingPage": "string",
- "sourceURL": "string",
- "sourceID": "string",
- "sourceType": "string"
}
}
{- "ID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "defaultTeamID": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "defaultTemplateID": "6712e8a9-3401-4ed3-9662-944aa6be817f",
- "flags": {
- "defaultInboxUsed": false
}, - "settings": {
- "companyName": "Weyland-Yutani",
- "externalTickets": true,
- "ticketThread": true,
- "maxSubscriptionsPerSocket": 0,
- "defaultMailboxDescription": "string",
- "maxChildTicketsPerTicket": 0,
- "poweredByFooter": true
}, - "source": {
- "utmSource": "string",
- "utmMedium": "string",
- "utmCampaign": "string",
- "utmContent": "string",
- "utmTerm": "string",
- "referrer": "string",
- "landingPage": "string",
- "sourceURL": "string",
- "sourceID": "string",
- "sourceType": "string"
}, - "detectedLanguages": [
- "none"
]
}
Returns license data by licenseID
.
licenseID required | string |
ID | integer Unique account identifier |
createdAt | string Time of creation |
createdBy | string Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string Time of last modification |
updatedBy | string Modification author identifier |
defaultTeamID | string Default team |
defaultTemplateID | string <uuid> Default template ID |
object | |
object | |
object | |
detectedLanguages | Array of any Items Enum: "none" "af" "als" "am" "an" "ar" "arz" "as" "ast" "av" "az" "azb" "ba" "bar" "bcl" "be" "bg" "bh" "bn" "bo" "bpy" "br" "bs" "bxr" "ca" "cbk" "ce" "ceb" "ckb" "co" "cs" "cv" "cy" "da" "de" "diq" "dsb" "dty" "dv" "el" "eml" "en" "eo" "es" "et" "eu" "fa" "fi" "fr" "frr" "fy" "ga" "gd" "gl" "gn" "gom" "gu" "gv" "he" "hi" "hif" "hr" "hsb" "ht" "hu" "hy" "ia" "id" "ie" "ilo" "io" "is" "it" "ja" "jbo" "jv" "ka" "kk" "km" "kn" "ko" "krc" "ku" "kv" "kw" "ky" "la" "lb" "lez" "li" "lmo" "lo" "lrc" "lt" "lv" "mai" "mg" "mhr" "min" "mk" "ml" "mn" "mr" "mrj" "ms" "mt" "mwl" "my" "myv" "mzn" "nah" "nap" "nds" "ne" "new" "nl" "nn" "no" "oc" "or" "os" "pa" "pam" "pfl" "pl" "pms" "pnb" "ps" "pt" "qu" "rm" "ro" "ru" "rue" "sa" "sah" "sc" "scn" "sco" "sd" "sh" "si" "sk" "sl" "so" "sq" "sr" "su" "sv" "sw" "ta" "te" "tg" "th" "tk" "tl" "tr" "tt" "tyv" "ug" "uk" "ur" "uz" "vec" "vep" "vi" "vls" "vo" "wa" "war" "wuu" "xal" "xmf" "yi" "yo" "yue" "zh" List of detected languages in tickets |
{- "ID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "defaultTeamID": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "defaultTemplateID": "6712e8a9-3401-4ed3-9662-944aa6be817f",
- "flags": {
- "defaultInboxUsed": false
}, - "settings": {
- "companyName": "Weyland-Yutani",
- "externalTickets": true,
- "ticketThread": true,
- "maxSubscriptionsPerSocket": 0,
- "defaultMailboxDescription": "string",
- "maxChildTicketsPerTicket": 0,
- "poweredByFooter": true
}, - "source": {
- "utmSource": "string",
- "utmMedium": "string",
- "utmCampaign": "string",
- "utmContent": "string",
- "utmTerm": "string",
- "referrer": "string",
- "landingPage": "string",
- "sourceURL": "string",
- "sourceID": "string",
- "sourceType": "string"
}, - "detectedLanguages": [
- "none"
]
}
Allows changing license settings:
licenseID required | string |
defaultTeamID | string (defaultTeamID) Default team |
defaultTemplateID | string <uuid> (defaultTemplateID) Default template ID |
object (properties-settings) |
ID | integer Unique account identifier |
createdAt | string Time of creation |
createdBy | string Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string Time of last modification |
updatedBy | string Modification author identifier |
defaultTeamID | string Default team |
defaultTemplateID | string <uuid> Default template ID |
object | |
object | |
object | |
detectedLanguages | Array of any Items Enum: "none" "af" "als" "am" "an" "ar" "arz" "as" "ast" "av" "az" "azb" "ba" "bar" "bcl" "be" "bg" "bh" "bn" "bo" "bpy" "br" "bs" "bxr" "ca" "cbk" "ce" "ceb" "ckb" "co" "cs" "cv" "cy" "da" "de" "diq" "dsb" "dty" "dv" "el" "eml" "en" "eo" "es" "et" "eu" "fa" "fi" "fr" "frr" "fy" "ga" "gd" "gl" "gn" "gom" "gu" "gv" "he" "hi" "hif" "hr" "hsb" "ht" "hu" "hy" "ia" "id" "ie" "ilo" "io" "is" "it" "ja" "jbo" "jv" "ka" "kk" "km" "kn" "ko" "krc" "ku" "kv" "kw" "ky" "la" "lb" "lez" "li" "lmo" "lo" "lrc" "lt" "lv" "mai" "mg" "mhr" "min" "mk" "ml" "mn" "mr" "mrj" "ms" "mt" "mwl" "my" "myv" "mzn" "nah" "nap" "nds" "ne" "new" "nl" "nn" "no" "oc" "or" "os" "pa" "pam" "pfl" "pl" "pms" "pnb" "ps" "pt" "qu" "rm" "ro" "ru" "rue" "sa" "sah" "sc" "scn" "sco" "sd" "sh" "si" "sk" "sl" "so" "sq" "sr" "su" "sv" "sw" "ta" "te" "tg" "th" "tk" "tl" "tr" "tt" "tyv" "ug" "uk" "ur" "uz" "vec" "vep" "vi" "vls" "vo" "wa" "war" "wuu" "xal" "xmf" "yi" "yo" "yue" "zh" List of detected languages in tickets |
{- "defaultTeamID": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "defaultTemplateID": "6712e8a9-3401-4ed3-9662-944aa6be817f",
- "settings": {
- "companyName": "Weyland-Yutani",
- "externalTickets": true,
- "ticketThread": true,
- "maxSubscriptionsPerSocket": 0,
- "defaultMailboxDescription": "string",
- "maxChildTicketsPerTicket": 0,
- "poweredByFooter": true
}
}
{- "ID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "defaultTeamID": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "defaultTemplateID": "6712e8a9-3401-4ed3-9662-944aa6be817f",
- "flags": {
- "defaultInboxUsed": false
}, - "settings": {
- "companyName": "Weyland-Yutani",
- "externalTickets": true,
- "ticketThread": true,
- "maxSubscriptionsPerSocket": 0,
- "defaultMailboxDescription": "string",
- "maxChildTicketsPerTicket": 0,
- "poweredByFooter": true
}, - "source": {
- "utmSource": "string",
- "utmMedium": "string",
- "utmCampaign": "string",
- "utmContent": "string",
- "utmTerm": "string",
- "referrer": "string",
- "landingPage": "string",
- "sourceURL": "string",
- "sourceID": "string",
- "sourceType": "string"
}, - "detectedLanguages": [
- "none"
]
}
Sends email with instructions on setting up email forwarding.
licenseID required | string |
email required | string |
{- "email": "string"
}
"string"
Agent represent single agent account on a license. Contains:
owner
, normal
, viewer
)ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
roles | Array of strings Items Enum: "owner" "normal" "viewer" |
teamIDs | Array of strings List of teams that agent is a member of |
string Agent's email | |
name | string Full name |
status | string Enum: "active" "invited" Account status |
avatar | string Avatar URL |
jobTitle | string Job title |
object | |
object | |
autoassignment | boolean Enable autoassignment for the agent |
autoassignmentTeamIDs | Array of strings List of teams from which an agent can be auto-assigned |
object (schemas) |
[- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "roles": [
- "owner"
], - "teamIDs": [
- "f56caf69-3f05-4386-9567-fdc909d7ad77"
], - "email": "john@helpdesk.com",
- "name": "John HelpDesk",
- "status": "active",
- "jobTitle": null,
- "flags": {
- "visitedWelcomeTutorial": true
}, - "settings": {
- "emailNotificationsActive": true,
- "webpushNotificationsActive": "always"
}, - "autoassignment": true,
- "autoassignmentTeamIDs": [
- "9dd9e888-b42e-46c1-aa63-20cb5354c28c"
], - "signature": {
- "text": "Best regards,\nJohn // LiveChat, Inc.\n",
- "richTextObj": [
- {
- "type": "paragraph"
}, - {
- "children": [
- {
- "text": "Best regards,"
}, - {
- "type": "paragraph"
}, - {
- "children": null
}, - {
- "text": "Jogn // LiveChat, Inc."
}
]
}
], - "attachments": [
- {
- "url": "string",
- "cid": "string",
- "name": "string",
- "size": 0,
- "type": "string",
- "sha256": "string",
- "token": "string"
}
]
}
}
]
roles required | Array of strings Items Enum: "owner" "normal" "viewer" |
teamIDs | Array of strings List of teams that agent is a member of |
email required | string Agent's email |
name | string Full name |
status | string Enum: "active" "invited" Account status |
avatar | string Avatar URL |
jobTitle | string Job title |
object | |
object | |
autoassignment | boolean Enable autoassignment for the agent |
autoassignmentTeamIDs | Array of strings List of teams from which an agent can be auto-assigned |
object (SignatureBase) | |
transactionID | string <uuid> (transactionID) Attachment transaction ID. Used when setting signature that includes attachmets |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
roles | Array of strings Items Enum: "owner" "normal" "viewer" |
teamIDs | Array of strings List of teams that agent is a member of |
string Agent's email | |
name | string Full name |
status | string Enum: "active" "invited" Account status |
avatar | string Avatar URL |
jobTitle | string Job title |
object | |
object | |
autoassignment | boolean Enable autoassignment for the agent |
autoassignmentTeamIDs | Array of strings List of teams from which an agent can be auto-assigned |
object (schemas) |
{- "roles": [
- "owner"
], - "teamIDs": [
- "f56caf69-3f05-4386-9567-fdc909d7ad77"
], - "email": "john@helpdesk.com",
- "name": "John HelpDesk",
- "status": "active",
- "jobTitle": null,
- "flags": {
- "visitedWelcomeTutorial": true
}, - "settings": {
- "emailNotificationsActive": true,
- "webpushNotificationsActive": "always"
}, - "autoassignment": true,
- "autoassignmentTeamIDs": [
- "9dd9e888-b42e-46c1-aa63-20cb5354c28c"
], - "signature": {
- "text": "Best regards,\nJohn // LiveChat, Inc.\n",
- "richTextObj": [
- {
- "type": "paragraph"
}, - {
- "children": [
- {
- "text": "Best regards,"
}, - {
- "type": "paragraph"
}, - {
- "children": null
}, - {
- "text": "Jogn // LiveChat, Inc."
}
]
}
]
}, - "transactionID": "050340e4-82de-4a2a-a1c4-724dfaf66cec"
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "roles": [
- "owner"
], - "teamIDs": [
- "f56caf69-3f05-4386-9567-fdc909d7ad77"
], - "email": "john@helpdesk.com",
- "name": "John HelpDesk",
- "status": "active",
- "jobTitle": null,
- "flags": {
- "visitedWelcomeTutorial": true
}, - "settings": {
- "emailNotificationsActive": true,
- "webpushNotificationsActive": "always"
}, - "autoassignment": true,
- "autoassignmentTeamIDs": [
- "9dd9e888-b42e-46c1-aa63-20cb5354c28c"
], - "signature": {
- "text": "Best regards,\nJohn // LiveChat, Inc.\n",
- "richTextObj": [
- {
- "type": "paragraph"
}, - {
- "children": [
- {
- "text": "Best regards,"
}, - {
- "type": "paragraph"
}, - {
- "children": null
}, - {
- "text": "Jogn // LiveChat, Inc."
}
]
}
], - "attachments": [
- {
- "url": "string",
- "cid": "string",
- "name": "string",
- "size": 0,
- "type": "string",
- "sha256": "string",
- "token": "string"
}
]
}
}
ids | Array of strings <uuid> (ID) |
object (AgentUpdateBatch) |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
roles | Array of strings Items Enum: "owner" "normal" "viewer" |
teamIDs | Array of strings List of teams that agent is a member of |
string Agent's email | |
name | string Full name |
status | string Enum: "active" "invited" Account status |
avatar | string Avatar URL |
jobTitle | string Job title |
object | |
object | |
autoassignment | boolean Enable autoassignment for the agent |
autoassignmentTeamIDs | Array of strings List of teams from which an agent can be auto-assigned |
object (schemas) |
{- "ids": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "fields": {
- "teamIDs": [
- "f56caf69-3f05-4386-9567-fdc909d7ad77"
], - "flags": {
- "visitedWelcomeTutorial": true
}, - "settings": {
- "emailNotificationsActive": true,
- "webpushNotificationsActive": "always"
}
}
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "roles": [
- "owner"
], - "teamIDs": [
- "f56caf69-3f05-4386-9567-fdc909d7ad77"
], - "email": "john@helpdesk.com",
- "name": "John HelpDesk",
- "status": "active",
- "jobTitle": null,
- "flags": {
- "visitedWelcomeTutorial": true
}, - "settings": {
- "emailNotificationsActive": true,
- "webpushNotificationsActive": "always"
}, - "autoassignment": true,
- "autoassignmentTeamIDs": [
- "9dd9e888-b42e-46c1-aa63-20cb5354c28c"
], - "signature": {
- "text": "Best regards,\nJohn // LiveChat, Inc.\n",
- "richTextObj": [
- {
- "type": "paragraph"
}, - {
- "children": [
- {
- "text": "Best regards,"
}, - {
- "type": "paragraph"
}, - {
- "children": null
}, - {
- "text": "Jogn // LiveChat, Inc."
}
]
}
], - "attachments": [
- {
- "url": "string",
- "cid": "string",
- "name": "string",
- "size": 0,
- "type": "string",
- "sha256": "string",
- "token": "string"
}
]
}
}
agentID required | string |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
roles | Array of strings Items Enum: "owner" "normal" "viewer" |
teamIDs | Array of strings List of teams that agent is a member of |
string Agent's email | |
name | string Full name |
status | string Enum: "active" "invited" Account status |
avatar | string Avatar URL |
jobTitle | string Job title |
object | |
object | |
autoassignment | boolean Enable autoassignment for the agent |
autoassignmentTeamIDs | Array of strings List of teams from which an agent can be auto-assigned |
object (schemas) |
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "roles": [
- "owner"
], - "teamIDs": [
- "f56caf69-3f05-4386-9567-fdc909d7ad77"
], - "email": "john@helpdesk.com",
- "name": "John HelpDesk",
- "status": "active",
- "jobTitle": null,
- "flags": {
- "visitedWelcomeTutorial": true
}, - "settings": {
- "emailNotificationsActive": true,
- "webpushNotificationsActive": "always"
}, - "autoassignment": true,
- "autoassignmentTeamIDs": [
- "9dd9e888-b42e-46c1-aa63-20cb5354c28c"
], - "signature": {
- "text": "Best regards,\nJohn // LiveChat, Inc.\n",
- "richTextObj": [
- {
- "type": "paragraph"
}, - {
- "children": [
- {
- "text": "Best regards,"
}, - {
- "type": "paragraph"
}, - {
- "children": null
}, - {
- "text": "Jogn // LiveChat, Inc."
}
]
}
], - "attachments": [
- {
- "url": "string",
- "cid": "string",
- "name": "string",
- "size": 0,
- "type": "string",
- "sha256": "string",
- "token": "string"
}
]
}
}
agentID required | string |
name | string (name) Full name |
object (SignatureBase) | |
jobTitle | string (jobTitle) Job title |
avatar | string (avatar) Avatar URL |
roles | Array of strings (roles) Items Enum: "owner" "normal" "viewer" |
teamIDs | Array of strings (teamIDs) List of teams that agent is a member of |
object (flags) | |
object (settings) | |
transactionID | string <uuid> Attachment transaction ID. Used when setting signature that includes attachmets |
autoassignment | boolean (autoassignment) Enable autoassignment for the agent |
autoassignmentTeamIDs | Array of strings (autoassignmentTeamIDs) List of teams from which an agent can be auto-assigned |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
roles | Array of strings Items Enum: "owner" "normal" "viewer" |
teamIDs | Array of strings List of teams that agent is a member of |
string Agent's email | |
name | string Full name |
status | string Enum: "active" "invited" Account status |
avatar | string Avatar URL |
jobTitle | string Job title |
object | |
object | |
autoassignment | boolean Enable autoassignment for the agent |
autoassignmentTeamIDs | Array of strings List of teams from which an agent can be auto-assigned |
object (schemas) |
{- "name": "John HelpDesk",
- "signature": {
- "text": "Best regards,\nJohn // LiveChat, Inc.\n",
- "richTextObj": [
- {
- "type": "paragraph"
}, - {
- "children": [
- {
- "text": "Best regards,"
}, - {
- "type": "paragraph"
}, - {
- "children": null
}, - {
- "text": "Jogn // LiveChat, Inc."
}
]
}
]
}, - "jobTitle": null,
- "roles": [
- "owner"
], - "teamIDs": [
- "f56caf69-3f05-4386-9567-fdc909d7ad77"
], - "flags": {
- "visitedWelcomeTutorial": true
}, - "settings": {
- "emailNotificationsActive": true,
- "webpushNotificationsActive": "always"
}, - "transactionID": "050340e4-82de-4a2a-a1c4-724dfaf66cec",
- "autoassignment": true,
- "autoassignmentTeamIDs": [
- "9dd9e888-b42e-46c1-aa63-20cb5354c28c"
]
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "roles": [
- "owner"
], - "teamIDs": [
- "f56caf69-3f05-4386-9567-fdc909d7ad77"
], - "email": "john@helpdesk.com",
- "name": "John HelpDesk",
- "status": "active",
- "jobTitle": null,
- "flags": {
- "visitedWelcomeTutorial": true
}, - "settings": {
- "emailNotificationsActive": true,
- "webpushNotificationsActive": "always"
}, - "autoassignment": true,
- "autoassignmentTeamIDs": [
- "9dd9e888-b42e-46c1-aa63-20cb5354c28c"
], - "signature": {
- "text": "Best regards,\nJohn // LiveChat, Inc.\n",
- "richTextObj": [
- {
- "type": "paragraph"
}, - {
- "children": [
- {
- "text": "Best regards,"
}, - {
- "type": "paragraph"
}, - {
- "children": null
}, - {
- "text": "Jogn // LiveChat, Inc."
}
]
}
], - "attachments": [
- {
- "url": "string",
- "cid": "string",
- "name": "string",
- "size": 0,
- "type": "string",
- "sha256": "string",
- "token": "string"
}
]
}
}
Subscription represent currently selected plan and number of paid agent slots. Changing these parameters will cuase credit card to be charged.
planCodes[] | Array of strings (PlanCode) Items Enum: "hd-team1m" "hd-team3m" "hd-team12m" "hd-team36m" "hd-enterprise1m" "hd-enterprise3m" "hd-enterprise6m" "hd-enterprise12m" "hd-enterprise24m" "hd-enterprise36m" Plan codes |
state | string (SubscriptionState) Enum: "active" "expired" "canceled" "future" "pending" Subscription state |
state | string (SubscriptionState) Enum: "active" "expired" "canceled" "future" "pending" Subscription state |
quantity | integer Number of agents possible |
subscriptionID | string <uuid> Subscription ID |
licenseID | integer License ID |
planCode | string (PlanCode) Enum: "hd-team1m" "hd-team3m" "hd-team12m" "hd-team36m" "hd-enterprise1m" "hd-enterprise3m" "hd-enterprise6m" "hd-enterprise12m" "hd-enterprise24m" "hd-enterprise36m" HelpDesk plan code |
unitAmountInCents | integer Price per agent in cents |
activatedAt | string <date-time> Time of activation |
cancelledAt | string or null <date-time> Time of cancelation |
expiresAt | string or null <date-time> Time of expiration |
trialStartedAt | string or null <date-time> Time of trial start |
trialEndsAt | string or null <date-time> Time of trial end |
currentPeriodStartedAt | string <date-time> Time of current period start |
currentPeriodEndsAt | string <date-time> Time of current period end |
createdAt | string <date-time> Time of creation |
updatedAt | string <date-time> Time of last update |
[- {
- "state": "active",
- "quantity": 12,
- "subscriptionID": "b20f93c2-9e52-457b-abd0-e2d56490a4e6",
- "licenseID": 1338,
- "planCode": "hd-team1m",
- "unitAmountInCents": 2400,
- "activatedAt": "2019-08-14T13:18:20Z",
- "cancelledAt": "2019-08-14T13:18:20Z",
- "expiresAt": "2019-08-14T13:18:20Z",
- "trialStartedAt": "2019-08-14T13:18:20Z",
- "trialEndsAt": "2019-08-14T13:18:20Z",
- "currentPeriodStartedAt": "2019-08-14T13:18:20Z",
- "currentPeriodEndsAt": "2019-08-14T13:18:20Z",
- "createdAt": "2019-08-14T13:18:20Z",
- "updatedAt": "2019-08-14T13:18:20Z"
}
]
planCode required | string (PlanCode) Enum: "hd-team1m" "hd-team3m" "hd-team12m" "hd-team36m" "hd-enterprise1m" "hd-enterprise3m" "hd-enterprise6m" "hd-enterprise12m" "hd-enterprise24m" "hd-enterprise36m" HelpDesk plan code |
quantity required | integer Number of agents possible |
couponCode | string Discount code |
state | string (SubscriptionState) Enum: "active" "expired" "canceled" "future" "pending" Subscription state |
quantity | integer Number of agents possible |
subscriptionID | string <uuid> Subscription ID |
licenseID | integer License ID |
planCode | string (PlanCode) Enum: "hd-team1m" "hd-team3m" "hd-team12m" "hd-team36m" "hd-enterprise1m" "hd-enterprise3m" "hd-enterprise6m" "hd-enterprise12m" "hd-enterprise24m" "hd-enterprise36m" HelpDesk plan code |
unitAmountInCents | integer Price per agent in cents |
activatedAt | string <date-time> Time of activation |
cancelledAt | string or null <date-time> Time of cancelation |
expiresAt | string or null <date-time> Time of expiration |
trialStartedAt | string or null <date-time> Time of trial start |
trialEndsAt | string or null <date-time> Time of trial end |
currentPeriodStartedAt | string <date-time> Time of current period start |
currentPeriodEndsAt | string <date-time> Time of current period end |
createdAt | string <date-time> Time of creation |
updatedAt | string <date-time> Time of last update |
{- "planCode": "hd-team1m",
- "quantity": 0,
- "couponCode": "string"
}
{- "state": "active",
- "quantity": 12,
- "subscriptionID": "b20f93c2-9e52-457b-abd0-e2d56490a4e6",
- "licenseID": 1338,
- "planCode": "hd-team1m",
- "unitAmountInCents": 2400,
- "activatedAt": "2019-08-14T13:18:20Z",
- "cancelledAt": "2019-08-14T13:18:20Z",
- "expiresAt": "2019-08-14T13:18:20Z",
- "trialStartedAt": "2019-08-14T13:18:20Z",
- "trialEndsAt": "2019-08-14T13:18:20Z",
- "currentPeriodStartedAt": "2019-08-14T13:18:20Z",
- "currentPeriodEndsAt": "2019-08-14T13:18:20Z",
- "createdAt": "2019-08-14T13:18:20Z",
- "updatedAt": "2019-08-14T13:18:20Z"
}
subscriptionID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
planCode | string (PlanCode) Enum: "hd-team1m" "hd-team3m" "hd-team12m" "hd-team36m" "hd-enterprise1m" "hd-enterprise3m" "hd-enterprise6m" "hd-enterprise12m" "hd-enterprise24m" "hd-enterprise36m" HelpDesk plan code |
quantity | integer Number of agents possible |
couponCode | string Discount code |
state | string (SubscriptionState) Enum: "active" "expired" "canceled" "future" "pending" Subscription state |
quantity | integer Number of agents possible |
subscriptionID | string <uuid> Subscription ID |
licenseID | integer License ID |
planCode | string (PlanCode) Enum: "hd-team1m" "hd-team3m" "hd-team12m" "hd-team36m" "hd-enterprise1m" "hd-enterprise3m" "hd-enterprise6m" "hd-enterprise12m" "hd-enterprise24m" "hd-enterprise36m" HelpDesk plan code |
unitAmountInCents | integer Price per agent in cents |
activatedAt | string <date-time> Time of activation |
cancelledAt | string or null <date-time> Time of cancelation |
expiresAt | string or null <date-time> Time of expiration |
trialStartedAt | string or null <date-time> Time of trial start |
trialEndsAt | string or null <date-time> Time of trial end |
currentPeriodStartedAt | string <date-time> Time of current period start |
currentPeriodEndsAt | string <date-time> Time of current period end |
createdAt | string <date-time> Time of creation |
updatedAt | string <date-time> Time of last update |
{- "planCode": "hd-team1m",
- "quantity": 0,
- "couponCode": "string"
}
{- "state": "active",
- "quantity": 12,
- "subscriptionID": "b20f93c2-9e52-457b-abd0-e2d56490a4e6",
- "licenseID": 1338,
- "planCode": "hd-team1m",
- "unitAmountInCents": 2400,
- "activatedAt": "2019-08-14T13:18:20Z",
- "cancelledAt": "2019-08-14T13:18:20Z",
- "expiresAt": "2019-08-14T13:18:20Z",
- "trialStartedAt": "2019-08-14T13:18:20Z",
- "trialEndsAt": "2019-08-14T13:18:20Z",
- "currentPeriodStartedAt": "2019-08-14T13:18:20Z",
- "currentPeriodEndsAt": "2019-08-14T13:18:20Z",
- "createdAt": "2019-08-14T13:18:20Z",
- "updatedAt": "2019-08-14T13:18:20Z"
}
subscriptionID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
state | string (SubscriptionState) Enum: "active" "expired" "canceled" "future" "pending" Subscription state |
quantity | integer Number of agents possible |
subscriptionID | string <uuid> Subscription ID |
licenseID | integer License ID |
planCode | string (PlanCode) Enum: "hd-team1m" "hd-team3m" "hd-team12m" "hd-team36m" "hd-enterprise1m" "hd-enterprise3m" "hd-enterprise6m" "hd-enterprise12m" "hd-enterprise24m" "hd-enterprise36m" HelpDesk plan code |
unitAmountInCents | integer Price per agent in cents |
activatedAt | string <date-time> Time of activation |
cancelledAt | string or null <date-time> Time of cancelation |
expiresAt | string or null <date-time> Time of expiration |
trialStartedAt | string or null <date-time> Time of trial start |
trialEndsAt | string or null <date-time> Time of trial end |
currentPeriodStartedAt | string <date-time> Time of current period start |
currentPeriodEndsAt | string <date-time> Time of current period end |
createdAt | string <date-time> Time of creation |
updatedAt | string <date-time> Time of last update |
{- "state": "active",
- "quantity": 12,
- "subscriptionID": "b20f93c2-9e52-457b-abd0-e2d56490a4e6",
- "licenseID": 1338,
- "planCode": "hd-team1m",
- "unitAmountInCents": 2400,
- "activatedAt": "2019-08-14T13:18:20Z",
- "cancelledAt": "2019-08-14T13:18:20Z",
- "expiresAt": "2019-08-14T13:18:20Z",
- "trialStartedAt": "2019-08-14T13:18:20Z",
- "trialEndsAt": "2019-08-14T13:18:20Z",
- "currentPeriodStartedAt": "2019-08-14T13:18:20Z",
- "currentPeriodEndsAt": "2019-08-14T13:18:20Z",
- "createdAt": "2019-08-14T13:18:20Z",
- "updatedAt": "2019-08-14T13:18:20Z"
}
subscriptionID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
state | string (SubscriptionState) Enum: "active" "expired" "canceled" "future" "pending" Subscription state |
quantity | integer Number of agents possible |
subscriptionID | string <uuid> Subscription ID |
licenseID | integer License ID |
planCode | string (PlanCode) Enum: "hd-team1m" "hd-team3m" "hd-team12m" "hd-team36m" "hd-enterprise1m" "hd-enterprise3m" "hd-enterprise6m" "hd-enterprise12m" "hd-enterprise24m" "hd-enterprise36m" HelpDesk plan code |
unitAmountInCents | integer Price per agent in cents |
activatedAt | string <date-time> Time of activation |
cancelledAt | string or null <date-time> Time of cancelation |
expiresAt | string or null <date-time> Time of expiration |
trialStartedAt | string or null <date-time> Time of trial start |
trialEndsAt | string or null <date-time> Time of trial end |
currentPeriodStartedAt | string <date-time> Time of current period start |
currentPeriodEndsAt | string <date-time> Time of current period end |
createdAt | string <date-time> Time of creation |
updatedAt | string <date-time> Time of last update |
{- "state": "active",
- "quantity": 12,
- "subscriptionID": "b20f93c2-9e52-457b-abd0-e2d56490a4e6",
- "licenseID": 1338,
- "planCode": "hd-team1m",
- "unitAmountInCents": 2400,
- "activatedAt": "2019-08-14T13:18:20Z",
- "cancelledAt": "2019-08-14T13:18:20Z",
- "expiresAt": "2019-08-14T13:18:20Z",
- "trialStartedAt": "2019-08-14T13:18:20Z",
- "trialEndsAt": "2019-08-14T13:18:20Z",
- "currentPeriodStartedAt": "2019-08-14T13:18:20Z",
- "currentPeriodEndsAt": "2019-08-14T13:18:20Z",
- "createdAt": "2019-08-14T13:18:20Z",
- "updatedAt": "2019-08-14T13:18:20Z"
}
Teams group agents. Every ticket is always assigned to specific team. At any given time one of the teams has to be designated as a default (fallback) team.
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
name | string Team name |
object | |
replyAddressID | string <uuid> Reply address ID |
replyName | string From name visible in reply email |
templateID | string <uuid> Template ID |
integrations | object External integrations data |
[- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "name": "Sales team",
- "settings": {
- "notifyTeamAboutRequestersActivity": true,
- "notifyTeamAboutAssignedTicket": true,
- "unauthReplyCreatesNewTicket": false,
- "tagReminder": true
}, - "replyAddressID": "9dd9e888-b42e-46c1-aa63-20cb5354c28c",
- "replyName": "Company / Support",
- "templateID": "6712e8a9-3401-4ed3-9662-944aa6be817f",
- "integrations": { }
}
]
name required | string Team name |
object | |
replyAddressID | string <uuid> Reply address ID |
replyName | string From name visible in reply email |
templateID | string <uuid> Template ID |
autoassignmentAgentIDs | Array of strings <uuid> List of agents that will be considered for ticket assignment within the team. |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
name | string Team name |
object | |
replyAddressID | string <uuid> Reply address ID |
replyName | string From name visible in reply email |
templateID | string <uuid> Template ID |
integrations | object External integrations data |
{- "name": "Sales team",
- "settings": {
- "notifyTeamAboutRequestersActivity": true,
- "notifyTeamAboutAssignedTicket": true,
- "unauthReplyCreatesNewTicket": false,
- "tagReminder": true
}, - "replyAddressID": "9dd9e888-b42e-46c1-aa63-20cb5354c28c",
- "replyName": "Company / Support",
- "templateID": "6712e8a9-3401-4ed3-9662-944aa6be817f",
- "autoassignmentAgentIDs": [
- "9dd9e888-b42e-46c1-aa63-20cb5354c28c"
]
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "name": "Sales team",
- "settings": {
- "notifyTeamAboutRequestersActivity": true,
- "notifyTeamAboutAssignedTicket": true,
- "unauthReplyCreatesNewTicket": false,
- "tagReminder": true
}, - "replyAddressID": "9dd9e888-b42e-46c1-aa63-20cb5354c28c",
- "replyName": "Company / Support",
- "templateID": "6712e8a9-3401-4ed3-9662-944aa6be817f",
- "integrations": { }
}
ids required | Array of strings <uuid> (ID) Teams to update |
required | object Fields to update |
object (schemas) |
{- "ids": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "fields": {
- "replyAddressID": "9dd9e888-b42e-46c1-aa63-20cb5354c28c",
- "replyName": "Company / Support",
- "settings": {
- "notifyTeamAboutRequestersActivity": true,
- "notifyTeamAboutAssignedTicket": true,
- "unauthReplyCreatesNewTicket": false,
- "tagReminder": true
}, - "templateID": "6712e8a9-3401-4ed3-9662-944aa6be817f"
}
}
[- {
- "doc": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "name": "Sales team",
- "settings": {
- "notifyTeamAboutRequestersActivity": true,
- "notifyTeamAboutAssignedTicket": true,
- "unauthReplyCreatesNewTicket": false,
- "tagReminder": true
}, - "replyAddressID": "9dd9e888-b42e-46c1-aa63-20cb5354c28c",
- "replyName": "Company / Support",
- "templateID": "6712e8a9-3401-4ed3-9662-944aa6be817f",
- "integrations": { }
}
}
]
teamID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
name | string Team name |
object | |
replyAddressID | string <uuid> Reply address ID |
replyName | string From name visible in reply email |
templateID | string <uuid> Template ID |
integrations | object External integrations data |
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "name": "Sales team",
- "settings": {
- "notifyTeamAboutRequestersActivity": true,
- "notifyTeamAboutAssignedTicket": true,
- "unauthReplyCreatesNewTicket": false,
- "tagReminder": true
}, - "replyAddressID": "9dd9e888-b42e-46c1-aa63-20cb5354c28c",
- "replyName": "Company / Support",
- "templateID": "6712e8a9-3401-4ed3-9662-944aa6be817f",
- "integrations": { }
}
teamID required | string |
name | string (TeamBase-properties-name) Team name |
object (TeamBase-properties-settings) | |
replyAddressID | string <uuid> (replyAddressID) Reply address ID |
replyName | string (replyName) From name visible in reply email |
templateID | string <uuid> (templateID) Template ID |
autoassignmentAgentIDs | Array of strings <uuid> (autoassignmentAgentIDs) List of agents that will be considered for ticket assignment within the team. |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
name | string Team name |
object | |
replyAddressID | string <uuid> Reply address ID |
replyName | string From name visible in reply email |
templateID | string <uuid> Template ID |
integrations | object External integrations data |
{- "name": "Sales team",
- "settings": {
- "notifyTeamAboutRequestersActivity": true,
- "notifyTeamAboutAssignedTicket": true,
- "unauthReplyCreatesNewTicket": false,
- "tagReminder": true
}, - "replyAddressID": "9dd9e888-b42e-46c1-aa63-20cb5354c28c",
- "replyName": "Company / Support",
- "templateID": "6712e8a9-3401-4ed3-9662-944aa6be817f",
- "autoassignmentAgentIDs": [
- "9dd9e888-b42e-46c1-aa63-20cb5354c28c"
]
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "name": "Sales team",
- "settings": {
- "notifyTeamAboutRequestersActivity": true,
- "notifyTeamAboutAssignedTicket": true,
- "unauthReplyCreatesNewTicket": false,
- "tagReminder": true
}, - "replyAddressID": "9dd9e888-b42e-46c1-aa63-20cb5354c28c",
- "replyName": "Company / Support",
- "templateID": "6712e8a9-3401-4ed3-9662-944aa6be817f",
- "integrations": { }
}
Teamplate describes HTML (or Visual) and plaintext version of every email sent to end-user. Templates can be used to customize these messages.
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
name | string Template name |
object | |
type | string Enum: "html" "visual" Template type |
Array of objects (Attachment) Attachment list. Currently only template logo is supported. |
[- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "name": "Main template",
- "content": {
- "text": "string",
- "html": "string",
- "appearance": {
- "<key>": {
- "type": "color",
- "value": null
}
}
}, - "type": "html",
- "attachments": [
- {
- "url": "string",
- "cid": "string",
- "name": "string",
- "size": 0,
- "type": "string",
- "sha256": "string",
- "token": "string"
}
]
}
]
name required | string Template name |
required | object |
type | string Enum: "html" "visual" Template type |
transactionID | string <uuid> References transaction containing uploaded attachment used in template as logo |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
name | string Template name |
object | |
type | string Enum: "html" "visual" Template type |
Array of objects (Attachment) Attachment list. Currently only template logo is supported. |
{- "name": "Main template",
- "content": {
- "text": "string",
- "html": "string",
- "appearance": {
- "<key>": {
- "type": "color",
- "value": null
}
}
}, - "type": "html",
- "transactionID": "050340e4-82de-4a2a-a1c4-724dfaf66cec"
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "name": "Main template",
- "content": {
- "text": "string",
- "html": "string",
- "appearance": {
- "<key>": {
- "type": "color",
- "value": null
}
}
}, - "type": "html",
- "attachments": [
- {
- "url": "string",
- "cid": "string",
- "name": "string",
- "size": 0,
- "type": "string",
- "sha256": "string",
- "token": "string"
}
]
}
templateID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
name | string Template name |
object | |
type | string Enum: "html" "visual" Template type |
Array of objects (Attachment) Attachment list. Currently only template logo is supported. |
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "name": "Main template",
- "content": {
- "text": "string",
- "html": "string",
- "appearance": {
- "<key>": {
- "type": "color",
- "value": null
}
}
}, - "type": "html",
- "attachments": [
- {
- "url": "string",
- "cid": "string",
- "name": "string",
- "size": 0,
- "type": "string",
- "sha256": "string",
- "token": "string"
}
]
}
templateID required | string |
name | string (TemplateBase-properties-name) Template name |
object (content) | |
transactionID | string <uuid> References transaction containing uploaded attachment used in template as logo |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
name | string Template name |
object | |
type | string Enum: "html" "visual" Template type |
Array of objects (Attachment) Attachment list. Currently only template logo is supported. |
{- "name": "Main template",
- "content": {
- "text": "string",
- "html": "string",
- "appearance": {
- "<key>": {
- "type": "color",
- "value": null
}
}
}, - "transactionID": "050340e4-82de-4a2a-a1c4-724dfaf66cec"
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "name": "Main template",
- "content": {
- "text": "string",
- "html": "string",
- "appearance": {
- "<key>": {
- "type": "color",
- "value": null
}
}
}, - "type": "html",
- "attachments": [
- {
- "url": "string",
- "cid": "string",
- "name": "string",
- "size": 0,
- "type": "string",
- "sha256": "string",
- "token": "string"
}
]
}
object (content) | |
type | string (type) Enum: "html" "visual" Template type |
recipients | Array of strings <email> Emails of test message recipients |
{- "content": {
- "text": "string",
- "html": "string",
- "appearance": {
- "<key>": {
- "type": "color",
- "value": null
}
}
}, - "type": "html",
- "recipients": [
- "user@example.com"
]
}
"OK"
object (content) | |
type | string (type) Enum: "html" "visual" Template type |
text | string Template text preview |
html | string Template HTML preview |
{- "content": {
- "text": "string",
- "html": "string",
- "appearance": {
- "<key>": {
- "type": "color",
- "value": null
}
}
}, - "type": "html"
}
{- "text": "string",
- "html": "string"
}
object time range | |
action | string Enum: "create" "update" "delete" Action on entity |
target | string Enum: "agents" "blockedEmails" "cannedResponses" "contactForms" "customFields" "emailDomains" "integrations" "licenses" "macros" "forwardingAddresses" "replyAddresses" "reports" "rules" "screencasts" "tags" "teams" "emailTemplates" "views" "webhooks" "trustedEmails" Entity |
authorType | string Enum: "administrator" "agent" "api" "scheduledTask" "emailMessage" "paymentProvider" "helpdeskSystem" Type of author of action |
authorID | string <uuid> Example: authorID=42e113f9-9353-4e89-9f68-69b92f423b0c authors uuid |
ID | string <uuid> Unique object identifier |
createdAt | string <date-time> Time of creation |
action | string Action on entity |
target | string Entity |
object | |
entityName | string Name of entity |
[- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "createdAt": "2020-04-30T22:02:08.901Z",
- "action": "string",
- "target": "string",
- "author": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "type": "administrator",
- "email": "string",
- "ip": "string",
- "userAgent": "string"
}, - "entityName": "string"
}
]
status | string (TicketStatus) Default: "open" Enum: "open" "pending" "onhold" "solved" "closed" Ticket status |
spam | boolean Default: false Include spam tickets |
subject | string Ticket subject |
customFields | object (TicketCustomFields) Example: order-id=1234 Object with custom fields values, where key is custom fields apiKey. |
customFieldsExist[] | Array of strings Example: customFieldsExist[]=order-id |
teamIDs[] | Array of strings <uuid> (ID) Example: teamIDs[]=42e113f9-9353-4e89-9f68-69b92f423b0c List of teams ticket is visible to |
object | |
hasAssignee | string Enum: "Y" "N" "0" "1" Is agent assigned |
hasParent | string Enum: "Y" "N" "0" "1" Is ticket merged to parent ticket |
hasTags | string Enum: "Y" "N" "0" "1" Are tags present |
shortID | any Ticket short ID |
query | string Full text search query |
parentTicketID | string <uuid> (ID) Example: parentTicketID=42e113f9-9353-4e89-9f68-69b92f423b0c Parent ticket ID |
tagIDs[] | Array of strings <uuid> (ID) Example: tagIDs[]=42e113f9-9353-4e89-9f68-69b92f423b0c Required tags |
ID (string) or string Ticket follower | |
TicketRating (string) or string Ticket rating | |
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20 Ticket priority |
priorityOp | string (TicketPriorityOperator) Default: "eq" Enum: "eq" "gt" "lt" "gte" "lte" Ticket priority operator |
object Ticket assignment | |
language[] | Array of strings Items Enum: "none" "af" "als" "am" "an" "ar" "arz" "as" "ast" "av" "az" "azb" "ba" "bar" "bcl" "be" "bg" "bh" "bn" "bo" "bpy" "br" "bs" "bxr" "ca" "cbk" "ce" "ceb" "ckb" "co" "cs" "cv" "cy" "da" "de" "diq" "dsb" "dty" "dv" "el" "eml" "en" "eo" "es" "et" "eu" "fa" "fi" "fr" "frr" "fy" "ga" "gd" "gl" "gn" "gom" "gu" "gv" "he" "hi" "hif" "hr" "hsb" "ht" "hu" "hy" "ia" "id" "ie" "ilo" "io" "is" "it" "ja" "jbo" "jv" "ka" "kk" "km" "kn" "ko" "krc" "ku" "kv" "kw" "ky" "la" "lb" "lez" "li" "lmo" "lo" "lrc" "lt" "lv" "mai" "mg" "mhr" "min" "mk" "ml" "mn" "mr" "mrj" "ms" "mt" "mwl" "my" "myv" "mzn" "nah" "nap" "nds" "ne" "new" "nl" "nn" "no" "oc" "or" "os" "pa" "pam" "pfl" "pl" "pms" "pnb" "ps" "pt" "qu" "rm" "ro" "ru" "rue" "sa" "sah" "sc" "scn" "sco" "sd" "sh" "si" "sk" "sl" "so" "sq" "sr" "su" "sv" "sw" "ta" "te" "tg" "th" "tk" "tl" "tr" "tt" "tyv" "ug" "uk" "ur" "uz" "vec" "vep" "vi" "vls" "vo" "wa" "war" "wuu" "xal" "xmf" "yi" "yo" "yue" "zh" Required languages or none if not detected |
timezone | string Default: "UTC" Timezone |
silo | string (TicketSilo) Default: "tickets" Enum: "tickets" "archive" "trash" "spam" Ticket silo (folder). Please check ticket silos section for more information |
string or string (RelativeDate) | |
string or string (RelativeDate) | |
string or string (RelativeDate) | |
string or string (RelativeDate) | |
string or string (RelativeDate) | |
string or string (RelativeDate) | |
string or string (RelativeDate) | |
string or string (RelativeDate) | |
string or string (RelativeDate) | |
string or string (RelativeDate) | |
string or string (RelativeDate) | |
string or string (RelativeDate) | |
page | number (page) Default: 1 |
pageSize | number (pageSize) Default: 20 |
order | string (order) Default: "desc" Enum: "asc" "desc" |
sortBy | string (sortBy) Default: "createdAt" Enum: "createdAt" "updatedAt" "lastMessageAt" |
object (next) Search will return items before that ticket | |
object (prev) Search will return items before that ticket |
X-Total-Pages | integer Total number of pages |
X-Total-Results | integer Total number of results |
ID | string <uuid> Unique object identifier | ||||||||||
licenseID | integer Unique account identifier | ||||||||||
createdAt | string <date-time> Time of creation | ||||||||||
createdBy | string <uuid> Creator identifier | ||||||||||
createdByType | string Enum: "agent" "client" "system" Creator type | ||||||||||
updatedAt | string <date-time> Time of last modification | ||||||||||
updatedBy | string <uuid> Modification author identifier | ||||||||||
shortID | string Short ticket ID | ||||||||||
lastMessageAt | string <date-time> Time of last public message | ||||||||||
object or null Parent ticket reference | |||||||||||
Array of objects (TicketChildTicket) Merged ticket reference | |||||||||||
status | string (TicketStatus) Default: "open" Enum: "open" "pending" "onhold" "solved" "closed" Ticket status | ||||||||||
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20
| ||||||||||
subject | string | ||||||||||
teamIDs | Array of strings <uuid> (ID) unique Teams that can access the ticket | ||||||||||
object Ticket requester | |||||||||||
Array of objects unique List of people in the loop | |||||||||||
tagIDs | Array of strings <uuid> (ID) unique List of ticket tags | ||||||||||
followers | Array of strings <uuid> (ID) unique List of ticket followers (agents) | ||||||||||
object Team / agent assignment | |||||||||||
object | |||||||||||
customFields | object (TicketCustomFields) Object with custom fields values, where key is custom fields apiKey. | ||||||||||
ratingRequeestSent | boolean Default: false Has rating request been sent | ||||||||||
object or null (TicketRatingResult) Ticket rating | |||||||||||
silo | string (TicketSilo) Default: "tickets" Enum: "tickets" "archive" "trash" "spam" Ticket silo (folder). Please check ticket silos section for more information | ||||||||||
object (TicketSpam) | |||||||||||
object or object or object or object (TicketSource) | |||||||||||
Array of objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects (TicketEvent) Ticket events | |||||||||||
object or object | |||||||||||
detectedLanguage | string Detected language code |
[- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "shortID": "IIPZGJ",
- "lastMessageAt": "2020-04-30T22:02:08.901Z",
- "parentTicket": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Parent ticket subject"
}, - "childTickets": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Child ticket subject"
}
], - "status": "open",
- "priority": 0,
- "subject": "Ticket subject",
- "teamIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "requester": {
- "email": "string",
- "name": "string"
}, - "cc": [
- {
- "email": "cc@email.com",
- "name": "John Client"
}
], - "tagIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "followers": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "assignment": {
- "team": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "string"
}, - "agent": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "string"
}
}, - "integration": {
- "type": "livechat",
- "referenceType": "string",
- "referenceURL": "string",
- "referenceID": "string"
}, - "customFields": {
- "order-id": "1234"
}, - "ratingRequeestSent": false,
- "rating": {
- "rate": "good",
- "comment": "string",
- "requestedAt": "2019-08-24T14:15:22Z"
}, - "silo": "tickets",
- "spam": {
- "status": false,
- "reason": "licenseBlackList"
}, - "source": {
- "type": "api"
}, - "events": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "source": {
- "type": "api"
}, - "author": {
- "type": "agent",
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "John Agent"
}, - "date": "2019-08-24T14:15:22Z",
- "type": "message",
- "deliveryStatus": { },
- "isPrivate": true,
- "text": "string",
- "richTextHtml": "string",
- "richTextObj": [ ]
}
], - "integrations": {
- "type": "livechat",
- "externalID": "string"
}, - "detectedLanguage": "string"
}
]
lastMessageAt | string <date-time> Time of last public message | ||||||||||
object or null Parent ticket reference | |||||||||||
Array of objects (TicketChildTicket) Merged ticket reference | |||||||||||
status | string (TicketStatus) Default: "open" Enum: "open" "pending" "onhold" "solved" "closed" Ticket status | ||||||||||
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20
| ||||||||||
subject | string | ||||||||||
teamIDs | Array of strings <uuid> (ID) unique Teams that can access the ticket | ||||||||||
required | object | ||||||||||
Array of objects unique List of people in the loop | |||||||||||
tagIDs | Array of strings <uuid> (ID) unique List of ticket tags | ||||||||||
followers | Array of strings <uuid> (ID) unique List of ticket followers (agents) | ||||||||||
object Team / agent assignment | |||||||||||
object | |||||||||||
customFields | object (TicketCustomFields) Object with custom fields values, where key is custom fields apiKey. | ||||||||||
object | |||||||||||
required | object or object | ||||||||||
isPrivate | boolean Default: false Is first message a private message | ||||||||||
transactionID | string <uuid> References transaction containing uploaded attachments used in ticket's message content |
ID | string <uuid> Unique object identifier | ||||||||||
licenseID | integer Unique account identifier | ||||||||||
createdAt | string <date-time> Time of creation | ||||||||||
createdBy | string <uuid> Creator identifier | ||||||||||
createdByType | string Enum: "agent" "client" "system" Creator type | ||||||||||
updatedAt | string <date-time> Time of last modification | ||||||||||
updatedBy | string <uuid> Modification author identifier | ||||||||||
shortID | string Short ticket ID | ||||||||||
lastMessageAt | string <date-time> Time of last public message | ||||||||||
object or null Parent ticket reference | |||||||||||
Array of objects (TicketChildTicket) Merged ticket reference | |||||||||||
status | string (TicketStatus) Default: "open" Enum: "open" "pending" "onhold" "solved" "closed" Ticket status | ||||||||||
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20
| ||||||||||
subject | string | ||||||||||
teamIDs | Array of strings <uuid> (ID) unique Teams that can access the ticket | ||||||||||
object Ticket requester | |||||||||||
Array of objects unique List of people in the loop | |||||||||||
tagIDs | Array of strings <uuid> (ID) unique List of ticket tags | ||||||||||
followers | Array of strings <uuid> (ID) unique List of ticket followers (agents) | ||||||||||
object Team / agent assignment | |||||||||||
object | |||||||||||
customFields | object (TicketCustomFields) Object with custom fields values, where key is custom fields apiKey. | ||||||||||
ratingRequeestSent | boolean Default: false Has rating request been sent | ||||||||||
object or null (TicketRatingResult) Ticket rating | |||||||||||
silo | string (TicketSilo) Default: "tickets" Enum: "tickets" "archive" "trash" "spam" Ticket silo (folder). Please check ticket silos section for more information | ||||||||||
object (TicketSpam) | |||||||||||
object or object or object or object (TicketSource) | |||||||||||
Array of objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects (TicketEvent) Ticket events | |||||||||||
object or object | |||||||||||
detectedLanguage | string Detected language code |
{- "lastMessageAt": "2020-04-30T22:02:08.901Z",
- "parentTicket": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Parent ticket subject"
}, - "childTickets": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Child ticket subject"
}
], - "status": "open",
- "priority": 0,
- "subject": "Ticket subject",
- "teamIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "requester": {
- "email": "requester@email.com",
- "name": "John Client"
}, - "cc": [
- {
- "email": "cc@email.com",
- "name": "John Client"
}
], - "tagIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "followers": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "assignment": {
- "team": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c"
}, - "agent": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c"
}
}, - "integration": {
- "type": "livechat",
- "referenceType": "string",
- "referenceURL": "string",
- "referenceID": "string"
}, - "customFields": {
- "order-id": "1234"
}, - "author": {
- "type": "agent"
}, - "message": {
- "text": "Hello from a ticket!",
- "cannedResponseIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
]
}, - "isPrivate": false,
- "transactionID": "050340e4-82de-4a2a-a1c4-724dfaf66cec"
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "shortID": "IIPZGJ",
- "lastMessageAt": "2020-04-30T22:02:08.901Z",
- "parentTicket": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Parent ticket subject"
}, - "childTickets": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Child ticket subject"
}
], - "status": "open",
- "priority": 0,
- "subject": "Ticket subject",
- "teamIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "requester": {
- "email": "string",
- "name": "string"
}, - "cc": [
- {
- "email": "cc@email.com",
- "name": "John Client"
}
], - "tagIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "followers": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "assignment": {
- "team": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "string"
}, - "agent": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "string"
}
}, - "integration": {
- "type": "livechat",
- "referenceType": "string",
- "referenceURL": "string",
- "referenceID": "string"
}, - "customFields": {
- "order-id": "1234"
}, - "ratingRequeestSent": false,
- "rating": {
- "rate": "good",
- "comment": "string",
- "requestedAt": "2019-08-24T14:15:22Z"
}, - "silo": "tickets",
- "spam": {
- "status": false,
- "reason": "licenseBlackList"
}, - "source": {
- "type": "api"
}, - "events": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "source": {
- "type": "api"
}, - "author": {
- "type": "agent",
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "John Agent"
}, - "date": "2019-08-24T14:15:22Z",
- "type": "message",
- "deliveryStatus": { },
- "isPrivate": true,
- "text": "string",
- "richTextHtml": "string",
- "richTextObj": [ ]
}
], - "integrations": {
- "type": "livechat",
- "externalID": "string"
}, - "detectedLanguage": "string"
}
ticketID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
ID | string <uuid> Unique object identifier | ||||||||||
licenseID | integer Unique account identifier | ||||||||||
createdAt | string <date-time> Time of creation | ||||||||||
createdBy | string <uuid> Creator identifier | ||||||||||
createdByType | string Enum: "agent" "client" "system" Creator type | ||||||||||
updatedAt | string <date-time> Time of last modification | ||||||||||
updatedBy | string <uuid> Modification author identifier | ||||||||||
shortID | string Short ticket ID | ||||||||||
lastMessageAt | string <date-time> Time of last public message | ||||||||||
object or null Parent ticket reference | |||||||||||
Array of objects (TicketChildTicket) Merged ticket reference | |||||||||||
status | string (TicketStatus) Default: "open" Enum: "open" "pending" "onhold" "solved" "closed" Ticket status | ||||||||||
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20
| ||||||||||
subject | string | ||||||||||
teamIDs | Array of strings <uuid> (ID) unique Teams that can access the ticket | ||||||||||
object Ticket requester | |||||||||||
Array of objects unique List of people in the loop | |||||||||||
tagIDs | Array of strings <uuid> (ID) unique List of ticket tags | ||||||||||
followers | Array of strings <uuid> (ID) unique List of ticket followers (agents) | ||||||||||
object Team / agent assignment | |||||||||||
object | |||||||||||
customFields | object (TicketCustomFields) Object with custom fields values, where key is custom fields apiKey. | ||||||||||
ratingRequeestSent | boolean Default: false Has rating request been sent | ||||||||||
object or null (TicketRatingResult) Ticket rating | |||||||||||
silo | string (TicketSilo) Default: "tickets" Enum: "tickets" "archive" "trash" "spam" Ticket silo (folder). Please check ticket silos section for more information | ||||||||||
object (TicketSpam) | |||||||||||
object or object or object or object (TicketSource) | |||||||||||
Array of objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects (TicketEvent) Ticket events | |||||||||||
object or object | |||||||||||
detectedLanguage | string Detected language code |
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "shortID": "IIPZGJ",
- "lastMessageAt": "2020-04-30T22:02:08.901Z",
- "parentTicket": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Parent ticket subject"
}, - "childTickets": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Child ticket subject"
}
], - "status": "open",
- "priority": 0,
- "subject": "Ticket subject",
- "teamIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "requester": {
- "email": "string",
- "name": "string"
}, - "cc": [
- {
- "email": "cc@email.com",
- "name": "John Client"
}
], - "tagIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "followers": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "assignment": {
- "team": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "string"
}, - "agent": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "string"
}
}, - "integration": {
- "type": "livechat",
- "referenceType": "string",
- "referenceURL": "string",
- "referenceID": "string"
}, - "customFields": {
- "order-id": "1234"
}, - "ratingRequeestSent": false,
- "rating": {
- "rate": "good",
- "comment": "string",
- "requestedAt": "2019-08-24T14:15:22Z"
}, - "silo": "tickets",
- "spam": {
- "status": false,
- "reason": "licenseBlackList"
}, - "source": {
- "type": "api"
}, - "events": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "source": {
- "type": "api"
}, - "author": {
- "type": "agent",
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "John Agent"
}, - "date": "2019-08-24T14:15:22Z",
- "type": "message",
- "deliveryStatus": { },
- "isPrivate": true,
- "text": "string",
- "richTextHtml": "string",
- "richTextObj": [ ]
}
], - "integrations": {
- "type": "livechat",
- "externalID": "string"
}, - "detectedLanguage": "string"
}
ticketID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
object (author) | |||||||||||
status | string (TicketStatus) Default: "open" Enum: "open" "pending" "onhold" "solved" "closed" Ticket status | ||||||||||
spam | boolean Is ticket a spam ticket | ||||||||||
subject | string (subject) | ||||||||||
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20
| ||||||||||
teamIDs | Array of strings <uuid> (TicketBase-properties-teamIDs) unique Teams that can access the ticket | ||||||||||
object (requester) | |||||||||||
Array of objects (cc) unique List of people in the loop | |||||||||||
tagIDs | Array of strings <uuid> (tagIDs) unique List of ticket tags | ||||||||||
followers | Array of strings <uuid> (followers) unique List of ticket followers (agents) | ||||||||||
object (assignment) Team / agent assignment | |||||||||||
object or object | |||||||||||
isPrivate | boolean Default: false Is the new message a private message | ||||||||||
transactionID | string <uuid> References transaction containing uploaded attachments used in ticket's message content | ||||||||||
customFields | object (TicketCustomFields) Object with custom fields values, where key is custom fields apiKey. | ||||||||||
object Apply actions to the ticket |
ID | string <uuid> Unique object identifier | ||||||||||
licenseID | integer Unique account identifier | ||||||||||
createdAt | string <date-time> Time of creation | ||||||||||
createdBy | string <uuid> Creator identifier | ||||||||||
createdByType | string Enum: "agent" "client" "system" Creator type | ||||||||||
updatedAt | string <date-time> Time of last modification | ||||||||||
updatedBy | string <uuid> Modification author identifier | ||||||||||
shortID | string Short ticket ID | ||||||||||
lastMessageAt | string <date-time> Time of last public message | ||||||||||
object or null Parent ticket reference | |||||||||||
Array of objects (TicketChildTicket) Merged ticket reference | |||||||||||
status | string (TicketStatus) Default: "open" Enum: "open" "pending" "onhold" "solved" "closed" Ticket status | ||||||||||
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20
| ||||||||||
subject | string | ||||||||||
teamIDs | Array of strings <uuid> (ID) unique Teams that can access the ticket | ||||||||||
object Ticket requester | |||||||||||
Array of objects unique List of people in the loop | |||||||||||
tagIDs | Array of strings <uuid> (ID) unique List of ticket tags | ||||||||||
followers | Array of strings <uuid> (ID) unique List of ticket followers (agents) | ||||||||||
object Team / agent assignment | |||||||||||
object | |||||||||||
customFields | object (TicketCustomFields) Object with custom fields values, where key is custom fields apiKey. | ||||||||||
ratingRequeestSent | boolean Default: false Has rating request been sent | ||||||||||
object or null (TicketRatingResult) Ticket rating | |||||||||||
silo | string (TicketSilo) Default: "tickets" Enum: "tickets" "archive" "trash" "spam" Ticket silo (folder). Please check ticket silos section for more information | ||||||||||
object (TicketSpam) | |||||||||||
object or object or object or object (TicketSource) | |||||||||||
Array of objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects (TicketEvent) Ticket events | |||||||||||
object or object | |||||||||||
detectedLanguage | string Detected language code |
{- "author": {
- "type": "agent"
}, - "status": "open",
- "spam": true,
- "subject": "Ticket subject",
- "priority": 0,
- "teamIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "requester": {
- "email": "requester@email.com",
- "name": "John Client"
}, - "cc": [
- {
- "email": "cc@email.com",
- "name": "John Client"
}
], - "tagIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "followers": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "assignment": {
- "team": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c"
}, - "agent": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c"
}
}, - "message": {
- "text": "Hello from a ticket!",
- "cannedResponseIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
]
}, - "isPrivate": false,
- "transactionID": "050340e4-82de-4a2a-a1c4-724dfaf66cec",
- "customFields": {
- "order-id": "1234"
}, - "actions": {
- "list": [
- {
- "type": "assign",
- "teamID": "5f4b1f3b-4b7b-4b7b-8b7b-4b7b4b7b4b7b",
- "randomAgent": true,
- "roundRobin": true,
- "agentID": "5f4b1f3b-4b7b-4b7b-8b7b-4b7b4b7b4b7b"
}
], - "macroIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
]
}
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "shortID": "IIPZGJ",
- "lastMessageAt": "2020-04-30T22:02:08.901Z",
- "parentTicket": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Parent ticket subject"
}, - "childTickets": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Child ticket subject"
}
], - "status": "open",
- "priority": 0,
- "subject": "Ticket subject",
- "teamIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "requester": {
- "email": "string",
- "name": "string"
}, - "cc": [
- {
- "email": "cc@email.com",
- "name": "John Client"
}
], - "tagIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "followers": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "assignment": {
- "team": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "string"
}, - "agent": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "string"
}
}, - "integration": {
- "type": "livechat",
- "referenceType": "string",
- "referenceURL": "string",
- "referenceID": "string"
}, - "customFields": {
- "order-id": "1234"
}, - "ratingRequeestSent": false,
- "rating": {
- "rate": "good",
- "comment": "string",
- "requestedAt": "2019-08-24T14:15:22Z"
}, - "silo": "tickets",
- "spam": {
- "status": false,
- "reason": "licenseBlackList"
}, - "source": {
- "type": "api"
}, - "events": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "source": {
- "type": "api"
}, - "author": {
- "type": "agent",
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "John Agent"
}, - "date": "2019-08-24T14:15:22Z",
- "type": "message",
- "deliveryStatus": { },
- "isPrivate": true,
- "text": "string",
- "richTextHtml": "string",
- "richTextObj": [ ]
}
], - "integrations": {
- "type": "livechat",
- "externalID": "string"
}, - "detectedLanguage": "string"
}
ticketID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
tagIDs | Array of strings <uuid> (tagIDs) unique List of ticket tags |
ID | string <uuid> Unique object identifier | ||||||||||
licenseID | integer Unique account identifier | ||||||||||
createdAt | string <date-time> Time of creation | ||||||||||
createdBy | string <uuid> Creator identifier | ||||||||||
createdByType | string Enum: "agent" "client" "system" Creator type | ||||||||||
updatedAt | string <date-time> Time of last modification | ||||||||||
updatedBy | string <uuid> Modification author identifier | ||||||||||
shortID | string Short ticket ID | ||||||||||
lastMessageAt | string <date-time> Time of last public message | ||||||||||
object or null Parent ticket reference | |||||||||||
Array of objects (TicketChildTicket) Merged ticket reference | |||||||||||
status | string (TicketStatus) Default: "open" Enum: "open" "pending" "onhold" "solved" "closed" Ticket status | ||||||||||
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20
| ||||||||||
subject | string | ||||||||||
teamIDs | Array of strings <uuid> (ID) unique Teams that can access the ticket | ||||||||||
object Ticket requester | |||||||||||
Array of objects unique List of people in the loop | |||||||||||
tagIDs | Array of strings <uuid> (ID) unique List of ticket tags | ||||||||||
followers | Array of strings <uuid> (ID) unique List of ticket followers (agents) | ||||||||||
object Team / agent assignment | |||||||||||
object | |||||||||||
customFields | object (TicketCustomFields) Object with custom fields values, where key is custom fields apiKey. | ||||||||||
ratingRequeestSent | boolean Default: false Has rating request been sent | ||||||||||
object or null (TicketRatingResult) Ticket rating | |||||||||||
silo | string (TicketSilo) Default: "tickets" Enum: "tickets" "archive" "trash" "spam" Ticket silo (folder). Please check ticket silos section for more information | ||||||||||
object (TicketSpam) | |||||||||||
object or object or object or object (TicketSource) | |||||||||||
Array of objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects (TicketEvent) Ticket events | |||||||||||
object or object | |||||||||||
detectedLanguage | string Detected language code |
{- "tagIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
]
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "shortID": "IIPZGJ",
- "lastMessageAt": "2020-04-30T22:02:08.901Z",
- "parentTicket": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Parent ticket subject"
}, - "childTickets": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Child ticket subject"
}
], - "status": "open",
- "priority": 0,
- "subject": "Ticket subject",
- "teamIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "requester": {
- "email": "string",
- "name": "string"
}, - "cc": [
- {
- "email": "cc@email.com",
- "name": "John Client"
}
], - "tagIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "followers": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "assignment": {
- "team": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "string"
}, - "agent": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "string"
}
}, - "integration": {
- "type": "livechat",
- "referenceType": "string",
- "referenceURL": "string",
- "referenceID": "string"
}, - "customFields": {
- "order-id": "1234"
}, - "ratingRequeestSent": false,
- "rating": {
- "rate": "good",
- "comment": "string",
- "requestedAt": "2019-08-24T14:15:22Z"
}, - "silo": "tickets",
- "spam": {
- "status": false,
- "reason": "licenseBlackList"
}, - "source": {
- "type": "api"
}, - "events": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "source": {
- "type": "api"
}, - "author": {
- "type": "agent",
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "John Agent"
}, - "date": "2019-08-24T14:15:22Z",
- "type": "message",
- "deliveryStatus": { },
- "isPrivate": true,
- "text": "string",
- "richTextHtml": "string",
- "richTextObj": [ ]
}
], - "integrations": {
- "type": "livechat",
- "externalID": "string"
}, - "detectedLanguage": "string"
}
ticketID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
tagID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
ID | string <uuid> Unique object identifier | ||||||||||
licenseID | integer Unique account identifier | ||||||||||
createdAt | string <date-time> Time of creation | ||||||||||
createdBy | string <uuid> Creator identifier | ||||||||||
createdByType | string Enum: "agent" "client" "system" Creator type | ||||||||||
updatedAt | string <date-time> Time of last modification | ||||||||||
updatedBy | string <uuid> Modification author identifier | ||||||||||
shortID | string Short ticket ID | ||||||||||
lastMessageAt | string <date-time> Time of last public message | ||||||||||
object or null Parent ticket reference | |||||||||||
Array of objects (TicketChildTicket) Merged ticket reference | |||||||||||
status | string (TicketStatus) Default: "open" Enum: "open" "pending" "onhold" "solved" "closed" Ticket status | ||||||||||
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20
| ||||||||||
subject | string | ||||||||||
teamIDs | Array of strings <uuid> (ID) unique Teams that can access the ticket | ||||||||||
object Ticket requester | |||||||||||
Array of objects unique List of people in the loop | |||||||||||
tagIDs | Array of strings <uuid> (ID) unique List of ticket tags | ||||||||||
followers | Array of strings <uuid> (ID) unique List of ticket followers (agents) | ||||||||||
object Team / agent assignment | |||||||||||
object | |||||||||||
customFields | object (TicketCustomFields) Object with custom fields values, where key is custom fields apiKey. | ||||||||||
ratingRequeestSent | boolean Default: false Has rating request been sent | ||||||||||
object or null (TicketRatingResult) Ticket rating | |||||||||||
silo | string (TicketSilo) Default: "tickets" Enum: "tickets" "archive" "trash" "spam" Ticket silo (folder). Please check ticket silos section for more information | ||||||||||
object (TicketSpam) | |||||||||||
object or object or object or object (TicketSource) | |||||||||||
Array of objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects (TicketEvent) Ticket events | |||||||||||
object or object | |||||||||||
detectedLanguage | string Detected language code |
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "shortID": "IIPZGJ",
- "lastMessageAt": "2020-04-30T22:02:08.901Z",
- "parentTicket": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Parent ticket subject"
}, - "childTickets": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Child ticket subject"
}
], - "status": "open",
- "priority": 0,
- "subject": "Ticket subject",
- "teamIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "requester": {
- "email": "string",
- "name": "string"
}, - "cc": [
- {
- "email": "cc@email.com",
- "name": "John Client"
}
], - "tagIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "followers": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "assignment": {
- "team": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "string"
}, - "agent": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "string"
}
}, - "integration": {
- "type": "livechat",
- "referenceType": "string",
- "referenceURL": "string",
- "referenceID": "string"
}, - "customFields": {
- "order-id": "1234"
}, - "ratingRequeestSent": false,
- "rating": {
- "rate": "good",
- "comment": "string",
- "requestedAt": "2019-08-24T14:15:22Z"
}, - "silo": "tickets",
- "spam": {
- "status": false,
- "reason": "licenseBlackList"
}, - "source": {
- "type": "api"
}, - "events": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "source": {
- "type": "api"
}, - "author": {
- "type": "agent",
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "John Agent"
}, - "date": "2019-08-24T14:15:22Z",
- "type": "message",
- "deliveryStatus": { },
- "isPrivate": true,
- "text": "string",
- "richTextHtml": "string",
- "richTextObj": [ ]
}
], - "integrations": {
- "type": "livechat",
- "externalID": "string"
}, - "detectedLanguage": "string"
}
ticketID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
followers | Array of strings <uuid> (followers) unique List of ticket followers (agents) |
ID | string <uuid> Unique object identifier | ||||||||||
licenseID | integer Unique account identifier | ||||||||||
createdAt | string <date-time> Time of creation | ||||||||||
createdBy | string <uuid> Creator identifier | ||||||||||
createdByType | string Enum: "agent" "client" "system" Creator type | ||||||||||
updatedAt | string <date-time> Time of last modification | ||||||||||
updatedBy | string <uuid> Modification author identifier | ||||||||||
shortID | string Short ticket ID | ||||||||||
lastMessageAt | string <date-time> Time of last public message | ||||||||||
object or null Parent ticket reference | |||||||||||
Array of objects (TicketChildTicket) Merged ticket reference | |||||||||||
status | string (TicketStatus) Default: "open" Enum: "open" "pending" "onhold" "solved" "closed" Ticket status | ||||||||||
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20
| ||||||||||
subject | string | ||||||||||
teamIDs | Array of strings <uuid> (ID) unique Teams that can access the ticket | ||||||||||
object Ticket requester | |||||||||||
Array of objects unique List of people in the loop | |||||||||||
tagIDs | Array of strings <uuid> (ID) unique List of ticket tags | ||||||||||
followers | Array of strings <uuid> (ID) unique List of ticket followers (agents) | ||||||||||
object Team / agent assignment | |||||||||||
object | |||||||||||
customFields | object (TicketCustomFields) Object with custom fields values, where key is custom fields apiKey. | ||||||||||
ratingRequeestSent | boolean Default: false Has rating request been sent | ||||||||||
object or null (TicketRatingResult) Ticket rating | |||||||||||
silo | string (TicketSilo) Default: "tickets" Enum: "tickets" "archive" "trash" "spam" Ticket silo (folder). Please check ticket silos section for more information | ||||||||||
object (TicketSpam) | |||||||||||
object or object or object or object (TicketSource) | |||||||||||
Array of objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects (TicketEvent) Ticket events | |||||||||||
object or object | |||||||||||
detectedLanguage | string Detected language code |
{- "followers": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
]
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "shortID": "IIPZGJ",
- "lastMessageAt": "2020-04-30T22:02:08.901Z",
- "parentTicket": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Parent ticket subject"
}, - "childTickets": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Child ticket subject"
}
], - "status": "open",
- "priority": 0,
- "subject": "Ticket subject",
- "teamIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "requester": {
- "email": "string",
- "name": "string"
}, - "cc": [
- {
- "email": "cc@email.com",
- "name": "John Client"
}
], - "tagIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "followers": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "assignment": {
- "team": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "string"
}, - "agent": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "string"
}
}, - "integration": {
- "type": "livechat",
- "referenceType": "string",
- "referenceURL": "string",
- "referenceID": "string"
}, - "customFields": {
- "order-id": "1234"
}, - "ratingRequeestSent": false,
- "rating": {
- "rate": "good",
- "comment": "string",
- "requestedAt": "2019-08-24T14:15:22Z"
}, - "silo": "tickets",
- "spam": {
- "status": false,
- "reason": "licenseBlackList"
}, - "source": {
- "type": "api"
}, - "events": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "source": {
- "type": "api"
}, - "author": {
- "type": "agent",
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "John Agent"
}, - "date": "2019-08-24T14:15:22Z",
- "type": "message",
- "deliveryStatus": { },
- "isPrivate": true,
- "text": "string",
- "richTextHtml": "string",
- "richTextObj": [ ]
}
], - "integrations": {
- "type": "livechat",
- "externalID": "string"
}, - "detectedLanguage": "string"
}
ticketID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
followerID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
ID | string <uuid> Unique object identifier | ||||||||||
licenseID | integer Unique account identifier | ||||||||||
createdAt | string <date-time> Time of creation | ||||||||||
createdBy | string <uuid> Creator identifier | ||||||||||
createdByType | string Enum: "agent" "client" "system" Creator type | ||||||||||
updatedAt | string <date-time> Time of last modification | ||||||||||
updatedBy | string <uuid> Modification author identifier | ||||||||||
shortID | string Short ticket ID | ||||||||||
lastMessageAt | string <date-time> Time of last public message | ||||||||||
object or null Parent ticket reference | |||||||||||
Array of objects (TicketChildTicket) Merged ticket reference | |||||||||||
status | string (TicketStatus) Default: "open" Enum: "open" "pending" "onhold" "solved" "closed" Ticket status | ||||||||||
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20
| ||||||||||
subject | string | ||||||||||
teamIDs | Array of strings <uuid> (ID) unique Teams that can access the ticket | ||||||||||
object Ticket requester | |||||||||||
Array of objects unique List of people in the loop | |||||||||||
tagIDs | Array of strings <uuid> (ID) unique List of ticket tags | ||||||||||
followers | Array of strings <uuid> (ID) unique List of ticket followers (agents) | ||||||||||
object Team / agent assignment | |||||||||||
object | |||||||||||
customFields | object (TicketCustomFields) Object with custom fields values, where key is custom fields apiKey. | ||||||||||
ratingRequeestSent | boolean Default: false Has rating request been sent | ||||||||||
object or null (TicketRatingResult) Ticket rating | |||||||||||
silo | string (TicketSilo) Default: "tickets" Enum: "tickets" "archive" "trash" "spam" Ticket silo (folder). Please check ticket silos section for more information | ||||||||||
object (TicketSpam) | |||||||||||
object or object or object or object (TicketSource) | |||||||||||
Array of objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects (TicketEvent) Ticket events | |||||||||||
object or object | |||||||||||
detectedLanguage | string Detected language code |
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "shortID": "IIPZGJ",
- "lastMessageAt": "2020-04-30T22:02:08.901Z",
- "parentTicket": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Parent ticket subject"
}, - "childTickets": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Child ticket subject"
}
], - "status": "open",
- "priority": 0,
- "subject": "Ticket subject",
- "teamIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "requester": {
- "email": "string",
- "name": "string"
}, - "cc": [
- {
- "email": "cc@email.com",
- "name": "John Client"
}
], - "tagIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "followers": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "assignment": {
- "team": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "string"
}, - "agent": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "string"
}
}, - "integration": {
- "type": "livechat",
- "referenceType": "string",
- "referenceURL": "string",
- "referenceID": "string"
}, - "customFields": {
- "order-id": "1234"
}, - "ratingRequeestSent": false,
- "rating": {
- "rate": "good",
- "comment": "string",
- "requestedAt": "2019-08-24T14:15:22Z"
}, - "silo": "tickets",
- "spam": {
- "status": false,
- "reason": "licenseBlackList"
}, - "source": {
- "type": "api"
}, - "events": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "source": {
- "type": "api"
}, - "author": {
- "type": "agent",
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "John Agent"
}, - "date": "2019-08-24T14:15:22Z",
- "type": "message",
- "deliveryStatus": { },
- "isPrivate": true,
- "text": "string",
- "richTextHtml": "string",
- "richTextObj": [ ]
}
], - "integrations": {
- "type": "livechat",
- "externalID": "string"
}, - "detectedLanguage": "string"
}
ticketID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
childTicketID | string <uuid> (ID) Unique object identifier |
ID | string <uuid> Unique object identifier | ||||||||||
licenseID | integer Unique account identifier | ||||||||||
createdAt | string <date-time> Time of creation | ||||||||||
createdBy | string <uuid> Creator identifier | ||||||||||
createdByType | string Enum: "agent" "client" "system" Creator type | ||||||||||
updatedAt | string <date-time> Time of last modification | ||||||||||
updatedBy | string <uuid> Modification author identifier | ||||||||||
shortID | string Short ticket ID | ||||||||||
lastMessageAt | string <date-time> Time of last public message | ||||||||||
object or null Parent ticket reference | |||||||||||
Array of objects (TicketChildTicket) Merged ticket reference | |||||||||||
status | string (TicketStatus) Default: "open" Enum: "open" "pending" "onhold" "solved" "closed" Ticket status | ||||||||||
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20
| ||||||||||
subject | string | ||||||||||
teamIDs | Array of strings <uuid> (ID) unique Teams that can access the ticket | ||||||||||
object Ticket requester | |||||||||||
Array of objects unique List of people in the loop | |||||||||||
tagIDs | Array of strings <uuid> (ID) unique List of ticket tags | ||||||||||
followers | Array of strings <uuid> (ID) unique List of ticket followers (agents) | ||||||||||
object Team / agent assignment | |||||||||||
object | |||||||||||
customFields | object (TicketCustomFields) Object with custom fields values, where key is custom fields apiKey. | ||||||||||
ratingRequeestSent | boolean Default: false Has rating request been sent | ||||||||||
object or null (TicketRatingResult) Ticket rating | |||||||||||
silo | string (TicketSilo) Default: "tickets" Enum: "tickets" "archive" "trash" "spam" Ticket silo (folder). Please check ticket silos section for more information | ||||||||||
object (TicketSpam) | |||||||||||
object or object or object or object (TicketSource) | |||||||||||
Array of objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects (TicketEvent) Ticket events | |||||||||||
object or object | |||||||||||
detectedLanguage | string Detected language code |
{- "childTicketID": "42e113f9-9353-4e89-9f68-69b92f423b0c"
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "shortID": "IIPZGJ",
- "lastMessageAt": "2020-04-30T22:02:08.901Z",
- "parentTicket": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Parent ticket subject"
}, - "childTickets": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Child ticket subject"
}
], - "status": "open",
- "priority": 0,
- "subject": "Ticket subject",
- "teamIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "requester": {
- "email": "string",
- "name": "string"
}, - "cc": [
- {
- "email": "cc@email.com",
- "name": "John Client"
}
], - "tagIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "followers": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "assignment": {
- "team": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "string"
}, - "agent": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "string"
}
}, - "integration": {
- "type": "livechat",
- "referenceType": "string",
- "referenceURL": "string",
- "referenceID": "string"
}, - "customFields": {
- "order-id": "1234"
}, - "ratingRequeestSent": false,
- "rating": {
- "rate": "good",
- "comment": "string",
- "requestedAt": "2019-08-24T14:15:22Z"
}, - "silo": "tickets",
- "spam": {
- "status": false,
- "reason": "licenseBlackList"
}, - "source": {
- "type": "api"
}, - "events": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "source": {
- "type": "api"
}, - "author": {
- "type": "agent",
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "John Agent"
}, - "date": "2019-08-24T14:15:22Z",
- "type": "message",
- "deliveryStatus": { },
- "isPrivate": true,
- "text": "string",
- "richTextHtml": "string",
- "richTextObj": [ ]
}
], - "integrations": {
- "type": "livechat",
- "externalID": "string"
}, - "detectedLanguage": "string"
}
ticketID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
childTicketID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
ID | string <uuid> Unique object identifier | ||||||||||
licenseID | integer Unique account identifier | ||||||||||
createdAt | string <date-time> Time of creation | ||||||||||
createdBy | string <uuid> Creator identifier | ||||||||||
createdByType | string Enum: "agent" "client" "system" Creator type | ||||||||||
updatedAt | string <date-time> Time of last modification | ||||||||||
updatedBy | string <uuid> Modification author identifier | ||||||||||
shortID | string Short ticket ID | ||||||||||
lastMessageAt | string <date-time> Time of last public message | ||||||||||
object or null Parent ticket reference | |||||||||||
Array of objects (TicketChildTicket) Merged ticket reference | |||||||||||
status | string (TicketStatus) Default: "open" Enum: "open" "pending" "onhold" "solved" "closed" Ticket status | ||||||||||
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20
| ||||||||||
subject | string | ||||||||||
teamIDs | Array of strings <uuid> (ID) unique Teams that can access the ticket | ||||||||||
object Ticket requester | |||||||||||
Array of objects unique List of people in the loop | |||||||||||
tagIDs | Array of strings <uuid> (ID) unique List of ticket tags | ||||||||||
followers | Array of strings <uuid> (ID) unique List of ticket followers (agents) | ||||||||||
object Team / agent assignment | |||||||||||
object | |||||||||||
customFields | object (TicketCustomFields) Object with custom fields values, where key is custom fields apiKey. | ||||||||||
ratingRequeestSent | boolean Default: false Has rating request been sent | ||||||||||
object or null (TicketRatingResult) Ticket rating | |||||||||||
silo | string (TicketSilo) Default: "tickets" Enum: "tickets" "archive" "trash" "spam" Ticket silo (folder). Please check ticket silos section for more information | ||||||||||
object (TicketSpam) | |||||||||||
object or object or object or object (TicketSource) | |||||||||||
Array of objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects (TicketEvent) Ticket events | |||||||||||
object or object | |||||||||||
detectedLanguage | string Detected language code |
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "shortID": "IIPZGJ",
- "lastMessageAt": "2020-04-30T22:02:08.901Z",
- "parentTicket": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Parent ticket subject"
}, - "childTickets": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Child ticket subject"
}
], - "status": "open",
- "priority": 0,
- "subject": "Ticket subject",
- "teamIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "requester": {
- "email": "string",
- "name": "string"
}, - "cc": [
- {
- "email": "cc@email.com",
- "name": "John Client"
}
], - "tagIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "followers": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "assignment": {
- "team": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "string"
}, - "agent": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "string"
}
}, - "integration": {
- "type": "livechat",
- "referenceType": "string",
- "referenceURL": "string",
- "referenceID": "string"
}, - "customFields": {
- "order-id": "1234"
}, - "ratingRequeestSent": false,
- "rating": {
- "rate": "good",
- "comment": "string",
- "requestedAt": "2019-08-24T14:15:22Z"
}, - "silo": "tickets",
- "spam": {
- "status": false,
- "reason": "licenseBlackList"
}, - "source": {
- "type": "api"
}, - "events": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "source": {
- "type": "api"
}, - "author": {
- "type": "agent",
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "John Agent"
}, - "date": "2019-08-24T14:15:22Z",
- "type": "message",
- "deliveryStatus": { },
- "isPrivate": true,
- "text": "string",
- "richTextHtml": "string",
- "richTextObj": [ ]
}
], - "integrations": {
- "type": "livechat",
- "externalID": "string"
}, - "detectedLanguage": "string"
}
ticketID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
eventID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
object |
{- "message": {
- "text": "string",
- "html": "string"
}
}
ticketID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
silo | string (TicketSilo) Default: "tickets" Enum: "tickets" "archive" "trash" "spam" Ticket silo (folder). Please check ticket silos section for more information |
{- "silo": "tickets"
}
"OK"
ticketID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
eventID required | integer Unique event identifier |
attachmentID required | integer Attachment index in array with attachmetns |
"OK"
By default this endpoint creates a ticket without attachments. If you want to create a ticket containing attachments:
POST
request to /v1/importedTickets/transactions
endpointPOST
request(s) to /v1/importedTickets/attachments
with proper transactionID
acquired in step 1. The response will contain array with attachmentIDs
you can use in step 3.POST
request to /v1/importedTickets
endpoint with additional transactionID
parameter acquired in step 1Remarks:
message
message
and attachments
are grouped together when the date parameter in both events match attachment.files
array contains IDs generated during attachment uploadTransactionID
stays valid for 24 hoursagentID
, agentName
and isPrivate
parameters. Messages without these parameters are considered as requester-issued. These rules concern both message and attachments events.subject | string Ticket subject | ||||||||||
teamIDs | array List of teams that have access to the ticket | ||||||||||
required | object Requester’s email and name | ||||||||||
tagIDs | array List of tags | ||||||||||
object Team / agent assignment | |||||||||||
priority | integer (ImportedTicketPriority) Default: 0 Enum: -10 0 10 20
| ||||||||||
customFields | object (ImportedTicketCustomFields) Object with custom fields values, where key is custom fields apiKey. | ||||||||||
Array of objects or objects or objects or objects or objects (ImportedTicketEvent) List of ticket events | |||||||||||
transactionID | string <uuid> (ID) Unique object identifier |
ID | string <uuid> Unique object identifier | ||||||||||
licenseID | integer Unique account identifier | ||||||||||
createdAt | string <date-time> Time of creation | ||||||||||
createdBy | string <uuid> Creator identifier | ||||||||||
createdByType | string Enum: "agent" "client" "system" Creator type | ||||||||||
updatedAt | string <date-time> Time of last modification | ||||||||||
updatedBy | string <uuid> Modification author identifier | ||||||||||
shortID | string Short ticket ID | ||||||||||
lastMessageAt | string <date-time> Time of last public message | ||||||||||
object or null Parent ticket reference | |||||||||||
Array of objects (TicketChildTicket) Merged ticket reference | |||||||||||
status | string (TicketStatus) Default: "open" Enum: "open" "pending" "onhold" "solved" "closed" Ticket status | ||||||||||
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20
| ||||||||||
subject | string | ||||||||||
teamIDs | Array of strings <uuid> (ID) unique Teams that can access the ticket | ||||||||||
object Ticket requester | |||||||||||
Array of objects unique List of people in the loop | |||||||||||
tagIDs | Array of strings <uuid> (ID) unique List of ticket tags | ||||||||||
followers | Array of strings <uuid> (ID) unique List of ticket followers (agents) | ||||||||||
object Team / agent assignment | |||||||||||
object | |||||||||||
customFields | object (TicketCustomFields) Object with custom fields values, where key is custom fields apiKey. | ||||||||||
ratingRequeestSent | boolean Default: false Has rating request been sent | ||||||||||
object or null (TicketRatingResult) Ticket rating | |||||||||||
silo | string (TicketSilo) Default: "tickets" Enum: "tickets" "archive" "trash" "spam" Ticket silo (folder). Please check ticket silos section for more information | ||||||||||
object (TicketSpam) | |||||||||||
object or object or object or object (TicketSource) | |||||||||||
Array of objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects (TicketEvent) Ticket events | |||||||||||
object or object | |||||||||||
detectedLanguage | string Detected language code |
{- "subject": "How to reset password",
- "teamIDs": [
- "58ceb2d5-4bc9-483b-b2a9-456164431282",
- "58ceb2d5-4bc9-483b-b2a9-456164431283"
], - "requester": {
- "email": "requester@email.com",
- "name": "John Client"
}, - "tagIDs": [
- "58ceb2d5-4bc9-483b-b2a9-456164431282",
- "58ceb2d5-4bc9-483b-b2a9-456164431283"
], - "assignment": {
- "team": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c"
}, - "agent": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c"
}
}, - "priority": 0,
- "customFields": {
- "order-id": "1234"
}, - "events": [
- {
- "date": "2020-01-01T00:00:00Z",
- "type": "message",
- "message": {
- "text": "string",
- "html": "string"
}, - "agentID": "string",
- "agentName": "string",
- "isPrivate": true
}
], - "transactionID": "42e113f9-9353-4e89-9f68-69b92f423b0c"
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "shortID": "IIPZGJ",
- "lastMessageAt": "2020-04-30T22:02:08.901Z",
- "parentTicket": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Parent ticket subject"
}, - "childTickets": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Child ticket subject"
}
], - "status": "open",
- "priority": 0,
- "subject": "Ticket subject",
- "teamIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "requester": {
- "email": "string",
- "name": "string"
}, - "cc": [
- {
- "email": "cc@email.com",
- "name": "John Client"
}
], - "tagIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "followers": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "assignment": {
- "team": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "string"
}, - "agent": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "string"
}
}, - "integration": {
- "type": "livechat",
- "referenceType": "string",
- "referenceURL": "string",
- "referenceID": "string"
}, - "customFields": {
- "order-id": "1234"
}, - "ratingRequeestSent": false,
- "rating": {
- "rate": "good",
- "comment": "string",
- "requestedAt": "2019-08-24T14:15:22Z"
}, - "silo": "tickets",
- "spam": {
- "status": false,
- "reason": "licenseBlackList"
}, - "source": {
- "type": "api"
}, - "events": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "source": {
- "type": "api"
}, - "author": {
- "type": "agent",
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "John Agent"
}, - "date": "2019-08-24T14:15:22Z",
- "type": "message",
- "deliveryStatus": { },
- "isPrivate": true,
- "text": "string",
- "richTextHtml": "string",
- "richTextObj": [ ]
}
], - "integrations": {
- "type": "livechat",
- "externalID": "string"
}, - "detectedLanguage": "string"
}
Creates new import transaction. Transaction ID is required for ticket creation with attachments.
type | string Value: "ticket" Transaction type |
createdAt | string <date-time> (createdAt) Time of creation |
transactionID | string <uuid> (ID) Unique object identifier |
{- "type": "ticket",
- "createdAt": "2020-04-30T22:02:08.901Z",
- "transactionID": "42e113f9-9353-4e89-9f68-69b92f423b0c"
}
Uploads attachments for imported ticket. Attachments are required for ticket creation with attachments.
Use multipart with attachments
as key. Multiple files are allowed.
transactionID | string <uuid> (ID) Unique object identifier |
attachments | Array of strings <binary> |
attachmentID | string <uuid> (ID) Unique object identifier |
[- {
- "attachmentID": "58ceb2d5-4bc9-483b-b2a9-456164431282"
}, - {
- "attachmentID": "58ceb2d5-4bc9-483b-b2a9-456164431283"
}
]
tagID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
teamID | string Tag team |
name | string Tag name |
count | number Number of tickets using this tag |
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "teamID": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "name": "Return",
- "count": 0
}
tagID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
teamID | string (TagBase-properties-teamID) Tag team |
name | string (TagBase-properties-name) Tag name |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
teamID | string Tag team |
name | string Tag name |
count | number Number of tickets using this tag |
{- "teamID": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "name": "Return"
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "teamID": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "name": "Return",
- "count": 0
}
ticketID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
tagIDs | Array of strings <uuid> (tagIDs) unique List of ticket tags |
ID | string <uuid> Unique object identifier | ||||||||||
licenseID | integer Unique account identifier | ||||||||||
createdAt | string <date-time> Time of creation | ||||||||||
createdBy | string <uuid> Creator identifier | ||||||||||
createdByType | string Enum: "agent" "client" "system" Creator type | ||||||||||
updatedAt | string <date-time> Time of last modification | ||||||||||
updatedBy | string <uuid> Modification author identifier | ||||||||||
shortID | string Short ticket ID | ||||||||||
lastMessageAt | string <date-time> Time of last public message | ||||||||||
object or null Parent ticket reference | |||||||||||
Array of objects (TicketChildTicket) Merged ticket reference | |||||||||||
status | string (TicketStatus) Default: "open" Enum: "open" "pending" "onhold" "solved" "closed" Ticket status | ||||||||||
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20
| ||||||||||
subject | string | ||||||||||
teamIDs | Array of strings <uuid> (ID) unique Teams that can access the ticket | ||||||||||
object Ticket requester | |||||||||||
Array of objects unique List of people in the loop | |||||||||||
tagIDs | Array of strings <uuid> (ID) unique List of ticket tags | ||||||||||
followers | Array of strings <uuid> (ID) unique List of ticket followers (agents) | ||||||||||
object Team / agent assignment | |||||||||||
object | |||||||||||
customFields | object (TicketCustomFields) Object with custom fields values, where key is custom fields apiKey. | ||||||||||
ratingRequeestSent | boolean Default: false Has rating request been sent | ||||||||||
object or null (TicketRatingResult) Ticket rating | |||||||||||
silo | string (TicketSilo) Default: "tickets" Enum: "tickets" "archive" "trash" "spam" Ticket silo (folder). Please check ticket silos section for more information | ||||||||||
object (TicketSpam) | |||||||||||
object or object or object or object (TicketSource) | |||||||||||
Array of objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects (TicketEvent) Ticket events | |||||||||||
object or object | |||||||||||
detectedLanguage | string Detected language code |
{- "tagIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
]
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "shortID": "IIPZGJ",
- "lastMessageAt": "2020-04-30T22:02:08.901Z",
- "parentTicket": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Parent ticket subject"
}, - "childTickets": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Child ticket subject"
}
], - "status": "open",
- "priority": 0,
- "subject": "Ticket subject",
- "teamIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "requester": {
- "email": "string",
- "name": "string"
}, - "cc": [
- {
- "email": "cc@email.com",
- "name": "John Client"
}
], - "tagIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "followers": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "assignment": {
- "team": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "string"
}, - "agent": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "string"
}
}, - "integration": {
- "type": "livechat",
- "referenceType": "string",
- "referenceURL": "string",
- "referenceID": "string"
}, - "customFields": {
- "order-id": "1234"
}, - "ratingRequeestSent": false,
- "rating": {
- "rate": "good",
- "comment": "string",
- "requestedAt": "2019-08-24T14:15:22Z"
}, - "silo": "tickets",
- "spam": {
- "status": false,
- "reason": "licenseBlackList"
}, - "source": {
- "type": "api"
}, - "events": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "source": {
- "type": "api"
}, - "author": {
- "type": "agent",
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "John Agent"
}, - "date": "2019-08-24T14:15:22Z",
- "type": "message",
- "deliveryStatus": { },
- "isPrivate": true,
- "text": "string",
- "richTextHtml": "string",
- "richTextObj": [ ]
}
], - "integrations": {
- "type": "livechat",
- "externalID": "string"
}, - "detectedLanguage": "string"
}
ticketID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
tagID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
ID | string <uuid> Unique object identifier | ||||||||||
licenseID | integer Unique account identifier | ||||||||||
createdAt | string <date-time> Time of creation | ||||||||||
createdBy | string <uuid> Creator identifier | ||||||||||
createdByType | string Enum: "agent" "client" "system" Creator type | ||||||||||
updatedAt | string <date-time> Time of last modification | ||||||||||
updatedBy | string <uuid> Modification author identifier | ||||||||||
shortID | string Short ticket ID | ||||||||||
lastMessageAt | string <date-time> Time of last public message | ||||||||||
object or null Parent ticket reference | |||||||||||
Array of objects (TicketChildTicket) Merged ticket reference | |||||||||||
status | string (TicketStatus) Default: "open" Enum: "open" "pending" "onhold" "solved" "closed" Ticket status | ||||||||||
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20
| ||||||||||
subject | string | ||||||||||
teamIDs | Array of strings <uuid> (ID) unique Teams that can access the ticket | ||||||||||
object Ticket requester | |||||||||||
Array of objects unique List of people in the loop | |||||||||||
tagIDs | Array of strings <uuid> (ID) unique List of ticket tags | ||||||||||
followers | Array of strings <uuid> (ID) unique List of ticket followers (agents) | ||||||||||
object Team / agent assignment | |||||||||||
object | |||||||||||
customFields | object (TicketCustomFields) Object with custom fields values, where key is custom fields apiKey. | ||||||||||
ratingRequeestSent | boolean Default: false Has rating request been sent | ||||||||||
object or null (TicketRatingResult) Ticket rating | |||||||||||
silo | string (TicketSilo) Default: "tickets" Enum: "tickets" "archive" "trash" "spam" Ticket silo (folder). Please check ticket silos section for more information | ||||||||||
object (TicketSpam) | |||||||||||
object or object or object or object (TicketSource) | |||||||||||
Array of objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects or objects (TicketEvent) Ticket events | |||||||||||
object or object | |||||||||||
detectedLanguage | string Detected language code |
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "shortID": "IIPZGJ",
- "lastMessageAt": "2020-04-30T22:02:08.901Z",
- "parentTicket": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Parent ticket subject"
}, - "childTickets": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "shortID": "IIPZGJ",
- "subject": "Child ticket subject"
}
], - "status": "open",
- "priority": 0,
- "subject": "Ticket subject",
- "teamIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "requester": {
- "email": "string",
- "name": "string"
}, - "cc": [
- {
- "email": "cc@email.com",
- "name": "John Client"
}
], - "tagIDs": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "followers": [
- "42e113f9-9353-4e89-9f68-69b92f423b0c"
], - "assignment": {
- "team": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "string"
}, - "agent": {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "string"
}
}, - "integration": {
- "type": "livechat",
- "referenceType": "string",
- "referenceURL": "string",
- "referenceID": "string"
}, - "customFields": {
- "order-id": "1234"
}, - "ratingRequeestSent": false,
- "rating": {
- "rate": "good",
- "comment": "string",
- "requestedAt": "2019-08-24T14:15:22Z"
}, - "silo": "tickets",
- "spam": {
- "status": false,
- "reason": "licenseBlackList"
}, - "source": {
- "type": "api"
}, - "events": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "source": {
- "type": "api"
}, - "author": {
- "type": "agent",
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "John Agent"
}, - "date": "2019-08-24T14:15:22Z",
- "type": "message",
- "deliveryStatus": { },
- "isPrivate": true,
- "text": "string",
- "richTextHtml": "string",
- "richTextObj": [ ]
}
], - "integrations": {
- "type": "livechat",
- "externalID": "string"
}, - "detectedLanguage": "string"
}
Transactions represent volatile sets of uploaded attachments used while modifying various elements in HelpDesk such as ticket messages, agent signatures etc.
Transactions are volatile. Transaction exists only until it is used in another POST
or PATCH
method. Unused transactions are purged after 24 hours along with uploaded attachments with exception of "external" attachments i.e. attachments copied from another entities like agent signatures etc.
Transactions have types. Currently ticket
, agent
, templateLogo
and cannedResponse
. The type determines path of uploaded attachment and the entity in which it can be used.
Upon creation, transaction needs entity ID and can only be used in this entity afterwards - this allows to keep consistent naming in S3 paths. The exception to this rule is creating transaction for a ticket, template or canned response that don't exist yet. In this case entity ID should not be provided - it will be generated automatically and will determine final ID of created ticket, template or canned response.
POST /v1/transactions
{
// only one field allowed:
"ticketID": "UUID", // do not add when ticket does not exist yet
"agentID": "UUID", // use when uploading attachments for agent signature
"templateID": "UUID", // do not add when template does not exist yet
"cannedResponseID": "UUID", // do not add when canned resposne does not exist yet
}
This yields:
{
"ID": "9a1e8a52-e7f2-4f59-8b45-a1643d28c460",
"type": "ticket",
"createdAt": "2020-03-24T13:58:12.288Z",
"attachments": []
}
POST /v1/transactions/9a1e8a52-e7f2-4f59-8b45-a1643d28c460/attachments
Use multipart with attachments
as key. Multiple files are allowed.
Result:
[
{
"ID": "af367f6b-5b8b-4468-a2ef-4990114d968a",
"cid": "af367f6b-5b8b-4468-a2ef-4990114d968a",
"url": "https://cdn-labs.livechat-static.com/api/file/helpdesk/att/1338/9a1e8a52-e7f2-4f59-8b45-a1643d28c460/9ce3d7c1ada659d0cf2da321ef41a4628192875aa7e0c80627b4243140ab02ae/earl.png",
"name": "earl.png",
"type": "image/png",
"size": 25670
}
]
DELETE /v1/transactions/9a1e8a52-e7f2-4f59-8b45-a1643d28c460/attachments/af367f6b-5b8b-4468-a2ef-4990114d968a
Result:
"OK"
POST /v1/transactions/6456b4e5-1e8f-4029-86f7-1e534d020225/attachments
{
"agentID": "GUID" // copy attachments from this agent's signature
}
Result:
[
{
"ID": "44b004b7-2efd-4f73-b9f5-ac927816f18b",
"cid": "44b004b7-2efd-4f73-b9f5-ac927816f18b",
"url": "https://cdn-labs.livechat-static.com/api/file/helpdesk/att/1338/agent/ff623067-ba81-4613-bfa8-1c558e3a58f0/9ce3d7c1ada659d0cf2da321ef41a4628192875aa7e0c80627b4243140ab02ae/earl.png",
"name": "earl.png",
"type": "image/png",
"size": 25670
},
{
"ID": "a1fbb278-0bca-4eba-baa8-48cc9d1f1abc",
"cid": "a1fbb278-0bca-4eba-baa8-48cc9d1f1abc",
"url": "https://cdn-labs.livechat-static.com/api/file/helpdesk/att/1338/agent/ff623067-ba81-4613-bfa8-1c558e3a58f0/9ce3d7c1ada659d0cf2da321ef41a4628192875aa7e0c80627b4243140ab02ae/earl.png",
"name": "earl.png",
"type": "image/png",
"size": 25670
}
]
agent
POST /v1/transactions HTTP/1.1
agentID=ff623067-ba81-4613-bfa8-1c558e3a58f0
Upload attachments
Update signature using transactionID
PATCH /v1/agents/ff623067-ba81-4613-bfa8-1c558e3a58f0 HTTP/1.1
signature.text=test
transactionID=6efd3115-cf6e-4b2c-83d1-03fa5470c625
ticketID | string <uuid> (ID) Unique object identifier |
type | string Enum: "agent" "ticket" "templateLogo" "cannedResponse" Transaction type. Default type "ticket". |
ID | string <uuid> (ID) Unique object identifier |
type | string Enum: "agent" "ticket" "templateLogo" "cannedResponse" |
createdAt | string <date-time> Time of creation |
Array of objects (TransactionAttachment) Attachment list |
{- "templateID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "type": "agent"
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "type": "agent",
- "createdAt": "2020-04-30T22:02:08.901Z",
- "attachments": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "url": "string",
- "cid": "string",
- "name": "string",
- "size": 0,
- "type": "string"
}
]
}
transactionID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
ID | string <uuid> (ID) Unique object identifier |
type | string Enum: "agent" "ticket" "templateLogo" "cannedResponse" |
createdAt | string <date-time> Time of creation |
Array of objects (TransactionAttachment) Attachment list |
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "type": "agent",
- "createdAt": "2020-04-30T22:02:08.901Z",
- "attachments": [
- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "url": "string",
- "cid": "string",
- "name": "string",
- "size": 0,
- "type": "string"
}
]
}
transactionID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
agentID | string <uuid> (ID) Unique object identifier |
attachments | Array of strings <binary> |
ID | string <uuid> (ID) Unique object identifier |
url | string <url> Attachment URL |
cid | string Attachment CID for inline use |
name | string Attachment name |
size | integer Attachment size |
type | string Attachment MIME type |
[- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "url": "string",
- "cid": "string",
- "name": "string",
- "size": 0,
- "type": "string"
}
]
transactionID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
attachmentID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
"OK"
Custom fields are customer defined fields in ticket. Tickets are created in license scope, visibility is set per team(s).
There are four types of custom fields (single line, multi line, url and date).
Every custom field has edit permission level:
Every custom field can be deactivated (hidden in interface).
Amount of active custom fields is limited per license in license settings by maxCustomFieldsActive
value.
Only custom field that is not used in any ticket can be deleted.
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
teamIDs | Array of strings <uuid> Teams, that will see the custom field in ticket details |
displayName | string Custom field label |
apiKey | string Custom field uniqe key |
type | string Enum: "singleLine" "multiLine" "date" "url" Custom field type. Value must be string
|
roleLevel | string Enum: "owner" "normal" "readOnly" Custom field edit privileges |
status | string Enum: "active" "deactivated" Custom field state |
[- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "teamIDs": [
- "84c11d7d-5caa-4875-a74e-eb23e902041f"
], - "displayName": "Order ID",
- "apiKey": "order-id",
- "type": "singleLine",
- "roleLevel": "owner",
- "status": "active"
}
]
teamIDs | Array of strings <uuid> Teams, that will see the custom field in ticket details |
displayName required | string Custom field label |
apiKey required | string Custom field uniqe key |
type required | string Enum: "singleLine" "multiLine" "date" "url" Custom field type. Value must be string
|
roleLevel required | string Enum: "owner" "normal" "readOnly" Custom field edit privileges |
status | string Enum: "active" "deactivated" Custom field state |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
teamIDs | Array of strings <uuid> Teams, that will see the custom field in ticket details |
displayName | string Custom field label |
apiKey | string Custom field uniqe key |
type | string Enum: "singleLine" "multiLine" "date" "url" Custom field type. Value must be string
|
roleLevel | string Enum: "owner" "normal" "readOnly" Custom field edit privileges |
status | string Enum: "active" "deactivated" Custom field state |
{- "teamIDs": [
- "84c11d7d-5caa-4875-a74e-eb23e902041f"
], - "displayName": "Order ID",
- "apiKey": "order-id",
- "type": "singleLine",
- "roleLevel": "owner",
- "status": "active"
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "teamIDs": [
- "84c11d7d-5caa-4875-a74e-eb23e902041f"
], - "displayName": "Order ID",
- "apiKey": "order-id",
- "type": "singleLine",
- "roleLevel": "owner",
- "status": "active"
}
customFieldID required | string |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
teamIDs | Array of strings <uuid> Teams, that will see the custom field in ticket details |
displayName | string Custom field label |
apiKey | string Custom field uniqe key |
type | string Enum: "singleLine" "multiLine" "date" "url" Custom field type. Value must be string
|
roleLevel | string Enum: "owner" "normal" "readOnly" Custom field edit privileges |
status | string Enum: "active" "deactivated" Custom field state |
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "teamIDs": [
- "84c11d7d-5caa-4875-a74e-eb23e902041f"
], - "displayName": "Order ID",
- "apiKey": "order-id",
- "type": "singleLine",
- "roleLevel": "owner",
- "status": "active"
}
customFieldID required | string |
teamIDs | Array of strings <uuid> (properties-teamIDs) Teams, that will see the custom field in ticket details |
displayName | string (displayName) Custom field label |
roleLevel | string (roleLevel) Enum: "owner" "normal" "readOnly" Custom field edit privileges |
status | string (status) Enum: "active" "deactivated" Custom field state |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
teamIDs | Array of strings <uuid> Teams, that will see the custom field in ticket details |
displayName | string Custom field label |
apiKey | string Custom field uniqe key |
type | string Enum: "singleLine" "multiLine" "date" "url" Custom field type. Value must be string
|
roleLevel | string Enum: "owner" "normal" "readOnly" Custom field edit privileges |
status | string Enum: "active" "deactivated" Custom field state |
{- "teamIDs": [
- "84c11d7d-5caa-4875-a74e-eb23e902041f"
], - "displayName": "Order ID",
- "roleLevel": "owner",
- "status": "active"
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "teamIDs": [
- "84c11d7d-5caa-4875-a74e-eb23e902041f"
], - "displayName": "Order ID",
- "apiKey": "order-id",
- "type": "singleLine",
- "roleLevel": "owner",
- "status": "active"
}
Email domain represent a domain with records authorizing HelpDesk to send emails on behalf of email owner. This allows for using original license owner domain for ticket communication. To achieve seamless end-user experience, additional setup of mailboxes (inboxes) and reply addresses is required.
ID | string <uuid> Unique object identifier | ||||||||||||
licenseID | integer Unique account identifier | ||||||||||||
createdAt | string <date-time> Time of creation | ||||||||||||
createdBy | string <uuid> Creator identifier | ||||||||||||
createdByType | string Enum: "agent" "client" "system" Creator type | ||||||||||||
updatedAt | string <date-time> Time of last modification | ||||||||||||
updatedBy | string <uuid> Modification author identifier | ||||||||||||
name | string Email domain name. If only fragment is provided, the | ||||||||||||
status | string Enum: "new" "pendingConfiguration" "pendingVerification" "active" "pendingDeletion" "setupFailed" Domain status
| ||||||||||||
object DNS records that have to be set in domain DNS | |||||||||||||
object |
[- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "name": "weyland-yutani.com",
- "status": "new",
- "dns": {
- "TXT": [
- {
- "host": "pm-bounces.livechatinc.com",
- "value": "pm.mtasv.net"
}
], - "CNAME": [
- {
- "host": "20200212092056pm._domainkey.livechatinc.com",
- "value": "k=rsa; p=MIGfMA0GCSqGSIb3DQEBAQUAA4GNADCBiQKBgQCmpdz31Mee4R2wdh/2SbapQRiUsTg+gi6IyyOUopKxBf5OqFXI4YIvxIisMIHWs1t2QBb5/StR6a1Tp5H3YxJ/ooMeto2+GsZVbolMX9Tl/gKyP/+9hJD+OWoxi7IzY/SYj0rE9BgmrUdam+Nkm7emFZHK2LbkhEow5XPoFPD50QIDAQAB"
}
]
}, - "flags": {
- "inboxUsed": true
}
}
]
name required | string Email domain name. If only fragment is provided, the |
ID | string <uuid> Unique object identifier | ||||||||||||
licenseID | integer Unique account identifier | ||||||||||||
createdAt | string <date-time> Time of creation | ||||||||||||
createdBy | string <uuid> Creator identifier | ||||||||||||
createdByType | string Enum: "agent" "client" "system" Creator type | ||||||||||||
updatedAt | string <date-time> Time of last modification | ||||||||||||
updatedBy | string <uuid> Modification author identifier | ||||||||||||
name | string Email domain name. If only fragment is provided, the | ||||||||||||
status | string Enum: "new" "pendingConfiguration" "pendingVerification" "active" "pendingDeletion" "setupFailed" Domain status
| ||||||||||||
object DNS records that have to be set in domain DNS | |||||||||||||
object |
{- "name": "weyland-yutani.com"
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "name": "weyland-yutani.com",
- "status": "new",
- "dns": {
- "TXT": [
- {
- "host": "pm-bounces.livechatinc.com",
- "value": "pm.mtasv.net"
}
], - "CNAME": [
- {
- "host": "20200212092056pm._domainkey.livechatinc.com",
- "value": "k=rsa; p=MIGfMA0GCSqGSIb3DQEBAQUAA4GNADCBiQKBgQCmpdz31Mee4R2wdh/2SbapQRiUsTg+gi6IyyOUopKxBf5OqFXI4YIvxIisMIHWs1t2QBb5/StR6a1Tp5H3YxJ/ooMeto2+GsZVbolMX9Tl/gKyP/+9hJD+OWoxi7IzY/SYj0rE9BgmrUdam+Nkm7emFZHK2LbkhEow5XPoFPD50QIDAQAB"
}
]
}, - "flags": {
- "inboxUsed": true
}
}
emailDomainID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
ID | string <uuid> Unique object identifier | ||||||||||||
licenseID | integer Unique account identifier | ||||||||||||
createdAt | string <date-time> Time of creation | ||||||||||||
createdBy | string <uuid> Creator identifier | ||||||||||||
createdByType | string Enum: "agent" "client" "system" Creator type | ||||||||||||
updatedAt | string <date-time> Time of last modification | ||||||||||||
updatedBy | string <uuid> Modification author identifier | ||||||||||||
name | string Email domain name. If only fragment is provided, the | ||||||||||||
status | string Enum: "new" "pendingConfiguration" "pendingVerification" "active" "pendingDeletion" "setupFailed" Domain status
| ||||||||||||
object DNS records that have to be set in domain DNS | |||||||||||||
object |
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "name": "weyland-yutani.com",
- "status": "new",
- "dns": {
- "TXT": [
- {
- "host": "pm-bounces.livechatinc.com",
- "value": "pm.mtasv.net"
}
], - "CNAME": [
- {
- "host": "20200212092056pm._domainkey.livechatinc.com",
- "value": "k=rsa; p=MIGfMA0GCSqGSIb3DQEBAQUAA4GNADCBiQKBgQCmpdz31Mee4R2wdh/2SbapQRiUsTg+gi6IyyOUopKxBf5OqFXI4YIvxIisMIHWs1t2QBb5/StR6a1Tp5H3YxJ/ooMeto2+GsZVbolMX9Tl/gKyP/+9hJD+OWoxi7IzY/SYj0rE9BgmrUdam+Nkm7emFZHK2LbkhEow5XPoFPD50QIDAQAB"
}
]
}, - "flags": {
- "inboxUsed": true
}
}
emailDomainID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c EmailDomain ID |
ID | string <uuid> Unique object identifier | ||||||||||||
licenseID | integer Unique account identifier | ||||||||||||
createdAt | string <date-time> Time of creation | ||||||||||||
createdBy | string <uuid> Creator identifier | ||||||||||||
createdByType | string Enum: "agent" "client" "system" Creator type | ||||||||||||
updatedAt | string <date-time> Time of last modification | ||||||||||||
updatedBy | string <uuid> Modification author identifier | ||||||||||||
name | string Email domain name. If only fragment is provided, the | ||||||||||||
status | string Enum: "new" "pendingConfiguration" "pendingVerification" "active" "pendingDeletion" "setupFailed" Domain status
| ||||||||||||
object DNS records that have to be set in domain DNS | |||||||||||||
object |
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "name": "weyland-yutani.com",
- "status": "new",
- "dns": {
- "TXT": [
- {
- "host": "pm-bounces.livechatinc.com",
- "value": "pm.mtasv.net"
}
], - "CNAME": [
- {
- "host": "20200212092056pm._domainkey.livechatinc.com",
- "value": "k=rsa; p=MIGfMA0GCSqGSIb3DQEBAQUAA4GNADCBiQKBgQCmpdz31Mee4R2wdh/2SbapQRiUsTg+gi6IyyOUopKxBf5OqFXI4YIvxIisMIHWs1t2QBb5/StR6a1Tp5H3YxJ/ooMeto2+GsZVbolMX9Tl/gKyP/+9hJD+OWoxi7IzY/SYj0rE9BgmrUdam+Nkm7emFZHK2LbkhEow5XPoFPD50QIDAQAB"
}
]
}, - "flags": {
- "inboxUsed": true
}
}
Mailboxes (inboxes) are virtual email addresses provided by HelpDesk as an entry point for all email communcation. All messages that create tickets should be forwarded to one of the mailboxes. Each mailbox can be set to route incomming tickets to specific teams and optionally agents. Mailbox can also have a reply address customized allowing reply to be sent from different From
address for each mailbox.
Default mailbox is built in and can't be removed. It also won't be listed in GET
responses.
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
teamID | string <uuid> Team automatically assigned to tickets coming to this mailbox |
agentID | string or null <uuid> Agent automatically assigned to tickets coming to this mailbox. Agent must be a member of the team. |
description | string Custom description |
object |
[- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "teamID": "c0667eef-641d-4ec1-8841-70369193c95e",
- "agentID": "74c65f91-93f2-4eb5-9483-96ac7fa9011a",
- "description": "Main forwarding address",
- "flags": {
- "inboxUsed": true
}
}
]
teamID required | string <uuid> Team automatically assigned to tickets coming to this mailbox |
agentID | string or null <uuid> Agent automatically assigned to tickets coming to this mailbox. Agent must be a member of the team. |
description | string Custom description |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
teamID | string <uuid> Team automatically assigned to tickets coming to this mailbox |
agentID | string or null <uuid> Agent automatically assigned to tickets coming to this mailbox. Agent must be a member of the team. |
description | string Custom description |
object |
{- "teamID": "c0667eef-641d-4ec1-8841-70369193c95e",
- "agentID": "74c65f91-93f2-4eb5-9483-96ac7fa9011a",
- "description": "Main forwarding address"
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "teamID": "c0667eef-641d-4ec1-8841-70369193c95e",
- "agentID": "74c65f91-93f2-4eb5-9483-96ac7fa9011a",
- "description": "Main forwarding address",
- "flags": {
- "inboxUsed": true
}
}
mailboxID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
teamID | string <uuid> Team automatically assigned to tickets coming to this mailbox |
agentID | string or null <uuid> Agent automatically assigned to tickets coming to this mailbox. Agent must be a member of the team. |
description | string Custom description |
object |
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "teamID": "c0667eef-641d-4ec1-8841-70369193c95e",
- "agentID": "74c65f91-93f2-4eb5-9483-96ac7fa9011a",
- "description": "Main forwarding address",
- "flags": {
- "inboxUsed": true
}
}
mailboxID required | string |
teamID | string <uuid> (properties-teamID) Team automatically assigned to tickets coming to this mailbox |
agentID | string or null <uuid> (agentID) Agent automatically assigned to tickets coming to this mailbox. Agent must be a member of the team. |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
teamID | string <uuid> Team automatically assigned to tickets coming to this mailbox |
agentID | string or null <uuid> Agent automatically assigned to tickets coming to this mailbox. Agent must be a member of the team. |
description | string Custom description |
object |
{- "teamID": "c0667eef-641d-4ec1-8841-70369193c95e",
- "agentID": "74c65f91-93f2-4eb5-9483-96ac7fa9011a"
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "teamID": "c0667eef-641d-4ec1-8841-70369193c95e",
- "agentID": "74c65f91-93f2-4eb5-9483-96ac7fa9011a",
- "description": "Main forwarding address",
- "flags": {
- "inboxUsed": true
}
}
Reply addresses are created automatically when configuring a mailbox with custom reply address. When this happens, an automatic verification message is being sent to verify, that reply address correctly forwards messages back to one of the mailboxes. This is to ensure that end-user will always be able to reply to agent's message.
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
prefix | string Email part before |
emailDomainID | string <uuid> Verified email domain ID |
string <email> Complete email address | |
verified | boolean Is reply address verified |
[- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "prefix": "support",
- "emailDomainID": "05f1856c-9d90-403c-8068-312a0b76bd29",
- "email": "user@example.com",
- "verified": true
}
]
prefix required | string Email part before |
emailDomainID required | string <uuid> Verified email domain ID |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
prefix | string Email part before |
emailDomainID | string <uuid> Verified email domain ID |
string <email> Complete email address | |
verified | boolean Is reply address verified |
{- "prefix": "support",
- "emailDomainID": "05f1856c-9d90-403c-8068-312a0b76bd29"
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "prefix": "support",
- "emailDomainID": "05f1856c-9d90-403c-8068-312a0b76bd29",
- "email": "user@example.com",
- "verified": true
}
replyAddressID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
prefix | string Email part before |
emailDomainID | string <uuid> Verified email domain ID |
string <email> Complete email address | |
verified | boolean Is reply address verified |
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "prefix": "support",
- "emailDomainID": "05f1856c-9d90-403c-8068-312a0b76bd29",
- "email": "user@example.com",
- "verified": true
}
Trusting and blocking emails/domains can be used to force message from specific sender to spam (block) or ignore spam filters (trust). In case of conflicting entries, more specific entry has precedence over more general (email is more important than domain). Adding an address or a domain to one list automatically removes it from the other.
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
email <email> Email address or domain name |
[- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "email": "some@example.com"
}
]
email required | email <email> Email address or domain name |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
email <email> Email address or domain name |
{- "email": "some@example.com"
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "email": "some@example.com"
}
trustedEmailID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
email <email> Email address or domain name |
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "email": "some@example.com"
}
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
email <email> Email address or domain name |
[- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "email": "some@example.com"
}
]
email required | email <email> Email address or domain name |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
email <email> Email address or domain name |
{- "email": "some@example.com"
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "email": "some@example.com"
}
blockedEmailID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
email <email> Email address or domain name |
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "email": "some@example.com"
}
Canned responses represent short templates of replies fragments that can be used during message composition in the app.
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
teamID | string or null Canned response team |
shortcuts | Array of strings List of shortcuts for the canned response |
text | string |
richTextObj | Array of objects Richtext object representing canned response body |
Array of objects (Attachment) Attachments list used in richTextObj |
[- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "teamID": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "shortcuts": [
- "ThankYou"
], - "text": "Thank you for contacting us! We'll reply soon!",
- "richTextObj": [
- { }
], - "attachments": [
- {
- "url": "string",
- "cid": "string",
- "name": "string",
- "size": 0,
- "type": "string",
- "sha256": "string",
- "token": "string"
}
]
}
]
teamID | string or null Canned response team |
shortcuts required | Array of strings List of shortcuts for the canned response |
transactionID | string <uuid> References transaction containing uploaded attachment used in canned response |
text required | string |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
teamID | string or null Canned response team |
shortcuts | Array of strings List of shortcuts for the canned response |
text | string |
richTextObj | Array of objects Richtext object representing canned response body |
Array of objects (Attachment) Attachments list used in richTextObj |
{- "teamID": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "shortcuts": [
- "ThankYou"
], - "transactionID": "050340e4-82de-4a2a-a1c4-724dfaf66cec",
- "richTextObj": [
- { }
]
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "teamID": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "shortcuts": [
- "ThankYou"
], - "text": "Thank you for contacting us! We'll reply soon!",
- "richTextObj": [
- { }
], - "attachments": [
- {
- "url": "string",
- "cid": "string",
- "name": "string",
- "size": 0,
- "type": "string",
- "sha256": "string",
- "token": "string"
}
]
}
cannedResponseID required | string |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
teamID | string or null Canned response team |
shortcuts | Array of strings List of shortcuts for the canned response |
text | string |
richTextObj | Array of objects Richtext object representing canned response body |
Array of objects (Attachment) Attachments list used in richTextObj |
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "teamID": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "shortcuts": [
- "ThankYou"
], - "text": "Thank you for contacting us! We'll reply soon!",
- "richTextObj": [
- { }
], - "attachments": [
- {
- "url": "string",
- "cid": "string",
- "name": "string",
- "size": 0,
- "type": "string",
- "sha256": "string",
- "token": "string"
}
]
}
cannedResponseID required | string |
teamID | string or null (teamID) Canned response team |
text | string (text) |
shortcuts | Array of strings (shortcuts) List of shortcuts for the canned response |
richTextObj | Array of objects (richTextObj) Richtext object representing canned response body |
transactionID | string <uuid> References transaction containing uploaded attachment used in canned response |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
teamID | string or null Canned response team |
shortcuts | Array of strings List of shortcuts for the canned response |
text | string |
richTextObj | Array of objects Richtext object representing canned response body |
Array of objects (Attachment) Attachments list used in richTextObj |
{- "teamID": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "text": "Thank you for contacting us! We'll reply soon!",
- "shortcuts": [
- "ThankYou"
], - "richTextObj": [
- { }
], - "transactionID": "050340e4-82de-4a2a-a1c4-724dfaf66cec"
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "teamID": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "shortcuts": [
- "ThankYou"
], - "text": "Thank you for contacting us! We'll reply soon!",
- "richTextObj": [
- { }
], - "attachments": [
- {
- "url": "string",
- "cid": "string",
- "name": "string",
- "size": 0,
- "type": "string",
- "sha256": "string",
- "token": "string"
}
]
}
Rules allow automated processing of tickets. Rules are executed for every ticket during creation or any change that modifies the ticket. A rule consists of conditions (triggers) and actions. When every (or any - depending on quantifier) trigger is fulfilled, all action in the rule are being performed.
ID | string <uuid> Unique object identifier | ||||||
licenseID | integer Unique account identifier | ||||||
createdAt | string <date-time> Time of creation | ||||||
createdBy | string <uuid> Creator identifier | ||||||
createdByType | string Enum: "agent" "client" "system" Creator type | ||||||
updatedAt | string <date-time> Time of last modification | ||||||
updatedBy | string <uuid> Modification author identifier | ||||||
name | string Rule name | ||||||
description | string Rule description | ||||||
type | string Value: "tickets" Rules domain | ||||||
ordering | integer Rule execution order | ||||||
active | boolean Is rule active | ||||||
quantifier | string Enum: "all" "any"
| ||||||
triggers | Array of objects (RuleTrigger) | ||||||
Array of RuleAssignAction (object) or RuleSendRatingRequestAction (object) or RuleSendFollowUpAction (object) or RuleMessageAction (object) or RuleStatusAction (object) or RulePriorityAction (object) or RuleSpamAction (object) or RuleAddTagsAction (object) or RuleRemoveTagsAction (object) or RuleAddFollowersAction (object) or RuleRemoveFollowersAction (object) (RuleAction) | |||||||
useCounter | number Rule use counter |
[- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "name": "Pending to closed",
- "description": "Set ticket to closed after 3 days when pending",
- "type": "tickets",
- "ordering": 100,
- "active": true,
- "quantifier": "all",
- "triggers": [
- { }
], - "actions": [
- {
- "type": "assign",
- "teamID": "5f4b1f3b-4b7b-4b7b-8b7b-4b7b4b7b4b7b",
- "randomAgent": true,
- "roundRobin": true,
- "agentID": "5f4b1f3b-4b7b-4b7b-8b7b-4b7b4b7b4b7b"
}
], - "useCounter": 153
}
]
name required | string Rule name | ||||||
description | string Rule description | ||||||
type required | string Value: "tickets" Rules domain | ||||||
ordering required | integer Rule execution order | ||||||
active required | boolean Is rule active | ||||||
quantifier required | string Enum: "all" "any"
| ||||||
triggers required | Array of objects (RuleTrigger) | ||||||
required | Array of RuleAssignAction (object) or RuleSendRatingRequestAction (object) or RuleSendFollowUpAction (object) or RuleMessageAction (object) or RuleStatusAction (object) or RulePriorityAction (object) or RuleSpamAction (object) or RuleAddTagsAction (object) or RuleRemoveTagsAction (object) or RuleAddFollowersAction (object) or RuleRemoveFollowersAction (object) (RuleAction) | ||||||
useCounter | number Rule use counter |
ID | string <uuid> Unique object identifier | ||||||
licenseID | integer Unique account identifier | ||||||
createdAt | string <date-time> Time of creation | ||||||
createdBy | string <uuid> Creator identifier | ||||||
createdByType | string Enum: "agent" "client" "system" Creator type | ||||||
updatedAt | string <date-time> Time of last modification | ||||||
updatedBy | string <uuid> Modification author identifier | ||||||
name | string Rule name | ||||||
description | string Rule description | ||||||
type | string Value: "tickets" Rules domain | ||||||
ordering | integer Rule execution order | ||||||
active | boolean Is rule active | ||||||
quantifier | string Enum: "all" "any"
| ||||||
triggers | Array of objects (RuleTrigger) | ||||||
Array of RuleAssignAction (object) or RuleSendRatingRequestAction (object) or RuleSendFollowUpAction (object) or RuleMessageAction (object) or RuleStatusAction (object) or RulePriorityAction (object) or RuleSpamAction (object) or RuleAddTagsAction (object) or RuleRemoveTagsAction (object) or RuleAddFollowersAction (object) or RuleRemoveFollowersAction (object) (RuleAction) | |||||||
useCounter | number Rule use counter |
{- "name": "Pending to closed",
- "description": "Set ticket to closed after 3 days when pending",
- "type": "tickets",
- "ordering": 100,
- "active": true,
- "quantifier": "all",
- "triggers": [
- { }
], - "actions": [
- {
- "type": "assign",
- "teamID": "5f4b1f3b-4b7b-4b7b-8b7b-4b7b4b7b4b7b",
- "randomAgent": true,
- "roundRobin": true,
- "agentID": "5f4b1f3b-4b7b-4b7b-8b7b-4b7b4b7b4b7b"
}
], - "useCounter": 153
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "name": "Pending to closed",
- "description": "Set ticket to closed after 3 days when pending",
- "type": "tickets",
- "ordering": 100,
- "active": true,
- "quantifier": "all",
- "triggers": [
- { }
], - "actions": [
- {
- "type": "assign",
- "teamID": "5f4b1f3b-4b7b-4b7b-8b7b-4b7b4b7b4b7b",
- "randomAgent": true,
- "roundRobin": true,
- "agentID": "5f4b1f3b-4b7b-4b7b-8b7b-4b7b4b7b4b7b"
}
], - "useCounter": 153
}
ruleID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
ID | string <uuid> Unique object identifier | ||||||
licenseID | integer Unique account identifier | ||||||
createdAt | string <date-time> Time of creation | ||||||
createdBy | string <uuid> Creator identifier | ||||||
createdByType | string Enum: "agent" "client" "system" Creator type | ||||||
updatedAt | string <date-time> Time of last modification | ||||||
updatedBy | string <uuid> Modification author identifier | ||||||
name | string Rule name | ||||||
description | string Rule description | ||||||
type | string Value: "tickets" Rules domain | ||||||
ordering | integer Rule execution order | ||||||
active | boolean Is rule active | ||||||
quantifier | string Enum: "all" "any"
| ||||||
triggers | Array of objects (RuleTrigger) | ||||||
Array of RuleAssignAction (object) or RuleSendRatingRequestAction (object) or RuleSendFollowUpAction (object) or RuleMessageAction (object) or RuleStatusAction (object) or RulePriorityAction (object) or RuleSpamAction (object) or RuleAddTagsAction (object) or RuleRemoveTagsAction (object) or RuleAddFollowersAction (object) or RuleRemoveFollowersAction (object) (RuleAction) | |||||||
useCounter | number Rule use counter |
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "name": "Pending to closed",
- "description": "Set ticket to closed after 3 days when pending",
- "type": "tickets",
- "ordering": 100,
- "active": true,
- "quantifier": "all",
- "triggers": [
- { }
], - "actions": [
- {
- "type": "assign",
- "teamID": "5f4b1f3b-4b7b-4b7b-8b7b-4b7b4b7b4b7b",
- "randomAgent": true,
- "roundRobin": true,
- "agentID": "5f4b1f3b-4b7b-4b7b-8b7b-4b7b4b7b4b7b"
}
], - "useCounter": 153
}
ruleID required | string |
name | string (RuleBase-properties-name) Rule name | ||||||
description | string (description) Rule description | ||||||
ordering | integer (ordering) Rule execution order | ||||||
quantifier | string (quantifier) Enum: "all" "any"
| ||||||
active | boolean (active) Is rule active | ||||||
triggers | Array of objects (triggers) | ||||||
Array of RuleAssignAction (object) or RuleSendRatingRequestAction (object) or RuleSendFollowUpAction (object) or RuleMessageAction (object) or RuleStatusAction (object) or RulePriorityAction (object) or RuleSpamAction (object) or RuleAddTagsAction (object) or RuleRemoveTagsAction (object) or RuleAddFollowersAction (object) or RuleRemoveFollowersAction (object) (actions) |
ID | string <uuid> Unique object identifier | ||||||
licenseID | integer Unique account identifier | ||||||
createdAt | string <date-time> Time of creation | ||||||
createdBy | string <uuid> Creator identifier | ||||||
createdByType | string Enum: "agent" "client" "system" Creator type | ||||||
updatedAt | string <date-time> Time of last modification | ||||||
updatedBy | string <uuid> Modification author identifier | ||||||
name | string Rule name | ||||||
description | string Rule description | ||||||
type | string Value: "tickets" Rules domain | ||||||
ordering | integer Rule execution order | ||||||
active | boolean Is rule active | ||||||
quantifier | string Enum: "all" "any"
| ||||||
triggers | Array of objects (RuleTrigger) | ||||||
Array of RuleAssignAction (object) or RuleSendRatingRequestAction (object) or RuleSendFollowUpAction (object) or RuleMessageAction (object) or RuleStatusAction (object) or RulePriorityAction (object) or RuleSpamAction (object) or RuleAddTagsAction (object) or RuleRemoveTagsAction (object) or RuleAddFollowersAction (object) or RuleRemoveFollowersAction (object) (RuleAction) | |||||||
useCounter | number Rule use counter |
{- "name": "Pending to closed",
- "description": "Set ticket to closed after 3 days when pending",
- "ordering": 100,
- "quantifier": "all",
- "active": true,
- "triggers": [
- { }
], - "actions": [
- {
- "type": "assign",
- "teamID": "5f4b1f3b-4b7b-4b7b-8b7b-4b7b4b7b4b7b",
- "randomAgent": true,
- "roundRobin": true,
- "agentID": "5f4b1f3b-4b7b-4b7b-8b7b-4b7b4b7b4b7b"
}
]
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "name": "Pending to closed",
- "description": "Set ticket to closed after 3 days when pending",
- "type": "tickets",
- "ordering": 100,
- "active": true,
- "quantifier": "all",
- "triggers": [
- { }
], - "actions": [
- {
- "type": "assign",
- "teamID": "5f4b1f3b-4b7b-4b7b-8b7b-4b7b4b7b4b7b",
- "randomAgent": true,
- "roundRobin": true,
- "agentID": "5f4b1f3b-4b7b-4b7b-8b7b-4b7b4b7b4b7b"
}
], - "useCounter": 153
}
Macros enable batch processing of tickets. A macro consists of several actions. When a user triggers a macro, all the actions within it are executed on the ticket. The number of macros is limited to 20 shared macros per license and 20 private macros per user.
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
agentID | string <uuid> (ID) Unique object identifier |
name | string Macors name |
description | string Macros description |
teamIDs | Array of strings or null <uuid> This is a list of teams where the macro will be available. If set to |
Array of RuleAssignAction (object) or RuleSendRatingRequestAction (object) or RuleSendFollowUpAction (object) or RuleMessageAction (object) or RuleStatusAction (object) or RulePriorityAction (object) or RuleSpamAction (object) or RuleAddTagsAction (object) or RuleRemoveTagsAction (object) or RuleAddFollowersAction (object) or RuleRemoveFollowersAction (object) (RuleAction) |
[- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "agentID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "My macro",
- "description": "My macro description",
- "teamIDs": [
- "84c11d7d-5caa-4875-a74e-eb23e902041f"
], - "actions": [
- {
- "type": "assign",
- "teamID": "5f4b1f3b-4b7b-4b7b-8b7b-4b7b4b7b4b7b",
- "randomAgent": true,
- "roundRobin": true,
- "agentID": "5f4b1f3b-4b7b-4b7b-8b7b-4b7b4b7b4b7b"
}
]
}
]
name required | string Macors name |
description | string Macros description |
teamIDs | Array of strings or null <uuid> This is a list of teams where the macro will be available. If set to |
required | Array of RuleAssignAction (object) or RuleSendRatingRequestAction (object) or RuleSendFollowUpAction (object) or RuleMessageAction (object) or RuleStatusAction (object) or RulePriorityAction (object) or RuleSpamAction (object) or RuleAddTagsAction (object) or RuleRemoveTagsAction (object) or RuleAddFollowersAction (object) or RuleRemoveFollowersAction (object) (RuleAction) |
shared | boolean If a macro is shared, it becomes visible to all agents, regardless of macros |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
agentID | string <uuid> (ID) Unique object identifier |
name | string Macors name |
description | string Macros description |
teamIDs | Array of strings or null <uuid> This is a list of teams where the macro will be available. If set to |
Array of RuleAssignAction (object) or RuleSendRatingRequestAction (object) or RuleSendFollowUpAction (object) or RuleMessageAction (object) or RuleStatusAction (object) or RulePriorityAction (object) or RuleSpamAction (object) or RuleAddTagsAction (object) or RuleRemoveTagsAction (object) or RuleAddFollowersAction (object) or RuleRemoveFollowersAction (object) (RuleAction) |
{- "name": "My macro",
- "description": "My macro description",
- "teamIDs": [
- "84c11d7d-5caa-4875-a74e-eb23e902041f"
], - "actions": [
- {
- "type": "assign",
- "teamID": "5f4b1f3b-4b7b-4b7b-8b7b-4b7b4b7b4b7b",
- "randomAgent": true,
- "roundRobin": true,
- "agentID": "5f4b1f3b-4b7b-4b7b-8b7b-4b7b4b7b4b7b"
}
], - "shared": true
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "agentID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "My macro",
- "description": "My macro description",
- "teamIDs": [
- "84c11d7d-5caa-4875-a74e-eb23e902041f"
], - "actions": [
- {
- "type": "assign",
- "teamID": "5f4b1f3b-4b7b-4b7b-8b7b-4b7b4b7b4b7b",
- "randomAgent": true,
- "roundRobin": true,
- "agentID": "5f4b1f3b-4b7b-4b7b-8b7b-4b7b4b7b4b7b"
}
]
}
macroID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
agentID | string <uuid> (ID) Unique object identifier |
name | string Macors name |
description | string Macros description |
teamIDs | Array of strings or null <uuid> This is a list of teams where the macro will be available. If set to |
Array of RuleAssignAction (object) or RuleSendRatingRequestAction (object) or RuleSendFollowUpAction (object) or RuleMessageAction (object) or RuleStatusAction (object) or RulePriorityAction (object) or RuleSpamAction (object) or RuleAddTagsAction (object) or RuleRemoveTagsAction (object) or RuleAddFollowersAction (object) or RuleRemoveFollowersAction (object) (RuleAction) |
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "agentID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "My macro",
- "description": "My macro description",
- "teamIDs": [
- "84c11d7d-5caa-4875-a74e-eb23e902041f"
], - "actions": [
- {
- "type": "assign",
- "teamID": "5f4b1f3b-4b7b-4b7b-8b7b-4b7b4b7b4b7b",
- "randomAgent": true,
- "roundRobin": true,
- "agentID": "5f4b1f3b-4b7b-4b7b-8b7b-4b7b4b7b4b7b"
}
]
}
macroID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
name | string Macors name |
description | string Macros description |
teamIDs | Array of strings or null <uuid> This is a list of teams where the macro will be available. If set to |
Array of RuleAssignAction (object) or RuleSendRatingRequestAction (object) or RuleSendFollowUpAction (object) or RuleMessageAction (object) or RuleStatusAction (object) or RulePriorityAction (object) or RuleSpamAction (object) or RuleAddTagsAction (object) or RuleRemoveTagsAction (object) or RuleAddFollowersAction (object) or RuleRemoveFollowersAction (object) (RuleAction) | |
shared | boolean If a macro is shared, it becomes visible to all agents, regardless of macros |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
agentID | string <uuid> (ID) Unique object identifier |
name | string Macors name |
description | string Macros description |
teamIDs | Array of strings or null <uuid> This is a list of teams where the macro will be available. If set to |
Array of RuleAssignAction (object) or RuleSendRatingRequestAction (object) or RuleSendFollowUpAction (object) or RuleMessageAction (object) or RuleStatusAction (object) or RulePriorityAction (object) or RuleSpamAction (object) or RuleAddTagsAction (object) or RuleRemoveTagsAction (object) or RuleAddFollowersAction (object) or RuleRemoveFollowersAction (object) (RuleAction) |
{- "name": "My macro",
- "description": "My macro description",
- "teamIDs": [
- "84c11d7d-5caa-4875-a74e-eb23e902041f"
], - "actions": [
- {
- "type": "assign",
- "teamID": "5f4b1f3b-4b7b-4b7b-8b7b-4b7b4b7b4b7b",
- "randomAgent": true,
- "roundRobin": true,
- "agentID": "5f4b1f3b-4b7b-4b7b-8b7b-4b7b4b7b4b7b"
}
], - "shared": true
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "agentID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "My macro",
- "description": "My macro description",
- "teamIDs": [
- "84c11d7d-5caa-4875-a74e-eb23e902041f"
], - "actions": [
- {
- "type": "assign",
- "teamID": "5f4b1f3b-4b7b-4b7b-8b7b-4b7b4b7b4b7b",
- "randomAgent": true,
- "roundRobin": true,
- "agentID": "5f4b1f3b-4b7b-4b7b-8b7b-4b7b4b7b4b7b"
}
]
}
Views are materialized ticket filters. Every ticket filter set can be saved as a view. Views are created per agent.
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
agentID | string <uuid> (ID) Unique object identifier |
name | string View name |
filters | object All ticket filters except |
[- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "agentID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "My tickets this week",
- "filters": { }
}
]
name required | string View name |
filters required | object All ticket filters except |
shared | boolean Is view shared (visible to all agents on the license) - only admin can create shared views |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
agentID | string <uuid> (ID) Unique object identifier |
name | string View name |
filters | object All ticket filters except |
{- "name": "My tickets this week",
- "filters": { },
- "shared": true
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "agentID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "My tickets this week",
- "filters": { }
}
viewID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
agentID | string <uuid> (ID) Unique object identifier |
name | string View name |
filters | object All ticket filters except |
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "agentID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "My tickets this week",
- "filters": { }
}
viewID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
name | string (ViewBase-properties-name) View name |
filters | object (filters) All ticket filters except |
shared | boolean Is view shared (visible to all agents on the license) - only admin is allowed to change the setting |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
agentID | string <uuid> (ID) Unique object identifier |
name | string View name |
filters | object All ticket filters except |
{- "name": "My tickets this week",
- "filters": { },
- "shared": true
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "agentID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "name": "My tickets this week",
- "filters": { }
}
Webhooks represent HTTP addresses that are being requested every time an event occurs.
Webhook payload for tickets.*
webhooks (POST
request with application/json
payload):
{
eventType: <webhook event type>,
createdAt: <webhook event timestamp>,
payload: {
<new ticket content>
}
}
Webhook payload for tickets.events.*
webhooks (POST
request with application/json
payload):
{
eventType: <webhook event type>,
createdAt: <webhook event timestamp>,
payload: {
ticket: <new ticket content>
event: <the event content>
}
}
Supported events:
Event type | Description |
---|---|
tickets.create |
New ticket was created |
tickets.update |
Ticket was modified |
tickets.statusChange |
Ticket's status changed (deprecated - please use tickets.events.status instead) |
tickets.events.status |
Ticket's status changed |
tickets.events.priority |
Ticket's priority changed |
tickets.events.message |
New message in ticket |
tickets.events.tags |
Ticket's tags changed |
tickets.events.followers |
Ticket's followers changed |
tickets.events.assignment |
Ticket's assignment changed |
The request will be retried for about 24 hours with increasing interval in case endpoint responds with HTTP code different than 200
.
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
name | string/^[-a-z0-9]+$/ Optional webhook name |
url | string <url> Webhook URL |
eventType | string Enum: "tickets.create" "tickets.update" "tickets.statusChange" "tickets.events.status" "tickets.events.priority" "tickets.events.message" "tickets.events.tags" "tickets.events.followers" "tickets.events.assignment" |
[- {
- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "name": "My tickets this week",
- "eventType": "tickets.create"
}
]
name | string/^[-a-z0-9]+$/ Optional webhook name |
url required | string <url> Webhook URL |
eventType required | string Enum: "tickets.create" "tickets.update" "tickets.statusChange" "tickets.events.status" "tickets.events.priority" "tickets.events.message" "tickets.events.tags" "tickets.events.followers" "tickets.events.assignment" |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
name | string/^[-a-z0-9]+$/ Optional webhook name |
url | string <url> Webhook URL |
eventType | string Enum: "tickets.create" "tickets.update" "tickets.statusChange" "tickets.events.status" "tickets.events.priority" "tickets.events.message" "tickets.events.tags" "tickets.events.followers" "tickets.events.assignment" |
{- "name": "My tickets this week",
- "eventType": "tickets.create"
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "name": "My tickets this week",
- "eventType": "tickets.create"
}
webhookID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
name | string/^[-a-z0-9]+$/ Optional webhook name |
url | string <url> Webhook URL |
eventType | string Enum: "tickets.create" "tickets.update" "tickets.statusChange" "tickets.events.status" "tickets.events.priority" "tickets.events.message" "tickets.events.tags" "tickets.events.followers" "tickets.events.assignment" |
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "name": "My tickets this week",
- "eventType": "tickets.create"
}
webhookID required | string <uuid> (ID) Example: 42e113f9-9353-4e89-9f68-69b92f423b0c Unique object identifier |
url | string <url> (url) Webhook URL |
eventType | string (eventType) Enum: "tickets.create" "tickets.update" "tickets.statusChange" "tickets.events.status" "tickets.events.priority" "tickets.events.message" "tickets.events.tags" "tickets.events.followers" "tickets.events.assignment" |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
name | string/^[-a-z0-9]+$/ Optional webhook name |
url | string <url> Webhook URL |
eventType | string Enum: "tickets.create" "tickets.update" "tickets.statusChange" "tickets.events.status" "tickets.events.priority" "tickets.events.message" "tickets.events.tags" "tickets.events.followers" "tickets.events.assignment" |
{- "eventType": "tickets.create"
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "name": "My tickets this week",
- "eventType": "tickets.create"
}
type | string Value: "raw" Report type. Must be |
recipients | Array of strings <email> Report recipients will receive link to CSV file with generated report. |
object Report time range |
ID | string <uuid> Unique object identifier |
licenseID | integer Unique account identifier |
createdAt | string <date-time> Time of creation |
createdBy | string <uuid> Creator identifier |
createdByType | string Enum: "agent" "client" "system" Creator type |
updatedAt | string <date-time> Time of last modification |
updatedBy | string <uuid> Modification author identifier |
name | string Report name |
object | |
integrations | object External integrations data |
{- "type": "raw",
- "recipients": [
- "user@example.com"
], - "range": {
- "timezone": "UTC",
- "from": "2019-08-24",
- "to": "2019-08-24"
}
}
{- "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
- "licenseID": 13381337,
- "createdAt": "2020-04-30T22:02:08.901Z",
- "createdBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "createdByType": "agent",
- "updatedAt": "2020-04-30T22:02:08.901Z",
- "updatedBy": "f56caf69-3f05-4386-9567-fdc909d7ad77",
- "name": "Sales report",
- "settings": {
- "notifyReportAboutRequestersActivity": true,
- "notifyReportAboutAssignedTicket": true,
- "unauthReplyCreatesNewTicket": false
}, - "integrations": { }
}
object time range and step | |
agentID | string <uuid> (ID) Example: agentID=42e113f9-9353-4e89-9f68-69b92f423b0c limit to agent's tickets |
tagIDs[] | Array of strings <uuid> (ID) unique Example: tagIDs[]=42e113f9-9353-4e89-9f68-69b92f423b0c Limit to tags |
hasTags | string Enum: "Y" "N" "0" "1" Limit to tagged/untagged tickets |
spam | boolean Default: false Include spam tickets |
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20 Ticket priority |
priorityOp | string (TicketPriorityOperator) Default: "eq" Enum: "eq" "gt" "lt" "gte" "lte" Ticket priority operator |
object |
{- "2020-07-10T00:00:00+0200": {
- "newTickets": 10
}, - "2020-07-10T01:00:00+0200": {
- "newTickets": 17
}, - "2020-07-10T02:00:00+0200": {
- "newTickets": 4
}
}
object time range and step | |
agentID | string <uuid> (ID) Example: agentID=42e113f9-9353-4e89-9f68-69b92f423b0c limit to agent's tickets |
tagIDs[] | Array of strings <uuid> (ID) unique Example: tagIDs[]=42e113f9-9353-4e89-9f68-69b92f423b0c Limit to tags |
hasTags | string Enum: "Y" "N" "0" "1" Limit to tagged/untagged tickets |
spam | boolean Default: false Include spam tickets |
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20 Ticket priority |
priorityOp | string (TicketPriorityOperator) Default: "eq" Enum: "eq" "gt" "lt" "gte" "lte" Ticket priority operator |
object |
{- "2020-07-10": {
- "api": 0,
- "email": 0,
- "integration": 0,
- "openwidget": 0
}, - "2020-07-11": {
- "api": 0,
- "email": 0,
- "integration": 0,
- "openwidget": 0
}, - "2020-07-12": {
- "api": 0,
- "email": 0,
- "integration": 0,
- "openwidget": 0
}
}
object time range and step | |
agentID | string <uuid> (ID) Example: agentID=42e113f9-9353-4e89-9f68-69b92f423b0c limit to agent's tickets |
tagIDs[] | Array of strings <uuid> (ID) unique Example: tagIDs[]=42e113f9-9353-4e89-9f68-69b92f423b0c Limit to tags |
hasTags | string Enum: "Y" "N" "0" "1" Limit to tagged/untagged tickets |
spam | boolean Default: false Include spam tickets |
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20 Ticket priority |
priorityOp | string (TicketPriorityOperator) Default: "eq" Enum: "eq" "gt" "lt" "gte" "lte" Ticket priority operator |
object |
{- "2020-07-10": {
- "good": 0,
- "neutral": 0,
- "bad": 0
}, - "2020-07-11": {
- "good": 0,
- "neutral": 0,
- "bad": 0
}, - "2020-07-12": {
- "good": 0,
- "neutral": 0,
- "bad": 0
}
}
object time range and step | |
agentID | string <uuid> (ID) Example: agentID=42e113f9-9353-4e89-9f68-69b92f423b0c limit to agent's tickets |
tagIDs[] | Array of strings <uuid> (ID) unique Example: tagIDs[]=42e113f9-9353-4e89-9f68-69b92f423b0c Limit to tags |
hasTags | string Enum: "Y" "N" "0" "1" Limit to tagged/untagged tickets |
spam | boolean Default: false Include spam tickets |
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20 Ticket priority |
priorityOp | string (TicketPriorityOperator) Default: "eq" Enum: "eq" "gt" "lt" "gte" "lte" Ticket priority operator |
object |
{- "8f27f169-0d9a-4c75-b625-6f4a6388cf63": {
- "good": 2,
- "neutral": 0,
- "bad": 0
}, - "46bf2010-55f4-4ece-9f3a-fe4d520af4bd": {
- "good": 3,
- "neutral": 0,
- "bad": 0
}
}
object time range and step | |
agentID | string <uuid> (ID) Example: agentID=42e113f9-9353-4e89-9f68-69b92f423b0c limit to agent's tickets |
tagIDs[] | Array of strings <uuid> (ID) unique Example: tagIDs[]=42e113f9-9353-4e89-9f68-69b92f423b0c Limit to tags |
hasTags | string Enum: "Y" "N" "0" "1" Limit to tagged/untagged tickets |
spam | boolean Default: false Include spam tickets |
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20 Ticket priority |
priorityOp | string (TicketPriorityOperator) Default: "eq" Enum: "eq" "gt" "lt" "gte" "lte" Ticket priority operator |
object |
{- "8f27f169-0d9a-4c75-b625-6f4a6388cf63": {
- "good": 2,
- "neutral": 0,
- "bad": 0
}, - "46bf2010-55f4-4ece-9f3a-fe4d520af4bd": {
- "good": 3,
- "neutral": 0,
- "bad": 0
}
}
object time range and step | |
agentID | string <uuid> (ID) Example: agentID=42e113f9-9353-4e89-9f68-69b92f423b0c limit to agent's tickets |
tagIDs[] | Array of strings <uuid> (ID) unique Example: tagIDs[]=42e113f9-9353-4e89-9f68-69b92f423b0c Limit to tags |
hasTags | string Enum: "Y" "N" "0" "1" Limit to tagged/untagged tickets |
spam | boolean Default: false Include spam tickets |
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20 Ticket priority |
priorityOp | string (TicketPriorityOperator) Default: "eq" Enum: "eq" "gt" "lt" "gte" "lte" Ticket priority operator |
object |
{- "8f27f169-0d9a-4c75-b625-6f4a6388cf63": {
- "good": 2,
- "neutral": 0,
- "bad": 0
}, - "46bf2010-55f4-4ece-9f3a-fe4d520af4bd": {
- "good": 3,
- "neutral": 0,
- "bad": 0
}
}
object time range and step | |
status required | string Enum: "solved" "closed" Ticket status |
agentID | string <uuid> (ID) Example: agentID=42e113f9-9353-4e89-9f68-69b92f423b0c limit to agent's tickets |
tagIDs[] | Array of strings <uuid> (ID) unique Example: tagIDs[]=42e113f9-9353-4e89-9f68-69b92f423b0c Limit to tags |
hasTags | string Enum: "Y" "N" "0" "1" Limit to tagged/untagged tickets |
spam | boolean Default: false Include spam tickets |
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20 Ticket priority |
priorityOp | string (TicketPriorityOperator) Default: "eq" Enum: "eq" "gt" "lt" "gte" "lte" Ticket priority operator |
object |
{- "2020-07-10": {
- "count": 0
}, - "2020-07-11": {
- "count": 0
}, - "2020-07-12": {
- "count": 0
}
}
object time range and step | |
status required | string Enum: "solved" "closed" Ticket status |
agentID | string <uuid> (ID) Example: agentID=42e113f9-9353-4e89-9f68-69b92f423b0c limit to agent's tickets |
tagIDs[] | Array of strings <uuid> (ID) unique Example: tagIDs[]=42e113f9-9353-4e89-9f68-69b92f423b0c Limit to tags |
hasTags | string Enum: "Y" "N" "0" "1" Limit to tagged/untagged tickets |
spam | boolean Default: false Include spam tickets |
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20 Ticket priority |
priorityOp | string (TicketPriorityOperator) Default: "eq" Enum: "eq" "gt" "lt" "gte" "lte" Ticket priority operator |
object |
{- "8f27f169-0d9a-4c75-b625-6f4a6388cf63": {
- "count": 123
}, - "46bf2010-55f4-4ece-9f3a-fe4d520af4bd": {
- "count": 456
}
}
object time range and step | |
status required | string Enum: "solved" "closed" Ticket status |
agentID | string <uuid> (ID) Example: agentID=42e113f9-9353-4e89-9f68-69b92f423b0c limit to agent's tickets |
tagIDs[] | Array of strings <uuid> (ID) unique Example: tagIDs[]=42e113f9-9353-4e89-9f68-69b92f423b0c Limit to tags |
hasTags | string Enum: "Y" "N" "0" "1" Limit to tagged/untagged tickets |
spam | boolean Default: false Include spam tickets |
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20 Ticket priority |
priorityOp | string (TicketPriorityOperator) Default: "eq" Enum: "eq" "gt" "lt" "gte" "lte" Ticket priority operator |
object |
{- "8f27f169-0d9a-4c75-b625-6f4a6388cf63": {
- "count": 123
}, - "46bf2010-55f4-4ece-9f3a-fe4d520af4bd": {
- "count": 456
}
}
object time range and step | |
agentID | string <uuid> (ID) Example: agentID=42e113f9-9353-4e89-9f68-69b92f423b0c limit to agent's tickets |
tagIDs[] | Array of strings <uuid> (ID) unique Example: tagIDs[]=42e113f9-9353-4e89-9f68-69b92f423b0c Limit to tags |
hasTags | string Enum: "Y" "N" "0" "1" Limit to tagged/untagged tickets |
spam | boolean Default: false Include spam tickets |
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20 Ticket priority |
priorityOp | string (TicketPriorityOperator) Default: "eq" Enum: "eq" "gt" "lt" "gte" "lte" Ticket priority operator |
object |
{- "2020-06-01": {
- "sumSecondsToAssignment": 74342,
- "sumSecondsToResponse": 1272554,
- "count": 36
}, - "2020-06-02": {
- "sumSecondsToAssignment": 172156,
- "sumSecondsToResponse": 2210956,
- "count": 23
}, - "2020-06-03": {
- "sumSecondsToAssignment": 176104,
- "sumSecondsToResponse": 3228367,
- "count": 29
}
}
object time range and step | |
agentID | string <uuid> (ID) Example: agentID=42e113f9-9353-4e89-9f68-69b92f423b0c limit to agent's tickets |
tagIDs[] | Array of strings <uuid> (ID) unique Example: tagIDs[]=42e113f9-9353-4e89-9f68-69b92f423b0c Limit to tags |
hasTags | string Enum: "Y" "N" "0" "1" Limit to tagged/untagged tickets |
spam | boolean Default: false Include spam tickets |
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20 Ticket priority |
priorityOp | string (TicketPriorityOperator) Default: "eq" Enum: "eq" "gt" "lt" "gte" "lte" Ticket priority operator |
object |
{- "8f27f169-0d9a-4c75-b625-6f4a6388cf63": {
- "averageSecondsToAssignment": 1272554,
- "averageSecondsToResponse": 74342,
- "bad": 0
}, - "46bf2010-55f4-4ece-9f3a-fe4d520af4bd": {
- "averageSecondsToAssignment": 1272554,
- "averageSecondsToResponse": 74342,
- "bad": 0
}
}
object time range and step | |
agentID | string <uuid> (ID) Example: agentID=42e113f9-9353-4e89-9f68-69b92f423b0c limit to agent's tickets |
tagIDs[] | Array of strings <uuid> (ID) unique Example: tagIDs[]=42e113f9-9353-4e89-9f68-69b92f423b0c Limit to tags |
hasTags | string Enum: "Y" "N" "0" "1" Limit to tagged/untagged tickets |
spam | boolean Default: false Include spam tickets |
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20 Ticket priority |
priorityOp | string (TicketPriorityOperator) Default: "eq" Enum: "eq" "gt" "lt" "gte" "lte" Ticket priority operator |
object |
{- "8f27f169-0d9a-4c75-b625-6f4a6388cf63": {
- "averageSecondsToAssignment": 74342,
- "averageSecondsToResponse": 1272554,
- "bad": 0
}, - "46bf2010-55f4-4ece-9f3a-fe4d520af4bd": {
- "averageSecondsToAssignment": 74342,
- "averageSecondsToResponse": 1272554,
- "bad": 0
}
}
object time range and step | |
agentID | string <uuid> (ID) Example: agentID=42e113f9-9353-4e89-9f68-69b92f423b0c limit to agent's tickets |
tagIDs[] | Array of strings <uuid> (ID) unique Example: tagIDs[]=42e113f9-9353-4e89-9f68-69b92f423b0c Limit to tags |
hasTags | string Enum: "Y" "N" "0" "1" Limit to tagged/untagged tickets |
spam | boolean Default: false Include spam tickets |
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20 Ticket priority |
priorityOp | string (TicketPriorityOperator) Default: "eq" Enum: "eq" "gt" "lt" "gte" "lte" Ticket priority operator |
object |
{- "2020-06-01": {
- "sumSecondsFromCreation": 74342,
- "sumSecondsFromAssignment": 1272554,
- "countFromCreation": 36,
- "countFromAssignment": 36,
- "count": 36
}, - "2020-06-02": {
- "sumSecondsFromCreation": 172156,
- "sumSecondsFromAssignment": 2210956,
- "countFromCreation": 23,
- "countFromAssignment": 23,
- "count": 23
}, - "2020-06-03": {
- "sumSecondsFromCreation": 176104,
- "sumSecondsFromAssignment": 3228367,
- "countFromCreation": 29,
- "countFromAssignment": 29,
- "count": 29
}
}
object time range and step | |
agentID | string <uuid> (ID) Example: agentID=42e113f9-9353-4e89-9f68-69b92f423b0c limit to agent's tickets |
tagIDs[] | Array of strings <uuid> (ID) unique Example: tagIDs[]=42e113f9-9353-4e89-9f68-69b92f423b0c Limit to tags |
hasTags | string Enum: "Y" "N" "0" "1" Limit to tagged/untagged tickets |
spam | boolean Default: false Include spam tickets |
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20 Ticket priority |
priorityOp | string (TicketPriorityOperator) Default: "eq" Enum: "eq" "gt" "lt" "gte" "lte" Ticket priority operator |
object |
{- "8f27f169-0d9a-4c75-b625-6f4a6388cf63": {
- "averageSecondsFromCreation": 74342,
- "averageSecondsFromAssignment": 1272554,
- "countFromCreation": 36,
- "countFromAssignment": 36,
- "bad": 36
}, - "46bf2010-55f4-4ece-9f3a-fe4d520af4bd": {
- "averageSecondsFromCreation": 74342,
- "averageSecondsFromAssignment": 1272554,
- "countFromCreation": 36,
- "countFromAssignment": 36,
- "bad": 36
}
}
object time range and step | |
agentID | string <uuid> (ID) Example: agentID=42e113f9-9353-4e89-9f68-69b92f423b0c limit to agent's tickets |
tagIDs[] | Array of strings <uuid> (ID) unique Example: tagIDs[]=42e113f9-9353-4e89-9f68-69b92f423b0c Limit to tags |
hasTags | string Enum: "Y" "N" "0" "1" Limit to tagged/untagged tickets |
spam | boolean Default: false Include spam tickets |
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20 Ticket priority |
priorityOp | string (TicketPriorityOperator) Default: "eq" Enum: "eq" "gt" "lt" "gte" "lte" Ticket priority operator |
object |
{- "8f27f169-0d9a-4c75-b625-6f4a6388cf63": {
- "averageSecondsFromCreation": 74342,
- "averageSecondsFromAssignment": 1272554,
- "countFromCreation": 36,
- "countFromAssignment": 36,
- "bad": 36
}, - "46bf2010-55f4-4ece-9f3a-fe4d520af4bd": {
- "averageSecondsFromCreation": 74342,
- "averageSecondsFromAssignment": 1272554,
- "countFromCreation": 36,
- "countFromAssignment": 36,
- "bad": 36
}
}
object time range | |
agentID | string <uuid> (ID) Example: agentID=42e113f9-9353-4e89-9f68-69b92f423b0c limit to agent's tickets |
tagIDs[] | Array of strings <uuid> (ID) unique Example: tagIDs[]=42e113f9-9353-4e89-9f68-69b92f423b0c Limit to tags |
hasTags | string Enum: "Y" "N" "0" "1" Limit to tagged/untagged tickets |
spam | boolean Default: false Include spam tickets |
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20 Ticket priority |
priorityOp | string (TicketPriorityOperator) Default: "eq" Enum: "eq" "gt" "lt" "gte" "lte" Ticket priority operator |
object |
{- "0": {
- "newTickets": 10
}, - "1": {
- "newTickets": 17
}, - "2": {
- "newTickets": 4
}
}
object time range | |
agentID | string <uuid> (ID) Example: agentID=42e113f9-9353-4e89-9f68-69b92f423b0c limit to agent's tickets |
tagIDs[] | Array of strings <uuid> (ID) unique Example: tagIDs[]=42e113f9-9353-4e89-9f68-69b92f423b0c Limit to tags |
hasTags | string Enum: "Y" "N" "0" "1" Limit to tagged/untagged tickets |
spam | boolean Default: false Include spam tickets |
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20 Ticket priority |
priorityOp | string (TicketPriorityOperator) Default: "eq" Enum: "eq" "gt" "lt" "gte" "lte" Ticket priority operator |
object |
{- "0": {
- "api": 0,
- "email": 0,
- "integration": 0
}, - "1": {
- "api": 0,
- "email": 0,
- "integration": 0
}, - "2": {
- "api": 0,
- "email": 0,
- "integration": 0
}
}
object time range | |
agentID | string <uuid> (ID) Example: agentID=42e113f9-9353-4e89-9f68-69b92f423b0c limit to agent's tickets |
tagIDs[] | Array of strings <uuid> (ID) unique Example: tagIDs[]=42e113f9-9353-4e89-9f68-69b92f423b0c Limit to tags |
hasTags | string Enum: "Y" "N" "0" "1" Limit to tagged/untagged tickets |
spam | boolean Default: false Include spam tickets |
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20 Ticket priority |
priorityOp | string (TicketPriorityOperator) Default: "eq" Enum: "eq" "gt" "lt" "gte" "lte" Ticket priority operator |
object |
{- "0": {
- "good": 0,
- "neutral": 0,
- "bad": 0
}, - "1": {
- "good": 0,
- "neutral": 0,
- "bad": 0
}, - "2": {
- "good": 0,
- "neutral": 0,
- "bad": 0
}
}
object time range | |
status required | string Enum: "solved" "closed" Ticket status |
agentID | string <uuid> (ID) Example: agentID=42e113f9-9353-4e89-9f68-69b92f423b0c limit to agent's tickets |
tagIDs[] | Array of strings <uuid> (ID) unique Example: tagIDs[]=42e113f9-9353-4e89-9f68-69b92f423b0c Limit to tags |
hasTags | string Enum: "Y" "N" "0" "1" Limit to tagged/untagged tickets |
spam | boolean Default: false Include spam tickets |
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20 Ticket priority |
priorityOp | string (TicketPriorityOperator) Default: "eq" Enum: "eq" "gt" "lt" "gte" "lte" Ticket priority operator |
object |
{- "0": {
- "count": 0
}, - "1": {
- "count": 0
}, - "2": {
- "count": 0
}
}
object time range | |
agentID | string <uuid> (ID) Example: agentID=42e113f9-9353-4e89-9f68-69b92f423b0c limit to agent's tickets |
tagIDs[] | Array of strings <uuid> (ID) unique Example: tagIDs[]=42e113f9-9353-4e89-9f68-69b92f423b0c Limit to tags |
hasTags | string Enum: "Y" "N" "0" "1" Limit to tagged/untagged tickets |
spam | boolean Default: false Include spam tickets |
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20 Ticket priority |
priorityOp | string (TicketPriorityOperator) Default: "eq" Enum: "eq" "gt" "lt" "gte" "lte" Ticket priority operator |
object |
{- "0": {
- "sumSecondsToAssignment": 74342,
- "sumSecondsToResponse": 1272554,
- "count": 36
}, - "1": {
- "sumSecondsToAssignment": 172156,
- "sumSecondsToResponse": 2210956,
- "count": 23
}, - "2": {
- "sumSecondsToAssignment": 176104,
- "sumSecondsToResponse": 3228367,
- "count": 29
}
}
object time range | |
agentID | string <uuid> (ID) Example: agentID=42e113f9-9353-4e89-9f68-69b92f423b0c limit to agent's tickets |
tagIDs[] | Array of strings <uuid> (ID) unique Example: tagIDs[]=42e113f9-9353-4e89-9f68-69b92f423b0c Limit to tags |
hasTags | string Enum: "Y" "N" "0" "1" Limit to tagged/untagged tickets |
spam | boolean Default: false Include spam tickets |
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20 Ticket priority |
priorityOp | string (TicketPriorityOperator) Default: "eq" Enum: "eq" "gt" "lt" "gte" "lte" Ticket priority operator |
object |
{- "0": {
- "sumSecondsFromCreation": 74342,
- "sumSecondsFromAssignment": 1272554,
- "countFromCreation": 36,
- "countFromAssignment": 36,
- "count": 36
}, - "1": {
- "sumSecondsFromCreation": 172156,
- "sumSecondsFromAssignment": 2210956,
- "countFromCreation": 23,
- "countFromAssignment": 23,
- "count": 23
}, - "2": {
- "sumSecondsFromCreation": 176104,
- "sumSecondsFromAssignment": 3228367,
- "countFromCreation": 29,
- "countFromAssignment": 29,
- "count": 29
}
}
licenseID | integer |
createdAt | string <date-time> Time of reporting |
string Email address that failed | |
type | any Enum: "hardBounce" "spamNotification" "spamComplaint" "unsubscribed" Cause of failure |
ticketID | string or null <uuid> ID of a ticket related to the message |
[- {
- "licenseID": 1338,
- "createdAt": "2019-08-24T14:15:22Z",
- "email": "spam-trap@example.com",
- "type": "hardBounce",
- "ticketID": "f56caf69-3f05-4386-9567-fdc909d7ad77"
}
]
object time range and step | |
agentID | string <uuid> (ID) Example: agentID=42e113f9-9353-4e89-9f68-69b92f423b0c limit to agent's tickets |
tagIDs[] | Array of strings <uuid> (ID) unique Example: tagIDs[]=42e113f9-9353-4e89-9f68-69b92f423b0c Limit to tags |
hasTags | string Enum: "Y" "N" "0" "1" Limit to tagged/untagged tickets |
spam | boolean Default: false Include spam tickets |
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20 Ticket priority |
priorityOp | string (TicketPriorityOperator) Default: "eq" Enum: "eq" "gt" "lt" "gte" "lte" Ticket priority operator |
object |
{- "0": {
- "open": 74342,
- "pending": 1272554,
- "onhold": 36,
- "count": 36
}, - "1": {
- "open": 172156,
- "pending": 2210956,
- "onhold": 23,
- "count": 23
}, - "2": {
- "open": 176104,
- "pending": 3228367,
- "onhold": 29,
- "count": 29
}
}
object time range and step | |
agentID | string <uuid> (ID) Example: agentID=42e113f9-9353-4e89-9f68-69b92f423b0c limit to agent's tickets |
tagIDs[] | Array of strings <uuid> (ID) unique Example: tagIDs[]=42e113f9-9353-4e89-9f68-69b92f423b0c Limit to tags |
hasTags | string Enum: "Y" "N" "0" "1" Limit to tagged/untagged tickets |
spam | boolean Default: false Include spam tickets |
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20 Ticket priority |
priorityOp | string (TicketPriorityOperator) Default: "eq" Enum: "eq" "gt" "lt" "gte" "lte" Ticket priority operator |
open | integer |
pending | integer |
onhold | integer |
count | integer |
{- "open": 74342,
- "pending": 1272554,
- "onhold": 36,
- "count": 36
}
object time range and step | |
agentID | string <uuid> (ID) Example: agentID=42e113f9-9353-4e89-9f68-69b92f423b0c limit to agent's tickets |
tagIDs[] | Array of strings <uuid> (ID) unique Example: tagIDs[]=42e113f9-9353-4e89-9f68-69b92f423b0c Limit to tags |
hasTags | string Enum: "Y" "N" "0" "1" Limit to tagged/untagged tickets |
spam | boolean Default: false Include spam tickets |
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20 Ticket priority |
priorityOp | string (TicketPriorityOperator) Default: "eq" Enum: "eq" "gt" "lt" "gte" "lte" Ticket priority operator |
object |
{- "0": {
- "open": 74342,
- "pending": 1272554,
- "onhold": 36,
- "count": 36
}, - "1": {
- "open": 172156,
- "pending": 2210956,
- "onhold": 23,
- "count": 23
}, - "2": {
- "open": 176104,
- "pending": 3228367,
- "onhold": 29,
- "count": 29
}
}
object time range and step | |
agentID | string <uuid> (ID) Example: agentID=42e113f9-9353-4e89-9f68-69b92f423b0c limit to agent's tickets |
tagIDs[] | Array of strings <uuid> (ID) unique Example: tagIDs[]=42e113f9-9353-4e89-9f68-69b92f423b0c Limit to tags |
hasTags | string Enum: "Y" "N" "0" "1" Limit to tagged/untagged tickets |
spam | boolean Default: false Include spam tickets |
priority | integer (TicketPriority) Default: 0 Enum: -10 0 10 20 Ticket priority |
priorityOp | string (TicketPriorityOperator) Default: "eq" Enum: "eq" "gt" "lt" "gte" "lte" Ticket priority operator |
object |
{- "0": {
- "open": 74342,
- "pending": 1272554,
- "onhold": 36,
- "count": 36
}, - "1": {
- "open": 172156,
- "pending": 2210956,
- "onhold": 23,
- "count": 23
}, - "2": {
- "open": 176104,
- "pending": 3228367,
- "onhold": 29,
- "count": 29
}
}