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HelpDesk API (1.0.0)

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E-mail: support@helpdesk.com URL: https://www.helpdesk.com

Introduction

This document describes the public API of HelpDesk Product

Authentication

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:

  • Personal Access Tokens (good for testing and development pruposes). PATs can be created using Developers Console in the Tools / Personal Access Tokens section. Please use your HelpDesk credentials to log into the console. Please use 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.
  • OAuth 2 Authorization Code Grant flow (recommended for production deployment) - details of implementation are described in Authorization code grant documentation.
  • Other possible options are described in the Use cases documentation section.

Common notions

Relative dates and date/time ranges

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 timestamp
  • number denotes the number of units
  • unit 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

Ticket silos (folders)

Tickets are stored in the following silos:

  • tickets: recent tickets with read/write access
  • archive: archived tickets with read-only access
  • spam: 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:

  • When listing tickets, it is required to specify the silo name if the listing should contain tickets stored in a silo other than tickets.
  • To move a ticket to another silo, use PUT /tickets/{ticket_id}/silo endpoint.

Gotchas

User-Agent header

We advise always including User-Agent header in API requests. Requests missing it might be blocked by intermediary services.

HelpDesk apps

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.

Licenses

The license describes a customer account. Contains:

  • Subscription information (selected plan, number of agent slots)
  • Global license settings
  • Default team designation. The default team is selected among all teams and serves as a default/fallback mechanism, every place team can't be determined or hasn't been specified
  • Default template. The default template is served if the team hasn't got its own template set

List licenses

Returns list of licenses. Normally it contains only one element.

Responses

Response Schema: application/json
Array
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

Response samples

Content type
application/json
[
  • {
    }
]

Create license

Creates new license object. Only required during first app login after account in HelpDesk Accounts has been created.

Request Body schema: application/json
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)

Responses

Response Schema: application/json
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

Request samples

Content type
application/json
{
  • "planCode": "hd-team1m",
  • "couponCode": "string",
  • "source": {
    }
}

Response samples

Content type
application/json
{
  • "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": {
    },
  • "settings": {
    },
  • "source": {
    }
}

Get license

Returns license data by licenseID.

path Parameters
licenseID
required
string

Responses

Response Schema: application/json
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

Response samples

Content type
application/json
{
  • "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": {
    },
  • "settings": {
    },
  • "source": {
    }
}

Update license

Allows changing license settings:

  • default team
  • default template
  • company name
path Parameters
licenseID
required
string
Request Body schema: application/json
defaultTeamID
string (defaultTeamID)

Default team

defaultTemplateID
string <uuid> (defaultTemplateID)

Default template ID

object (properties-settings)

Responses

Response Schema: application/json
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

Request samples

Content type
application/json
{
  • "defaultTeamID": "f56caf69-3f05-4386-9567-fdc909d7ad77",
  • "defaultTemplateID": "6712e8a9-3401-4ed3-9662-944aa6be817f",
  • "settings": {
    }
}

Response samples

Content type
application/json
{
  • "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": {
    },
  • "settings": {
    },
  • "source": {
    }
}

Send forwarding instructions

Sends email with instructions on setting up email forwarding.

path Parameters
licenseID
required
string
Request Body schema: application/json
email
required
string

Responses

Response Schema: application/json
string

Request samples

Content type
application/json
{
  • "email": "string"
}

Response samples

Content type
application/json
"string"

Agents

Agent represent single agent account on a license. Contains:

  • teams agent belongs to
  • agent individual settings like notification preferences, avatars etc.
  • agent role (owner, normal, viewer)

List agents

Responses

Response Schema: application/json
Array
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

email
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
object (schemas)

Response samples

Content type
application/json
[
  • {
    }
]

Create agent

Request Body schema: application/json
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
object (SignatureBase)
transactionID
string <uuid> (transactionID)

Attachment transaction ID. Used when setting signature that includes attachmets

Responses

Response Schema: application/json
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

email
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
object (schemas)

Request samples

Content type
application/json
{
  • "roles": [
    ],
  • "teamIDs": [
    ],
  • "email": "john@helpdesk.com",
  • "name": "John HelpDesk",
  • "status": "active",
  • "avatar": "https://livechat.s3.amazonaws.com/1520/avatars/c17903a3abff472f4b36ac33187cc135.jpeg",
  • "jobTitle": null,
  • "flags": {
    },
  • "settings": {
    },
  • "signature": {
    },
  • "transactionID": "050340e4-82de-4a2a-a1c4-724dfaf66cec"
}

Response samples

Content type
application/json
{
  • "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": [
    ],
  • "teamIDs": [
    ],
  • "email": "john@helpdesk.com",
  • "name": "John HelpDesk",
  • "status": "active",
  • "avatar": "https://livechat.s3.amazonaws.com/1520/avatars/c17903a3abff472f4b36ac33187cc135.jpeg",
  • "jobTitle": null,
  • "flags": {
    },
  • "settings": {
    },
  • "signature": {
    }
}

Batch update agents

Request Body schema: application/json
ids
Array of strings <uuid> (ID)
object (AgentUpdateBatch)

Responses

Response Schema: application/json
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

email
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
object (schemas)

Request samples

Content type
application/json
{
  • "ids": [
    ],
  • "fields": {
    }
}

Response samples

Content type
application/json
{
  • "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": [
    ],
  • "teamIDs": [
    ],
  • "email": "john@helpdesk.com",
  • "name": "John HelpDesk",
  • "status": "active",
  • "avatar": "https://livechat.s3.amazonaws.com/1520/avatars/c17903a3abff472f4b36ac33187cc135.jpeg",
  • "jobTitle": null,
  • "flags": {
    },
  • "settings": {
    },
  • "signature": {
    }
}

Get agent

path Parameters
agentID
required
string

Responses

Response Schema: application/json
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

email
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
object (schemas)

Response samples

Content type
application/json
{
  • "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": [
    ],
  • "teamIDs": [
    ],
  • "email": "john@helpdesk.com",
  • "name": "John HelpDesk",
  • "status": "active",
  • "avatar": "https://livechat.s3.amazonaws.com/1520/avatars/c17903a3abff472f4b36ac33187cc135.jpeg",
  • "jobTitle": null,
  • "flags": {
    },
  • "settings": {
    },
  • "signature": {
    }
}

Update agent

path Parameters
agentID
required
string
Request Body schema: application/json
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

Responses

Response Schema: application/json
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

email
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
object (schemas)

Request samples

Content type
application/json
{
  • "name": "John HelpDesk",
  • "signature": {
    },
  • "jobTitle": null,
  • "avatar": "https://livechat.s3.amazonaws.com/1520/avatars/c17903a3abff472f4b36ac33187cc135.jpeg",
  • "roles": [
    ],
  • "teamIDs": [
    ],
  • "flags": {
    },
  • "settings": {
    },
  • "transactionID": "050340e4-82de-4a2a-a1c4-724dfaf66cec"
}

Response samples

Content type
application/json
{
  • "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": [
    ],
  • "teamIDs": [
    ],
  • "email": "john@helpdesk.com",
  • "name": "John HelpDesk",
  • "status": "active",
  • "avatar": "https://livechat.s3.amazonaws.com/1520/avatars/c17903a3abff472f4b36ac33187cc135.jpeg",
  • "jobTitle": null,
  • "flags": {
    },
  • "settings": {
    },
  • "signature": {
    }
}

Delete agent

path Parameters
agentID
required
string

Responses

Response Schema: application/json
string
Value: "OK"

Response samples

Content type
application/json
"OK"

Subscriptions

Subscription represent currently selected plan and number of paid agent slots. Changing these parameters will cuase credit card to be charged.

List subscriptions

query Parameters
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

Responses

Response Schema: application/json
Array
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

Response samples

Content type
application/json
[
  • {
    }
]

Create subscriptions

Request Body schema: application/json
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

Responses

Response Schema: application/json
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

Request samples

Content type
application/json
{
  • "planCode": "hd-team1m",
  • "quantity": 0,
  • "couponCode": "string"
}

Response samples

Content type
application/json
{
  • "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"
}

Update subscription

path Parameters
subscriptionID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Request Body schema: application/json
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

Responses

Response Schema: application/json
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

Request samples

Content type
application/json
{
  • "planCode": "hd-team1m",
  • "quantity": 0,
  • "couponCode": "string"
}

Response samples

Content type
application/json
{
  • "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"
}

Cancel subscription

path Parameters
subscriptionID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Responses

Response Schema: application/json
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

Response samples

Content type
application/json
{
  • "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"
}

Terminate subscription

path Parameters
subscriptionID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Responses

Response Schema: application/json
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

Response samples

Content type
application/json
{
  • "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

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.

List teams

Responses

Response Schema: application/json
Array
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

Response samples

Content type
application/json
[
  • {
    }
]

Create team

Request Body schema: application/json
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

Responses

Response Schema: application/json
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

Request samples

Content type
application/json
{
  • "name": "Sales team",
  • "settings": {
    },
  • "replyAddressID": "9dd9e888-b42e-46c1-aa63-20cb5354c28c",
  • "replyName": "Company / Support",
  • "templateID": "6712e8a9-3401-4ed3-9662-944aa6be817f"
}

Response samples

Content type
application/json
{
  • "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": {
    },
  • "replyAddressID": "9dd9e888-b42e-46c1-aa63-20cb5354c28c",
  • "replyName": "Company / Support",
  • "templateID": "6712e8a9-3401-4ed3-9662-944aa6be817f",
  • "integrations": { }
}

Update teams

Request Body schema: application/json
ids
required
Array of strings <uuid> (ID)

Teams to update

required
object

Fields to update

Responses

Response Schema: application/json
Array
One of
object (schemas)

Request samples

Content type
application/json
{
  • "ids": [
    ],
  • "fields": {
    }
}

Response samples

Content type
application/json
[
  • {
    }
]

Get team

path Parameters
teamID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Responses

Response Schema: application/json
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

Response samples

Content type
application/json
{
  • "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": {
    },
  • "replyAddressID": "9dd9e888-b42e-46c1-aa63-20cb5354c28c",
  • "replyName": "Company / Support",
  • "templateID": "6712e8a9-3401-4ed3-9662-944aa6be817f",
  • "integrations": { }
}

Update team

path Parameters
teamID
required
string
Request Body schema: application/json
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

Responses

Response Schema: application/json
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

Request samples

Content type
application/json
{
  • "name": "Sales team",
  • "settings": {
    },
  • "replyAddressID": "9dd9e888-b42e-46c1-aa63-20cb5354c28c",
  • "replyName": "Company / Support",
  • "templateID": "6712e8a9-3401-4ed3-9662-944aa6be817f"
}

Response samples

Content type
application/json
{
  • "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": {
    },
  • "replyAddressID": "9dd9e888-b42e-46c1-aa63-20cb5354c28c",
  • "replyName": "Company / Support",
  • "templateID": "6712e8a9-3401-4ed3-9662-944aa6be817f",
  • "integrations": { }
}

Delete team

path Parameters
teamID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Responses

Response Schema: application/json
string
Value: "OK"

Response samples

Content type
application/json
"OK"

Templates

Teamplate describes HTML (or Visual) and plaintext version of every email sent to end-user. Templates can be used to customize these messages.

List templates

Responses

Response Schema: application/json
Array
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.

Response samples

Content type
application/json
[
  • {
    }
]

Create template

Request Body schema: application/json
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

Responses

Response Schema: application/json
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.

Request samples

Content type
application/json
{
  • "name": "Main template",
  • "content": {
    },
  • "type": "html",
  • "transactionID": "050340e4-82de-4a2a-a1c4-724dfaf66cec"
}

Response samples

Content type
application/json
{
  • "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": {
    },
  • "type": "html",
  • "attachments": [
    ]
}

Get template

path Parameters
templateID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Responses

Response Schema: application/json
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.

Response samples

Content type
application/json
{
  • "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": {
    },
  • "type": "html",
  • "attachments": [
    ]
}

Update template

path Parameters
templateID
required
string
Request Body schema: application/json
name
string (TemplateBase-properties-name)

Template name

object (content)
transactionID
string <uuid>

References transaction containing uploaded attachment used in template as logo

Responses

Response Schema: application/json
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.

Request samples

Content type
application/json
{
  • "name": "Main template",
  • "content": {
    },
  • "transactionID": "050340e4-82de-4a2a-a1c4-724dfaf66cec"
}

Response samples

Content type
application/json
{
  • "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": {
    },
  • "type": "html",
  • "attachments": [
    ]
}

Delete template

path Parameters
templateID
required
string

Responses

Response Schema: application/json
string
Value: "OK"

Response samples

Content type
application/json
"OK"

Send test message

Request Body schema: application/json
object (content)
type
string (type)
Enum: "html" "visual"

Template type

recipients
Array of strings <email>

Emails of test message recipients

Responses

Response Schema: application/json
string
Value: "OK"

Request samples

Content type
application/json
{
  • "content": {
    },
  • "type": "html",
  • "recipients": [
    ]
}

Response samples

Content type
application/json
"OK"

Generate template preview

Request Body schema: application/json
object (content)
type
string (type)
Enum: "html" "visual"

Template type

Responses

Response Schema: application/json
text
string

Template text preview

html
string

Template HTML preview

Request samples

Content type
application/json
{
  • "content": {
    },
  • "type": "html"
}

Response samples

Content type
application/json
{
  • "text": "string",
  • "html": "string"
}

Tickets

List tickets

query Parameters
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

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

Responses

Response Headers
X-Total-Pages
integer

Total number of pages

X-Total-Results
integer

Total number of results

Response Schema: application/json
Array
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
Value Priority
-10 low
0 medium
10 high
20 urgent
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

Response samples

Content type
application/json
[
  • {
    }
]

Create ticket

Request Body schema: application/json
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
Value Priority
-10 low
0 medium
10 high
20 urgent
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

Responses

Response Schema: application/json
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
Value Priority
-10 low
0 medium
10 high
20 urgent
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

Request samples

Content type
application/json
{
  • "lastMessageAt": "2020-04-30T22:02:08.901Z",
  • "parentTicket": {
    },
  • "childTickets": [
    ],
  • "status": "open",
  • "priority": 0,
  • "subject": "Ticket subject",
  • "teamIDs": [
    ],
  • "requester": {
    },
  • "cc": [
    ],
  • "tagIDs": [
    ],
  • "followers": [
    ],
  • "assignment": {
    },
  • "integration": {
    },
  • "customFields": {
    },
  • "author": {
    },
  • "message": {
    },
  • "isPrivate": false,
  • "transactionID": "050340e4-82de-4a2a-a1c4-724dfaf66cec"
}

Response samples

Content type
application/json
{
  • "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": {
    },
  • "childTickets": [
    ],
  • "status": "open",
  • "priority": 0,
  • "subject": "Ticket subject",
  • "teamIDs": [
    ],
  • "requester": {
    },
  • "cc": [
    ],
  • "tagIDs": [
    ],
  • "followers": [
    ],
  • "assignment": {
    },
  • "integration": {
    },
  • "customFields": {
    },
  • "ratingRequeestSent": false,
  • "rating": {
    },
  • "silo": "tickets",
  • "spam": {
    },
  • "source": {
    },
  • "events": [
    ],
  • "integrations": {
    }
}

Get ticket

path Parameters
ticketID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Responses

Response Schema: application/json
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
Value Priority
-10 low
0 medium
10 high
20 urgent
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

Response samples

Content type
application/json
{
  • "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": {
    },
  • "childTickets": [
    ],
  • "status": "open",
  • "priority": 0,
  • "subject": "Ticket subject",
  • "teamIDs": [
    ],
  • "requester": {
    },
  • "cc": [
    ],
  • "tagIDs": [
    ],
  • "followers": [
    ],
  • "assignment": {
    },
  • "integration": {
    },
  • "customFields": {
    },
  • "ratingRequeestSent": false,
  • "rating": {
    },
  • "silo": "tickets",
  • "spam": {
    },
  • "source": {
    },
  • "events": [
    ],
  • "integrations": {
    }
}

Update ticket

path Parameters
ticketID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Request Body schema: application/json
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
Value Priority
-10 low
0 medium
10 high
20 urgent
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

Responses

Response Schema: application/json
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
Value Priority
-10 low
0 medium
10 high
20 urgent
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

Request samples

Content type
application/json
{
  • "author": {
    },
  • "status": "open",
  • "spam": true,
  • "subject": "Ticket subject",
  • "priority": 0,
  • "teamIDs": [
    ],
  • "requester": {
    },
  • "cc": [
    ],
  • "tagIDs": [
    ],
  • "followers": [
    ],
  • "assignment": {
    },
  • "message": {
    },
  • "isPrivate": false,
  • "transactionID": "050340e4-82de-4a2a-a1c4-724dfaf66cec",
  • "customFields": {
    },
  • "actions": {
    }
}

Response samples

Content type
application/json
{
  • "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": {
    },
  • "childTickets": [
    ],
  • "status": "open",
  • "priority": 0,
  • "subject": "Ticket subject",
  • "teamIDs": [
    ],
  • "requester": {
    },
  • "cc": [
    ],
  • "tagIDs": [
    ],
  • "followers": [
    ],
  • "assignment": {
    },
  • "integration": {
    },
  • "customFields": {
    },
  • "ratingRequeestSent": false,
  • "rating": {
    },
  • "silo": "tickets",
  • "spam": {
    },
  • "source": {
    },
  • "events": [
    ],
  • "integrations": {
    }
}

Delete ticket

path Parameters
ticketID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Responses

Response Schema: application/json
string
Value: "OK"

Response samples

Content type
application/json
"OK"

Add tag

path Parameters
ticketID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Request Body schema: application/json
tagIDs
Array of strings <uuid> (tagIDs) unique

List of ticket tags

Responses

Response Schema: application/json
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
Value Priority
-10 low
0 medium
10 high
20 urgent
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

Request samples

Content type
application/json
{
  • "tagIDs": [
    ]
}

Response samples

Content type
application/json
{
  • "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": {
    },
  • "childTickets": [
    ],
  • "status": "open",
  • "priority": 0,
  • "subject": "Ticket subject",
  • "teamIDs": [
    ],
  • "requester": {
    },
  • "cc": [
    ],
  • "tagIDs": [
    ],
  • "followers": [
    ],
  • "assignment": {
    },
  • "integration": {
    },
  • "customFields": {
    },
  • "ratingRequeestSent": false,
  • "rating": {
    },
  • "silo": "tickets",
  • "spam": {
    },
  • "source": {
    },
  • "events": [
    ],
  • "integrations": {
    }
}

Remove tag

path Parameters
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

Responses

Response Schema: application/json
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
Value Priority
-10 low
0 medium
10 high
20 urgent
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

Response samples

Content type
application/json
{
  • "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": {
    },
  • "childTickets": [
    ],
  • "status": "open",
  • "priority": 0,
  • "subject": "Ticket subject",
  • "teamIDs": [
    ],
  • "requester": {
    },
  • "cc": [
    ],
  • "tagIDs": [
    ],
  • "followers": [
    ],
  • "assignment": {
    },
  • "integration": {
    },
  • "customFields": {
    },
  • "ratingRequeestSent": false,
  • "rating": {
    },
  • "silo": "tickets",
  • "spam": {
    },
  • "source": {
    },
  • "events": [
    ],
  • "integrations": {
    }
}

Add followers

path Parameters
ticketID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Request Body schema: application/json
followers
Array of strings <uuid> (followers) unique

List of ticket followers (agents)

Responses

Response Schema: application/json
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
Value Priority
-10 low
0 medium
10 high
20 urgent
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

Request samples

Content type
application/json
{
  • "followers": [
    ]
}

Response samples

Content type
application/json
{
  • "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": {
    },
  • "childTickets": [
    ],
  • "status": "open",
  • "priority": 0,
  • "subject": "Ticket subject",
  • "teamIDs": [
    ],
  • "requester": {
    },
  • "cc": [
    ],
  • "tagIDs": [
    ],
  • "followers": [
    ],
  • "assignment": {
    },
  • "integration": {
    },
  • "customFields": {
    },
  • "ratingRequeestSent": false,
  • "rating": {
    },
  • "silo": "tickets",
  • "spam": {
    },
  • "source": {
    },
  • "events": [
    ],
  • "integrations": {
    }
}

Remove follower

path Parameters
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

Responses

Response Schema: application/json
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
Value Priority
-10 low
0 medium
10 high
20 urgent
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

Response samples

Content type
application/json
{
  • "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": {
    },
  • "childTickets": [
    ],
  • "status": "open",
  • "priority": 0,
  • "subject": "Ticket subject",
  • "teamIDs": [
    ],
  • "requester": {
    },
  • "cc": [
    ],
  • "tagIDs": [
    ],
  • "followers": [
    ],
  • "assignment": {
    },
  • "integration": {
    },
  • "customFields": {
    },
  • "ratingRequeestSent": false,
  • "rating": {
    },
  • "silo": "tickets",
  • "spam": {
    },
  • "source": {
    },
  • "events": [
    ],
  • "integrations": {
    }
}

Merge ticket

path Parameters
ticketID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Request Body schema: application/json
childTicketID
string <uuid> (ID)

Unique object identifier

Responses

Response Schema: application/json
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
Value Priority
-10 low
0 medium
10 high
20 urgent
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

Request samples

Content type
application/json
{
  • "childTicketID": "42e113f9-9353-4e89-9f68-69b92f423b0c"
}

Response samples

Content type
application/json
{
  • "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": {
    },
  • "childTickets": [
    ],
  • "status": "open",
  • "priority": 0,
  • "subject": "Ticket subject",
  • "teamIDs": [
    ],
  • "requester": {
    },
  • "cc": [
    ],
  • "tagIDs": [
    ],
  • "followers": [
    ],
  • "assignment": {
    },
  • "integration": {
    },
  • "customFields": {
    },
  • "ratingRequeestSent": false,
  • "rating": {
    },
  • "silo": "tickets",
  • "spam": {
    },
  • "source": {
    },
  • "events": [
    ],
  • "integrations": {
    }
}

Unmerge ticket

path Parameters
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

Responses

Response Schema: application/json
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
Value Priority
-10 low
0 medium
10 high
20 urgent
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

Response samples

Content type
application/json
{
  • "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": {
    },
  • "childTickets": [
    ],
  • "status": "open",
  • "priority": 0,
  • "subject": "Ticket subject",
  • "teamIDs": [
    ],
  • "requester": {
    },
  • "cc": [
    ],
  • "tagIDs": [
    ],
  • "followers": [
    ],
  • "assignment": {
    },
  • "integration": {
    },
  • "customFields": {
    },
  • "ratingRequeestSent": false,
  • "rating": {
    },
  • "silo": "tickets",
  • "spam": {
    },
  • "source": {
    },
  • "events": [
    ],
  • "integrations": {
    }
}

Send rating request

path Parameters
ticketID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Responses

Response Schema: application/json
string
Value: "OK"

Response samples

Content type
application/json
"OK"

Get original message content

path Parameters
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

Responses

Response Schema: application/json
object

Response samples

Content type
application/json
{
  • "message": {
    }
}

Move ticket to silo

path Parameters
ticketID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Request Body schema: application/json
silo
string (TicketSilo)
Default: "tickets"
Enum: "tickets" "archive" "trash" "spam"

Ticket silo (folder). Please check ticket silos section for more information

Responses

Response Schema: application/json
string
Value: "OK"

Request samples

Content type
application/json
{
  • "silo": "tickets"
}

Response samples

Content type
application/json
"OK"

Delete tickets attachment

path Parameters
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

Responses

Response Schema: application/json
string
Value: "OK"

Response samples

Content type
application/json
"OK"

Imported tickets

Create imported ticket

By default this endpoint creates a ticket without attachments. If you want to create a ticket containing attachments:

  1. Create new import transaction by issuing POST request to /v1/importedTickets/transactions endpoint
  2. Upload attachments by issuing POST 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.
  3. Create new ticket issuing POST request to /v1/importedTickets endpoint with additional transactionID parameter acquired in step 1

Remarks:

  • First event has to be of type message
  • Date of first message event is considered ticket creating date
  • Events have to be chronologically ordered and in the past
  • Events of type message and attachments are grouped together when the date parameter in both events match attachment.files array contains IDs generated during attachment upload
  • All uploaded attachments have to be used during ticket import
  • TransactionID stays valid for 24 hours
  • Ticket status can be changed using status event (last such status is used as final status)
  • Agent-issued message or attachment requires agentID, agentName and isPrivate parameters. Messages without these parameters are considered as requester-issued. These rules concern both message and attachments events.
Request Body schema: application/json
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
Value Priority
-10 low
0 medium
10 high
20 urgent
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

Responses

Response Schema: application/json
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
Value Priority
-10 low
0 medium
10 high
20 urgent
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

Request samples

Content type
application/json
{
  • "subject": "How to reset password",
  • "teamIDs": [
    ],
  • "requester": {
    },
  • "tagIDs": [
    ],
  • "assignment": {
    },
  • "priority": 0,
  • "customFields": {
    },
  • "events": [
    ],
  • "transactionID": "42e113f9-9353-4e89-9f68-69b92f423b0c"
}

Response samples

Content type
application/json
{
  • "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": {
    },
  • "childTickets": [
    ],
  • "status": "open",
  • "priority": 0,
  • "subject": "Ticket subject",
  • "teamIDs": [
    ],
  • "requester": {
    },
  • "cc": [
    ],
  • "tagIDs": [
    ],
  • "followers": [
    ],
  • "assignment": {
    },
  • "integration": {
    },
  • "customFields": {
    },
  • "ratingRequeestSent": false,
  • "rating": {
    },
  • "silo": "tickets",
  • "spam": {
    },
  • "source": {
    },
  • "events": [
    ],
  • "integrations": {
    }
}

Create imported ticket transaction

Creates new import transaction. Transaction ID is required for ticket creation with attachments.

Responses

Response Schema: application/json
type
string
Value: "ticket"

Transaction type

createdAt
string <date-time> (createdAt)

Time of creation

transactionID
string <uuid> (ID)

Unique object identifier

Response samples

Content type
application/json
{
  • "type": "ticket",
  • "createdAt": "2020-04-30T22:02:08.901Z",
  • "transactionID": "42e113f9-9353-4e89-9f68-69b92f423b0c"
}

Upload attachments for imported ticket

Uploads attachments for imported ticket. Attachments are required for ticket creation with attachments.

Use multipart with attachments as key. Multiple files are allowed.

Request Body schema: multipart/form-data
transactionID
string <uuid> (ID)

Unique object identifier

attachments
Array of strings <binary>

Responses

Response Schema: application/json
Array
attachmentID
string <uuid> (ID)

Unique object identifier

Response samples

Content type
application/json
[
  • {
    },
  • {
    }
]

Tags

List tags

Responses

Response Schema: application/json
Array
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

Response samples

Content type
application/json
[
  • {
    }
]

Create tag

Request Body schema: application/json
teamID
required
string

Tag team

name
required
string

Tag name

Responses

Response Schema: application/json
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

Request samples

Content type
application/json
{
  • "teamID": "f56caf69-3f05-4386-9567-fdc909d7ad77",
  • "name": "Return"
}

Response samples

Content type
application/json
{
  • "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
}

Get tag

path Parameters
tagID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Responses

Response Schema: application/json
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

Response samples

Content type
application/json
{
  • "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
}

Update tag

path Parameters
tagID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Request Body schema: application/json
teamID
string (TagBase-properties-teamID)

Tag team

name
string (TagBase-properties-name)

Tag name

Responses

Response Schema: application/json
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

Request samples

Content type
application/json
{
  • "teamID": "f56caf69-3f05-4386-9567-fdc909d7ad77",
  • "name": "Return"
}

Response samples

Content type
application/json
{
  • "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
}

Delete tag

path Parameters
tagID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Responses

Response Schema: application/json
string
Value: "OK"

Response samples

Content type
application/json
"OK"

Add tag

path Parameters
ticketID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Request Body schema: application/json
tagIDs
Array of strings <uuid> (tagIDs) unique

List of ticket tags

Responses

Response Schema: application/json
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
Value Priority
-10 low
0 medium
10 high
20 urgent
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

Request samples

Content type
application/json
{
  • "tagIDs": [
    ]
}

Response samples

Content type
application/json
{
  • "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": {
    },
  • "childTickets": [
    ],
  • "status": "open",
  • "priority": 0,
  • "subject": "Ticket subject",
  • "teamIDs": [
    ],
  • "requester": {
    },
  • "cc": [
    ],
  • "tagIDs": [
    ],
  • "followers": [
    ],
  • "assignment": {
    },
  • "integration": {
    },
  • "customFields": {
    },
  • "ratingRequeestSent": false,
  • "rating": {
    },
  • "silo": "tickets",
  • "spam": {
    },
  • "source": {
    },
  • "events": [
    ],
  • "integrations": {
    }
}

Remove tag

path Parameters
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

Responses

Response Schema: application/json
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
Value Priority
-10 low
0 medium
10 high
20 urgent
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

Response samples

Content type
application/json
{
  • "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": {
    },
  • "childTickets": [
    ],
  • "status": "open",
  • "priority": 0,
  • "subject": "Ticket subject",
  • "teamIDs": [
    ],
  • "requester": {
    },
  • "cc": [
    ],
  • "tagIDs": [
    ],
  • "followers": [
    ],
  • "assignment": {
    },
  • "integration": {
    },
  • "customFields": {
    },
  • "ratingRequeestSent": false,
  • "rating": {
    },
  • "silo": "tickets",
  • "spam": {
    },
  • "source": {
    },
  • "events": [
    ],
  • "integrations": {
    }
}

Transactions

Transactions represent volatile sets of uploaded attachments used while modifying various elements in HelpDesk such as ticket messages, agent signatures etc.

Basic flow

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.

Create transaction

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": []
}

Upload file

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
}
]

Remove uploaded file from transaction

DELETE /v1/transactions/9a1e8a52-e7f2-4f59-8b45-a1643d28c460/attachments/af367f6b-5b8b-4468-a2ef-4990114d968a

Result:

"OK"

Add attachments from agent signature

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
}
]

Common tasks

Change attachments in agent signature

  1. Create transaction of type agent
POST /v1/transactions HTTP/1.1

agentID=ff623067-ba81-4613-bfa8-1c558e3a58f0

  1. Upload attachments

  2. Update signature using transactionID

PATCH /v1/agents/ff623067-ba81-4613-bfa8-1c558e3a58f0 HTTP/1.1

signature.text=test
transactionID=6efd3115-cf6e-4b2c-83d1-03fa5470c625

Create transaction

Request Body schema: application/json
One of
ticketID
string <uuid> (ID)

Unique object identifier

type
string
Enum: "agent" "ticket" "templateLogo" "cannedResponse"

Transaction type. Default type "ticket".

Responses

Response Schema: application/json
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

Request samples

Content type
application/json
{
  • "templateID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
  • "type": "agent"
}

Response samples

Content type
application/json
{
  • "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
  • "type": "agent",
  • "createdAt": "2020-04-30T22:02:08.901Z",
  • "attachments": [
    ]
}

Get transaction

path Parameters
transactionID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Responses

Response Schema: application/json
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

Response samples

Content type
application/json
{
  • "ID": "42e113f9-9353-4e89-9f68-69b92f423b0c",
  • "type": "agent",
  • "createdAt": "2020-04-30T22:02:08.901Z",
  • "attachments": [
    ]
}

Upload attachment

path Parameters
transactionID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Request Body schema: multipart/form-data
agentID
string <uuid> (ID)

Unique object identifier

attachments
Array of strings <binary>

Responses

Response Schema: application/json
Array
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

Response samples

Content type
application/json
[
  • {
    }
]

Delete attachment

path Parameters
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

Responses

Response Schema: application/json
string
Value: "OK"

Response samples

Content type
application/json
"OK"

Custom fields

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:

  • normal, value editable by any agent in tickets view
  • owner, value editable by admins only in tickets view
  • read only, value not editable on interface, only via API

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.

List custom fields

Responses

Response Schema: application/json
Array
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

  • singleLine has 120 chars limit
  • multiLine has 1000 chars limit
  • date accepts YYYY-MM-DD format
roleLevel
string
Enum: "owner" "normal" "readOnly"

Custom field edit privileges

status
string
Enum: "active" "deactivated"

Custom field state

Response samples

Content type
application/json
[
  • {
    }
]

Create custom field

Request Body schema: application/json
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

  • singleLine has 120 chars limit
  • multiLine has 1000 chars limit
  • date accepts YYYY-MM-DD format
roleLevel
required
string
Enum: "owner" "normal" "readOnly"

Custom field edit privileges

status
string
Enum: "active" "deactivated"

Custom field state

Responses

Response Schema: application/json
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

  • singleLine has 120 chars limit
  • multiLine has 1000 chars limit
  • date accepts YYYY-MM-DD format
roleLevel
string
Enum: "owner" "normal" "readOnly"

Custom field edit privileges

status
string
Enum: "active" "deactivated"

Custom field state

Request samples

Content type
application/json
{
  • "teamIDs": [
    ],
  • "displayName": "Order ID",
  • "apiKey": "order-id",
  • "type": "singleLine",
  • "roleLevel": "owner",
  • "status": "active"
}

Response samples

Content type
application/json
{
  • "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": [
    ],
  • "displayName": "Order ID",
  • "apiKey": "order-id",
  • "type": "singleLine",
  • "roleLevel": "owner",
  • "status": "active"
}

Get custom field

path Parameters
customFieldID
required
string

Responses

Response Schema: application/json
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

  • singleLine has 120 chars limit
  • multiLine has 1000 chars limit
  • date accepts YYYY-MM-DD format
roleLevel
string
Enum: "owner" "normal" "readOnly"

Custom field edit privileges

status
string
Enum: "active" "deactivated"

Custom field state

Response samples

Content type
application/json
{
  • "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": [
    ],
  • "displayName": "Order ID",
  • "apiKey": "order-id",
  • "type": "singleLine",
  • "roleLevel": "owner",
  • "status": "active"
}

Update custom field

path Parameters
customFieldID
required
string
Request Body schema: application/json
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

Responses

Response Schema: application/json
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

  • singleLine has 120 chars limit
  • multiLine has 1000 chars limit
  • date accepts YYYY-MM-DD format
roleLevel
string
Enum: "owner" "normal" "readOnly"

Custom field edit privileges

status
string
Enum: "active" "deactivated"

Custom field state

Request samples

Content type
application/json
{
  • "teamIDs": [
    ],
  • "displayName": "Order ID",
  • "roleLevel": "owner",
  • "status": "active"
}

Response samples

Content type
application/json
{
  • "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": [
    ],
  • "displayName": "Order ID",
  • "apiKey": "order-id",
  • "type": "singleLine",
  • "roleLevel": "owner",
  • "status": "active"
}

Delete custom field

path Parameters
customFieldID
required
string

Responses

Response Schema: application/json
string
Value: "OK"

Response samples

Content type
application/json
"OK"

Email domains

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.

Email domains list

Responses

Response Schema: application/json
Array
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 name.helpdesk.com domain will be created. If full domain is provided, ownership verification will be performed during this API call. The system will look for CNAME record with hostname of hd-<licenseID>.yourdomain.com pointing to helpdesk.com. The request will fail if no such record is found.

status
string
Enum: "new" "pendingConfiguration" "pendingVerification" "active" "pendingDeletion" "setupFailed"

Domain status

Status Description
new domain just added
pendingConfiguration domain need additional records in DNS
pendingVerification domain is being verified
active domain is ready to use
setupFailed domain setup failed - manual steps required
object

DNS records that have to be set in domain DNS

object

Response samples

Content type
application/json
[
  • {
    }
]

Create email domain

Request Body schema: application/json
name
required
string

Email domain name.

If only fragment is provided, the name.helpdesk.com domain will be created. If full domain is provided, ownership verification will be performed during this API call. The system will look for CNAME record with hostname of hd-<licenseID>.yourdomain.com pointing to helpdesk.com. The request will fail if no such record is found.

Responses

Response Schema: application/json
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 name.helpdesk.com domain will be created. If full domain is provided, ownership verification will be performed during this API call. The system will look for CNAME record with hostname of hd-<licenseID>.yourdomain.com pointing to helpdesk.com. The request will fail if no such record is found.

status
string
Enum: "new" "pendingConfiguration" "pendingVerification" "active" "pendingDeletion" "setupFailed"

Domain status

Status Description
new domain just added
pendingConfiguration domain need additional records in DNS
pendingVerification domain is being verified
active domain is ready to use
setupFailed domain setup failed - manual steps required
object

DNS records that have to be set in domain DNS

object

Request samples

Content type
application/json
{
  • "name": "weyland-yutani.com"
}

Response samples

Content type
application/json
{
  • "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": {
    },
  • "flags": {
    }
}

Get email domain

path Parameters
emailDomainID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Responses

Response Schema: application/json
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 name.helpdesk.com domain will be created. If full domain is provided, ownership verification will be performed during this API call. The system will look for CNAME record with hostname of hd-<licenseID>.yourdomain.com pointing to helpdesk.com. The request will fail if no such record is found.

status
string
Enum: "new" "pendingConfiguration" "pendingVerification" "active" "pendingDeletion" "setupFailed"

Domain status

Status Description
new domain just added
pendingConfiguration domain need additional records in DNS
pendingVerification domain is being verified
active domain is ready to use
setupFailed domain setup failed - manual steps required
object

DNS records that have to be set in domain DNS

object

Response samples

Content type
application/json
{
  • "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": {
    },
  • "flags": {
    }
}

Delete email domain

path Parameters
required
ID (string) or properties-name (string)

EmailDomain ID or name

Responses

Response Schema: application/json
string
Value: "OK"

Response samples

Content type
application/json
"OK"

Verify email domain

path Parameters
emailDomainID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

EmailDomain ID

Responses

Response Schema: application/json
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 name.helpdesk.com domain will be created. If full domain is provided, ownership verification will be performed during this API call. The system will look for CNAME record with hostname of hd-<licenseID>.yourdomain.com pointing to helpdesk.com. The request will fail if no such record is found.

status
string
Enum: "new" "pendingConfiguration" "pendingVerification" "active" "pendingDeletion" "setupFailed"

Domain status

Status Description
new domain just added
pendingConfiguration domain need additional records in DNS
pendingVerification domain is being verified
active domain is ready to use
setupFailed domain setup failed - manual steps required
object

DNS records that have to be set in domain DNS

object

Response samples

Content type
application/json
{
  • "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": {
    },
  • "flags": {
    }
}

Check domain availability

query Parameters
name
required
string

Domain name prefix to check - <name>.helpdesk.com will be checked.

Responses

Response Schema: application/json
available
boolean

Is domain available

Response samples

Content type
application/json
{
  • "available": true
}

Mailboxes (inboxes)

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.

List mailboxes

Responses

Response Schema: application/json
Array
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

Response samples

Content type
application/json
[
  • {
    }
]

Create mailbox

Request Body schema: application/json
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

Responses

Response Schema: application/json
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

Request samples

Content type
application/json
{
  • "teamID": "c0667eef-641d-4ec1-8841-70369193c95e",
  • "agentID": "74c65f91-93f2-4eb5-9483-96ac7fa9011a",
  • "description": "Main forwarding address"
}

Response samples

Content type
application/json
{
  • "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": {
    }
}

Get mailbox

path Parameters
mailboxID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Responses

Response Schema: application/json
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

Response samples

Content type
application/json
{
  • "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": {
    }
}

Update mailbox

path Parameters
mailboxID
required
string
Request Body schema: application/json
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.

Responses

Response Schema: application/json
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

Request samples

Content type
application/json
{
  • "teamID": "c0667eef-641d-4ec1-8841-70369193c95e",
  • "agentID": "74c65f91-93f2-4eb5-9483-96ac7fa9011a"
}

Response samples

Content type
application/json
{
  • "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": {
    }
}

Delete mailbox

path Parameters
mailboxID
required
string

Responses

Response Schema: application/json
string
Value: "OK"

Response samples

Content type
application/json
"OK"

Reply addresses

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.

List reply addresses

Responses

Response Schema: application/json
Array
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

email
string <email>

Complete email address

verified
boolean

Is reply address verified

Response samples

Content type
application/json
[
  • {
    }
]

Create reply address

Request Body schema: application/json
prefix
required
string

Email part before @

emailDomainID
required
string <uuid>

Verified email domain ID

Responses

Response Schema: application/json
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

email
string <email>

Complete email address

verified
boolean

Is reply address verified

Request samples

Content type
application/json
{
  • "prefix": "support",
  • "emailDomainID": "05f1856c-9d90-403c-8068-312a0b76bd29"
}

Response samples

Content type
application/json
{
  • "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
}

Get reply address

path Parameters
replyAddressID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Responses

Response Schema: application/json
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

email
string <email>

Complete email address

verified
boolean

Is reply address verified

Response samples

Content type
application/json
{
  • "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
}

Delete reply address

path Parameters
replyAddressID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Responses

Response Schema: application/json
string
Value: "OK"

Response samples

Content type
application/json
"OK"

Spam management

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.

List trusted emails

Responses

Response Schema: application/json
Array
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>

Email address or domain name

Response samples

Content type
application/json
[
  • {
    }
]

Trust an email

Request Body schema: application/json
email
required
email <email>

Email address or domain name

Responses

Response Schema: application/json
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>

Email address or domain name

Request samples

Content type
application/json
{
  • "email": "some@example.com"
}

Response samples

Content type
application/json
{
  • "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"
}

Get trusted email

path Parameters
trustedEmailID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Responses

Response Schema: application/json
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>

Email address or domain name

Response samples

Content type
application/json
{
  • "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"
}

Remove trusted email

path Parameters
trustedEmailID
required
string

Responses

Response Schema: application/json
string
Value: "OK"

Response samples

Content type
application/json
"OK"

List blocked emails

Responses

Response Schema: application/json
Array
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>

Email address or domain name

Response samples

Content type
application/json
[
  • {
    }
]

Block an email

Request Body schema: application/json
email
required
email <email>

Email address or domain name

Responses

Response Schema: application/json
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>

Email address or domain name

Request samples

Content type
application/json
{
  • "email": "some@example.com"
}

Response samples

Content type
application/json
{
  • "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"
}

Get blocked email

path Parameters
blockedEmailID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Responses

Response Schema: application/json
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>

Email address or domain name

Response samples

Content type
application/json
{
  • "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"
}

Remove blocked email

path Parameters
blockedEmailID
required
string

Responses

Response Schema: application/json
string
Value: "OK"

Response samples

Content type
application/json
"OK"

Canned responses

Canned responses represent short templates of replies fragments that can be used during message composition in the app.

List canned responses

Responses

Response Schema: application/json
Array
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

Response samples

Content type
application/json
[
  • {
    }
]

Create canned response

Request Body schema: application/json
One of
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

Responses

Response Schema: application/json
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

Request samples

Content type
application/json
{
  • "teamID": "f56caf69-3f05-4386-9567-fdc909d7ad77",
  • "shortcuts": [
    ],
  • "transactionID": "050340e4-82de-4a2a-a1c4-724dfaf66cec",
  • "richTextObj": [
    ]
}

Response samples

Content type
application/json
{
  • "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": [
    ],
  • "text": "Thank you for contacting us! We'll reply soon!",
  • "richTextObj": [
    ],
  • "attachments": [
    ]
}

Get canned response

path Parameters
cannedResponseID
required
string

Responses

Response Schema: application/json
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

Response samples

Content type
application/json
{
  • "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": [
    ],
  • "text": "Thank you for contacting us! We'll reply soon!",
  • "richTextObj": [
    ],
  • "attachments": [
    ]
}

Update canned response

path Parameters
cannedResponseID
required
string
Request Body schema: application/json
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

Responses

Response Schema: application/json
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

Request samples

Content type
application/json
{
  • "teamID": "f56caf69-3f05-4386-9567-fdc909d7ad77",
  • "text": "Thank you for contacting us! We'll reply soon!",
  • "shortcuts": [
    ],
  • "richTextObj": [
    ],
  • "transactionID": "050340e4-82de-4a2a-a1c4-724dfaf66cec"
}

Response samples

Content type
application/json
{
  • "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": [
    ],
  • "text": "Thank you for contacting us! We'll reply soon!",
  • "richTextObj": [
    ],
  • "attachments": [
    ]
}

Delete canned response

path Parameters
cannedResponseID
required
string

Responses

Response Schema: application/json
string
Value: "OK"

Response samples

Content type
application/json
"OK"

Rules

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.

List rules

Responses

Response Schema: application/json
Array
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"
Quantifier Description
all all triggers are required to invoke actions (AND)
any any trigger suffice to invoke actions (OR)
triggers
Array of objects (RuleTrigger)
actions
Array of objects (RuleAction)
useCounter
number

Rule use counter

Response samples

Content type
application/json
[
  • {
    }
]

Create rule

Request Body schema: application/json
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"
Quantifier Description
all all triggers are required to invoke actions (AND)
any any trigger suffice to invoke actions (OR)
triggers
required
Array of objects (RuleTrigger)
actions
required
Array of objects (RuleAction)
useCounter
number

Rule use counter

Responses

Response Schema: application/json
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"
Quantifier Description
all all triggers are required to invoke actions (AND)
any any trigger suffice to invoke actions (OR)
triggers
Array of objects (RuleTrigger)
actions
Array of objects (RuleAction)
useCounter
number

Rule use counter

Request samples

Content type
application/json
{
  • "name": "Pending to closed",
  • "description": "Set ticket to closed after 3 days when pending",
  • "type": "tickets",
  • "ordering": 100,
  • "active": true,
  • "quantifier": "all",
  • "triggers": [
    ],
  • "actions": [
    ],
  • "useCounter": 153
}

Response samples

Content type
application/json
{
  • "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": [
    ],
  • "useCounter": 153
}

Get rule

path Parameters
ruleID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Responses

Response Schema: application/json
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"
Quantifier Description
all all triggers are required to invoke actions (AND)
any any trigger suffice to invoke actions (OR)
triggers
Array of objects (RuleTrigger)
actions
Array of objects (RuleAction)
useCounter
number

Rule use counter

Response samples

Content type
application/json
{
  • "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": [
    ],
  • "useCounter": 153
}

Update rule

path Parameters
ruleID
required
string
Request Body schema: application/json
name
string (RuleBase-properties-name)

Rule name

description
string (description)

Rule description

ordering
integer (ordering)

Rule execution order

quantifier
string (quantifier)
Enum: "all" "any"
Quantifier Description
all all triggers are required to invoke actions (AND)
any any trigger suffice to invoke actions (OR)
active
boolean (active)

Is rule active

triggers
Array of objects (triggers)
actions
Array of objects (actions)

Responses

Response Schema: application/json
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"
Quantifier Description
all all triggers are required to invoke actions (AND)
any any trigger suffice to invoke actions (OR)
triggers
Array of objects (RuleTrigger)
actions
Array of objects (RuleAction)
useCounter
number

Rule use counter

Request samples

Content type
application/json
{
  • "name": "Pending to closed",
  • "description": "Set ticket to closed after 3 days when pending",
  • "ordering": 100,
  • "quantifier": "all",
  • "active": true,
  • "triggers": [
    ],
  • "actions": [
    ]
}

Response samples

Content type
application/json
{
  • "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": [
    ],
  • "useCounter": 153
}

Delete rule

path Parameters
ruleID
required
string

Responses

Response Schema: application/json
string
Value: "OK"

Response samples

Content type
application/json
"OK"

Macros

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.

Macros list

Responses

Response Schema: application/json
Array
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 null, the macro will be accessible in all teams. If you provide an empty array, the macro will not be available in any team.

actions
Array of objects (RuleAction)

Response samples

Content type
application/json
[
  • {
    }
]

Create macro

Request Body schema: application/json
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 null, the macro will be accessible in all teams. If you provide an empty array, the macro will not be available in any team.

actions
required
Array of objects (RuleAction)
shared
boolean

If a macro is shared, it becomes visible to all agents, regardless of macros teamIDs list. The creation of shared macros is a privilege reserved for administrators.

Responses

Response Schema: application/json
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 null, the macro will be accessible in all teams. If you provide an empty array, the macro will not be available in any team.

actions
Array of objects (RuleAction)

Request samples

Content type
application/json
{
  • "name": "My macro",
  • "description": "My macro description",
  • "teamIDs": [
    ],
  • "actions": [
    ],
  • "shared": true
}

Response samples

Content type
application/json
{
  • "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": [
    ],
  • "actions": [
    ]
}

Get macro

path Parameters
macroID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Responses

Response Schema: application/json
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 null, the macro will be accessible in all teams. If you provide an empty array, the macro will not be available in any team.

actions
Array of objects (RuleAction)

Response samples

Content type
application/json
{
  • "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": [
    ],
  • "actions": [
    ]
}

Update macro

path Parameters
macroID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Request Body schema: application/json
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 null, the macro will be accessible in all teams. If you provide an empty array, the macro will not be available in any team.

actions
Array of objects (RuleAction)
shared
boolean

If a macro is shared, it becomes visible to all agents, regardless of macros teamIDs list. The edition of shared macros is a privilege reserved for administrators.

Responses

Response Schema: application/json
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 null, the macro will be accessible in all teams. If you provide an empty array, the macro will not be available in any team.

actions
Array of objects (RuleAction)

Request samples

Content type
application/json
{
  • "name": "My macro",
  • "description": "My macro description",
  • "teamIDs": [
    ],
  • "actions": [
    ],
  • "shared": true
}

Response samples

Content type
application/json
{
  • "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": [
    ],
  • "actions": [
    ]
}

Delete macro

path Parameters
macroID
required
string

Responses

Response Schema: application/json
string
Value: "OK"

Response samples

Content type
application/json
"OK"

Views

Views are materialized ticket filters. Every ticket filter set can be saved as a view. Views are created per agent.

Views list

Responses

Response Schema: application/json
Array
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 timezone are allowed here.

Response samples

Content type
application/json
[
  • {
    }
]

Create view

Request Body schema: application/json
name
required
string

View name

filters
required
object

All ticket filters except timezone are allowed here.

shared
boolean

Is view shared (visible to all agents on the license) - only admin can create shared views

Responses

Response Schema: application/json
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 timezone are allowed here.

Request samples

Content type
application/json
{
  • "name": "My tickets this week",
  • "filters": { },
  • "shared": true
}

Response samples

Content type
application/json
{
  • "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": { }
}

Get view

path Parameters
viewID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Responses

Response Schema: application/json
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 timezone are allowed here.

Response samples

Content type
application/json
{
  • "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": { }
}

Update view

path Parameters
viewID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Request Body schema: application/json
name
string (ViewBase-properties-name)

View name

filters
object (filters)

All ticket filters except timezone are allowed here.

shared
boolean

Is view shared (visible to all agents on the license) - only admin is allowed to change the setting

Responses

Response Schema: application/json
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 timezone are allowed here.

Request samples

Content type
application/json
{
  • "name": "My tickets this week",
  • "filters": { },
  • "shared": true
}

Response samples

Content type
application/json
{
  • "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": { }
}

Delete view

path Parameters
viewID
required
string

Responses

Response Schema: application/json
string
Value: "OK"

Response samples

Content type
application/json
"OK"

Webhooks

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.

Webhooks list

Responses

Response Schema: application/json
Array
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"

Response samples

Content type
application/json
[
  • {
    }
]

Create webhook

Request Body schema: application/json
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"

Responses

Response Schema: application/json
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"

Request samples

Content type
application/json
{}

Response samples

Content type
application/json
{
  • "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",
  • "url": "https://mycompany.com/updateFromHelpDesk",
  • "eventType": "tickets.create"
}

Get webhook

path Parameters
webhookID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Responses

Response Schema: application/json
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"

Response samples

Content type
application/json
{
  • "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",
  • "url": "https://mycompany.com/updateFromHelpDesk",
  • "eventType": "tickets.create"
}

Update webhook

path Parameters
webhookID
required
string <uuid> (ID)
Example: 42e113f9-9353-4e89-9f68-69b92f423b0c

Unique object identifier

Request Body schema: application/json
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"

Responses

Response Schema: application/json
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"

Request samples

Content type
application/json
{}

Response samples

Content type
application/json
{
  • "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",
  • "url": "https://mycompany.com/updateFromHelpDesk",
  • "eventType": "tickets.create"
}

Delete webhook

path Parameters
required
ID (string) or WebhookBase-properties-name (string)

Webhook ID or name

Responses

Response Schema: application/json
string
Value: "OK"

Response samples

Content type
application/json
"OK"

Reports

Create custom report

Request Body schema: application/json
type
string
Value: "raw"

Report type. Must be raw.

recipients
Array of strings <email>

Report recipients will receive link to CSV file with generated report.

object

Report time range

Responses

Response Schema: application/json
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

Request samples

Content type
application/json
{
  • "type": "raw",
  • "recipients": [
    ],
  • "range": {
    }
}

Response samples

Content type
application/json
{
  • "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": {
    },
  • "integrations": { }
}

New tickets

query Parameters
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

Responses

Response Schema: application/json
object

Response samples

Content type
application/json
{
  • "2020-07-10T00:00:00+0200": {
    },
  • "2020-07-10T01:00:00+0200": {
    },
  • "2020-07-10T02:00:00+0200": {
    }
}

Ticket sources

query Parameters
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

Responses

Response Schema: application/json
object

Response samples

Content type
application/json
{
  • "2020-07-10": {
    },
  • "2020-07-11": {
    },
  • "2020-07-12": {
    }
}

Ticket rating

query Parameters
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

Responses

Response Schema: application/json
object

Response samples

Content type
application/json
{
  • "2020-07-10": {
    },
  • "2020-07-11": {
    },
  • "2020-07-12": {
    }
}

Agent rating

query Parameters
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

Responses

Response Schema: application/json
object

Response samples

Content type
application/json
{
  • "8f27f169-0d9a-4c75-b625-6f4a6388cf63": {
    },
  • "46bf2010-55f4-4ece-9f3a-fe4d520af4bd": {
    }
}

Ticket status

query Parameters
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

Responses

Response Schema: application/json
object

Response samples

Content type
application/json
{
  • "2020-07-10": {
    },
  • "2020-07-11": {
    },
  • "2020-07-12": {
    }
}

Response time

query Parameters
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

Responses

Response Schema: application/json
object

Response samples

Content type
application/json
{
  • "2020-06-01": {
    },
  • "2020-06-02": {
    },
  • "2020-06-03": {
    }
}

Resolution time

query Parameters
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

Responses

Response Schema: application/json
object

Response samples

Content type
application/json
{
  • "2020-06-01": {
    },
  • "2020-06-02": {
    },
  • "2020-06-03": {
    }
}

New tickets (24h distribution)

query Parameters
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

Responses

Response Schema: application/json
object

Response samples

Content type
application/json
{
  • "0": {
    },
  • "1": {
    },
  • "2": {
    }
}

Ticket sources (24h distribution)

query Parameters
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

Responses

Response Schema: application/json
object

Response samples

Content type
application/json
{
  • "0": {
    },
  • "1": {
    },
  • "2": {
    }
}

Ticket rating (24h distribution)

query Parameters
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

Responses

Response Schema: application/json
object

Response samples

Content type
application/json
{
  • "0": {
    },
  • "1": {
    },
  • "2": {
    }
}

Ticket status (24h distribution)

query Parameters
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

Responses

Response Schema: application/json
object

Response samples

Content type
application/json
{
  • "0": {
    },
  • "1": {
    },
  • "2": {
    }
}

Response time (24h distribution)

query Parameters
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

Responses

Response Schema: application/json
object

Response samples

Content type
application/json
{
  • "0": {
    },
  • "1": {
    },
  • "2": {
    }
}

Resolution time (24h distribution)

query Parameters
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

Responses

Response Schema: application/json
object

Response samples

Content type
application/json
{
  • "0": {
    },
  • "1": {
    },
  • "2": {
    }
}

Failed outgoing emails

Responses

Response Schema: application/json
Array
licenseID
integer
createdAt
string <date-time>

Time of reporting

email
string

Email address that failed

type
any
Enum: "hardBounce" "spamNotification" "spamComplaint"

Cause of failure

ticketID
string or null <uuid>

ID of a ticket related to the message

Response samples

Content type
application/json
[
  • {
    }
]