Ticket

WARNING

Ticket endpoints depend on group permissions and if the user you're using is an agent. Because of this tickets may or may not be available.

List

Required permission: ticket.agent or ticket.customer

GET-Request sent: /api/v1/tickets

Show response

Show

Required permission: ticket.agent or ticket.customer

GET-Request sent: /api/v1/tickets/{ticket id}

Show response

// HTTP-Code 200 OK

{
  "id": 3,
  "group_id": 1,
  "priority_id": 2,
  "state_id": 4,
  "organization_id": 3,
  "number": "22003",
  "title": "Order 787556",
  "owner_id": 3,
  "customer_id": 7,
  "note": null,
  "first_response_at": null,
  "first_response_escalation_at": null,
  "first_response_in_min": null,
  "first_response_diff_in_min": null,
  "close_at": null,
  "close_escalation_at": null,
  "close_in_min": null,
  "close_diff_in_min": null,
  "update_escalation_at": null,
  "update_in_min": null,
  "update_diff_in_min": null,
  "last_contact_at": "2021-06-03T09:57:17.987Z",
  "last_contact_agent_at": "2021-06-03T09:57:17.987Z",
  "last_contact_customer_at": "2021-06-01T11:57:17.935Z",
  "last_owner_update_at": null,
  "create_article_type_id": 1,
  "create_article_sender_id": 2,
  "article_count": 2,
  "escalation_at": null,
  "pending_time": null,
  "type": null,
  "time_unit": null,
  "preferences": {},
  "updated_by_id": 4,
  "created_by_id": 7,
  "created_at": "2021-06-01T11:57:17.935Z",
  "updated_at": "2021-11-03T11:57:17.997Z"
}

Create

Required permission: ticket.agent or ticket.customer

POST-Request sent: /api/v1/tickets

TIP

On behalf of users

If you want to create tickets on behalf of other users, use the customer_id attribute. ticket.agent is mandatory for this. Use guess:{email address} to save an API call if you don't know the user's ID or want to create the user in question ("customer_id": "guess:jane@doe.com").

Add mention subscription right away:

Add the mentions attribute to your ticket payload and provide an array of user ids to directly subscribe them during ticket creation.

E.g.: "mentions": [1, 5, 7, 8],

Show request/response

{
  "title": "Help me!",
  "group": "2nd Level",
  "customer": "david@example.com",
  "article": {
    "subject": "My subject",
    "body": "I am a message!",
    "type": "note",
    "internal": false
  }
}

TIP

For more article attributes and options have a look into articles.

Update

Required permission: ticket.agent or ticket.customer

PUT-Request sent: /api/v1/tickets/{ticket id}

Details

{
  "title": "No help for you",
  "group": "Sales",
  "state": "open",
  "priority": "3 high",
  "article": {
    "subject": "Update via API",
    "body": "Here's my reason for updating this ticket...",
    "internal": true
  }
}

INFO

Above example provides an article. This article is a new article and does not affect any existing ones.

TIP

Adding attachments

Attachment payloads are identical to the POST method, just use PUT instead.

Delete

Required permission: admin

DELETE-Request sent: /api/v1/tickets/{ticket id}

DANGER

This is a permanent removal:

Please note that removing tickets cannot be undone. All data (e.g. articles & attachments) will be lost.

Show response

Response:

// HTTP-Code 200 OK

{}