Using the Ticketing API

The Ticketing API provides access to tickets and the resources that support ticket handling across Text. Use this page to find the relevant resource and understand behavior shared across the reference.

Before you start

For access requirements, see Authorization.

Ticketing resources

Resource	Description
Agents	Manage agents with access to tickets, team membership, roles, and individual settings such as signatures and notifications.
Audit log	Inspect changes made to ticket resources, including the action, affected resource, author, and timestamp.
Canned responses	Manage reusable reply content that agents can use while writing ticket messages.
Custom fields	Configure organization-defined fields stored on tickets, including their team visibility, edit permissions, and active state.
Email domains	Authorize Text to send ticket email from a domain owned by your organization. This setup works with mailboxes and reply addresses.
Imported tickets	Import historical tickets while preserving their original events, timestamps, and attachments.
Licenses	Access organization-level ticket settings, including the default team and email template.
Macros	Manage reusable sets of actions that a user can run on a ticket.
Mailboxes	Configure Text-provided inbox addresses that receive forwarded email and route new tickets to a team or agent. The built-in default mailbox cannot be removed and is not returned by list methods.
Reply addresses	Create and manage reply addresses associated with mailboxes. You can create an address on a verified email domain. Text also creates one automatically when you configure a mailbox with a custom reply address.
Reports	Retrieve ticket metrics and create custom data exports for reporting.
Rules	Manage trigger-and-action automation that runs when a ticket is created or changed.
Spam management	Control trusted and blocked senders or domains. A specific email address takes precedence over a domain when entries conflict.
Tags	Manage team-scoped labels used to categorize and find tickets.
Teams	Manage the teams used for ticket visibility and assignment. Every ticket belongs to a team, and one team provides the organization-wide fallback.
Templates	Manage the HTML and plain-text templates used for email sent to customers.
Tickets	Work with the ticket lifecycle, from creation and retrieval through assignment, updates, relationships, and storage.
Transactions	Prepare temporary attachment sets before using them in tickets, agent signatures, template logos, or canned responses.
Views	Manage saved ticket filters that are available to an individual agent.
Webhooks	Register HTTP endpoints that receive notifications about events happening in tickets.

If you need to	Use
Work with live conversations as an agent or bot	Agent Chat API
Build the customer side of a live chat experience	Customer Chat API

For a broader comparison, see Messaging APIs.

Ticket silos

Tickets are stored in silos according to their state. Only the tickets silo allows writes.

Silo	Contents	Access	Retention
`tickets`	Recent tickets	Read/write	Not automatically removed
`archive`	Archived tickets	Read-only	Not automatically removed
`spam`	Spam tickets	Read-only	60 days after the last update
`trash`	Deleted tickets	Read-only	30 days after the last update

List tickets returns the tickets silo by default. Set the silo parameter to list tickets from another silo. To change where a ticket is stored, use Move ticket to silo.

Ticket attachments

Attachments are uploaded through a transaction before you create or update a ticket, agent signature, template logo, or canned response.

Create a transaction

Use Create transaction for the target resource. Provide its ID when it already exists. When creating a ticket, template, or canned response, omit the entity ID; the generated transaction ID determines the ID of the new resource.

Upload the files

Use Upload attachment with the transaction ID. You can upload multiple files in one request.

Use the transaction

Pass the transaction ID when you create or update the target resource. The transaction is consumed by that request.

Unused transactions and their uploaded attachments are removed after 24 hours. Attachments copied from another resource are not removed with an unused transaction.

Date and time ranges

Date and time ranges in the Ticketing API are half-open: [from, to). The range includes its from value and excludes its to value. Filters that accept dates can use absolute timestamps or relative values. Relative values use a sign (+ or -), a number, and a unit: n for minutes, h for hours, d for days, and m for months. Lowercase units are relative to the current time. Uppercase units refer to the start of the corresponding current period.

Value	Meaning
`-2d`	48 hours before now
`+1m`	One month from now
`-0M`	Start of the current month
`-0D`	Start of the current day
`-10n`	10 minutes before now

User-Agent header

Include the User-Agent header in API requests. Requests without it might be blocked by intermediary services.

Overview

Agents

Canned responses

Custom fields

Email domains

Mailboxes (inboxes)

Licenses

Reply addresses

Reports

Rules

Macros

Spam management

Tags

Teams

Templates

Audit log

Tickets

Transactions

Views

Webhooks

Imported tickets

Before you start

Ticketing resources

Ticket silos

Ticket attachments

Date and time ranges

User-Agent header

​Before you start

​Ticketing resources

​Related APIs

​Ticket silos

​Ticket attachments

​Date and time ranges

​User-Agent header

Before you start

Ticketing resources

Related APIs

Ticket silos

Ticket attachments

Date and time ranges

User-Agent header