> ## Documentation Index > Fetch the complete documentation index at: https://www.text.com/docs/llms.txt > Use this file to discover all available pages before exploring further. # Remove tag ## OpenAPI ````yaml /api/ticketing/openapi.json delete /v1/tickets/{ticketID}/tags/{tagID} openapi: 3.0.3 info: title: Ticketing API version: 1.0.0 description: > # Introduction This document describes the public API of the Ticketing API # Authentication The Ticketing API shares an authentication and authorization system with [Text](https://www.text.com). More details can be found in [Authorization Documentation](https://developers.text.com/docs/authorization). Endpoints require `Authorization` HTTP header. Authorization methods include: - Personal Access Tokens (good for testing and development purposes). PATs can be created in the Text app under **Settings → API access → Personal access tokens**. Use the `accounts--my:ro` scope when generating the token. After generating a token, use Basic authentication scheme with your **account_id** as the user name and the token as a password. [Detailed instructions](/authentication/personal-access-tokens). - OAuth 2 Authorization Code Grant flow (recommended for production deployment) - details of implementation are described in [Authorization code grant](https://developers.text.com/docs/authorization/authorizing-api-calls/#authorization-code-grant) documentation. - Other possible options are described in the [Use cases](https://developers.text.com/docs/authorization/authorizing-api-calls/#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](#operation/ticketUpdateChangeSilo) endpoint. # Gotchas ## User-Agent header We advise always including `User-Agent` header in API requests. Requests missing it might be blocked by intermediary services. servers: - url: https://api.helpdesk.com security: - PersonalAccessToken: [] - BearerAuth: [] tags: - name: Tickets description: > ## Fetch tickets in batches The `/v1/tickets` endpoint provides **cursor-based pagination** for efficient navigation through large or frequently updated datasets. This method avoids common pitfalls of offset-based pagination, offering greater stability and performance. ### How Cursor Pagination Works Cursor pagination uses a composite key of: - `value` - a timestamp (e.g., `createdAt`, `updatedAt`, `lastMessageAt`) - `ID` - a unique ticket ID (`UUID`) to guarantee stable sorting, even for duplicate timestamps These fields are used to determine **where to continue pagination** when requesting the next or previous page. You may provide **either** a `next` cursor (to fetch forward) or a `prev` cursor (to fetch backward) — **not both**. ### Query Parameters | Parameter | Type | Description | |----------------|----------|-----------------------------------------------------------------------------| | `pageSize` | number | Number of results per page (default = 20, max = 100) | | `order` | string | Sorting direction: `asc` or `desc` (default = `desc`) | | `sortBy` | string | Field to sort by: `createdAt`, `updatedAt`, `lastMessageAt` (default = `createdAt`) | | `next.value` | string | ISO 8601 timestamp for the last item on the current page | | `next.ID` | UUID | ID of the last item on the current page | | `prev.value` | string | ISO 8601 timestamp for the first item on the current page | | `prev.ID` | UUID | ID of the first item on the current page | ## Example: Step-by-Step Cursor Navigation Assume 7 tickets exist, sorted by `createdAt desc`: | ID (UUID) | Created At | |----------------------------------------|--------------------------| | `fa1355ae-7e4f-4aa2-83df-20e6bc503a4b` | 2026-06-17T10:00:00.000Z | | `7c2037c2-0624-4a56-94e1-86e25b6c3727` | 2026-06-16T10:00:00.000Z | | `cb7a8b56-bc41-4e2a-b88a-6615a2ef45d9` | 2026-06-15T10:00:00.000Z | | `d3ea733f-7b0e-4075-8a64-8f994f2b76d2` | 2026-06-14T10:00:00.000Z | | `bd9a3d9c-12a3-4ba3-b438-1a3d8e3e6dc1` | 2026-06-13T10:00:00.000Z | | `ea0d7356-34dc-4899-a4de-2cbbdf71fcf0` | 2026-06-12T10:00:00.000Z | | `12c3d688-7a14-4dfb-9f82-74e2bc155fe9` | 2026-06-11T10:00:00.000Z | ### Step 1: Initial Request ```http GET /v1/tickets?pageSize=3&order=desc&sortBy=createdAt ``` **Response:** ```json [ { "ID": "fa1355ae-7e4f-4aa2-83df-20e6bc503a4b", "createdAt": "2026-06-17T10:00:00.000Z", ... }, { "ID": "7c2037c2-0624-4a56-94e1-86e25b6c3727", "createdAt": "2026-06-16T10:00:00.000Z", ... }, { "ID": "cb7a8b56-bc41-4e2a-b88a-6615a2ef45d9", "createdAt": "2026-06-15T10:00:00.000Z", ... } ] ``` ### Step 2: Next Page ```http GET /v1/tickets?pageSize=3&order=desc&sortBy=createdAt&next.value=2026-06-15T10:00:00Z&next.ID=cb7a8b56-bc41-4e2a-b88a-6615a2ef45d9 ``` **Response:** ```json [ { "ID": "d3ea733f-7b0e-4075-8a64-8f994f2b76d2", "createdAt": "2026-06-14T10:00:00.000Z", ... }, { "ID": "bd9a3d9c-12a3-4ba3-b438-1a3d8e3e6dc1", "createdAt": "2026-06-13T10:00:00.000Z", ... }, { "ID": "ea0d7356-34dc-4899-a4de-2cbbdf71fcf0", "createdAt": "2026-06-12T10:00:00.000Z", ... } ] ``` ### Step 3: Final Page ```http GET /v1/tickets?pageSize=3&order=desc&sortBy=createdAt&next.value=2026-06-12T10:00:00Z&next.ID=ea0d7356-34dc-4899-a4de-2cbbdf71fcf0 ``` **Response:** ```json [ { "ID": "12c3d688-7a14-4dfb-9f82-74e2bc155fe9", "createdAt": "2026-06-11T10:00:00.000Z", ... } ] ``` ### Best Practices - Use the `next` or `prev` cursor values returned by your last result set to paginate forward or backward. - Keep `sortBy` and `order` consistent across requests for predictable behavior. - Use `eventsScope=none` if you don't need events in the response. - name: Licenses description: | The license describes a customer account. Contains: - [Subscription](#tag/Subscriptions) 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 - name: Agents description: | 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`) - name: Custom fields description: > 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. - name: Transactions description: > Transactions represent volatile sets of uploaded attachments used while modifying various elements in Text 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": "2026-06-24T13:58:12.288Z", "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 ``` 2. Upload attachments 3. Update signature using `transactionID` ``` PATCH /v1/agents/ff623067-ba81-4613-bfa8-1c558e3a58f0 HTTP/1.1 signature.text=test transactionID=6efd3115-cf6e-4b2c-83d1-03fa5470c625 ``` - name: Email domains description: >- Email domain represent a domain with records authorizing Text 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. - name: Teams description: > 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. - name: Templates description: > Teamplate describes HTML (or Visual) and plaintext version of every email sent to end-user. Templates can be used to customize these messages. - name: Audit log description: | Audit log contains all changes made in the system. - name: Mailboxes (inboxes) description: > Mailboxes (inboxes) are virtual email addresses provided by Text 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. - name: Reply addresses description: >- 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. - name: Spam management description: >- 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. - name: Canned responses description: >- Canned responses represent short templates of replies fragments that can be used during message composition in the app. - name: Rules description: >- 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. - name: Macros description: >- 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. - name: Views description: >- Views are materialized ticket filters. Every ticket filter set can be saved as a view. Views are created per agent. - name: Webhooks description: > 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: , createdAt: , payload: { } } ``` Webhook payload for `tickets.events.*` webhooks (`POST` request with `application/json` payload): ``` { eventType: , createdAt: , payload: { ticket: event: } } ``` 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`. paths: /v1/tickets/{ticketID}/tags/{tagID}: delete: tags: - Tickets - Tags summary: Remove tag operationId: ticketUpdateRemoveTag parameters: - in: path name: ticketID schema: $ref: '#/components/schemas/ID' required: true - in: path name: tagID schema: $ref: '#/components/schemas/ID' required: true responses: '200': description: Successful response. content: application/json: schema: $ref: '#/components/schemas/TicketResult' example: ID: 42e113f9-9353-4e89-9f68-69b92f423b0c licenseID: 13381337 createdAt: '2026-06-30T22:02:08.901Z' createdBy: f56caf69-3f05-4386-9567-fdc909d7ad77 createdByType: agent updatedAt: '2026-06-30T22:02:08.901Z' updatedBy: f56caf69-3f05-4386-9567-fdc909d7ad77 shortID: IIPZGJ lastMessageAt: '2026-06-30T22:02:08.901Z' parentTicket: ID: 42e113f9-9353-4e89-9f68-69b92f423b0c shortID: IIPZGJ subject: Parent ticket subject childTickets: - ID: 42e113f9-9353-4e89-9f68-69b92f423b0c shortID: IIPZGJ subject: Child ticket subject status: open priority: -10 subject: Ticket subject teamIDs: - 42e113f9-9353-4e89-9f68-69b92f423b0c requester: email: '' name: '' cc: - email: cc@email.com name: John Client tagIDs: - 42e113f9-9353-4e89-9f68-69b92f423b0c followers: - 42e113f9-9353-4e89-9f68-69b92f423b0c assignment: team: ID: 42e113f9-9353-4e89-9f68-69b92f423b0c name: '' agent: ID: 42e113f9-9353-4e89-9f68-69b92f423b0c name: '' integration: type: livechat referenceType: '' referenceURL: '' referenceID: '' customFields: order-id: '1234' ratingRequeestSent: true rating: rate: good comment: '' requestedAt: '2026-06-30T22:02:08.901Z' silo: tickets spam: status: true reason: licenseBlackList source: type: api events: - type: message integrations: type: livechat externalID: '' detectedLanguage: '' components: schemas: ID: type: string example: 42e113f9-9353-4e89-9f68-69b92f423b0c description: Unique object identifier format: uuid TicketResult: allOf: - $ref: '#/components/schemas/ObjectBase' - type: object properties: shortID: type: string description: The short ticket ID. - $ref: '#/components/schemas/TicketBase' - type: object properties: requester: $ref: '#/components/schemas/TicketRequesterResult' assignment: $ref: '#/components/schemas/TicketAssignmentResult' ratingRequeestSent: type: boolean description: Has rating request been sent. default: false rating: $ref: '#/components/schemas/TicketRatingResult' silo: $ref: '#/components/schemas/TicketSilo' spam: $ref: '#/components/schemas/TicketSpam' source: $ref: '#/components/schemas/TicketSource' events: description: The ticket events. type: array items: $ref: '#/components/schemas/TicketEvent' integrations: oneOf: - type: object properties: type: type: string enum: - livechat externalID: type: string description: The external ticket ID. - type: object detectedLanguage: description: The detected language code. type: string ObjectBase: type: object properties: ID: type: string description: Unique object identifier. format: uuid licenseID: type: integer description: Unique account identifier. createdAt: type: string description: The time of creation. format: date-time createdBy: type: string description: The creator identifier. format: uuid createdByType: type: string enum: - agent - client - system description: The creator type. updatedAt: type: string description: The time of last modification. format: date-time updatedBy: type: string description: The modification author identifier. format: uuid TicketBase: type: object properties: lastMessageAt: type: string description: The time of last public message. format: date-time parentTicket: nullable: true type: object description: The parent ticket reference. properties: ID: $ref: '#/components/schemas/ID' shortID: type: string description: The parent ticket short ID. subject: type: string childTickets: type: array items: $ref: '#/components/schemas/TicketChildTicket' description: The merged ticket reference. uniqueItems: true status: $ref: '#/components/schemas/TicketStatus' priority: $ref: '#/components/schemas/TicketPriority' subject: type: string teamIDs: type: array uniqueItems: true items: $ref: '#/components/schemas/ID' description: The teams that can access the ticket. requester: type: object properties: email: type: string description: The requester's email. name: type: string description: The requester's name. default: Client required: - email cc: type: array uniqueItems: true items: type: object properties: email: type: string description: The requester's email. name: type: string description: The requester's name. default: Client required: - email description: A list of people in the loop. tagIDs: type: array uniqueItems: true items: $ref: '#/components/schemas/ID' description: A list of ticket tags. followers: type: array uniqueItems: true items: $ref: '#/components/schemas/ID' description: A list of ticket followers (agents). assignment: type: object properties: team: type: object description: The assigned team. properties: ID: $ref: '#/components/schemas/ID' required: - ID agent: type: object description: The assigned agent. nullable: true properties: ID: $ref: '#/components/schemas/ID' required: - ID minProperties: 1 description: The team or agent assignment. integration: oneOf: - type: object properties: type: type: string enum: - livechat referenceType: type: string referenceURL: type: string referenceID: type: string required: - type minProperties: 2 customFields: $ref: '#/components/schemas/TicketCustomFields' type: object TicketRequesterResult: type: object properties: email: type: string description: The requester's email. format: email name: type: string description: The requester's name. description: Ticket requester TicketAssignmentResult: type: object properties: team: type: object description: The assigned team. properties: ID: $ref: '#/components/schemas/ID' name: type: string description: The assigned team name. agent: type: object description: The assigned agent. properties: ID: $ref: '#/components/schemas/ID' name: type: string description: The assigned agent name. minProperties: 1 description: Team / agent assignment TicketRatingResult: type: object nullable: true description: Ticket rating properties: rate: $ref: '#/components/schemas/TicketRating' comment: type: string requestedAt: type: string format: date-time TicketSilo: type: string enum: - tickets - archive - trash - spam default: tickets description: >- Ticket silo (folder). Please check [ticket silos](#section/Common-notions/Ticket-silos-(folders)) section for more information TicketSpam: type: object properties: status: type: boolean default: false reason: type: string nullable: true enum: - licenseBlackList - headerAutogenerated - headerSpam - limitPerHour - similarEmail - tooManyRecipients TicketSource: oneOf: - type: object properties: type: type: string enum: - api - type: object properties: type: type: string enum: - email mailboxID: type: string nullable: true format: uuid from: type: string nullable: true - type: object properties: type: type: string enum: - external - type: object properties: type: type: string enum: - integration integrationType: type: string enum: - livechat - openwidget external: type: boolean referenceType: type: string referenceURL: type: string referenceID: type: string TicketEvent: oneOf: - allOf: - $ref: '#/components/schemas/TicketEventBase' - type: object properties: type: type: string enum: - message deliveryStatus: type: object message: type: object properties: isPrivate: type: boolean text: type: string richTextHtml: type: string nullable: true richTextObj: type: array nullable: true stripped: type: boolean replySuggestionIDs: type: array items: type: string format: guid skipPitL: type: boolean description: >- Present only when the message should not be sent to people in the loop. - allOf: - $ref: '#/components/schemas/TicketEventBase' - type: object properties: type: type: string enum: - status status: type: object properties: new: $ref: '#/components/schemas/TicketStatus' old: $ref: '#/components/schemas/TicketStatus' - allOf: - $ref: '#/components/schemas/TicketEventBase' - type: object properties: type: type: string enum: - teamVisibility team: type: object properties: new: $ref: '#/components/schemas/TicketBase-properties-teamIDs' old: $ref: '#/components/schemas/TicketBase-properties-teamIDs' - allOf: - $ref: '#/components/schemas/TicketEventBase' - type: object properties: type: type: string enum: - tags tags: type: object properties: new: $ref: '#/components/schemas/tagIDs' old: $ref: '#/components/schemas/tagIDs' - allOf: - $ref: '#/components/schemas/TicketEventBase' - type: object properties: type: type: string enum: - followers followers: type: object properties: new: type: array items: type: object properties: ID: type: string format: guid description: The agent ID following the ticket. name: type: string description: The agent name. old: type: array items: type: object properties: ID: type: string format: guid description: The agent ID following the ticket. name: type: string description: The agent name. - allOf: - $ref: '#/components/schemas/TicketEventBase' - type: object properties: type: type: string enum: - assignment assignment: type: object properties: new: $ref: '#/components/schemas/TicketAssignmentResult' old: $ref: '#/components/schemas/TicketAssignmentResult' - allOf: - $ref: '#/components/schemas/TicketEventBase' - type: object properties: type: type: string enum: - requester requester: type: object properties: new: $ref: '#/components/schemas/TicketRequesterResult' old: $ref: '#/components/schemas/TicketRequesterResult' - allOf: - $ref: '#/components/schemas/TicketEventBase' - type: object properties: type: type: string enum: - subject subject: type: object properties: new: $ref: '#/components/schemas/subject' old: $ref: '#/components/schemas/subject' - allOf: - $ref: '#/components/schemas/TicketEventBase' - type: object properties: type: type: string enum: - rating rating: type: object properties: new: $ref: '#/components/schemas/TicketRatingResult' old: $ref: '#/components/schemas/TicketRatingResult' - allOf: - $ref: '#/components/schemas/TicketEventBase' - type: object properties: type: type: string enum: - ratingRequestSent ratingRequest: type: object properties: text: type: string - allOf: - $ref: '#/components/schemas/TicketEventBase' - type: object properties: type: type: string enum: - attachments attachments: type: object properties: files: type: array items: $ref: '#/components/schemas/schemas-Attachment' description: The attachment list. isPrivate: type: boolean description: Is attachment private. - allOf: - $ref: '#/components/schemas/TicketEventBase' - type: object properties: type: type: string enum: - spam spam: type: object properties: new: $ref: '#/components/schemas/TicketSpam' old: $ref: '#/components/schemas/TicketSpam' - allOf: - $ref: '#/components/schemas/TicketEventBase' - type: object properties: type: type: string enum: - followUpSent message: type: object properties: isPrivate: type: boolean text: type: string richTextHtml: type: string nullable: true richTextObj: type: array nullable: true skipPitL: type: boolean description: >- Present only when the follow-up should not be sent to people in the loop. - allOf: - $ref: '#/components/schemas/TicketEventBase' - type: object properties: type: type: string enum: - cc cc: type: object properties: new: $ref: '#/components/schemas/cc' old: $ref: '#/components/schemas/cc' - allOf: - $ref: '#/components/schemas/TicketEventBase' - type: object properties: type: type: string enum: - childTickets childTickets: type: object properties: new: $ref: '#/components/schemas/childTickets' old: $ref: '#/components/schemas/childTickets' - allOf: - $ref: '#/components/schemas/TicketEventBase' - type: object properties: type: type: string enum: - priority priority: type: object properties: new: $ref: '#/components/schemas/TicketPriority' old: $ref: '#/components/schemas/TicketPriority' TicketChildTicket: type: object description: Merged ticket reference properties: ID: $ref: '#/components/schemas/ID' shortID: type: string description: The child ticket short ID. subject: type: string TicketStatus: type: string enum: - open - pending - onhold - solved - closed default: open description: Ticket status TicketPriority: type: integer enum: - -10 - 0 - 10 - 20 default: 0 description: | | Value | Priority | |-----|--------| | -10 | low | | 0 | medium | | 10 | high | | 20 | urgent | TicketCustomFields: type: object example: order-id: '1234' description: Object with custom fields values, where key is custom fields apiKey. TicketRating: type: string enum: - good - bad - neutral description: Ticket rating TicketEventBase: type: object properties: ID: $ref: '#/components/schemas/ID' source: $ref: '#/components/schemas/TicketSource' author: $ref: '#/components/schemas/TicketEventAuthor' date: type: string format: date-time TicketBase-properties-teamIDs: type: array uniqueItems: true items: $ref: '#/components/schemas/ID' description: Teams that can access the ticket tagIDs: type: array uniqueItems: true items: $ref: '#/components/schemas/ID' description: List of ticket tags subject: type: string example: Ticket subject schemas-Attachment: type: object properties: url: type: string format: url description: The attachment URL. cid: type: string description: The attachment CID for inline use. name: type: string description: The attachment name. size: type: integer description: The attachment size. type: type: string description: The attachment MIME type. sha256: type: string description: The attachment checksum. token: type: string description: The attachment random token. removedAt: type: string format: date-time description: The time of attachment deletion request. removedBy: type: string description: The deletion requester identifier. format: uuid cc: type: array uniqueItems: true items: type: object properties: email: type: string description: The requester's email. name: type: string description: The requester's name. default: Client required: - email description: List of people in the loop childTickets: type: array items: $ref: '#/components/schemas/TicketChildTicket' description: Merged ticket reference uniqueItems: true TicketEventAuthor: oneOf: - type: object properties: type: type: string enum: - agent ID: $ref: '#/components/schemas/ID' name: type: string - type: object properties: type: type: string enum: - rule ID: $ref: '#/components/schemas/ID' name: type: string - type: object properties: type: type: string enum: - system ID: $ref: '#/components/schemas/ID' - type: object properties: type: type: string enum: - client name: type: string securitySchemes: PersonalAccessToken: type: http scheme: basic description: >- Use your `account ID` as the username and your personal access token (PAT) as the password, or pass a Base64-encoded value directly in the Authorization header. For more information, see the personal access tokens guide. BearerAuth: type: http scheme: bearer description: Authenticate using an OAuth 2.0 Bearer token. x-example: us-south1:MQraNrGCsoJvtxD7KNJQB1kM3d5 ````