For changes that have been updated across all version, see the Unversioned changes page.
This version of the API includes breaking changes. They are listed below.
The sections
endpoints have been removed. You can now use the collections
endpoints to get all collections and their articles. If you previously had sections, they will be returned as collections.
Previous to this version, article collections could only be one level deep. Now, you can have collections within collections. The collections
endpoint now returns a parent_id
attribute for each collection. If the collection has no parent, the parent_id
will be null
. You can also set the parent_id
when creating or updating a collection.
We've added the following fields to the Company object in Webhooks:
size
website
industry
plan
Using the new Articles Search endpoint, you can now search the text of Articles in your Help Center, and filter by state.
Try Articles Search
Using the new Tickets Search endpoint, you can search for multiple tickets by the value of their attributes in order to fetch exactly which ones you want.
Try Tickets Search
Using the /ticket/{ticket_id}/tags
endpoint, you can now add and remove tags from tickets.
The Tickets object now includes a linked_objects
field, which is list of objects that are linked to the ticket. These can be conversations or other tickets.
Tickets now have an open
attribute, which is true
if the ticket is open, and false
if it is closed. Tickets also have a snoozed_until
attribute, which is the date and time that the ticket is snoozed until, if it is snoozed. This is different from the ticket’s state.
We now return the external_id
for a Contact where one exists.
You can now create comments on tickets using the Reply to a ticket endpoint.
Tickets now have one of three different categories.
Using the new is_shared
attribute, you can now share tickets with your customers via the API.
You can now use the API to convert a Conversation to a Ticket
The ticket model now includes the ticket_id
attribute. This represents the Ticket ID that is visible in the Intercom user interface, and is distinct from the id
of the ticket.
The Tickets API now accepts a snooze_until
attribute when updating a ticket. This allows you to snooze a ticket until a specific date and time.
We've added a new webhook, admin.activity_log_event.created
, which will be sent each time a new admin activity log is created.