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Ticket Part

Ticket Part

A Ticket Part represents a message in the ticket.

typestring

Always ticket_part

Example:"ticket_part"
idstring

The id representing the ticket part.

Example:"3"
part_typestring

The type of ticket part.

Example:"comment"
bodystring or null

The message body, which may contain HTML.

Example:"<p>Okay!</p>"
previous_ticket_statestring

The previous state of the ticket.

Enum:"submitted""in_progress""waiting_on_customer""resolved"
Example:"submitted"
ticket_statestring

The state of the ticket.

Enum:"submitted""in_progress""waiting_on_customer""resolved"
Example:"submitted"
created_atinteger, (date-time)

The time the ticket part was created.

Example:1663597223
updated_atinteger, (date-time)

The last time the ticket part was updated.

Example:1663597260
assigned_toobject or null(Reference)

The assignee this ticket_part assigned the ticket to, as a reference whose type is admin, team or bot. When the part unassigned the ticket, type is nobody_admin and id is null. Null when the part did not change the assignment, or when the assignee has since been deleted.

authorobject(Ticket part author)

The author that wrote or triggered the part. Can be a bot, admin, team or user.

attachmentsArray of objects(Ticket part attachments)

A list of attachments for the part.

external_idstring or null

The external id of the ticket part

Example:"abcd1234"
redactedboolean

Whether or not the ticket part has been redacted.

Example:false
app_package_codestring

The app package code if this part was created via API. Note this field won't show if the part was not created via API.

Example:"text-integration"
updated_attribute_dataobject or null(Updated Attribute)

The updated attribute data of the ticket part. Only present for attribute update parts.

{
  "type": "ticket_part",
  "id": "3",
  "part_type": "comment",
  "body": "<p>Okay!</p>",
  "previous_ticket_state": "submitted",
  "ticket_state": "submitted",
  "created_at": 1663597223,
  "updated_at": 1663597260,
  "assigned_to": {
    "type": "contact",
    "id": "1a2b3c"
  },
  "author": {
    "type": "admin",
    "id": "274",
    "name": "Operator",
    "email": "operator+abcd1234@intercom.io"
  },
  "attachments": [
    { … }
  ],
  "external_id": "abcd1234",
  "redacted": false,
  "app_package_code": "text-integration",
  "updated_attribute_data": {
    "attribute": { … },
    "value": { … }
  }
}