A Ticket Part representing a note, comment, or quick_reply on a ticket

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REST API Reference

A Ticket Part representing a note, comment, or quick_reply on a ticket

typestring

Always ticket_part

Value:"ticket_part"

Example:"ticket_part"

idstring

The id representing the part.

Example:"3"

part_typestring

Type of the part

Enum:"note""comment""quick_reply"

Example:"note"

bodystring or null

The message body, which may contain HTML.

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

created_atinteger, (date-time)

The time the note was created.

Example:1663597223

updated_atinteger, (date-time)

The last time the note was updated.

Example:1663597260

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.

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"

translationsobject or null

A map of the reply text keyed by locale code, with values in the same format as body (HTML by default). Backs the ticket.admin.replied.translated webhook topic. The special original key holds the source locale code of the reply when it is known; every other key is a locale code whose value is the reply text translated into that locale. The translations field does not modify body. Available from API version 2.16. Can be null or omitted, and always is on parts from a contact. The translations are rendered on every request while body can come from a cached copy, so the two can briefly differ. This webhook topic is not sent for every translated reply: it is suppressed when the reply's body contains any text outside an HTML block element, which includes plain-text replies created through the REST API. Wrap the body in <p>, <div>, or another supported block element to avoid this.

Example:

{
  "original": "en",
  "en": "<p>Hello</p>",
  "fr": "<p>Bonjour</p>"
}

{
  "type": "ticket_part",
  "id": "3",
  "part_type": "note",
  "body": "<p>Okay!</p>",
  "created_at": 1663597223,
  "updated_at": 1663597260,
  "author": {
    "type": "admin",
    "id": "274",
    "name": "Operator",
    "email": "operator+abcd1234@intercom.io"
  },
  "attachments": [
    { … }
  ],
  "redacted": false,
  "app_package_code": "text-integration",
  "translations": {
    "original": "en",
    "en": "<p>Hello</p>",
    "fr": "<p>Bonjour</p>"
  }
}