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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 id of the admin that was assigned the ticket by this ticket_part (null if there has been no change in assignment.)

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"
translationsobject or null

A map of the reply text keyed by locale code, with values in the same HTML format as body. Only present on the Preview API version and backs the ticket.admin.replied.translated webhook topic. The special original key holds the source locale code of the reply; every other key is a locale code whose value is the reply text translated into that locale. The translations field does not modify body; body carries the reply as authored. Available in the Preview API version only (set Intercom-Version: Preview).

Example:
{
  "original": "en",
  "en": "<p>Hello</p>",
  "fr": "<p>Bonjour</p>"
}
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",
  "translations": {
    "original": "en",
    "en": "<p>Hello</p>",
    "fr": "<p>Bonjour</p>"
  },
  "updated_attribute_data": {
    "attribute": { … },
    "value": { … }
  }
}