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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.

admin_assignee_idinteger or null

The id of the teammate that this ticket_part assigned the ticket to, or 0 if the part removed the teammate. Null or absent when the part did not change the teammate, including an unassignment that did not name which assignee it cleared. A bot is reported here, because assignment treats anything that is not a team as a teammate.

Example:991268013
team_assignee_idinteger or null

The id of the team that this ticket_part assigned the ticket to, or 0 if the part removed the team. Null or absent when the part did not change the team, including an unassignment that did not name which assignee it cleared. A part can assign a team and a teammate at the same time, for example when the team uses Round Robin distribution and the teammate is resolved inline. In that case assigned_to reports only the teammate, and these two fields report each assignee separately.

Example:5017691
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). 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>"
}
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"
  },
  "admin_assignee_id": 991268013,
  "team_assignee_id": 5017691,
  "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": { … }
  }
}