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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. Backs the ticket.admin.replied.translated webhook topic. original holds the locale code the reply was written in; every other key holds the reply translated into that locale.

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": { … }
  }
}