Tickets are how you can capture complex requests, allowing you to collaborate and keep track of progress until a resolution is reached.
Object Models
Ticket
Field
Type
Description
type
string
Always ticket
id
string
The id representing the ticket.
ticket_attributes
object
An object containing the different attributes associated to the ticket as key-value pairs. For the default title and description attributes, the keys are _default_title_ and _default_description_.
ticket_state
string
The state the ticket is currenly in
ticket_type
object
A ticket type, used to define the data fields to be captured in a ticket.
contacts
object
The list of contacts (users or leads) affected by a ticket.
admin_assignee_id
string
The id representing the admin assigned to the ticket.
team_assignee_id
string
The id representing the team assigned to the ticket.
created_at
integer
The time the ticket was created.
updated_at
integer
The last time the ticket was updated.
ticket_parts
object
A list of Ticket Part objects for each note and event in the ticket. There is a limit of 500 parts.
Ticket Type
Field
Type
Description
type
string
String representing the object's type. Always has the value ticket_type.
id
string
The id representing the ticket type.
name
string
The name of the ticket type
description
string
The description of the ticket type
icon
string
The icon of the ticket type
workspace_id
string
The id of the workspace that the ticket type belongs to.
ticket_type_attributes
object
A list of attributes associated with a given ticket type.
archived
boolean
Whether the ticket type is archived or not.
created_at
integer
The date and time the ticket type was created.
updated_at
integer
The date and time the ticket type was last updated.
Ticket Contacts
Field
Type
Description
type
string
always contact.list
contacts
array
The list of contacts (users or leads) affected by this ticket.
Ticket Parts
Field
Type
Description
type
string
ticket_parts
array
A list of Ticket Part objects for each ticket. There is a limit of 500 parts.
total_count
integer
Ticket Part Types
Type
Description
note
A note has been created by an admin on the ticket that can only be viewed by admins.
note_and_reopen
A note has been created and the ticket has been reopened in one action.
note_and_unsnooze
A note has been created and the ticket has been unsnoozed in one action.
assignment
The ticket has been assigned to an admin or Nobody.
assign_and_unsnooze
The ticket has been assigned to an admin or Nobody and unsnoozed in one action.
workflow_assignment
The ticket has been assigned to an admin by an inbox workflow.
open
The ticket has been opened.
close
The ticket has been closed.
away_mode_assignment
The ticket has been assigned due to the admin being in away mode.
snoozed
The ticket has been snoozed.
unsnoozed
The ticket has been unsnoozed.
timer_unsnooze
The ticket has been scheduled to unsnooze after a set time.
custom_action_started
A custom action has been triggered on the ticket.
custom_action_finished
A custom action has finished execution on the ticket.
ticket_attribute_updated_by_admin
An attribute on the ticket has been updated by an admin.
ticket_attribute_updated_by_workflow
An attribute on the ticket has been updated by an inbox workflow.
ticket_state_updated_by_admin
The state of the ticket has been updated by an admin.
ticket_state_updated_by_workflow
The state of the ticket has been updated by a workflow.
