Tickets
Create
Creates one or more tickets from a JSON array, running the workspace's new-ticket automations before the insert and then queueing the background work (embeddings, AI auto-reply, notifications, mention notifications). An omitted requester defaults to the calling User and a requester email with no matching user creates a contact record, an omitted group falls back to the Everyone group, and the whole call is rejected when the workspace has passed its hourly outbound-email limit or its plan ticket quota.
POST
/api/{tenant:minlength(2)}/v{version:apiVersion}/tickets
Request arguments
| Name | Type | Source |
|---|---|---|
| tickets_input | DTO_ticket[] | Body |
Request body example
Response
Response body example
DTO_ticket
| Name | Type | ReadOnly | Description |
|---|---|---|---|
| id | Int32 | ReadOnly | The ticket number, assigned by Deskhero on creation and unique within the workspace |
| group | DTO_reference | The group that owns the ticket, which decides which Users can see it, or null when no group is set | |
| assignee | DTO_reference | The User the ticket is assigned to, or null when nobody has been assigned yet | |
| requester | DTO_contact | The contact who asked for help, created automatically from the sender address when the ticket arrives by email | |
| created | DateTime | ReadOnly | When the ticket was created, in UTC |
| created_by | DTO_reference_user | ReadOnly | The User who created the ticket, null when it came from someone who is not a User in the workspace |
| last_updated | DateTime | ReadOnly | When the ticket was last written to, in UTC, which any change moves forward and not only new messages |
| last_updated_by | DTO_reference_user | ReadOnly | The User behind the most recent change, null when the change did not come from a User (inbound email or a background job, for example) |
| last_message | DateTime (nullable) | ReadOnly | When the most recent message was added to the ticket, in UTC, starting out equal to created on a brand new ticket |
| reply_count | Int32 | ReadOnly | Number of replies and notes recorded on the ticket, excluding the message it was created from, AI reply suggestions and static auto-reply acknowledgements |
| ai_reply | Boolean | ReadOnly | True when the ticket has received an AI-generated auto-reply |
| chat_bot_resolved | Boolean (nullable) | ReadOnly | Chat-bot session outcome: true = visitor confirmed the bot answered their question, false = visitor said No. Null when not rated / not a chat ticket. |
| source | String | ReadOnly | How the ticket was created (EMAIL, FORM, CHAT_BOT, ...) |
| reply_history | DTO_ticket_reply_history[] | ReadOnly | One entry per message counted in reply_count, each naming the conversation, its type and who sent it |
| sys_priority | DTO_reference_color | Priority of the ticket, referencing one of the priority values configured for the workspace, and carrying that value's display colours | |
| sys_status | DTO_reference_color | Status of the ticket, referencing one of the statuses configured for the workspace, and carrying that status's display colours | |
| sys_subject | String | Subject line of the ticket, taken from the email subject when the ticket arrives by email | |
| sys_content_rich | DTO_rich_text | Body of the message the ticket was created from, carried as rich text in whichever of the html, tiptap and editorjs representations was stored | |
| suggested_reply_status | ENUM suggested_reply_status | Progress of the AI reply suggestion for the ticket: IN_PROGRESS while it is being generated, DONE when one is available, ERROR_NO_KNOWLEDGE when the knowledge base held nothing relevant, and ERROR_UNKNOWN for any other failure. | |
| sys_attachments | DTO_reference_attachment[] | Files attached to the message the ticket was created from, each referenced by its attachment id |
DTO_reference
| Name | Type | ReadOnly | Description |
|---|---|---|---|
| id | Int32 | The id of the reference | |
| label | Object | ReadOnly | Name/Label from referenced object. |
DTO_contact
| Name | Type | ReadOnly | Description |
|---|---|---|---|
| user_id | Int32 | User id | |
| String | |||
| name | String | Name | |
| profile_pic | String | Profile pic |
DTO_reference_user
| Name | Type | ReadOnly | Description |
|---|---|---|---|
| profile_pic | String | ReadOnly | Profile pic |
| String | ReadOnly | ||
| id | Int32 | Id | |
| label | Object | ReadOnly | Label |
DTO_ticket_reply_history
| Name | Type | ReadOnly | Description |
|---|---|---|---|
| by | DTO_reference_user | By | |
| id | Int32 | Id | |
| type | ENUM ticket_conversation_type | Type | |
| created | DateTime | Created |
DTO_reference_color
| Name | Type | ReadOnly | Description |
|---|---|---|---|
| bg_color | String | ReadOnly | Bg color |
| text_color | String | ReadOnly | Text color |
| id | Int32 | Id | |
| label | Object | ReadOnly | Label |
DTO_rich_text
| Name | Type | ReadOnly | Description |
|---|---|---|---|
| plain_preview | String | ReadOnly | Plain preview |
| html | String | Html | |
| editorjs | DTO_editorjs | Editorjs | |
| tiptap | DTO_tiptap | Tiptap | |
| read_minutes | Int32 | Read minutes |
DTO_editorjs
| Name | Type | ReadOnly | Description |
|---|---|---|---|
| time | Int64 | Time | |
| version | String | Version | |
| blocks | DTO_editorjs_block[] | Blocks |
DTO_editorjs_block
| Name | Type | ReadOnly | Description |
|---|---|---|---|
| id | String | Id | |
| type | String | Type | |
| data | Object | Data |
DTO_tiptap
| Name | Type | ReadOnly | Description |
|---|---|---|---|
| type | String | Type | |
| content | DTO_tiptap_node[] | Content |
DTO_tiptap_node
| Name | Type | ReadOnly | Description |
|---|---|---|---|
| type | String | Type | |
| attrs | DTO_tiptap_attrs | Attrs | |
| content | DTO_tiptap_node[] | Content | |
| text | String | Text | |
| marks | DTO_tiptap_mark[] | Marks |
DTO_tiptap_attrs
| Name | Type | ReadOnly | Description |
|---|---|---|---|
| textAlign | String | Textalign | |
| level | Int32 (nullable) | Level | |
| checked | Boolean (nullable) | Checked | |
| id | Int32 (nullable) | Id | |
| alt | String | Alt | |
| title | String | Title | |
| width | String | Width | |
| wrapperStyle | String | Wrapperstyle | |
| files | DTO_tiptap_file_ref[] | Files | |
| href | String | Href | |
| target | String | Target | |
| colspan | Int32 (nullable) | Colspan | |
| rowspan | Int32 (nullable) | Rowspan | |
| color | String | Color | |
| text | String | Text | |
| name | String | For emoji | |
| native | String | For emoji |
DTO_tiptap_file_ref
| Name | Type | ReadOnly | Description |
|---|---|---|---|
| id | Int32 | Id | |
| label | String | Label |
DTO_tiptap_mark
| Name | Type | ReadOnly | Description |
|---|---|---|---|
| type | String | Type | |
| attrs | DTO_tiptap_attrs | Attrs |
DTO_reference_attachment
| Name | Type | ReadOnly | Description |
|---|---|---|---|
| size_kb | Int32 | ReadOnly | Size kb |
| status | ENUM attachment_status | ReadOnly | Status |
| status_message | String | ReadOnly | Status message |
| download_url | String | ReadOnly | Download url |
| id | Int32 | Id | |
| label | Object | ReadOnly | Label |
ENUM ticket_conversation_type
| Value | Name | Description |
|---|---|---|
| 0 | UNKNOWN | UNKNOWN |
| 1 | REPLY_INBOUND | REPLY_INBOUND |
| 2 | NOTE_PRIVATE | NOTE_PRIVATE |
| 3 | NOTE_PUBLIC | NOTE_PUBLIC |
| 4 | FORWARD | FORWARD |
| 5 | REPLY_OUTBOUND | REPLY_OUTBOUND |
| 6 | SUGGESTED_REPLY | SUGGESTED_REPLY |
| 7 | AUTO_REPLY_AI | AUTO_REPLY_AI |
| 8 | AUTO_REPLY_STATIC | AUTO_REPLY_STATIC |
| 9 | CHAT_USER | CHAT_USER |
| 10 | CHAT_BOT | CHAT_BOT |
ENUM attachment_status
| Value | Name | Description |
|---|---|---|
| 0 | UNKNOWN | UNKNOWN |
| 1 | UNAVAILABLE | UNAVAILABLE, processing in progress |
| 2 | OK | OK |
| 3 | WARNING | WARNING |
| 4 | ERROR | ERROR |
ENUM suggested_reply_status
| Value | Name | Description |
|---|---|---|
| 0 | UNKNOWN | UNKNOWN |
| 1 | IN_PROGRESS | In progress |
| 2 | DONE | Done |
| 3 | ERROR_NO_KNOWLEDGE | Error no knowledge |
| 4 | ERROR_UNKNOWN | Error unknown |
Generated Aug 4, 2026 18:37