Tickets

Get one complete

Returns a ticket together with whichever related blocks the data argument asks for (conversations, suggested reply, auto-saved draft, similar tickets, other tickets from the same requester, quick actions and the applied SLA rule), optionally machine-translated, and answers 301 with the surviving ticket's id when the ticket has been merged into another. Asking for the conversations block also marks the ticket and its unread replies as read and publishes a ticket-opened event, so the call is not side-effect free, and include_soft_deleted only reaches deleted tickets while they are still inside the 14 day restore window.

GET /api/{tenant:minlength(2)}/v{version:apiVersion}/tickets/{id}/complete

Authorisation: Minimum role: USER

Request arguments

Name	Type	Source
id	Int32
language_source	String	Query
language_target	String	Query
data	ENUM ticket_get_one_complete_data[]	Query
include_content_as_html	Boolean	Query
include_soft_deleted	Boolean	Query

Request body example

Response

Status: 200 (OK)
Type: DTO_ticket_complete

Wrapper: DTO_response_wrap

Other statuses: 400 (BadRequest), 403 (Forbidden)

Response body example

DTO_ticket_complete

Name	Type	Description
ticket	Object	The ticket itself, returned as a dynamic object carrying the properties described by DTO_ticket plus one key per custom field configured in the workspace
suggested_reply	DTO_ticket_conversation	The AI drafted reply to the newest inbound message, lifted out of conversations and returned here instead, null when none has been generated
conversations	DTO_ticket_conversation[]	The messages on the ticket, without the AI reply suggestion, and without auto-replies unless the AUTO_REPLIES data mode was requested
auto_saved_reply	DTO_auto_save	The calling User's unsent reply draft for this ticket, stored automatically while they type, null when there is no draft
more_like_this	DTO_search_response[]	Tickets and knowledge base articles whose content resembles this ticket, found by vector search and excluding the ticket itself, only filled in for the MORE_LIKE_THIS data mode
quick_actions	DTO_ticket_quick_actions	The calling User's remembered defaults for the ticket screen (status, priority, group, assignee, language and tag) that back the one-click action buttons, only filled in for the INIT data mode
more_from_requester	DTO_ticket_more_from_requester	Up to 20 other tickets from the same requester, newest first, only filled in for the MORE_FROM_REQUESTER data mode
sla	DTO_sla_ticket_info	The SLA policy that applies to this ticket, or null when the workspace has no SLA or no rule matched. Carries no ids, so the same DTO serves both API surfaces.

DTO_ticket_conversation

Name	Type	ReadOnly	Description
sys_status	DTO_reference_color		Status to move the parent ticket to as this message is created, where only one status may be supplied across the messages sent in a single call
created_by	DTO_reference_user	ReadOnly	The User who wrote the message, null when it came from someone who is not a User in the workspace
last_updated_by	DTO_reference_user	ReadOnly	The User who last edited the message, null while it has not been edited since it was created
requester	DTO_contact		The contact who sent the message, set on messages that arrived from outside and null on messages written in Deskhero
last_message_extracted	String		Only the new text of an inbound email with the quoted thread beneath it stripped away, lines joined with HTML line breaks, null when nothing could be isolated (heavily formatted HTML mail, for example)
sys_attachments	DTO_reference_attachment[]		Files attached to this message, each referenced by its attachment id
id	Int32	ReadOnly	Id of this message, assigned by Deskhero from a different sequence than the ticket number in ticket_id
ticket_id	Int32		The number of the ticket this message belongs to
created	DateTime	ReadOnly	When the message was added to the ticket, in UTC
last_updated	DateTime	ReadOnly	When the message was last written to, in UTC
type	ENUM ticket_conversation_type		What kind of message this is: REPLY_INBOUND and REPLY_OUTBOUND for email replies, NOTE_PRIVATE and NOTE_PUBLIC for notes, FORWARD, SUGGESTED_REPLY for an AI draft, AUTO_REPLY_AI and AUTO_REPLY_STATIC for automatic answers, and CHAT_USER and CHAT_BOT for chat-bot messages.
email_addresses	DTO_email_address[]		Addresses on the message, holding sender and recipients for mail that arrived and the TO, CC and BCC recipients (at most 20, or 3 on the free plan) when sending a reply
sys_content_rich	DTO_rich_text		Body of the message, carried as rich text in whichever of the html, tiptap and editorjs representations was stored

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_reference_user

Name	Type	ReadOnly	Description
profile_pic	String	ReadOnly	Profile pic
email	String	ReadOnly	Email
id	Int32		Id
label	Object	ReadOnly	Label

DTO_contact

Name	Type	Description
user_id	Int32	User id
email	String	Email
name	String	Name
profile_pic	String	Profile pic

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

DTO_email_address

Name	Type	Description
email	String	Email
name	String	Name
direction	ENUM email_address_direction	Direction

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	Description
time	Int64	Time
version	String	Version
blocks	DTO_editorjs_block[]	Blocks

DTO_editorjs_block

Name	Type	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	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	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_auto_save

Name	Type	Description
entity	ENUM entity	Entity
optional_id	Int32 (nullable)	Optional id
data	JObject	Data

DTO_search_response

Name	Type	ReadOnly	Description
sys_status	DTO_reference		Sys status
category	DTO_reference		Category
group	DTO_reference		Group
id	Int32		Id
title	String		Title
highlight	String		Highlight
additional_info	String		Additional info
entity	ENUM entity	ReadOnly	Entity
score	Double	ReadOnly	Score
score_weighted	Double	ReadOnly	Score weighted
external_link	String	ReadOnly	External link
created	DateTime		Created
body	String		Store the full text of the entity in plain text.

DTO_reference

Name	Type	ReadOnly	Description
id	Int32		The id of the reference
label	Object	ReadOnly	Name/Label from referenced object.

DTO_ticket_quick_actions

Name	Type	ReadOnly	Description
sys_status	DTO_reference	ReadOnly	Sys status
sys_priority	DTO_reference	ReadOnly	Sys priority
language	DTO_reference	ReadOnly	Language
group	DTO_reference	ReadOnly	Group
assignee	DTO_reference	ReadOnly	Assignee
sys_tag	DTO_reference	ReadOnly	Sys tag

DTO_ticket_more_from_requester

Name	Type	ReadOnly	Description
tickets	Object		Tickets
additional_count	Int32		Additional count

DTO_sla_ticket_info

Name	Type	Description
rule_name	String	Rule name
first_reply_minutes	Int32 (nullable)	Target in minutes, null when the rule has no first-reply target
resolution_minutes	Int32 (nullable)	Target in minutes, null when the rule has no resolution target
business_schedule_name	String	The business schedule the targets are counted in; null = calendar hours (24/7)

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 email_address_direction

Value	Name	Description
0	UNKNOWN	UNKNOWN
1	FROM	FROM
2	TO	TO
3	CC	CC
4	BCC	BCC
5	FORWARDED_TO	FORWARDED_TO
6	RESENT_FROM	RESENT_FROM
7	REPLY_TO	REPLY_TO

ENUM entity

Value	Name	Description
0	UNKNOWN	UNKNOWN
1	LIST	LIST
2	GROUP	GROUP
3	USER	USER
4	LIST_ENTRY	LIST_ENTRY
5	TICKET	TICKET
6	SEARCH	SEARCH
7	INVOICE	INVOICE
8	KNOWLEDGE_BASE	KNOWLEDGE_BASE
9	SCRAPED_ITEM	SCRAPED_ITEM
10	FIELD	FIELD
11	TICKET_CONVERSATION	TICKET_CONVERSATION
12	EXPORT	EXPORT
13	EXTERNAL_PRODUCT	EXTERNAL_PRODUCT
14	TEMPLATE	TEMPLATE
15	PROFILE_API	PROFILE_API
16	FAQ	FAQ

Generated Aug 4, 2026 18:37