Tickets
Send mime message
Sends an uploaded MIME message through the workspace mailbox named in its From header (request body limited to 5 MB), then stores the sent message as a new outbound ticket whose requester is taken from the To, Cc and Bcc addresses, running the new-ticket automations on it. The From address must belong to an active Microsoft or Google mailbox, the workspace has to be manually approved for this feature, and the server replaces the message id on the way out.
POST
/api/{tenant:minlength(2)}/v{version:apiVersion}/tickets/send_mime_message
Request arguments
| Name | Type | Source |
|---|---|---|
| mimeMessageFile | IFormFile | FormFile |
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