{
  "$schema": "https://json-schema.org/draft/2020-12/schema",
  "$id": "https://freshdesk.com/schemas/freshdesk/ticket.json",
  "title": "Freshdesk Ticket",
  "description": "A support ticket in the Freshdesk helpdesk platform, representing a customer inquiry or issue that agents resolve through the support workflow.",
  "type": "object",
  "required": [
    "id",
    "subject",
    "status",
    "priority",
    "requester_id"
  ],
  "properties": {
    "id": {
      "type": "integer",
      "description": "Unique identifier of the ticket, auto-generated by Freshdesk."
    },
    "subject": {
      "type": "string",
      "description": "Subject line of the ticket.",
      "maxLength": 255
    },
    "description": {
      "type": "string",
      "description": "HTML content of the ticket description."
    },
    "description_text": {
      "type": "string",
      "description": "Plain-text content of the ticket description."
    },
    "status": {
      "type": "integer",
      "description": "Status of the ticket. 2=Open, 3=Pending, 4=Resolved, 5=Closed.",
      "enum": [2, 3, 4, 5]
    },
    "priority": {
      "type": "integer",
      "description": "Priority of the ticket. 1=Low, 2=Medium, 3=High, 4=Urgent.",
      "enum": [1, 2, 3, 4]
    },
    "source": {
      "type": "integer",
      "description": "Channel through which the ticket was created. 1=Email, 2=Portal, 3=Phone, 7=Chat, 9=Feedback Widget, 10=Outbound Email.",
      "enum": [1, 2, 3, 7, 9, 10]
    },
    "type": {
      "type": ["string", "null"],
      "description": "Category type of the ticket, e.g. Question, Incident, Problem, Feature Request."
    },
    "requester_id": {
      "type": "integer",
      "description": "ID of the contact who raised the ticket."
    },
    "responder_id": {
      "type": ["integer", "null"],
      "description": "ID of the agent currently assigned to the ticket."
    },
    "group_id": {
      "type": ["integer", "null"],
      "description": "ID of the group the ticket is assigned to."
    },
    "product_id": {
      "type": ["integer", "null"],
      "description": "ID of the product associated with the ticket."
    },
    "company_id": {
      "type": ["integer", "null"],
      "description": "ID of the company associated with the ticket."
    },
    "email_config_id": {
      "type": ["integer", "null"],
      "description": "ID of the email configuration used for the ticket."
    },
    "email": {
      "type": "string",
      "format": "email",
      "description": "Email address of the requester."
    },
    "cc_emails": {
      "type": "array",
      "items": {
        "type": "string",
        "format": "email"
      },
      "description": "Email addresses CC'd on the ticket."
    },
    "fwd_emails": {
      "type": "array",
      "items": {
        "type": "string",
        "format": "email"
      },
      "description": "Email addresses the ticket has been forwarded to."
    },
    "reply_cc_emails": {
      "type": "array",
      "items": {
        "type": "string",
        "format": "email"
      },
      "description": "Email addresses CC'd on replies."
    },
    "to_emails": {
      "type": ["array", "null"],
      "items": {
        "type": "string",
        "format": "email"
      },
      "description": "Email addresses in the To field."
    },
    "tags": {
      "type": "array",
      "items": {
        "type": "string"
      },
      "description": "Tags associated with the ticket."
    },
    "custom_fields": {
      "type": "object",
      "additionalProperties": true,
      "description": "Custom field values keyed by field name with cf_ prefix."
    },
    "fr_escalated": {
      "type": "boolean",
      "description": "Whether the ticket has been escalated for first response SLA breach."
    },
    "spam": {
      "type": "boolean",
      "description": "Whether the ticket has been marked as spam."
    },
    "is_escalated": {
      "type": "boolean",
      "description": "Whether the ticket has been escalated for resolution SLA breach."
    },
    "due_by": {
      "type": "string",
      "format": "date-time",
      "description": "Timestamp when the ticket resolution is due per the SLA."
    },
    "fr_due_by": {
      "type": "string",
      "format": "date-time",
      "description": "Timestamp when the first response is due per the SLA."
    },
    "created_at": {
      "type": "string",
      "format": "date-time",
      "description": "Timestamp when the ticket was created."
    },
    "updated_at": {
      "type": "string",
      "format": "date-time",
      "description": "Timestamp when the ticket was last updated."
    },
    "attachments": {
      "type": "array",
      "items": {
        "$ref": "#/$defs/Attachment"
      },
      "description": "Files attached to the ticket."
    }
  },
  "$defs": {
    "Attachment": {
      "type": "object",
      "description": "A file attached to a ticket or conversation.",
      "required": [
        "id",
        "name",
        "content_type",
        "size",
        "attachment_url"
      ],
      "properties": {
        "id": {
          "type": "integer",
          "description": "Unique identifier of the attachment."
        },
        "name": {
          "type": "string",
          "description": "File name of the attachment."
        },
        "content_type": {
          "type": "string",
          "description": "MIME type of the attachment."
        },
        "size": {
          "type": "integer",
          "minimum": 0,
          "description": "File size in bytes."
        },
        "attachment_url": {
          "type": "string",
          "format": "uri",
          "description": "URL to download the attachment."
        },
        "created_at": {
          "type": "string",
          "format": "date-time",
          "description": "Timestamp when the attachment was created."
        },
        "updated_at": {
          "type": "string",
          "format": "date-time",
          "description": "Timestamp when the attachment was last updated."
        }
      }
    }
  }
}