{
  "$schema": "https://json-schema.org/draft/2020-12/schema",
  "$id": "https://freshworks.com/schemas/freshworks/ticket.json",
  "title": "Freshworks Ticket",
  "description": "A support or service desk ticket common across Freshdesk and Freshservice products. Tickets represent customer or employee requests for assistance, incidents, or service requests.",
  "type": "object",
  "required": ["id", "subject", "status", "priority"],
  "properties": {
    "id": {
      "type": "integer",
      "description": "Unique identifier of the ticket."
    },
    "subject": {
      "type": "string",
      "description": "Subject line summarizing the ticket request.",
      "minLength": 1,
      "maxLength": 255
    },
    "description": {
      "type": "string",
      "description": "HTML-formatted description of the ticket with full details of the request."
    },
    "description_text": {
      "type": "string",
      "description": "Plain text version of the ticket description."
    },
    "status": {
      "type": "integer",
      "description": "Numeric status code. 2=Open, 3=Pending, 4=Resolved, 5=Closed.",
      "enum": [2, 3, 4, 5]
    },
    "priority": {
      "type": "integer",
      "description": "Numeric priority level. 1=Low, 2=Medium, 3=High, 4=Urgent.",
      "enum": [1, 2, 3, 4]
    },
    "type": {
      "type": "string",
      "description": "Category type of the ticket (e.g., Question, Incident, Problem, Feature Request, Service Request)."
    },
    "source": {
      "type": "integer",
      "description": "Source channel through which the ticket was created. 1=Email, 2=Portal, 3=Phone, 7=Chat, 9=Feedback Widget, 10=Outbound Email."
    },
    "requester_id": {
      "type": "integer",
      "description": "ID of the requester (contact or employee) who raised the ticket."
    },
    "requester_email": {
      "type": "string",
      "format": "email",
      "description": "Email address of the requester."
    },
    "responder_id": {
      "type": "integer",
      "description": "ID of the agent assigned to handle the ticket."
    },
    "group_id": {
      "type": "integer",
      "description": "ID of the agent group to which the ticket is assigned."
    },
    "company_id": {
      "type": "integer",
      "description": "ID of the associated company (Freshdesk) or department (Freshservice)."
    },
    "product_id": {
      "type": "integer",
      "description": "ID of the product or service associated with the ticket."
    },
    "tags": {
      "type": "array",
      "description": "Labels or tags applied to the ticket for categorization.",
      "items": {
        "type": "string"
      }
    },
    "due_by": {
      "type": "string",
      "format": "date-time",
      "description": "Timestamp by which the ticket should be resolved."
    },
    "fr_due_by": {
      "type": "string",
      "format": "date-time",
      "description": "Timestamp by which the first response to the ticket is due."
    },
    "is_escalated": {
      "type": "boolean",
      "description": "Indicates whether the ticket has been escalated due to SLA breach."
    },
    "custom_fields": {
      "type": "object",
      "description": "Key-value pairs containing custom field data specific to the helpdesk configuration.",
      "additionalProperties": true
    },
    "attachments": {
      "type": "array",
      "description": "File attachments associated with the ticket.",
      "items": {
        "$ref": "#/$defs/Attachment"
      }
    },
    "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."
    }
  },
  "$defs": {
    "Attachment": {
      "type": "object",
      "description": "A file attachment on a ticket.",
      "properties": {
        "id": {
          "type": "integer",
          "description": "Unique ID 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",
          "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 uploaded."
        }
      }
    }
  }
}