openapi: 3.1.0 info: title: Helpcenter Ticket API version: 1.0.0 tags: - name: Ticket paths: /api/v1/tickets/{ticketId}/resolution: get: tags: - Ticket summary: Get ticket resolution description: This API fetches details related to the resolution of a ticket. operationId: getTicketResolution parameters: - $ref: '#/components/parameters/ticketId' - $ref: ./Common.json#/components/parameters/orgId responses: '200': $ref: '#/components/responses/getResolutionResponse' security: - iam-oauth2-schema: - Desk.tickets.READ x-audience: - external-public delete: tags: - Ticket summary: Delete ticket resolution description: This API deletes a resolution added to a ticket. operationId: deleteTicketResolution parameters: - $ref: '#/components/parameters/ticketId' - $ref: ./Common.json#/components/parameters/orgId responses: '204': $ref: ./Common.json#/components/responses/emptyResponse security: - iam-oauth2-schema: - Desk.tickets.DELETE x-audience: - external-public patch: tags: - Ticket summary: Update ticket resolution description: This API updates the resolution field of a ticket. operationId: updateTicketResolution parameters: - $ref: '#/components/parameters/ticketId' - $ref: ./Common.json#/components/parameters/orgId requestBody: $ref: '#/components/requestBodies/resolutionRequestBody' responses: '422': $ref: ./Common.json#/components/responses/invalidDataErrorResponse '200': $ref: '#/components/responses/resolutionResponse' security: - iam-oauth2-schema: - Desk.tickets.UPDATE x-audience: - external-public /api/v1/agentsTicketsCount: get: tags: - Ticket summary: List all agentsTicketsCount description: This API returns the number of tickets assigned to multiple agents. operationId: getAgentsTicketsCount parameters: - $ref: '#/components/parameters/agentIds' - $ref: '#/components/parameters/departmentId' - $ref: ./Common.json#/components/parameters/orgId responses: '422': $ref: ./Common.json#/components/responses/invalidDataErrorResponse '200': $ref: '#/components/responses/getAgentsTicketCountResponse' security: - iam-oauth2-schema: - Desk.tickets.READ x-audience: - external-public /api/v1/tickets/moveToTrash: post: tags: - Ticket summary: Move Tickets to trash description: This API moves tickets to the Recycle Bin operationId: deleteTicket parameters: - $ref: ./Common.json#/components/parameters/orgId requestBody: $ref: '#/components/requestBodies/moveRequestsToTrash' responses: '422': $ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse '204': $ref: ./Common.json#/components/responses/emptyResponse security: - iam-oauth2-schema: - Desk.tickets.DELETE x-audience: - external-public /api/v1/associatedTickets: get: tags: - Ticket summary: List all associated tickets description: This API lists a particular number of tickets that are associated to you from your help desk, based on the limit specified. operationId: getAssociatedTickets parameters: - name: include in: query description: Key that returns additional information related to a ticket. Values allowed are: contacts, products, and assignee. All three values can be passed by separating them with a comma in the API request. required: false style: simple explode: true schema: type: - 'null' - array description: Key that returns additional information related to a ticket. Values allowed are: contacts, products, and assignee. All three values can be passed by separating them with a comma in the API request. items: type: - string - 'null' enum: - contacts - products - assignee maxLength: 100 minLength: 0 uniqueItems: true - name: follower in: query description: 'Filter by followers of the ticket. Values allowed : a valid @agentId@.' required: false style: form explode: true schema: type: - string - 'null' - integer format: int64 description: 'Filter by followers of the ticket. Values allowed : a valid @agentId@.' pattern: ([0-9]+) - $ref: '#/components/parameters/departmentId' - $ref: '#/components/parameters/limit' - name: sharedDepartmentId in: query description: Fetches only the tickets shared from @departmentId@ to @sharedDepartmentId@. If @departmentId@ is not provided, fetches all the tickets shared to @sharedDepartmentId@. @sharedDepartmentId@ is given precedence only when @isShared@ is @false@/not given. required: false style: form explode: true schema: type: - string - 'null' - integer format: int64 description: Fetches only the tickets shared from @departmentId@ to @sharedDepartmentId@. If @departmentId@ is not provided, fetches all the tickets shared to @sharedDepartmentId@. @sharedDepartmentId@ is given precedence only when @isShared@ is @false@/not given. pattern: ([0-9]+) - $ref: '#/components/parameters/from' - $ref: '#/components/parameters/assignee' - $ref: '#/components/parameters/receivedInDays' - name: isShared in: query description: Filter all shared tickets actually belonging to @departmentId@ if @isShared@ is true. If @departmentId@ is not provided and if @isShared@ is true, shared tickets from all permitted departments will be listed. If @departmentId@ is provided and @isShared@ is @true@, tickets belonging to @departmentId@, but shared to any other department will be fetched. If @departmentId@ and @sharedDepartmentId@ is provided and @isShared@ is @true@, then tickets belonging to @departmentId@, but shared to @sharedDepartmentId@ will be fetched(Here permission checks are done on @departmentId@). If @departmentId@ and @sharedDepartmentId@ is provided and @isShared@ is @false@/not given, then tickets shared to @sharedDepartmentId@, but belonging to @departmentId@ will be fetched(Here permission checks are done on @sharedDepartmentId@). required: false style: form explode: true schema: type: - boolean - 'null' description: Filter all shared tickets actually belonging to @departmentId@ if @isShared@ is true. If @departmentId@ is not provided and if @isShared@ is true, shared tickets from all permitted departments will be listed. If @departmentId@ is provided and @isShared@ is @true@, tickets belonging to @departmentId@, but shared to any other department will be fetched. If @departmentId@ and @sharedDepartmentId@ is provided and @isShared@ is @true@, then tickets belonging to @departmentId@, but shared to @sharedDepartmentId@ will be fetched(Here permission checks are done on @departmentId@). If @departmentId@ and @sharedDepartmentId@ is provided and @isShared@ is @false@/not given, then tickets shared to @sharedDepartmentId@, but belonging to @departmentId@ will be fetched(Here permission checks are done on @sharedDepartmentId@). - $ref: '#/components/parameters/status' - name: commenter in: query description: 'Filter by commenters of the ticket. Values allowed : a valid @agentId@. As of now, either @follower@ or @commenter@ is supported. If both params are given, @commenter@ will be ignored.' required: false style: form explode: true schema: type: - string - 'null' - integer format: int64 description: 'Filter by commenters of the ticket. Values allowed : a valid @agentId@. As of now, either @follower@ or @commenter@ is supported. If both params are given, @commenter@ will be ignored.' pattern: ([0-9]+) - $ref: ./Common.json#/components/parameters/orgId responses: '204': $ref: ./Common.json#/components/responses/emptyResponse '200': $ref: '#/components/responses/ticketListViewArray' security: - iam-oauth2-schema: - Desk.tickets.READ x-audience: - external-public /api/v1/tickets/updateMany: post: tags: - Ticket summary: Bulk update tickets description: This API updates multiple tickets at once. operationId: bulkUpdateTickets parameters: - $ref: ./Common.json#/components/parameters/orgId requestBody: $ref: '#/components/requestBodies/tickets_massupdate' responses: '422': $ref: ./Common.json#/components/responses/invalidDataErrorResponse '204': $ref: ./Common.json#/components/responses/emptyResponse '403': $ref: ./Common.json#/components/responses/forbiddenErrorResponse security: - iam-oauth2-schema: - Desk.tickets.UPDATE x-audience: - external-public /api/v1/tickets/deleteSpam: post: tags: - Ticket summary: Delete spam tickets description: This API deletes the given spam tickets operationId: deleteSpamTickets parameters: - $ref: ./Common.json#/components/parameters/orgId requestBody: $ref: '#/components/requestBodies/deleteSpamTickets_moveRequestsToTrash' responses: '422': $ref: ./Common.json#/components/responses/invalidDataErrorResponse '200': $ref: ./MassActionResponse.json#/components/responses/massActionListResponse security: - iam-oauth2-schema: - Desk.tickets.DELETE x-audience: - external-public /api/v1/tickets/archivedTickets: get: tags: - Ticket summary: Get Archived Ticket List description: This API gets the archived tickets list in given department. operationId: getArchivedTickets parameters: - name: include in: query description: 'Key that returns additional information related to a ticket. Values allowed are: @contacts@, @products@,@departments@,@team@,@isRead@ and @assignee@. All six values can be passed by separating them with a comma in the API request.' required: false style: simple explode: true schema: type: - 'null' - array description: 'Key that returns additional information related to a ticket. Values allowed are: @contacts@, @products@,@departments@,@team@,@isRead@ and @assignee@. All six values can be passed by separating them with a comma in the API request.' items: type: - string - 'null' enum: - products - contacts - isRead - departments - team - assignee maxLength: 100 minLength: 0 uniqueItems: false - $ref: '#/components/parameters/departmentId' - $ref: '#/components/parameters/limit' - name: viewType in: query description: View Type - Supported Values 1 for Compact view , 2 for Classic view ,4 for Table View. If view type is not specified, Classic View will be the default view required: false style: form explode: true schema: type: - string - 'null' description: View Type - Supported Values 1 for Compact view , 2 for Classic view ,4 for Table View. If view type is not specified, Classic View will be the default view enum: - '1' - '2' - '4' maxLength: 100 minLength: 0 - $ref: '#/components/parameters/from' - $ref: ./Common.json#/components/parameters/orgId responses: '200': $ref: '#/components/responses/archivedTicketListResponse' '422': $ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse '204': $ref: ./Common.json#/components/responses/emptyResponse '403': $ref: ./Common.json#/components/responses/forbiddenErrorResponse security: - iam-oauth2-schema: - Desk.tickets.READ - Desk.search.READ x-audience: - external-public /api/v1/tickets/{ticketId}/move: post: tags: - Ticket summary: Move ticket description: "This API helps move a ticket from one department to another.\n @Note:@ The departmentId query parameter will be deprecated soon. Therefore, going forward, the departmentId attribute must be passed in the body of the API request." operationId: moveTicket parameters: - $ref: '#/components/parameters/ticketId' - $ref: ./Common.json#/components/parameters/orgId requestBody: $ref: '#/components/requestBodies/moveRequestjson' responses: '422': $ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse '200': $ref: ./Common.json#/components/responses/emptyResponse security: - iam-oauth2-schema: - Desk.tickets.UPDATE x-audience: - external-public /api/v1/tickets/{ticketId}/metrics: get: tags: - Ticket summary: Get ticket metrics description: This API fetches details related to the response and resolution times of a ticket. operationId: getTicketsMetrics parameters: - $ref: '#/components/parameters/ticketId' - $ref: ./Common.json#/components/parameters/orgId responses: '200': $ref: '#/components/responses/getTicketMetrics' security: - iam-oauth2-schema: - Desk.tickets.READ x-audience: - external-public /api/v1/tickets/{ticketId}/merge: post: tags: - Ticket summary: Merge two tickets description: This API merges two different tickets. operationId: mergeTicket parameters: - $ref: '#/components/parameters/ticketId' - $ref: ./Common.json#/components/parameters/orgId requestBody: $ref: '#/components/requestBodies/mergejson' responses: '422': $ref: ./Common.json#/components/responses/invalidDataErrorResponse '200': $ref: '#/components/responses/ticketResponse' security: - iam-oauth2-schema: - Desk.tickets.UPDATE x-audience: - external-public /api/v1/tickets/emptySpam: post: tags: - Ticket summary: Empty spam tickets description: This API deletes all spam tickets. operationId: deleteAllSpamTickets parameters: - $ref: ./Common.json#/components/parameters/orgId requestBody: $ref: '#/components/requestBodies/emptySpamResponse' responses: '422': $ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse '202': $ref: ./Common.json#/components/responses/emptyResponse security: - iam-oauth2-schema: - Desk.tickets.DELETE x-audience: - external-public /api/v1/tickets/{ticketId}/notifyArticleUsage: post: tags: - Ticket summary: Map articles to tickets description: This API maps tickets with help articles to automatically suggest the same articles for similar tickets that arrive later. operationId: mapArticlesToTicket parameters: - $ref: '#/components/parameters/ticketId' - $ref: ./Common.json#/components/parameters/orgId requestBody: $ref: ./Article.json#/components/requestBodies/associateArticlesUsage_articleIdsJson responses: '422': $ref: ./Common.json#/components/responses/invalidDataErrorResponse '204': $ref: ./Common.json#/components/responses/emptyResponse security: - iam-oauth2-schema: - Desk.articles.CREATE x-audience: - external-public /api/v1/tickets/{ticketId}/resolutionHistory: get: tags: - Ticket summary: Get resolution history description: This API fetches the resolution history of a ticket operationId: getTicketResolutionHistory parameters: - $ref: '#/components/parameters/ticketId' - $ref: ./Common.json#/components/parameters/orgId responses: '200': $ref: '#/components/responses/getResolutionHistoryResponse' security: - iam-oauth2-schema: - Desk.tickets.READ x-audience: - external-public /api/v1/tickets/markSpam: post: tags: - Ticket summary: Mark ticket as spam description: This API marks tickets as spam. operationId: markTicketAsSpam parameters: - $ref: ./Common.json#/components/parameters/orgId requestBody: $ref: '#/components/requestBodies/tickets_updatespam' responses: '422': $ref: ./Common.json#/components/responses/invalidDataErrorResponse '200': $ref: ./Common.json#/components/responses/emptyResponse '403': $ref: ./Common.json#/components/responses/forbiddenErrorResponse security: - iam-oauth2-schema: - Desk.tickets.UPDATE x-audience: - external-public /api/v1/contacts/{contactId}/tickets: get: tags: - Ticket summary: List tickets by contact description: This API lists tickets received from a specific contact. operationId: getTicketsByContact parameters: - name: include in: query description: Additional information related to the tickets. Values allowed are: @products@, @departments@, @team@, @isRead@ and @assignee@. You can pass multiple values by separating them with a comma in the API request. required: false style: simple explode: true schema: type: - 'null' - array description: Additional information related to the tickets. Values allowed are: @products@, @departments@, @team@, @isRead@ and @assignee@. You can pass multiple values by separating them with a comma in the API request. items: type: - string - 'null' enum: - products - departments - team - assignee - isRead maxLength: 100 minLength: 0 uniqueItems: true - $ref: '#/components/parameters/departmentId' - $ref: '#/components/parameters/dueDate' - $ref: '#/components/parameters/limit' - $ref: '#/components/parameters/from' - name: sortBy in: query description: 'Sort by a specific attribute: @createdTime@ or @modifiedTime@. The default sorting order is ascending. A @-@ prefix denotes descending order of sorting.' required: false style: form explode: true schema: type: - string - 'null' description: 'Sort by a specific attribute: @createdTime@ or @modifiedTime@. The default sorting order is ascending. A @-@ prefix denotes descending order of sorting.' enum: - createdTime - modifiedTime maxLength: 100 minLength: 0 - $ref: '#/components/parameters/isSpam' - $ref: '#/components/parameters/contactId' - $ref: ./Common.json#/components/parameters/orgId responses: '200': $ref: '#/components/responses/getTicketsByContactResponse' '204': $ref: ./Common.json#/components/responses/emptyResponse security: - iam-oauth2-schema: - Desk.contacts.READ - Desk.tickets.READ - Desk.search.READ x-audience: - external-public /api/v1/tickets/{ticketId}/markAsRead: post: tags: - Ticket summary: Mark as read description: This API marks a ticket as read by the user. operationId: markTicketAsRead parameters: - $ref: '#/components/parameters/ticketId' - $ref: ./Common.json#/components/parameters/orgId responses: '200': $ref: ./Common.json#/components/responses/emptyResponse security: - iam-oauth2-schema: - Desk.tickets.UPDATE x-audience: - external-public /api/v1/tickets: get: tags: - Ticket summary: List all tickets description: This API lists a particular number of tickets, based on the limit specified. operationId: getTickets parameters: - name: include in: query required: false style: simple explode: true schema: type: - 'null' - array items: type: - string - 'null' enum: - contacts - products - departments - team - assignee maxLength: 100 minLength: 0 uniqueItems: true - $ref: '#/components/parameters/departmentId' - $ref: '#/components/parameters/dueDate' - $ref: '#/components/parameters/limit' - name: channel in: query required: false style: form explode: true schema: type: - string - 'null' x-dynamic-enum: true - $ref: '#/components/parameters/from' - name: sortBy in: query required: false style: form explode: true schema: type: - string - 'null' enum: - dueDate - createdTime - recentThread maxLength: 100 minLength: 0 - $ref: '#/components/parameters/assignee' - name: teamIds in: query required: false style: form explode: true schema: type: - 'null' - array items: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) uniqueItems: false - $ref: '#/components/parameters/receivedInDays' - name: closedTime in: query required: false style: form explode: true schema: type: - string - 'null' enum: - today - yesterday - currentWeek - currentMonth - last3days - last7days - last15days - last30days maxLength: 100 minLength: 0 - $ref: '#/components/parameters/status' - $ref: ./Common.json#/components/parameters/orgId responses: '204': $ref: ./Common.json#/components/responses/emptyResponse '200': $ref: '#/components/responses/ticketListViewArray' security: - iam-oauth2-schema: - Desk.tickets.READ x-audience: - external-public post: tags: - Ticket summary: Create a ticket description: This API creates a ticket in your helpdesk. operationId: createTicket parameters: - $ref: ./Common.json#/components/parameters/orgId requestBody: $ref: '#/components/requestBodies/addRequestjson' responses: '422': $ref: ./Common.json#/components/responses/invalidDataErrorResponse '400': $ref: ./Common.json#/components/responses/badRequestErrorResponse '200': $ref: '#/components/responses/ticketResponse' security: - iam-oauth2-schema: - Desk.tickets.CREATE x-audience: - external-public /api/v1/closeTickets: post: tags: - Ticket summary: Closed many tickets description: This API closes multiple tickets at once. operationId: closeTickets parameters: - $ref: ./Common.json#/components/parameters/orgId requestBody: $ref: '#/components/requestBodies/closeTicketInput' responses: '422': $ref: ./Common.json#/components/responses/invalidDataErrorResponse '200': $ref: ./Common.json#/components/responses/emptyResponse security: - iam-oauth2-schema: - Desk.tickets.UPDATE x-audience: - external-public /api/v1/ticketQueueView/count: get: tags: - Ticket summary: List all ticketQueueView count description: This API returns the number of tickets in a particular view. operationId: getTicketQueueViewCount parameters: - $ref: '#/components/parameters/agentId' - $ref: '#/components/parameters/viewId' - $ref: '#/components/parameters/departmentId' - $ref: ./Common.json#/components/parameters/orgId responses: '422': $ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse '200': $ref: '#/components/responses/getOpenRequestsCount' security: - iam-oauth2-schema: - Desk.tickets.READ x-audience: - external-public /api/v1/tickets/{ticketId}: get: tags: - Ticket summary: Get a ticket description: This API fetches a single ticket from your helpdesk. operationId: getTicket parameters: - name: include in: query description: 'Key that fetches secondary information related to the ticket. Values allowed are: @contacts@, @products@, @assignee@, @departments@, @contract@, @isRead@, @team@, and @skills@ . Multiple values can be passed, with commas for separation.' required: false style: simple explode: true schema: type: - 'null' - array description: 'Key that fetches secondary information related to the ticket. Values allowed are: @contacts@, @products@, @assignee@, @departments@, @contract@, @isRead@, @team@, and @skills@ . Multiple values can be passed, with commas for separation.' items: type: - string - 'null' enum: - contacts - products - departments - team - assignee - contract - isRead - skills maxLength: 100 minLength: 0 uniqueItems: true - $ref: '#/components/parameters/ticketId' - $ref: ./Common.json#/components/parameters/orgId responses: '200': $ref: '#/components/responses/getTicketResponse' security: - iam-oauth2-schema: - Desk.tickets.READ x-audience: - external-public patch: tags: - Ticket operationId: updateTicket summary: Update a ticket description: This API updates the details of an existing ticket. parameters: - $ref: '#/components/parameters/ticketId' - $ref: ./Common.json#/components/parameters/orgId requestBody: $ref: '#/components/requestBodies/updateRequestjson' responses: '200': $ref: '#/components/responses/ticketResponse' '422': $ref: ./Common.json#/components/responses/invalidDataErrorResponse security: - iam-oauth2-schema: - Desk.tickets.UPDATE x-audience: - external-public /api/v1/tickets/{ticketId}/markAsUnRead: post: tags: - Ticket summary: Mark as unread description: This API marks a ticket as unread by the user. operationId: markTicketAsUnRead parameters: - $ref: '#/components/parameters/ticketId' - $ref: ./Common.json#/components/parameters/orgId responses: '204': $ref: ./Common.json#/components/responses/emptyResponse security: - iam-oauth2-schema: - Desk.tickets.UPDATE x-audience: - external-public /api/v1/tickets/{ticketId}/threads/{threadId}/split: post: tags: - Ticket summary: Split tickets description: This API splits an incoming ticket thread into a new ticket. operationId: splitThreadIntoNewTicket parameters: - name: threadId in: path required: true style: simple explode: false schema: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) - $ref: '#/components/parameters/ticketId' - $ref: ./Common.json#/components/parameters/orgId responses: '200': $ref: '#/components/responses/ticketResponse' security: - iam-oauth2-schema: - Desk.tickets.CREATE x-audience: - external-public /api/v1/products/{productId}/tickets: get: tags: - Ticket summary: List tickets by products description: This API lists tickets received from a specific products. operationId: getTicketsByProduct parameters: - name: include in: query description: Additional information related to the tickets. Values allowed are: @products@, @departments@, @team@, @isRead@ and @assignee@. You can pass multiple values by separating them with a comma in the API request. required: false style: simple explode: true schema: type: - 'null' - array description: Additional information related to the tickets. Values allowed are: @products@, @departments@, @team@, @isRead@ and @assignee@. You can pass multiple values by separating them with a comma in the API request. items: type: - string - 'null' enum: - products - departments - team - assignee - isRead maxLength: 100 minLength: 0 uniqueItems: false - $ref: '#/components/parameters/departmentId' - $ref: '#/components/parameters/dueDate' - $ref: '#/components/parameters/limit' - $ref: '#/components/parameters/from' - name: sortBy in: query description: 'Sort by a specific attribute: @createdTime@ or @modifiedTime@. The default sorting order is ascending. A @-@ prefix denotes descending order of sorting.' required: false style: form explode: true schema: type: - string - 'null' description: 'Sort by a specific attribute: @createdTime@ or @modifiedTime@. The default sorting order is ascending. A @-@ prefix denotes descending order of sorting.' enum: - createdTime - modifiedTime maxLength: 100 minLength: 0 - $ref: '#/components/parameters/isSpam' - name: productId in: path required: true style: simple explode: false schema: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) - $ref: ./Common.json#/components/parameters/orgId responses: '204': $ref: ./Common.json#/components/responses/emptyResponse '200': $ref: '#/components/responses/ticketListViewArray' security: - iam-oauth2-schema: - Desk.settings.READ - Desk.tickets.READ - Desk.search.READ x-audience: - external-public components: schemas: mergeFieldJson: type: - 'null' - object additionalProperties: false properties: entitySkills: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) subCategory: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) cf: type: - 'null' - object additionalProperties: false patternProperties: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) productId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) contactId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) subject: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) customFields: type: - 'null' - object additionalProperties: false patternProperties: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) dueDate: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) channel: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) description: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) secondaryContacts: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) priority: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) classification: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) assigneeId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) resolution: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) phone: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) category: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) email: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) status: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) required: - assigneeId - category - cf - channel - classification - contactId - customFields - description - dueDate - email - entitySkills - phone - priority - productId - resolution - secondaryContacts - status - subCategory - subject resolutionResponse: type: - 'null' - object additionalProperties: false properties: modifiedTime: type: - string - 'null' maxLength: 100 minLength: 0 pattern: (((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z)) author: $ref: '#/components/schemas/assignee' content: type: - string - 'null' maxLength: 100 minLength: 0 required: - author - content - modifiedTime commonJson: additionalProperties: false allOf: - $ref: '#/components/schemas/commonKeys' - type: - 'null' - object properties: subCategory: type: - string - 'null' x-dynamic-enum: true cf: type: - 'null' - object additionalProperties: false patternProperties: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+: type: - string - 'null' maxLength: 100 minLength: 0 pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+ customFields: type: - 'null' - object additionalProperties: false patternProperties: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+: type: - string - 'null' maxLength: 100 minLength: 0 pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+ webUrl: type: - string - 'null' maxLength: 500 minLength: 0 pattern: (^(ht|f)tp(s?)\://[-.\w]*(/?)([a-zA-Z0-9\-\.\?\,\:\'/\\+=&%\$#_@]*)?$) description: type: - string - 'null' maxLength: 65535 minLength: 0 classification: type: - string - 'null' x-dynamic-enum: true category: type: - string - 'null' x-dynamic-enum: true status: type: - string - 'null' x-dynamic-enum: true required: - category - cf - classification - customFields - description - status - subCategory - webUrl getCountJson: additionalProperties: false allOf: - $ref: '#/components/schemas/getCountCommonJson' - type: - 'null' - object properties: isOnline: type: - boolean - 'null' required: - isOnline long_array: type: - 'null' - array items: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) assignee: type: - 'null' - object additionalProperties: false properties: firstName: type: - string - 'null' maxLength: 50 minLength: 0 photoURL: type: - string - 'null' maxLength: 200 minLength: 0 pattern: (^(ht|f)tp(s?)\://[-.\w]*(/?)([a-zA-Z0-9\-\.\?\,\:\'/\\+=&%\$#_@]*)?$) lastName: type: - string - 'null' maxLength: 50 minLength: 0 id: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) email: type: - string - 'null' maxLength: 100 minLength: 0 pattern: ^[a-zA-Z0-9\_]([a-zA-Z0-9\_\+\-\.\'&]*)@(?=.{4,256}$)(([a-zA-Z0-9]+)(([\-\_]*[a-zA-Z0-9])*)[\.])+[a-zA-Z]{2,22}$ required: - email - firstName - id - lastName - photoURL ticketResponse: additionalProperties: false allOf: - $ref: '#/components/schemas/commonResponse' - type: - 'null' - object properties: slaId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) contactId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) sharedDepartments: $ref: '#/components/schemas/sharedDepartmentsWithNameArr' layoutId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) layoutDetails: type: - 'null' - object additionalProperties: false maxProperties: 2 minProperties: 2 properties: id: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) layoutName: type: - string - 'null' maxLength: 120 minLength: 0 pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+ required: - id - layoutName required: - contactId - layoutDetails - layoutId - sharedDepartments - slaId resolutionResponseData: type: - 'null' - array items: $ref: '#/components/schemas/resolutionResponse' getUnassignedTicketsCount: type: - 'null' - object additionalProperties: false properties: onholdCount: type: - string - 'null' - integer format: int32 pattern: ([0-9]+) dueIn1HrCount: type: - string - 'null' - integer format: int32 pattern: ([0-9]+) overDueCount: type: - string - 'null' - integer format: int32 pattern: ([0-9]+) openCount: type: - string - 'null' - integer format: int32 pattern: ([0-9]+) required: - dueIn1HrCount - onholdCount - openCount - overDueCount channelRelatedInfo: type: - 'null' - object additionalProperties: false properties: topicId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) isTopicDeleted: type: - boolean - 'null' forumStatus: type: - string - 'null' enum: - NOSTATUS - NEEDMOREINFO - WORKINGONIT - ANSWERED - UNANSWERED - MAYBELATER - UNDERREVIEW - IMPLEMENTED - WILLNOTIMPLEMENT - NOTAPROBLEM - TEMPORARYFIX - ANALYZING - SOLVED - UNSOLVED - MOSTVOTED - INPROGRESS - '' maxLength: 100 minLength: 0 sourceLink: type: - string - 'null' maxLength: 255 minLength: 0 pattern: (^(ht|f)tp(s?)\://[-.\w]*(/?)([a-zA-Z0-9\-\.\?\,\:\'/\\+=&%\$#_@]*)?$) topicType: type: - string - 'null' enum: - DISCUSSION - QUESTION - IDEA - ANNOUNCEMENT - PROBLEM maxLength: 100 minLength: 0 required: - forumStatus - isTopicDeleted - sourceLink - topicId - topicType data: type: - 'null' - array items: $ref: '#/components/schemas/listviewJson' stagingData: type: - 'null' - array items: $ref: '#/components/schemas/stagingJson' channelList: type: - 'null' - array items: type: - string - 'null' x-dynamic-enum: true sharedDepartmentsWithName: type: - 'null' - object additionalProperties: false properties: name: type: - string - 'null' maxLength: 200 minLength: 0 pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+ id: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) type: type: - string - 'null' enum: - READ_ONLY - READ_WRITE - RESTRICTED_ACCESS maxLength: 100 minLength: 0 required: - id - name - type agentsHandled: type: - 'null' - object additionalProperties: false properties: handlingTime: type: - string - 'null' maxLength: 100 minLength: 0 agentId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) agentName: type: - string - 'null' maxLength: 50 minLength: 0 required: - agentId - agentName - handlingTime commonResponse: additionalProperties: false allOf: - $ref: '#/components/schemas/commonJson' - type: - 'null' - object properties: entitySkills: type: - 'null' - array items: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) uniqueItems: false modifiedTime: type: - string - 'null' maxLength: 100 minLength: 0 pattern: (((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z)) ticketNumber: type: - string - 'null' - integer format: int32 pattern: ([0-9]+) statusType: type: - string - 'null' enum: - Open - Closed - On Hold maxLength: 100 minLength: 0 isArchived: type: - boolean - 'null' departmentId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) onholdTime: type: - string - 'null' maxLength: 100 minLength: 0 pattern: (((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z)) source: $ref: '#/components/schemas/channelSource' resolution: type: - string - 'null' maxLength: 65535 minLength: 0 closedTime: type: - string - 'null' maxLength: 100 minLength: 0 pattern: (((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z)) approvalCount: type: - string - 'null' - integer format: int32 pattern: ([0-9]+) timeEntryCount: type: - string - 'null' - integer format: int32 pattern: ([0-9]+) isOverDue: type: - boolean - 'null' channelRelatedInfo: $ref: '#/components/schemas/channelRelatedInfo' isDeleted: type: - boolean - 'null' isTrashed: type: - boolean - 'null' responseDueDate: type: - string - 'null' maxLength: 100 minLength: 0 pattern: (((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z)) createdTime: type: - string - 'null' maxLength: 100 minLength: 0 pattern: (((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z)) modifiedBy: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) id: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) isResponseOverdue: type: - boolean - 'null' channelCode: type: - string - 'null' maxLength: 100 minLength: 0 customerResponseTime: type: - string - 'null' maxLength: 100 minLength: 0 pattern: (((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z)) threadCount: type: - string - 'null' - integer format: int32 pattern: ([0-9]+) secondaryContacts: type: - 'null' - array items: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) uniqueItems: false commentCount: type: - string - 'null' - integer format: int32 pattern: ([0-9]+) accountId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) taskCount: type: - string - 'null' - integer format: int32 pattern: ([0-9]+) teamId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) attachmentCount: type: - string - 'null' - integer format: int32 pattern: ([0-9]+) isEscalated: type: - boolean - 'null' isSpam: type: - boolean - 'null' required: - accountId - approvalCount - attachmentCount - channelCode - channelRelatedInfo - closedTime - commentCount - createdTime - customerResponseTime - departmentId - entitySkills - id - isArchived - isDeleted - isEscalated - isOverDue - isResponseOverdue - isSpam - isTrashed - modifiedBy - modifiedTime - onholdTime - resolution - responseDueDate - secondaryContacts - source - statusType - taskCount - teamId - threadCount - ticketNumber - timeEntryCount listViewData: type: - 'null' - array items: $ref: '#/components/schemas/listviewCommonJson' commonRequestJson: additionalProperties: false allOf: - $ref: '#/components/schemas/commonKeys' - type: - 'null' - object properties: subCategory: type: - string - 'null' description: Subcategory of the ticket x-dynamic-enum: true cf: type: - 'null' - object additionalProperties: false patternProperties: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+: type: - string - 'null' maxLength: 100 minLength: 0 pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+ customFields: type: - 'null' - object additionalProperties: false patternProperties: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+: type: - string - 'null' maxLength: 100 minLength: 0 pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+ description: type: - string - 'null' description: Description in the ticket maxLength: 65535 minLength: 0 classification: type: - string - 'null' description: Type of ticket. Values supported are @Problem@, @Request@, @Question@, and @Others@. x-dynamic-enum: true category: type: - string - 'null' description: Category of the ticket x-dynamic-enum: true status: type: - string - 'null' description: Status of the ticket. Includes the custom statuses configured in your help desk portal. x-dynamic-enum: true required: - category - cf - classification - customFields - description - status - subCategory lastThread: type: - 'null' - object additionalProperties: false properties: channel: type: - string - 'null' x-dynamic-enum: true isDraft: type: - boolean - 'null' isForward: type: - boolean - 'null' direction: type: - string - 'null' enum: - in - out maxLength: 100 minLength: 0 required: - channel - direction - isDraft - isForward agentsHandledData: type: - 'null' - array items: $ref: '#/components/schemas/agentsHandled' channelSource: type: - 'null' - object additionalProperties: false properties: appName: type: - string - 'null' maxLength: 100 minLength: 0 extId: type: - string - 'null' maxLength: 100 minLength: 0 permalink: type: - string - 'null' maxLength: 65535 minLength: 0 pattern: (^(ht|f)tp(s?)\://[-.\w]*(/?)([a-zA-Z0-9\-\.\?\,\:\'/\\+=&%\$#_@]*)?$) type: type: - string - 'null' enum: - SYSTEM - INTEGRATION - INSTANT_MESSAGE maxLength: 100 minLength: 0 appPhotoURL: type: - string - 'null' maxLength: 65535 minLength: 0 pattern: (^(ht|f)tp(s?)\://[-.\w]*(/?)([a-zA-Z0-9\-\.\?\,\:\'/\\+=&%\$#_@]*)?$) uuid: type: - string - 'null' maxLength: 100 minLength: 0 pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+ required: - appName - appPhotoURL - extId - permalink - type pagination: type: - 'null' - object additionalProperties: false properties: next: type: - string - 'null' maxLength: 1000 minLength: 0 pattern: ([a-zA-Z0-9]+) prev: type: - string - 'null' maxLength: 1000 minLength: 0 pattern: ([a-zA-Z0-9]+) required: - next - prev sharedDepartmentsWithNameArr: type: - 'null' - array items: $ref: '#/components/schemas/sharedDepartmentsWithName' getCountCommonJson: additionalProperties: false allOf: - $ref: '#/components/schemas/getUnassignedTicketsCount' - type: - 'null' - object properties: agentId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) required: - agentId stagingJson: type: - 'null' - object additionalProperties: false properties: handledTime: type: - string - 'null' maxLength: 100 minLength: 0 status: type: - string - 'null' x-dynamic-enum: true required: - handledTime - status listviewJson: additionalProperties: false allOf: - $ref: '#/components/schemas/listviewCommonJson' - type: - 'null' - object properties: subCategory: type: - string - 'null' x-dynamic-enum: true category: type: - string - 'null' x-dynamic-enum: true layoutId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) required: - category - layoutId - subCategory getAgentsTicketCountList: type: - 'null' - array items: allOf: - type: - 'null' - object properties: channel: $ref: '#/components/schemas/channelList' - $ref: '#/components/schemas/getCountJson' listviewCommonJson: additionalProperties: false allOf: - $ref: '#/components/schemas/commonKeys' - type: - 'null' - object properties: ticketNumber: type: - string - 'null' - integer format: int32 pattern: ([0-9]+) sentiment: type: - string - 'null' maxLength: 100 minLength: 0 pattern: (POSITIVE|NEUTRAL|NEGATIVE) customerResponseTime: type: - string - 'null' maxLength: 100 minLength: 0 pattern: (((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z)) statusType: type: - string - 'null' enum: - Open - Closed - On Hold maxLength: 100 minLength: 0 relationshipType: type: - string - 'null' maxLength: 100 minLength: 0 contactId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) isArchived: type: - boolean - 'null' departmentId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) dueDate: type: - string - 'null' maxLength: 100 minLength: 0 pattern: (((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z)) threadCount: type: - string - 'null' - integer format: int32 pattern: ([0-9]+) onholdTime: type: - string - 'null' maxLength: 100 minLength: 0 pattern: (((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z)) lastThread: $ref: '#/components/schemas/lastThread' source: $ref: '#/components/schemas/channelSource' closedTime: type: - string - 'null' maxLength: 100 minLength: 0 pattern: (((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z)) commentCount: type: - string - 'null' - integer format: int32 pattern: ([0-9]+) accountId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) responseDueDate: type: - string - 'null' maxLength: 100 minLength: 0 pattern: (((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z)) webUrl: type: - string - 'null' maxLength: 500 minLength: 0 pattern: (^(ht|f)tp(s?)\://[-.\w]*(/?)([a-zA-Z0-9\-\.\?\,\:\'/\\+=&%\$#_@]*)?$) teamId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) createdTime: type: - string - 'null' maxLength: 100 minLength: 0 pattern: (((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z)) id: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) isSpam: type: - boolean - 'null' status: type: - string - 'null' x-dynamic-enum: true channelCode: type: - string - 'null' maxLength: 100 minLength: 0 required: - accountId - channelCode - closedTime - commentCount - contactId - createdTime - customerResponseTime - departmentId - dueDate - id - isArchived - isSpam - lastThread - onholdTime - relationshipType - responseDueDate - sentiment - source - status - statusType - teamId - threadCount - ticketNumber - webUrl ticketListViewArray: type: - 'null' - object additionalProperties: false properties: data: $ref: '#/components/schemas/data' required: - data commonKeys: type: - 'null' - object additionalProperties: false properties: productId: type: - string - 'null' - integer format: int64 description: ID of the product to which the ticket is mapped pattern: ([0-9]+) phone: type: - string - 'null' description: Phone number in the ticket maxLength: 120 minLength: 0 pattern: '[0-9a-zA-Z_\+\-\.\(\)\$@\?\,\:\''\/\!\P{InBasicLatin}\s]+' subject: type: - string - 'null' description: Subject of the ticket maxLength: 1000 minLength: 0 dueDate: type: - string - 'null' description: Due date for resolving the ticket maxLength: 100 minLength: 0 pattern: (((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z)) channel: type: - string - 'null' description: Channel through which the ticket originated. x-dynamic-enum: true language: type: - string - 'null' description: Language preference to set for the ticket x-dynamic-enum: true priority: type: - string - 'null' description: Priority of the ticket x-dynamic-enum: true assigneeId: type: - string - 'null' - integer format: int64 description: ID of agent to whom the ticket is assigned pattern: ([0-9]+) email: type: - string - 'null' description: Email ID in the ticket maxLength: 150 minLength: 0 pattern: ^[a-zA-Z0-9\_]([a-zA-Z0-9\_\+\-\.\'\&\~]*)@(?=.{4,256}$)(([a-zA-Z0-9]+)(([\-\_]*[a-zA-Z0-9])*)[\.])+[a-zA-Z]{2,22}$ required: - assigneeId - channel - dueDate - email - language - phone - priority - productId - subject parameters: from: name: from in: query description: Index number, starting from which the tickets must be listed required: false style: form explode: true schema: type: - string - 'null' - integer format: int32 description: Index number, starting from which the tickets must be listed pattern: ([0-9]+) status: name: status in: query description: Filter by resolution status of the ticket. You can include multiple values by separating them with a comma required: false style: form explode: true schema: type: - string - 'null' description: Filter by resolution status of the ticket. You can include multiple values by separating them with a comma x-dynamic-enum: true departmentId: name: departmentId in: query description: ID of the department from which the ticket count must be fetched required: true style: form explode: true schema: type: - string - 'null' - integer format: int64 description: ID of the department from which the ticket count must be fetched pattern: ([0-9]+) ticketId: name: ticketId in: path required: true style: simple explode: false schema: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) contactId: name: contactId in: path required: true style: simple explode: false schema: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) viewId: name: viewId in: query description: ID of the view whose ticket count must be fetched required: true style: form explode: true schema: type: - string - 'null' - integer format: int64 description: ID of the view whose ticket count must be fetched pattern: ([0-9]+) agentId: name: agentId in: query description: ID of the agent assigned to resolve the ticket required: false style: form explode: true schema: type: - string - 'null' - integer format: int64 description: ID of the agent assigned to resolve the ticket pattern: ([0-9]+) dueDate: name: dueDate in: query description: Filter by ticket duedate. Values allowed are @overdue@, @tomorrow@, @currentWeek@, @currentMonth@ and @today@. You can include both values by separating them with a comma required: false style: form explode: true schema: type: - string - 'null' description: Filter by ticket duedate. Values allowed are @overdue@, @tomorrow@, @currentWeek@, @currentMonth@ and @today@. You can include both values by separating them with a comma enum: - overdue - tomorrow - currentWeek - currentMonth - today maxLength: 100 minLength: 0 agentIds: name: agentIds in: query description: Comma-separated array of agent IDs. Maximum number of IDs allowed is 50. required: true style: simple explode: true schema: type: - 'null' - array description: Comma-separated array of agent IDs. Maximum number of IDs allowed is 50. items: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) uniqueItems: false limit: name: limit in: query description: Number of tickets to fetch required: false style: form explode: true schema: type: - string - 'null' - integer format: int32 description: Number of tickets to fetch pattern: ([0-9]+) receivedInDays: name: receivedInDays in: query description: Fetches recent tickets, based on @customer response time@. Values allowed are @15@, @30@ , @90@. required: false style: form explode: true schema: type: - string - 'null' description: Fetches recent tickets, based on @customer response time@. Values allowed are @15@, @30@ , @90@. enum: - '15' - '30' - '90' maxLength: 100 minLength: 0 assignee: name: assignee in: query description: assignee - Key that filters tickets by assignee. Values allowed are @Unassigned@ or a valid @assigneeId@. Multiple @assigneeIds@ can be passed as comma-separated values. required: false style: form explode: true schema: type: - string - 'null' - integer format: int64 description: assignee - Key that filters tickets by assignee. Values allowed are @Unassigned@ or a valid @assigneeId@. Multiple @assigneeIds@ can be passed as comma-separated values. pattern: ([0-9]+) isSpam: name: isSpam in: query description: Filters Spam tickets required: false style: form explode: true schema: type: - boolean - 'null' description: Filters Spam tickets requestBodies: moveRequestjson: content: application/json: schema: type: - 'null' - object additionalProperties: false properties: departmentId: type: - string - 'null' - integer format: int64 description: ID of the department in which the ticket exists pattern: ([0-9]+) forumId: type: - string - 'null' - integer format: int64 description: ID of the community sub-category to which the forum ticket (forum topic converted into a ticket) must be moved pattern: ([0-9]+) required: - departmentId examples: Valid requestBody Definitions: value: departmentId: '1892000000082069' forumId: '1892000000052355' moveRequestsToTrash: content: application/json: schema: type: - 'null' - object additionalProperties: false properties: ticketIds: $ref: '#/components/schemas/long_array' required: - ticketIds examples: Valid requestBody Definitions: value: ticketIds: - '2000032002032' closeTicketInput: content: application/json: schema: type: - 'null' - object additionalProperties: false properties: ids: type: - 'null' - array items: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) uniqueItems: false required: - ids examples: Valid requestBody Definitions: value: ids: - '1892000000093303' - '1892000000085009' - '1892000000050003' updateRequestjson: content: application/json: schema: additionalProperties: false allOf: - $ref: '#/components/schemas/commonRequestJson' - type: - 'null' - object properties: contactId: type: - string - 'null' - integer format: int64 description: ID of the contact who raised the ticket. If a value is not available for this key, make sure to include the _contact_ JSON object. If neither attribute is available, an error message regarding the unavailability of the contactId message is returned. pattern: ([0-9]+) resolution: type: - string - 'null' description: Resolution notes recorded in the ticket maxLength: 65535 minLength: 0 sharedDepartments: type: - 'null' - array items: type: - 'null' - object additionalProperties: false maxProperties: 2 minProperties: 2 properties: id: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) type: type: - string - 'null' enum: - READ_ONLY - READ_WRITE - RESTRICTED_ACCESS maxLength: 100 minLength: 0 required: - id - type uniqueItems: false uploads: type: - 'null' - array items: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) uniqueItems: false - type: object examples: Valid requestBody Definitions: value: null emptySpamResponse: content: application/json: schema: type: - 'null' - object additionalProperties: false properties: departmentId: type: - string - 'null' - integer format: int64 description: ID of the department to which the tickets belong pattern: ([0-9]+) required: - departmentId examples: Valid requestBody Definitions: value: departmentId: '1892000000006907' addRequestjson: content: application/json: schema: additionalProperties: false allOf: - $ref: '#/components/schemas/commonRequestJson' - type: - 'null' - object properties: contactId: type: - string - 'null' - integer format: int64 description: ID of the contact who raised the ticket. If a value is not available for this key, make sure to include the _contact_ JSON object. If neither attribute is available, an error message regarding the unavailability of the contactId message is returned. pattern: ([0-9]+) departmentId: type: - string - 'null' - integer format: int64 description: ID of the department to which the ticket belongs pattern: ([0-9]+) contact: type: - 'null' - object additionalProperties: false maxProperties: 2 minProperties: 2 properties: lastName: type: - string - 'null' description: Last name of the contact maxLength: 200 minLength: 0 email: type: - string - 'null' description: Email ID of the contact maxLength: 255 minLength: 0 pattern: ^[a-zA-Z0-9\_]([a-zA-Z0-9\_\+\-\.\'\&\~]*)@(?=.{4,256}$)(([a-zA-Z0-9]+)(([\-\_]*[a-zA-Z0-9])*)[\.])+[a-zA-Z]{2,22}$ required: - email - lastName - type: object required: - contact - contactId - departmentId - status - subject examples: Valid requestBody Definitions: value: entitySkills: - '18921000000379001' - '18921000000364001' - '18921000000379055' - '18921000000379031' subCategory: Sub General cf: cf_permanentaddress: null cf_dateofpurchase: null cf_phone: null cf_numberofitems: null cf_url: null cf_secondaryemail: null cf_severitypercentage: '0.0' cf_modelname: F3 2017 productId: '' contactId: '1892000000042032' subject: Real Time analysis Requirement dueDate: 1466525776000 departmentId: '1892000000006907' channel: Email description: Hai This is Description language: English priority: High classification: '' assigneeId: '1892000000056007' phone: 1 888 900 9646 category: general email: carol@zylker.com status: Open resolutionRequestBody: content: application/json: schema: type: - 'null' - object additionalProperties: false properties: isNotifyContact: type: - boolean - 'null' description: Key that specifies if the contact associated must be notified about the resolution content: type: - string - 'null' description: Content to add in the field maxLength: 100 minLength: 0 required: - content examples: Valid requestBody Definitions: value: isNotifyContact: false content: test resolution API mergejson: content: application/json: schema: type: - 'null' - object additionalProperties: false properties: ids: $ref: '#/components/schemas/long_array' source: $ref: '#/components/schemas/mergeFieldJson' required: - ids examples: Valid requestBody Definitions: value: ids: - '4000000018011' source: contactId: '4000000018011' subject: '4000000018011' priority: '4000000018011' status: '4000000018011' tickets_massupdate: content: application/json: schema: type: - 'null' - object additionalProperties: false properties: isCustomField: type: - boolean - 'null' fieldName: type: - string - 'null' x-dynamic-enum: true ids: $ref: '#/components/schemas/long_array' fieldValue: type: - 'null' - object additionalProperties: false required: - fieldName - ids examples: Valid requestBody Definitions: value: fieldName: subject isCustomField: false ids: - '1892000000093303' - '1892000000085009' - '1892000000050003' fieldValue: Ticket for support deleteSpamTickets_moveRequestsToTrash: content: application/json: schema: type: - 'null' - object additionalProperties: false properties: ticketIds: $ref: '#/components/schemas/long_array' required: - ticketIds examples: Valid requestBody Definitions: value: ticketIds: - '1892000000006907' - '1892000000006908' tickets_updatespam: content: application/json: schema: type: - 'null' - object additionalProperties: false properties: ids: $ref: '#/components/schemas/long_array' isSpam: type: - boolean - 'null' required: - ids - isSpam examples: Valid requestBody Definitions: value: contactSpam: 'true' handleExistingTickets: 'true' ids: - '1000000121176' - '1000000016435' - '1000000016435' isSpam: 'true' responses: getAgentsTicketCountResponse: description: getAgentsTicketCountResponse template definitions content: application/json: schema: type: - 'null' - object additionalProperties: false properties: data: $ref: '#/components/schemas/getAgentsTicketCountList' required: - data examples: Valid responses Definitions: value: data: - onholdCount: 1 agentId: '4000000008734' dueIn1HrCount: 0 overDueCount: 2 channel: - Mail - Phone isOnline: true openCount: 18 - onholdCount: 1 agentId: '4000000056010' dueIn1HrCount: 0 overDueCount: 0 isOnline: false openCount: 0 getResolutionHistoryResponse: description: getResolutionHistoryResponse template definitions content: application/json: schema: oneOf: - type: - 'null' - object additionalProperties: false properties: data: $ref: '#/components/schemas/resolutionResponseData' required: - data - type: - 'null' - object additionalProperties: false properties: errorCode: type: - string - 'null' enum: - URL_NOT_FOUND - UNAUTHORIZED - INVALID_OAUTH - SCOPE_MISMATCH - FORBIDDEN - LICENSE_ACCESS_LIMITED - METHOD_NOT_ALLOWED - RESOURCE_SIZE_EXCEEDED - UNSUPPORTED_MEDIA_TYPE - INVALID_DATA - UNPROCESSABLE_ENTITY - ONLY_LIVECHAT_USER - INTEGRATION_ADMIN_ERROR - THRESHOLD_EXCEEDED - INTERNAL_SERVER_ERROR - EMPTY_PAYLOAD maxLength: 100 minLength: 0 message: type: - string - 'null' maxLength: 255 minLength: 0 required: - errorCode - message examples: Valid responses Definitions: value: data: - modifiedTime: 1449878400000 author: firstName: saran lastName: raj photoURL: https://desk.zoho.com/api/v1/agent/160200000000068005/photo id: 160200000000068000 email: carol@zylker.com content: update ticket resolution - modifiedTime: 1447286400000 author: firstName: saran lastName: raj photoURL: https://desk.zoho.com/api/v1/agent/160200000000068005/photo id: 160200000000068000 email: carol@zylker.com content: add ticket resolution ticketResponse: description: ticketResponse template definitions content: application/json: schema: additionalProperties: false allOf: - $ref: '#/components/schemas/commonResponse' - type: - 'null' - object properties: slaId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) contactId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) sharedDepartments: $ref: '#/components/schemas/sharedDepartmentsWithNameArr' layoutId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) layoutDetails: type: - 'null' - object additionalProperties: false maxProperties: 2 minProperties: 2 properties: id: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) layoutName: type: - string - 'null' maxLength: 120 minLength: 0 pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+ required: - id - layoutName required: - contactId - layoutDetails - layoutId - sharedDepartments - slaId examples: Valid responses Definitions: value: modifiedTime: 1466504175000 ticketNumber: '101' subCategory: Sub General statusType: Open subject: Real Time analysis Requirement dueDate: 1466525776000 departmentId: '1892000000006907' channel: Email onholdTime: null description: Real Time analysis Requirement language: English source: appName: null extId: null type: SYSTEM permalink: null appPhotoURL: null resolution: null sharedDepartments: [] closedTime: null sharedCount: '0' approvalCount: '0' timeEntryCount: '3' isOverDue: false channelRelatedInfo: null createdTime: 1383564067000 id: '1892000000042034' email: carol@zylker.com channelCode: null customerResponseTime: 1383564067912 cf: cf_permanentaddress: null cf_dateofpurchase: null cf_phone: null cf_numberofitems: null cf_url: null cf_secondaryemail: null cf_severitypercentage: '0.0' cf_modelname: F3 2017 productId: null contactId: '1892000000042032' threadCount: '121' priority: High classification: null assigneeId: '1892000000056007' commentCount: '1' taskCount: '1' phone: 1 888 900 9646 webUrl: https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38 attachmentCount: '1' isEscalated: false isSpam: false category: general status: Open resolutionResponse: description: resolutionResponse template definitions content: application/json: schema: type: - 'null' - object additionalProperties: false properties: modifiedTime: type: - string - 'null' maxLength: 100 minLength: 0 pattern: (((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z)) author: $ref: '#/components/schemas/assignee' content: type: - string - 'null' maxLength: 100 minLength: 0 required: - author - content - modifiedTime examples: Valid responses Definitions: value: modifiedTime: 1449878400000 author: firstName: pandi lastName: raj photoURL: https://desk.zoho.com/api/v1/agent/160200000000068005/photo id: 160200000000068000 email: pandeeswaran@zylker.com content: test resolution API getTicketResponse: description: getTicketResponse template definitions content: application/json: schema: allOf: - type: object properties: product: type: - 'null' - object additionalProperties: false maxProperties: 2 minProperties: 2 properties: id: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) productName: type: - string - 'null' maxLength: 200 minLength: 0 required: - id - productName contact: type: - 'null' - object additionalProperties: false maxProperties: 9 minProperties: 9 properties: lastName: type: - string - 'null' maxLength: 200 minLength: 0 firstName: type: - string - 'null' maxLength: 40 minLength: 0 phone: type: - string - 'null' maxLength: 50 minLength: 0 pattern: '[0-9a-zA-Z_\+\-\.\(\)\$@\?\,\:\''\/\!\P{InBasicLatin}\s]+' mobile: type: - string - 'null' maxLength: 50 minLength: 0 pattern: '[0-9a-zA-Z_\+\-\.\(\)\$@\?\,\:\''\/\!\P{InBasicLatin}\s]+' isSpam: type: - boolean - 'null' id: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) type: type: - string - 'null' x-dynamic-enum: true email: type: - string - 'null' maxLength: 255 minLength: 0 pattern: ^[a-zA-Z0-9\_]([a-zA-Z0-9\_\+\-\.\'\&\~]*)@(?=.{4,256}$)(([a-zA-Z0-9]+)(([\-\_]*[a-zA-Z0-9])*)[\.])+[a-zA-Z]{2,22}$ account: type: - 'null' - object additionalProperties: false maxProperties: 3 minProperties: 3 properties: website: type: - string - 'null' maxLength: 120 minLength: 0 accountName: type: - string - 'null' maxLength: 200 minLength: 0 id: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) required: - accountName - id - website required: - account - email - firstName - id - isSpam - lastName - mobile - phone - type skillsInfo: type: - 'null' - array items: type: - 'null' - object additionalProperties: false maxProperties: 6 minProperties: 6 properties: weightage: type: - string - 'null' - integer format: int32 maximum: 10 minimum: 1 pattern: ([0-9]+) skillName: type: - string - 'null' maxLength: 100 minLength: 0 skillId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) skillTypeId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) mappingType: type: - string - 'null' enum: - SYSTEM - USER maxLength: 100 minLength: 0 skillTypeName: type: - string - 'null' maxLength: 50 minLength: 1 pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+ required: - mappingType - skillId - skillName - skillTypeId - skillTypeName - weightage uniqueItems: false contractId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) isRead: type: - boolean - 'null' team: type: - 'null' - object additionalProperties: false maxProperties: 3 minProperties: 3 properties: name: type: - string - 'null' maxLength: 50 minLength: 1 pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+ id: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) logoUrl: type: - string - 'null' maxLength: 200 minLength: 0 pattern: (^(ht|f)tp(s?)\://[-.\w]*(/?)([a-zA-Z0-9\-\.\?\,\:\'/\\+=&%\$#_@]*)?$) required: - id - logoUrl - name assignee: type: - 'null' - object additionalProperties: false maxProperties: 5 minProperties: 5 properties: firstName: type: - string - 'null' maxLength: 50 minLength: 0 photoURL: type: - string - 'null' maxLength: 200 minLength: 0 pattern: (^(ht|f)tp(s?)\://[-.\w]*(/?)([a-zA-Z0-9\-\.\?\,\:\'/\\+=&%\$#_@]*)?$) lastName: type: - string - 'null' maxLength: 50 minLength: 0 id: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) email: type: - string - 'null' maxLength: 100 minLength: 0 pattern: ^[a-zA-Z0-9\_]([a-zA-Z0-9\_\+\-\.\'&]*)@(?=.{4,256}$)(([a-zA-Z0-9]+)(([\-\_]*[a-zA-Z0-9])*)[\.])+[a-zA-Z]{2,22}$ required: - email - firstName - id - lastName - photoURL department: type: - 'null' - object additionalProperties: false maxProperties: 2 minProperties: 2 properties: name: type: - string - 'null' maxLength: 200 minLength: 0 pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+ id: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) required: - id - name - additionalProperties: false allOf: - $ref: '#/components/schemas/ticketResponse' - type: - 'null' - object properties: sentiment: type: - string - 'null' maxLength: 100 minLength: 0 pattern: (POSITIVE|NEUTRAL|NEGATIVE) isFollowing: type: - boolean - 'null' createdBy: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) tagCount: type: - string - 'null' - integer format: int32 pattern: ([0-9]+) followerCount: type: - string - 'null' - integer format: int32 pattern: ([0-9]+) required: - createdBy - followerCount - isFollowing - sentiment - tagCount examples: Valid responses Definitions: value: modifiedTime: 1466514974000 subCategory: Sub General statusType: Open subject: Hi. There is a sudden delay in the processing of the orders. Check this with high priority dueDate: 1466525776000 departmentId: '1892000000006907' channel: FORUMS onholdTime: null language: English source: appName: null extId: null type: SYSTEM permalink: null appPhotoURL: null resolution: null sharedDepartments: - name: Sample Department Name id: '1892000000006909' type: READ_WRITE - name: Sample Department Name id: '1892000000006911' type: READ_ONLY closedTime: null sharedCount: '3' approvalCount: '1' isOverDue: false isTrashed: false contact: lastName: Carol firstName: Lucas phone: 1 888 900 9646 mobile: '8838486174' id: '1892000000042032' isSpam: false type: null email: carol@zylker.com account: website: www.desk.com accountName: desk Account id: '1892000000975382' createdTime: 1383564067000 id: '1892000000042034' customerResponseTime: 1383564067912 productId: null contactId: '1892000000042032' threadCount: '121' secondaryContacts: - '1892000000042038' - '1892000000042042' - '1892000000042056' priority: High classification: null commentCount: '1' taskCount: '1' phone: 1 888 900 9646 webUrl: https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38 isSpam: false assignee: firstName: dasca lastName: vins photoURL: https://desk.zoho.com/api/v1/agents/1892000000056007/photo?orgId=298902 id: '1892000000056007' email: jack@zylker.com status: Open entitySkills: - '18921000000379001' - '18921000000364001' - '18921000000379055' - '18921000000379031' ticketNumber: '101' isRead: false description: Hi. There is a sudden delay in the processing of the orders. Check this with high priority timeEntryCount: '3' channelRelatedInfo: topicId: '1892000000056253' isTopicDeleted: false forumStatus: ANALYSING sourceLink: https://desk.zoho.com/support/zylker/ShowHomePage.do#Community/singlepost/problem-topic-forum-ticket-18-5-2018 topicType: PROBLEM isDeleted: 'false' department: name: dasdasdasd id: '1892000000006907' followerCount: '5' email: carol@zylker.com layoutDetails: id: '5000000013466' layoutName: Default Ticket Layout channelCode: null product: null cf: cf_permanentaddress: null cf_dateofpurchase: null cf_phone: null cf_numberofitems: null cf_url: null cf_secondaryemail: null cf_severitypercentage: '0.0' cf_modelname: F3 2017 isFollowing: 'true' team: name: kjsdfjks id: '8920000000069071' logoUrl: https://desk.zoho.com/api/v1/teams/8920000000069071/logo?orgId=11278831 assigneeId: '1892000000056007' teamId: '8920000000069071' contractId: null tagCount: '2' attachmentCount: '1' isEscalated: false category: general ticketListViewArray: description: ticketListViewArray template definitions content: application/json: schema: allOf: - type: object properties: data: type: array items: type: object properties: product: type: - 'null' - object additionalProperties: false maxProperties: 2 minProperties: 2 properties: id: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) productName: type: - string - 'null' maxLength: 200 minLength: 0 required: - id - productName isRead: type: - boolean - 'null' assignee: type: - 'null' - object additionalProperties: false maxProperties: 5 minProperties: 5 properties: firstName: type: - string - 'null' maxLength: 50 minLength: 0 photoURL: type: - string - 'null' maxLength: 200 minLength: 0 pattern: (^(ht|f)tp(s?)\://[-.\w]*(/?)([a-zA-Z0-9\-\.\?\,\:\'/\\+=&%\$#_@]*)?$) lastName: type: - string - 'null' maxLength: 50 minLength: 0 id: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) email: type: - string - 'null' maxLength: 100 minLength: 0 pattern: ^[a-zA-Z0-9\_]([a-zA-Z0-9\_\+\-\.\'&]*)@(?=.{4,256}$)(([a-zA-Z0-9]+)(([\-\_]*[a-zA-Z0-9])*)[\.])+[a-zA-Z]{2,22}$ required: - email - firstName - id - lastName - photoURL team: type: - 'null' - object additionalProperties: false maxProperties: 3 minProperties: 3 properties: name: type: - string - 'null' maxLength: 50 minLength: 1 pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+ id: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) logoUrl: type: - string - 'null' maxLength: 200 minLength: 0 pattern: (^(ht|f)tp(s?)\://[-.\w]*(/?)([a-zA-Z0-9\-\.\?\,\:\'/\\+=&%\$#_@]*)?$) required: - id - logoUrl - name department: type: - 'null' - object additionalProperties: false maxProperties: 2 minProperties: 2 properties: name: type: - string - 'null' maxLength: 200 minLength: 0 pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+ id: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) required: - id - name - type: - 'null' - object additionalProperties: false properties: data: $ref: '#/components/schemas/data' required: - data examples: Valid responses Definitions: value: data: - ticketNumber: '149' sentiment: NEGATIVE statusType: Open subject: Hi. There is a sudden delay in the processing of the orders. Check this with high priority dueDate: 1509778989000 departmentId: '1892000000006907' channel: Email onholdTime: null language: English closedTime: null createdTime: 1507813910000 id: '18944000000336005' department: name: dasdasdasd id: '1892000000006907' email: support@zylker.com customerResponseTime: 1509692589203 productId: '18944000000424033' contactId: '18944000000421011' threadCount: '7' lastThread: null team: name: kjsdfjks id: '8920000000069071' logoUrl: https://desk.zoho.com/api/v1/teams/8920000000069071/logo?orgId=11278831 priority: Medium assigneeId: '1892000000042001' commentCount: '0' accountId: '189200000005345' phone: '9876543321' webUrl: https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/20d7881a46edfcffefe308ab38676ec3e612657a51fd5fbe teamId: '8920000000069071' assignee: firstName: dasca lastName: vins photoURL: https://desk.zoho.com/api/v1/agent/1892000000042001/photo id: '1892000000042001' email: jack@zylker.com status: Open archivedTicketListResponse: description: archivedTicketListResponse template definitions content: application/json: schema: allOf: - type: object properties: data: type: array items: type: object properties: product: type: - 'null' - object additionalProperties: false maxProperties: 2 minProperties: 2 properties: id: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) productName: type: - string - 'null' maxLength: 200 minLength: 0 required: - id - productName contact: type: - 'null' - object additionalProperties: false maxProperties: 8 minProperties: 8 properties: lastName: type: - string - 'null' maxLength: 200 minLength: 0 firstName: type: - string - 'null' maxLength: 40 minLength: 0 phone: type: - string - 'null' maxLength: 50 minLength: 0 pattern: '[0-9a-zA-Z_\+\-\.\(\)\$@\?\,\:\''\/\!\P{InBasicLatin}\s]+' mobile: type: - string - 'null' maxLength: 50 minLength: 0 pattern: '[0-9a-zA-Z_\+\-\.\(\)\$@\?\,\:\''\/\!\P{InBasicLatin}\s]+' id: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) type: type: - string - 'null' x-dynamic-enum: true email: type: - string - 'null' maxLength: 255 minLength: 0 pattern: ^[a-zA-Z0-9\_]([a-zA-Z0-9\_\+\-\.\'\&\~]*)@(?=.{4,256}$)(([a-zA-Z0-9]+)(([\-\_]*[a-zA-Z0-9])*)[\.])+[a-zA-Z]{2,22}$ account: type: - 'null' - object additionalProperties: false maxProperties: 3 minProperties: 3 properties: website: type: - string - 'null' maxLength: 120 minLength: 0 accountName: type: - string - 'null' maxLength: 200 minLength: 0 id: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) required: - accountName - id - website required: - account - email - firstName - id - lastName - mobile - phone - type isRead: type: - boolean - 'null' team: type: - 'null' - object additionalProperties: false maxProperties: 3 minProperties: 3 properties: name: type: - string - 'null' maxLength: 50 minLength: 1 pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+ id: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) logoUrl: type: - string - 'null' maxLength: 200 minLength: 0 pattern: (^(ht|f)tp(s?)\://[-.\w]*(/?)([a-zA-Z0-9\-\.\?\,\:\'/\\+=&%\$#_@]*)?$) required: - id - logoUrl - name assignee: type: - 'null' - object additionalProperties: false maxProperties: 5 minProperties: 5 properties: firstName: type: - string - 'null' maxLength: 50 minLength: 0 photoURL: type: - string - 'null' maxLength: 200 minLength: 0 pattern: (^(ht|f)tp(s?)\://[-.\w]*(/?)([a-zA-Z0-9\-\.\?\,\:\'/\\+=&%\$#_@]*)?$) lastName: type: - string - 'null' maxLength: 50 minLength: 0 id: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) email: type: - string - 'null' maxLength: 100 minLength: 0 pattern: ^[a-zA-Z0-9\_]([a-zA-Z0-9\_\+\-\.\'&]*)@(?=.{4,256}$)(([a-zA-Z0-9]+)(([\-\_]*[a-zA-Z0-9])*)[\.])+[a-zA-Z]{2,22}$ required: - email - firstName - id - lastName - photoURL department: type: - 'null' - object additionalProperties: false maxProperties: 2 minProperties: 2 properties: name: type: - string - 'null' maxLength: 200 minLength: 0 pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+ id: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) required: - id - name - additionalProperties: false allOf: - $ref: '#/components/schemas/ticketListViewArray' - type: - 'null' - object properties: pagination: $ref: '#/components/schemas/pagination' required: - pagination examples: Valid responses Definitions: value: data: - ticketNumber: '836' sentiment: null subCategory: null statusType: Closed subject: Subject updated by bulk update isArchived: true dueDate: 1487221441000 departmentId: '5853000000006907' channel: Email onholdTime: null source: appName: null extId: null permalink: null type: SYSTEM appPhotoURL: null closedTime: 1487586062000 responseDueDate: null createdTime: 1487146991000 id: '5853000001102037' email: carol@zylker.com channelCode: null customerResponseTime: 1487146991000 productId: null contactId: '5853000000273060' threadCount: '6' lastThread: channel: EMAIL isDraft: true isForward: false direction: out priority: null layoutId: '5853000001987014' assigneeId: '5853000000281047' commentCount: '1' accountId: '189200000005345' phone: '123421412125' webUrl: https://desk.zoho.com/support/arunasales/ShowHomePage.do#Cases/dv/5853000001102037 teamId: null isSpam: false category: null status: Closed getTicketsByContactResponse: description: getTicketsByContactResponse template definitions content: application/json: schema: allOf: - type: object properties: data: type: array items: type: object properties: product: type: - 'null' - object additionalProperties: false maxProperties: 2 minProperties: 2 properties: id: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) productName: type: - string - 'null' maxLength: 200 minLength: 0 required: - id - productName isRead: type: - boolean - 'null' team: type: - 'null' - object additionalProperties: false maxProperties: 3 minProperties: 3 properties: name: type: - string - 'null' maxLength: 50 minLength: 1 pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+ id: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) logoUrl: type: - string - 'null' maxLength: 200 minLength: 0 pattern: (^(ht|f)tp(s?)\://[-.\w]*(/?)([a-zA-Z0-9\-\.\?\,\:\'/\\+=&%\$#_@]*)?$) required: - id - logoUrl - name assignee: type: - 'null' - object additionalProperties: false maxProperties: 5 minProperties: 5 properties: firstName: type: - string - 'null' maxLength: 50 minLength: 0 photoURL: type: - string - 'null' maxLength: 200 minLength: 0 pattern: (^(ht|f)tp(s?)\://[-.\w]*(/?)([a-zA-Z0-9\-\.\?\,\:\'/\\+=&%\$#_@]*)?$) lastName: type: - string - 'null' maxLength: 50 minLength: 0 id: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) email: type: - string - 'null' maxLength: 100 minLength: 0 pattern: ^[a-zA-Z0-9\_]([a-zA-Z0-9\_\+\-\.\'&]*)@(?=.{4,256}$)(([a-zA-Z0-9]+)(([\-\_]*[a-zA-Z0-9])*)[\.])+[a-zA-Z]{2,22}$ required: - email - firstName - id - lastName - photoURL department: type: - 'null' - object additionalProperties: false maxProperties: 2 minProperties: 2 properties: name: type: - string - 'null' maxLength: 200 minLength: 0 pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+ id: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) required: - id - name - oneOf: - type: - 'null' - object additionalProperties: false properties: data: $ref: '#/components/schemas/listViewData' required: - data - type: - 'null' - object additionalProperties: false properties: errorCode: type: - string - 'null' enum: - URL_NOT_FOUND - UNAUTHORIZED - INVALID_OAUTH - SCOPE_MISMATCH - FORBIDDEN - LICENSE_ACCESS_LIMITED - METHOD_NOT_ALLOWED - RESOURCE_SIZE_EXCEEDED - UNSUPPORTED_MEDIA_TYPE - INVALID_DATA - UNPROCESSABLE_ENTITY - ONLY_LIVECHAT_USER - INTEGRATION_ADMIN_ERROR - THRESHOLD_EXCEEDED - INTERNAL_SERVER_ERROR - EMPTY_PAYLOAD maxLength: 100 minLength: 0 message: type: - string - 'null' maxLength: 255 minLength: 0 required: - errorCode - message examples: Valid responses Definitions: value: data: - ticketNumber: '149' statusType: Open subject: Hi. There is a sudden delay in the processing of the orders. Check this with high priority dueDate: 1509778989000 departmentId: '1892000000006907' channel: Email onholdTime: null language: English closedTime: null createdTime: 1507813910000 id: '18944000000336005' department: name: dasdasdasd id: '1892000000006907' email: support@zylker.com customerResponseTime: 1509692589203 productId: '18944000000424033' contactId: '18944000000421011' threadCount: '7' lastThread: null team: name: kjsdfjks id: '8920000000069071' logoUrl: https://desk.zoho.com/api/v1/teams/8920000000069071/logo?orgId=11278831 priority: Medium assigneeId: '1892000000042001' commentCount: '0' accountId: '189200000005345' phone: '9876543321' webUrl: https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/20d7881a46edfcffefe308ab38676ec3e612657a51fd5fbe teamId: '8920000000069071' isSpam: false assignee: firstName: dasca lastName: vins photoURL: https://desk.zoho.com/api/v1/agent/1892000000042001/photo id: '1892000000042001' email: jack@zylker.com status: Open getResolutionResponse: description: getResolutionResponse template definitions content: application/json: schema: oneOf: - type: - 'null' - object additionalProperties: false properties: modifiedTime: type: - string - 'null' maxLength: 100 minLength: 0 pattern: (((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z)) author: $ref: '#/components/schemas/assignee' content: type: - string - 'null' maxLength: 100 minLength: 0 required: - author - content - modifiedTime - type: - 'null' - object additionalProperties: false properties: errorCode: type: - string - 'null' enum: - URL_NOT_FOUND - UNAUTHORIZED - INVALID_OAUTH - SCOPE_MISMATCH - FORBIDDEN - LICENSE_ACCESS_LIMITED - METHOD_NOT_ALLOWED - RESOURCE_SIZE_EXCEEDED - UNSUPPORTED_MEDIA_TYPE - INVALID_DATA - UNPROCESSABLE_ENTITY - ONLY_LIVECHAT_USER - INTEGRATION_ADMIN_ERROR - THRESHOLD_EXCEEDED - INTERNAL_SERVER_ERROR - EMPTY_PAYLOAD maxLength: 100 minLength: 0 message: type: - string - 'null' maxLength: 255 minLength: 0 required: - errorCode - message examples: Valid responses Definitions: value: modifiedTime: 1449878400000 author: firstName: saran lastName: raj photoURL: https://desk.zoho.com/api/v1/agent/160200000000068005/photo id: 160200000000068000 email: carol@zylker.com content: test resolution API getOpenRequestsCount: description: getOpenRequestsCount template definitions content: application/json: schema: type: - 'null' - object additionalProperties: false properties: count: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) required: - count examples: Valid responses Definitions: value: count: '10' getTicketMetrics: description: getTicketMetrics template definitions content: application/json: schema: type: - 'null' - object additionalProperties: false properties: firstResponseTime: type: - string - 'null' maxLength: 100 minLength: 0 reassignCount: type: - string - 'null' - integer format: int32 pattern: ([0-9]+) outgoingCount: type: - string - 'null' - integer format: int32 pattern: ([0-9]+) threadCount: type: - string - 'null' - integer format: int32 pattern: ([0-9]+) totalResponseTime: type: - string - 'null' maxLength: 100 minLength: 0 responseCount: type: - string - 'null' - integer format: int32 pattern: ([0-9]+) agentsHandled: $ref: '#/components/schemas/agentsHandledData' resolutionTime: type: - string - 'null' maxLength: 100 minLength: 0 stagingData: $ref: '#/components/schemas/stagingData' reopenCount: type: - string - 'null' - integer format: int32 pattern: ([0-9]+) required: - agentsHandled - firstResponseTime - outgoingCount - reassignCount - reopenCount - resolutionTime - responseCount - stagingData - threadCount - totalResponseTime examples: Valid responses Definitions: value: firstResponseTime: 01:50 hrs reassignCount: 1 outgoingCount: 2 threadCount: 2 totalResponseTime: 02:50 hrs responseCount: 1 agentsHandled: - handlingTime: 00:50 hrs agentId: 4000000012629 agentName: XXX - handlingTime: 01:50 hrs agentId: 4000000080003 agentName: YYY resolutionTime: 02:50 hrs stagingData: - handledTime: 01:50 hrs status: Open - handledTime: 00:50 hrs status: onhold reopenCount: 0 securitySchemes: iam-oauth2-schema: $ref: ./Common.json#/components/securitySchemes/iam-oauth2-schema x-entity: Helpcenter