{ "openapi" : "3.1.0", "info" : { "title" : "Thread", "version" : "1.0.0" }, "paths" : { "/api/v1/tickets/{ticketId}/draftReply/{threadId}" : { "patch" : { "tags" : [ "Thread" ], "summary" : "Update Draft", "description" : "This API updates a draft thread created via the @EMAIL@, @FACEBOOK@, or @FORUM@ channel.", "operationId" : "updateDrafts", "parameters" : [ { "$ref" : "#/components/parameters/threadId" }, { "$ref" : "#/components/parameters/ticketId" }, { "$ref" : "./Common.json#/components/parameters/orgId" } ], "requestBody" : { "content" : { "application/json" : { "schema" : { "discriminator" : { "propertyName" : "channel", "mapping" : { "EMAIL" : "#/components/schemas/emailThreadSendReply", "FACEBOOK" : "#/components/schemas/facebookSendReply", "FORUMS" : "#/components/schemas/forumSendReply" } }, "oneOf" : [ { "$ref" : "#/components/schemas/emailThreadSendReply" }, { "$ref" : "#/components/schemas/facebookSendReply" }, { "$ref" : "#/components/schemas/forumSendReply" } ] } } } }, "responses" : { "422" : { "$ref" : "./Common.json#/components/responses/invalidDataErrorResponse" }, "200" : { "description" : "updateDrafts Response definition", "content" : { "application/json" : { "schema" : { "discriminator" : { "propertyName" : "channel", "mapping" : { "EMAIL" : "#/components/schemas/emailThreadResponseJson", "FACEBOOK" : "#/components/schemas/faceBookThreadResponse", "FORUMS" : "#/components/schemas/fourmsThreadResponse" } }, "oneOf" : [ { "$ref" : "#/components/schemas/emailThreadResponseJson" }, { "$ref" : "#/components/schemas/faceBookThreadResponse" }, { "$ref" : "#/components/schemas/fourmsThreadResponse" } ] } } } } }, "security" : [ { "iam-oauth2-schema" : [ "Desk.tickets.UPDATE" ] } ], "x-audience" : [ "external-public" ] } }, "/api/v1/tickets/{requestId}/threads/{threadId}/originalContent" : { "get" : { "tags" : [ "Thread" ], "summary" : "Get Original Mail Content", "description" : "This API get the orginal mail content including mail headers", "operationId" : "getOriginalMailContent", "parameters" : [ { "$ref" : "#/components/parameters/threadId" }, { "name" : "requestId", "in" : "path", "required" : true, "style" : "simple", "explode" : false, "schema" : { "type" : [ "string", "null", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, { "$ref" : "./Common.json#/components/parameters/orgId" } ], "responses" : { "200" : { "$ref" : "#/components/responses/getOriginalMailContent" } }, "security" : [ { "iam-oauth2-schema" : [ "Desk.tickets.READ" ] } ], "x-audience" : [ "external-public" ] } }, "/api/v1/tickets/{ticketId}/sendReply" : { "post" : { "tags" : [ "Thread" ], "summary" : "Send Email Reply", "description" : "This API sends an email reply. The from address in the email must be a from address configured in your help desk portal.", "operationId" : "sendReply", "parameters" : [ { "$ref" : "#/components/parameters/ticketId" }, { "$ref" : "#/components/parameters/parentConversationId" }, { "name" : "impersonatedUserId", "in" : "header", "required" : false, "style" : "simple", "explode" : false, "schema" : { "type" : [ "string", "null", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, { "$ref" : "./Common.json#/components/parameters/orgId" } ], "requestBody" : { "content" : { "application/json" : { "schema" : { "discriminator" : { "propertyName" : "channel", "mapping" : { "EMAIL" : "#/components/schemas/emailThreadSendReply", "FACEBOOK" : "#/components/schemas/facebookSendReply", "TWITTER" : "#/components/schemas/twitterSendReply", "FORUMS" : "#/components/schemas/forumSendReply" } }, "oneOf" : [ { "$ref" : "#/components/schemas/emailThreadSendReply" }, { "$ref" : "#/components/schemas/facebookSendReply" }, { "$ref" : "#/components/schemas/twitterSendReply" }, { "$ref" : "#/components/schemas/forumSendReply" } ] } } } }, "responses" : { "422" : { "$ref" : "./Common.json#/components/responses/invalidDataErrorResponse" }, "200" : { "description" : "sendReply Response definition", "content" : { "application/json" : { "schema" : { "discriminator" : { "propertyName" : "channel", "mapping" : { "EMAIL" : "#/components/schemas/emailThreadResponseJson", "FACEBOOK" : "#/components/schemas/faceBookThreadResponse", "TWITTER" : "#/components/schemas/twitterThreadResponse", "FORUMS" : "#/components/schemas/fourmsThreadResponse" } }, "oneOf" : [ { "$ref" : "#/components/schemas/emailThreadResponseJson" }, { "$ref" : "#/components/schemas/faceBookThreadResponse" }, { "$ref" : "#/components/schemas/twitterThreadResponse" }, { "$ref" : "#/components/schemas/fourmsThreadResponse" } ] } } } } }, "security" : [ { "iam-oauth2-schema" : [ "Desk.tickets.UPDATE" ] } ], "x-audience" : [ "external-public" ] } }, "/api/v1/tickets/{ticketId}/draftReply" : { "post" : { "tags" : [ "Thread" ], "summary" : "Draft Email Reply", "description" : "This API drafts an email reply. The from address in the email must be a from address configured in your help desk portal.", "operationId" : "draftsReply", "parameters" : [ { "$ref" : "#/components/parameters/ticketId" }, { "$ref" : "./Common.json#/components/parameters/orgId" }, { "$ref" : "#/components/parameters/parentConversationId" } ], "requestBody" : { "content" : { "application/json" : { "schema" : { "discriminator" : { "propertyName" : "channel", "mapping" : { "EMAIL" : "#/components/schemas/emailThreadSendReply", "FACEBOOK" : "#/components/schemas/facebookSendReply", "FORUMS" : "#/components/schemas/forumSendReply" } }, "oneOf" : [ { "$ref" : "#/components/schemas/emailThreadSendReply" }, { "$ref" : "#/components/schemas/facebookSendReply" }, { "$ref" : "#/components/schemas/forumSendReply" } ] } } } }, "responses" : { "422" : { "$ref" : "./Common.json#/components/responses/invalidDataErrorResponse" }, "200" : { "description" : "draftsReply Response definition", "content" : { "application/json" : { "schema" : { "discriminator" : { "propertyName" : "channel", "mapping" : { "EMAIL" : "#/components/schemas/emailThreadResponseJson", "FACEBOOK" : "#/components/schemas/faceBookThreadResponse", "FORUMS" : "#/components/schemas/fourmsThreadResponse" } }, "oneOf" : [ { "$ref" : "#/components/schemas/emailThreadResponseJson" }, { "$ref" : "#/components/schemas/faceBookThreadResponse" }, { "$ref" : "#/components/schemas/fourmsThreadResponse" } ] } } } } }, "security" : [ { "iam-oauth2-schema" : [ "Desk.tickets.UPDATE" ] } ], "x-audience" : [ "external-public" ] } }, "/api/v1/tickets/{ticketId}/threads" : { "get" : { "tags" : [ "Thread" ], "summary" : "List all threads ", "description" : "This API lists all threads in your helpdesk.", "operationId" : "getThreads", "parameters" : [ { "name" : "limit", "in" : "query", "description" : "Number of threads to fetch", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "string", "null", "integer" ], "format" : "int32", "description" : "Number of threads to fetch", "pattern" : "([0-9]+)" } }, { "name" : "from", "in" : "query", "description" : "Index number, starting from which the threads must be fetched", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "string", "null", "integer" ], "format" : "int32", "description" : "Index number, starting from which the threads must be fetched", "pattern" : "([0-9]+)" } }, { "name" : "sortBy", "in" : "query", "description" : "Key that sorts the threads by sendDateTime.
If the value of sortBy key is:

Note: If this sortBy key is not specified, the sorting will be done in descending order by default based on sendDateTime.", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "string", "null" ], "description" : "Key that sorts the threads by sendDateTime.
If the value of sortBy key is:

Note: If this sortBy key is not specified, the sorting will be done in descending order by default based on sendDateTime.", "enum" : [ "sendDateTime" ], "maxLength" : 100, "minLength" : 0 } }, { "$ref" : "#/components/parameters/ticketId" }, { "$ref" : "./Common.json#/components/parameters/orgId" } ], "responses" : { "200" : { "$ref" : "#/components/responses/getThreadsResponse" } }, "security" : [ { "iam-oauth2-schema" : [ "Desk.tickets.READ" ] } ], "x-audience" : [ "external-public" ] } }, "/api/v1/tickets/{ticketId}/threads/{threadId}/attachments/{attachmentId}" : { "delete" : { "tags" : [ "Thread" ], "summary" : "Delete attachment", "description" : "This API deletes an attachment from a draft thread.", "operationId" : "deleteAttachment", "parameters" : [ { "$ref" : "#/components/parameters/threadId" }, { "name" : "attachmentId", "in" : "path", "description" : "ID of the attachment to be deleted", "required" : true, "style" : "simple", "explode" : false, "schema" : { "type" : [ "string", "null", "integer" ], "format" : "int64", "description" : "ID of the attachment to be deleted", "pattern" : "([0-9]+)" } }, { "$ref" : "#/components/parameters/ticketId" }, { "$ref" : "./Common.json#/components/parameters/orgId" } ], "responses" : { "200" : { "$ref" : "./Common.json#/components/responses/emptyResponse" } }, "x-audience" : [ "external-public" ] } } }, "components" : { "schemas" : { "author" : { "type" : [ "null", "object" ], "additionalProperties" : false, "properties" : { "photoURL" : { "type" : [ "string", "null" ], "maxLength" : 200, "minLength" : 0, "pattern" : "(^(ht|f)tp(s?)\\://[-.\\w]*(/?)([a-zA-Z0-9\\-\\.\\?\\,\\:\\'/\\\\+=&%\\$#_@]*)?$)" }, "firstName" : { "type" : [ "string", "null" ], "maxLength" : 50, "minLength" : 0 }, "lastName" : { "type" : [ "string", "null" ], "maxLength" : 50, "minLength" : 0 }, "name" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0 }, "id" : { "type" : [ "string", "null", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "type" : { "type" : [ "string", "null" ], "enum" : [ "END_USER", "AGENT", "TEAM", "TICKET", "ACTIVITY" ], "maxLength" : 100, "minLength" : 0 }, "email" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0, "pattern" : "^[a-zA-Z0-9\\_]([a-zA-Z0-9\\_\\+\\-\\.\\'&~]*)@(?=.{4,256}$)(([a-zA-Z0-9]+)(([\\-\\_]*[a-zA-Z0-9])*)[\\.])+[a-zA-Z]{2,22}$" } }, "required" : [ "email", "firstName", "id", "lastName", "name", "photoURL", "type" ] }, "channelRelatedInfo" : { "type" : [ "null", "object" ], "additionalProperties" : false, "properties" : { "isDeleted" : { "type" : [ "boolean", "null" ] }, "isBestSolution" : { "type" : [ "boolean", "null" ] }, "externalLink" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0, "pattern" : "(^(ht|f)tp(s?)\\://[-.\\w]*(/?)([a-zA-Z0-9\\-\\.\\?\\,\\:\\'/\\\\+=&%\\$#_@]*)?$)" } }, "required" : [ "externalLink", "isBestSolution", "isDeleted" ] }, "actions" : { "type" : [ "null", "object" ], "additionalProperties" : false, "properties" : { "method" : { "type" : [ "string", "null" ], "maxLength" : 16000000, "minLength" : 0 }, "rel" : { "type" : [ "string", "null" ], "enum" : [ "send", "update", "delete" ], "maxLength" : 100, "minLength" : 0 }, "href" : { "type" : [ "string", "null" ], "maxLength" : 16000000, "minLength" : 0, "pattern" : "(^(ht|f)tp(s?)\\://[-.\\w]*(/?)([a-zA-Z0-9\\-\\.\\?\\,\\:\\'/\\\\+=&%\\$#_@]*)?$)" } }, "required" : [ "href", "method", "rel" ] }, "actionsList" : { "type" : [ "null", "array" ], "items" : { "$ref" : "./Thread.json#/components/schemas/actions" } }, "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\\-\\.\\?\\,\\:\\'/\\\\+=&%\\$#_@]*)?$)" }, "type" : { "type" : [ "string", "null" ], "enum" : [ "SYSTEM", "INTEGRATION", "INSTANT_MESSAGE" ], "maxLength" : 100, "minLength" : 0 }, "appPhotoURL" : { "type" : [ "string", "null" ], "maxLength" : 65535, "minLength" : 0, "pattern" : "(^(ht|f)tp(s?)\\://[-.\\w]*(/?)([a-zA-Z0-9\\-\\.\\?\\,\\:\\'/\\\\+=&%\\$#_@]*)?$)" } }, "required" : [ "appName", "appPhotoURL", "extId", "permalink", "type" ] }, "statusVsTimeObj" : { "type" : [ "null", "object" ], "additionalProperties" : false, "properties" : { "Status" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0 }, "Time" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0 } }, "required" : [ "Status", "Time" ] }, "statusVsTimeArray" : { "type" : [ "null", "array" ], "items" : { "$ref" : "./Thread.json#/components/schemas/statusVsTimeObj" } }, "readReceiptObj" : { "type" : [ "null", "object" ], "additionalProperties" : false, "properties" : { "senderName" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0 }, "recipientType" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0 }, "from" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0, "pattern" : "^[a-zA-Z0-9\\_]([a-zA-Z0-9\\_\\+\\-\\.\\'&]*)@(?=.{4,256}$)(([a-zA-Z0-9]+)(([\\-\\_]*[a-zA-Z0-9])*)[\\.])+[a-zA-Z]{2,22}$" }, "statusVsTime" : { "$ref" : "./Thread.json#/components/schemas/statusVsTimeArray" } }, "required" : [ "from", "recipientType", "senderName", "statusVsTime" ] }, "readReceipts" : { "type" : [ "null", "array" ], "items" : { "$ref" : "./Thread.json#/components/schemas/readReceiptObj" } }, "threadKeys" : { "type" : [ "null", "object" ], "additionalProperties" : false, "properties" : { "summary" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0, "pattern" : "(^([a-zA-Z0-9\\s\\.\\?\\_\\-\\,])*$|null|undefined)" }, "sentiment" : { "type" : [ "string", "null" ], "enum" : [ "NEUTRAL", "NEGATIVE", "POSITIVE", "null", null ], "maxLength" : 100, "minLength" : 0 }, "keyWords" : { "type" : [ "null", "array" ], "items" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0 }, "uniqueItems" : false }, "isDescriptionThread" : { "type" : [ "boolean", "null" ] }, "canReply" : { "type" : [ "boolean", "null" ] }, "visibility" : { "type" : [ "string", "null" ], "enum" : [ "public", "private" ], "maxLength" : 100, "minLength" : 0 }, "author" : { "$ref" : "./Thread.json#/components/schemas/author" }, "channel" : { "type" : [ "string", "null" ], "enum" : [ "FACEBOOK", "TWITTER", "EMAIL", "FORUMS", "PHONE", "WEB", "FEEDBACK", "FEEDBACK_WIDGET", "TWITTER_DM", "ONLINE_CHAT", "OFFLINE_CHAT", "CUSTOMERPORTAL" ], "maxLength" : 100, "minLength" : 0 }, "aspects" : { "type" : [ "null", "array" ], "items" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0 }, "uniqueItems" : false }, "source" : { "$ref" : "./Thread.json#/components/schemas/channelSource" }, "lastRatingIconURL" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0 }, "impersonatedUser" : { "$ref" : "./Thread.json#/components/schemas/author" }, "hasAttach" : { "type" : [ "boolean", "null" ] }, "channelRelatedInfo" : { "$ref" : "./Thread.json#/components/schemas/channelRelatedInfo" }, "respondedIn" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0 }, "createdTime" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0, "pattern" : "(((19|20)\\d\\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\\d]{0,3})?(Z))" }, "attachmentCount" : { "type" : [ "string", "null", "integer" ], "format" : "int32", "pattern" : "([0-9]+)" }, "readReceipts" : { "$ref" : "./Thread.json#/components/schemas/readReceipts" }, "id" : { "type" : [ "string", "null", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "contentType" : { "type" : [ "string", "null" ], "enum" : [ "html", "plainText", "text/html" ], "maxLength" : 100, "minLength" : 0 }, "actions" : { "$ref" : "./Thread.json#/components/schemas/actionsList" }, "status" : { "type" : [ "string", "null" ], "enum" : [ "SUCCESS", "PENDING", "FAILED", "DRAFT" ], "maxLength" : 100, "minLength" : 0 }, "direction" : { "type" : [ "string", "null" ], "enum" : [ "in", "out" ], "maxLength" : 100, "minLength" : 0 } }, "required" : [ "actions", "aspects", "attachmentCount", "author", "canReply", "channel", "channelRelatedInfo", "contentType", "createdTime", "direction", "hasAttach", "id", "impersonatedUser", "isDescriptionThread", "keyWords", "lastRatingIconURL", "readReceipts", "respondedIn", "sentiment", "source", "status", "summary", "visibility" ] }, "facebookThreadKeys" : { "type" : [ "null", "object" ], "additionalProperties" : false, "properties" : { "summary" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0, "pattern" : "(^([a-zA-Z0-9\\s\\.\\?\\_\\-\\,])*$|null|undefined)" }, "sentiment" : { "type" : [ "string", "null" ], "enum" : [ "NEUTRAL", "NEGATIVE", "POSITIVE", "null" ], "maxLength" : 100, "minLength" : 0 }, "keyWords" : { "type" : [ "null", "array" ], "items" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0 }, "uniqueItems" : false }, "isDescriptionThread" : { "type" : [ "boolean", "null" ] }, "canReply" : { "type" : [ "boolean", "null" ] }, "visibility" : { "type" : [ "string", "null" ], "enum" : [ "public", "private" ], "maxLength" : 100, "minLength" : 0 }, "author" : { "$ref" : "./Thread.json#/components/schemas/author" }, "channel" : { "type" : [ "string", "null" ], "enum" : [ "FACEBOOK" ], "maxLength" : 100, "minLength" : 0 }, "aspects" : { "type" : [ "null", "array" ], "items" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0 }, "uniqueItems" : false }, "source" : { "$ref" : "./Thread.json#/components/schemas/channelSource" }, "lastRatingIconURL" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0 }, "facebookProfile" : { "type" : [ "string", "null" ], "maxLength" : 13000, "minLength" : 0, "pattern" : "(^([a-zA-Z0-9\\s\\.\\?\\_\\-\\,])*$|null|undefined)" }, "impersonatedUser" : { "$ref" : "./Thread.json#/components/schemas/author" }, "hasAttach" : { "type" : [ "boolean", "null" ] }, "channelRelatedInfo" : { "$ref" : "./Thread.json#/components/schemas/channelRelatedInfo" }, "respondedIn" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0 }, "createdTime" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0, "pattern" : "(((19|20)\\d\\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\\d]{0,3})?(Z))" }, "attachmentCount" : { "type" : [ "string", "null", "integer" ], "format" : "int32", "pattern" : "([0-9]+)" }, "readReceipts" : { "$ref" : "./Thread.json#/components/schemas/readReceipts" }, "id" : { "type" : [ "string", "null", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "contentType" : { "type" : [ "string", "null" ], "enum" : [ "html", "plainText", "text/html" ], "maxLength" : 100, "minLength" : 0 }, "actions" : { "$ref" : "./Thread.json#/components/schemas/actionsList" }, "status" : { "type" : [ "string", "null" ], "enum" : [ "SUCCESS", "PENDING", "FAILED", "DRAFT" ], "maxLength" : 100, "minLength" : 0 }, "direction" : { "type" : [ "string", "null" ], "enum" : [ "in", "out" ], "maxLength" : 100, "minLength" : 0 } }, "required" : [ "actions", "aspects", "attachmentCount", "author", "canReply", "channel", "channelRelatedInfo", "contentType", "createdTime", "direction", "facebookProfile", "hasAttach", "id", "impersonatedUser", "isDescriptionThread", "keyWords", "lastRatingIconURL", "readReceipts", "respondedIn", "sentiment", "source", "status", "summary", "visibility" ] }, "twitterThreadKeys" : { "type" : [ "null", "object" ], "additionalProperties" : false, "properties" : { "summary" : 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"attachmentCount", "attachments", "author", "bcc", "canReply", "cc", "channel", "channelRelatedInfo", "content", "contentType", "createdTime", "direction", "fromEmailAddress", "fullContentURL", "hasAttach", "id", "impersonatedUser", "isContentTruncated", "isDescriptionThread", "isForward", "readReceipts", "replyTo", "responderId", "source", "status", "summary", "to", "visibility" ] }, "commonSendReplyJson" : { "type" : [ "null", "object" ], "additionalProperties" : false, "properties" : { "channel" : { "type" : [ "string", "null" ], "description" : "Channel through which the thread originated. Values supported are @FACEBOOK@, @TWITTER@, @EMAIL@ and @FORUMS@ .", "enum" : [ "FACEBOOK", "TWITTER", "EMAIL", "FORUMS", "PHONE", "WEB", "FEEDBACK", "FEEDBACK_WIDGET", "TWITTER_DM", "ONLINE_CHAT", "OFFLINE_CHAT", "CUSTOMERPORTAL" ], "maxLength" : 100, "minLength" : 0 }, "content" : { "type" : [ "string", "null" ], "description" : "Content of the thread", "maxLength" : 16000000, "minLength" : 0 } }, "required" : [ "channel", "content" ] }, "emailThreadSendReply" : { "additionalProperties" : false, "allOf" : [ { "$ref" : "./Thread.json#/components/schemas/commonSendReplyJson" }, { "type" : [ "null", "object" ], "properties" : { "ticketStatus" : { "type" : [ "string", "null" ], "description" : "Status of the ticket. Includes the custom statuses configured in your help desk portal.", "x-dynamic-enum" : true }, "attachmentIds" : { "type" : [ "null", "array" ], "items" : { "type" : [ "string", "null", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "uniqueItems" : false }, "to" : { "type" : [ "string", "null" ], "description" : "To email ID in the thread, applicable only for @EMAIL@ channel", "maxLength" : 13000, "minLength" : 0, "pattern" : "(^((.*?)((<)*?[a-zA-Z0-9]([\\w\\-.+]*)@([\\w\\-.]*)(\\.[a-zA-Z]{2,22}(.[a-zA-Z]{2}){0,2})(>)*?(\\s)*((,|;)\\s*)?))+|^$)" }, "fromEmailAddress" : { "type" : [ "string", "null" ], "description" : "Mandatory parameter for creating an email thread. Applicable for @EMAIL@, @ONLINE_CHAT@, @OFFLINE_CHAT@, @CUSTOMERPORTAL@, and @FORUMS@ channels.", "maxLength" : 300, "minLength" : 0, "pattern" : "^[a-zA-Z0-9\\_]([a-zA-Z0-9\\_\\+\\-\\.\\'&]*)@(?=.{4,256}$)(([a-zA-Z0-9]+)(([\\-\\_]*[a-zA-Z0-9])*)[\\.])+[a-zA-Z]{2,22}$" }, "contentType" : { "type" : [ "string", "null" ], "description" : "Formatting type of the content. Applicable only for the @EMAIL@ channel. Values supported are @html@ and @plainText@ (default).", "enum" : [ "html", "plainText", "text/html" ], "maxLength" : 100, "minLength" : 0 }, "isForward" : { "type" : [ "boolean", "null" ], "description" : "Key that returns if the thread was sent as a forward. Applicable only for the @EMAIL@ channel." } } }, { "type" : "object" }, { "type" : "object" }, { "type" : "object", "required" : [ "channel", "content", "fromEmailAddress" ] } ] }, "facebookSendReply" : { "additionalProperties" : false, "allOf" : [ { "$ref" : "./Thread.json#/components/schemas/commonSendReplyJson" }, { "type" : [ "null", "object" ], "properties" : { "respondedIn" : { "type" : [ "string", "null" ], "description" : "Time taken by the agent to respond to the customer", "maxLength" : 100, "minLength" : 0 } } }, { "type" : "object" }, { "type" : "object" }, { "type" : "object", "required" : [ "channel", "content" ] } ] }, "faceBookThreadResponse" : { "type" : [ "null", "object" ], "additionalProperties" : false, "properties" : { "summary" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0, "pattern" : "(^([a-zA-Z0-9\\s\\.\\?\\_\\-\\,])*$|null|undefined)" }, "isDescriptionThread" : { "type" : [ "boolean", "null" ] }, "attachments" : { "$ref" : "./Thread.json#/components/schemas/attachments" }, "isContentTruncated" : { "type" : [ "boolean", "null" ] }, "canReply" : { "type" : [ "boolean", "null" ] }, "visibility" : { "type" : [ "string", "null" ], "enum" : [ "public", "private" ], "maxLength" : 100, "minLength" : 0 }, "author" : { "$ref" : "./Thread.json#/components/schemas/author" }, "fullContentURL" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0, "pattern" : "(^(ht|f)tp(s?)\\://[-.\\w]*(/?)([a-zA-Z0-9\\-\\.\\?\\,\\:\\'/\\\\+=&%\\$#_@]*)?$)" }, "channel" : { "type" : [ "string", "null" ], "enum" : [ "FACEBOOK" ], "maxLength" : 100, "minLength" : 0 }, "source" : { "$ref" : "./Thread.json#/components/schemas/channelSource" }, "content" : { "type" : [ "string", "null" ], "maxLength" : 16000000, "minLength" : 0 }, "facebookProfile" : { "type" : [ "string", "null" ], "maxLength" : 13000, "minLength" : 0, "pattern" : "(^([a-zA-Z0-9\\s\\.\\?\\_\\-\\,])*$|null|undefined)" }, "hasAttach" : { "type" : [ "boolean", "null" ] }, "responderId" : { "type" : [ "string", "null", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "channelRelatedInfo" : { "$ref" : "./Thread.json#/components/schemas/channelRelatedInfo" }, "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))" }, "attachmentCount" : { "type" : [ "string", "null", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "readReceipts" : { "$ref" : "./Thread.json#/components/schemas/readReceipts" }, "id" : { "type" : [ "string", "null", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "actions" : { "$ref" : "./Thread.json#/components/schemas/actionsList" }, "contentType" : { "type" : [ "string", "null" ], "enum" : [ "text/plain", "text/html" ], "maxLength" : 100, "minLength" : 0 }, "status" : { "type" : [ "string", "null" ], "enum" : [ "SUCCESS", "PENDING", "FAILED", "DRAFT" ], "maxLength" : 100, "minLength" : 0 }, "direction" : { "type" : [ "string", "null" ], "enum" : [ "in", "out" ], "maxLength" : 100, "minLength" : 0 } }, "required" : [ "actions", "attachmentCount", "attachments", "author", "canReply", "channel", "channelRelatedInfo", "content", "contentType", "createdTime", "direction", "facebookProfile", "fullContentURL", "hasAttach", "id", "isContentTruncated", "isDescriptionThread", "readReceipts", "responderId", "source", "status", "summary", "visibility" ] }, "forumSendReply" : { "additionalProperties" : false, "allOf" : [ { "$ref" : "./Thread.json#/components/schemas/commonSendReplyJson" }, { "type" : [ "null", "object" ], "properties" : { "respondedIn" : { "type" : [ "string", "null" ], "description" : "Time taken by the agent to respond to the customer", "maxLength" : 100, "minLength" : 0 } } }, { "type" : "object" }, { "type" : "object" }, { "type" : "object", "required" : [ "channel", "content" ] } ] }, "fourmsThreadResponse" : { "type" : [ "null", "object" ], "additionalProperties" : false, "properties" : { "summary" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0, "pattern" : "(^([a-zA-Z0-9\\s\\.\\?\\_\\-\\,])*$|null|undefined)" }, "isDescriptionThread" : { "type" : [ "boolean", "null" ] }, "attachments" : { "$ref" : "./Thread.json#/components/schemas/attachments" }, "isContentTruncated" : { "type" : [ "boolean", "null" ] }, "canReply" : { "type" : [ "boolean", "null" ] }, "visibility" : { "type" : [ "string", "null" ], "enum" : [ "public", "private" ], "maxLength" : 100, "minLength" : 0 }, "author" : { "$ref" : "./Thread.json#/components/schemas/author" }, "fullContentURL" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0, "pattern" : "(^(ht|f)tp(s?)\\://[-.\\w]*(/?)([a-zA-Z0-9\\-\\.\\?\\,\\:\\'/\\\\+=&%\\$#_@]*)?$)" }, "channel" : { "type" : [ "string", "null" ], "enum" : [ "FORUMS" ], "maxLength" : 100, "minLength" : 0 }, "source" : { "$ref" : "./Thread.json#/components/schemas/channelSource" }, "content" : { "type" : [ "string", "null" ], "maxLength" : 16000000, "minLength" : 0 }, "hasAttach" : { "type" : [ "boolean", "null" ] }, "responderId" : { "type" : [ "string", "null", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "channelRelatedInfo" : { "$ref" : "./Thread.json#/components/schemas/channelRelatedInfo" }, "createdTime" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0, "pattern" : "(((19|20)\\d\\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\\d]{0,3})?(Z))" }, "attachmentCount" : { "type" : [ "string", "null", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "readReceipts" : { "$ref" : "./Thread.json#/components/schemas/readReceipts" }, "id" : { "type" : [ "string", "null", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "fromEmailAddress" : { "type" : [ "string", "null" ], "maxLength" : 300, "minLength" : 0, "pattern" : "^[a-zA-Z0-9\\_]([a-zA-Z0-9\\_\\+\\-\\.\\'&]*)@(?=.{4,256}$)(([a-zA-Z0-9]+)(([\\-\\_]*[a-zA-Z0-9])*)[\\.])+[a-zA-Z]{2,22}$" }, "actions" : { "$ref" : "./Thread.json#/components/schemas/actionsList" }, "contentType" : { "type" : [ "string", "null" ], "enum" : [ "text/plain", "text/html" ], "maxLength" : 100, "minLength" : 0 }, "status" : { "type" : [ "string", "null" ], "enum" : [ "SUCCESS", "PENDING", "FAILED", "DRAFT" ], "maxLength" : 100, "minLength" : 0 }, "direction" : { "type" : [ "string", "null" ], "enum" : [ "in", "out" ], "maxLength" : 100, "minLength" : 0 } }, "required" : [ "actions", "attachmentCount", "attachments", "author", "canReply", "channel", "channelRelatedInfo", "content", "contentType", "createdTime", "direction", "fromEmailAddress", "fullContentURL", "hasAttach", "id", "isContentTruncated", "isDescriptionThread", "readReceipts", "responderId", "source", "status", "summary", "visibility" ] }, "twitterSendReply" : { "additionalProperties" : false, "allOf" : [ { "$ref" : "./Thread.json#/components/schemas/commonSendReplyJson" }, { "type" : [ "null", "object" ], "properties" : { "respondedIn" : { "type" : [ "string", "null" ], "description" : "Time taken by the agent to respond to the customer", "maxLength" : 100, "minLength" : 0 } } }, { "type" : "object", "required" : [ "channel", "content" ] } ] }, "twitterThreadResponse" : { "additionalProperties" : false, "allOf" : [ { "$ref" : "./Thread.json#/components/schemas/commonThreadResponseJson" }, { "type" : [ "null", "object" ], "properties" : { "twitterProfile" : { "type" : [ "string", "null" ], "maxLength" : 13000, "minLength" : 0, "pattern" : "(^([a-zA-Z0-9\\s\\.\\?\\_\\-\\,])*$|null|undefined)" } }, "required" : [ "twitterProfile" ] } ] }, "getThreadsdata" : { "type" : [ "null", "array" ], "items" : { "oneOf" : [ { "$ref" : "./Thread.json#/components/schemas/threadKeys" }, { "$ref" : "./Thread.json#/components/schemas/facebookThreadKeys" }, { "$ref" : "./Thread.json#/components/schemas/twitterThreadKeys" }, { "$ref" : "./Thread.json#/components/schemas/forumThreadKeys" }, { "$ref" : "./Thread.json#/components/schemas/emailThreadKeys" } ] } } }, "responses" : { "getOriginalMailContent" : { "description" : "getOriginalMailContent template definitions", "content" : { "application/json" : { "schema" : { "type" : [ "null", "object" ], "additionalProperties" : false, "properties" : { "date" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0, "pattern" : "(^([a-zA-Z0-9\\s\\.\\?\\_\\-\\,])*$|null|undefined)" }, "returnPath" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0, "pattern" : "(^([a-zA-Z0-9\\s\\.\\?\\_\\-\\,])*$|null|undefined)" }, "subject" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0, "pattern" : "(^([a-zA-Z0-9\\s\\.\\?\\_\\-\\,])*$|null|undefined)" }, "messageId" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0, "pattern" : "(^([a-zA-Z0-9\\s\\.\\?\\_\\-\\,])*$|null|undefined)" }, "from" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0, "pattern" : "(^([a-zA-Z0-9\\s\\.\\?\\_\\-\\,])*$|null|undefined)" }, "to" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0, "pattern" : "(^([a-zA-Z0-9\\s\\.\\?\\_\\-\\,])*$|null|undefined)" }, "content" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0, "pattern" : "(^([a-zA-Z0-9\\s\\.\\?\\_\\-\\,])*$|null|undefined)" } }, "required" : [ "content", "date", "from", "messageId", "returnPath", "subject", "to" ] }, "examples" : { "Valid responses Definitions" : { "value" : { "date" : "Tue, 30 Mar 2021 16:53:12 +0530", "returnPath" : "", "subject" : "Testing Mail Service", "messageId" : "<17882df63bf.b181c6c3583.8110594270247400030@zylker.com>", "from" : "ReplyTo ", "to" : "\"support\" ", "content" : "Delivered-To: support@zylker.com\nReturn-Path: \nDomainKey-Signature: a=rsa-sha1; q=dns; c=nofws; \n s=zoho; d=zoho.com; \n h=date:from:reply-to:to:message-id:subject:mime-version:content-type:user-agent; \n b=E6QQb4TtZN7WU1zmeUJx3hjj9BL0l/m6NhQU/3Oi+YlvXXhxSL6BFK0+CsAqJ/BJY/Y9hmdGNOM2\n I62RiQ5y8r9bUrVnGZH+Z9HvO3lPXZ4wM9kXypm9xmOo+gf0Dc2DxJKfPCvGrLT1QDzxeO+3tlPZ\n Xeqt6AsiCjXsXLcNUwc= \nReceived: from mail.zoho.com by zohomail.com.in\n\twith SMTP id 1617103392140118.88266397173629; Tue, 30 Mar 2021 16:53:12 +0530 (IST)\nDate: Tue, 30 Mar 2021 16:53:12 +0530\nFrom: ReplyTo \nReply-To: abc@zylker.com\nTo: \"support\" \nMessage-Id: <17882df63bf.b181c6c3583.8110594270247400030@zylker.com>\nSubject: Testing Mail Service\nMIME-Version: 1.0\nContent-Type: multipart/alternative; \n\tboundary=\"----=_Part_1259_1074835283.1617103381439\"\nImportance: Medium\nUser-Agent: Zoho Mail\nX-Mailer: Zoho Mail\nX-ZohoMail-Owner: <17882df63bf.b181c6c3583.8110594270247400030@zylker.com>+zmo_0_abc@zylker.com\n\n------=_Part_1259_1074835283.1617103381439\nContent-Type: text/plain; charset=\"UTF-8\"\nContent-Transfer-Encoding: 7bit\n\nAldjfh Giri\n\n\n\n\n\nReplyTo\n------=_Part_1259_1074835283.1617103381439\nContent-Type: text/html; charset=\"UTF-8\"\nContent-Transfer-Encoding: 7bit\n\n


Aldjfh Giri


ReplyTo


\n------=_Part_1259_1074835283.1617103381439--\n\n" } } } } } }, "getThreadsResponse" : { "description" : "getThreadsResponse template definitions", "content" : { "application/json" : { "schema" : { "type" : [ "null", "object" ], "additionalProperties" : false, "properties" : { "data" : { "$ref" : "./Thread.json#/components/schemas/getThreadsdata" } }, "required" : [ "data" ] }, "examples" : { "Valid responses Definitions" : { "value" : { "data" : [ { "isDescriptionThread" : true, "canReply" : true, "visibility" : "public", "author" : { "firstName" : "Jade", "lastName" : "Tywin", "photoURL" : "https://desk.zoho.com/api/v1/user/176276372673/photo", "name" : "Jade Tywin", "type" : "END_USER", "email" : "jade12tywin@zylker.com" }, "channel" : "FORUMS", "source" : { "appName" : null, "extId" : null, "type" : "SYSTEM", "permalink" : null, "appPhotoURL" : null }, "lastRatingIconURL" : null, "hasAttach" : false, "channelRelatedInfo" : { "isDeleted" : "false", "isBestSolution" : "true", "externalLink" : null }, "respondedIn" : null, "createdTime" : "2015-03-25T13:40:23.031Z", "attachmentCount" : "7", "id" : "1892000000413186", "fromEmailAddress" : "jade12tywin@zylker.com", "actions" : [ ], "contentType" : "text/html", "status" : "SUCCESS", "direction" : "in" }, { "summary" : "Customer Rating", "cc" : "", "isDescriptionThread" : false, "bcc" : "", "canReply" : true, "visibility" : "public", "author" : { "firstName" : "Jade", "lastName" : "Tywin", "photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000042001/photo?orgId=3983939", "name" : "Jade Tywin", "type" : "AGENT", "email" : "jade12tywin@zylker.com" }, "channel" : "EMAIL", "source" : { "appName" : null, "extId" : null, "type" : "SYSTEM", "permalink" : null, "appPhotoURL" : null }, "isForward" : false, "hasAttach" : true, "responderId" : "1892000000042001", "channelRelatedInfo" : null, "respondedIn" : "00:05:14", "createdTime" : "2016-05-25T10:06:09.686Z", "attachmentCount" : "4", "id" : "1892000001004072", "to" : "carol@zylker.com", "fromEmailAddress" : "techsupport@zylker.com", "actions" : [ { "method" : "POST", "rel" : "send", "href" : "https://desk.zoho.com/api/v1/tickets/1892000000093205/resendFailedThread?threadId=1892000001083008" } ], "contentType" : "text/html", "status" : "FAILED", "direction" : "out" }, { "summary" : "Please fix this problem, since it is urgent posted the issue on Facebook ", "isDescriptionThread" : false, "canReply" : true, "visibility" : "public", "author" : { "firstName" : "Jade", "lastName" : "Tywin", "photoURL" : "https://desk.zoho.com/api/v1/agents/2150000000043591/photo?orgId=3983939", "name" : "Jade Tywin", "type" : "AGENT", "email" : "jade12tywin@zylker.com" }, "channel" : "FACEBOOK", "source" : { "appName" : null, "extId" : null, "type" : "SYSTEM", "permalink" : null, "appPhotoURL" : null }, "lastRatingIconURL" : "https://desk.zoho.com/api/v1/ratingOptions/31138000005998227/logo?orgId=54983163", "hasAttach" : false, "responderId" : "2150000000043591", "channelRelatedInfo" : null, "respondedIn" : "00:04:09", "createdTime" : "2016-07-25T10:04:43.739Z", "attachmentCount" : "6", "id" : "2150000002498038", "actions" : [ { "method" : "POST", "rel" : "send", "href" : "https://desk.zoho.com/api/v1/tickets/1892000000094004/sendDraft?draftThreadId=1892000001004072" }, { "method" : "DELETE", "rel" : "delete", "href" : "https://desk.zoho.com/api/v1/tickets/1892000000094004/draftReply/1892000001004072" } ], "contentType" : "text/html", "status" : "DRAFT", "direction" : "out" }, { "isDescriptionThread" : false, "canReply" : true, "visibility" : "public", "author" : { "firstName" : "Jade", "lastName" : "Tywin", "photoURL" : "https://desk.zoho.com/api/v1/user/176276372673/photo", "name" : "Jade Tywin", "type" : "END_USER", "email" : "jade12tywin@zylker.com" }, "channel" : "FEEDBACK", "source" : { "appName" : null, "extId" : null, "type" : "SYSTEM", "permalink" : null, "appPhotoURL" : null }, "lastRatingIconURL" : null, "hasAttach" : false, "channelRelatedInfo" : null, "respondedIn" : null, "createdTime" : "2015-03-25T13:40:23.031Z", "attachmentCount" : "5", "id" : "1892000000413189", "fromEmailAddress" : "jade12tywin@zylker.com", "actions" : [ ], "contentType" : "text/html", "status" : "SUCCESS", "direction" : "in" } ] } } } } } } }, "parameters" : { "threadId" : { "name" : "threadId", "in" : "path", "description" : "", "required" : true, "style" : "simple", "explode" : false, "schema" : { "type" : [ "string", "null", "integer" ], "format" : "int64", "description" : "", "pattern" : "([0-9]+)" } }, "ticketId" : { "name" : "ticketId", "in" : "path", "description" : "", "required" : true, "style" : "simple", "explode" : false, "schema" : { "type" : [ "string", "null", "integer" ], "format" : "int64", "description" : "", "pattern" : "([0-9]+)" } }, "parentConversationId" : { "name" : "parentConversationId", "in" : "query", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } } }, "securitySchemes" : { "iam-oauth2-schema" : { "$ref" : "./Common.json#/components/securitySchemes/iam-oauth2-schema" } } }, "x-entity" : "Thread" }