{ "openapi" : "3.1.0", "info" : { "title" : "Ticket", "version" : "1.0.0" }, "paths" : { "/api/v1/tickets/{ticketId}/resolution" : { "get" : { "tags" : [ "Ticket" ], "summary" : "Get Ticket Resolution", "description" : "Retrieves the resolution notes of a ticket.", "operationId" : "getTicketResolution", "x-mcp-group" : [ "Tickets" ], "parameters" : [ { "name" : "ticketId", "in" : "path", "required" : true, "style" : "simple", "explode" : false, "schema" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, { "$ref" : "./Common.json#/components/parameters/orgId" } ], "responses" : { "200" : { "$ref" : "#/components/responses/ticketResolutionResponse" } }, "security" : [ { "iam-oauth2-schema" : [ "Desk.tickets.READ" ] } ] }, "delete" : { "tags" : [ "Ticket" ], "summary" : "Delete Ticket Resolution", "description" : "Deletes the resolution notes of a ticket.", "operationId" : "deleteTicketResolution", "x-mcp-group" : [ "Tickets" ], "parameters" : [ { "name" : "ticketId", "in" : "path", "required" : true, "style" : "simple", "explode" : false, "schema" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, { "$ref" : "./Common.json#/components/parameters/orgId" } ], "responses" : { "204" : { "$ref" : "./Common.json#/components/responses/emptyResponse" } }, "security" : [ { "iam-oauth2-schema" : [ "Desk.tickets.DELETE" ] } ] }, "patch" : { "tags" : [ "Ticket" ], "summary" : "Update Ticket Resolution", "description" : "Updates the resolution notes of a ticket.", "operationId" : "updateTicketResolution", "x-mcp-group" : [ "Tickets" ], "parameters" : [ { "name" : "ticketId", "in" : "path", "required" : true, "style" : "simple", "explode" : false, "schema" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, { "$ref" : "./Common.json#/components/parameters/orgId" } ], "requestBody" : { "$ref" : "#/components/requestBodies/resolutionRequestBody" }, "responses" : { "422" : { "$ref" : "./Common.json#/components/responses/invalidDataErrorResponse" }, "200" : { "$ref" : "#/components/responses/ticketResolutionResponse" } }, "security" : [ { "iam-oauth2-schema" : [ "Desk.tickets.UPDATE" ] } ] } }, "/api/v1/agentsTicketsCount" : { "get" : { "tags" : [ "Ticket" ], "summary" : "Get Agents Tickets Count", "description" : "Retrieve the number of tickets assigned to one or more agents from the specified department.", "operationId" : "getAgentsTicketsCount", "parameters" : [ { "name" : "agentIds", "in" : "query", "description" : "Comma-separated array of agent IDs. Maximum number of IDs allowed is 50.", "required" : true, "style" : "form", "explode" : true, "schema" : { "type" : [ "array" ], "maxItems" : 1000, "items" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "uniqueItems" : true } }, { "name" : "departmentId", "in" : "query", "description" : "ID of the department from which tickets must be fetched", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "string" ], "format" : "int64", "pattern" : "allDepartment|[0-9]+" } }, { "$ref" : "./Common.json#/components/parameters/orgId" } ], "responses" : { "422" : { "$ref" : "./Common.json#/components/responses/invalidDataErrorResponse" }, "200" : { "$ref" : "#/components/responses/getAgentsTicketCountResponse" } }, "security" : [ { "iam-oauth2-schema" : [ "Desk.tickets.READ" ] } ] } }, "/api/v1/tickets/moveToTrash" : { "post" : { "tags" : [ "Ticket" ], "summary" : "Delete Tickets", "description" : "Moves the specified tickets to the Recycle Bin. Note: Deleted tickets remain in the Recycle Bin for 60 days, during which they can be restored. After this period, they are permanently deleted.", "operationId" : "deleteTicket", "x-mcp-group" : [ "Tickets" ], "parameters" : [ { "$ref" : "./Common.json#/components/parameters/orgId" } ], "requestBody" : { "$ref" : "#/components/requestBodies/ticketIdListRequest" }, "responses" : { "422" : { "$ref" : "./Common.json#/components/responses/multipleUnprocessEntityResponse" }, "204" : { "$ref" : "./Common.json#/components/responses/emptyResponse" } }, "security" : [ { "iam-oauth2-schema" : [ "Desk.tickets.DELETE" ] } ] } }, "/api/v1/associatedTickets" : { "get" : { "tags" : [ "Ticket" ], "summary" : "Get Agent-followed Tickets", "description" : "Retrieves tickets that are followed by agents, with pagination support.", "operationId" : "getAssociatedTickets", "x-mcp-group" : [ "Tickets" ], "parameters" : [ { "name" : "include", "in" : "query", "description" : "Key that returns additional information related to a ticket. Values allowed are: contacts, products, and assignee. All three values can be passed by separating them with a comma in the API request.", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "array" ], "items" : { "type" : [ "string" ], "enum" : [ "contacts", "products", "assignee" ] }, "uniqueItems" : true } }, { "name" : "follower", "in" : "query", "description" : "ID of the agent who is a follower of the ticket. Possible value: A valid agentId", "required" : false, "explode" : true, "schema" : { "type" : [ "string" ], "format" : "int64", "pattern" : "^([0-9]+)$" } }, { "name" : "departmentId", "in" : "query", "description" : "ID of the department from which tickets must be fetched", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, { "name" : "limit", "in" : "query", "description" : "Number of tickets to fetch", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "integer" ], "format" : "int32", "pattern" : "([0-9]+)", "default" : 25 } }, { "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", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, { "name" : "from", "in" : "query", "description" : "Index number, starting from which the tickets must be listed", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "integer" ], "format" : "int32", "pattern" : "([0-9]+)", "default" : 0 } }, { "name" : "assignee", "in" : "query", "description" : "ID of the assignee. Possible values: Unassigned: Tickets not assigned to any agent. {assigneeId}: Valid assigneeId Note: Multiple values can be provided by separating them with commas", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "array" ], "items" : { "type" : [ "string" ], "pattern" : "^([0-9]+|Unassigned)$" }, "maxItems" : 20 } }, { "name" : "receivedInDays", "in" : "query", "description" : "Time period (in days) for fetching tickets based on customerResponseTime. Possible values: 15, 30, 90 days", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "string" ], "enum" : [ "15", "30", "90", "-1" ] } }, { "name" : "isShared", "in" : "query", "description" : "Retrieves tickets after validating permissions against departmentId (true) or sharedDepartmentId (false). Possible values: true : Retrieves tickets that are shared with other departments, with permission checks performed on departmentId When both departmentId and sharedDepartmentId are provided, tickets that are shared from departmentId to sharedDepartmentId are returned. Permission checks are performed on departmentId. When only departmentId is provided and sharedDepartmentId is not, tickets that are shared from departmentId to any other department are returned. Permission checks are performed on departmentId. When both departmentId and sharedDepartmentId are not provided, shared tickets from all permitted departments are returned. Permission checks are performed on each permitted department.false : Retrieves tickets that are shared with the specified sharedDepartmentId, with permission checks performed on sharedDepartmentId", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "boolean" ] } }, { "name" : "status", "in" : "query", "description" : "Status of the ticket Note: Multiple values can be provided by separating them with commas", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "array" ], "items" : { "type" : [ "string" ] }, "x-dynamic-enum" : true } }, { "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" ], "format" : "int64", "pattern" : "^([0-9]+)$" } }, { "$ref" : "./Common.json#/components/parameters/orgId" } ], "responses" : { "204" : { "$ref" : "./Common.json#/components/responses/emptyResponse" }, "200" : { "$ref" : "#/components/responses/ticketListViewArray" } }, "security" : [ { "iam-oauth2-schema" : [ "Desk.tickets.READ" ] } ] } }, "/api/v1/tickets/updateMany" : { "post" : { "tags" : [ "Ticket" ], "summary" : "Update Field in Multiple Tickets", "description" : "Updates a single field value across multiple tickets simultaneously.", "operationId" : "bulkUpdateTickets", "x-mcp-group" : [ "Tickets" ], "parameters" : [ { "$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" ] } ] } }, "/api/v1/tickets/deleteSpam" : { "post" : { "tags" : [ "Ticket" ], "summary" : "Delete Spam Tickets", "description" : "Deletes the specified spam tickets. Note: Deleted tickets cannot be restored from the Recycle Bin.", "operationId" : "deleteSpamTickets", "x-mcp-group" : [ "Tickets" ], "parameters" : [ { "$ref" : "./Common.json#/components/parameters/orgId" } ], "requestBody" : { "$ref" : "#/components/requestBodies/ticketIdListRequest" }, "responses" : { "422" : { "$ref" : "./Common.json#/components/responses/invalidDataErrorResponse" }, "200" : { "$ref" : "./MassActionResponse.json#/components/responses/massActionListResponse" } }, "security" : [ { "iam-oauth2-schema" : [ "Desk.tickets.DELETE" ] } ] } }, "/api/v1/tickets/archivedTickets" : { "get" : { "tags" : [ "Ticket" ], "summary" : "Get Archived Tickets", "description" : "Retrieves archived tickets from the specified department based on the selected view type, with pagination support.", "operationId" : "getArchivedTickets", "x-mcp-group" : [ "Tickets" ], "parameters" : [ { "name" : "include", "in" : "query", "description" : "Additional information to include in the response. Possible values: contacts, products, assignee, departments, isRead, team. Note: Multiple values can be provided by separating them with commas", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "array" ], "items" : { "type" : [ "string" ], "enum" : [ "products", "contacts", "isRead", "departments", "team", "assignee" ] }, "uniqueItems" : false } }, { "name" : "departmentId", "in" : "query", "description" : "ID of the department from which the tickets must be fetched", "required" : true, "schema" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, { "name" : "limit", "in" : "query", "description" : "Number of tickets to fetch", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "integer" ], "format" : "int32", "pattern" : "([0-9]+)", "default" : 25 } }, { "name" : "viewType", "in" : "query", "description" : "Type of the view. Possible values: 1 - Compact view 2 - Classic view 4 - Table view. Note: If the viewType is not specified, the Classic view is applied by default", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "string" ], "enum" : [ "1", "2", "4" ] } }, { "name" : "from", "in" : "query", "description" : "Index number, starting from which the tickets must be listed", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "integer" ], "format" : "int32", "pattern" : "([0-9]+)", "default" : 0 } }, { "$ref" : "./Common.json#/components/parameters/orgId" } ], "responses" : { "200" : { "$ref" : "#/components/responses/archivedTicketListResponse" }, "422" : { "$ref" : "./Common.json#/components/responses/multipleUnprocessEntityResponse" }, "204" : { "$ref" : "./Common.json#/components/responses/emptyResponse" }, "403" : { "$ref" : "./Common.json#/components/responses/forbiddenErrorResponse" } }, "security" : [ { "iam-oauth2-schema" : [ "Desk.tickets.READ", "Desk.search.READ" ] } ] } }, "/api/v1/tickets/{ticketId}/move" : { "post" : { "tags" : [ "Ticket" ], "summary" : "Move Ticket", "description" : "Moves a ticket from one department to another department.", "operationId" : "moveTicket", "x-mcp-group" : [ "Tickets" ], "parameters" : [ { "name" : "departmentId", "in" : "query", "required" : true, "schema" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "style" : "form", "explode" : true, "description" : "ID of the department to which you want to move the ticket" }, { "name" : "ticketId", "in" : "path", "required" : true, "style" : "simple", "explode" : false, "schema" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, { "$ref" : "./Common.json#/components/parameters/orgId" } ], "requestBody" : { "$ref" : "#/components/requestBodies/moveTicketRequest" }, "responses" : { "422" : { "$ref" : "./Common.json#/components/responses/multipleUnprocessEntityResponse" }, "200" : { "$ref" : "./Common.json#/components/responses/emptyResponse" } }, "security" : [ { "iam-oauth2-schema" : [ "Desk.tickets.UPDATE" ] } ] } }, "/api/v1/tickets/{ticketId}/metrics" : { "get" : { "tags" : [ "Ticket" ], "summary" : "Get Ticket Metrics", "description" : "Retrieves detailed metrics of a ticket, including response times, resolution time, agent handling details, and ticket-related counts.", "operationId" : "getTicketsMetrics", "x-mcp-group" : [ "Static Reports" ], "parameters" : [ { "name" : "ticketId", "in" : "path", "required" : true, "style" : "simple", "explode" : false, "schema" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, { "$ref" : "./Common.json#/components/parameters/orgId" } ], "responses" : { "200" : { "$ref" : "#/components/responses/getTicketMetrics" } }, "security" : [ { "iam-oauth2-schema" : [ "Desk.tickets.READ" ] } ] } }, "/api/v1/tickets/{ticketId}/merge" : { "post" : { "tags" : [ "Ticket" ], "summary" : "Merge Tickets", "description" : "Merges multiple tickets into a single ticket. Note: A maximum of 5 tickets can be merged at a time.", "operationId" : "mergeTicket", "x-mcp-group" : [ "Tickets" ], "parameters" : [ { "name" : "ticketId", "in" : "path", "required" : true, "style" : "simple", "explode" : false, "schema" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, { "$ref" : "./Common.json#/components/parameters/orgId" } ], "requestBody" : { "$ref" : "#/components/requestBodies/mergeTicketRequest" }, "responses" : { "422" : { "$ref" : "./Common.json#/components/responses/invalidDataErrorResponse" }, "200" : { "$ref" : "#/components/responses/ticketResponse" } }, "security" : [ { "iam-oauth2-schema" : [ "Desk.tickets.UPDATE" ] } ] } }, "/api/v1/tickets/emptySpam" : { "post" : { "tags" : [ "Ticket" ], "summary" : "Delete All Spam Tickets", "description" : "Deletes all spam tickets in the specified department. Note: Deleted tickets cannot be restored from the Recycle Bin.", "operationId" : "deleteAllSpamTickets", "x-mcp-group" : [ "Tickets" ], "parameters" : [ { "$ref" : "./Common.json#/components/parameters/orgId" } ], "requestBody" : { "$ref" : "#/components/requestBodies/deleteAllSpamRequest" }, "responses" : { "422" : { "$ref" : "./Common.json#/components/responses/multipleUnprocessEntityResponse" }, "202" : { "$ref" : "./Common.json#/components/responses/emptyResponse" } }, "security" : [ { "iam-oauth2-schema" : [ "Desk.tickets.DELETE" ] } ] } }, "/api/v1/tickets/{ticketId}/notifyArticleUsage" : { "post" : { "tags" : [ "Ticket" ], "summary" : "Map articles to tickets", "description" : "This API maps tickets with help articles to automatically suggest the same articles for similar tickets that arrive later.", "operationId" : "mapArticlesToTicket", "x-mcp-group" : [ "KB Admin" ], "parameters" : [ { "name" : "ticketId", "in" : "path", "required" : true, "style" : "simple", "explode" : false, "schema" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, { "$ref" : "./Common.json#/components/parameters/orgId" } ], "requestBody" : { "$ref" : "./Article.json#/components/requestBodies/associateArticlesUsage_articleIdsJson" }, "responses" : { "200" : { "$ref" : "./MassActionResponse.json#/components/responses/massActionListResponse" }, "422" : { "$ref" : "./Common.json#/components/responses/invalidDataErrorResponse" }, "204" : { "$ref" : "./Common.json#/components/responses/emptyResponse" } }, "security" : [ { "iam-oauth2-schema" : [ "Desk.articles.CREATE" ] } ] } }, "/api/v1/tickets/{ticketId}/resolutionHistory" : { "get" : { "tags" : [ "Ticket" ], "summary" : "Get Ticket Resolution History", "description" : "Fetches the resolution history of a ticket.", "operationId" : "getTicketResolutionHistory", "x-mcp-group" : [ "Tickets" ], "parameters" : [ { "name" : "from", "in" : "query", "required" : false, "schema" : { "type" : [ "integer" ], "format" : "int32", "default" : 0 }, "style" : "form", "explode" : true, "description" : "Index number starting from which records must be fetched" }, { "name" : "limit", "in" : "query", "required" : false, "schema" : { "type" : [ "integer" ], "format" : "int32", "minimum" : 1, "maximum" : 100 }, "style" : "form", "explode" : true, "description" : "Number of records to fetch" }, { "name" : "ticketId", "in" : "path", "required" : true, "style" : "simple", "explode" : false, "schema" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, { "$ref" : "./Common.json#/components/parameters/orgId" } ], "responses" : { "200" : { "$ref" : "#/components/responses/getResolutionHistoryResponse" } }, "security" : [ { "iam-oauth2-schema" : [ "Desk.tickets.READ" ] } ] } }, "/api/v1/tickets/markSpam" : { "post" : { "tags" : [ "Ticket" ], "summary" : "Mark Tickets as Spam", "description" : "Marks or unmarks tickets as spam based on the isSpam parameter.", "operationId" : "markTicketAsSpam", "x-mcp-group" : [ "Tickets" ], "parameters" : [ { "$ref" : "./Common.json#/components/parameters/orgId" } ], "requestBody" : { "$ref" : "#/components/requestBodies/markTicketAsSpamRequest" }, "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" ] } ] } }, "/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", "x-mcp-group" : [ "Contacts" ], "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" : "form", "explode" : true, "schema" : { "type" : [ "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" ], "enum" : [ "products", "departments", "team", "assignee", "isRead" ] }, "uniqueItems" : true } }, { "name" : "departmentId", "in" : "query", "description" : "ID of the department from which tickets must be fetched", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, { "name" : "limit", "in" : "query", "description" : "Number of tickets to fetch", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "integer" ], "format" : "int32", "pattern" : "([0-9]+)", "default" : 25 } }, { "name" : "from", "in" : "query", "description" : "Index number, starting from which the tickets must be listed", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "integer" ], "format" : "int32", "pattern" : "([0-9]+)", "default" : 0 } }, { "name" : "sortBy", "in" : "query", "description" : "Sorts tickets by the specified attribute. Possible values for sorting: responseDueDate, customerResponseTime, createdTime Note: The default sorting order is ascending. Prefix the attribute with a (-) for descending order (e.g., -createdTime)", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "string" ], "enum" : [ "createdTime", "modifiedTime" ], "pattern" : "-?(createdTime|modifiedTime)" } }, { "name" : "isSpam", "in" : "query", "description" : "Filters Spam tickets", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "boolean" ], "default" : "false" } }, { "name" : "contactId", "in" : "path", "required" : true, "style" : "simple", "explode" : false, "schema" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, { "$ref" : "./Common.json#/components/parameters/orgId" } ], "responses" : { "200" : { "$ref" : "#/components/responses/getTicketsByContactResponse" }, "204" : { "$ref" : "./Common.json#/components/responses/emptyResponse" } }, "security" : [ { "iam-oauth2-schema" : [ "Desk.search.READ", "Desk.tickets.READ" ] }, { "deprecated-iam-oauth2-schema" : [ "Desk.contacts.READ" ] } ] } }, "/api/v1/tickets/{ticketId}/markAsRead" : { "post" : { "tags" : [ "Ticket" ], "summary" : "Mark Ticket as Read", "description" : "Marks a ticket as read by the user.", "operationId" : "markTicketAsRead", "x-mcp-group" : [ "Tickets" ], "parameters" : [ { "name" : "ticketId", "in" : "path", "required" : true, "style" : "simple", "explode" : false, "schema" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, { "$ref" : "./Common.json#/components/parameters/orgId" } ], "responses" : { "200" : { "$ref" : "./Common.json#/components/responses/emptyResponse" } }, "security" : [ { "iam-oauth2-schema" : [ "Desk.tickets.UPDATE" ] } ] } }, "/api/v1/tickets" : { "get" : { "tags" : [ "Ticket" ], "summary" : "Get Tickets", "description" : "Retrieves a list of tickets, with pagination support.", "operationId" : "getTickets", "x-mcp-group" : [ "Tickets" ], "parameters" : [ { "name" : "include", "in" : "query", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "array" ], "items" : { "type" : [ "string" ], "enum" : [ "contacts", "products", "departments", "team", "assignee" ] }, "uniqueItems" : true } }, { "name" : "departmentIds", "in" : "query", "required" : false, "schema" : { "type" : [ "array" ], "items" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "maxItems" : 20 }, "style" : "form", "explode" : true, "description" : "Departments from which the tickets need to be queried. _Note_ : @For Predefined Views@ and @All Department Views@: You must specify the departmentId for which the tickets need to be fetched. Otherwise, it will fetch all tickets accessible across departments. For @Single Department Custom View@: You must specify the departmentId of the department for which the Custom View was created. The tickets will be fetched from that department." }, { "name" : "priority", "in" : "query", "required" : false, "schema" : { "type" : [ "array" ], "items" : { "type" : [ "string" ], "maxLength" : 120, "pattern" : "[0-9a-zA-Z_\\-\\.\\$@\\?\\:\\/\\!\\P{InBasicLatin}\\s()]+", "x-regex-name" : "picklistValue" }, "maxItems" : 20 }, "style" : "form", "explode" : true, "description" : "Key that filters tickets by priority. Multiple priority levels can be passed as comma-separated values." }, { "name" : "departmentId", "in" : "query", "description" : "ID of the department from which tickets must be fetched", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, { "name" : "limit", "in" : "query", "description" : "Number of tickets to fetch", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "integer" ], "format" : "int32", "pattern" : "([0-9]+)", "default" : 25 } }, { "name" : "channel", "in" : "query", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "array" ], "items" : { "type" : [ "string" ], "pattern" : "[0-9a-zA-Z_\\-\\.\\$@\\?\\:\\/\\!\\P{InBasicLatin}\\s()]+" }, "x-regex-name" : "picklistValue", "x-dynamic-enum" : true } }, { "name" : "from", "in" : "query", "description" : "Index number, starting from which the tickets must be listed", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "integer" ], "format" : "int32", "pattern" : "([0-9]+)", "default" : 0 } }, { "name" : "sortBy", "in" : "query", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "string" ], "enum" : [ "dueDate", "createdTime", "recentThread" ], "pattern" : "[0-9a-zA-Z_\\-\\.\\$@\\?\\,\\:\\'\\/\\!\\P{InBasicLatin}\\s]+" } }, { "name" : "assignee", "in" : "query", "description" : "ID of the assignee. Possible values: Unassigned: Tickets not assigned to any agent. {assigneeId}: Valid assigneeId Note: Multiple values can be provided by separating them with commas", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "array" ], "items" : { "type" : [ "string" ], "pattern" : "^([0-9]+|Unassigned)$" }, "maxItems" : 20 } }, { "name" : "teamIds", "in" : "query", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "array" ], "items" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "uniqueItems" : false } }, { "name" : "receivedInDays", "in" : "query", "description" : "Time period (in days) for fetching tickets based on customerResponseTime. Possible values: 15, 30, 90 days", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "string" ], "enum" : [ "15", "30", "90", "-1" ] } }, { "name" : "status", "in" : "query", "description" : "Status of the ticket Note: Multiple values can be provided by separating them with commas", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "array" ], "items" : { "type" : [ "string" ] }, "x-dynamic-enum" : true } }, { "$ref" : "./Common.json#/components/parameters/orgId" }, { "name" : "viewId", "in" : "query", "description" : "ID of the view based on which tickets must be fetched", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, { "name" : "fields", "in" : "query", "required" : false, "schema" : { "type" : [ "array" ], "items" : { "type" : [ "string" ] } }, "description" : "Key that returns the values of mentioned fields (both pre-defined and custom) in your portal. All field types except multi-text are supported. Standard, non-editable fields are supported too. These fields include: @statusType@, @webUrl@, @layoutId@. Maximum of 30 fields is supported as comma separated values.", "style" : "form", "explode" : false }, { "name" : "filters", "in" : "query", "required" : false, "description" : "Filters tickets based on the values of the selected fields. Maximum number of fields: 25", "schema" : { "$ref" : "#/components/schemas/filter_json" } } ], "responses" : { "204" : { "$ref" : "./Common.json#/components/responses/emptyResponse" }, "200" : { "$ref" : "#/components/responses/ticketListViewArray" } }, "security" : [ { "iam-oauth2-schema" : [ "Desk.tickets.READ" ] } ] }, "post" : { "tags" : [ "Ticket" ], "summary" : "Create Ticket", "description" : "Creates a new ticket using the data provided in the request payload.", "operationId" : "createTicket", "x-mcp-group" : [ "Tickets" ], "parameters" : [ { "$ref" : "./Common.json#/components/parameters/orgId" } ], "requestBody" : { "$ref" : "#/components/requestBodies/createTicketRequest" }, "responses" : { "422" : { "$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" ] } ] } }, "/api/v1/closeTickets" : { "post" : { "tags" : [ "Ticket" ], "summary" : "Close Tickets", "description" : "Closes the specified tickets.", "operationId" : "closeTickets", "x-mcp-group" : [ "Tickets" ], "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" ] } ] } }, "/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", "x-mcp-group" : [ "Tickets" ], "parameters" : [ { "name" : "agentId", "in" : "query", "description" : "ID of the agent", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, { "name" : "viewId", "in" : "query", "description" : "ID of the view based on which tickets must be fetched", "required" : true, "style" : "form", "explode" : true, "schema" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, { "name" : "departmentId", "in" : "query", "description" : "ID of the department from which tickets must be fetched", "required" : true, "style" : "form", "explode" : true, "schema" : { "type" : [ "string" ], "format" : "int64", "pattern" : "allDepartment|[0-9]+" } }, { "$ref" : "./Common.json#/components/parameters/orgId" } ], "responses" : { "422" : { "$ref" : "./Common.json#/components/responses/multipleUnprocessEntityResponse" }, "200" : { "$ref" : "#/components/responses/getRequestsCount" } }, "security" : [ { "iam-oauth2-schema" : [ "Desk.tickets.READ" ] } ] } }, "/api/v1/tickets/{ticketId}" : { "get" : { "tags" : [ "Ticket" ], "summary" : "Get Ticket", "description" : "Retrieves a specific ticket and its associated details based on the provided ticket ID.", "operationId" : "getTicket", "x-mcp-group" : [ "Tickets" ], "parameters" : [ { "name" : "include", "in" : "query", "description" : "Additional information to include in the response. Possible values: contacts, products, assignee, departments, contract, isRead, team, skills. Note: Multiple values can be provided by separating them with commas", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "array" ], "description" : "Additional information to include in the response. Possible values: contacts, products, assignee, departments, contract, isRead, team, skills. Note: Multiple values can be provided by separating them with commas", "items" : { "type" : [ "string" ], "enum" : [ "contacts", "products", "departments", "team", "assignee", "contract", "isRead", "skills" ] }, "uniqueItems" : true } }, { "name" : "ticketId", "in" : "path", "required" : true, "style" : "simple", "explode" : false, "schema" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, { "$ref" : "./Common.json#/components/parameters/orgId" } ], "responses" : { "200" : { "$ref" : "#/components/responses/getTicketResponse" } }, "security" : [ { "iam-oauth2-schema" : [ "Desk.tickets.READ" ] } ] }, "patch" : { "tags" : [ "Ticket" ], "operationId" : "updateTicket", "x-mcp-group" : [ "Tickets" ], "summary" : "Update Ticket", "description" : "Updates an existing ticket using the data provided in the request payload.", "parameters" : [ { "name" : "disableClosureNotification", "in" : "query", "required" : false, "schema" : { "type" : [ "boolean" ] }, "style" : "form", "explode" : true, "description" : "Key that enables or disables sending notifications to the corresponding contact when a ticket is closed" }, { "name" : "ticketId", "in" : "path", "required" : true, "style" : "simple", "explode" : false, "schema" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, { "$ref" : "./Common.json#/components/parameters/orgId" } ], "requestBody" : { "$ref" : "#/components/requestBodies/updateTicketRequest" }, "responses" : { "200" : { "$ref" : "#/components/responses/ticketResponse" }, "422" : { "$ref" : "./Common.json#/components/responses/invalidDataErrorResponse" } }, "security" : [ { "iam-oauth2-schema" : [ "Desk.tickets.UPDATE" ] } ] } }, "/api/v1/tickets/{ticketId}/markAsUnRead" : { "post" : { "tags" : [ "Ticket" ], "summary" : "Mark Ticket as Unread", "description" : "Marks a ticket as unread by the user.", "operationId" : "markTicketAsUnRead", "x-mcp-group" : [ "Tickets" ], "parameters" : [ { "name" : "ticketId", "in" : "path", "required" : true, "style" : "simple", "explode" : false, "schema" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, { "$ref" : "./Common.json#/components/parameters/orgId" } ], "responses" : { "204" : { "$ref" : "./Common.json#/components/responses/emptyResponse" } }, "security" : [ { "iam-oauth2-schema" : [ "Desk.tickets.UPDATE" ] } ] } }, "/api/v1/tickets/{ticketId}/threads/{threadId}/split" : { "post" : { "tags" : [ "Ticket" ], "summary" : "Split Tickets", "description" : "Creates a new ticket by splitting a single thread from an existing ticket. Note: Only the selected thread is converted into a new ticket. Any subsequent threads in the original ticket are not included in the new ticket.", "operationId" : "splitThreadIntoNewTicket", "x-mcp-group" : [ "Ticket Threads", "Tickets" ], "parameters" : [ { "name" : "threadId", "in" : "path", "required" : true, "style" : "simple", "explode" : false, "schema" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, { "name" : "ticketId", "in" : "path", "required" : true, "style" : "simple", "explode" : false, "schema" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, { "$ref" : "./Common.json#/components/parameters/orgId" } ], "responses" : { "200" : { "$ref" : "#/components/responses/ticketResponse" } }, "security" : [ { "iam-oauth2-schema" : [ "Desk.tickets.CREATE" ] } ] } }, "/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", "x-mcp-group" : [ "Tickets" ], "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" : "form", "explode" : true, "schema" : { "type" : [ "array" ], "items" : { "type" : [ "string" ], "enum" : [ "products", "departments", "team", "assignee", "isRead" ] }, "uniqueItems" : false } }, { "name" : "departmentId", "in" : "query", "description" : "ID of the department from which tickets must be fetched", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, { "name" : "limit", "in" : "query", "description" : "Number of tickets to fetch", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "integer" ], "format" : "int32", "pattern" : "([0-9]+)", "default" : 25 } }, { "name" : "from", "in" : "query", "description" : "Index number, starting from which the tickets must be listed", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "integer" ], "format" : "int32", "pattern" : "([0-9]+)", "default" : 0 } }, { "name" : "sortBy", "in" : "query", "description" : "Sorts tickets by the specified attribute. Possible values for sorting: responseDueDate, customerResponseTime, createdTime Note: The default sorting order is ascending. Prefix the attribute with a (-) for descending order (e.g., -createdTime)", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "string" ], "enum" : [ "createdTime", "modifiedTime" ], "pattern" : "-?(createdTime|modifiedTime)" } }, { "name" : "isSpam", "in" : "query", "description" : "Filters Spam tickets", "required" : false, "style" : "form", "explode" : true, "schema" : { "type" : [ "boolean" ], "default" : "false" } }, { "name" : "productId", "in" : "path", "required" : true, "style" : "simple", "explode" : false, "schema" : { "type" : [ "string", "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.tickets.READ" ] }, { "deprecated-iam-oauth2-schema" : [ "Desk.search.READ", "Desk.settings.READ" ] } ] } } }, "components" : { "schemas" : { "filter_json" : { "type" : [ "object" ], "maxLength" : 4500, "properties" : { "Status" : { "type" : [ "array" ], "items" : { "type" : [ "string" ], "maxLength" : 120, "pattern" : "[0-9a-zA-Z_\\-\\.\\$@\\?\\:\\/\\!\\P{InBasicLatin}\\s()]+" } }, "Priority" : { "type" : [ "array" ], "items" : { "type" : [ "string" ], "maxLength" : 120, "pattern" : "[0-9a-zA-Z_\\-\\.\\$@\\?\\:\\/\\!\\P{InBasicLatin}\\s()]+" } }, "Mode" : { "type" : [ "array" ], "items" : { "type" : [ "string" ], "maxLength" : 120, "pattern" : "[0-9a-zA-Z_\\-\\.\\$@\\?\\,\\:\\'\\/\\!\\P{InBasicLatin}\\s]+" } }, "Agent" : { "type" : [ "array" ], "items" : { "type" : [ "string" ], "maxLength" : 120, "pattern" : "[0-9a-zA-Z_\\-\\.\\$@\\?\\,\\:\\'\\/\\!\\P{InBasicLatin}\\s]+" } }, "Permission" : { "type" : [ "array" ], "items" : { "type" : [ "string" ], "maxLength" : 120, "pattern" : "[0-9a-zA-Z_\\-\\.\\$@\\?\\,\\:\\'\\/\\!\\P{InBasicLatin}\\s]+" } }, "View" : { "type" : [ "array" ], "items" : { "type" : [ "string" ], "maxLength" : 120, "pattern" : "[0-9a-zA-Z_\\-\\.\\$@\\?\\,\\:\\'\\/\\!\\P{InBasicLatin}\\s]+" } }, "Department" : { "type" : [ "array" ], "items" : { "type" : [ "string" ], "maxLength" : 120, "pattern" : "([a-zA-Z0-9\\_\\ ]*|null|undefined)" } }, "AuthorArticles" : { "type" : [ "array" ], "items" : { "type" : [ "string" ], "maxLength" : 120, "pattern" : "([a-zA-Z0-9\\_\\ ]*|null|undefined)" } }, "Topic" : { "type" : [ "array" ], "items" : { "type" : [ "string", "integer" ], "pattern" : "([0-9]+)", "format" : "int64" } }, "Closed Time" : { "type" : [ "string" ], "enum" : [ "today", "yesterday", "currentWeek", "currentMonth", "last3days", "last7days", "last15days", "last30days" ] }, "Due Date" : { "type" : [ "array" ], "items" : { "type" : [ "string" ], "pattern" : "[A-Za-z0-9~@$%_\\!\\^\\[\\]\\{\\},#*:`.'\\\"&\\+\\?\\-\\/\\|\\P{InBasicLatin}\\s]+" } }, "criteria" : { "type" : [ "object" ], "properties" : { "fieldConditions" : { "type" : [ "array" ], "items" : { "type" : [ "object" ], "properties" : { "field" : { "type" : [ "string" ], "description" : "APIName of the fields", "pattern" : "[0-9a-zA-Z_\\-\\.\\$@\\?\\,\\:\\'/\\!\\P{InBasicLatin}\\s]+" }, "data" : { "type" : [ "array" ], "description" : "Value for the Filter Fields", "items" : { "type" : [ "string" ], "maxLength" : 500 }, "minItems" : 0, "maxItems" : 500 }, "con" : { "type" : [ "string" ], "enum" : [ "is" ], "description" : "Condition for the Filter", "maxLength" : 20 } } }, "minItems" : 0, "maxItems" : 80 } } } } }, "ticket_detail_response" : { "allOf" : [ { "type" : [ "object" ], "properties" : { "sentiment" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0, "pattern" : "(POSITIVE|NEUTRAL|NEGATIVE)", "description" : "Indicates whether the customer's overall tone in the ticket is positive, negative, or neutral. Possible values: Positive - The customer expresses a positive or satisfied tone. Negative - The customer expresses a negative, dissatisfied, or frustrated tone. Neutral - The customer expresses neither a clearly positive nor negative tone. null - Returned when the ticket sentiment feature is disabled for the organization or the specific department." }, "isFollowing" : { "type" : [ "boolean", "null" ] }, "createdBy" : { "type" : [ "string", "integer", "null" ], "format" : "int64", "pattern" : "([0-9]+)" }, "tagCount" : { "type" : [ "string", "integer", "null" ], "format" : "int32", "pattern" : "([0-9]+)" }, "followerCount" : { "type" : [ "string", "integer", "null" ], "format" : "int32", "pattern" : "([0-9]+)" } }, "required" : [ "sentiment", "isFollowing", "createdBy", "tagCount", "followerCount" ], "additionalProperties" : false }, { "$ref" : "#/components/schemas/ticketResponse" } ] }, "product_json" : { "type" : [ "object", "null" ], "additionalProperties" : false, "properties" : { "id" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "productName" : { "type" : [ "string" ], "maxLength" : 200, "minLength" : 0 } }, "required" : [ "id", "productName" ] }, "department_json" : { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "name" : { "type" : [ "string" ], "maxLength" : 200, "minLength" : 0, "pattern" : "([0-9a-zA-Z_\\-\\.\\$@\\?\\,\\:\\'\\/\\!\\P{InBasicLatin}\\s])+" }, "id" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, "required" : [ "id", "name" ] }, "skills_info_json" : { "type" : [ "array", "null" ], "items" : { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "weightage" : { "type" : [ "string", "integer", "null" ], "format" : "int32", "maximum" : 10, "minimum" : 1, "pattern" : "([0-9]+)" }, "skillName" : { "type" : [ "string" ], "maxLength" : 100, "minLength" : 0 }, "skillId" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "skillTypeId" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "mappingType" : { "type" : [ "string" ], "enum" : [ "SYSTEM", "USER" ] }, "skillTypeName" : { "type" : [ "string" ], "maxLength" : 50, "minLength" : 1, "pattern" : "([0-9a-zA-Z_\\-\\.\\$@\\?\\,\\:\\'\\/\\!\\P{InBasicLatin}\\s])+" } }, "required" : [ "mappingType", "skillId", "skillName", "skillTypeId", "skillTypeName", "weightage" ] }, "uniqueItems" : false }, "assignee" : { "type" : [ "object", "null" ], "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\\-\\.\\?\\,\\:\\'/\\\\+=&%\\$#_@]*)?$)" }, "lastName" : { "type" : [ "string" ], "maxLength" : 50, "minLength" : 0 }, "id" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "email" : { "type" : [ "string" ], "maxLength" : 100, "minLength" : 0, "pattern" : "^[a-zA-Z0-9\\_]([a-zA-Z0-9\\_\\+\\-\\.\\'&]*)@(?=.{4,256}$)(([a-zA-Z0-9]+)(([\\-\\_]*[a-zA-Z0-9])*)[\\.])+[a-zA-Z]{2,22}$" } }, "required" : [ "email", "firstName", "id", "lastName", "photoURL" ] }, "team_json" : { "type" : [ "object", "null" ], "additionalProperties" : false, "properties" : { "name" : { "type" : [ "string" ], "maxLength" : 50, "minLength" : 1, "pattern" : "([0-9a-zA-Z_\\-\\.\\$@\\?\\,\\:\\'\\/\\!\\P{InBasicLatin}\\s])+" }, "id" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "logoUrl" : { "type" : [ "string", "null" ], "maxLength" : 200, "minLength" : 0, "pattern" : "(^(ht|f)tp(s?)\\://[-.\\w]*(/?)([a-zA-Z0-9\\-\\.\\?\\,\\:\\'/\\\\+=&%\\$#_@]*)?$)" } }, "required" : [ "id", "logoUrl", "name" ] }, "contact_json" : { "allOf" : [ { "$ref" : "#/components/schemas/contact" }, { "type" : [ "object" ], "properties" : { "isSpam" : { "type" : [ "boolean" ] } }, "additionalProperties" : false } ] }, "list_tickets_include_response" : { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "data" : { "type" : [ "array" ], "items" : { "type" : [ "object" ], "properties" : { "product" : { "$ref" : "#/components/schemas/product_json" }, "contact" : { "$ref" : "#/components/schemas/contact_json" }, "assignee" : { "$ref" : "#/components/schemas/assignee" }, "department" : { "$ref" : "#/components/schemas/department_json" }, "isRead" : { "type" : [ "boolean" ] }, "team" : { "$ref" : "#/components/schemas/team_json" } }, "additionalProperties" : false } } } }, "get_ticket_by_contact_include_response" : { "type" : [ "object" ], "properties" : { "data" : { "type" : [ "array" ], "items" : { "type" : [ "object" ], "properties" : { "product" : { "$ref" : "#/components/schemas/product_json" }, "isRead" : { "type" : [ "boolean" ] }, "assignee" : { "$ref" : "#/components/schemas/assignee" }, "team" : { "$ref" : "#/components/schemas/team_json" }, "department" : { "$ref" : "#/components/schemas/department_json" } }, "additionalProperties" : false } } }, "additionalProperties" : false }, "single_ticket_include_response" : { "type" : [ "object" ], "properties" : { "product" : { "$ref" : "#/components/schemas/product_json" }, "contact" : { "$ref" : "#/components/schemas/contact_json" }, "assignee" : { "$ref" : "#/components/schemas/assignee" }, "department" : { "$ref" : "#/components/schemas/department_json" }, "isRead" : { "type" : [ "boolean" ] }, "team" : { "$ref" : "#/components/schemas/team_json" }, "skillsInfo" : { "$ref" : "#/components/schemas/skills_info_json" }, "contractId" : { "type" : [ "string", "integer", "null" ], "format" : "int64", "pattern" : "([0-9]+)" } }, "additionalProperties" : false }, "resolutionResponse" : { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "modifiedTime" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0, "pattern" : "(((19|20)\\d\\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\\d]{0,3})?(Z))" }, "author" : { "$ref" : "#/components/schemas/assignee" }, "content" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0 } }, "required" : [ "author", "content", "modifiedTime" ] }, "resolutionRequest" : { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "isNotifyContact" : { "type" : [ "boolean" ], "description" : "Indicates whether the contact should be notified about the resolution update Possible values: true = Notify the contact about the resolution update false = Do not notify the contact" }, "content" : { "type" : [ "string" ], "description" : "Resolution content to be updated for the ticket", "maxLength" : 65535 } }, "required" : [ "content" ] }, "bulkUpdateRequest" : { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "isCustomField" : { "type" : [ "boolean" ] }, "fieldName" : { "type" : [ "string" ], "x-dynamic-enum" : true }, "ids" : { "$ref" : "#/components/schemas/long_array" }, "fieldValue" : { "type" : [ "string" ] } }, "required" : [ "fieldName", "ids" ] }, "channelRelatedInfo" : { "type" : [ "object", "null" ], "additionalProperties" : false, "properties" : { "topicId" : { "type" : [ "string", "integer", "null" ], "format" : "int64", "pattern" : "([0-9]+)" }, "isTopicDeleted" : { "type" : [ "boolean", "null" ] }, "forumStatus" : { "type" : [ "string", "null" ], "enum" : [ "NOSTATUS", "NEEDMOREINFO", "WORKINGONIT", "ANSWERED", "UNANSWERED", "MAYBELATER", "UNDERREVIEW", "IMPLEMENTED", "WILLNOTIMPLEMENT", "NOTAPROBLEM", "TEMPORARYFIX", "ANALYZING", "SOLVED", "UNSOLVED", "MOSTVOTED", "INPROGRESS", "" ] }, "sourceLink" : { "type" : [ "string", "null" ], "maxLength" : 255, "minLength" : 0, "pattern" : "(^(ht|f)tp(s?)\\://[-.\\w]*(/?)([a-zA-Z0-9\\-\\.\\?\\,\\:\\'/\\\\+=&%\\$#_@]*)?$)" }, "topicType" : { "type" : [ "string", "null" ], "enum" : [ "DISCUSSION", "QUESTION", "IDEA", "ANNOUNCEMENT", "PROBLEM" ] } }, "required" : [ "forumStatus", "isTopicDeleted", "sourceLink", "topicId", "topicType" ] }, "sharedDepartmentsWithName" : { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "name" : { "type" : [ "string" ], "maxLength" : 200, "minLength" : 0, "pattern" : "([0-9a-zA-Z_\\-\\.\\$@\\?\\,\\:\\'\\/\\!\\P{InBasicLatin}\\s])+" }, "id" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "type" : { "type" : [ "string" ], "enum" : [ "READ_ONLY", "READ_WRITE", "RESTRICTED_ACCESS" ] } }, "required" : [ "id", "name", "type" ] }, "sharedDepartmentsWithNameArr" : { "type" : [ "array", "null" ], "items" : { "$ref" : "#/components/schemas/sharedDepartmentsWithName" } }, "channelSource" : { "type" : [ "object", "null" ], "additionalProperties" : false, "properties" : { "appName" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0 }, "extId" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0 }, "permalink" : { "type" : [ "string", "null" ], "maxLength" : 65535, "minLength" : 0, "pattern" : "(^(ht|f)tp(s?)\\://[-.\\w]*(/?)([a-zA-Z0-9\\-\\.\\?\\,\\:\\'/\\\\+=&%\\$#_@]*)?$)" }, "type" : { "type" : [ "string", "null" ], "enum" : [ "SYSTEM", "INTEGRATION", "INSTANT_MESSAGE" ] }, "appPhotoURL" : { "type" : [ "string", "null" ], "maxLength" : 65535, "minLength" : 0, "pattern" : "(^(ht|f)tp(s?)\\://[-.\\w]*(/?)([a-zA-Z0-9\\-\\.\\?\\,\\:\\'/\\\\+=&%\\$#_@]*)?$)" }, "uuid" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0, "pattern" : "([0-9a-zA-Z_\\-\\.\\$@\\?\\,\\:\\'\\/\\!\\P{InBasicLatin}\\s])+" } }, "required" : [ "appName", "appPhotoURL", "extId", "permalink", "type" ] }, "commonKeys" : { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "productId" : { "type" : [ "string", "integer", "null" ], "format" : "int64", "description" : "ID of the product to associate the ticket", "pattern" : "([0-9]*|null|undefined)" }, "phone" : { "type" : [ "string", "null" ], "description" : "Phone number of the ticket", "maxLength" : 120, "pattern" : "[0-9a-zA-Z_\\+\\-\\.\\$@\\?\\,\\;\\:\\'\\/\\!\\P{InBasicLatin}\\s]+" }, "subject" : { "type" : [ "string" ], "description" : "Subject of the ticket", "maxLength" : 255 }, "dueDate" : { "type" : [ "string", "null" ], "description" : "Due date for resolving the ticket", "maxLength" : 100, "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))|null" }, "channel" : { "type" : [ "string", "null" ], "description" : "Channel through which the ticket is being created.", "x-dynamic-enum" : true, "pattern" : "[0-9a-zA-Z_\\-\\.\\$@\\?\\:\\/\\!\\P{InBasicLatin}\\s()]+" }, "language" : { "type" : [ "string", "null" ], "description" : "Language preference of the ticket", "x-dynamic-enum" : true, "pattern" : "[0-9a-zA-Z_\\-\\.\\$@\\?\\:\\/\\!\\P{InBasicLatin}\\s()]+" }, "priority" : { "type" : [ "string", "null" ], "description" : "Priority of the ticket", "x-dynamic-enum" : true, "pattern" : "[0-9a-zA-Z_\\-\\.\\$@\\?\\:\\/\\!\\P{InBasicLatin}\\s()]+" }, "assigneeId" : { "type" : [ "string", "integer", "null" ], "format" : "int64", "description" : "ID of the agent to assign the ticket", "pattern" : "([0-9]*|null|undefined)" }, "email" : { "type" : [ "string", "null" ], "description" : "Email ID of the ticket", "maxLength" : 150, "pattern" : "^[\\p{L}\\p{M}\\p{N}\\_]([\\p{L}\\p{M}\\p{N}\\_\\+\\-\\.\\'&\\!\\~]*)@(?=.{4,256}$)(([\\p{L}\\p{N}\\p{M}]+)(([\\-\\_]*[\\p{L}\\p{N}\\p{M}])*)[\\.])+[\\p{L}\\p{M}]{2,22}$" } } }, "commonJson" : { "additionalProperties" : false, "allOf" : [ { "$ref" : "#/components/schemas/commonKeys" }, { "type" : [ "object" ], "properties" : { "subCategory" : { "type" : [ "string", "null" ], "x-dynamic-enum" : true, "pattern" : "[0-9a-zA-Z_\\-\\.\\$@\\?\\:\\/\\!\\P{InBasicLatin}\\s()]+" }, "cf" : { "type" : [ "object", "null" ], "additionalProperties" : false, "patternProperties" : { "([0-9a-zA-Z_\\-\\.\\$@\\?\\,\\:\\'\\/\\!\\P{InBasicLatin}\\s])+" : { "type" : [ "string", "integer", "null" ], "maxLength" : 255, "minLength" : 0, "pattern" : "([0-9a-zA-Z_\\-\\.\\$@\\?\\,\\:\\'\\/\\!\\P{InBasicLatin}\\s])+" } } }, "customFields" : { "type" : [ "object", "null" ], "additionalProperties" : false, "patternProperties" : { "([0-9a-zA-Z_\\-\\.\\$@\\?\\,\\:\\'\\/\\!\\P{InBasicLatin}\\s])+" : { "type" : [ "string", "integer", "null" ], "maxLength" : 255, "minLength" : 0, "pattern" : "([0-9a-zA-Z_\\-\\.\\$@\\?\\,\\:\\'\\/\\!\\P{InBasicLatin}\\s])+" } } }, "description" : { "type" : [ "string", "null" ], "maxLength" : 65535 }, "classification" : { "type" : [ "string", "null" ], "x-dynamic-enum" : true, "pattern" : "[0-9a-zA-Z_\\-\\.\\$@\\?\\:\\/\\!\\P{InBasicLatin}\\s()]+" }, "category" : { "type" : [ "string", "null" ], "x-dynamic-enum" : true, "pattern" : "[0-9a-zA-Z_\\-\\.\\$@\\?\\:\\/\\!\\P{InBasicLatin}\\s()]+" }, "status" : { "type" : [ "string" ], "x-dynamic-enum" : true, "pattern" : "[0-9a-zA-Z_\\-\\.\\$@\\?\\:\\/\\!\\P{InBasicLatin}\\s()]+" }, "sourceTicket" : { "type" : [ "object", "null" ], "additionalProperties" : false, "description" : "Only a locked ticket can be specified as the source ticket for the followup ticket.", "properties" : { "id" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } } } }, "additionalProperties" : false } ] }, "ticketResponse" : { "additionalProperties" : false, "allOf" : [ { "$ref" : "#/components/schemas/commonJson" }, { "type" : [ "object" ], "properties" : { "entitySkills" : { "type" : [ "array", "null" ], "items" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "uniqueItems" : false }, "modifiedTime" : { "type" : [ "string" ], "pattern" : "(((19|20)\\d\\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\\d]{0,3})?(Z))" }, "ticketNumber" : { "type" : [ "string", "integer" ], "format" : "int32", "pattern" : "([0-9]+)" }, "statusType" : { "type" : [ "string" ], "enum" : [ "Open", "Closed", "On Hold" ] }, "isArchived" : { "type" : [ "boolean" ] }, "departmentId" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)", "description" : "ID of the department to associate the ticket" }, "onholdTime" : { "type" : [ "string", "null" ], "pattern" : "(((19|20)\\d\\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\\d]{0,3})?(Z))" }, "source" : { "$ref" : "#/components/schemas/channelSource" }, "resolution" : { "type" : [ "string", "null" ], "maxLength" : 65535, "minLength" : 0, "description" : "Resolution notes of the ticket" }, "closedTime" : { "type" : [ "string", "null" ], "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))", "description" : "Time of closing the ticket" }, "approvalCount" : { "type" : [ "string", "integer" ], "format" : "int32", "pattern" : "([0-9]+)", "description" : "Number of approvals associated with the ticket" }, "timeEntryCount" : { "type" : [ "string", "integer" ], "format" : "int32", "pattern" : "([0-9]+)", "description" : "Number of time entries recorded in the ticket" }, "isOverDue" : { "type" : [ "boolean" ] }, "channelRelatedInfo" : { "$ref" : "#/components/schemas/channelRelatedInfo" }, "isDeleted" : { "type" : [ "boolean" ], "description" : "Indicates whether the ticket has been deleted Possible values: true: Ticket is deleted false: Ticket is not deleted" }, "isTrashed" : { "type" : [ "boolean" ], "description" : "Indicates whether the ticket is in the trash Possible values: true: Ticket has been moved to trash false: Ticket is not in trash" }, "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" ], "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))", "description" : "Time when the ticket was created" }, "modifiedBy" : { "type" : [ "string", "integer", "null" ], "format" : "int64", "pattern" : "([0-9]+)" }, "id" : { "type" : [ "string", "integer" ], "description" : "ID of the ticket", "format" : "int64", "pattern" : "([0-9]+)" }, "isResponseOverdue" : { "type" : [ "boolean" ] }, "channelCode" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0 }, "customerResponseTime" : { "type" : [ "string", "null" ], "description" : "Time of receiving customer response", "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", "integer", "null" ], "format" : "int32", "pattern" : "([0-9]+)", "description" : "Number of threads associated in the ticket" }, "secondaryContacts" : { "type" : [ "array", "null" ], "items" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "uniqueItems" : false }, "commentCount" : { "type" : [ "string", "integer" ], "description" : "Number of comments in the ticket", "format" : "int32", "pattern" : "([0-9]+)" }, "accountId" : { "type" : [ "string", "integer", "null" ], "format" : "int64", "pattern" : "([0-9]+)" }, "taskCount" : { "type" : [ "string", "integer" ], "format" : "int32", "pattern" : "([0-9]+)", "description" : "Number of tasks associated with the ticket" }, "teamId" : { "type" : [ "string", "integer", "null" ], "format" : "int64", "pattern" : "([0-9]+)", "description" : "ID of the team to assign the ticket" }, "attachmentCount" : { "type" : [ "string", "integer", "null" ], "format" : "int32", "pattern" : "([0-9]+)", "description" : "Number of attachments in the ticket" }, "isEscalated" : { "type" : [ "boolean" ] }, "isSpam" : { "type" : [ "boolean" ] }, "slaId" : { "type" : [ "string", "integer", "null" ], "format" : "int64", "pattern" : "([0-9]+)" }, "contactId" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)", "description" : "ID of the contact who raised the ticket" }, "sharedDepartments" : { "$ref" : "#/components/schemas/sharedDepartmentsWithNameArr" }, "layoutId" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)", "description" : "Layout ID of Ticket" }, "layoutDetails" : { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "id" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "layoutName" : { "type" : [ "string" ], "maxLength" : 120, "minLength" : 0, "pattern" : "([0-9a-zA-Z_\\-\\.\\$@\\?\\,\\:\\'\\/\\!\\P{InBasicLatin}\\s])+" } }, "required" : [ "id", "layoutName" ] }, "webUrl" : { "type" : [ "string" ], "maxLength" : 500, "minLength" : 0, "pattern" : "(^(ht|f)tp(s?)\\://[-.\\w]*(/?)([a-zA-Z0-9\\-\\.\\?\\,\\:\\'/\\\\+=&%\\$#_@]*)?$)" }, "sourceTicket" : { "type" : [ "object", "null" ], "additionalProperties" : false, "description" : "The source ticket for this operation. Only a locked ticket can be specified as the source ticket.", "properties" : { "id" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "subject" : { "type" : [ "string", "null" ], "maxLength" : 1000, "minLength" : 0 } } }, "lockedTime" : { "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))", "description" : "Time at which the ticket was locked" } }, "required" : [ "webUrl", "accountId", "approvalCount", "attachmentCount", "channelCode", "channelRelatedInfo", "closedTime", "commentCount", "createdTime", "customerResponseTime", "departmentId", "entitySkills", "id", "isArchived", "isDeleted", "isEscalated", "isOverDue", "isResponseOverdue", "isSpam", "isTrashed", "modifiedBy", "modifiedTime", "lockedTime", "onholdTime", "resolution", "responseDueDate", "secondaryContacts", "source", "statusType", "taskCount", "teamId", "threadCount", "ticketNumber", "timeEntryCount", "contactId", "layoutDetails", "layoutId", "sharedDepartments", "slaId" ], "additionalProperties" : false } ] }, "account" : { "type" : [ "object", "null" ], "additionalProperties" : false, "properties" : { "website" : { "type" : [ "string", "null" ], "maxLength" : 120, "minLength" : 0 }, "accountName" : { "type" : [ "string", "null" ], "maxLength" : 200, "minLength" : 0 }, "id" : { "type" : [ "string", "integer", "null" ], "format" : "int64", "pattern" : "([0-9]+)" } }, "required" : [ "accountName", "id", "website" ] }, "contact" : { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "lastName" : { "type" : [ "string" ], "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", "integer", "null" ], "format" : "int64", "pattern" : "([0-9]+)" }, "type" : { "type" : [ "string", "null" ], "x-dynamic-enum" : true }, "email" : { "type" : [ "string", "null" ], "maxLength" : 255, "minLength" : 0, "pattern" : "^[\\p{L}\\p{M}\\p{N}\\_]([\\p{L}\\p{M}\\p{N}\\_\\+\\-\\.\\'&\\!\\~]*)@(?=.{4,256}$)(([\\p{L}\\p{N}\\p{M}]+)(([\\-\\_]*[\\p{L}\\p{N}\\p{M}])*)[\\.])+[\\p{L}\\p{M}]{2,22}$" }, "account" : { "$ref" : "#/components/schemas/account" } }, "required" : [ "account", "email", "firstName", "id", "lastName", "mobile", "phone", "type" ] }, "lastThread" : { "type" : [ "object", "null" ], "additionalProperties" : false, "properties" : { "channel" : { "type" : [ "string", "null" ], "x-dynamic-enum" : true }, "isDraft" : { "type" : [ "boolean", "null" ] }, "isForward" : { "type" : [ "boolean", "null" ] }, "direction" : { "type" : [ "string", "null" ], "enum" : [ "in", "out" ] } }, "required" : [ "channel", "direction", "isDraft", "isForward" ] }, "listviewCommonJson" : { "additionalProperties" : false, "allOf" : [ { "$ref" : "#/components/schemas/commonKeys" }, { "type" : [ "object" ], "properties" : { "ticketNumber" : { "type" : [ "string", "integer", "null" ], "format" : "int32", "pattern" : "([0-9]+)" }, "sentiment" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0, "pattern" : "(POSITIVE|NEUTRAL|NEGATIVE)", "description" : "Indicates whether the customer's overall tone in the ticket is positive, negative, or neutral. Possible values: Positive - The customer expresses a positive or satisfied tone. Negative - The customer expresses a negative, dissatisfied, or frustrated tone. Neutral - The customer expresses neither a clearly positive nor negative tone. null - Returned when the ticket sentiment feature is disabled for the organization or the specific department." }, "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" ] }, "relationshipType" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0 }, "contactId" : { "type" : [ "string", "integer", "null" ], "format" : "int64", "pattern" : "([0-9]+)" }, "isArchived" : { "type" : [ "boolean", "null" ] }, "departmentId" : { "type" : [ "string", "integer", "null" ], "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", "integer", "null" ], "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", "integer", "null" ], "format" : "int32", "pattern" : "([0-9]+)" }, "accountId" : { "type" : [ "string", "integer", "null" ], "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\\-\\.\\?\\,\\:\\'/\\\\+=&%\\$#_@]*)?$)" }, "teamId" : { "type" : [ "string", "integer", "null" ], "format" : "int64", "pattern" : "([0-9]+)" }, "createdTime" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0, "pattern" : "(((19|20)\\d\\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\\d]{0,3})?(Z))" }, "id" : { "type" : [ "string", "integer", "null" ], "format" : "int64", "pattern" : "([0-9]+)" }, "isSpam" : { "type" : [ "boolean", "null" ] }, "status" : { "type" : [ "string", "null" ], "x-dynamic-enum" : true }, "channelCode" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0 }, "lockedTime" : { "type" : [ "string", "null" ], "maxLength" : 100, "minLength" : 0, "pattern" : "(((19|20)\\d\\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\\d]{0,3})?(Z))", "description" : "Time at which the ticket was locked" } }, "required" : [ "accountId", "channelCode", "closedTime", "commentCount", "contactId", "createdTime", "customerResponseTime", "departmentId", "id", "isArchived", "isSpam", "lastThread", "lockedTime", "onholdTime", "relationshipType", "responseDueDate", "sentiment", "source", "status", "statusType", "teamId", "threadCount", "ticketNumber", "webUrl", "dueDate" ], "additionalProperties" : false } ] }, "listviewJson" : { "additionalProperties" : false, "allOf" : [ { "$ref" : "#/components/schemas/listviewCommonJson" }, { "type" : [ "object" ], "properties" : { "subCategory" : { "type" : [ "string", "null" ], "x-dynamic-enum" : true }, "category" : { "type" : [ "string", "null" ], "x-dynamic-enum" : true }, "layoutId" : { "type" : [ "string", "integer", "null" ], "format" : "int64", "pattern" : "([0-9]+)" } }, "required" : [ "category", "layoutId", "subCategory" ], "additionalProperties" : false } ] }, "channelList" : { "type" : [ "array", "null" ], "items" : { "type" : [ "string", "null" ], "x-dynamic-enum" : true } }, "getUnassignedTicketsCount" : { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "onholdCount" : { "type" : [ "string", "integer" ], "format" : "int32", "pattern" : "([0-9]+)" }, "dueIn1HrCount" : { "type" : [ "string", "integer" ], "format" : "int32", "pattern" : "([0-9]+)" }, "overDueCount" : { "type" : [ "string", "integer" ], "format" : "int32", "pattern" : "([0-9]+)" }, "openCount" : { "type" : [ "string", "integer" ], "format" : "int32", "pattern" : "([0-9]+)" } }, "required" : [ "dueIn1HrCount", "onholdCount", "openCount", "overDueCount" ] }, "agentWiseTicketCount" : { "additionalProperties" : false, "allOf" : [ { "$ref" : "#/components/schemas/getUnassignedTicketsCount" }, { "type" : [ "object" ], "properties" : { "agentId" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, "required" : [ "agentId" ], "additionalProperties" : false } ] }, "getAgentsTicketCountList" : { "type" : [ "array" ], "items" : { "$ref" : "#/components/schemas/agentChannelWiseTicketsCount" } }, "agentChannelWiseTicketsCount" : { "additionalProperties" : false, "allOf" : [ { "$ref" : "#/components/schemas/agentWiseTicketCount" }, { "type" : [ "object" ], "properties" : { "channel" : { "$ref" : "#/components/schemas/channelList" }, "isOnline" : { "type" : [ "boolean" ] } }, "required" : [ "isOnline" ], "additionalProperties" : false } ] }, "long_array" : { "type" : [ "array" ], "items" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, "data" : { "type" : [ "array" ], "items" : { "$ref" : "#/components/schemas/listviewJson" } }, "pagination" : { "type" : [ "object", "null" ], "additionalProperties" : false, "properties" : { "next" : { "type" : [ "string", "null" ], "maxLength" : 1000, "minLength" : 0, "pattern" : "([a-zA-Z0-9]+)" }, "prev" : { "type" : [ "string", "null" ], "maxLength" : 1000, "minLength" : 0, "pattern" : "([a-zA-Z0-9]+)" } }, "required" : [ "next", "prev" ] }, "ticketListViewArray" : { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "data" : { "$ref" : "#/components/schemas/data" } }, "required" : [ "data" ] }, "agentsHandled" : { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "handlingTime" : { "type" : [ "string" ], "maxLength" : 100, "minLength" : 0 }, "agentId" : { "type" : [ "string", "integer", "null" ], "format" : "int64", "pattern" : "([0-9]+)" }, "agentName" : { "type" : [ "string" ], "maxLength" : 50, "minLength" : 0 } }, "required" : [ "agentId", "agentName", "handlingTime" ] }, "agentsHandledData" : { "type" : [ "array", "null" ], "items" : { "$ref" : "#/components/schemas/agentsHandled" } }, "stagingJson" : { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "handledTime" : { "type" : [ "string" ], "maxLength" : 100, "minLength" : 0 }, "status" : { "type" : [ "string" ], "x-dynamic-enum" : true } }, "required" : [ "handledTime", "status" ] }, "stagingData" : { "type" : [ "array", "null" ], "items" : { "$ref" : "#/components/schemas/stagingJson" } }, "mergeFieldJson" : { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "entitySkills" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "subCategory" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "cf" : { "type" : [ "object" ], "additionalProperties" : false, "patternProperties" : { "([0-9a-zA-Z_\\-\\.\\$@\\?\\,\\:\\'\\/\\!\\P{InBasicLatin}\\s])+" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } } }, "productId" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "contactId" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "subject" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "customFields" : { "type" : [ "object" ], "additionalProperties" : false, "patternProperties" : { "([0-9a-zA-Z_\\-\\.\\$@\\?\\,\\:\\'\\/\\!\\P{InBasicLatin}\\s])+" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } } }, "dueDate" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "channel" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "description" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "secondaryContacts" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "priority" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "classification" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "assigneeId" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "resolution" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "phone" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "category" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "email" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "status" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "language" : { "type" : [ "string", "integer", "null" ], "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" ] }, "resolutionResponseData" : { "type" : [ "array" ], "items" : { "$ref" : "#/components/schemas/resolutionResponse" } }, "listViewData" : { "type" : [ "array", "null" ], "items" : { "$ref" : "#/components/schemas/listviewCommonJson" } } }, "requestBodies" : { "ticketIdListRequest" : { "content" : { "application/json" : { "schema" : { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "ticketIds" : { "$ref" : "#/components/schemas/long_array" } }, "required" : [ "ticketIds" ] }, "examples" : { "Valid requestBody Definitions" : { "value" : { "ticketIds" : [ "2000032002032" ] } } } } } }, "tickets_massupdate" : { "content" : { "application/json" : { "schema" : { "$ref" : "#/components/schemas/bulkUpdateRequest" }, "examples" : { "Valid requestBody Definitions" : { "value" : { "fieldName" : "subject", "isCustomField" : false, "ids" : [ "1892000000093303", "1892000000085009", "1892000000050003" ], "fieldValue" : "Ticket for support" } } } } } }, "moveTicketRequest" : { "content" : { "application/json" : { "schema" : { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "departmentId" : { "type" : [ "string", "integer" ], "format" : "int64", "description" : "ID of the department to move the ticket", "pattern" : "([0-9]+)" }, "forumId" : { "type" : [ "string", "integer" ], "format" : "int64", "description" : "ID of the community sub-category to move the forum ticket (forum topic converted into a ticket).", "pattern" : "([0-9]+)" } }, "required" : [ ] }, "examples" : { "Valid requestBody Definitions" : { "value" : { "departmentId" : "1892000000082069", "forumId" : "1892000000052355" } } } } } }, "mergeTicketRequest" : { "content" : { "application/json" : { "schema" : { "type" : [ "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" } } } } } } }, "deleteAllSpamRequest" : { "content" : { "application/json" : { "schema" : { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "departmentId" : { "type" : [ "string", "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" } } } } } }, "markTicketAsSpamRequest" : { "content" : { "application/json" : { "schema" : { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "ids" : { "$ref" : "#/components/schemas/long_array" }, "isSpam" : { "type" : [ "boolean" ], "description" : "Marks or unmarks a ticket as spam. Possible values: true = mark as spam false = unmark as spam" }, "contactSpam" : { "type" : [ "boolean" ], "description" : "Marks or unmarks the associated contact as spam Possible values: true = mark as spam false = unmark as spam" }, "handleExistingTickets" : { "type" : [ "boolean" ], "description" : "Marks or unmarks other tickets from the same contact as spam Possible values: true = mark as spam false = unmark as spam" } }, "required" : [ "ids", "isSpam" ] }, "examples" : { "Valid requestBody Definitions" : { "value" : { "contactSpam" : "true", "handleExistingTickets" : "true", "ids" : [ "1000000121176", "1000000016435", "1000000016435" ], "isSpam" : "true" } } } } } }, "createTicketRequest" : { "content" : { "application/json" : { "schema" : { "additionalProperties" : false, "allOf" : [ { "$ref" : "#/components/schemas/commonJson" }, { "type" : [ "object" ], "properties" : { "phone" : { "type" : [ "string" ], "pattern" : "[0-9a-zA-Z_\\+\\-\\.\\$@\\?\\,\\;\\:\\'\\/\\!\\P{InBasicLatin}\\s]+" }, "contactId" : { "type" : [ "string", "integer" ], "format" : "int64", "description" : "ID of the contact Note: The contactId is mandatory for creating a ticket. If the contact does not already exist, include the contact JSON object to create the contact during ticket creation.", "pattern" : "([0-9]+)" }, "departmentId" : { "type" : [ "string", "integer" ], "format" : "int64", "description" : "ID of the department to associate the ticket", "pattern" : "([0-9]+)" }, "contact" : { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "lastName" : { "type" : [ "string" ], "description" : "Last name of the contact", "maxLength" : 200, "minLength" : 0 }, "email" : { "type" : [ "string" ], "description" : "Email ID of the contact", "maxLength" : 255, "minLength" : 0, "pattern" : "^[a-zA-Z0-9\\_]([a-zA-Z0-9\\_\\+\\-\\.\\'\\&\\~]*)@(?=.{4,256}$)(([a-zA-Z0-9]+)(([\\-\\_]*[a-zA-Z0-9])*)[\\.])+[a-zA-Z]{2,22}$" }, "firstName" : { "type" : [ "string", "null" ], "description" : "First name of the contact", "maxLength" : 100 } }, "required" : [ "email", "lastName" ] }, "accountId" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)", "maxLength" : 350 }, "uploads" : { "type" : [ "array" ], "items" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, "resolution" : { "type" : [ "string" ], "maxLength" : 65535 }, "responseDueDate" : { "type" : [ "string" ], "enum" : [ "null" ], "pattern" : "(null)" }, "webUrl" : { "type" : [ "string" ], "pattern" : "(^(ht|f)tp(s?)\\:\\/\\/[0-9a-zA-Z][-.\\w]*(:[0-9])*(\\/?)([a-zA-Z0-9\\-\\.\\?\\,|\\:\\'\\/\\\\\\+=&%\\$#_\\[\\]@!\\(\\)\\*;~]*)?$)|[*]", "x-regex-name" : "url_regex", "maxLength" : 5000 }, "sharedDepartments" : { "type" : [ "array" ], "items" : { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "id" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)", "description" : "Id of the shared department" }, "type" : { "type" : [ "string" ], "enum" : [ "READ_ONLY", "READ_WRITE", "RESTRICTED_ACCESS" ], "description" : "Sharing type. Allowed values: READ_ONLY, READ_WRITE, RESTRICTED_ACCESS" } }, "required" : [ "id", "type" ] }, "minItems" : 0, "maxItems" : 10 }, "teamId" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]*|null|undefined)", "x-regex-name" : "long_null" }, "secondaryContacts" : { "type" : [ "array" ], "items" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "maxLength" : 500, "minItems" : 0, "maxItems" : 20 }, "entitySkills" : { "type" : [ "array" ], "items" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "maxLength" : 500, "minItems" : 0, "maxItems" : 10 }, "ticketCreationType" : { "type" : [ "string" ], "enum" : [ "sendAsEmail", "clone" ], "maxItems" : 1 }, "clonedTicketId" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "layoutId" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "parentTicket" : { "type" : [ "object" ], "properties" : { "id" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } } }, "sourceTicket" : { "type" : [ "object" ], "description" : "The source ticket for this operation. Only a locked ticket can be specified as the source ticket.", "properties" : { "id" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, "required" : [ "id" ] }, "blueprint" : { "type" : [ "object" ], "description" : "Blueprint associated with the ticket", "additionalProperties" : true, "properties" : { "id" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "state" : { "type" : [ "object" ], "properties" : { "type" : { "type" : [ "string" ], "description" : "State type" }, "id" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)", "description" : "State id" }, "dueDate" : { "type" : [ "string" ], "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))", "description" : "State due date" } } }, "transitions" : { "type" : [ "array" ], "items" : { "type" : [ "object" ], "properties" : { "id" : { "type" : [ "string", "integer" ], "pattern" : "([0-9]+)", "description" : "Transition id", "format" : "int64" }, "name" : { "type" : [ "string" ], "description" : "Transition name", "maxLength" : 500 }, "owners" : { "type" : [ "array" ], "description" : "Transition owners", "minItems" : 1, "maxItems" : 4, "items" : { "type" : [ "object" ], "properties" : { "departmentId" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)", "description" : "ID of the department to which the owner belongs" }, "deptSharingType" : { "type" : [ "string" ], "description" : "Sharing type", "enum" : [ "NO_SHARING", "READ_ONLY", "READ_WRITE", "RESTRICTED_ACCESS" ] }, "agentIds" : { "type" : [ "array" ], "description" : "IDs of the agents who are the owners of the transition", "minItems" : 1, "maxItems" : 10, "items" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, "teamIds" : { "type" : [ "array" ], "description" : "IDs of the teams who are the owners of the transition", "minItems" : 1, "maxItems" : 10, "items" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } } } } } } } } } } }, "required" : [ "departmentId", "contactId" ], "additionalProperties" : false } ] }, "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 5550100123", "category" : "general", "email" : "carol@zylker.com", "status" : "Open" } } } } } }, "closeTicketInput" : { "content" : { "application/json" : { "schema" : { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "ids" : { "$ref" : "#/components/schemas/long_array" } }, "required" : [ "ids" ] }, "examples" : { "Valid requestBody Definitions" : { "value" : { "ids" : [ "1892000000093303", "1892000000085009", "1892000000050003" ] } } } } } }, "updateTicketRequest" : { "content" : { "application/json" : { "schema" : { "additionalProperties" : false, "allOf" : [ { "$ref" : "#/components/schemas/commonJson" }, { "type" : [ "object" ], "properties" : { "contactId" : { "type" : [ "string", "integer" ], "format" : "int64", "description" : "ID of the contact Note: The contactId is mandatory for creating a ticket. If the contact does not already exist, include the contact JSON object to create the contact during ticket creation.", "pattern" : "([0-9]+)" }, "resolution" : { "type" : [ "string" ], "description" : "Resolution notes of the ticket", "maxLength" : 65535, "minLength" : 0 }, "sharedDepartments" : { "type" : [ "array" ], "items" : { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "id" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "type" : { "type" : [ "string" ], "enum" : [ "READ_ONLY", "READ_WRITE", "RESTRICTED_ACCESS" ] } }, "required" : [ "id", "type" ] }, "uniqueItems" : false }, "uploads" : { "type" : [ "array" ], "items" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "uniqueItems" : false }, "departmentId" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "contact" : { "type" : [ "object" ], "properties" : { "firstName" : { "type" : [ "string" ], "maxLength" : 100 }, "lastName" : { "type" : [ "string" ], "maxLength" : 200 }, "email" : { "type" : [ "string" ], "pattern" : "^[\\p{L}\\p{M}\\p{N}\\_]([\\p{L}\\p{M}\\p{N}\\_\\+\\-\\.\\'&\\!\\~]*)@(?=.{4,256}$)(([\\p{L}\\p{N}\\p{M}]+)(([\\-\\_]*[\\p{L}\\p{N}\\p{M}])*)[\\.])+[\\p{L}\\p{M}]{2,22}$", "x-regex-name" : "emailDesk", "maxLength" : 255 }, "phone" : { "type" : [ "string" ], "pattern" : "[0-9a-zA-Z_\\+\\-\\.\\$@\\?\\,\\;\\:\\'\\/\\!\\P{InBasicLatin}\\s]+", "x-regex-name" : "inv_clrtxtpatrn_phone", "maxLength" : 100 } }, "maxLength" : 1000 }, "accountId" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)", "maxLength" : 350 }, "responseDueDate" : { "type" : [ "string" ], "enum" : [ "null" ] }, "webUrl" : { "type" : [ "string" ], "pattern" : "(^(ht|f)tp(s?)\\:\\/\\/[0-9a-zA-Z][-.\\w]*(:[0-9])*(\\/?)([a-zA-Z0-9\\-\\.\\?\\,|\\:\\'\\/\\\\\\+=&%\\$#_\\[\\]@!\\(\\)\\*;~]*)?$)|[*]", "x-regex-name" : "url_regex", "maxLength" : 5000 }, "teamId" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]*|null|undefined)", "x-regex-name" : "long_null" }, "secondaryContacts" : { "type" : [ "array" ], "items" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "maxLength" : 500, "minItems" : 0, "maxItems" : 20 }, "entitySkills" : { "type" : [ "array" ], "items" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "maxLength" : 500, "minItems" : 0, "maxItems" : 10 }, "ticketCreationType" : { "type" : [ "string" ], "enum" : [ "sendAsEmail", "clone" ], "maxItems" : 1 }, "clonedTicketId" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "layoutId" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" }, "parentTicket" : { "type" : [ "object" ], "properties" : { "id" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } } }, "sourceTicket" : { "type" : [ "object" ], "description" : "The source ticket for this operation. Only a locked ticket can be specified as the source ticket.", "properties" : { "id" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, "required" : [ "id" ] } }, "additionalProperties" : false } ] }, "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 5550100123", "category" : "general", "email" : "carol@zylker.com", "status" : "Open" } } } } } }, "resolutionRequestBody" : { "content" : { "application/json" : { "schema" : { "$ref" : "#/components/schemas/resolutionRequest" }, "examples" : { "Valid requestBody Definitions" : { "value" : { "isNotifyContact" : false, "content" : "test resolution API" } } } } } } }, "responses" : { "ticketResolutionResponse" : { "description" : "Get Resolution API response", "content" : { "application/json" : { "schema" : { "$ref" : "#/components/schemas/resolutionResponse" }, "examples" : { "Valid responses Definitions" : { "value" : { "modifiedTime" : 1449878400000, "author" : { "firstName" : "saran", "lastName" : "raj", "photoURL" : "https://desk.zoho.com/api/v1/agent/160200000000068005/photo", "id" : 160200000000068000, "email" : "carol@zylker.com" }, "content" : "test resolution API" } } } } } }, "getAgentsTicketCountResponse" : { "description" : "getAgentsTicketCountResponse template definitions", "content" : { "application/json" : { "schema" : { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "data" : { "$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 } ] } } } } } }, "getTicketResponse" : { "description" : "getTicketResponse template definitions", "content" : { "application/json" : { "schema" : { "allOf" : [ { "$ref" : "#/components/schemas/ticket_detail_response" }, { "$ref" : "#/components/schemas/single_ticket_include_response" } ] }, "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 5550100123", "mobile" : "+1 5550100123", "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 5550100123", "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=123456", "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=123456" }, "assigneeId" : "1892000000056007", "teamId" : "8920000000069071", "contractId" : null, "tagCount" : "2", "attachmentCount" : "1", "isEscalated" : false, "category" : "general" } } } } } }, "ticketListViewArray" : { "description" : "ticketListViewArray template definitions", "content" : { "application/json" : { "schema" : { "allOf" : [ { "$ref" : "#/components/schemas/list_tickets_include_response" }, { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "data" : { "$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=123456" }, "priority" : "Medium", "assigneeId" : "1892000000042001", "commentCount" : "0", "accountId" : "189200000005345", "phone" : "+1 5550100123", "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" } ] } } } } } }, "getRequestsCount" : { "description" : "getRequestsCount template definitions", "content" : { "application/json" : { "schema" : { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "count" : { "type" : [ "string", "integer" ], "format" : "int64", "pattern" : "([0-9]+)" } }, "required" : [ "count" ] }, "examples" : { "Valid responses Definitions" : { "value" : { "count" : "2" } } } } } }, "archivedTicketListResponse" : { "description" : "archivedTicketListResponse template definitions", "content" : { "application/json" : { "schema" : { "allOf" : [ { "$ref" : "#/components/schemas/list_tickets_include_response" }, { "additionalProperties" : false, "allOf" : [ { "$ref" : "#/components/schemas/ticketListViewArray" }, { "type" : [ "object" ], "properties" : { "pagination" : { "$ref" : "#/components/schemas/pagination" } }, "required" : [ "pagination" ], "additionalProperties" : false } ] } ] }, "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" : "+1 5550100123", "webUrl" : "https://desk.zoho.com/support/arunasales/ShowHomePage.do#Cases/dv/5853000001102037", "teamId" : null, "isSpam" : false, "category" : null, "status" : "Closed" } ] } } } } } }, "getTicketMetrics" : { "description" : "getTicketMetrics template definitions", "content" : { "application/json" : { "schema" : { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "firstResponseTime" : { "type" : [ "string" ], "maxLength" : 100, "minLength" : 0 }, "reassignCount" : { "type" : [ "string", "integer" ], "format" : "int32", "pattern" : "([0-9]+)" }, "outgoingCount" : { "type" : [ "string", "integer" ], "format" : "int32", "pattern" : "([0-9]+)" }, "threadCount" : { "type" : [ "string", "integer" ], "format" : "int32", "pattern" : "([0-9]+)" }, "totalResponseTime" : { "type" : [ "string" ], "maxLength" : 100, "minLength" : 0 }, "responseCount" : { "type" : [ "string", "integer" ], "format" : "int32", "pattern" : "([0-9]+)" }, "agentsHandled" : { "$ref" : "#/components/schemas/agentsHandledData" }, "resolutionTime" : { "type" : [ "string" ], "maxLength" : 100, "minLength" : 0 }, "stagingData" : { "$ref" : "#/components/schemas/stagingData" }, "reopenCount" : { "type" : [ "string", "integer" ], "format" : "int32", "pattern" : "([0-9]+)" } }, "required" : [ "agentsHandled", "firstResponseTime", "outgoingCount", "reassignCount", "reopenCount", "resolutionTime", "responseCount", "stagingData", "threadCount", "totalResponseTime" ] }, "examples" : { "Valid responses Definitions" : { "value" : { "firstResponseTime" : "01:50 hrs", "reassignCount" : 1, "outgoingCount" : 2, "threadCount" : 2, "totalResponseTime" : "02:50 hrs", "responseCount" : 1, "agentsHandled" : [ { "handlingTime" : "00:50 hrs", "agentId" : 4000000012629, "agentName" : "XXX" }, { "handlingTime" : "01:50 hrs", "agentId" : 4000000080003, "agentName" : "YYY" } ], "resolutionTime" : "02:50 hrs", "stagingData" : [ { "handledTime" : "01:50 hrs", "status" : "Open" }, { "handledTime" : "00:50 hrs", "status" : "onhold" } ], "reopenCount" : 0 } } } } } }, "ticketResponse" : { "description" : "ticketResponse template definitions", "content" : { "application/json" : { "schema" : { "$ref" : "#/components/schemas/ticketResponse" }, "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 5550100123", "webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38", "attachmentCount" : "1", "isEscalated" : false, "isSpam" : false, "category" : "general", "status" : "Open" } } } } } }, "getResolutionHistoryResponse" : { "description" : "getResolutionHistoryResponse template definitions", "content" : { "application/json" : { "schema" : { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "data" : { "$ref" : "#/components/schemas/resolutionResponseData" } }, "required" : [ "data" ] }, "examples" : { "Valid responses Definitions" : { "value" : { "data" : [ { "modifiedTime" : 1449878400000, "author" : { "firstName" : "saran", "lastName" : "raj", "photoURL" : "https://desk.zoho.com/api/v1/agent/160200000000068005/photo", "id" : 160200000000068000, "email" : "carol@zylker.com" }, "content" : "update ticket resolution" }, { "modifiedTime" : 1447286400000, "author" : { "firstName" : "saran", "lastName" : "raj", "photoURL" : "https://desk.zoho.com/api/v1/agent/160200000000068005/photo", "id" : 160200000000068000, "email" : "carol@zylker.com" }, "content" : "add ticket resolution" } ] } } } } } }, "getTicketsByContactResponse" : { "description" : "getTicketsByContactResponse template definitions", "content" : { "application/json" : { "schema" : { "allOf" : [ { "$ref" : "#/components/schemas/get_ticket_by_contact_include_response" }, { "type" : [ "object" ], "additionalProperties" : false, "properties" : { "data" : { "$ref" : "#/components/schemas/listViewData" } }, "required" : [ "data" ] } ] }, "examples" : { "Valid responses Definitions" : { "value" : { "data" : [ { "ticketNumber" : "149", "statusType" : "Open", "subject" : "Hi. There is a sudden delay in the processing of the orders. Check this with high priority", "dueDate" : 1509778989000, "departmentId" : "1892000000006907", "channel" : "Email", "onholdTime" : null, "language" : "English", "closedTime" : null, "createdTime" : 1507813910000, "id" : "18944000000336005", "department" : { "name" : "dasdasdasd", "id" : "1892000000006907" }, "email" : "support@zylker.com", "customerResponseTime" : 1509692589203, "productId" : "18944000000424033", "contactId" : "18944000000421011", "threadCount" : "7", "lastThread" : null, "team" : { "name" : "kjsdfjks", "id" : "8920000000069071", "logoUrl" : "https://desk.zoho.com/api/v1/teams/8920000000069071/logo?orgId=123456" }, "priority" : "Medium", "assigneeId" : "1892000000042001", "commentCount" : "0", "accountId" : "189200000005345", "phone" : "+1 5550100123", "webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/20d7881a46edfcffefe308ab38676ec3e612657a51fd5fbe", "teamId" : "8920000000069071", "isSpam" : false, "assignee" : { "firstName" : "dasca", "lastName" : "vins", "photoURL" : "https://desk.zoho.com/api/v1/agent/1892000000042001/photo", "id" : "1892000000042001", "email" : "jack@zylker.com" }, "status" : "Open" } ] } } } } } } }, "securitySchemes" : { "cookie-auth" : { "$ref" : "./Common.json#/components/securitySchemes/cookie-auth" }, "org-oauth" : { "$ref" : "./Common.json#/components/securitySchemes/org-oauth" }, "iam-oauth2-schema" : { "$ref" : "./Common.json#/components/securitySchemes/iam-oauth2-schema" }, "deprecated-iam-oauth2-schema" : { "$ref" : "./Common.json#/components/securitySchemes/deprecated-iam-oauth2-schema" } } }, "x-entity" : "Ticket" }