Tickets
Compose
POST /rest/tickets/compose.json
Create a ticket object.
Parameters
| Req'd | Field | Type | Notes |
|---|---|---|---|
bcc |
string | ||
bucket_id |
integer | ||
cc |
string | ||
| x | content |
string | |
content_format |
string | markdown for HTML or blank for plaintext |
|
custom_* |
mixed | ||
dont_send |
integer | 0=create/send normally, 1=create ticket without sending |
|
file_id[] |
ids | Upload with attachments | |
| x | group_id |
integer | |
html_template_id |
id | html template | |
org_id |
id | organization | |
owner_id |
id | worker | |
reopen_at |
mixed | unix timestamp or string (e.g. "Friday 2pm", "+2 hours") | |
send_at |
mixed | When the message should be delivered. Defaults to now. Unix timestamp or string (e.g. "Friday 2pm", "+2 hours") |
|
status |
integer | 0=open, 1=waiting, 2=closed, 3=deleted |
|
| x | subject |
string | |
| x | to |
string |
Example
POST /rest/tickets/compose.json
Host: cerb.example
Authorization: Bearer <token>
expand=bucket_,group_,custom_
&group_id=6
&bucket_id=6
&org_id=123
&to=customer@example.com
&cc=cc@example.com
&bcc=bcc@example.com
&subject=Testing compose from API
&content=This is the raw message with an attachment
&status=1
&reopen_at=1712160000
&file_id[]=368
&html_template_id=1
&custom_5=+1 hour
&custom_6=Line 1\nLine 2\nLine 3
&custom_4=Option 3Reply
POST /rest/tickets/reply.json
Reply to a ticket message as a worker.
Parameters
| Req'd | Field | Type | Notes |
|---|---|---|---|
bcc |
string | A comma-separated list of email addresses that will privately receive a copy of this message. | |
bucket_id |
id | Move the ticket to a new bucket | |
cc |
string | A comma-separated list of email addresses that will publicly receive a copy of this message. | |
| x | content |
string | The content of the reply message |
content_format |
string | markdown for HTML or blank for plaintext |
|
custom_* |
mixed | ||
dont_keep_copy |
boolean | Send the reply by email without saving a copy in Cerb: 0=no, 1=yes | |
dont_send |
boolean | Save the reply in Cerb without sending email: 0=no, 1=yes | |
file_id[] |
ids | Upload with attachments | |
group_id |
id | Move the ticket to a new group | |
html_template_id |
id | mail template | |
is_autoreply |
boolean | Automatically include auto-reply mail headers: 0=no, 1=yes | |
is_broadcast |
boolean | Set the broadcast flag: 0=no, 1=yes | |
is_forward |
boolean | Send the message without updating the ticket with the new subject or requesters: 0=no, 1=yes | |
| x | message_id |
id | The ticket message being replied to |
owner_id |
id | Assign the ticket to a worker, or 0 to unassign from the current owner |
|
reopen_at |
mixed | unix timestamp or string (e.g. "Friday 2pm", "+2 hours") | |
send_at |
mixed | When the message should be delivered. Defaults to now. Unix timestamp or string (e.g. "Friday 2pm", "+2 hours") |
|
status |
integer | 0=open, 1=waiting, 2=closed, 3=deleted | |
subject |
string | Update the ticket's subject | |
to |
string | A comma-separated list of email addresses to include as recipients. If blank, it uses the ticket's current requesters | |
worker_id |
id | The specific worker to send the message as. This defaults to the current API user, and can only be changed by administrators |
Example
POST /rest/tickets/reply.json
Host: cerb.example
Authorization: Bearer <token>
expand=bucket_,group_,custom_
&message_id=1024
&content=This is the raw message with an attachment
&bcc=bcc@example.com
&bucket_id=6
&cc=cc@example.com
&custom_4=Option 3
&custom_5=+1 hour
&custom_6=Line 1\nLine 2\nLine 3
&file_id[]=368
&reopen_at=1712160000
&status=1
&subject=Testing compose from API
&to=customer@example.com
&html_template_id=1