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
$postfields = [
array('expand','bucket_,group_,custom_'),
array('group_id','6'),
array('bucket_id','6'),
array('org_id','123'), // optional
array('to','customer@example.com'),
array('cc','cc@example.com'), // optional
array('bcc','bcc@example.com'), // optional
array('subject','Testing compose from API'),
array('content','This is the raw message with an attachment'),
array('status','1'), // 0=open, 1=waiting, 2=closed, 3=deleted
array('reopen_at', strtotime('+1 day')),
array('file_id[]', '368'), // optional, can send multiple instances
array('html_template_id', '1'), // optional
array('custom_5','+1 hour'), // date custom field
array('custom_6',"Line 1\nLine 2\nLine 3"), // multi-line
array('custom_4','Option 3'), // picklist
];
$out = $cerb->post($base_url . 'tickets/compose.json', $postfields);
Reply
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
$postfields = [
array('expand','bucket_,group_,custom_'),
array('message_id','1024'),
array('content','This is the raw message with an attachment'),
array('bcc','bcc@example.com'), // optional
array('bucket_id','6'), // group_id is unnecessary because this is non-zero
array('cc','cc@example.com'), // optional
array('custom_4','Option 3'), // picklist custom field
array('custom_5','+1 hour'), // date custom field
array('custom_6',"Line 1\nLine 2\nLine 3"), // multi-line custom field
array('file_id[]', '368'), // optional, can send multiple instances
array('reopen_at', strtotime('+1 day')),
array('status','1'), // 0=open, 1=waiting, 2=closed, 3=deleted
array('subject','Testing compose from API'), // optional
array('to','customer@example.com'), // optional
array('html_template_id', '1'), // optional
];
$out = $cerb->post($base_url . 'tickets/reply.json', $postfields);