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);