GET
, POST
, PATCH
, and DELETE
requests. Request and response bodies are encoded as JSON.
select
query param that takes a comma-separated list of fields to return in the response. Example below:
leftValueFrom
and rightValueFrom
fields.
The βcontextβ depends on the object and the operation. For example, for ticket type field conditions, the context has the following shape:
12345678-1234-1234-1234-123456789abc
set to value-1
.
id
name
imageUrl
primarySupportAssigneeId
primarySupportAssigneeType
secondarySupportAssigneeId
secondarySupportAssigneeType
primarySupportAssignee.id
primarySupportAssignee.name
secondarySupportAssignee.id
secondarySupportAssignee.name
emailsAndDomains
slackChannelIds
slackTeamIds
customFields
supportSteps
createdAt
updatedAt
createdBy
updatedBy
slackChannels.id
slackChannels.name
slackChannels.isPrivate
slackChannels.isShared
slackChannels.archivedAt
slackChannels.slackTeamId
slackTeams.id
slackTeams.name
slackTeams.icon
tags.id
tags.name
externalCrmMetadata
title
, assignedToUserId
and assignedToGroupId
.
name
(required): The name of the automation.description
(optional): A description of the automation.status
(optional): The status of the automation. Defaults to βdraftβ if not provided.trigger
(required): The trigger configuration for the automation.steps
(required): An array of steps that define the automationβs actions.conditions
(optional): Conditions that determine when the automation should run.trigger
field should be an object with a type
property and a data
property. The structure depends on the trigger type:
steps
array should be an object with a type
property and a data
property:
entityId
of the follower to add and the entityType
which is either βuserβ or βgroupβ.
entityId
of the follower to remove.
entityId
of the collaborator to add and the entityType
which is either βuserβ or βgroupβ.
type
field:
type == "slack"
, the conversation will be for communication in Slack. You can choose to post the details either into a DM or into a channel.type == "triage"
, the conversation will be for internal discussion only and there will be no way to communicate with the customer. The triageChannelId
field is required.type == "email"
, the conversation will be continued via email replies. Replies in the thread with /unthread send
appended will be sent to the customer via email. The emailInboxId
field is required. The onBehalfOf
field is used to specify the email address and name of the end user to communicate with.customerId
is provided, the conversation will be linked to the given customer and that customerβs autoresponder and SLA settings will be applied.
Request schema:
json
and the files should be included as additional form fields with the name attachments
and the file as the value. Up to 10 files can be attached to a single conversation and the maximum file size is 20MB. See the following Javascript example for clarification:
status
priority
notes
assignedToUserId
wakeUpAt
snoozedAt
excludeAnalytics
title
lockedAt
customerId
ticketTypeId
ticketTypeFields
submitterUserId
metadata
body
, blocks
or markdown
must be provided.blocks
and body
or markdown
are provided, the blocks
will be appended after the markdown
contenttriageThreadTs
if you want the message to be posted to a triage thread for that conversation rather than being sent to the customer.isPrivateNote
to true
to mark the message as a private note which will post to the Slack thread for the conversation without sending a response back to the customer.onBehalfOf
is provided, the message will be sent as the given user. If not provided, the message will be sent as the Unthread bot.:fileId
can be found in the files
array of the conversation object.
name
, slackChannelId
, autoresponder
, supportSteps
, defaultTriageChannelId
, disableAutomatedTicketing
, primarySupportAssigneeId
, primarySupportAssigneeType
, secondarySupportAssigneeId
, secondarySupportAssigneeType
, replyTimeoutHours
, botHandling
, emailDomains
.
createChannel
flag is set to true
.
query
(required): The string query to search for in the knowledge base.customerId
(optional): The ID of the customer associated with this query.userId
(optional): The ID of the user making the query.conversationId
(optional): The ID of the conversation context for this query.title
(required): The title of the knowledge base article.content
(required): The content of the knowledge base article.url
(optional): The URL associated with this article.userGroupIds
(optional): Array of user group IDs that have access to this article.title
(optional): The updated title of the knowledge base article.content
(optional): The updated content of the knowledge base article.url
(optional): The updated URL associated with this article.userGroupIds
(optional): Updated array of user group IDs that have access to this article.status
(optional): The status of the article, either βactiveβ or βinactiveβ.timezone
field is optional and defaults to βUTCβ.startDate
and endDate
have the following format: β2022-12-31β. The dates are inclusive.dateDimension
specifies the time period in which the data should be grouped.dimensions
is an array of fields to group the data by in addition to the date.filters
allows you to filter the data to specific dimensions. If an array is passed for a given dimension, then it is treated as an OR
.data
object; however, it will be included in the dates
array.dates
is an array of the time periods covered by the query. For grouping by weeks, each value in the array is the first day of the week starting on Monday. For grouping by months, each value in the array is the first day of the month.lookups
contains friendly names for the keys contained in data
. For example, if grouping by customerId
, the lookups would contain a mapping from the customer ID to the customer name.email
(required): The email address of the user to update.slackHandle
(required): The Slack handle of the user to update.name
.
name
[ '93ba5298-a23f-413b-94fe-73e0ab26a816', '7ab46970-19ec-492e-90fe-47a8abc93fec' ]
[ 'ad00e2d0-4ea4-45c4-9b5d-8728f93e51a7', 'e82cde04-0d59-4416-b5da-1f405f6d4ddb' ]
includeExternalUsers
field with a value of true
.
url
and enabled
.
url
and enabled
.