Texa DeskDevelopers

Tickets API · Tickets

Move a ticket to a state

POST/api/v1/accounts/{account_id}/tickets/{number}/state

Into a resolved state, the conversations the person sees are resolved too (unless resolve_conversations is false); meta.left_open counts those outside their view. The type's required fields must be filled first. The customer is told, in the account's wording for state changes.

Authorization

api_access_tokenheaderrequired

A person's access token (Texa Desk, Profile settings → Access token) or an agent bot's token, in the api_access_token header. It acts as that person, with their role's permissions.

Path parameters

account_idintegerrequired

The account's id

numberintegerrequired

The ticket's number, as in its reference AUD-1001

Body application/json

ticket_state_idintegerrequired
resolve_conversationsboolean

Default true.

keep_openarray of integer

Display ids to keep open

Responses

200

The ticket

payloadobject
payload.idinteger
payload.numberinteger
payload.referencestring
payload.titlestring
payload.kindstring

One of: ticket, tracker.

payload.typeobject
payload.type.idinteger
payload.type.namestring
payload.type.iconstring
payload.type.complaintboolean

A complaint

payload.type.sensitiveboolean

Shown to the customer only once they are verified

payload.type.audiencestring

One of: customer, internal.

payload.stateobject
payload.state.idinteger
payload.state.namestring

The state as your team sees it

payload.state.customer_namestring

The state as the customer sees it

payload.state.categorystring

One of: submitted, in_progress, waiting_on_customer, resolved.

payload.state.systemboolean

One of the four states every account has

payload.state.positioninteger
payload.state.archivedboolean
payload.assignee_idinteger
payload.team_idinteger
payload.prioritystring

One of: low, medium, high, urgent.

payload.branch_idinteger
payload.created_viastring

One of: person, texa_ai, rule, inbox, customer, api.

payload.main_conversation_idinteger

The display id of its main conversation

payload.due_atinteger

Unix seconds: when the type's promise is due. Null when the type promises nothing. Overdue means due_at has passed and the category is not resolved

payload.acknowledged_atinteger
payload.resolved_atinteger
payload.customer_wrote_after_resolution_atinteger
payload.created_atinteger
payload.updated_atnumber
payload.reopened_countinteger
payload.conversations_countinteger
payload.open_conversations_countinteger
payload.descriptionstring
payload.custom_attributesobject

The type's fields, by conversation custom attribute key

payload.contactobject

The customer

payload.assigneeobject
payload.teamobject
payload.created_byobject

{type, id, name}; Texa AI is {type: texa_ai, name: Texa AI}

payload.statesarray of object

The states its type allows

payload.states[].idinteger
payload.states[].namestring

The state as your team sees it

payload.states[].customer_namestring

The state as the customer sees it

payload.states[].categorystring

One of: submitted, in_progress, waiting_on_customer, resolved.

payload.states[].systemboolean

One of the four states every account has

payload.states[].positioninteger
payload.states[].archivedboolean
payload.conversationsarray of object

The conversations the person sees

payload.conversations[].idinteger
payload.conversations[].inbox_idinteger
payload.conversations[].inbox_namestring
payload.conversations[].channelstring
payload.conversations[].statusstring
payload.conversations[].mainboolean
payload.hidden_conversations_countinteger

Its conversations outside the person's view

payload.linksarray of object

[{number, reference, title, kind (related, parent, child), state}]

payload.trackerobject
payload.merged_intoobject
payload.tasksarray of object
payload.clocksobject

{extensions [{from, to, reason, at, by}], extensions_left, extension_until, referred_at}

422

Refused, with a sentence to show as it is

errorstring

A sentence in the person's language