---
updatedAt: 2026-04-20T19:43:50.000Z
agentTools:
projectIndex: https://developers.gorgias.com/llms.txt
---
# Create a ticket
# OpenAPI definition
````json
{
"security": [
{
"basicAuth": []
}
],
"info": {
"description": "The Gorgias REST API. Please go to https://developers.gorgias.com for more details.",
"title": "Gorgias REST API",
"version": "1.0.0"
},
"servers": [
{
"url": "https://{domain}.gorgias.com",
"variables": {
"domain": {
"default": "your-domain"
}
}
}
],
"x-readme": {
"proxy-enabled": false
},
"paths": {
"/api/tickets": {
"post": {
"summary": "Create a ticket",
"operationId": "create-ticket",
"requestBody": {
"required": true,
"content": {
"application/json": {
"schema": {
"$ref": "#/components/schemas/CreateTicket"
}
}
}
},
"responses": {
"201": {
"description": "The created ticket.",
"content": {
"application/json": {
"schema": {
"$ref": "#/components/schemas/Ticket"
},
"examples": {
"responses": {
"value": {
"id": 123,
"assignee_user": null,
"channel": "email",
"closed_datetime": null,
"created_datetime": "2019-07-05T14:42:00.384938",
"customer": {
"id": 3924,
"active": true,
"created_datetime": "2019-04-13T03:27:56.973873",
"customer": {},
"data": {
"city": "San Francisco"
},
"email": "john@example.com",
"external_id": "customer-84203241",
"firstname": "John",
"integrations": {
"6": {
"orders": [
{
"id": 772803526679,
"total_tax": "0.02",
"created_at": "2018-12-04T03:29:37-08:00",
"line_items": [
{
"id": 1760305053719,
"sku": "0987654321",
"name": "Acidulous candy",
"grams": 10,
"price": "0.10",
"title": "acidulous candy",
"taxable": true,
"quantity": 1,
"price_set": {
"shop_money": {
"amount": "0.10",
"currency_code": "USD"
},
"presentment_money": {
"amount": "0.10",
"currency_code": "USD"
}
},
"tax_lines": [
{
"rate": 0.2,
"price": "0.02",
"title": "tva",
"price_set": {
"shop_money": {
"amount": "0.02",
"currency_code": "USD"
},
"presentment_money": {
"amount": "0.02",
"currency_code": "USD"
}
}
}
],
"product_id": 8345093387,
"variant_id": 28442938955,
"total_discount": "0.00",
"requires_shipping": true,
"fulfillment_status": null,
"total_discount_set": {
"shop_money": {
"amount": "0.00",
"currency_code": "USD"
},
"presentment_money": {
"amount": "0.00",
"currency_code": "USD"
}
},
"fulfillment_service": "manual",
"fulfillable_quantity": 1
}
],
"contact_email": "marie@gorgias.io",
"billing_address": {
"zip": "94103",
"city": "SAN FRANCISCO",
"name": "Marie Curie",
"country": "United States",
"address1": "52 Washburn Street",
"address2": "",
"province": "California",
"last_name": "Curie",
"first_name": "Marie",
"country_code": "US",
"province_code": "CA"
}
}
],
"customer": {
"id": 667928133655,
"note": "",
"tags": "",
"email": "marie@gorgias.io",
"first_name": "Marie",
"last_name": "Curie",
"orders_count": 1,
"default_address": {
"id": 707106144279,
"zip": "94103",
"city": "SAN FRANCISCO",
"name": "Marie Curie",
"country": "United States",
"default": true,
"address1": "52 Washburn Street",
"address2": "",
"province": "California",
"last_name": "Curie",
"first_name": "Marie",
"customer_id": 667928133655,
"country_code": "US",
"country_name": "United States",
"province_code": "CA"
}
},
"__integration_type__": "shopify"
}
},
"language": "fr",
"lastname": "Smith",
"meta": {
"position": "engineer"
},
"name": "John Smith",
"note": "Our best customer.",
"timezone": "UTC",
"updated_datetime": "2019-09-25T06:18:22.839271"
},
"events": [
{
"id": 1234,
"uri": "/api/events/1234/",
"context": "dd4ff312-69df-494a-be96-1a58b3d8b8e0",
"created_datetime": "2019-11-16T15:59:41.966927",
"data": null,
"object_id": 123,
"object_type": "Ticket",
"type": "ticket-closed",
"user_id": 123,
"user": {
"id": 3924,
"firstname": "Steve",
"lastname": "Frazeli",
"name": "Steve Frazelli",
"email": "steve@company.com"
}
}
],
"external_id": "RETURN#4213",
"is_unread": true,
"language": "fr",
"last_message_datetime": "2020-02-01T19:12:32.432197",
"last_received_message_datetime": "2020-01-27T10:42:21.468912",
"messages": [
{
"id": 924712,
"uri": "/api/tickets/12/messages/924712/",
"message_id": "<123345676453.2445.234@web>",
"integration_id": 28643,
"rule_id": 89465,
"external_id": "MSG-78545",
"ticket_id": 12,
"channel": "email",
"via": "api",
"source": {
"type": "email",
"from": {
"id": 7,
"name": "Sender Doe",
"address": "sender@gorgias.io"
},
"to": [
{
"id": 8,
"name": "Receiver Doe",
"address": "receiver@gorgias.io"
}
]
},
"subject": "Re:Refund request",
"body_text": "Hello,\n\n I can't place an order on your site, it says: I don't have enough credit.\n How can I add some credits?\n\n Cheers,\n John Doe\n ",
"body_html": "Hello,
\n\n I can't place an order on your site, it says: I don't have enough credit.
\n How can I add some credits?
\n\n Cheers,
\n John Doe\n ",
"stripped_text": null,
"stripped_html": null,
"stripped_signature": null,
"public": true,
"from_agent": true,
"sender": {
"id": 7
},
"receiver": {
"id": 8
},
"attachments": [],
"meta": {},
"headers": {},
"actions": [],
"macros": [
{
"id": 5132
}
],
"created_datetime": "2020-01-27T10:42:21.468912",
"processed_datetime": "2020-01-27T10:42:21.468912",
"opened_datetime": "2019-07-05T15:22:46.472436",
"failed_datetime": null,
"last_sending_error": null,
"deleted_datetime": null,
"replied_by": null,
"replied_to": null
}
],
"meta": {},
"opened_datetime": "2019-07-05T15:22:46.472436",
"satisfaction_survey": {
"id": 1234,
"uri": "/api/satisfaction-surveys/1234/",
"body_text": "Such speed, much pertinent.",
"created_datetime": "2019-11-16T15:59:41.966927",
"customer_id": 120,
"meta": {
"externalData": {
"id": 1234
}
},
"score": 2,
"scored_datetime": "2019-11-25T15:59:41.966927",
"sent_datetime": "2019-11-23T15:59:41.966927",
"should_send_datetime": "2019-11-23T15:59:41.966927",
"ticket_id": 12
},
"snooze_datetime": null,
"spam": false,
"status": "open",
"subject": "Can I get a refund?",
"tags": [
{
"name": "urgent",
"description": "Mark a ticket as urgent",
"usage": 123,
"decoration": {
"color": "#F58D86"
},
"created_datetime": "2020-07-1300:00:00-05:00",
"deleted_datetime": "2020-07-1500:00:00-05:00"
}
],
"trashed_datetime": null,
"updated_datetime": "2020-01-27T10:42:21.932637",
"via": "email",
"uri": "/api/tickets/123/"
}
}
}
}
}
}
},
"tags": [
"Tickets"
]
}
}
},
"tags": [
{
"name": "Tickets"
}
],
"openapi": "3.1.0",
"components": {
"schemas": {
"LegacyChannelSlug": {
"enum": [
"aircall",
"api",
"chat",
"contact_form",
"email",
"facebook",
"facebook-mention",
"facebook-messenger",
"facebook-recommendations",
"help-center",
"instagram-ad-comment",
"instagram-comment",
"instagram-direct-message",
"instagram-mention",
"internal-note",
"phone",
"sms",
"twitter",
"twitter-direct-message",
"whatsapp",
"yotpo-review"
],
"title": "legacy channel slug",
"type": "string"
},
"TicketStatus": {
"enum": [
"open",
"closed"
],
"title": "ticket status",
"type": "string"
},
"TicketVia": {
"enum": [
"aircall",
"api",
"chat",
"contact_form",
"email",
"facebook",
"facebook-mention",
"facebook-messenger",
"facebook-recommendations",
"form",
"gorgias_chat",
"help-center",
"helpdesk",
"instagram",
"instagram-ad-comment",
"instagram-comment",
"instagram-direct-message",
"instagram-mention",
"internal-note",
"offline_capture",
"phone",
"rule",
"self_service",
"shopify",
"sms",
"twilio",
"twitter",
"twitter-direct-message",
"whatsapp",
"yotpo",
"yotpo-review",
"zendesk"
],
"title": "ticket via",
"type": "string"
},
"ManagedTicketFieldType": {
"enum": [
"contact_reason",
"product",
"resolution",
"ai_intent",
"ai_outcome",
"ai_sales",
"ai_discount",
"ai_journey",
"managed_sentiment",
"call_status"
],
"title": "managed ticket field type",
"type": "string"
},
"RequirementType": {
"enum": [
"visible",
"required",
"conditional"
],
"title": "requirement type",
"type": "string"
},
"CreateTicketAssignee": {
"properties": {
"id": {
"description": "ID of the user or team assigned to the ticket",
"title": "id",
"minimum": 0,
"type": "integer"
}
},
"title": "ticket assignee",
"type": "object"
},
"CreateTicketCustomField": {
"additionalProperties": false,
"properties": {
"id": {
"description": "ID of the custom field",
"title": "id",
"type": "integer"
},
"value": {
"description": "Value of the custom field",
"title": "value"
}
},
"required": [
"id",
"value"
],
"title": "ticket custom field",
"type": "object"
},
"CreateTicketCustomer": {
"properties": {
"id": {
"description": "ID of the customer",
"title": "id",
"type": "integer"
},
"email": {
"description": "Primary email of the customer",
"title": "email",
"maxLength": 320,
"type": "string"
},
"name": {
"description": "Name of the customer",
"title": "name",
"type": "string"
}
},
"title": "ticket customer",
"type": "object"
},
"CreateTicketMessage": {
"properties": {
"actions": {
"description": "Actions associated with the message",
"title": "actions",
"items": {
"anyOf": [
{
"type": "string"
},
{
"type": "integer"
},
{
"type": "number"
},
{
"type": "boolean"
},
{
"type": "object"
},
{
"items": {},
"type": "array"
}
]
},
"type": "array"
},
"attachments": {
"description": "Attachments associated with the message",
"title": "attachments",
"items": {
"$ref": "#/components/schemas/CreateTicketMessageAttachment"
},
"type": "array"
},
"body_html": {
"description": "HTML version of the body of the message",
"title": "body html",
"type": "string"
},
"body_text": {
"description": "Text version of the body of the message",
"title": "body text",
"type": "string"
},
"channel": {
"anyOf": [
{
"$ref": "#/components/schemas/LegacyChannelSlug"
},
{
"type": "string"
}
],
"description": "Channel used to send the message",
"title": "channel"
},
"created_datetime": {
"description": "When the message was created",
"title": "created datetime",
"format": "date-time",
"type": "string"
},
"deleted_datetime": {
"description": "When the message was deleted",
"title": "deleted datetime",
"format": "date-time",
"type": "string"
},
"external_id": {
"description": "ID of the message in a foreign system (Aircall, Zendesk, etc...). This field is not used by Gorgias, feel free to set it as you wish.",
"title": "external id",
"maxLength": 255,
"type": "string"
},
"failed_datetime": {
"description": "When the message failed to be sent. Messages that couldn't be sent can be resent.",
"title": "failed datetime",
"format": "date-time",
"type": "string"
},
"from_agent": {
"description": "Whether the message was sent by your company",
"title": "from agent",
"type": "boolean"
},
"headers": {
"description": "Headers of the message",
"title": "headers",
"additionalProperties": {
"anyOf": [
{
"type": "string"
},
{
"type": "integer"
},
{
"type": "number"
},
{
"type": "boolean"
},
{
"type": "object"
},
{
"items": {},
"type": "array"
}
]
},
"type": "object"
},
"integration_id": {
"description": "ID of the Integration used to send the message",
"title": "integration id",
"exclusiveMinimum": 0,
"type": "integer"
},
"last_sending_error": {
"description": "Details of the last error encountered when Gorgias attempted to send the message",
"$ref": "#/components/schemas/CreateTicketMessageLastSendingError"
},
"macros": {
"description": "Macros used to compose the message",
"title": "macros",
"items": {
"$ref": "#/components/schemas/CreateTicketMessageMacro"
},
"type": "array"
},
"message_id": {
"description": "ID of the message on the service that sent the message. It can be the ID of an email, a Messenger message, a Facebook comment, etc...",
"title": "message id",
"type": "string"
},
"meta": {
"description": "Metadata associated with the ticket message. You can use this field to store structured information (key-value data) about the ticket message.",
"$ref": "#/components/schemas/CreateTicketMessageMeta"
},
"opened_datetime": {
"description": "When the message was seen by its recipient",
"title": "opened datetime",
"format": "date-time",
"type": "string"
},
"public": {
"default": true,
"description": "Whether the message is public. Only internal notes are private.",
"title": "public",
"type": "boolean"
},
"sent_datetime": {
"description": "When the message was sent. If omitted, the message will be sent by Gorgias.",
"title": "sent datetime",
"format": "date-time",
"type": "string"
},
"source": {
"description": "Information used to route the message. It contains the names and the addresses of the sender and receivers.",
"$ref": "#/components/schemas/CreateTicketMessageSource"
},
"stripped_html": {
"description": "HTML version of the body of the message without email signatures and previous replies.",
"title": "stripped html",
"type": "string"
},
"stripped_signature": {
"description": "Signature stripped from the body of the message",
"title": "stripped signature",
"type": "string"
},
"stripped_text": {
"description": "Text version of the body of the message without email signatures and previous replies.",
"title": "stripped text",
"type": "string"
},
"subject": {
"description": "Subject of the message",
"title": "subject",
"type": "string"
},
"via": {
"default": "api",
"description": "How the message has been received or sent from Gorgias",
"enum": [
"aircall",
"api",
"chat",
"contact_form",
"email",
"facebook",
"facebook-mention",
"facebook-messenger",
"facebook-recommendations",
"form",
"helpdesk",
"help-center",
"instagram",
"instagram-ad-comment",
"instagram-comment",
"instagram-direct-message",
"instagram-mention",
"internal-note",
"phone",
"rule",
"shopify",
"sms",
"twilio",
"twitter",
"twitter-direct-message",
"whatsapp",
"yotpo",
"yotpo-review",
"zendesk"
],
"type": "string"
},
"mention_ids": {
"description": "List of User IDs to mention along with the internal note.",
"title": "mention ids",
"items": {
"type": "integer"
},
"type": "array"
},
"receiver": {
"description": "Primary receiver of the message. It can be a user or a customer. Optional when the source type is \"internal-note\".",
"$ref": "#/components/schemas/CreateTicketMessageCustomerOrUser"
},
"sender": {
"description": "Person who sent the message. It can be a user or a customer.",
"$ref": "#/components/schemas/CreateTicketMessageCustomerOrUser"
}
},
"required": [
"channel",
"from_agent"
],
"title": "ticket message",
"type": "object"
},
"CreateTicketMessageAttachment": {
"properties": {
"url": {
"format": "uri",
"minLength": 1,
"title": "url",
"type": "string"
},
"name": {
"title": "name",
"type": "string"
},
"size": {
"title": "size",
"type": "integer"
},
"content_type": {
"title": "content type",
"type": "string"
},
"public": {
"default": true,
"title": "public",
"type": "boolean"
},
"extra": {
"anyOf": [
{
"type": "string"
},
{
"type": "integer"
},
{
"type": "number"
},
{
"type": "boolean"
},
{
"type": "object"
},
{
"items": {},
"type": "array"
}
],
"title": "extra"
}
},
"required": [
"url",
"name",
"content_type"
],
"title": "ticket message attachment",
"type": "object"
},
"CreateTicketMessageCustomerChannel": {
"properties": {
"type": {
"title": "type",
"type": "string"
},
"address": {
"title": "address",
"type": "string"
}
},
"required": [
"type",
"address"
],
"title": "ticket message customer channel",
"type": "object"
},
"CreateTicketMessageCustomerOrUser": {
"properties": {
"id": {
"description": "ID of the customer or user",
"title": "id",
"minimum": 0,
"type": "integer"
},
"email": {
"description": "Email of the customer or user",
"title": "email",
"maxLength": 320,
"type": "string"
},
"name": {
"description": "Name of the customer or user",
"title": "name",
"type": "string"
},
"external_id": {
"description": "ID of the customer or user in a foreign system (Aircall, Zendesk, etc...). This field is not used by Gorgias, feel free to set it as you wish.",
"title": "external id",
"type": "string"
},
"note": {
"description": "Note attached to the customer or user",
"title": "note",
"type": "string"
},
"timezone": {
"description": "Timezone of the customer or user",
"title": "timezone",
"type": "string"
},
"language": {
"description": "Language of the customer or user",
"title": "language",
"type": "string"
},
"meta": {
"description": "Metadata associated with the customer or user. You can use this field to store structured information (key-value data) about the customer or user.",
"title": "meta",
"type": "object"
},
"channels": {
"default": [],
"description": "Channels associated with the customer or user",
"items": {
"$ref": "#/components/schemas/CreateTicketMessageCustomerChannel"
},
"title": "channels",
"type": "array"
}
},
"title": "ticket message customer or user",
"type": "object"
},
"CreateTicketMessageLastSendingError": {
"additionalProperties": false,
"properties": {
"error": {
"title": "error",
"type": "string"
}
},
"required": [
"error"
],
"title": "ticket message last sending error",
"type": "object"
},
"CreateTicketMessageMacro": {
"properties": {
"id": {
"exclusiveMinimum": 0,
"title": "id",
"type": "integer"
}
},
"required": [
"id"
],
"title": "ticket message macro",
"type": "object"
},
"CreateTicketMessageSourcePerson": {
"properties": {
"name": {
"title": "name",
"type": "string"
},
"address": {
"title": "address",
"type": "string"
}
},
"title": "ticket message source person",
"type": "object"
},
"CreateTicketTag": {
"properties": {
"name": {
"description": "Name of the tag",
"maxLength": 256,
"minLength": 1,
"title": "name",
"type": "string"
},
"decoration": {
"$ref": "#/components/schemas/CreateTicketTagDecoration"
}
},
"required": [
"name"
],
"title": "ticket tag",
"type": "object"
},
"CreateTicketTagDecoration": {
"additionalProperties": false,
"properties": {
"color": {
"title": "color",
"type": "string"
}
},
"title": "ticket tag decoration",
"type": "object"
},
"TicketMessageSourceType": {
"enum": [
"aircall",
"api",
"app",
"custom-chat",
"chat",
"chat-contact-form",
"chat-offline-capture",
"contact-form",
"email",
"facebook",
"facebook-comment",
"facebook-mention-comment",
"facebook-mention-post",
"facebook-message",
"facebook-messenger",
"facebook-post",
"facebook-review",
"facebook-review-comment",
"form",
"google-business-messages",
"help-center",
"help-center-contact-form",
"helpdesk",
"instagram",
"instagram-ad-comment",
"instagram-ad-media",
"instagram-comment",
"instagram-direct-message",
"instagram-media",
"instagram-mention-comment",
"instagram-mention-media",
"internal-note",
"ottspott-call",
"phone",
"rule",
"self_service",
"shopify",
"sms",
"system-message",
"tiktok-shop",
"twilio",
"twitter-direct-message",
"twitter-mention-tweet",
"twitter-quoted-tweet",
"twitter-tweet",
"whatsapp-message",
"yotpo-review",
"yotpo-review-private-comment",
"yotpo-review-public-comment"
],
"title": "ticket message source type",
"type": "string"
},
"TicketPriority": {
"enum": [
"critical",
"high",
"normal",
"low"
],
"title": "ticket priority",
"type": "string"
},
"CreateTicketMessageMeta": {
"additionalProperties": true,
"properties": {
"relevant_content_indexes": {
"title": "relevant content indexes",
"items": {
"type": "integer"
},
"type": "array"
}
},
"title": "ticket message meta",
"type": "object"
},
"CreateTicketMessageSource": {
"properties": {
"type": {
"$ref": "#/components/schemas/TicketMessageSourceType"
},
"from": {
"$ref": "#/components/schemas/CreateTicketMessageSourcePerson"
},
"to": {
"items": {
"$ref": "#/components/schemas/CreateTicketMessageSourcePerson"
},
"title": "to",
"type": "array"
},
"cc": {
"items": {
"$ref": "#/components/schemas/CreateTicketMessageSourcePerson"
},
"title": "cc",
"type": "array"
},
"bcc": {
"items": {
"$ref": "#/components/schemas/CreateTicketMessageSourcePerson"
},
"title": "bcc",
"type": "array"
},
"extra": {
"anyOf": [
{
"type": "string"
},
{
"type": "integer"
},
{
"type": "number"
},
{
"type": "boolean"
},
{
"type": "object"
},
{
"items": {},
"type": "array"
}
],
"title": "extra"
}
},
"title": "ticket message source",
"type": "object"
},
"CreateTicket": {
"additionalProperties": false,
"properties": {
"assignee_team": {
"description": "Team assigned to the ticket",
"examples": [
{}
],
"$ref": "#/components/schemas/CreateTicketAssignee"
},
"assignee_user": {
"description": "User assigned to this ticket",
"examples": [
{}
],
"$ref": "#/components/schemas/CreateTicketAssignee"
},
"channel": {
"anyOf": [
{
"$ref": "#/components/schemas/LegacyChannelSlug"
},
{
"type": "string"
}
],
"description": "Channel used to initiate the conversation with the customer",
"examples": [
"email"
],
"title": "channel"
},
"closed_datetime": {
"description": "When the ticket was closed",
"title": "closed datetime",
"format": "date-time",
"type": "string"
},
"created_datetime": {
"description": "When the ticket was created",
"title": "created datetime",
"format": "date-time",
"type": "string"
},
"custom_fields": {
"description": "Custom fields associated with the ticket",
"title": "custom fields",
"items": {
"$ref": "#/components/schemas/CreateTicketCustomField"
},
"type": "array"
},
"customer": {
"description": "Customer associated with the ticket",
"$ref": "#/components/schemas/CreateTicketCustomer"
},
"external_id": {
"description": "ID of the ticket in a foreign system. This field is not used by Gorgias, feel free to set it as you wish.",
"title": "external id",
"maxLength": 255,
"type": "string"
},
"from_agent": {
"description": "Whether the first message of the ticket was sent by your company to a customer, or the opposite",
"title": "from agent",
"type": "boolean"
},
"language": {
"description": "Language primarily used in the ticket. The language is automatically detected on the first messages by Gorgias if not set explicitly. Once the language has been set, it won't be updated according to future messages.",
"title": "language",
"type": "string"
},
"last_message_datetime": {
"description": "When the last message was sent",
"title": "last message datetime",
"format": "date-time",
"type": "string"
},
"last_received_message_datetime": {
"description": "When the last customer's message was received",
"title": "last received message datetime",
"format": "date-time",
"type": "string"
},
"messages": {
"description": "Messages of the ticket",
"items": {
"$ref": "#/components/schemas/CreateTicketMessage"
},
"maxItems": 500,
"minItems": 1,
"title": "messages",
"type": "array"
},
"meta": {
"description": "Metadata associated with the ticketYou can use this field to store structured information (key-value data) about the ticket",
"title": "meta",
"additionalProperties": {
"anyOf": [
{
"type": "string"
},
{
"type": "integer"
},
{
"type": "number"
},
{
"type": "boolean"
},
{
"type": "object"
},
{
"items": {},
"type": "array"
}
]
},
"type": "object"
},
"opened_datetime": {
"description": "When the ticket was opened for the first time by a User",
"title": "opened datetime",
"format": "date-time",
"type": "string"
},
"priority": {
"$ref": "#/components/schemas/TicketPriority",
"default": "normal",
"description": "Priority of the ticket"
},
"snooze_datetime": {
"description": "When the ticket will be re-opened automatically",
"title": "snooze datetime",
"format": "date-time",
"type": "string"
},
"spam": {
"default": false,
"description": "Whether the ticket is considered as spam",
"title": "spam",
"type": "boolean"
},
"split_from": {
"description": "ID of the ticket that this ticket was split from.",
"title": "split from",
"type": "integer"
},
"status": {
"$ref": "#/components/schemas/TicketStatus",
"default": "open",
"description": "The status of the ticket"
},
"subject": {
"description": "Subject of the ticket",
"title": "subject",
"maxLength": 998,
"type": "string"
},
"tags": {
"description": "The tags associated with the ticket",
"title": "tags",
"items": {
"$ref": "#/components/schemas/CreateTicketTag"
},
"type": "array"
},
"trashed_datetime": {
"description": "When the ticket was moved to the trash",
"title": "trashed datetime",
"format": "date-time",
"type": "string"
},
"updated_datetime": {
"description": "When the ticket was lastly updated",
"title": "updated datetime",
"format": "date-time",
"type": "string"
},
"via": {
"default": "api",
"description": "How the first message of the ticket has been received or sent from Gorgias",
"enum": [
"aircall",
"api",
"chat",
"contact_form",
"email",
"facebook",
"facebook-mention",
"facebook-messenger",
"facebook-recommendations",
"form",
"helpdesk",
"help-center",
"instagram",
"instagram-ad-comment",
"instagram-comment",
"instagram-direct-message",
"instagram-mention",
"internal-note",
"phone",
"rule",
"shopify",
"sms",
"twilio",
"twitter",
"twitter-direct-message",
"whatsapp",
"yotpo",
"yotpo-review",
"zendesk"
],
"type": "string"
},
"imported": {
"default": false,
"description": "Whether the ticket was created by a historical import. When set to true, the ticket and all its messages are flagged as imported.",
"title": "imported",
"type": "boolean"
}
},
"required": [
"messages"
],
"title": "ticket",
"type": "object"
},
"Currency": {
"description": "ISO 4217 currency. Its enumerants are ISO 4217 currencies except for\nsome special currencies like ```XXX``. Enumerants names are lowercase\ncureency code e.g. :attr:`Currency.eur`, :attr:`Currency.usd`.",
"enum": [
"AFN",
"EUR",
"ALL",
"DZD",
"USD",
"AOA",
"XCD",
"ARS",
"AMD",
"AWG",
"AUD",
"AZN",
"BSD",
"BHD",
"BDT",
"BBD",
"BYN",
"BZD",
"XOF",
"BMD",
"INR",
"BTN",
"BOB",
"BOV",
"BAM",
"BWP",
"NOK",
"BRL",
"BND",
"BGN",
"BIF",
"CVE",
"KHR",
"XAF",
"CAD",
"KYD",
"CLP",
"CLF",
"CNY",
"COP",
"COU",
"KMF",
"CDF",
"NZD",
"CRC",
"HRK",
"CUP",
"CUC",
"ANG",
"CZK",
"DKK",
"DJF",
"DOP",
"EGP",
"SVC",
"ERN",
"SZL",
"ETB",
"FKP",
"FJD",
"XPF",
"GMD",
"GEL",
"GHS",
"GIP",
"GTQ",
"GBP",
"GNF",
"GYD",
"HTG",
"HNL",
"HKD",
"HUF",
"ISK",
"IDR",
"XDR",
"IRR",
"IQD",
"ILS",
"JMD",
"JPY",
"JOD",
"KZT",
"KES",
"KPW",
"KRW",
"KWD",
"KGS",
"LAK",
"LBP",
"LSL",
"ZAR",
"LRD",
"LYD",
"CHF",
"MOP",
"MKD",
"MGA",
"MWK",
"MYR",
"MVR",
"MRU",
"MUR",
"XUA",
"MXN",
"MXV",
"MDL",
"MNT",
"MAD",
"MZN",
"MMK",
"NAD",
"NPR",
"NIO",
"NGN",
"OMR",
"PKR",
"PAB",
"PGK",
"PYG",
"PEN",
"PHP",
"PLN",
"QAR",
"RON",
"RUB",
"RWF",
"SHP",
"WST",
"STN",
"SAR",
"RSD",
"SCR",
"SLL",
"SLE",
"SGD",
"XSU",
"SBD",
"SOS",
"SSP",
"LKR",
"SDG",
"SRD",
"SEK",
"CHE",
"CHW",
"SYP",
"TWD",
"TJS",
"TZS",
"THB",
"TOP",
"TTD",
"TND",
"TRY",
"TMT",
"UGX",
"UAH",
"AED",
"USN",
"UYU",
"UYI",
"UYW",
"UZS",
"VUV",
"VES",
"VED",
"VND",
"YER",
"ZMW",
"ZWL",
"XBA",
"XBB",
"XBC",
"XBD",
"XTS",
"XXX",
"XAU",
"XPD",
"XPT",
"XAG"
],
"title": "currency",
"type": "string"
},
"DefinitionBoolean": {
"additionalProperties": false,
"properties": {
"data_type": {
"const": "boolean",
"enum": [
"boolean"
],
"title": "data type",
"type": "string"
},
"input_settings": {
"$ref": "#/components/schemas/InputSettingsDropdown_bool"
}
},
"required": [
"data_type",
"input_settings"
],
"title": "definition boolean",
"type": "object"
},
"DefinitionNumber": {
"additionalProperties": false,
"properties": {
"data_type": {
"const": "number",
"enum": [
"number"
],
"title": "data type",
"type": "string"
},
"input_settings": {
"$ref": "#/components/schemas/InputSettingsNumber"
}
},
"required": [
"data_type",
"input_settings"
],
"title": "definition number",
"type": "object"
},
"DefinitionText": {
"additionalProperties": false,
"properties": {
"data_type": {
"const": "text",
"enum": [
"text"
],
"title": "data type",
"type": "string"
},
"input_settings": {
"discriminator": {
"mapping": {
"dropdown": "#/components/schemas/InputSettingsDropdown_str",
"input": "#/components/schemas/InputSettingsText"
},
"propertyName": "input_type"
},
"oneOf": [
{
"$ref": "#/components/schemas/InputSettingsText"
},
{
"$ref": "#/components/schemas/InputSettingsDropdown_str"
}
],
"title": "input settings"
}
},
"required": [
"data_type",
"input_settings"
],
"title": "definition text",
"type": "object"
},
"DiscountType": {
"enum": [
"percentage",
"fixed_amount"
],
"title": "discount type",
"type": "string"
},
"EventObjectType": {
"enum": [
"Account",
"AccountSetting",
"Customer",
"CustomField",
"CustomFieldCondition",
"CustomUserAvailabilityStatus",
"CustomerExternalData",
"Integration",
"Macro",
"Order",
"Role",
"Rule",
"SatisfactionSurvey",
"Shopper",
"ShopperAddress",
"Subscription",
"Tag",
"Team",
"TicketMessage",
"Ticket",
"User",
"UserSetting",
"View",
"Widget"
],
"title": "event object type",
"type": "string"
},
"InputSettingsDropdown_bool": {
"additionalProperties": false,
"properties": {
"input_type": {
"const": "dropdown",
"enum": [
"dropdown"
],
"title": "input type",
"type": "string"
},
"choices": {
"items": {
"type": "boolean"
},
"title": "choices",
"type": "array"
},
"default": {
"title": "default",
"type": "boolean"
}
},
"required": [
"input_type",
"choices"
],
"title": "input settings dropdown[bool]",
"type": "object"
},
"InputSettingsDropdown_str": {
"additionalProperties": false,
"properties": {
"input_type": {
"const": "dropdown",
"enum": [
"dropdown"
],
"title": "input type",
"type": "string"
},
"choices": {
"items": {
"type": "string"
},
"title": "choices",
"type": "array"
},
"default": {
"title": "default",
"type": "string"
}
},
"required": [
"input_type",
"choices"
],
"title": "input settings dropdown[str]",
"type": "object"
},
"InputSettingsNumber": {
"additionalProperties": false,
"properties": {
"input_type": {
"const": "input_number",
"enum": [
"input_number"
],
"title": "input type",
"type": "string"
},
"placeholder": {
"title": "placeholder",
"type": "string"
},
"min": {
"anyOf": [
{
"type": "number"
},
{
"type": "string"
}
],
"title": "min"
},
"max": {
"anyOf": [
{
"type": "number"
},
{
"type": "string"
}
],
"title": "max"
}
},
"required": [
"input_type"
],
"title": "input settings number",
"type": "object"
},
"InputSettingsText": {
"additionalProperties": false,
"properties": {
"input_type": {
"const": "input",
"enum": [
"input"
],
"title": "input type",
"type": "string"
},
"placeholder": {
"title": "placeholder",
"type": "string"
}
},
"required": [
"input_type"
],
"title": "input settings text",
"type": "object"
},
"Order": {
"additionalProperties": false,
"properties": {
"id": {
"description": "ID of the order.",
"examples": [
123456
],
"title": "id",
"type": "integer"
},
"external_id": {
"description": "The ID in the external ecommerce platform.",
"examples": [
"example-id-123"
],
"title": "external id",
"type": "string"
},
"shopper_external_id": {
"description": "The customer's ID in the external ecommerce platform.",
"examples": [
"example-id-123"
],
"title": "shopper external id",
"type": "string"
},
"number": {
"description": "Order number.",
"examples": [
123456
],
"title": "number",
"type": "integer"
},
"name": {
"description": "The name of the order.",
"examples": [
"Order #123456"
],
"title": "name",
"type": "string"
},
"currency": {
"$ref": "#/components/schemas/Currency",
"description": "The currency of the order",
"examples": [
"usd"
]
},
"discount_codes": {
"description": "The discount codes applied to the order.",
"examples": [
"DISCOUNT_CODE_1",
"DISCOUNT_CODE_2"
],
"title": "discount codes",
"items": {
"type": "string"
},
"type": "array"
},
"discount_amount": {
"anyOf": [
{
"type": "number"
},
{
"type": "string"
}
],
"description": "The flat discount amount.",
"examples": [
"20"
],
"title": "discount amount"
},
"subtotal_amount": {
"anyOf": [
{
"type": "number"
},
{
"type": "string"
}
],
"description": "The subtotal for the line items.",
"examples": [
"20"
],
"title": "subtotal amount"
},
"shipping_amount": {
"anyOf": [
{
"type": "number"
},
{
"type": "string"
}
],
"description": "The shipping amount.",
"examples": [
"20"
],
"title": "shipping amount"
},
"tax_amount": {
"anyOf": [
{
"type": "number"
},
{
"type": "string"
}
],
"description": "The tax amount.",
"examples": [
"20"
],
"title": "tax amount"
},
"total_amount": {
"anyOf": [
{
"type": "number"
},
{
"type": "string"
}
],
"description": "The total amount.",
"examples": [
"20"
],
"title": "total amount"
},
"external_status": {
"description": "Ecommerce platform's native order status.",
"examples": [
"pending"
],
"title": "external status",
"type": "string"
},
"external_fulfillment_status": {
"description": "Ecommerce platform's native order fulfillment status.",
"examples": [
"fulfilled"
],
"title": "external fulfillment status",
"type": "string"
},
"external_payment_status": {
"description": "Ecommerce platform's native order payment status.",
"examples": [
"paid"
],
"title": "external payment status",
"type": "string"
},
"status": {
"description": "The status of the order",
"examples": [
"completed"
],
"$ref": "#/components/schemas/Status"
},
"payment_status": {
"description": "The status of the order",
"examples": [
"paid"
],
"$ref": "#/components/schemas/PaymentStatus"
},
"billing_address": {
"$ref": "#/components/schemas/ShopperAddress",
"description": "The billing address for the order."
},
"shipping_address": {
"$ref": "#/components/schemas/ShopperAddress",
"description": "The shipping address for the order."
},
"line_items": {
"description": "The line items for the order.",
"items": {
"$ref": "#/components/schemas/OrderLine"
},
"title": "line items",
"type": "array"
},
"created_datetime": {
"description": "When the order was created.",
"examples": [
"2023-07-15T00:00:00.000000+00:00"
],
"format": "date-time",
"title": "created datetime",
"type": "string"
},
"updated_datetime": {
"description": "When the order was updated.",
"examples": [
"2023-07-15T00:00:00.000000+00:00"
],
"title": "updated datetime",
"format": "date-time",
"type": "string"
},
"deleted_datetime": {
"description": "When the order was deleted.",
"examples": [
"2023-07-15T00:00:00.000000+00:00"
],
"title": "deleted datetime",
"format": "date-time",
"type": "string"
}
},
"required": [
"id",
"external_id",
"shopper_external_id",
"number",
"name",
"currency",
"discount_codes",
"discount_amount",
"subtotal_amount",
"shipping_amount",
"tax_amount",
"total_amount",
"external_status",
"external_fulfillment_status",
"external_payment_status",
"status",
"payment_status",
"billing_address",
"shipping_address",
"line_items",
"created_datetime",
"updated_datetime",
"deleted_datetime"
],
"title": "order",
"type": "object"
},
"OrderLine": {
"additionalProperties": false,
"properties": {
"id": {
"description": "ID of the address.",
"examples": [
123456
],
"title": "id",
"type": "integer"
},
"title": {
"description": "The custom title of the product for the current order.",
"examples": [
"My Awesome Product"
],
"title": "title",
"type": "string"
},
"taxable": {
"description": "Whether item is taxable or not.",
"examples": [
true
],
"title": "taxable",
"type": "boolean"
},
"requires_shipping": {
"description": "Whether item requires shipping or not.",
"examples": [
true
],
"title": "requires shipping",
"type": "boolean"
},
"unit_price": {
"anyOf": [
{
"type": "number"
},
{
"type": "string"
}
],
"description": "The price for a single unit.",
"examples": [
"123456"
],
"title": "unit price"
},
"discount_amount": {
"anyOf": [
{
"type": "number"
},
{
"type": "string"
}
],
"description": "The discount amount.",
"examples": [
"20"
],
"title": "discount amount"
},
"discount_type": {
"description": "Type of discount.",
"examples": [
"percentage"
],
"$ref": "#/components/schemas/DiscountType"
},
"discount_reason": {
"description": "The reason for granting a discount.",
"examples": [
"Refurbished product"
],
"title": "discount reason",
"type": "string"
},
"quantity": {
"description": "The number of products of this kind in the current order.",
"examples": [
5
],
"title": "quantity",
"type": "integer"
},
"total_amount": {
"anyOf": [
{
"type": "number"
},
{
"type": "string"
}
],
"description": "The total amount for the quantity of products.",
"examples": [
"5"
],
"title": "total amount"
},
"product_options": {
"description": "Additional information for the product in current order.",
"examples": [
{
"size": 10
}
],
"title": "product options",
"type": "object"
},
"fulfilled_quantity": {
"description": "The number of products of this kind that have been fulfilled.",
"examples": [
5
],
"title": "fulfilled quantity",
"type": "integer"
},
"created_datetime": {
"description": "When the order line was created.",
"examples": [
"2023-07-15T00:00:00.000000+00:00"
],
"format": "date-time",
"title": "created datetime",
"type": "string"
},
"updated_datetime": {
"description": "When the order line was updated.",
"examples": [
"2023-07-15T00:00:00.000000+00:00"
],
"title": "updated datetime",
"format": "date-time",
"type": "string"
},
"deleted_datetime": {
"description": "When the order line was deleted.",
"examples": [
"2023-07-15T00:00:00.000000+00:00"
],
"title": "deleted datetime",
"format": "date-time",
"type": "string"
}
},
"required": [
"id",
"title",
"taxable",
"requires_shipping",
"unit_price",
"discount_amount",
"discount_type",
"discount_reason",
"quantity",
"total_amount",
"product_options",
"fulfilled_quantity",
"created_datetime",
"updated_datetime",
"deleted_datetime"
],
"title": "order line",
"type": "object"
},
"PaymentStatus": {
"enum": [
"refunded",
"partially_refunded",
"unpaid",
"voided",
"failed",
"manual_verification_required",
"customer_authentication_required",
"paid",
"declined",
"authorized"
],
"title": "payment status",
"type": "string"
},
"ShopperAddress": {
"additionalProperties": false,
"properties": {
"id": {
"description": "ID of the address.",
"examples": [
123456
],
"title": "id",
"type": "integer"
},
"external_id": {
"description": "The ID in the external ecommerce platform.",
"examples": [
"example-id-123"
],
"title": "external id",
"type": "string"
},
"shopper_external_id": {
"description": "The shopper's ID in the external ecommerce platform.",
"examples": [
"example-id-123"
],
"title": "shopper external id",
"type": "string"
},
"preferred": {
"description": "Whether the address is preferred or not.",
"examples": [
true
],
"title": "preferred",
"type": "boolean"
},
"line_1": {
"description": "The first line of an address where the primary information for locating a recipient is provided",
"examples": [
"123 Main Street"
],
"title": "line 1",
"type": "string"
},
"line_2": {
"description": "Additional information for locating a recipient, such as the floor of a building",
"examples": [
"Apt 123, Floor 2"
],
"title": "line 2",
"type": "string"
},
"city": {
"description": "The city where the address is located.",
"examples": [
"Miami"
],
"title": "city",
"type": "string"
},
"state": {
"description": "The state where the address is located.",
"examples": [
"FL"
],
"title": "state",
"type": "string"
},
"country": {
"description": "The country where the address is located.",
"examples": [
"USA"
],
"title": "country",
"type": "string"
},
"zip_code": {
"description": "The zip code of the address.",
"examples": [
"123456"
],
"title": "zip code",
"type": "string"
},
"first_name": {
"description": "The first name for the contact person.",
"examples": [
"Jane"
],
"title": "first name",
"type": "string"
},
"last_name": {
"description": "The last name for the contact person.",
"examples": [
"Doe"
],
"title": "last name",
"type": "string"
},
"phone_number": {
"description": "The phone number for the contact person.",
"examples": [
"+1 123 456 7890"
],
"title": "phone number",
"type": "string"
},
"created_datetime": {
"description": "When the address was created.",
"examples": [
"2023-07-15T00:00:00.000000+00:00"
],
"format": "date-time",
"title": "created datetime",
"type": "string"
},
"updated_datetime": {
"description": "When the address was updated.",
"examples": [
"2023-07-15T00:00:00.000000+00:00"
],
"title": "updated datetime",
"format": "date-time",
"type": "string"
},
"deleted_datetime": {
"description": "When the address was deleted.",
"examples": [
"2023-07-15T00:00:00.000000+00:00"
],
"title": "deleted datetime",
"format": "date-time",
"type": "string"
}
},
"required": [
"id",
"external_id",
"shopper_external_id",
"preferred",
"line_1",
"line_2",
"city",
"state",
"country",
"zip_code",
"first_name",
"last_name",
"phone_number",
"created_datetime",
"updated_datetime",
"deleted_datetime"
],
"title": "shopper address",
"type": "object"
},
"Shopper": {
"additionalProperties": false,
"properties": {
"id": {
"description": "ID of the address.",
"examples": [
123456
],
"title": "id",
"type": "integer"
},
"external_id": {
"description": "The ID in the external ecommerce platform.",
"examples": [
"example-id-123"
],
"title": "external id",
"type": "string"
},
"helpdesk_customer_id": {
"description": "ID of the helpdesk customer associated to this store.",
"examples": [
123456
],
"title": "helpdesk customer id",
"type": "integer"
},
"email_address": {
"description": "The email address of the shopper.",
"examples": [
"foo@bar.com"
],
"title": "email address",
"format": "email",
"type": "string"
},
"phone_number": {
"description": "The phone number of the shopper.",
"examples": [
"+1 123 456 7890"
],
"title": "phone number",
"type": "string"
},
"first_name": {
"description": "The first name of the shopper.",
"examples": [
"Jean"
],
"title": "first name",
"type": "string"
},
"middle_name": {
"description": "The middle name of the shopper.",
"examples": [
"Mary"
],
"title": "middle name",
"type": "string"
},
"last_name": {
"description": "The last name of the shopper.",
"examples": [
"Doe"
],
"title": "last name",
"type": "string"
},
"birthdate": {
"description": "The birthdate of the shopper.",
"examples": [
"2023-07-15"
],
"title": "birthdate",
"format": "date",
"type": "string"
},
"status": {
"description": "The status of the shopper.",
"examples": [
"tax_exempt"
],
"$ref": "#/components/schemas/ShopperStatus"
},
"accepts_marketing_email": {
"description": "Whether the shopper accepts marketing emails.",
"examples": [
true
],
"title": "accepts marketing email",
"type": "boolean"
},
"accepts_marketing_sms": {
"description": "Whether the shopper accepts marketing SMS.",
"examples": [
true
],
"title": "accepts marketing sms",
"type": "boolean"
},
"created_datetime": {
"description": "When the shopper was created.",
"examples": [
"2023-07-15T00:00:00.000000+00:00"
],
"format": "date-time",
"title": "created datetime",
"type": "string"
},
"updated_datetime": {
"description": "When the shopper was updated.",
"examples": [
"2023-07-15T00:00:00.000000+00:00"
],
"title": "updated datetime",
"format": "date-time",
"type": "string"
},
"deleted_datetime": {
"description": "When the shopper was deleted.",
"examples": [
"2023-07-15T00:00:00.000000+00:00"
],
"title": "deleted datetime",
"format": "date-time",
"type": "string"
}
},
"required": [
"id",
"external_id",
"helpdesk_customer_id",
"email_address",
"phone_number",
"first_name",
"middle_name",
"last_name",
"birthdate",
"status",
"accepts_marketing_email",
"accepts_marketing_sms",
"created_datetime",
"updated_datetime",
"deleted_datetime"
],
"title": "shopper",
"type": "object"
},
"ShopperEcommerceData": {
"additionalProperties": false,
"properties": {
"store": {
"$ref": "#/components/schemas/Store"
},
"shopper": {
"$ref": "#/components/schemas/Shopper"
},
"orders": {
"items": {
"$ref": "#/components/schemas/Order"
},
"title": "orders",
"type": "array"
},
"addresses": {
"items": {
"$ref": "#/components/schemas/ShopperAddress"
},
"title": "addresses",
"type": "array"
}
},
"required": [
"store",
"shopper",
"orders",
"addresses"
],
"title": "shopper ecommerce data",
"type": "object"
},
"ShopperStatus": {
"enum": [
"tax_exempt",
"veteran"
],
"title": "shopper status",
"type": "string"
},
"Status": {
"enum": [
"partially_fulfilled",
"completed",
"canceled",
"on_hold",
"awaiting_fulfillment",
"awaiting_payment",
"scheduled",
"order_pending"
],
"title": "status",
"type": "string"
},
"Store": {
"additionalProperties": false,
"properties": {
"id": {
"description": "ID of the store.",
"examples": [
123456
],
"title": "id",
"type": "integer"
},
"currencies": {
"description": "Currencies supported by the store.",
"examples": [
"usd",
"eur"
],
"items": {
"$ref": "#/components/schemas/Currency"
},
"title": "currencies",
"type": "array"
},
"default_currency": {
"$ref": "#/components/schemas/Currency",
"description": "Default currency of the store.",
"examples": [
"usd"
]
},
"display_name": {
"description": "Display name of the store.",
"examples": [
"My Demo Store"
],
"title": "display name",
"type": "string"
},
"name": {
"description": "Name of the store (case sensitive).",
"examples": [
"my-demo-store"
],
"title": "name",
"type": "string"
},
"type": {
"$ref": "#/components/schemas/StoreType",
"description": "Type of the store.",
"examples": [
"woocommerce"
]
},
"url": {
"description": "URL of the store.",
"examples": [
"https://my-demo-store.com/"
],
"title": "url",
"type": "string"
},
"helpdesk_integration_id": {
"description": "ID of the integration associated to this store.",
"examples": [
123456
],
"title": "helpdesk integration id",
"type": "integer"
},
"uuid": {
"description": "UUID of the store.",
"examples": [
"7736626b-0d5f-4e2c-86de-8b74e3401c26"
],
"format": "uuid",
"title": "uuid",
"type": "string"
},
"created_datetime": {
"description": "When the store was created.",
"examples": [
"2023-07-15T00:00:00.000000+00:00"
],
"format": "date-time",
"title": "created datetime",
"type": "string"
},
"updated_datetime": {
"description": "When the store was updated.",
"examples": [
"2023-07-15T00:00:00.000000+00:00"
],
"title": "updated datetime",
"format": "date-time",
"type": "string"
},
"deleted_datetime": {
"description": "When the store was deleted.",
"examples": [
"2023-07-15T00:00:00.000000+00:00"
],
"title": "deleted datetime",
"format": "date-time",
"type": "string"
}
},
"required": [
"id",
"currencies",
"default_currency",
"display_name",
"name",
"type",
"url",
"helpdesk_integration_id",
"uuid",
"created_datetime",
"updated_datetime",
"deleted_datetime"
],
"title": "store",
"type": "object"
},
"StoreType": {
"enum": [
"bigcommerce",
"magento",
"shopify",
"woocommerce"
],
"title": "store type",
"type": "string"
},
"TicketCustomField": {
"additionalProperties": false,
"properties": {
"id": {
"exclusiveMinimum": 0,
"title": "id",
"type": "integer"
},
"external_id": {
"title": "external id",
"type": "string"
},
"object_type": {
"$ref": "#/components/schemas/EventObjectType"
},
"label": {
"title": "label",
"type": "string"
},
"description": {
"title": "description",
"type": "string"
},
"priority": {
"title": "priority",
"type": "integer"
},
"required": {
"title": "required",
"type": "boolean"
},
"requirement_type": {
"$ref": "#/components/schemas/RequirementType"
},
"managed_type": {
"$ref": "#/components/schemas/ManagedTicketFieldType"
},
"definition": {
"discriminator": {
"mapping": {
"boolean": "#/components/schemas/DefinitionBoolean",
"number": "#/components/schemas/DefinitionNumber",
"text": "#/components/schemas/DefinitionText"
},
"propertyName": "data_type"
},
"oneOf": [
{
"$ref": "#/components/schemas/DefinitionNumber"
},
{
"$ref": "#/components/schemas/DefinitionText"
},
{
"$ref": "#/components/schemas/DefinitionBoolean"
}
],
"title": "definition"
},
"created_datetime": {
"format": "date-time",
"title": "created datetime",
"type": "string"
},
"updated_datetime": {
"title": "updated datetime",
"format": "date-time",
"type": "string"
},
"deactivated_datetime": {
"title": "deactivated datetime",
"format": "date-time",
"type": "string"
}
},
"required": [
"id",
"object_type",
"label",
"priority",
"required",
"requirement_type",
"definition",
"created_datetime"
],
"title": "ticket custom field",
"type": "object"
},
"TicketCustomFieldValue": {
"additionalProperties": false,
"properties": {
"field": {
"$ref": "#/components/schemas/TicketCustomField"
},
"id": {
"title": "id",
"type": "integer"
},
"prediction": {
"default": null,
"title": "prediction"
},
"value": {
"title": "value"
}
},
"required": [
"value"
],
"title": "ticket custom field value",
"type": "object"
},
"TicketCustomer": {
"additionalProperties": false,
"properties": {
"id": {
"description": "ID of the customer.",
"examples": [
3924
],
"title": "id",
"type": "integer"
},
"email": {
"description": "Primary email address of the customer.",
"examples": [
"john@example.com"
],
"title": "email",
"type": "string"
},
"name": {
"description": "Full name of the customer",
"examples": [
"John Smith"
],
"title": "name",
"type": "string"
},
"firstname": {
"description": "First name of the customer.",
"examples": [
"John"
],
"title": "firstname",
"type": "string"
},
"lastname": {
"description": "Last name of the customer.",
"examples": [
"Smith"
],
"title": "lastname",
"type": "string"
},
"meta": {
"description": "User defined JSON field. It can be useful for storing additional info about the object.",
"examples": [
{
"position": "engineer"
}
],
"title": "meta"
},
"channels": {
"description": "The [customer's contact channels](#the-customerchannel-object).",
"items": {
"$ref": "#/components/schemas/TicketCustomerChannel"
},
"title": "channels",
"type": "array"
},
"data": {
"title": "data"
},
"customer": {
"title": "customer"
},
"integrations": {
"description": "Data coming from integrations (Shopify, Recharge, HTTP, etc...) associated with the customer. Keys of the object are integration IDs, values are raw data collected from the integrations. ",
"examples": [
{
"6": {
"__integration_type__": "shopify",
"customer": {
"default_address": {
"address1": "52 Washburn Street",
"address2": "",
"city": "SAN FRANCISCO",
"country": "United States",
"country_code": "US",
"country_name": "United States",
"customer_id": 667928133655,
"default": true,
"first_name": "Marie",
"id": 707106144279,
"last_name": "Curie",
"name": "Marie Curie",
"province": "California",
"province_code": "CA",
"zip": "94103"
},
"email": "marie@gorgias.io",
"first_name": "Marie",
"id": 667928133655,
"last_name": "Curie",
"note": "",
"orders_count": 1,
"tags": ""
},
"orders": [
{
"billing_address": {
"address1": "52 Washburn Street",
"address2": "",
"city": "SAN FRANCISCO",
"country": "United States",
"country_code": "US",
"first_name": "Marie",
"last_name": "Curie",
"name": "Marie Curie",
"province": "California",
"province_code": "CA",
"zip": "94103"
},
"contact_email": "marie@gorgias.io",
"created_at": "2018-12-04T03:29:37-08:00",
"id": 772803526679,
"line_items": [
{
"fulfillable_quantity": 1,
"fulfillment_service": "manual",
"fulfillment_status": null,
"grams": 10,
"id": 1760305053719,
"name": "Acidulous candy",
"price": "0.10",
"price_set": {
"presentment_money": {
"amount": "0.10",
"currency_code": "USD"
},
"shop_money": {
"amount": "0.10",
"currency_code": "USD"
}
},
"product_id": 8345093387,
"quantity": 1,
"requires_shipping": true,
"sku": "0987654321",
"tax_lines": [
{
"price": "0.02",
"price_set": {
"presentment_money": {
"amount": "0.02",
"currency_code": "USD"
},
"shop_money": {
"amount": "0.02",
"currency_code": "USD"
}
},
"rate": 0.2,
"title": "tva"
}
],
"taxable": true,
"title": "acidulous candy",
"total_discount": "0.00",
"total_discount_set": {
"presentment_money": {
"amount": "0.00",
"currency_code": "USD"
},
"shop_money": {
"amount": "0.00",
"currency_code": "USD"
}
},
"variant_id": 28442938955
}
],
"total_tax": "0.02"
}
]
}
}
],
"title": "integrations",
"type": "object"
},
"external_id": {
"description": "ID of the customer in a foreign system (Stripe, Aircall, etc...). This field is not used by Gorgias, feel free to set it as you wish.",
"examples": [
"customer-84203241"
],
"title": "external id",
"type": "string"
},
"note": {
"description": "A note associated with the customer.",
"examples": [
"Our best customer."
],
"title": "note",
"type": "string"
},
"external_data": {
"description": "External data associated with the customer.",
"title": "external data",
"additionalProperties": {
"type": "object"
},
"type": "object"
},
"ecommerce_data": {
"description": "Ecommerce data associated with the customer.",
"title": "ecommerce data",
"additionalProperties": {
"$ref": "#/components/schemas/ShopperEcommerceData"
},
"type": "object"
}
},
"required": [
"id",
"email",
"name",
"firstname",
"lastname",
"meta",
"channels",
"data",
"customer",
"integrations",
"external_id",
"note"
],
"title": "ticket customer",
"type": "object"
},
"TicketCustomerChannel": {
"additionalProperties": false,
"properties": {
"id": {
"description": "ID of the object",
"title": "id",
"type": "integer"
},
"type": {
"description": "Either the slug of a non-legacy channel or one of email,phone,chat,twitter,facebook,instagram,instagram-direct-message,whatsapp,whatsapp-bsuid",
"examples": [
"email"
],
"title": "type",
"type": "string"
},
"address": {
"description": "Address can be email, phone, facebook id, etc...",
"examples": [
"marie@gorgias.io"
],
"title": "address",
"type": "string"
},
"preferred": {
"default": false,
"description": "Is this the preferred or (primary) channel to contact this user.",
"title": "preferred",
"type": "boolean"
},
"created_datetime": {
"description": "When the user channel was created.",
"format": "date-time",
"title": "created datetime",
"type": "string"
},
"updated_datetime": {
"description": "When the user channel was last updated.",
"title": "updated datetime",
"format": "date-time",
"type": "string"
},
"deleted_datetime": {
"description": "When the user channel was deleted.",
"title": "deleted datetime",
"format": "date-time",
"type": "string"
},
"user": {
"$ref": "#/components/schemas/TicketCustomerChannelCustomer"
},
"customer": {
"$ref": "#/components/schemas/TicketCustomerChannelCustomer"
}
},
"required": [
"id",
"type",
"address",
"created_datetime",
"updated_datetime",
"deleted_datetime",
"user",
"customer"
],
"title": "ticket customer channel",
"type": "object"
},
"TicketCustomerChannelCustomer": {
"additionalProperties": false,
"properties": {
"id": {
"description": "ID of the object",
"title": "id",
"type": "integer"
},
"name": {
"description": "Full name of the customer",
"examples": [
"John Smith"
],
"title": "name",
"type": "string"
}
},
"required": [
"id",
"name"
],
"title": "ticket customer channel customer",
"type": "object"
},
"TicketEvent": {
"additionalProperties": false,
"properties": {
"id": {
"description": "ID of the event.",
"examples": [
1234
],
"title": "id",
"type": "integer"
},
"type": {
"description": "Type of the event. Event types are used to discriminate between events. List of event types: `account-created`, `account-deactivated`, `account-setting-created`, `account-setting-updated`, `account-updated`, `account-renamed`, `action-executed`, `facebook-comment-created`, `facebook-comment-deleted`, `facebook-comment-edited`, `facebook-comment-hidden`, `facebook-comment-unhidden`, `facebook-comment-liked`, `facebook-comment-unliked`, `facebook-message-created`, `facebook-message-deleted`, `facebook-message-edited`, `facebook-post-created`, `facebook-post-deleted`, `facebook-post-edited`, `facebook-review-deleted`, `integration-created`, `integration-deleted`, `integration-updated`, `integration-deactivated`, `integration-reactivation-started`, `integration-reactivated`, `integration-data-item-created`, `integration-data-item-deleted`, `macro-created`, `macro-deleted`, `macro-updated`, `macro-applied`, `macro-archived`, `macro-unarchived`, `rule-created`, `rule-priority-updated`, `rule-deleted`, `rule-executed`, `rule-updated`, `rule-deactivated`, `rule-reactivated`, `rules-pipeline-executed`, `subscription-created`, `subscription-updated`, `subscription-self-serve-changed`, `tag-created`, `tag-deleted`, `tag-merged`, `tag-updated`, `tag-renamed`, `team-created`, `team-deleted`, `team-updated`, `team-member-created`, `team-member-deleted`, `ticket-assigned`, `ticket-closed`, `ticket-created`, `ticket-customer-updated`, `ticket-deleted`, `ticket-excluded-from-auto-merge`, `ticket-excluded-from-csat`, `ticket-marked-spam`, `ticket-merged`, `ticket-read-status-updated`, `ticket-reopened`, `ticket-satisfaction-survey-skipped`, `ticket-self-unsnoozed`, `ticket-sla-policy-assigned`, `ticket-snoozed`, `ticket-split`, `ticket-subject-updated`, `ticket-tags-added`, `ticket-tags-removed`, `ticket-team-assigned`, `ticket-team-unassigned`, `ticket-trashed`, `ticket-typing-activity-shopper-started`, `ticket-unassigned`, `ticket-unmarked-spam`, `ticket-untrashed`, `ticket-updated`, `ticket-viewed`, `ticket-handed-over`, `ticket-message-created`, `ticket-message-deleted`, `ticket-message-failed`, `ticket-message-summary-created`, `ticket-message-updated`, `customer-created`, `customer-updated`, `customer-merged`, `customer-deleted`, `customer-external-data-updated`, `custom-field-created`, `custom-field-updated`, `custom-field-condition-created`, `custom-field-condition-updated`, `custom-field-condition-enabled`, `custom-field-condition-disabled`, `custom-field-condition-deleted`, `custom-fields-ticket-values-updated`, `self-service-configurations-updated`, `self-service-configurations-update-started`, `user-created`, `user-invited`, `user-updated`, `user-mentioned`, `user-deleted`, `user-logged-in`, `user-logged-out`, `user-impersonated`, `user-password-changed`, `user-password-reset`, `user-2fa-changed`, `user-status-changed`, `user-setting-created`, `user-setting-updated`, `custom-availability-status-created`, `custom-availability-status-updated`, `custom-availability-status-deleted`, `view-deactivated`, `view-created`, `view-deleted`, `view-updated`, `view-section-created`, `view-section-updated`, `view-section-deleted`, `widget-created`, `widget-deleted`, `widget-updated`, `satisfaction-survey-sent`, `satisfaction-survey-updated`, `satisfaction-survey-responded`.",
"examples": [
"ticket-closed"
],
"title": "type",
"type": "string"
},
"user": {
"description": "The user who triggered the event if any.",
"examples": [
{
"email": "steve@company.com",
"firstname": "Steve",
"id": 3924,
"lastname": "Frazeli",
"name": "Steve Frazelli"
}
],
"$ref": "#/components/schemas/TicketEventUser"
},
"data": {
"description": "Data associated with the event (key-value data).",
"examples": [
null
],
"title": "data",
"type": "object"
},
"created_datetime": {
"description": "When the event was created.",
"examples": [
"2019-11-16T15:59:41.966927"
],
"format": "date-time",
"title": "created datetime",
"type": "string"
}
},
"required": [
"id",
"type",
"user",
"data",
"created_datetime"
],
"title": "ticket event",
"type": "object"
},
"TicketEventUser": {
"additionalProperties": false,
"properties": {
"id": {
"description": "ID of the user.",
"examples": [
3924
],
"title": "id",
"type": "integer"
},
"firstname": {
"description": "First name of the user.",
"examples": [
"Steve"
],
"title": "firstname",
"type": "string"
},
"lastname": {
"description": "Last name of the user.",
"examples": [
"Frazeli"
],
"title": "lastname",
"type": "string"
},
"name": {
"description": "Full name of the user.",
"examples": [
"Steve Frazelli"
],
"title": "name",
"type": "string"
},
"email": {
"description": "Email address of the user. `password_confirmation` field must be provided to change the email.",
"examples": [
"steve@company.com"
],
"title": "email",
"type": "string"
}
},
"required": [
"id",
"firstname",
"lastname",
"name",
"email"
],
"title": "ticket event user",
"type": "object"
},
"TicketMessage": {
"additionalProperties": false,
"description": "A ticket-message represents a message (an email, an SMS, a Facebook comment, chat message, etc..) under a normalized format.\nThere are 3 types of messages:\n - Outgoing messages: messages sent by your company (by rules or support agents) to your customers.\n - Incoming messages: messages sent by your [customers](#the-customer-object) to your company.\n - Internal notes: internal messages sent between support agents ([users](#the-user-object)). Internal notes are not sent/shared with your customers.\n\nA ticket-message is associated with only one ticket.",
"properties": {
"id": {
"description": "ID of the message.",
"examples": [
924712
],
"title": "id",
"type": "integer"
},
"uri": {
"description": "URI of the message.",
"title": "uri",
"type": "string"
},
"message_id": {
"description": "ID of the message on the service that sent the message.It can be the ID of an email, a Messenger message, a Facebook comment, etc...",
"examples": [
"<123345676453.2445.234@web>"
],
"title": "message id",
"type": "string"
},
"ticket_id": {
"description": "The ID of the ticket the message is associated with.",
"examples": [
12
],
"title": "ticket id",
"type": "integer"
},
"external_id": {
"description": "ID of the message in a foreign system (Aircall, Zendesk, etc...). This field is not used by Gorgias, feel free to set it as you wish.",
"examples": [
"MSG-78545"
],
"title": "external id",
"type": "string"
},
"public": {
"default": true,
"description": "Whether the message was sent/receive by a customer. Internal notes are not public.",
"examples": [
true
],
"title": "public",
"type": "boolean"
},
"channel": {
"anyOf": [
{
"$ref": "#/components/schemas/LegacyChannelSlug"
},
{
"type": "string"
}
],
"description": "The channel used to send the message.",
"examples": [
"email"
],
"title": "channel"
},
"via": {
"$ref": "#/components/schemas/TicketVia",
"description": "How the message has been received, or sent from Gorgias.",
"examples": [
"api"
]
},
"source": {
"description": "Information used to route the message. It contains the names and the addresses of the sender and receivers.",
"examples": [
{
"from": {
"address": "sender@gorgias.io",
"id": 7,
"name": "Sender Doe"
},
"to": [
{
"address": "receiver@gorgias.io",
"id": 8,
"name": "Receiver Doe"
}
],
"type": "email"
}
],
"$ref": "#/components/schemas/TicketMessageSource"
},
"sender": {
"$ref": "#/components/schemas/TicketMessageUserOrCustomer",
"description": "The person who sent the message. It can be a user or a customer.",
"examples": [
{
"id": 93
}
]
},
"auth_customer_identity": {
"description": "Identity of the authenticated customer, if any, in the context of a message sent on a channel that does not require authentication such as email, SMS or Gorgias chat.This attribute is used to differentiate messages sent by unauthenticated and authenticated customers.",
"$ref": "#/components/schemas/TicketMessageAuthCustomerIdentity"
},
"integration_id": {
"description": "ID of the integration that either received or sent the message.",
"examples": [
28643
],
"title": "integration id",
"type": "integer"
},
"intents": {
"items": {
"$ref": "#/components/schemas/TicketMessageIntent"
},
"title": "intents",
"type": "array"
},
"rule_id": {
"description": "ID of the rule which sent the message, if any.",
"examples": [
89465
],
"title": "rule id",
"type": "integer"
},
"from_agent": {
"description": "Whether the message was sent by your company to a customer, or the opposite.",
"examples": [
true
],
"title": "from agent",
"type": "boolean"
},
"receiver": {
"description": "The primary receiver of the message. It can be a user or a customer. Optional when the source type is \"internal-note\".",
"examples": [
{
"id": 8
}
],
"$ref": "#/components/schemas/TicketMessageUserOrCustomer"
},
"subject": {
"description": "The subject of the message.",
"examples": [
"Re:Refund request"
],
"title": "subject",
"type": "string"
},
"body_text": {
"description": "The full text version of the body of the message, if any.",
"examples": [
"Hello,\n\n I can't place an order on your site, it says: I don't have enough credit.\n How can I add some credits?\n\n Cheers,\n John Doe\n "
],
"title": "body text",
"type": "string"
},
"body_html": {
"description": "The full HTML version of the body of the message, if any.",
"examples": [
"Hello,
\n\n I can't place an order on your site, it says: I don't have enough credit.
\n How can I add some credits?
\n\n Cheers,
\n John Doe\n "
],
"title": "body html",
"type": "string"
},
"body_url": {
"description": "The URL to download the archived body of the email message. Empty until the body is archived, 30 days after it was sent or received. Only applies to email messages that have stripped bodies.",
"title": "body url",
"type": "string"
},
"stripped_text": {
"description": "The text version of the body of the message without email signatures and previous replies.",
"examples": [
null
],
"title": "stripped text",
"type": "string"
},
"stripped_html": {
"description": "The HTML version of the body of the message without email signatures and previous replies.",
"examples": [
null
],
"title": "stripped html",
"type": "string"
},
"stripped_signature": {
"title": "stripped signature",
"type": "string"
},
"attachments": {
"description": "A list of files attached to the message.",
"examples": [
[]
],
"title": "attachments",
"items": {
"$ref": "#/components/schemas/TicketMessageAttachment"
},
"type": "array"
},
"macros": {
"description": "A list of macros.",
"examples": [
[]
],
"title": "macros",
"items": {
"$ref": "#/components/schemas/TicketMessageMacro"
},
"type": "array"
},
"actions": {
"description": "A list of actions executed before the message was sent. These actions are set by macros.",
"examples": [
[]
],
"title": "actions",
"items": {
"type": "object"
},
"type": "array"
},
"headers": {
"description": "Message headers. Used for email messages.",
"examples": [
{
"My-Header": "foo"
}
],
"title": "headers",
"type": "object"
},
"imported": {
"description": "Whether the message was created by a historical import.",
"examples": [
false
],
"title": "imported",
"type": "boolean"
},
"meta": {
"description": "Metadata associated with the message.\n\nYou can use this field to store structured information (key-value data) about the message.\n\nReserved keys:\n\n- `current_page`: The page from where the user is currently chatting.\n- `relevant_content_indexes`: Indexes containing relevant text of the message.\n- `is_quick_reply`: Whether the message is a \"quick reply\".\n- `campaigns`: ID of the chat campaign the message is replying to.\n- `campaigns_id`: ID of the chat campaign that sent this message.\n- `self_service_flow`: An object containing metadata of the self-service flow associated to the message.\n",
"examples": [
{}
],
"title": "meta"
},
"created_datetime": {
"description": "When the message was created.",
"examples": [
"2020-01-27T10:42:21.468912"
],
"format": "date-time",
"title": "created datetime",
"type": "string"
},
"processed_datetime": {
"description": "When the message was processed by Gorgias. Differs from `created_datetime` which refers to the external service.",
"examples": [
"2020-01-27T10:42:21.468912"
],
"title": "processed datetime",
"format": "date-time",
"type": "string"
},
"deleted_datetime": {
"description": "When the message was deleted.",
"examples": [
"2020-01-27T10:42:21.468912"
],
"title": "deleted datetime",
"format": "date-time",
"type": "string"
},
"sent_datetime": {
"description": "When the message was sent. If omitted, the message will be sent by Gorgias.",
"title": "sent datetime",
"format": "date-time",
"type": "string"
},
"failed_datetime": {
"description": "When the message failed to be sent. Messages that couldn't be sent can be resend.",
"examples": [
null
],
"title": "failed datetime",
"format": "date-time",
"type": "string"
},
"opened_datetime": {
"description": "When the message was opened by the primary receiver.",
"examples": [
"2019-07-05T15:22:46.472436"
],
"title": "opened datetime",
"format": "date-time",
"type": "string"
},
"last_sending_error": {
"description": "Details of the last error encountered when Gorgias attempted to send the message.",
"examples": [
null
],
"$ref": "#/components/schemas/TicketMessageSendingError"
},
"is_retriable": {
"description": "It determines if the message can be retried or not.",
"title": "is retriable",
"type": "boolean"
},
"replied_by": {
"description": "The message designated as a response to the current message. This field is temporary and only provided to the web app.",
"title": "replied by",
"$ref": "#/components/schemas/TicketMessageRepliedByOrTo"
},
"replied_to": {
"description": "The message designated as replied by the current message. This field is temporary and only provided to the web app.",
"title": "replied to",
"$ref": "#/components/schemas/TicketMessageRepliedByOrTo"
}
},
"required": [
"id",
"uri",
"message_id",
"ticket_id",
"external_id",
"channel",
"via",
"source",
"sender",
"auth_customer_identity",
"integration_id",
"intents",
"rule_id",
"from_agent",
"receiver",
"subject",
"body_text",
"body_html",
"body_url",
"stripped_text",
"stripped_html",
"stripped_signature",
"attachments",
"actions",
"imported",
"meta",
"created_datetime",
"processed_datetime",
"sent_datetime",
"failed_datetime",
"opened_datetime",
"last_sending_error",
"is_retriable"
],
"title": "ticket message",
"type": "object"
},
"TicketMessageAttachment": {
"properties": {
"url": {
"description": "The URL to access to the attached file.",
"examples": [
"https://gorgias.io/attachments/file.pdf"
],
"title": "url",
"type": "string"
},
"name": {
"description": "The name of the file.",
"examples": [
"file.pdf"
],
"title": "name",
"type": "string"
},
"size": {
"description": "The size of the file, in bytes.",
"examples": [
784554
],
"title": "size",
"type": "integer"
},
"content_type": {
"description": "The MIME type of the file.",
"examples": [
"application/pdf"
],
"title": "content type",
"type": "string"
},
"public": {
"description": "Whether or not the attachment can be accessed.",
"examples": [
true
],
"title": "public",
"type": "boolean"
},
"extra": {
"description": "Extra information for custom content type attachment",
"examples": [
{}
],
"title": "extra"
}
},
"required": [
"url",
"content_type"
],
"title": "ticket message attachment",
"type": "object"
},
"TicketMessageAuthCustomerIdentity": {
"additionalProperties": false,
"properties": {
"service": {
"$ref": "#/components/schemas/TicketMessageAuthCustomerIdentityService",
"description": "The service/channel used to authenticate the customer. E.g.: email, phone, shopify"
},
"identifier": {
"description": "The ID of the customer related to the service. E.g.: email address, phone number, Shopify customer ID, etc.",
"title": "identifier",
"type": "string"
}
},
"required": [
"service",
"identifier"
],
"title": "ticket message auth customer identity",
"type": "object"
},
"TicketMessageAuthCustomerIdentityService": {
"additionalProperties": false,
"properties": {
"id": {
"description": "The ID of the service the identity belongs to.",
"title": "id",
"type": "string"
},
"name": {
"description": "The name of the service the identity belongs to.",
"title": "name",
"type": "string"
}
},
"required": [
"id",
"name"
],
"title": "ticket message auth customer identity service",
"type": "object"
},
"TicketMessageIntent": {
"additionalProperties": false,
"properties": {
"name": {
"description": "The intention the message probably has, example: discount/request",
"examples": [
"discount/request"
],
"title": "name",
"type": "string"
},
"rejected": {
"description": "Whether or not the intent was rejected",
"title": "rejected",
"type": "boolean"
},
"is_user_feedback": {
"description": "Whether or not the intent comes from a user feedback",
"title": "is user feedback",
"type": "boolean"
}
},
"required": [
"name",
"rejected",
"is_user_feedback"
],
"title": "ticket message intent",
"type": "object"
},
"TicketMessageMacro": {
"additionalProperties": false,
"properties": {
"id": {
"exclusiveMinimum": 0,
"title": "id",
"type": "integer"
}
},
"required": [
"id"
],
"title": "ticket message macro",
"type": "object"
},
"TicketMessageRepliedByOrTo": {
"additionalProperties": false,
"properties": {
"integration_id": {
"description": "ID of the integration which created the message.",
"examples": [
28643
],
"title": "integration id",
"type": "integer"
},
"message_id": {
"description": "ID of the message in Gorgias.",
"examples": [
1234
],
"title": "message id",
"type": "string"
},
"created_datetime": {
"description": "When the message was created.",
"examples": [
"2020-01-27T10:42:21.468912"
],
"format": "date-time",
"title": "created datetime",
"type": "string"
},
"body_text": {
"description": "The full text version of the body of the message, if any.",
"examples": [
"Hello,\n\n I can't place an order on your site, it says: I don't have enough credit.\n How can I add some credits?\n\n Cheers,\n John Doe\n "
],
"title": "body text",
"type": "string"
},
"source": {
"description": "Information used to route the message. It contains the names and the addresses of the sender and receivers.",
"examples": [
{
"from": {
"address": "sender@gorgias.io",
"id": 7,
"name": "Sender Doe"
},
"to": [
{
"address": "receiver@gorgias.io",
"id": 8,
"name": "Receiver Doe"
}
],
"type": "email"
}
],
"$ref": "#/components/schemas/TicketMessageSource"
},
"customer": {
"description": "The customer who sent the message.",
"examples": [
{
"id": 93
}
],
"$ref": "#/components/schemas/TicketMessageUserOrCustomer"
},
"user": {
"description": "The agent who sent the message.",
"examples": [
{
"id": 95
}
],
"$ref": "#/components/schemas/TicketMessageUserOrCustomer"
}
},
"required": [
"integration_id",
"message_id",
"created_datetime",
"body_text",
"source",
"customer",
"user"
],
"title": "ticket message replied by or to",
"type": "object"
},
"TicketMessageSendingError": {
"additionalProperties": false,
"properties": {
"error": {
"title": "error",
"type": "string"
}
},
"required": [
"error"
],
"title": "ticket message sending error",
"type": "object"
},
"TicketMessageSourceAddress": {
"properties": {
"name": {
"title": "name",
"type": "string"
},
"address": {
"title": "address",
"type": "string"
}
},
"title": "ticket message source address",
"type": "object"
},
"TicketMessageSource": {
"properties": {
"type": {
"description": "Describes a more detailed channel information of how the message was sent/received. Either the slug of a non-legacy channel or one of aircall,api,app,chat,chat-contact-form,chat-offline-capture,contact-form,email,facebook-comment,facebook-message,facebook-messenger,facebook-post,facebook-mention-post,facebook-mention-comment,facebook,facebook-review,facebook-review-comment,form,help-center,helpdesk,instagram-ad-comment,instagram-ad-media,instagram-comment,instagram-mention-comment,instagram-media,instagram-mention-media,instagram,instagram-direct-message,internal-note,ottspott-call,phone,rule,self_service,shopify,sms,system-message,twilio,yotpo-review,yotpo-review-public-comment,yotpo-review-private-comment,twitter-tweet,twitter-quoted-tweet,twitter-mention-tweet,twitter-direct-message,help-center-contact-form,whatsapp-message.",
"title": "type",
"type": "string"
},
"to": {
"description": "A list of To addresses. To and From are usually present for most channel types.",
"title": "to",
"items": {
"$ref": "#/components/schemas/TicketMessageSourceAddress"
},
"type": "array"
},
"cc": {
"description": "A list of CC addresses. Only present in an email context.",
"title": "cc",
"items": {
"$ref": "#/components/schemas/TicketMessageSourceAddress"
},
"type": "array"
},
"bcc": {
"description": "A list of BCC addresses. Only present in an email context.",
"title": "bcc",
"items": {
"$ref": "#/components/schemas/TicketMessageSourceAddress"
},
"type": "array"
},
"from": {
"description": "A single From address. To and From are usually present for most channel types.",
"$ref": "#/components/schemas/TicketMessageSourceAddress"
},
"extra": {
"title": "extra"
}
},
"required": [
"type"
],
"title": "ticket message source",
"type": "object"
},
"TicketMessageUserOrCustomer": {
"additionalProperties": false,
"properties": {
"id": {
"title": "id",
"type": "integer"
},
"email": {
"title": "email",
"type": "string"
},
"name": {
"title": "name",
"type": "string"
},
"firstname": {
"title": "firstname",
"type": "string"
},
"lastname": {
"title": "lastname",
"type": "string"
},
"meta": {
"title": "meta"
}
},
"required": [
"id",
"email",
"name",
"firstname",
"lastname",
"meta"
],
"title": "ticket message user or customer",
"type": "object"
},
"TicketMeta": {
"title": "ticket meta"
},
"TicketReplyOption": {
"additionalProperties": false,
"properties": {
"answerable": {
"title": "answerable",
"type": "boolean"
},
"reason": {
"title": "reason",
"type": "string"
},
"integrations": {
"title": "integrations",
"items": {
"$ref": "#/components/schemas/TicketReplyOptionIntegration"
},
"type": "array"
}
},
"required": [
"answerable"
],
"title": "ticket reply option",
"type": "object"
},
"TicketReplyOptionIntegration": {
"additionalProperties": false,
"properties": {
"id": {
"title": "id",
"type": "integer"
},
"name": {
"title": "name",
"type": "string"
},
"address": {
"title": "address",
"type": "string"
}
},
"required": [
"id",
"name",
"address"
],
"title": "ticket reply option integration",
"type": "object"
},
"TicketSatisfactionSurvey": {
"additionalProperties": false,
"properties": {
"id": {
"description": "ID of the survey.",
"examples": [
1234
],
"title": "id",
"type": "integer"
},
"customer_id": {
"description": "The ID of the customer who filled the survey.",
"examples": [
120
],
"title": "customer id",
"type": "integer"
},
"ticket_id": {
"description": "The ID of the ticket the survey is associated with.",
"examples": [
12
],
"title": "ticket id",
"type": "integer"
},
"sent_datetime": {
"description": "When the survey was sent. If is not set it means that it was not sent yet.",
"examples": [
"2019-11-23T15:59:41.966927"
],
"title": "sent datetime",
"format": "date-time",
"type": "string"
},
"scored_datetime": {
"description": "When the survey was filled by the customer.",
"examples": [
"2019-11-25T15:59:41.966927"
],
"title": "scored datetime",
"format": "date-time",
"type": "string"
},
"should_send_datetime": {
"description": "When the survey should be sent. If not set then the survey will not be sent by Gorgias.",
"examples": [
"2019-11-23T15:59:41.966927"
],
"title": "should send datetime",
"format": "date-time",
"type": "string"
},
"created_datetime": {
"description": "When the survey was created.",
"examples": [
"2019-11-16T15:59:41.966927"
],
"format": "date-time",
"title": "created datetime",
"type": "string"
},
"score": {
"description": "The level of satisfaction. Scores range from 1 to 5.",
"examples": [
2
],
"title": "score",
"maximum": 5,
"minimum": 1,
"type": "integer"
},
"body_text": {
"description": "The comment sent by the customer.",
"examples": [
"Such speed, much pertinent."
],
"title": "body text",
"maxLength": 1000,
"type": "string"
},
"meta": {
"description": "Data associated with the satisfaction survey. You can use this parameter to store structured information (key-value data) about the satisfaction survey. This field is not used by Gorgias.",
"examples": [
{
"externalData": {
"id": 1234
}
}
],
"title": "meta",
"type": "object"
}
},
"required": [
"id",
"customer_id",
"ticket_id",
"sent_datetime",
"scored_datetime",
"should_send_datetime",
"created_datetime",
"score",
"body_text",
"meta"
],
"title": "ticket satisfaction survey",
"type": "object"
},
"TicketSummary": {
"additionalProperties": false,
"properties": {
"content": {
"description": "The content of the AI summary.",
"examples": [
"The customer is asking for a refund."
],
"title": "content",
"type": "string"
},
"created_datetime": {
"description": "When the ticket was summarized by AI for the first time.",
"examples": [
"2020-01-27T10:42:21.932637"
],
"format": "date-time",
"title": "created datetime",
"type": "string"
},
"updated_datetime": {
"description": "When the ticket was summarized by AI for the last time.",
"examples": [
"2020-01-27T10:42:21.932637"
],
"format": "date-time",
"title": "updated datetime",
"type": "string"
},
"triggered_by": {
"description": "The id of the user who triggered the summary generation, if triggered manually.",
"examples": [
1
],
"title": "triggered by",
"type": "integer"
}
},
"required": [
"content",
"created_datetime",
"updated_datetime",
"triggered_by"
],
"title": "ticket summary",
"type": "object"
},
"TicketTag": {
"additionalProperties": false,
"properties": {
"id": {
"description": "ID of the tag",
"title": "id",
"type": "integer"
},
"name": {
"description": "Name of the tag. Tags' names are case sensitive.",
"examples": [
"urgent"
],
"title": "name",
"type": "string"
},
"decoration": {
"description": "Information related to the style of the tag.",
"examples": [
{
"color": "#F58D86"
}
],
"$ref": "#/components/schemas/TicketTagDecoration"
}
},
"required": [
"id",
"name",
"decoration"
],
"title": "ticket tag",
"type": "object"
},
"TicketTagDecoration": {
"properties": {
"color": {
"description": "The color of the tag (Hex color code).",
"examples": [
"#F58D86"
],
"title": "color",
"type": "string"
}
},
"title": "ticket tag decoration",
"type": "object"
},
"TicketUser": {
"additionalProperties": false,
"properties": {
"id": {
"description": "ID of the user.",
"examples": [
3924
],
"title": "id",
"type": "integer"
},
"email": {
"description": "Email address of the user. `password_confirmation` field must be provided to change the email.",
"examples": [
"steve@company.com"
],
"title": "email",
"type": "string"
},
"name": {
"description": "Full name of the user.",
"examples": [
"Steve Frazelli"
],
"title": "name",
"type": "string"
},
"firstname": {
"description": "First name of the user.",
"examples": [
"Steve"
],
"title": "firstname",
"type": "string"
},
"lastname": {
"description": "Last name of the user.",
"examples": [
"Frazeli"
],
"title": "lastname",
"type": "string"
},
"meta": {
"description": "Data associated with the user.",
"examples": [
{
"avatar_url": "https://avatars.example.com/steve-profile.jpeg",
"position": "engineer"
}
],
"title": "meta"
},
"bio": {
"description": "Short biography of the user.",
"examples": [
"Full stack developer at Gorgias"
],
"title": "bio",
"type": "string"
}
},
"required": [
"id",
"email",
"name",
"firstname",
"lastname",
"meta",
"bio"
],
"title": "ticket user",
"type": "object"
},
"Ticket": {
"additionalProperties": false,
"description": "A ticket is a conversation between your support agents and one of your customers.\nIt contains a list of [messages](#the-ticketmessage-object), can be associated with [tags](#the-tag-object), assigned to a [user](#the-user-object) and/or a team, and also collect customer's feedback with a [satisfaction survey](#the-satisfactionsurvey-object).",
"properties": {
"id": {
"description": "ID of the ticket.",
"examples": [
123
],
"title": "id",
"type": "integer"
},
"uri": {
"description": "URI of the ticket.",
"title": "uri",
"type": "string"
},
"external_id": {
"description": "External ID of the ticket in a foreign system. This field is not used by Gorgias, feel free to set it as you wish.",
"examples": [
"RETURN#4213"
],
"title": "external id",
"type": "string"
},
"events": {
"deprecated": true,
"description": "All `action-executed` [events](#the-event-object) with the related user if any on the ticket.
This parameter has been deprecated. Use [events api](/reference/list-events) instead.",
"examples": [
[
{
"created_datetime": "2019-11-16T15:59:41.966927",
"data": null,
"id": 1234,
"type": "ticket-closed",
"user": {
"email": "steve@company.com",
"firstname": "Steve",
"id": 3924,
"lastname": "Frazeli",
"name": "Steve Frazelli"
}
}
]
],
"items": {
"$ref": "#/components/schemas/TicketEvent"
},
"title": "events",
"type": "array"
},
"status": {
"$ref": "#/components/schemas/TicketStatus",
"default": "open",
"description": "Ticket status is used for managing the lifecycle of the ticket",
"examples": [
"open"
]
},
"channel": {
"anyOf": [
{
"$ref": "#/components/schemas/LegacyChannelSlug"
},
{
"type": "string"
}
],
"description": "The channel used to initiate the conversation with the customer.",
"examples": [
"email"
],
"title": "channel"
},
"via": {
"$ref": "#/components/schemas/TicketVia",
"description": "How the first message of the ticket has been received or sent from Gorgias.",
"examples": [
"email"
]
},
"from_agent": {
"description": "Whether the first message of the ticket was sent by your company to a customer, or the opposite.",
"title": "from agent",
"type": "boolean"
},
"spam": {
"description": "Whether the ticket is considered as spam or not.",
"examples": [
false
],
"title": "spam",
"type": "boolean"
},
"imported": {
"description": "Whether the ticket was created by a historical import.",
"examples": [
false
],
"title": "imported",
"type": "boolean"
},
"customer": {
"$ref": "#/components/schemas/TicketCustomer",
"description": "The customer linked to the ticket.",
"examples": [
{
"email": "john@example.com",
"external_id": "customer-84203241",
"firstname": "John",
"id": 3924,
"integrations": {
"6": {
"__integration_type__": "shopify",
"customer": {
"default_address": {
"address1": "52 Washburn Street",
"address2": "",
"city": "SAN FRANCISCO",
"country": "United States",
"country_code": "US",
"country_name": "United States",
"customer_id": 667928133655,
"default": true,
"first_name": "Marie",
"id": 707106144279,
"last_name": "Curie",
"name": "Marie Curie",
"province": "California",
"province_code": "CA",
"zip": "94103"
},
"email": "marie@gorgias.io",
"first_name": "Marie",
"id": 667928133655,
"last_name": "Curie",
"note": "",
"orders_count": 1,
"tags": ""
},
"orders": [
{
"billing_address": {
"address1": "52 Washburn Street",
"address2": "",
"city": "SAN FRANCISCO",
"country": "United States",
"country_code": "US",
"first_name": "Marie",
"last_name": "Curie",
"name": "Marie Curie",
"province": "California",
"province_code": "CA",
"zip": "94103"
},
"contact_email": "marie@gorgias.io",
"created_at": "2018-12-04T03:29:37-08:00",
"id": 772803526679,
"line_items": [
{
"fulfillable_quantity": 1,
"fulfillment_service": "manual",
"fulfillment_status": null,
"grams": 10,
"id": 1760305053719,
"name": "Acidulous candy",
"price": "0.10",
"price_set": {
"presentment_money": {
"amount": "0.10",
"currency_code": "USD"
},
"shop_money": {
"amount": "0.10",
"currency_code": "USD"
}
},
"product_id": 8345093387,
"quantity": 1,
"requires_shipping": true,
"sku": "0987654321",
"tax_lines": [
{
"price": "0.02",
"price_set": {
"presentment_money": {
"amount": "0.02",
"currency_code": "USD"
},
"shop_money": {
"amount": "0.02",
"currency_code": "USD"
}
},
"rate": 0.2,
"title": "tva"
}
],
"taxable": true,
"title": "acidulous candy",
"total_discount": "0.00",
"total_discount_set": {
"presentment_money": {
"amount": "0.00",
"currency_code": "USD"
},
"shop_money": {
"amount": "0.00",
"currency_code": "USD"
}
},
"variant_id": 28442938955
}
],
"total_tax": "0.02"
}
]
}
},
"lastname": "Smith",
"meta": {
"position": "engineer"
},
"name": "John Smith",
"note": "Our best customer."
}
]
},
"assignee_user": {
"description": "The agent assigned to this ticket.",
"examples": [
{
"bio": "Full stack developer at Gorgias",
"email": "steve@company.com",
"firstname": "Steve",
"id": 3924,
"lastname": "Frazeli",
"meta": {
"avatar_url": "https://avatars.example.com/steve-profile.jpeg",
"position": "engineer"
},
"name": "Steve Frazelli"
}
],
"$ref": "#/components/schemas/TicketUser"
},
"language": {
"description": "The language primarily used in the ticket.\nThe language is automatically detected on the first messages by Gorgias if not set explicitly. Once the language has been set, it won't be updated according to future messages.",
"examples": [
"fr"
],
"title": "language",
"type": "string"
},
"subject": {
"description": "The subject of the ticket.",
"examples": [
"Can I get a refund?"
],
"title": "subject",
"type": "string"
},
"summary": {
"description": "The summary of the ticket.",
"examples": [
{
"content": "The customer is asking for a refund.",
"created_datetime": "2020-01-27T10:42:21.932637",
"triggered_by": 1,
"updated_datetime": "2020-01-27T10:42:21.932637"
}
],
"$ref": "#/components/schemas/TicketSummary"
},
"meta": {
"description": "Extra metadatas about the ticket.",
"examples": [
{}
],
"$ref": "#/components/schemas/TicketMeta"
},
"tags": {
"description": "[Tags](#the-tag-object) linked to the ticket.",
"examples": [
[
{
"decoration": {
"color": "#F58D86"
},
"name": "urgent"
}
]
],
"items": {
"$ref": "#/components/schemas/TicketTag"
},
"title": "tags",
"type": "array"
},
"custom_fields": {
"description": "The custom fields associated with the ticket.",
"title": "custom fields",
"additionalProperties": {
"$ref": "#/components/schemas/TicketCustomFieldValue"
},
"type": "object"
},
"messages": {
"description": "Messages of the ticket.",
"items": {
"$ref": "#/components/schemas/TicketMessage"
},
"title": "messages",
"type": "array"
},
"created_datetime": {
"description": "When the ticket was created.",
"examples": [
"2019-07-05T14:42:00.384938"
],
"format": "date-time",
"title": "created datetime",
"type": "string"
},
"processed_datetime": {
"description": "When the ticket was processed by Gorgias. Differs from `created_datetime` which refers to the external service.",
"examples": [
"2019-07-05T14:42:00.384938"
],
"title": "processed datetime",
"format": "date-time",
"type": "string"
},
"opened_datetime": {
"description": "When the ticket was opened for the first time by a user.",
"examples": [
"2019-07-05T15:22:46.472436"
],
"title": "opened datetime",
"format": "date-time",
"type": "string"
},
"last_received_message_datetime": {
"description": "When the last customer's message was sent.",
"examples": [
"2020-01-27T10:42:21.468912"
],
"title": "last received message datetime",
"format": "date-time",
"type": "string"
},
"last_message_datetime": {
"description": "When the last message was sent.",
"examples": [
"2020-02-01T19:12:32.432197"
],
"title": "last message datetime",
"format": "date-time",
"type": "string"
},
"updated_datetime": {
"description": "When the ticket was lastly updated.",
"examples": [
"2020-01-27T10:42:21.932637"
],
"title": "updated datetime",
"format": "date-time",
"type": "string"
},
"closed_datetime": {
"description": "When the ticket was closed.",
"examples": [
null
],
"title": "closed datetime",
"format": "date-time",
"type": "string"
},
"trashed_datetime": {
"description": "When the ticket was moved to the trash.",
"examples": [
null
],
"title": "trashed datetime",
"format": "date-time",
"type": "string"
},
"snooze_datetime": {
"description": "When the ticket will be re-opened.",
"examples": [
null
],
"title": "snooze datetime",
"format": "date-time",
"type": "string"
},
"satisfaction_survey": {
"description": "The satisfaction survey linked to the ticket.",
"examples": [
{
"body_text": "Such speed, much pertinent.",
"created_datetime": "2019-11-16T15:59:41.966927",
"customer_id": 120,
"id": 1234,
"meta": {
"externalData": {
"id": 1234
}
},
"score": 2,
"scored_datetime": "2019-11-25T15:59:41.966927",
"sent_datetime": "2019-11-23T15:59:41.966927",
"should_send_datetime": "2019-11-23T15:59:41.966927",
"ticket_id": 12
}
],
"$ref": "#/components/schemas/TicketSatisfactionSurvey"
},
"reply_options": {
"additionalProperties": {
"$ref": "#/components/schemas/TicketReplyOption"
},
"title": "reply options",
"type": "object"
},
"is_unread": {
"description": "Whether the ticket is unread for you.",
"examples": [
true
],
"title": "is unread",
"type": "boolean"
}
},
"required": [
"id",
"uri",
"external_id",
"events",
"channel",
"via",
"from_agent",
"spam",
"imported",
"customer",
"assignee_user",
"language",
"subject",
"meta",
"tags",
"messages",
"created_datetime",
"processed_datetime",
"opened_datetime",
"last_received_message_datetime",
"last_message_datetime",
"updated_datetime",
"closed_datetime",
"trashed_datetime",
"snooze_datetime",
"satisfaction_survey",
"reply_options",
"is_unread"
],
"title": "ticket",
"type": "object"
}
},
"securitySchemes": {
"basicAuth": {
"type": "http",
"scheme": "basic",
"description": "The username will be the email address of your Gorgias account and the password will be your API key."
}
}
}
}
````