A ticket-message represents a message (an email, an SMS, a Facebook comment, chat message, etc..) under a normalized format.
There are 3 types of messages:
- Outgoing messages: messages sent by your company (by rules or support agents) to your customers.
- Incoming messages: messages sent by your customers to your company.
- Internal notes: internal messages sent between support agents (users). Internal notes are not sent/shared with your customers.
A ticket-message is associated with only one ticket.
TicketMessage properties
TicketMessage example object
{
"id": 924712,
"message_id": "<123345676453.2445.234@web>",
"ticket_id": 12,
"external_id": "MSG-78545",
"public": true,
"channel": "email",
"via": "api",
"source": {
"from": {
"address": "[email protected]",
"id": 7,
"name": "Sender Doe"
},
"to": [
{
"address": "[email protected]",
"id": 8,
"name": "Receiver Doe"
}
],
"type": "email"
},
"sender": {
"id": 93
},
"integration_id": 28643,
"rule_id": 89465,
"from_agent": true,
"receiver": {
"id": 8
},
"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,<br><br>\n\n I can't place an order on your site, it says: I don't have enough credit.<br>\n How can I add some credits?<br><br>\n\n Cheers,<br>\n John Doe\n ",
"attachments": [],
"macros": [],
"actions": [],
"headers": {
"My-Header": "foo"
},
"imported": false,
"meta": {},
"created_datetime": "2020-01-27T10:42:21.468912",
"processed_datetime": "2020-01-27T10:42:21.468912",
"deleted_datetime": "2020-01-27T10:42:21.468912",
"opened_datetime": "2019-07-05T15:22:46.472436"
}