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

id

int32

ID of the message.

attachments

array

A list of files attached to the message.

body_html

string

The full HTML version of the body of the message, if any.

body_text

string

The full text version of the body of the message, if any.

channel

string

The channel used to send the message.

created_datetime

ISO 8601 datetime

When the message was created.

external_id

string

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.

failed_datetime

ISO 8601 datetime

When the message failed to be sent. Messages that couldn't be sent can be resend.

from_agent

boolean

Whether the message was sent by your company to a customer, or the opposite.

integration_id

int32

ID of the integration that either received or sent the message.

last_sending_error

None

Details of the last error encountered when Gorgias attempted to send the message.

message_id

string

ID of the message on the service that send the message.It can be the ID of an email, a Messenger message, a Facebook comment, etc...

receiver

object

The primary receiver of the message. It can be a user or a customer.

rule_id

int32

ID of the rule which sent the message, if any.

sender

object

The person who sent the message. It can be a user or a customer.

sent_datetime

ISO 8601 datetime

When the message was sent. If ommited, the message will be sent by Gorgias.

source

object

Information used to route the message. It contains the names and the addresses of the sender and receivers.

stripped_html

string

The HTML version of the body of the message without email signatures and previous replies.

stripped_text

string

The text version of the body of the message without email signatures and previous replies.

subject

string

The subject of the message.

ticket_id

int32

The ID of the ticket the message is associated with.

via

string

How the message has been received, or sent from Gorgias.

uri

string

URI of the message.

TicketMessage example object

{
  "id": 924712,
  "attachments": [],
  "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        ",
  "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        ",
  "channel": "email",
  "created_datetime": "2020-01-27T10:42:21.468912",
  "external_id": "MSG-78545",
  "failed_datetime": null,
  "from_agent": true,
  "integration_id": 28643,
  "last_sending_error": null,
  "message_id": "<123345676453.2445.234@web>",
  "receiver": {
    "id": 8
  },
  "rule_id": 89465,
  "sender": {
    "id": 7
  },
  "source": {
    "type": "email",
    "from": {
      "id": 7,
      "name": "Sender Doe",
      "address": "sender@gorgias.io"
    },
    "to": [
      {
        "id": 8,
        "name": "Receiver Doe",
        "address": "receiver@gorgias.io"
      }
    ]
  },
  "stripped_html": null,
  "stripped_text": null,
  "subject": "Re:Refund request",
  "ticket_id": 12,
  "via": "api",
  "uri": "/api/tickets/12/messages/924712/"
}