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POST
/
v1
/
tickets
Create a new ticket
curl --request POST \
  --url https://platform.thena.ai/v1/tickets \
  --header 'Content-Type: application/json' \
  --header 'x-api-key: <api-key>' \
  --data '
{
  "title": "<string>",
  "requestorEmail": "<string>",
  "teamId": "<string>",
  "assignedAgentId": "<string>",
  "accountId": "<string>",
  "assignedAgentEmail": "<string>",
  "description": "<string>",
  "dueDate": "2023-11-07T05:31:56Z",
  "submitterEmail": "<string>",
  "statusId": "<string>",
  "statusName": "<string>",
  "priorityId": "<string>",
  "priorityName": "<string>",
  "sentimentId": "<string>",
  "metadata": {},
  "typeId": "<string>",
  "isPrivate": true,
  "source": "<string>",
  "aiGeneratedTitle": "<string>",
  "aiGeneratedSummary": "<string>",
  "attachmentUrls": [
    "<string>"
  ],
  "customFieldValues": [
    {}
  ],
  "isProactive": false,
  "closedAt": "2023-11-07T05:31:56Z",
  "closedById": "<string>",
  "proactiveChannels": [
    "email"
  ],
  "performRouting": true,
  "formId": "<string>",
  "commentContent": "<string>",
  "commentContentHtml": "<string>",
  "commentContentJson": "<string>",
  "commentAttachmentIds": [
    "<string>"
  ],
  "commentMetadata": {},
  "commentImpersonatedUserName": "<string>",
  "commentImpersonatedUserEmail": "<string>",
  "commentImpersonatedUserAvatar": "<string>",
  "deDuplicationKey": "<string>"
}
'
{
  "status": true,
  "message": "Success",
  "timestamp": "2024-01-01T00:00:00.000Z",
  "data": {
    "id": "<string>",
    "ticketIdentifier": "<string>",
    "title": "<string>",
    "ticketId": 123,
    "description": "<string>",
    "source": "<string>",
    "accountId": "<string>",
    "status": "<string>",
    "statusId": "<string>",
    "priority": "<string>",
    "priorityId": "<string>",
    "storyPoints": 123,
    "account": "<string>",
    "teamId": "<string>",
    "teamName": "<string>",
    "teamIdentifier": "<string>",
    "subTeamId": "<string>",
    "subTeamName": "<string>",
    "subTeamIdentifier": "<string>",
    "isPrivate": true,
    "typeId": "<string>",
    "type": "<string>",
    "assignedAgent": "<string>",
    "assignedAgentId": "<string>",
    "assignedAgentEmail": "<string>",
    "assignedAgentAvatar": "<string>",
    "requestorEmail": "<string>",
    "customerContactId": "<string>",
    "customerContactFirstName": "<string>",
    "customerContactLastName": "<string>",
    "customerContactEmail": "<string>",
    "submitterEmail": "<string>",
    "customFieldValues": [
      "<string>"
    ],
    "deletedAt": "<string>",
    "archivedAt": "<string>",
    "createdAt": "<string>",
    "updatedAt": "<string>",
    "formId": "<string>",
    "aiGeneratedTitle": "<string>",
    "aiGeneratedSummary": "<string>",
    "sentiment": "<string>",
    "sentimentId": "<string>",
    "teamIcon": "<string>",
    "teamColor": "<string>",
    "teamOrganizationId": "<string>",
    "teamParentTeamId": "<string>",
    "teamDescription": "<string>",
    "teamConfigurationId": "<string>",
    "teamTeamOwnerId": "<string>",
    "teamIsActive": true,
    "teamIsPrivate": true,
    "teamCreatedAt": "<string>",
    "teamUpdatedAt": "<string>",
    "teamDeletedAt": "<string>",
    "teamArchivedAt": "<string>",
    "subTeamIcon": "<string>",
    "subTeamColor": "<string>",
    "subTeamOrganizationId": "<string>",
    "subTeamParentTeamId": "<string>",
    "subTeamDescription": "<string>",
    "subTeamConfigurationId": "<string>",
    "subTeamTeamOwnerId": "<string>",
    "subTeamIsActive": true,
    "subTeamIsPrivate": true,
    "subTeamCreatedAt": "<string>",
    "subTeamUpdatedAt": "<string>",
    "subTeamDeletedAt": "<string>",
    "subTeamArchivedAt": "<string>",
    "lastCustomerComment": "<string>",
    "lastVendorComment": "<string>",
    "lastComment": "<string>",
    "isEscalated": true,
    "comment": {
      "id": "<string>",
      "content": "<string>",
      "contentHtml": "<string>",
      "contentJson": "<string>",
      "contentMarkdown": "<string>",
      "isEdited": true,
      "threadName": "<string>",
      "commentVisibility": "<string>",
      "commentType": "<string>",
      "isPinned": true,
      "sourceEmailId": "<string>",
      "metadata": {},
      "parentCommentId": "<string>",
      "createdAt": "<string>",
      "updatedAt": "<string>",
      "author": "<string>",
      "authorId": "<string>",
      "authorUserType": "<string>",
      "customerContactId": "<string>",
      "customerContactEmail": "<string>",
      "customerContactFirstName": "<string>",
      "customerContactLastName": "<string>",
      "customerContactAvatarUrl": "<string>",
      "authorAvatarUrl": "<string>",
      "impersonatedUserEmail": "<string>",
      "impersonatedUserName": "<string>",
      "impersonatedUserAvatar": "<string>",
      "attachments": [
        "<string>"
      ],
      "deletedAt": "<string>"
    },
    "closedAt": "<string>",
    "closedBy": "<string>",
    "closedById": "<string>",
    "closedByEmail": "<string>"
  }
}

Authorizations

​
x-api-key
string
header
required

Enter your API key

Body

application/json

Create ticket request body

​
title
string
required

The title of the ticket

​
requestorEmail
string
required

The email of the requestor

​
teamId
string
required

The ID of the team

​
assignedAgentId
string

The ID of the assigned agent

​
accountId
string

The ID of the account

​
assignedAgentEmail
string

The email of the assigned agent

​
description
string

The description of the ticket

​
dueDate
string<date-time>

The due date of the ticket

​
submitterEmail
string

The email of the submitter

​
statusId
string

The ID of the status, status id if provided is used over status name

​
statusName
string

The name of the status to match against

​
priorityId
string

The ID of the priority, priority id if provided is used over priority name

​
priorityName
string

The name of the priority to match against

​
sentimentId
string

The ID of the sentiment

​
metadata
object

The metadata of the ticket

​
typeId
string

The ID of the type

​
isPrivate
boolean

Whether the ticket is private

​
source
string

The source of the ticket

​
aiGeneratedTitle
string

The AI generated title of the ticket

​
aiGeneratedSummary
string

The AI generated summary of the ticket

​
attachmentUrls
string[]

The attachment URLs

​
customFieldValues
object[]

The custom field values

​
isProactive
boolean
default:false

Whether the ticket is proactive

​
closedAt
string<date-time>

The closed date of the ticket

​
closedById
string

The ID of the user who closed the ticket

​
proactiveChannels
enum<string>[]

The proactive channels associated with the ticket

Available options:
email,
web-chat,
slack
​
performRouting
boolean

Whether to perform routing

​
formId
string

The ID of the form

​
commentContent
string

The content of the customer comment

​
commentContentHtml
string

The HTML content of the customer comment

​
commentContentJson
string

The JSON content of the customer comment

​
commentAttachmentIds
string[]

The attachment IDs for the customer comment

​
commentMetadata
object

The metadata for the customer comment

​
commentImpersonatedUserName
string

The impersonated user name for the customer comment

​
commentImpersonatedUserEmail
string

The impersonated user email for the customer comment

​
commentImpersonatedUserAvatar
string

The impersonated user avatar for the customer comment

​
deDuplicationKey
string

A deduplication key provided by an external application. The platform uses this key to prevent the creation of duplicate tickets.

Maximum string length: 255

Response

Operation successful

​
status
boolean
default:true
required

The status of the response

​
message
string
default:Success
required

The message of the response

​
timestamp
string<date-time>
default:2024-01-01T00:00:00.000Z
required

The timestamp of the response

​
data
object
required

The response for create ticket operation