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Tickets endpoint
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API provided by the HappyFox helpdesk is a RESTful web service. It supports operations like creating a ticket, adding updates to a ticket, listing tickets and users of the Helpdesk. It supports JSON, Form Url encoded and Multipart Form Data formats as payload.

 

Requirements:

The API requires following skills in any programming language.

  • Making HTTP requests (using GET and POST HTTP methods as a minimum requirement).
  • Doing HTTP Basic Authentication.
  • Generating and reading data in the JSON format.
  • Optionally making HTTP POST requests using content type of "multipart/form-data" (needed for ticket attachments)

Documentation Conventions:

The documentation indicates parameters that need to be replaced with actual values using the format . The entire string including the enclosing < and > should be replaced.

For example, if the parameter email is it should be replaced with the required email address

Endpoint url format: /api/1.1/<module>/

The above tail url has to be suffixed with your HappyFox account url as shown below

Eg. https://customersuppport.happyfox.com/api/1.1/

Note: If you are using a custom domain, please use the custom domain url

API key and auth code are to be passed in Basic HTTP authentication format only.

<module> - refers the module which is being accessed viz., /tickets/, /users/ etc A full constructed example url is shown below.

https://customersuppport.happyfox.com/api/1.1/json/tickets/

This knowledge base article consists of all operations that can be done via the tickets endpoint.

If your HappyFox account is hosted in EU, please use .happyfox.net

List of topics covered in this article

 

1. Get a list of all tickets

2. Get a paginated list of tickets

3. Ticket Detail Page

4. Create Ticket

5. Create Multiple Tickets

6. Create an inline attachment to be added to the ticket body

7. Adding a Staff update

8. Adding a Staff private note

9. Adding a Contact Reply

10. Edit custom fields of a ticket

11. Update tags of a ticket

12. Subscribe to a ticket (agent only)

13. Unsubscribe ticket (agent only)

14. Forward a ticket to an external email address

15. Move ticket to another Category

16. Delete a ticket

17. Create ticket with attachments

18. List all ticket custom fields

 

 

1. Get a list of all Tickets

API Endpoint: /api/1.1/json/tickets/

Method: GET

Query Parameters that can be passed to the url are listed below with their description

Param Description
minify_response true/false. If true, then show only list of ticket ids in the response
include_updates 0/1. if 1 then include updates for each ticket as well in the response
status Filter tickets by status Values: _all: return tickets in all statuses (default) id of status: filter tickets by the given status
category Filter tickets by category Values: * id of category: filter tickets by the given category
q Used for the purpose of search and advanced filters
sort sort field using advanced filters

 

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2. Get a paginated list of tickets

API Endpoint : /api/1.1/json/tickets/?size=<size value>&page=<page number>

Default size value is 10 and can be max 50

Method: GET

Query Parameters that can be passed to the url are listed below with their description

Filter fields

Field Description
unresponded true / false. if true, return unresponded tickets
breached true / false. if true, return tickets that have breached at least one sla
has_attachments true / false. if true, return tickets that have at least one attachment
tags Return tickets having the given tagsvalues format: comma separated values. Case sensitive.
duedate allowed values: today - return tickets due today yesterday - return tickets that were due yesterday tomorrow - return tickets that are due tomorrow overdue - return tickets where due date is less than today next 7 days - return tickets due in 7 days
priority

--return tickets belonging to the given priorities --values format: comma separated names of priorities within quotations.

Eg: /tickets/?q=priority:"CRITICAL","MEDIUM"

status

---return tickets belonging to the given statuses --values format: comma separated names of statuses within quotations.

Eg: /tickets/?q=status:"New","Closed"

assignee list of keywords separated by commas. allowed keywords: --none - unassigned tickets --any - return all assigned tickets --some keyword - return tickets assigned to agents whose email address / username / first name / last name match the keyword given (case sensitive, exact match)
group list of keywords separated by commas. allowed keywords: --none - return tickets raised by contacts who do not belong to any contact group --any - return tickets raised by contacts who belong to at least one contact group --name of contact group - return tickets raised by contacts belonging to the contact group (case sensitive, exact match)
contact --list of keywords separated by commas. each keyword is matched against a lookup generated for the contact (name, email, phone number) --return tickets associated to contacts who match any of the given keywords
id list of ids of tickets separated by commas. we can search by id and display id. In case of display id, do not include the #. eg: q=id:DC00000001,2
category Returns tickets of a specific category whose id is passed in the url. Eg API url/tickets/?category=<id of the category>

Filter by time based fields

Timestamp format: yyyy/mm/dd

Field Description
created-on get tickets created on a particular date eg: q=created-on:"2019/01/25"
created-on-or-before get tickets created on or before a particular date eg: q=created-on-or-before:"2019/01/25"
created-on-or-after get tickets created on or after a particular date eg: q=created-on-or-after:"2019/01/25"
created-before get tickets created before a particular date eg: q=created-before:"2019/01/25"
created-after get tickets created after a particular date eg: q=created-after:"2019/01/25"
last-modified-on-or-before get tickets last modified on a particular date eg: q=last-modified-on:"2019/01/25"
last-modified-on-or-after get tickets last modified on or before a particular date eg: q=last-modified-on-or-before:"2019/01/25"
last-modified-before get tickets last modified on or after a particular date eg: q=last-modified-on-or-after:"2019/01/25"
last-modified-after get tickets last modified before a particular date eg: q=last-modified-before:"2019/01/25"
last-staff-replied-on get tickets where the latest staff reply was added on a particular date
last-staff-replied-on-or-before get tickets where the latest staff reply was added on a particular date
last-staff-replied-on-or-after get tickets where the latest staff reply was added on or before a particular date
last-staff-replied-before get tickets where the latest staff reply was added on or after a particular date
last-staff-replied-after get tickets where the latest staff reply was added before a particular date
last-contact-replied-on get tickets where the latest contact reply was added on a particular date
last-contact-replied-on-or-before get tickets where the latest contact reply was added on a particular date
last-contact-replied-on-or-after get tickets where the latest contact reply was added on or before a particular date
last-contact-replied-before get tickets where the latest contact reply was added on or after a particular date
last-contact-replied-after get tickets where the latest contact reply was added before a particular date
last-closed-on-or-after get tickets which were last closed on or after a particular date Note that the current status of a ticket may be in pending. This only checks for tickets that were closed on or after the date.
last-closed-on-or-before get tickets which were last closed on or before a particular date

Filter by custom fields

We can search for tickets by contact and ticket custom fields

Format of specifying custom fields in search

  • ”:”value”
  • Custom field name and value should be enclosed in quotes separately.
  • Name and value should be separated by a colon (:)
  • No space after the colon separator
  • Field names and values are not case sensitive
  • Multiple fields should be separated by space
  • For dropdown and multiple choice fields, the values are the option labels
  • For multiple choice fields - each option is given in quotes and the options are separated by commas

Examples

  • text field: q="Enterprise Company Name":"enterprise company"
  • dropdown: q="Team Name":"arsenal"
  • multiple choice: q="Country":"finland","germany"
  • date field: q="Date Field":"08/23/2019"
  • number field: q="Number Field":"300"
  • multiple fields: q="Field1":"value1" "Field2":"value 2"

Sorting list of tickets

  • Default sorting - last updated based on contact/agent reply in descending order.
  • If we search tickets, the sort order is always by relevance and last updated descending.

Other sort options

  • categorya - sort by category ascending
  • categoryd - sort by category descending
  • subjecta - sort by subject in alphabetical order ascending
  • subjectd - sort by subject descending
  • due - sort by due date
  • statusd - sort by status order descending
  • statusa - sort by status order ascending
  • prioritya - sort by priority order ascending
  • priorityd - sort by priority order descending
  • updated - sort by last updated (agent / contact reply) descending
  • updatea - sort by last updated (agent / contact reply) ascending
  • unresponded - unresponded tickets first
  • createa - sort by ticket creation date ascending
  • created - sort by ticket creation date descending
  • assigneea - sort by assignee username ascending
  • assigneed - sort by assignee username descending
  • last_modifieda - sort by ticket last modified date ascending
  • last_modifiedd - sort by ticket last modified date descending
  • ticketa - sort by ticket id ascending
  • ticketd - sort by ticket id descending
  • clienta - sort by contact id ascending
  • clientd - sort by contact id ascending

 

 

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3. Ticket detail page

Endpoint - /api/1.1/json/ticket/<ticket_number>/

Note: Ticket ID is a unique identifier for each ticket. It is a combination of category prefix and ticket number. Eg. #HFS00000001. Here 1 is the ticket number and HFS is the category prefix. Ticket number and ticket ID can be obtained from the /tickets/ endpoint from the id and display_id attributes in each item of the data JSON array. 

 

Ticket ID

 

             

 

Ticket number

 

        

 

 

Method: GET

Example Response

{

"status": {

"name": "In Progress",

"color": "0066CC",

"order": 2,

"default": false,

"behavior": "pending",

"id**": 2**

},

"first_message": "Example message\n\n",

"last_user_reply_at": "2019-08-13 08:59:11",

"time_spent": 12,

"id": 3,

"messages_count": 2,

"subject": "Example ticket",

"category": {

"prepopulate_cc": "AR",

"description": "Default Category, please edit this.",

"time_spent_mandatory": false,

"public": true,

"id": 1,

"name": "Default Category"

},

"attachments_count": 1,

"last_updated_at": "2019-08-13 08:59:42",

"priority": {

"default": false,

"id": 3,

"name": "High",

"order": 3

},

"last_staff_reply_at": "2019-08-13 08:59:42",

"custom_fields": [

{

"compulsory_on_complete": false,

"name": "Product Color",

"value": "grey",

"value_id": null,

"type": "text",

"id": 1,

"visible_to_staff_only": false

}

],

"sla_breaches": 0,

"merged_tickets": [],

"visible_only_staff": null,

"display_id": "#DC00000003",

"due_date": "2019-08-16",

"tags": "test",

"last_modified": "2019-08-13 08:59:42",

"user": {

"name": "Welcome",

"primary_phone": {

"type": "o",

"number": "02323412",

"id": 1

},

"phones": [

{

"type": "o",

"number": "02323412",

"id": 1

}

],

"created_at": "2019-07-16 11:27:30",

"updated_at": "2019-08-13 08:59:11",

"pending_tickets_count": 3,

"contact_groups": [],

"tickets_count": 3,

"id": 1,

"email": "james@example.com",

"custom_fields": [

{

"name": "Company",

"value": "Changed company",

"value_id": null,

"type": "text",

"id": 2,

"visible_to_staff_only": false

}

]

},

"subscribers": [

{

"first_name": "Admin",

"last_name": "User",

"id": 1,

"email": "james@example.com"

}

],

"unresponded": false,

"created_at": "2019-08-13 08:59:11",

"source": "TKT_CREATION_ADMIN_PANEL",

"assigned_to": {

"name": "Admin User",

"is_account_admin": true,

"email": "james@example.com",

"role": {

"name": "Administrator",

"id": 1

},

"active": true,

"id": 1,

"categories": [

1

],

"permissions": [

"relate_tickets",

"manage_import_assets",

]

},

"updates": [

{

"priority_change": {

"new_name": "High",

"new": 3,

"old": 1,

"old_name": "Medium"

},

"category_change": null,

"custom_field_change": null,

"timestamp": "2019-08-13 08:59:42",

"due_date_change": {

"new": "2019-08-16",

"old": null

},

"by": {

"email": "james@example.com",

"type": "staff",

"id": 1,

"name": "admin"

},

"time_spent": 12,

"update_id": 52,

"message": {

"attachments": [

{

"url": "https://exampleurl.com/attachments/examplefile.jpg",

"id": 22,

"filename": "bicycle.gif"

}

],

"bcc_list": "",

"text": "Attachment added\n\n",

"cc_list": "james@example.com",

"customer_updated": false,

"html": "


",

"forward_list": null,

"message_type": null,

"subject": ""

},

"assignee_change": null,

"status_change": {

"new_name": "In Progress",

"new": 2,

"old": 1,

"old_name": "New"

},

"satisfaction_survey": null

}

],

"merged_to": null

}

 

To obtain a history of changes/updates made on ticket custom fields, add the below url parameter.

 

Endpoint: /api/1.1/json/ticket/<ticket_number>/?show_cf_changes=true

Method: GET

Example Response:

 

Without show_cf_changes=true parameter:

 

 

With show_cf_changes=true parameter:

 

 

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4. Create Ticket

API Endpoint: /api/1.1/json/tickets/

Method:POST

Payload Fields

Field description Required
name Name of the contact yes
email Email address of the contact yes
phone Phone number of the contact as a string no
subject ticket subject yes
text ticket message in plain text format text / html is required
html ticket message in html text / html is required
category ID of the category in which the ticket should be created. (this has to be a public category) yes
priority --id of the priority of the ticket --defaults to the default priority no
assignee id of the agent to assign the ticket to. To leave the ticket unassigned, use "assignee" : null no
tags list of tags separated by commas. no
cc list of email addresses, separated by commas no
bcc list of email addresses, separated by commas no
created_at ticket creation time allowed formats: yyyy-mm-ddThh:mm:ss yyyy-mm-ddThh:mm:ss yyyy-mm-ddThh:mm:ss.ms yyyy-mm-ddThh:mm:ss.ms no
due_date allowed formats yyyy-mm-dd dd/mm/yyyy no
attachments list of files to be uploaded Size limit: the total size of all the files combined should not exceed 25 mb Content type: In case attachments are given, the content type of the request should be multipart/form-data File types: There are no restrictions currently regarding file types. File encoding: If the file has an encoding associated with it, HappyFox will use that encoding when reading the file. If not it uses UTF-8 by default. There are no restrictions regarding the encoding of a file. no
visible_only_staff true / false specify whether the ticket is private or not no
ccf-<id of custom field> Contact custom fields Get the id of the custom fields from list contact custom fields api response values format: text field: string number: integer / float with 2 decimal places dropdown: the id of the choice multiple choice: list of ids of options date: yyyy-mm-dd yes for mandatory custom fields
t-cf-<id of custom field> Ticket custom fields Get the id of the custom fields from list contact custom fields api response values format: text field: string number: integer / float with 2 decimal places dropdown: the id of the choice multiple choice: list of ids of options * date: yyyy-mm-dd yes for compulsory fields

Example payload

Example 1: With custom fields

{

"name": "james",

"email": "james@example.com",

"category": 1,

"subject": "test ticket",

"text": "example ticket",

"t-cf-3": [1, 2],

"t-cf-1": "text field value",

"t-cf-5": 200,

"t-cf-4": "2019-12-20",

"c-cf-3": 1

}

Example 2: Creating ticket with attachments

Click here for example python script that allows you to create ticket with inline and external attachments

Successful response data for status 200 is as same as /ticket/

Example failure response (400)

{

"error": [

   {

       "field": "category",

       "errors": [

           "This field is required."

       ]

   }

]

}

{

"error": [

   {

       "field": "t-cf-3",

       "errors": [

           "This field is required"

       ]

   }

]

}

 

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5. Create multiple tickets

API Endpoint: /api/1.1/json/tickets/

Method:POST

Payload

  • The payload should be a list of ticket payloads.
  • For the payload structure of one ticket refer the Create Ticket section
  • A maximum of 100 tickets can be created in one request
  • Response will be a list of dictionary, indicating successfully created tickets and payloads with validation errors (ref example below)
  • success - false indicates that the payload had validation errors
  • success - true indicates that the ticket got created successfully

Example response

[

{

   "display_id": "#DC00000011",

   "id": 11,

   "success": true

},

{

   "success": false,

   "error": [

       {

           "field": "category",

           "errors": [

               "This field is required."

           ]

       }

   ]

}

]

 

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6. Create an inline attachment to be added to the ticket body

  • Use the below endpoint to upload the inline attachment to HappyFox.
  • This will generate a temporary url
  • Set this temporary url as the value of src property of img tag in the ticket message (html) when creating a ticket

API Endpoint : /api/1.1/json/ticket-inline-attachment

Method: POST

Payload Fields

Field description Required
file the file to be uploaded. Only one file can be upload at a time Size limit: should not exceed 25 mb Content type: content type of the request should be multipart/form-data File types: Should be an image file * File encoding: If the file has an encoding associated with it, HappyFox will use that encoding when reading the file. If not it uses utf-8 by default. There are no restrictions regarding the encoding of a file. yes

 

Example success response (200)

{

“url”: “https://example.happyfox.com/get_hdp_temporarily_attachment/2091/”

}

Example script

Click here for example python script that allows you to create ticket with inline and external attachments

Staff update

API Endpoint : /api/1.1/json/ticket/<ticket_number>/staff_update/

Method: POST

Payload Fields

Field description Required
staff ID of the agent who is adding the reply yes
cc list of email addresses separated by commas no
bcc list of email addresses separated by commas no
update_customer true / false. indicate whether to send the reply notification to the ticket contact defaults to true no
send_survey true / false indicate whether to launch survey defaults to false no
parent_update indicate the parent update in tickets created for facebook / twitter conversations no
last_staff_message the id of the last staff message (get this id from ticket -> updates -> message) this is used to specify an update which will be checked against the ticket’s last staff message for the purpose of agent collision no
subject change reply subject to be sent to the contact no
status ID of the status. Changes status of the ticket no
priority ID of the priority. Changes priority of the ticket no
assignee ID of the assignee. Changes assignee of the ticket. To leave the ticket unassigned, use "assignee" : null no
time_spent Integer. Adds time spent (in minutes) to the ticket depends on category settings
due_date allowed formats yyyy-mm-dd dd/mm/yyyy no
tags list of tags separated by commas no
attachments list of files total size of all attachments should not exceed 25 mb no
timestamp update timestamp allowed formats yyyy-mm-ddThh:mm:ss yyyy-mm-ddThh:mm:ssZ yyyy-mm-ddThh:mm:ss.ms yyyy-mm-ddThh:mm:ss.msZ no
html agent reply in html format no
plaintext agent reply in plain text format no
ccf-<id of custom field> Contact custom fields Get the id of the custom fields from list contact custom fields api response values format: text field: string number: integer / float with 2 decimal places dropdown: the id of the choice multiple choice: list of ids of options date: yyyy-mm-dd no
t-cf-<id of custom field> Ticket custom fields Get the id of the custom fields from list contact custom fields api response values format: text field: string number: integer / float with 2 decimal places dropdown: the id of the choice multiple choice: list of ids of options date: yyyy-mm-dd yes for compulsory on complete fields if the status is moved from pending to closed status.

Example payload

{

"staff": 1,

"status": 4,

"html": "

Example reply

",

 

"t-cf-3": [1, 2],

"c-cf-3": 1

}

Example success response

Refer ticket details example response

Example failure response

{

"error": {

   "t-cf-2": "This field should be filled before marking this ticket as completed"

}

}

 

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7. Adding a Staff update

 

API Endpoint: /api/1.1/json/ticket/<ticket_number>/staff_update/

 

Method: POST

Payload Fields

 

Field description Required
staff ID of the agent who is adding the reply yes
cc list of email addresses separated by commas no
bcc list of email addresses separated by commas no
update_customer
  • true / false. 

  • indicate whether to send the reply notification to the ticket contact 

  • defaults to true

no

send_survey
  • true / false
  • indicate whether to launch survey

  • defaults to false

no

parent_update

  • indicate the parent update in tickets created for facebook / twitter conversations

no

last_staff_message

  • the id of the last staff message (get this id from ticket -> updates -> message)

  • this is used to specify an update which will be checked against the ticket’s last staff message for the purpose of agent collision

no

subject

change reply subject to be sent to the contact

no

status

ID of the status. Changes status of the ticket

no

priority

ID of the priority. Changes priority of the ticket

no

assignee

ID of the assignee. Changes assignee of the ticket. To leave the ticket unassigned, use "assignee" : null

no

time_spent

Integer. Adds time spent (in minutes) to the ticket

depends on category settings

due_date

allowed formats

  • yyyy-mm-dd

  • dd/mm/yyyy 

no

tags

list of tags separated by commas

no

attachments

  • list of files

  • total size of all attachments should not exceed 25 mb

no

timestamp

  • update timestamp

  • allowed formats:

    • yyyy-mm-ddThh:mm:ss

    • yyyy-mm-ddThh:mm:ssZ

    • yyyy-mm-ddThh:mm:ss.ms

    • yyyy-mm-ddThh:mm:ss.msZ

no

html

agent reply in html format

no

plaintext

agent reply in plain text format

no

ccf-<id of custom field>

Contact custom fields

Get the id of the custom fields from list contact custom fields api response

 

values format:

  • text field: string

  • number: integer / float with 2 decimal places

  • dropdown: the id of the choice

  • multiple choice: list of ids of options

  • date: yyyy-mm-dd

no

t-cf-<id of custom field>

Ticket custom fields

Get the id of the custom fields from list contact custom fields api response

 

values format:

  • text field: string

  • number: integer / float with 2 decimal places

  • dropdown: the id of the choice

  • multiple choice: list of ids of options

  • date: yyyy-mm-dd

yes for compulsory on complete fields if the status is moved from pending to closed status.

 

 

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8. Adding a Staff private note

API Endpoint: /api/1.1/json/ticket/<ticket_number>/staff_pvtnote/

Method: POST

Payload Fields

Field description Required
staff ID of the agent adding the reply yes
alert send private not alert to s - all ticket subscribers c - all agents associated to ticket’s category ID of the agent who should be alerted no
status ID of the status. Changes status of the ticket no
priority ID of the priority. Changes priority of the ticket no
assignee ID of the assignee. Changes assignee of the ticket. To leave the ticket unassigned, use "assignee" : null no
time_spent integer. Adds time spent (in minutes) to the ticket depends on category settings
due_date allowed formats yyyy-mm-dd dd/mm/yyyy no
tags list of tags separated by commas no
attachments list of files total size of all attachments should not exceed 25 MB no
timestamp Update timestamp Allowed formats: yyyy-mm-ddThh:mm:ss yyyy-mm-ddThh:mm:ssZ yyyy-mm-ddThh:mm:ss.ms yyyy-mm-ddThh:mm:ss.msZ no
html agent's private note in html format no
plaintext agent private note in plain text format no
ccf-<id of custom field> Contact custom fields Get the id of the custom fields from list contact custom fields api response Values format: text field: string number: integer / float with 2 decimal places dropdown: the id of the choice multiple choice: list of ids of options date: yyyy-mm-dd no
t-cf-<id of custom field> Ticket custom fields Get the id of the custom fields from list contact custom fields api response Values format: text field: string number: integer / float with 2 decimal places dropdown: the id of the choice multiple choice: list of ids of options * date: yyyy-mm-dd yes for compulsory on ticket completion fields if the status is moved to closed status.

 

 

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9. Adding a Contact reply

API Endpoint: </api/1.1/json/ticket/<ticket_number>/user_reply/

Method: POST

 

Sample payload: 

 

{

 

"text": "This is a response sent by the user via API",

"cc": "exampleaddress@example.com",

"bcc" : ""exampleaddress-2@example.com",

"user": 27662

}

Payload Fields

Field description Required
user ID of the contact who is adding the reply yes
cc list of email addresses separated by commas no
bcc list of email addresses separated by commas no
response the response content in html no
attachments list of files total size of all attachments should not exceed 25 MB no
timestamp update timestamp allowed formats: yyyy-mm-ddThh:mm:ss yyyy-mm-ddThh:mm:ssZ yyyy-mm-ddThh:mm:ss.ms yyyy-mm-ddThh:mm:ss.msZ no
text Reply message in text format yes

 

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10.Edit custom fields values of a ticket

 

API Endpoint:

/api/1.1/json/ticket/<ticket_number>/update_custom_fields/

Method: POST

Payload Fields

Field description Required
staff ID of the agent yes
t-cf-<id> Ticket custom fields. Get the id of the custom fields from list contact custom fields api response values format: text field: string number: integer / float with 2 decimal places dropdown: the id of the choice multiple choice: list of ids of options * date: yyyy-mm-dd yes for compulsory fields

 

 

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11. Update tags of a ticket

API Endpoint: /api/1.1/json/ticket/<ticket_number>/update_tags/

Method: POST

Payload Fields

Field description Required
add list of tags to add separated by commas no
remove list of tags to remove separated by commas no

Example Request

{

"add": "test1, example",

"remove": "test"

}

For a sample success response please refer ticket details response

 

 

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12. Subscribe to ticket (agent only)

API Endpoint: /api/1.1/json/ticket/ticket_number/subscribe/

Method: POST

Payload Fields

Field description Required
staff_id ID of the agent to be added as a subscriber to ticket yes
data list of ids of agents to be added as subscribers to ticket no

Example Request

{

"data": [3, 2],

"staff_id": 1

}

Example success response

{

"message": "Admin Agent, james may, Subscribers added to ticket"

}

 

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13. Unsubscribe from ticket (agent only)

API Endpoint: >/api/1.1/json/ticket/<ticket_number>/unsubscribe/

Method: POST

Payload Fields

Field description Required
staff_id

ID of the agent to be added as a subscriber to ticket - should be “ID of the agent to unsubscribe from a ticket”

yes

Example Request

{

"staff_id": 1

}

Example for a successful response

{

"message": "Admin Agent unsubscribed"

}

 

 

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14. Forward ticket to an external email address

API Endpoint : /api/1.1/json/ticket/<ticket_number>/forward/

Method: POST

Payload Fields

Field description Required
staff_id ID of the agent who is forwarding the ticket yes
to_include_ticket_contact true / false true / false
cc_include_ticket_contact true / false no
to list of email addresses separated by commas yes
cc list of email addresses separated by commas no
bcc list of email addresses separated by commas no
subject email subject yes
message email message yes
send_all_messages true / false no. defaults to true
include_pvt_notes true / false no. default value is false
ticket_attachments list of ids of ticket attachments. Get the ticket attachment ids using get ticket details API endpoint no
attachments list of files total size of all the attached files should not exceed 25 MB no
convert_replies_as_new_ticket true / false no. default value is true

Example Request

{

"staff_id": 1,

"subject": "test",

"to": "james@example.com, john@example.com"

}

Example successful response

{

"message": "Successfully forwarded the ticket #DC00000004"

}

 

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15. Move ticket to another Category

API Endpoint : /api/1.1/json/ticket/<ticket_number>/move/

POST

Payload Fields

Field description Required
staff_id ID of the agent who is changing the ticket category. yes
target_category_id ID of the category to move the ticket to yes
move_note Note to be added when moving the ticket no
assign_to ID of the agent to whom the ticket has to be assigned to no

 

Note: The staff used for the above action should have the below permission enabled for their role.

Example Request

{

"staff_id": 1,

"target_category_id": 2,

"move_note": " move note text ",

"assign_to": 2

}

Example success response

{

"status_code": 200,

"message": "moved ticket to Test"

}

 

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16. Delete a ticket

API Endpoint : /api/1.1/json/ticket/<ticket_number>/delete/

Method: POST

Payload Fields

Field description Required
staff_id ID of the agent that is performing the category change yes

Example request:

{

"staff_id": 1

}

 

Example successful response:


{

"deleted_ticket": "#DC00000005"

}

 

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17. Create ticket with attachments

 

Please send an email to support@happyfox.com requesting a sample code to create a ticket with attachments via API, in the coding language that you are using.

 

 

18. List all ticket custom fields

 

API Endpoint: /api/1.1/json/ticket_custom_fields/

 

Method: GET

 

Example response:

[

{

"name": "City",

"depends_on_choice": null,

"required": false,

"compulsory_on_completed": true,

"choices": null,

"compulsory_on_move": false,

"type": "text",

"id": 1,

"categories": [

{

"category": 1,

"order": 1

}

],

"visible_to_staff_only": false

},

{

"name": "State",

"depends_on_choice": null,

"required": false,

"compulsory_on_completed": false,

"choices": null,

"compulsory_on_move": false,

"type": "text",

"id": 2,

"categories": [

{

"category": 1,

"order": 2

},

{

"category": 2,

"order": 1

},

{

"category": 3,

"order": 1

},

{

"category": 4,

"order": 1

},

{

"category": 5,

"order": 1

}

],

"visible_to_staff_only": false

},

{

"name": "City",

"depends_on_choice": null,

"required": false,

"compulsory_on_completed": false,

"choices": [

{

"text": "Bengaluru",

"id": 4,

"dependant_fields": []

},

{

"text": "Chennai",

"id": 1,

"dependant_fields": []

},

{

"text": "Hyderabad",

"id": 5,

"dependant_fields": []

},

{

"text": "Kochi",

"id": 7,

"dependant_fields": []

},

{

"text": "Mumbai",

"id": 3,

"dependant_fields": []

},

{

"text": "New Delhi",

"id": 2,

"dependant_fields": []

},

{

"text": "Trivandrum",

"id": 6,

"dependant_fields": []

}

],

"compulsory_on_move": false,

"type": "choice",

"id": 3,

"categories": [

{

"category": 1,

"order": 3

},

{

"category": 2,

"order": 2

},

{

"category": 3,

"order": 2

},

{

"category": 4,

"order": 2

},

{

"category": 5,

"order": 2

}

],

"visible_to_staff_only": false

}

]

 

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