Pictures, assignment and setup

Method	Path	Description
PUT, DELETE	/v1/me/avatar	Upload or remove your own picture
POST	/v1/me/heartbeat	Mark yourself as seen (204), for auto-away
PATCH	/v1/members/{user_id}/availability	Set availability and the assignment cap. user_id may be me
PUT, DELETE	/v1/workspace/images/{slot}	Workspace logo and brand images (admin)
PUT, DELETE	/v1/contacts/{id}/avatar	Upload or remove a contact picture (agent)
PUT, DELETE	/v1/companies/{id}/avatar	Upload or remove a company logo (agent)
POST	/v1/contacts/{id}/avatar/refresh, /v1/companies/{id}/avatar/refresh	Look the automatic sources up again (202)
GET	/v1/images/{id}?s=256|64	The processed picture behind every avatar_url (public)
GET, PATCH	/v1/assignment	Workspace mode, per mailbox and team rules, auto-away
GET, PATCH	/v1/triage	Ollie’s triage settings
GET, PUT	/v1/business-hours	Opening hours, holidays and timezone
GET	/v1/onboarding	The setup checklist for the current workspace
POST	/v1/onboarding/dismiss	Hide the checklist for yourself (204)

Reads need any member. Writes to assignment, triage, business hours and workspace images need an admin.

Objects

type AvatarSource = "upload" | "oauth" | "gravatar" | "domain" | "widget";

// On User, Member.user, Contact, Company and Workspace. null means no picture: show initials.
avatar_url: string | null;
avatar_source: AvatarSource | null;

type Workspace = {
  // ...
  avatar_url: string | null; // the workspace logo
  avatar_source: "upload" | null;
  images: {
    help_center_logo: string | null;
    help_center_favicon: string | null;
    widget_avatar: string | null;
    widget_launcher: string | null;
  };
};

type Availability = "online" | "away" | "offline";
type Member = {
  // ...
  availability: Availability; // what the member set
  presence: Availability;     // availability, or "away" when auto-away applies
  max_open_tickets: number | null;
  open_tickets: number;
  last_seen_at: string | null;
};

type AssignMode = "none" | "round_robin" | "load_balanced";
type Assignment = {
  mode: AssignMode;
  rules: { target_type: "mailbox" | "team"; target_id: string; mode: AssignMode }[];
  auto_away_minutes: number; // 0 = off, else 10..1440
};

type TriageSettings = {
  auto_triage: boolean;
  fields: ("priority" | "severity" | "labels" | "team")[]; // default priority, severity, labels
  assign_after_triage: boolean;
  threshold: number; // 0.5..0.99, default 0.7: confidence at or above it applies a decision, below it leaves a suggestion
  engine: { provider: "typesafe" | "llm" | "none"; model: string; connected: boolean };
  available: boolean; // triage can run: AI or a decision engine is configured, and AI is on for the workspace
};

type BusinessHours = {
  enabled: boolean;
  timezone: string;
  schedule: Record<"mon" | "tue" | "wed" | "thu" | "fri" | "sat" | "sun", { start: string; end: string }[]>;
  holidays: { date: string; name: string }[];
};

type Onboarding = {
  steps: { id: string; title: string; description: string; done: boolean; href: string; requires: "admin" | "agent" }[];
  done_count: number;
  total: number;
  dismissed: boolean;
};

Upload a picture

Uploads are multipart/form-data with one file field: PNG, JPEG, GIF or WebP, at most 5 MB and 4096 px a side.

curl -X PUT https://api.opendesk.sh/v1/me/avatar \
  -H "Authorization: Bearer $ACCESS_TOKEN" \
  -F file=@me.jpg

The response is the updated object. Every picture is decoded, cropped to a square (logos are fitted instead), resized to 256 and 64 px and re-encoded as PNG without metadata. The type is read from the content, not the file name or header.

Status	Code	When
413	too_large	The body is over 5 MB
422	unsupported_image	Not a PNG, JPEG, GIF or WebP image (SVG is refused)
422	image_too_large	Over 4096 px a side or 16 megapixels, or under 16 px

Workspace slots are logo, help_center_logo, help_center_favicon, widget_avatar and widget_launcher:

curl -X PUT https://api.opendesk.sh/v1/workspace/images/help_center_logo \
  -H "Authorization: Bearer $ACCESS_TOKEN" \
  -H "OD-Workspace: $WORKSPACE_ID" \
  -F file=@logo.png

PATCH /v1/me with {"avatar_url": "https://..."} copies a picture from a URL instead. It is fetched server-side, and member.updated follows when it is ready.

Serving pictures

GET /v1/images/{id} needs no authentication. Ids are random and each image is immutable, so a new picture always gets a new URL. Responses carry Cache-Control: public, max-age=31536000, immutable, X-Content-Type-Options: nosniff and Content-Security-Policy: default-src 'none'; sandbox. Add ?s=64 for the small size.

Set availability

curl -X PATCH https://api.opendesk.sh/v1/members/me/availability \
  -H "Authorization: Bearer $ACCESS_TOKEN" \
  -H "OD-Workspace: $WORKSPACE_ID" \
  -H "Content-Type: application/json" \
  -d '{ "availability": "away" }'

Members set their own availability. Admins set anyone’s, and max_open_tickets (1 to 1000, null clears). Viewers are never assigned, so a cap for a viewer is refused with 422.

Configure assignment

curl -X PATCH https://api.opendesk.sh/v1/assignment \
  -H "Authorization: Bearer $ACCESS_TOKEN" \
  -H "OD-Workspace: $WORKSPACE_ID" \
  -H "Content-Type: application/json" \
  -d '{ "mode": "round_robin", "auto_away_minutes": 30,
        "rules": [{ "target_type": "team", "target_id": "TEAM_ID", "mode": "load_balanced" }] }'

rules replaces the whole list. See Triage and assignment for how a ticket’s mode and assignee are chosen.

Configure triage

curl -X PATCH https://api.opendesk.sh/v1/triage \
  -H "Authorization: Bearer $ACCESS_TOKEN" \
  -H "OD-Workspace: $WORKSPACE_ID" \
  -H "Content-Type: application/json" \
  -d '{ "auto_triage": true, "fields": ["priority", "severity"], "threshold": 0.8, "assign_after_triage": true }'

engine.provider is typesafe when Ollie decides using Jev by TypeSafe, llm when the configured AI model decides (no confidence gate), or none.

Set business hours

PUT takes the full object. Up to 3 ranges a day on the quarter hour, 24:00 ends a day, and up to 100 holidays.

curl -X PUT https://api.opendesk.sh/v1/business-hours \
  -H "Authorization: Bearer $ACCESS_TOKEN" \
  -H "OD-Workspace: $WORKSPACE_ID" \
  -H "Content-Type: application/json" \
  -d '{ "enabled": true, "timezone": "Europe/Budapest",
        "schedule": { "mon": [{ "start": "09:00", "end": "17:00" }], "tue": [{ "start": "09:00", "end": "17:00" }],
                      "wed": [{ "start": "09:00", "end": "17:00" }], "thu": [{ "start": "09:00", "end": "17:00" }],
                      "fri": [{ "start": "09:00", "end": "13:00" }], "sat": [], "sun": [] },
        "holidays": [{ "date": "2026-12-25", "name": "Christmas" }] }'

SLA policies with business_hours: true count only open minutes.

Onboarding

Each step is computed from the workspace’s real state, so it is done as soon as the thing exists. Step ids are connect_mailbox, invite_teammate, upload_photo, install_widget, publish_article, setup_triage, create_label and try_ollie.

Events

Event	When
member.updated	A member’s picture, availability or cap changed
contact.updated	A contact’s picture changed
company.updated	A company’s logo changed
workspace.updated	The workspace logo, a brand image or settings changed

Audit log actions: user.avatar_updated, user.avatar_removed, contact.avatar_updated, contact.avatar_removed, company.avatar_updated, company.avatar_removed, workspace.image_updated, workspace.image_removed, member.assignment_cap_changed, assignment.updated, triage.updated and business_hours.updated.