Tickets

Scopes: tickets:read to read, tickets:write to change.

Method	Path	Description
GET	/v1/tickets	List tickets
GET	/v1/tickets/counts	Counts for the sidebar
POST	/v1/tickets	Create a ticket
GET	/v1/tickets/{id}	Get a ticket
PATCH	/v1/tickets/{id}	Update a ticket
DELETE	/v1/tickets/{id}	Delete a ticket (soft delete)
POST	/v1/tickets/bulk	Update or delete many tickets
POST	/v1/tickets/{id}/merge	Merge into another ticket
GET	/v1/tickets/{id}/activities	The ticket’s activity, ascending

Messages are on their own page: Messages and attachments.

The ticket object

type Ticket = {
  id: string;
  number: number;
  subject: string;
  status: "open" | "pending" | "on_hold" | "solved" | "closed";
  priority: "low" | "normal" | "high" | "urgent";
  severity: "sev1" | "sev2" | "sev3" | "sev4" | null; // business impact, sev1 the most severe
  channel: "email" | "chat" | "api" | "portal";
  mailbox_id: string | null;
  contact: ContactRef | null;
  assignee: UserRef | null;
  team_id: string | null;
  tags: { id: string; name: string; color: LabelColor; group_id: string | null }[];
  sla: { policy_id: string; first_response_due_at: string | null; resolution_due_at: string | null; breached: boolean } | null;
  first_responded_at: string | null;
  solved_at: string | null;
  snoozed_until: string | null;
  last_message_at: string;
  last_customer_message_at: string | null;
  last_message_preview: string;
  message_count: number;
  spam: boolean;
  csat: { score: number; comment: string } | null;
  custom: Record<string, unknown>;
  fields: Record<string, FieldValue>; // custom fields, by key
  created_at: string;
  updated_at: string;
};

List tickets

curl "https://api.opendesk.sh/v1/tickets?status=open,pending&assignee=none&sort=due&order=asc" \
  -H "Authorization: Bearer od_live_..."

Filter	Values
status	comma-separated statuses
priority	comma-separated priorities
severity	comma-separated sev1 to sev4, and none for tickets without one
assignee	me, none or a user id
team_id, mailbox_id, contact_id, view_id	ids
tag	a label name
field.<key>, field.<key>[<op>]	a custom field filter
channel	email, chat, api, portal
q	text search
spam	true or false
sort	last_message_at, created_at, priority, severity (sev1 first, none last), due, field.<key>
order	asc or desc

Plus limit and cursor.

Counts

curl https://api.opendesk.sh/v1/tickets/counts -H "Authorization: Bearer od_live_..."

{ "unassigned": 4, "mine": 7, "open": 23, "pending": 9, "on_hold": 2, "solved": 310, "spam": 1, "views": { "<view_id>": 5 } }

Create a ticket

curl https://api.opendesk.sh/v1/tickets \
  -H "Authorization: Bearer od_live_..." \
  -H "Idempotency-Key: $(uuidgen)" \
  -H "Content-Type: application/json" \
  -d '{
    "subject": "Refund for order 1234",
    "contact": { "email": "ana@example.com", "name": "Ana" },
    "channel": "email",
    "mailbox_id": "0192f0c4-...",
    "body_html": "<p>Hi Ana, your refund is on its way.</p>",
    "kind": "reply",
    "priority": "high",
    "tags": ["billing"],
    "status": "pending"
  }'

Field	Notes
subject	required
contact_id or contact	an existing contact, or { email, name } to find or create one
channel	email or api
mailbox_id	the mailbox to send from, for email tickets
body_html	the first message
kind	reply or note
priority, severity, assignee_id, team_id, tags, fields, status	optional

An email ticket created with a reply sends that reply to the contact from the mailbox.

Get a ticket

id can be the UUID, the number, or # and the number (URL-encoded as %23).

curl https://api.opendesk.sh/v1/tickets/1042 -H "Authorization: Bearer od_live_..."

Update a ticket

curl -X PATCH https://api.opendesk.sh/v1/tickets/1042 \
  -H "Authorization: Bearer od_live_..." \
  -H "Content-Type: application/json" \
  -d '{ "status": "solved", "tags": ["billing", "refund"] }'

Fields: subject, status, priority, severity (null clears), assignee_id, team_id, snoozed_until, spam, tags (replaces the set), add_tags, remove_tags, fields (merged, null clears), custom. See Labels and custom fields for the label rules and value types. Solving a ticket while a required field is empty answers 422 field_required. Changing priority, severity, team_id, spam or labels removes Ollie’s pending suggestion for that field (see Decisions).

Bulk update

curl https://api.opendesk.sh/v1/tickets/bulk \
  -H "Authorization: Bearer od_live_..." \
  -H "Content-Type: application/json" \
  -d '{ "ids": ["...", "..."], "patch": { "status": "closed" } }'

Send { "ids": [...], "delete": true } to delete instead.

Merge

curl https://api.opendesk.sh/v1/tickets/1042/merge \
  -H "Authorization: Bearer od_live_..." \
  -H "Content-Type: application/json" \
  -d '{ "into_id": "1038" }'

Activities

GET /v1/tickets/{id}/activities returns the timeline entries that are not messages:

Type	Data
status_changed, priority_changed, severity_changed, assigned	{ from, to }. A status_changed with reason: "sender_unverified" and message_id has from equal to to: a reply that failed sender checks left the status as it was
team_changed
tagged, untagged	{ tag }
sla_breached	{ kind }
merged	{ into }
csat_received	{ score }

Events

ticket.created, ticket.updated (with a changes list), ticket.deleted and activity.created. See the events catalog.