# Ticket
All communication within Omnidesk is facilitated through tickets. Tickets can contain messages (displayed on the timeline), have a status (like new, open or solved) and be assigned to groups. These and many other options are available through the API.
## Get timeline
`GET` `https://account.omnidesk.com/api/v2/ticket/:ticketID`
This method will show the ticket and corresponding timeline, including status, tags, assignment, messages etc.
#### Path Parameters
| Name | Type | Description |
| ---------------- | ------- | ---------------------------------------- |
| getTicketHistory | boolean | Also get the event history on the ticket |
{% tabs %}
{% tab title="200 " %}
```
{
"type": "item",
"item": {
"assigned_group_id": 10003,
"assigned_user_id": 0,
"channel_account_id": "0",
"channel_id": 1,
"closed_at": null,
"created_at": "2019-09-28 22:06:16",
"customer_id": 626822,
"direction": "inbound",
"external_gui_url": "https://guiurl.brand.com/?ticketID=858462#20164564646592575",
"external_id": "BFFDAFF1-6E3F-2244-93EE-65A9CF3D0ECE.1",
"form_id": null,
"from": "thomas@test.com",
"from_name": "",
"grade_by_customer": null,
"icon": "e-mail",
"last_update": "2019-09-28 22:06:16",
"last_update_agent": null,
"last_update_customer": "2019-09-28 22:06:16",
"priority": "medium",
"show_timeline": 1,
"sla_breach_customer_wait_time": null,
"sla_breach_first_reply_time": "2019-10-01 12:00:00",
"sla_breach_next_reply_time": null,
"sla_breach_user_work_time": null,
"sla_next_breach": "2019-10-01 12:00:00",
"sla_next_breach_current_status": "active",
"sla_policy_id": 5,
"snooze_time": null,
"snooze_time_sent": null,
"title": "vraag van Thomas",
"to": "service@mybrand.com",
"to_name": "",
"status": "new",
"id": 858462,
"channel_name": "e-mail",
"channel_icon": "e-mail",
"brand_name": "MyBrand",
"brand_id": 2,
"timeline": [
{
"id": 4090647,
"ticket_id": 858462,
"item_type": "assigned_group_id",
"item_type_id": "10003",
"description": "Assigned to Servicee",
"initiated_by": "trigger: Assign to service",
"created_at": "2019-09-28 22:06:23",
"type": "event"
},
{
"to": null,
"from": null,
"image": "",
"created_at": "2019-09-28 23:30:13",
"pinned": 0,
"id": "3143281",
"channel_name": null,
"channel_icon": null,
"type": "note",
"status_new": "open",
"user_id": 254,
"user_name": "marleen",
"user_avatar": "",
"channel_id": 0,
"direction": "",
"content": "My intern note on this ticket",
"ticket_id": 858462,
"external_id": null,
"from_name": "",
"to_name": "",
"meta_data": "[]",
"in_queue": 0,
"send_at": null,
"files": []
},
{
"to": "service@mybrand.com",
"from": "thomas@test.com",
"image": "",
"created_at": "2019-09-28 22:06:17",
"pinned": 0,
"id": "3143690",
"channel_name": "e-mail",
"channel_icon": "e-mail",
"type": "message",
"status_new": "new",
"user_id": 0,
"user_name": "Anonymous",
"user_avatar": "",
"channel_id": 1,
"direction": "inbound",
"content": "\nHTML email content
\n",
"ticket_id": 858462,
"external_id": "BFFDAFF1-6E3F-2244-93EE-65A9CF3D0ECE.1",
"from_name": "",
"to_name": "",
"meta_data": "{\"to\":[{\"address\":\"service@mybrand.com\",\"name\":\"\"}]}",
"in_queue": 0,
"send_at": null,
"content_whole": "HTML content",
"email_details": "to: service@mybrand.com",
"email_show_reply_all": false,
"files": []
}
],
"following": false,
"sla_next_breach_seconds": 222706,
"customer": {
"id": 626822,
"brand_id": 2,
"external_primary_id": "20164564646592575",
"firstname": "T",
"lastname": "van Test",
"created_at": "2019-09-28 22:06:16"
},
"customer_channels": [
{
"id": 1194929,
"brand_id": 2,
"customer_id": 624822,
"channel_id": 1,
"unique_reference": "thomas@test.com",
"linked_by_user_id": 0,
"name": "e-mail",
"icon": "e-mail"
},
{
"id": 1194930,
"brand_id": 2,
"customer_id": 626822,
"channel_id": 2,
"unique_reference": "+3164568456",
"linked_by_user_id": 0,
"name": "telephone",
"icon": "telephone"
}
],
"tags": "",
"customer_custom_fields": [],
"assign_options_groups": [
{
"id": 10002,
"name": "Finance"
},
{
"id": 10003,
"name": "Customer Support"
}
],
"assign_options_users": [
{
"id": 1,
"name": "thomas"
},
{
"id": 2,
"name": "marleen"
}
],
"original_channel_id": 0
}
}
```
{% endtab %}
{% endtabs %}
## Create a ticket
`POST` `https://account.omnidesk.com/api/v2/ticket`
Please note that the to and from should be inverted when using direction outbound.
#### Request Body
| Name | Type | Description |
| --------------- | ------- | -------------------------------------------------- |
| assignedGroupID | integer | id of the group assigned to the ticket |
| to | string | to address, for instance |
| from | string | from address, for instance |
| direction | string | inbound or outbound |
| channelID | integer | see our channelID documentation, 1 = email |
| brandID | integer | brandID can be viewed in settings > brands |
| title | string | title of the ticket |
| formID | integer | form id you want to attach to the ticket |
{% tabs %}
{% tab title="200 " %}
```
{"type":"item","item":{"id":"", "other ticket fields": ...}}
```
{% endtab %}
{% endtabs %}
After that you can start adding information to the ticket. As an example we will set the status of the ticket below or add a message or update form fields (see the subpages: message, form field, etc).
## Update Ticket
`PUT` `https://account.omnidesk.com/api/v2/ticket/:ticketID`
Provide the fields you want to update. All fields are optional. If you do not provide a certain field it will not get updated.
#### Request Body
| Name | Type | Description |
| ----------------- | ------ | ------------------------------------------------------------------------------------------------- |
| title | string | |
| status | string | Status changes of a ticket will trigger updated trigger |
| externalPrimaryID | string | Your primary (customer) ID, if the customer does not exist the ticket will be set to no customer. |
{% tabs %}
{% tab title="200 " %}
```
{"type": "result", "message": "Ticket updated."}
```
{% endtab %}
{% endtabs %}
## Set the status of a ticket
`POST` `https://account.omnidesk.com/api/v2/ticket/setstatus`
Status updates will trigger the updated trigger.
#### Request Body
| Name | Type | Description |
| ------------ | ------- | ----------------------------------------------------- |
| ticketIDs\[] | integer | List of ticket ids the change should be applied to. |
| status | string | Options: new, open, pending, holding, solved, closed |
{% tabs %}
{% tab title="200 " %}
```
{ "type": "result", "message": "Ticket status is updated."}
```
{% endtab %}
{% endtabs %}
---
# Agent Instructions: Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.
Perform an HTTP GET request on the current page URL with the `ask` query parameter:
```
GET https://docs.omnidesk.io/omnidesk/ticket.md?ask=
```
The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.
Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.