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.
{"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": "<!DOCTYPE html PUBLIC \"-//W3C//DTD HTML 4.0 Transitional//EN\" \"http://www.w3.org/TR/REC-html40/loose.dtd\">\n<html><body><p><b>HTML</b> email content</p></body></html>\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": "<b>HTML</b> 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}}
{"type":"item","item":{"id":"", "other ticket fields": ...}}
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).
{"type": "result", "message": "Ticket updated."}
{ "type": "result", "message": "Ticket status is updated."}