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 |
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 helpdesk@brand.com |
from | string | from address, for instance customer@freemail.com |
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 |
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. |
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 |
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