{ "openapi": "3.1.0", "info": { "title": "RelayDesk Ticket API", "version": "1.2.0", "description": "Phase 12.23, RelayDesk 0.12.23. Formal tickets in the existing support aggregate. Keys require workspace API entitlement and their issuing account’s current chat permissions and visibility. 60 requests per key per minute, including denied over-limit attempts. Public message bodies only; internal notes, customer session/network data and attachments are excluded. Custom fields have separate explicit read/write scopes. Cursor feeds are bounded live reads, not snapshots; upsert by ticket UUID. Ticket scopes require tickets:read. Field writes also require tickets:fields:read, current ticket/field/form versions and a complete replacement values object. Assignment writes require both assignment scopes, a current ticket version and a reason; they reuse staff transfer rules. Null agent requests team routing, which can select an available agent. Transferring away may remove the issuing agent’s access; subsequent reads and retries then return 404. Existing chat scopes do not grant ticket access." }, "servers": [ { "url": "/api/v1" } ], "components": { "securitySchemes": { "relaydeskKey": { "type": "http", "scheme": "bearer", "description": "An existing RelayDesk rdk API key, shown once at creation." } } }, "paths": { "/ticket-assignment-options": { "get": { "operationId": "listAssignmentOptions", "summary": "List enabled teams or active support agents; final eligibility is checked on assignment", "tags": [ "Tickets" ], "security": [ { "relaydeskKey": [] } ], "x-relaydesk-scopes": [ "tickets:read", "tickets:assignment:read" ], "parameters": [ { "name": "kind", "in": "query", "required": true, "schema": { "type": "string", "enum": [ "teams", "agents" ] } }, { "name": "team_id", "in": "query", "required": false, "schema": { "type": "string", "format": "uuid" }, "description": "Agents only: restrict to an enabled team." }, { "name": "after_id", "in": "query", "required": false, "schema": { "type": "string", "format": "uuid" }, "description": "UUID continuation; retain kind and team filter." }, { "name": "limit", "in": "query", "required": false, "schema": { "type": "integer", "minimum": 1, "maximum": 100, "default": 30 } } ], "responses": { "200": { "description": "Success or exact replay", "content": { "application/json": { "schema": { "$schema": "https://json-schema.org/draft/2020-12/schema", "type": "object", "properties": { "kind": { "type": "string", "enum": [ "teams", "agents" ] }, "items": { "type": "array", "items": { "type": "object", "properties": { "id": { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, "name": { "type": "string" }, "department_id": { "anyOf": [ { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, { "type": "null" } ] } }, "required": [ "id", "name", "department_id" ], "additionalProperties": false } }, "next_after_id": { "anyOf": [ { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, { "type": "null" } ] } }, "required": [ "kind", "items", "next_after_id" ], "additionalProperties": false } } } }, "400": { "description": "Invalid input", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "401": { "description": "Unavailable API key", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "402": { "description": "Billing restricted", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "403": { "description": "Scope or current access denied", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "404": { "description": "Ticket not found", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "409": { "description": "Version, transition or request conflict", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "429": { "description": "Rate limit reached", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "451": { "description": "Legal acceptance required", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "500": { "description": "Server error", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } } } } }, "/tickets/{id}/assignment": { "put": { "operationId": "assignTicket", "summary": "Transfer an open ticket using existing routing rules. Null agent invokes the selected team routing strategy.", "tags": [ "Tickets" ], "security": [ { "relaydeskKey": [] } ], "x-relaydesk-scopes": [ "tickets:read", "tickets:assignment:read", "tickets:assignment:write" ], "parameters": [ { "name": "id", "in": "path", "required": true, "schema": { "type": "string", "format": "uuid" } }, { "name": "Idempotency-Key", "in": "header", "required": true, "description": "UUID, unique per API key. Reuse the identical method, ticket and body on retry. Receipts remain until the key/ticket is deleted. Replays return current data.", "schema": { "type": "string", "format": "uuid" } } ], "requestBody": { "required": true, "content": { "application/json": { "schema": { "$schema": "https://json-schema.org/draft/2020-12/schema", "type": "object", "properties": { "expected_version": { "type": "integer", "minimum": 1, "maximum": 2147483647 }, "team_id": { "anyOf": [ { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, { "type": "null" } ] }, "assigned_user_id": { "anyOf": [ { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, { "type": "null" } ] }, "reason": { "type": "string", "minLength": 1, "maxLength": 500 } }, "required": [ "expected_version", "team_id", "assigned_user_id", "reason" ], "additionalProperties": false } } } }, "responses": { "200": { "description": "Success or exact replay", "content": { "application/json": { "schema": { "$schema": "https://json-schema.org/draft/2020-12/schema", "type": "object", "properties": { "ticket": { "type": "object", "properties": { "id": { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, "reference": { "type": "string" }, "subject": { "type": "string" }, "status": { "type": "string", "enum": [ "new", "open", "pending", "on_hold", "solved", "closed" ] }, "priority": { "type": "string", "enum": [ "low", "normal", "high", "urgent" ] }, "channel": { "type": "string" }, "assigned_user_id": { "anyOf": [ { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, { "type": "null" } ] }, "team_id": { "anyOf": [ { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, { "type": "null" } ] }, "department_id": { "anyOf": [ { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, { "type": "null" } ] }, "version": { "type": "integer", "minimum": 1, "maximum": 9007199254740991 }, "created_at": { "type": "string", "format": "date-time", "pattern": "^(?:(?:\\d\\d[2468][048]|\\d\\d[13579][26]|\\d\\d0[48]|[02468][048]00|[13579][26]00)-02-29|\\d{4}-(?:(?:0[13578]|1[02])-(?:0[1-9]|[12]\\d|3[01])|(?:0[469]|11)-(?:0[1-9]|[12]\\d|30)|(?:02)-(?:0[1-9]|1\\d|2[0-8])))T(?:(?:[01]\\d|2[0-3]):[0-5]\\d:[0-5]\\d(?:\\.\\d+)?(?:Z))$" }, "updated_at": { "type": "string", "format": "date-time", "pattern": "^(?:(?:\\d\\d[2468][048]|\\d\\d[13579][26]|\\d\\d0[48]|[02468][048]00|[13579][26]00)-02-29|\\d{4}-(?:(?:0[13578]|1[02])-(?:0[1-9]|[12]\\d|3[01])|(?:0[469]|11)-(?:0[1-9]|[12]\\d|30)|(?:02)-(?:0[1-9]|1\\d|2[0-8])))T(?:(?:[01]\\d|2[0-3]):[0-5]\\d:[0-5]\\d(?:\\.\\d+)?(?:Z))$" }, "merged_into_id": { "anyOf": [ { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, { "type": "null" } ] } }, "required": [ "id", "reference", "subject", "status", "priority", "channel", "assigned_user_id", "team_id", "department_id", "version", "created_at", "updated_at", "merged_into_id" ], "additionalProperties": false }, "duplicate": { "type": "boolean" } }, "required": [ "ticket", "duplicate" ], "additionalProperties": false } } } }, "400": { "description": "Invalid input", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "401": { "description": "Unavailable API key", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "402": { "description": "Billing restricted", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "403": { "description": "Scope or current access denied", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "404": { "description": "Ticket not found", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "409": { "description": "Version, transition or request conflict", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "429": { "description": "Rate limit reached", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "451": { "description": "Legal acceptance required", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "500": { "description": "Server error", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } } } } }, "/ticket-forms": { "get": { "operationId": "listTicketForms", "summary": "Read field definitions and form layouts, including archived definitions", "tags": [ "Tickets" ], "security": [ { "relaydeskKey": [] } ], "x-relaydesk-scopes": [ "tickets:read", "tickets:fields:read" ], "parameters": [], "responses": { "200": { "description": "Success or exact replay", "content": { "application/json": { "schema": { "$schema": "https://json-schema.org/draft/2020-12/schema", "type": "object", "properties": { "fields": { "maxItems": 100, "type": "array", "items": { "type": "object", "properties": { "id": { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, "key": { "type": "string" }, "label": { "type": "string" }, "description": { "type": "string" }, "kind": { "type": "string", "enum": [ "text", "multiline", "number", "date", "checkbox", "select", "multiselect" ] }, "options": { "type": "array", "items": { "type": "object", "properties": { "value": { "type": "string", "pattern": "^[a-z0-9][a-z0-9_-]{0,59}$" }, "label": { "type": "string", "minLength": 1, "maxLength": 80 } }, "required": [ "value", "label" ], "additionalProperties": false } }, "archived": { "type": "boolean" }, "reportable": { "type": "boolean" }, "version": { "type": "integer", "exclusiveMinimum": 0, "maximum": 9007199254740991 } }, "required": [ "id", "key", "label", "description", "kind", "options", "archived", "reportable", "version" ], "additionalProperties": false } }, "forms": { "maxItems": 30, "type": "array", "items": { "type": "object", "properties": { "id": { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, "name": { "type": "string" }, "description": { "type": "string" }, "layout": { "minItems": 1, "maxItems": 50, "type": "array", "items": { "type": "object", "properties": { "field_id": { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, "required": { "type": "boolean" }, "show_when": { "type": "object", "properties": { "field_id": { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, "equals": { "anyOf": [ { "type": "string", "maxLength": 2000 }, { "type": "number" }, { "type": "boolean" } ] } }, "required": [ "field_id", "equals" ], "additionalProperties": false } }, "required": [ "field_id", "required" ], "additionalProperties": false } }, "archived": { "type": "boolean" }, "is_default": { "type": "boolean" }, "version": { "type": "integer", "exclusiveMinimum": 0, "maximum": 9007199254740991 } }, "required": [ "id", "name", "description", "layout", "archived", "is_default", "version" ], "additionalProperties": false } } }, "required": [ "fields", "forms" ], "additionalProperties": false } } } }, "400": { "description": "Invalid input", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "401": { "description": "Unavailable API key", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "402": { "description": "Billing restricted", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "403": { "description": "Scope or current access denied", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "404": { "description": "Ticket not found", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "409": { "description": "Version, transition or request conflict", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "429": { "description": "Rate limit reached", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "451": { "description": "Legal acceptance required", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "500": { "description": "Server error", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } } } } }, "/tickets/{id}/fields": { "get": { "operationId": "getTicketFields", "summary": "Read structured values and current ticket, field and form versions", "tags": [ "Tickets" ], "security": [ { "relaydeskKey": [] } ], "x-relaydesk-scopes": [ "tickets:read", "tickets:fields:read" ], "parameters": [ { "name": "id", "in": "path", "required": true, "schema": { "type": "string", "format": "uuid" } } ], "responses": { "200": { "description": "Success or exact replay", "content": { "application/json": { "schema": { "$schema": "https://json-schema.org/draft/2020-12/schema", "type": "object", "properties": { "fields": { "maxItems": 100, "type": "array", "items": { "type": "object", "properties": { "id": { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, "key": { "type": "string" }, "label": { "type": "string" }, "description": { "type": "string" }, "kind": { "type": "string", "enum": [ "text", "multiline", "number", "date", "checkbox", "select", "multiselect" ] }, "options": { "type": "array", "items": { "type": "object", "properties": { "value": { "type": "string", "pattern": "^[a-z0-9][a-z0-9_-]{0,59}$" }, "label": { "type": "string", "minLength": 1, "maxLength": 80 } }, "required": [ "value", "label" ], "additionalProperties": false } }, "archived": { "type": "boolean" }, "reportable": { "type": "boolean" }, "version": { "type": "integer", "exclusiveMinimum": 0, "maximum": 9007199254740991 } }, "required": [ "id", "key", "label", "description", "kind", "options", "archived", "reportable", "version" ], "additionalProperties": false } }, "forms": { "maxItems": 30, "type": "array", "items": { "type": "object", "properties": { "id": { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, "name": { "type": "string" }, "description": { "type": "string" }, "layout": { "minItems": 1, "maxItems": 50, "type": "array", "items": { "type": "object", "properties": { "field_id": { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, "required": { "type": "boolean" }, "show_when": { "type": "object", "properties": { "field_id": { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, "equals": { "anyOf": [ { "type": "string", "maxLength": 2000 }, { "type": "number" }, { "type": "boolean" } ] } }, "required": [ "field_id", "equals" ], "additionalProperties": false } }, "required": [ "field_id", "required" ], "additionalProperties": false } }, "archived": { "type": "boolean" }, "is_default": { "type": "boolean" }, "version": { "type": "integer", "exclusiveMinimum": 0, "maximum": 9007199254740991 } }, "required": [ "id", "name", "description", "layout", "archived", "is_default", "version" ], "additionalProperties": false } }, "ticket_id": { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, "ticket_version": { "type": "integer", "exclusiveMinimum": 0, "maximum": 9007199254740991 }, "form_id": { "anyOf": [ { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, { "type": "null" } ] }, "form_version": { "anyOf": [ { "type": "integer", "exclusiveMinimum": 0, "maximum": 9007199254740991 }, { "type": "null" } ] }, "version": { "type": "integer", "exclusiveMinimum": 0, "maximum": 9007199254740991 }, "values": { "type": "object", "propertyNames": { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, "additionalProperties": { "anyOf": [ { "type": "string", "maxLength": 10000 }, { "type": "number" }, { "type": "boolean" }, { "maxItems": 50, "type": "array", "items": { "type": "string", "maxLength": 60 } } ] } } }, "required": [ "fields", "forms", "ticket_id", "ticket_version", "form_id", "form_version", "version", "values" ], "additionalProperties": false } } } }, "400": { "description": "Invalid input", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "401": { "description": "Unavailable API key", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "402": { "description": "Billing restricted", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "403": { "description": "Scope or current access denied", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "404": { "description": "Ticket not found", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "409": { "description": "Version, transition or request conflict", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "429": { "description": "Rate limit reached", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "451": { "description": "Legal acceptance required", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "500": { "description": "Server error", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } } } }, "put": { "operationId": "updateTicketFields", "summary": "Replace field values using existing form rules; retain archived values unchanged", "tags": [ "Tickets" ], "security": [ { "relaydeskKey": [] } ], "x-relaydesk-scopes": [ "tickets:read", "tickets:fields:read", "tickets:fields:write" ], "parameters": [ { "name": "id", "in": "path", "required": true, "schema": { "type": "string", "format": "uuid" } }, { "name": "Idempotency-Key", "in": "header", "required": true, "description": "UUID, unique per API key. Reuse the identical method, ticket and body on retry. Receipts remain until the key/ticket is deleted. Replays return current data.", "schema": { "type": "string", "format": "uuid" } } ], "requestBody": { "required": true, "content": { "application/json": { "schema": { "$schema": "https://json-schema.org/draft/2020-12/schema", "type": "object", "properties": { "expected_version": { "type": "integer", "minimum": 1, "maximum": 2147483647 }, "expected_fields_version": { "type": "integer", "exclusiveMinimum": 0, "maximum": 9007199254740991 }, "form_id": { "anyOf": [ { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, { "type": "null" } ] }, "form_version": { "anyOf": [ { "type": "integer", "exclusiveMinimum": 0, "maximum": 9007199254740991 }, { "type": "null" } ] }, "values": { "type": "object", "propertyNames": { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, "additionalProperties": { "anyOf": [ { "type": "string", "maxLength": 10000 }, { "type": "number" }, { "type": "boolean" }, { "maxItems": 50, "type": "array", "items": { "type": "string", "maxLength": 60 } } ] } } }, "required": [ "expected_version", "expected_fields_version", "form_id", "form_version", "values" ], "additionalProperties": false } } } }, "responses": { "200": { "description": "Success or exact replay", "content": { "application/json": { "schema": { "$schema": "https://json-schema.org/draft/2020-12/schema", "type": "object", "properties": { "fields": { "type": "object", "properties": { "fields": { "maxItems": 100, "type": "array", "items": { "type": "object", "properties": { "id": { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, "key": { "type": "string" }, "label": { "type": "string" }, "description": { "type": "string" }, "kind": { "type": "string", "enum": [ "text", "multiline", "number", "date", "checkbox", "select", "multiselect" ] }, "options": { "type": "array", "items": { "type": "object", "properties": { "value": { "type": "string", "pattern": "^[a-z0-9][a-z0-9_-]{0,59}$" }, "label": { "type": "string", "minLength": 1, "maxLength": 80 } }, "required": [ "value", "label" ], "additionalProperties": false } }, "archived": { "type": "boolean" }, "reportable": { "type": "boolean" }, "version": { "type": "integer", "exclusiveMinimum": 0, "maximum": 9007199254740991 } }, "required": [ "id", "key", "label", "description", "kind", "options", "archived", "reportable", "version" ], "additionalProperties": false } }, "forms": { "maxItems": 30, "type": "array", "items": { "type": "object", "properties": { "id": { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, "name": { "type": "string" }, "description": { "type": "string" }, "layout": { "minItems": 1, "maxItems": 50, "type": "array", "items": { "type": "object", "properties": { "field_id": { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, "required": { "type": "boolean" }, "show_when": { "type": "object", "properties": { "field_id": { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, "equals": { "anyOf": [ { "type": "string", "maxLength": 2000 }, { "type": "number" }, { "type": "boolean" } ] } }, "required": [ "field_id", "equals" ], "additionalProperties": false } }, "required": [ "field_id", "required" ], "additionalProperties": false } }, "archived": { "type": "boolean" }, "is_default": { "type": "boolean" }, "version": { "type": "integer", "exclusiveMinimum": 0, "maximum": 9007199254740991 } }, "required": [ "id", "name", "description", "layout", "archived", "is_default", "version" ], "additionalProperties": false } }, "ticket_id": { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, "ticket_version": { "type": "integer", "exclusiveMinimum": 0, "maximum": 9007199254740991 }, "form_id": { "anyOf": [ { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, { "type": "null" } ] }, "form_version": { "anyOf": [ { "type": "integer", "exclusiveMinimum": 0, "maximum": 9007199254740991 }, { "type": "null" } ] }, "version": { "type": "integer", "exclusiveMinimum": 0, "maximum": 9007199254740991 }, "values": { "type": "object", "propertyNames": { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, "additionalProperties": { "anyOf": [ { "type": "string", "maxLength": 10000 }, { "type": "number" }, { "type": "boolean" }, { "maxItems": 50, "type": "array", "items": { "type": "string", "maxLength": 60 } } ] } } }, "required": [ "fields", "forms", "ticket_id", "ticket_version", "form_id", "form_version", "version", "values" ], "additionalProperties": false }, "duplicate": { "type": "boolean" } }, "required": [ "fields", "duplicate" ], "additionalProperties": false } } } }, "400": { "description": "Invalid input", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "401": { "description": "Unavailable API key", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "402": { "description": "Billing restricted", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "403": { "description": "Scope or current access denied", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "404": { "description": "Ticket not found", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "409": { "description": "Version, transition or request conflict", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "429": { "description": "Rate limit reached", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "451": { "description": "Legal acceptance required", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "500": { "description": "Server error", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } } } } }, "/tickets": { "get": { "operationId": "listTickets", "summary": "List formal tickets by update time", "tags": [ "Tickets" ], "security": [ { "relaydeskKey": [] } ], "x-relaydesk-scopes": [ "tickets:read" ], "parameters": [ { "name": "limit", "in": "query", "required": false, "schema": { "type": "integer", "minimum": 1, "maximum": 100, "default": 30 } }, { "name": "cursor", "in": "query", "required": false, "schema": { "type": "string", "maxLength": 512 }, "description": "Opaque continuation. Retain the same filters." }, { "name": "updated_since", "in": "query", "required": false, "schema": { "type": "string", "format": "date-time" }, "description": "Inclusive lower bound." }, { "name": "status", "in": "query", "required": false, "schema": { "$schema": "https://json-schema.org/draft/2020-12/schema", "type": "string", "enum": [ "new", "open", "pending", "on_hold", "solved", "closed" ] } }, { "name": "reference", "in": "query", "required": false, "schema": { "type": "string", "pattern": "^RLY-\\d{6,19}$" } } ], "responses": { "200": { "description": "Success or exact replay", "content": { "application/json": { "schema": { "$schema": "https://json-schema.org/draft/2020-12/schema", "type": "object", "properties": { "items": { "type": "array", "items": { "type": "object", "properties": { "id": { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, "reference": { "type": "string" }, "subject": { "type": "string" }, "status": { "type": "string", "enum": [ "new", "open", "pending", "on_hold", "solved", "closed" ] }, "priority": { "type": "string", "enum": [ "low", "normal", "high", "urgent" ] }, "channel": { "type": "string" }, "assigned_user_id": { "anyOf": [ { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, { "type": "null" } ] }, "team_id": { "anyOf": [ { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, { "type": "null" } ] }, "department_id": { "anyOf": [ { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, { "type": "null" } ] }, "version": { "type": "integer", "minimum": 1, "maximum": 9007199254740991 }, "created_at": { "type": "string", "format": "date-time", "pattern": "^(?:(?:\\d\\d[2468][048]|\\d\\d[13579][26]|\\d\\d0[48]|[02468][048]00|[13579][26]00)-02-29|\\d{4}-(?:(?:0[13578]|1[02])-(?:0[1-9]|[12]\\d|3[01])|(?:0[469]|11)-(?:0[1-9]|[12]\\d|30)|(?:02)-(?:0[1-9]|1\\d|2[0-8])))T(?:(?:[01]\\d|2[0-3]):[0-5]\\d:[0-5]\\d(?:\\.\\d+)?(?:Z))$" }, "updated_at": { "type": "string", "format": "date-time", "pattern": "^(?:(?:\\d\\d[2468][048]|\\d\\d[13579][26]|\\d\\d0[48]|[02468][048]00|[13579][26]00)-02-29|\\d{4}-(?:(?:0[13578]|1[02])-(?:0[1-9]|[12]\\d|3[01])|(?:0[469]|11)-(?:0[1-9]|[12]\\d|30)|(?:02)-(?:0[1-9]|1\\d|2[0-8])))T(?:(?:[01]\\d|2[0-3]):[0-5]\\d:[0-5]\\d(?:\\.\\d+)?(?:Z))$" }, "merged_into_id": { "anyOf": [ { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, { "type": "null" } ] } }, "required": [ "id", "reference", "subject", "status", "priority", "channel", "assigned_user_id", "team_id", "department_id", "version", "created_at", "updated_at", "merged_into_id" ], "additionalProperties": false } }, "next_cursor": { "type": [ "string", "null" ] } }, "required": [ "items", "next_cursor" ], "additionalProperties": false } } } }, "400": { "description": "Invalid input", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "401": { "description": "Unavailable API key", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "402": { "description": "Billing restricted", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "403": { "description": "Scope or current access denied", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "404": { "description": "Ticket not found", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "409": { "description": "Version, transition or request conflict", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "429": { "description": "Rate limit reached", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "451": { "description": "Legal acceptance required", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "500": { "description": "Server error", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } } } } }, "/tickets/{id}": { "get": { "operationId": "getTicket", "summary": "Read a formal ticket", "tags": [ "Tickets" ], "security": [ { "relaydeskKey": [] } ], "x-relaydesk-scopes": [ "tickets:read" ], "parameters": [ { "name": "id", "in": "path", "required": true, "schema": { "type": "string", "format": "uuid" } } ], "responses": { "200": { "description": "Success or exact replay", "content": { "application/json": { "schema": { "$schema": "https://json-schema.org/draft/2020-12/schema", "type": "object", "properties": { "id": { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, "reference": { "type": "string" }, "subject": { "type": "string" }, "status": { "type": "string", "enum": [ "new", "open", "pending", "on_hold", "solved", "closed" ] }, "priority": { "type": "string", "enum": [ "low", "normal", "high", "urgent" ] }, "channel": { "type": "string" }, "assigned_user_id": { "anyOf": [ { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, { "type": "null" } ] }, "team_id": { "anyOf": [ { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, { "type": "null" } ] }, "department_id": { "anyOf": [ { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, { "type": "null" } ] }, "version": { "type": "integer", "minimum": 1, "maximum": 9007199254740991 }, "created_at": { "type": "string", "format": "date-time", "pattern": "^(?:(?:\\d\\d[2468][048]|\\d\\d[13579][26]|\\d\\d0[48]|[02468][048]00|[13579][26]00)-02-29|\\d{4}-(?:(?:0[13578]|1[02])-(?:0[1-9]|[12]\\d|3[01])|(?:0[469]|11)-(?:0[1-9]|[12]\\d|30)|(?:02)-(?:0[1-9]|1\\d|2[0-8])))T(?:(?:[01]\\d|2[0-3]):[0-5]\\d:[0-5]\\d(?:\\.\\d+)?(?:Z))$" }, "updated_at": { "type": "string", "format": "date-time", "pattern": "^(?:(?:\\d\\d[2468][048]|\\d\\d[13579][26]|\\d\\d0[48]|[02468][048]00|[13579][26]00)-02-29|\\d{4}-(?:(?:0[13578]|1[02])-(?:0[1-9]|[12]\\d|3[01])|(?:0[469]|11)-(?:0[1-9]|[12]\\d|30)|(?:02)-(?:0[1-9]|1\\d|2[0-8])))T(?:(?:[01]\\d|2[0-3]):[0-5]\\d:[0-5]\\d(?:\\.\\d+)?(?:Z))$" }, "merged_into_id": { "anyOf": [ { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, { "type": "null" } ] } }, "required": [ "id", "reference", "subject", "status", "priority", "channel", "assigned_user_id", "team_id", "department_id", "version", "created_at", "updated_at", "merged_into_id" ], "additionalProperties": false } } } }, "400": { "description": "Invalid input", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "401": { "description": "Unavailable API key", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "402": { "description": "Billing restricted", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "403": { "description": "Scope or current access denied", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "404": { "description": "Ticket not found", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "409": { "description": "Version, transition or request conflict", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "429": { "description": "Rate limit reached", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "451": { "description": "Legal acceptance required", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "500": { "description": "Server error", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } } } }, "patch": { "operationId": "updateTicket", "summary": "Update subject, priority or lifecycle status", "tags": [ "Tickets" ], "security": [ { "relaydeskKey": [] } ], "x-relaydesk-scopes": [ "tickets:read", "tickets:write" ], "parameters": [ { "name": "id", "in": "path", "required": true, "schema": { "type": "string", "format": "uuid" } }, { "name": "Idempotency-Key", "in": "header", "required": true, "description": "UUID, unique per API key. Reuse the identical method, ticket and body on retry. Receipts remain until the key/ticket is deleted. Replays return current data.", "schema": { "type": "string", "format": "uuid" } } ], "requestBody": { "required": true, "content": { "application/json": { "schema": { "$schema": "https://json-schema.org/draft/2020-12/schema", "type": "object", "properties": { "expected_version": { "type": "integer", "minimum": 1, "maximum": 2147483647 }, "subject": { "type": "string", "minLength": 1, "maxLength": 160 }, "priority": { "type": "string", "enum": [ "low", "normal", "high", "urgent" ] }, "status": { "type": "string", "enum": [ "new", "open", "pending", "on_hold", "solved", "closed" ] } }, "required": [ "expected_version" ], "additionalProperties": false, "anyOf": [ { "required": [ "subject" ] }, { "required": [ "priority" ] }, { "required": [ "status" ] } ] } } } }, "responses": { "200": { "description": "Success or exact replay", "content": { "application/json": { "schema": { "$schema": "https://json-schema.org/draft/2020-12/schema", "type": "object", "properties": { "ticket": { "type": "object", "properties": { "id": { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, "reference": { "type": "string" }, "subject": { "type": "string" }, "status": { "type": "string", "enum": [ "new", "open", "pending", "on_hold", "solved", "closed" ] }, "priority": { "type": "string", "enum": [ "low", "normal", "high", "urgent" ] }, "channel": { "type": "string" }, "assigned_user_id": { "anyOf": [ { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, { "type": "null" } ] }, "team_id": { "anyOf": [ { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, { "type": "null" } ] }, "department_id": { "anyOf": [ { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, { "type": "null" } ] }, "version": { "type": "integer", "minimum": 1, "maximum": 9007199254740991 }, "created_at": { "type": "string", "format": "date-time", "pattern": "^(?:(?:\\d\\d[2468][048]|\\d\\d[13579][26]|\\d\\d0[48]|[02468][048]00|[13579][26]00)-02-29|\\d{4}-(?:(?:0[13578]|1[02])-(?:0[1-9]|[12]\\d|3[01])|(?:0[469]|11)-(?:0[1-9]|[12]\\d|30)|(?:02)-(?:0[1-9]|1\\d|2[0-8])))T(?:(?:[01]\\d|2[0-3]):[0-5]\\d:[0-5]\\d(?:\\.\\d+)?(?:Z))$" }, "updated_at": { "type": "string", "format": "date-time", "pattern": "^(?:(?:\\d\\d[2468][048]|\\d\\d[13579][26]|\\d\\d0[48]|[02468][048]00|[13579][26]00)-02-29|\\d{4}-(?:(?:0[13578]|1[02])-(?:0[1-9]|[12]\\d|3[01])|(?:0[469]|11)-(?:0[1-9]|[12]\\d|30)|(?:02)-(?:0[1-9]|1\\d|2[0-8])))T(?:(?:[01]\\d|2[0-3]):[0-5]\\d:[0-5]\\d(?:\\.\\d+)?(?:Z))$" }, "merged_into_id": { "anyOf": [ { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, { "type": "null" } ] } }, "required": [ "id", "reference", "subject", "status", "priority", "channel", "assigned_user_id", "team_id", "department_id", "version", "created_at", "updated_at", "merged_into_id" ], "additionalProperties": false }, "duplicate": { "type": "boolean" } }, "required": [ "ticket", "duplicate" ], "additionalProperties": false } } } }, "400": { "description": "Invalid input", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "401": { "description": "Unavailable API key", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "402": { "description": "Billing restricted", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "403": { "description": "Scope or current access denied", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "404": { "description": "Ticket not found", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "409": { "description": "Version, transition or request conflict", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "429": { "description": "Rate limit reached", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "451": { "description": "Legal acceptance required", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "500": { "description": "Server error", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } } } } }, "/tickets/{id}/messages": { "get": { "operationId": "listTicketMessages", "summary": "Read public messages in sequence order", "tags": [ "Tickets" ], "security": [ { "relaydeskKey": [] } ], "x-relaydesk-scopes": [ "tickets:read" ], "parameters": [ { "name": "id", "in": "path", "required": true, "schema": { "type": "string", "format": "uuid" } }, { "name": "limit", "in": "query", "required": false, "schema": { "type": "integer", "minimum": 1, "maximum": 100, "default": 30 } }, { "name": "after_sequence", "in": "query", "required": false, "schema": { "type": "integer", "minimum": 0, "maximum": 2147483647, "default": 0 } } ], "responses": { "200": { "description": "Success or exact replay", "content": { "application/json": { "schema": { "$schema": "https://json-schema.org/draft/2020-12/schema", "type": "object", "properties": { "items": { "type": "array", "items": { "type": "object", "properties": { "id": { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, "sequence": { "type": "integer", "minimum": 1, "maximum": 9007199254740991 }, "sender_type": { "type": "string", "enum": [ "visitor", "staff", "bot", "system" ] }, "sender_name": { "type": "string" }, "body": { "type": "string" }, "created_at": { "type": "string", "format": "date-time", "pattern": "^(?:(?:\\d\\d[2468][048]|\\d\\d[13579][26]|\\d\\d0[48]|[02468][048]00|[13579][26]00)-02-29|\\d{4}-(?:(?:0[13578]|1[02])-(?:0[1-9]|[12]\\d|3[01])|(?:0[469]|11)-(?:0[1-9]|[12]\\d|30)|(?:02)-(?:0[1-9]|1\\d|2[0-8])))T(?:(?:[01]\\d|2[0-3]):[0-5]\\d:[0-5]\\d(?:\\.\\d+)?(?:Z))$" } }, "required": [ "id", "sequence", "sender_type", "sender_name", "body", "created_at" ], "additionalProperties": false } }, "next_after_sequence": { "anyOf": [ { "type": "integer", "minimum": -9007199254740991, "maximum": 9007199254740991 }, { "type": "null" } ] } }, "required": [ "items", "next_after_sequence" ], "additionalProperties": false } } } }, "400": { "description": "Invalid input", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "401": { "description": "Unavailable API key", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "402": { "description": "Billing restricted", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "403": { "description": "Scope or current access denied", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "404": { "description": "Ticket not found", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "409": { "description": "Version, transition or request conflict", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "429": { "description": "Rate limit reached", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "451": { "description": "Legal acceptance required", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "500": { "description": "Server error", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } } } }, "post": { "operationId": "replyToTicket", "summary": "Send a public text reply through the existing channel", "tags": [ "Tickets" ], "security": [ { "relaydeskKey": [] } ], "x-relaydesk-scopes": [ "tickets:read", "tickets:reply" ], "parameters": [ { "name": "id", "in": "path", "required": true, "schema": { "type": "string", "format": "uuid" } }, { "name": "Idempotency-Key", "in": "header", "required": true, "description": "UUID, unique per API key. Reuse the identical method, ticket and body on retry. Receipts remain until the key/ticket is deleted. Replays return current data.", "schema": { "type": "string", "format": "uuid" } } ], "requestBody": { "required": true, "content": { "application/json": { "schema": { "$schema": "https://json-schema.org/draft/2020-12/schema", "type": "object", "properties": { "expected_version": { "type": "integer", "minimum": 1, "maximum": 2147483647 }, "body": { "type": "string", "minLength": 1, "maxLength": 10000 } }, "required": [ "expected_version", "body" ], "additionalProperties": false } } } }, "responses": { "200": { "description": "Exact replay", "content": { "application/json": { "schema": { "$schema": "https://json-schema.org/draft/2020-12/schema", "type": "object", "properties": { "message": { "type": "object", "properties": { "id": { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, "sequence": { "type": "integer", "minimum": 1, "maximum": 9007199254740991 }, "sender_type": { "type": "string", "enum": [ "visitor", "staff", "bot", "system" ] }, "sender_name": { "type": "string" }, "body": { "type": "string" }, "created_at": { "type": "string", "format": "date-time", "pattern": "^(?:(?:\\d\\d[2468][048]|\\d\\d[13579][26]|\\d\\d0[48]|[02468][048]00|[13579][26]00)-02-29|\\d{4}-(?:(?:0[13578]|1[02])-(?:0[1-9]|[12]\\d|3[01])|(?:0[469]|11)-(?:0[1-9]|[12]\\d|30)|(?:02)-(?:0[1-9]|1\\d|2[0-8])))T(?:(?:[01]\\d|2[0-3]):[0-5]\\d:[0-5]\\d(?:\\.\\d+)?(?:Z))$" } }, "required": [ "id", "sequence", "sender_type", "sender_name", "body", "created_at" ], "additionalProperties": false }, "duplicate": { "type": "boolean" } }, "required": [ "message", "duplicate" ], "additionalProperties": false } } } }, "201": { "description": "New reply committed; external delivery is asynchronous", "content": { "application/json": { "schema": { "$schema": "https://json-schema.org/draft/2020-12/schema", "type": "object", "properties": { "message": { "type": "object", "properties": { "id": { "type": "string", "format": "uuid", "pattern": "^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$" }, "sequence": { "type": "integer", "minimum": 1, "maximum": 9007199254740991 }, "sender_type": { "type": "string", "enum": [ "visitor", "staff", "bot", "system" ] }, "sender_name": { "type": "string" }, "body": { "type": "string" }, "created_at": { "type": "string", "format": "date-time", "pattern": "^(?:(?:\\d\\d[2468][048]|\\d\\d[13579][26]|\\d\\d0[48]|[02468][048]00|[13579][26]00)-02-29|\\d{4}-(?:(?:0[13578]|1[02])-(?:0[1-9]|[12]\\d|3[01])|(?:0[469]|11)-(?:0[1-9]|[12]\\d|30)|(?:02)-(?:0[1-9]|1\\d|2[0-8])))T(?:(?:[01]\\d|2[0-3]):[0-5]\\d:[0-5]\\d(?:\\.\\d+)?(?:Z))$" } }, "required": [ "id", "sequence", "sender_type", "sender_name", "body", "created_at" ], "additionalProperties": false }, "duplicate": { "type": "boolean" } }, "required": [ "message", "duplicate" ], "additionalProperties": false } } } }, "400": { "description": "Invalid input", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "401": { "description": "Unavailable API key", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "402": { "description": "Billing restricted", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "403": { "description": "Scope or current access denied", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "404": { "description": "Ticket not found", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "409": { "description": "Version, transition or request conflict", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "429": { "description": "Rate limit reached", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "451": { "description": "Legal acceptance required", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } }, "500": { "description": "Server error", "content": { "application/json": { "schema": { "type": "object", "required": [ "error" ], "properties": { "error": { "type": "object", "required": [ "code", "message" ], "properties": { "code": { "type": "string" }, "message": { "type": "string" } } } } } } } } } } } } }