Ticket

Create a new ticket

Changed on

Create a new ticket in a project. Every field is optional. Common fields include: title, description, type (BUG, FEATURE_REQUEST, etc.), status, priority, session (contact/session ID if manually added), and customData (custom fields). Use linkedTickets to reference existing tickets. sourceTicketId creates the ticket from another one (e.g. a bug from a conversation): it takes that ticket's contact and company unless session is set, and links both tickets. priority is a priority key of the ticket's board (LOW, MEDIUM, HIGH or a custom key) or its title; an unknown value falls back to the board's default priority. GET /projects/ticket-types lists each board's priorities.

post/tickets

Request

  • Base URL
    https://api.gleap.io/v3
  • URL
    https://api.gleap.io/v3/tickets
  • Auth
    HTTP bearer

Headers

projectstring required

Request body

titlestring
conversationClosedboolean
contentunknown
plainContentstring
imageUrlstring
descriptionstring
latestCommentstring
latestPublicCommentstring
slaBreachedboolean
hiddenboolean
needInitialPushboolean
noHumanInteractionboolean
snoozedboolean
snoozedUntilstring date-time nullable
processingUserstring
processingTeamstring
queuedboolean
queuedAtstring date-time
mentionsstring[]
attributesunknown
formDataunknown
formunknown
aiSummarystring
aiSupportSummarystring
linkedTicketsstring[]
duplicateOfstring
duplicatesCountnumber double
sessionunknown
outboundstring
prioritystring

Priority key of the ticket's board: LOW, MEDIUM, HIGH or a custom key; the priority's title is also accepted. Each board's priorities are listed by GET /projects/ticket-types.

typestring
sentiment'positive' | 'negative' | 'neutral'
statusstring
shareTokenstring
secretShareTokenstring
lexorankstring
bugIdnumber double
projectstring
organisationstring
screenshotUrlstring
screenshotBrokestring date-time
generatingScreenshotboolean
screenshotRenderingFailedboolean
screenshotLiveboolean
screenshotDataUrlunknown
isSilentboolean
replayDataUrlstring
replayUrlstring
generatingReplayboolean
replayStartDatestring date-time
replayRenderingStartedAtstring date-time
replayRenderingFailedboolean
replayLiveboolean
originalEmailContentstring
hasWebReplayboolean
integrationsunknown
metaDataunknown
actionLogunknown
customDataunknown
replayunknown
lastNotificationstring date-time
faqSuggestedboolean
notificationsUnreadboolean
sessionNotificationsUnreadboolean
hasAgentReplyboolean
conversationRatingnumber double
upvotesCountnumber double
screenRecordingUrlstring
firstAssignmentAtstring date-time
archivedboolean
archivedAtstring date-time
disabledboolean
isSpamboolean
tagsstring[]
scorenumber double
manuallyAddedboolean
fromDataunknown
consoleLogunknown
customEventLogunknown
networkLogsunknown
isManualStartboolean
botIdstring
preventAutoReplyboolean
skipDuplicateCheckboolean

FEATURE_REQUEST creates run a duplicate guard (409 with the existing request's payload). Pass true to opt out deliberately (e.g. a human already reviewed the suggestions).

sourceTicketIdstring

Create this ticket from another ticket of the project, e.g. a bug from a customer conversation. Without a session the new ticket gets the source ticket's contact, and with it the company. Both tickets are linked. An unknown id, or one of another project, is a 404.

createdAtstring

Importing from another helpdesk: the ticket's original creation date (ISO 8601). A date in the past dates the ticket (sorting, reports, retention) and stores it as history: it is read, and no notification, webhook, workflow, SLA or AI agent runs on it. A future date or "now" is ignored.

pipelineEntrystring[]

CRM pipeline entries to link this ticket to. Verified against the project in createTicket — foreign or unknown ids are dropped, never an error. A ticket may sit on several entries at once (one shared task blocking several deals).

Response

Ok

unknown required

Changes

  • 2426fca66b24Revision changes
    • info

      added the new optional request property

    • info

      added the new optional request property

  • f43fe8f51aa9Revision changes
    • breaking

      removed the enum value HIGH of the request property

    • breaking

      removed the enum value LOW of the request property

    • breaking

      removed the enum value MEDIUM of the request property