Support

Update a support ticket.

The Uid in the URL identifies the ticket, and a Uid in the request body is ignored. Any property that the body does not contain keeps its current value, so a request can send only the properties that change.

Tags are managed through the CaseTags collection. Send the full set of tags that the ticket must end with:

To keep a tag, include its entry with the CaseTag Uid that GET returned.
To add a tag, include an entry that has no Uid and a Tag that holds the tag's Uid.
To remove a tag, leave its entry out.
To remove all tags, send an empty array.

If the body does not contain CaseTags, the current tags stay as they are. To read the current tags, request them with the fields parameter, for example fields=Uid,CaseTags.Uid,CaseTags.Tag.Uid,CaseTags.Tag.Name. To get the tags that are available for tickets, use GET /attribute/tags?entityType=Case.

Case history is kept. Add replies and notes with their own endpoints.

put/api/v1/support/cases/{caseUid}

Request

Base URL: https://go.outseta.com
URL: https://go.outseta.com/api/v1/support/cases/{caseUid}
Auth: one of:
- HTTP bearer
- API key in header Authorization

Path parameters

caseUidstring nullable required

The case's unique identifier

Request body

Uidstring nullable

_objectTypestring nullable

Createdstring date-time required

Updatedstring date-time required

ActivityEventDataunknown

SubmittedDateTimestring date-time

LastActivitystring date-time

AssignedToPersonClientIdentifierstring nullable

Subjectstring nullable

Bodystring nullable

UserAgentstring nullable

Status1 | 2 | 3 required

1 - Open, 2 - Closed, 3 - Spam

Source1 | 2 | 3 | 4 | 5 required

1 - Website, 2 - Email, 3 - Facebook, 4 - Twitter, 5 - Chat

HasUnreadboolean

IsOnlineboolean

Participantsstring nullable

RecaptchaTokenstring nullable

RecaptchaSiteKeystring nullable

Scorenumber float

Example request

{
  "Uid": "string",
  "_objectType": "string",
  "Created": "string",
  "Updated": "string",
  "ActivityEventData": {},
  "SubmittedDateTime": "string",
  "LastActivity": "string",
  "FromPerson": {
    "Uid": "string",
    "_objectType": "string",
    "Created": "string",
    "Updated": "string",
    "ActivityEventData": {},
    "SchemaLessData": {},
    "Email": "string",
    "FirstName": "string",
    "LastName": "string",
    "MailingAddress": {},
    "PasswordLastUpdated": "string",
    "PasswordMustChange": false,
    "PhoneMobile": "string",
    "PhoneWork": "string",
    "ProfileImageS3Url": "string",
    "Title": "string",
    "Timezone": "string",
    "Language": "string",
    "IPAddress": "string",
    "Referer": "string",
    "UserAgent": "string",
    "LastLoginDateTime": "string",
    "OAuthGoogleProfileId": "string",
    "PersonAccount": [],
    "DealPeople": [],
    "LeadFormSubmissions": [],
    "Account": {},
    "AccountUids": "string",
    "EmailListPerson": [],
    "FullName": "string",
    "HasLoggedIn": false,
    "OAuthIntegrationStatus": 0,
    "OptInToEmailList": false,
    "Password": "string",
    "RecaptchaToken": "string",
    "UserAgentPlatformBrowser": "string",
    "HasUnsubscribed": false,
    "DiscordUser": {},
    "IsConnectedToDiscord": false
  },
  "AssignedToPersonClientIdentifier": "string",
  "Subject": "string",
  "Body": "string",
  "UserAgent": "string",
  "Status": 1,
  "Source": 1,
  "CaseHistories": [
    {
      "Uid": "string",
      "_objectType": "string",
      "Created": "string",
      "Updated": "string",
      "ActivityEventData": {},
      "HistoryDateTime": "string",
      "Case": {},
      "AgentName": "string",
      "Comment": "string",
      "Type": 1,
      "SeenDateTime": "string",
      "ClickDateTime": "string",
      "UniqueIdentifier": "string",
      "PersonEmail": "string",
      "NewUvi": "string"
    }
  ],
  "CaseTags": [
    {
      "Uid": "string",
      "_objectType": "string",
      "Created": "string",
      "Updated": "string",
      "ActivityEventData": {},
      "Tag": {}
    }
  ],
  "HasUnread": false,
  "IsOnline": false,
  "LastCaseHistory": {
    "Uid": "string",
    "_objectType": "string",
    "Created": "string",
    "Updated": "string",
    "ActivityEventData": {},
    "HistoryDateTime": "string",
    "Case": {},
    "AgentName": "string",
    "Comment": "string",
    "Type": 1,
    "SeenDateTime": "string",
    "ClickDateTime": "string",
    "UniqueIdentifier": "string",
    "PersonEmail": "string",
    "NewUvi": "string"
  },
  "Participants": "string",
  "RecaptchaToken": "string",
  "RecaptchaSiteKey": "string",
  "Score": 0
}

Response