createdAtstring date-time
A timestamp in RFC 3339 format (e.g., "2025-01-15T01:30:15Z").
assignedToUserIdstring nullable
parentTicketIdstring nullable
Optional. The ID of the parent ticket (this is a special relationship type)
aiActiveboolean nullable
Optional. Whether AI is active for this ticket. Defaults to false.
When true, Serval's AI will respond to messages on this ticket.
When false, AI will not respond even if the ticket is at the AI escalation level.
type'TICKET_TYPE_UNSPECIFIED' | 'TICKET_TYPE_REQUEST' | 'TICKET_TYPE_TASK' | 'TICKET_TYPE_MAJOR_INCIDENT' | 'TICKET_TYPE_CONVERSATION' | 'TICKET_TYPE_JOURNEY' | 'TICKET_TYPE_JOURNEY_CONVERSATION' | 'TICKET_TYPE_INCIDENT' | 'TICKET_TYPE_CHANGE' | 'TICKET_TYPE_CUSTOM'
requesterUserIdstring nullable
Optional. The ID of the user this ticket is created on behalf of (the requester).
Defaults to created_by_user_id if not provided.
Use this when creating a ticket on behalf of someone else, e.g., when creating
child tasks in a journey where the requester should be the journey's requester.
waitUntilstring date-time
A timestamp in RFC 3339 format (e.g., "2025-01-15T01:30:15Z").
nameTranslationsobject
Per-language translations. Key = BCP 47 language code, value = translated string.
descriptionTranslationsobject
ticketSubtypestring nullable
Optional. The subtype of the ticket (e.g. "normal", "standard", "emergency" for CHANGE tickets).
Must correspond to a configured ticket model for the given team and type.