createdstring date-time
The time when the support ticket was created.
updatedstring date-time
The time when the support ticket was updated.
type'problem' | 'task' | 'incident' | 'question'
descriptionstring
The description body of the support ticket.
priority'low' | 'normal' | 'high' | 'urgent'
A priority of the ticket.
followup_tidstring
Followup ticket ID. The unique ID of the ticket which this ticket is a follow-up to.
status'closed' | 'deleted' | 'hold' | 'new' | 'open' | 'pending' | 'solved'
The status of the support ticket.
recipientstring
Email address of the ticket recipient, defaults to support@upsun.com.
requester_idstring uuid
UUID of the ticket requester.
submitter_idstring uuid
UUID of the ticket submitter.
assignee_idstring uuid
UUID of the ticket assignee.
organization_idstring
A reference id that is usable to find the commerce license.
collaborator_idsstring[]
A list of the collaborators uuids for this ticket.
has_incidentsboolean
Whether or not this ticket has incidents.
duestring date-time
A time that the ticket is due at.
tagsstring[]
A list of tags assigned to the ticket.
subscription_idstring
The internal ID of the subscription.
ticket_groupstring
Maps to zendesk field 'Request group'.
support_planstring
Maps to zendesk field 'The support plan associated with this ticket.
affected_urlstring url
The affected URL associated with the support ticket.
queuestring
The queue the support ticket is in.
issue_typestring
The issue type of the support ticket.
resolution_timestring date-time
Maps to zendesk field 'Resolution Time'.
response_timestring date-time
Maps to zendesk field 'Response Time (time from request to reply).
project_urlstring url
Maps to zendesk field 'Project URL'.
regionstring
Maps to zendesk field 'Region'.
category'access' | 'billing_question' | 'complaint' | 'compliance_question' | 'configuration_change' | 'general_question' | 'incident_outage' | 'bug_report' | 'onboarding' | 'report_a_gui_bug' | 'close_my_account'
Maps to zendesk field 'Category'.
environment'env_development' | 'env_staging' | 'env_production'
Maps to zendesk field 'Environment'.
ticket_sharing_status'ts_sent_to_platform' | 'ts_accepted_by_platform' | 'ts_returned_from_platform' | 'ts_solved_by_platform' | 'ts_rejected_by_platform'
Maps to zendesk field 'Ticket Sharing Status'.
application_ticket_urlstring url
Maps to zendesk field 'Application Ticket URL'.
infrastructure_ticket_urlstring url
Maps to zendesk field 'Infrastructure Ticket URL'.
zd_ticket_urlstring url
URL to the customer-facing ticket in Zendesk.