USusepylon
issues

Create a new issue

Changed on

Creates a new issue and its first message. Requires either an account_id or requester information.

Requester fields identify the customer, user_id or contact_id identifies the first-message author, and destination_metadata controls delivery. These choices are independent. If destination_metadata is omitted, the first message is an internal note and no customer is contacted. See the request-field descriptions and examples for destination-specific requirements.

Rate limit: 30 requests per minute

post/issues

Request

  • Base URL
    https://api.usepylon.com
  • URL
    https://api.usepylon.com/issues
  • Auth
    HTTP bearer

Request body

account_idstring

The account that this issue belongs to. If requester_id is also provided, the requester must belong to this account. If requester_email is provided, the contact is found or created in this account.

assignee_idstring

The user the issue should be assigned to.

attachment_urlsstring[]

URLs of files to attach to the issue's first message.

author_unverifiedboolean

Whether the requester's identity has NOT been verified. Defaults to false (verified).

body_htmlstring required

The HTML content of the body of the issue.

contact_idstring

The contact to attribute the first message to. This controls the message author, not the issue requester. Makes the message appear as a customer message rather than an internal note. Only one of user_id or contact_id can be provided. Requires destination_metadata.

created_atstring date-time

Timestamp of when the issue was created. If not specified, the current time will be used. (RFC3339)

custom_issue_source_idstring

The ID of a custom issue source (created in the App Directory under Chat > Add Custom Chat App). Sets the issue source to the custom source's slug. Use this for channels Pylon doesn't natively support (e.g. WeChat). Cannot be combined with destination_metadata.

customer_portal_visibleboolean

Whether the issue should be visible in the customer portal. When destination is "customer_portal", this is set to true and cannot be false.

priority'urgent' | 'high' | 'medium' | 'low'

The priority of the issue. Can be one of: urgent, high, medium, or low.

requester_avatar_urlstring

The URL of an avatar of the requester.

requester_emailstring

The email of the customer this issue is for. Used when requester_id is omitted. If no matching contact exists, one will be created. When account_id is provided, the contact is found or created in that account. This does not control who authored the first message.

requester_idstring

The customer this issue is for. Sets the "Requester" shown in the issue sidebar but does not control who authored the first message. If account_id is omitted, the requester's primary account is used when available. If requester_email is also provided, requester_id takes precedence.

requester_namestring

The optional full name of the requester. Used when creating a new contact via requester_email.

requester_phone_numberstring

The phone number of a new requester. Only supported for direct WhatsApp delivery and cannot be combined with requester_id, requester_email, requester_name, or requester_avatar_url. The number is normalized to E.164 format and used to create a phone-only contact in the same transaction as the issue.

tagsstring[]

An array of strings to use as tags on this issue. If provided, the issue tags will be updated to the given tags.

team_idstring

The ID of the team this issue should be assigned to.

titlestring required

The title of the issue.

user_idstring

The internal Pylon user to attribute the first message to. This does not assign the user as the requester. Only one of user_id or contact_id can be provided. If neither is set, the API token's user is used.

Example request

{
  "priority": "medium"
}

Response

request_idstring required

The request ID for tracking.

Example response

{
  "data": {
    "business_hours_time_in_status_seconds": {
      "new": 120,
      "waiting_on_customer": 1800
    },
    "custom_fields": {
      "priority": {
        "value": "high"
      }
    },
    "state": "new",
    "time_in_status_seconds": {
      "new": 120,
      "waiting_on_customer": 3600
    },
    "workspace_phone_number": "+14155551234"
  }
}

Changes

  • 05e40342a893Revision changes
    • info

      added the optional property /// to the response with the status

    • info

      added the optional property /// to the response with the status

  • 33e7cc7bfbd0Revision changes
    • info

      added the new optional request property /