The Ticket Import API is used by the Teamwork Desk importer and can be used by others to perform their own import from their own systems.
Endpoint: POST /v1/import/tickets.json
Tickets will be imported to the Inbox with the matching emailSource
if one exists, otherwise they will be put in the Inbox with the id given as fallbackInboxId
.
Customers and agents will be matched by email address, if they do not exists they will be created. Agents created will be marked as "Invited" and will not count against to your agent limit on your Teamwork Desk plan unless activated.
Threads with a type
of "message" will be created as a reply from an agent or customer. Those with a type of "note" will be created as a private note and must have a createdBy
as a user of type
"agent".
Tags will be created if they do not exist, otherwise matched.
Imported tickets will have a status of Closed.
Imported tickets will have the Source given in the import request, it will be created if it doesn't exist.
Tickets will not be imported multiple times if they have the same source, so you can perform an import at a later time to import new tickets.
Field | Type | Description | Required |
---|---|---|---|
source | string | used as ticket Source in Teamwork Desk and used to prevent duplicate imports | x |
fallbackInboxId | integer | id of Teamwork Desk inbox to use if ticket emailSource isn't matched | x |
tickets | array of tickets | tickets to import | x |
Field | Type | Description | Required |
---|---|---|---|
id | integer | unique identifier of the ticket | x |
assignedTo | user with type "user" | agent assigned to the ticket | |
customer | user with type "customer" | customer who created the ticket | x |
priority | string | priority, e.g Low | |
type | string | type, e.g Question | |
subject | string | subject of the ticket | x |
tags | array of strings | tags for the ticket | |
threads | array of threads | threads for the ticket | x |
emailSource | string | email address the ticket was sent to (used to match inbox) | |
createdAt | string | time (Zulu) e.g 2016-01-11T17:31:10Z | x |
updatedAt | string | time (Zulu) e.g 2016-01-11T17:31:10Z | x |
Field | Type | Description | Required |
---|---|---|---|
body | string | body of the thread | x |
type | string | message or note | x |
bcc | array of strings | BCC'd email addressess | |
cc | array of strings | CC'd email addresses | |
attachments | array of attachments | attachments for the thread | |
createdBy | user | user who created the thread | x |
createdAt | string | time (Zulu) e.g 2016-01-11T17:31:10Z | x |
updatedAt | string | time (Zulu) e.g 2016-01-11T17:31:10Z | x |
Field | Type | Description | Required |
---|---|---|---|
string | users email address | x | |
firstName | string | users first name | x |
lastName | string | users last name | |
type | string | user or customer | x |
Field | Type | Description | Required |
---|---|---|---|
filename | string | filename of attachment | x |
downloadurl | string | URL of attachment | x |
{
"source":"Example Import",
"fallbackInboxId":9995,
"tickets":[
{
"id":9000199794,
"assignedTo":{
"email":"agent.smith@example.com",
"firstName":"Agent",
"lastName":"Smith",
"type":"user"
},
"customer":{
"email":"john@example.com",
"firstName":"John",
"lastName":"Doe",
"type":"customer"
},
"emailSource":"support@example.com",
"type":"Question",
"priority":"Low",
"subject":"This is an example ticket",
"tags":["tag1", "tag2"],
"threads":[
{
"body":"Hi, I am having issues with foo....",
"type":"message",
"bcc":null,
"cc":null,
"attachments":[
{
"filename":"299363.zip",
"downloadurl":"http://example.com/299363.zip"
}
],
"createdBy":{
"email":"john@example.com",
"firstName":"John",
"lastName":"Doe",
"type":"customer"
},
"createdAt":"2015-11-20T14:03:18Z",
"updatedAt":"2015-11-25T14:16:03Z"
},
{
"body":"this is a note added by an agent",
"type":"note",
"bcc":null,
"cc":null,
"createdBy":{
"email":"agent.smith@example.com",
"firstName":"Agent",
"lastName":"Smith",
"type":"user"
},
"createdAt":"2015-11-20T14:03:18Z",
"updatedAt":"2015-11-20T14:03:18Z"
}
],
"createdAt":"2015-11-20T14:03:18Z",
"updatedAt":"2015-11-25T14:16:03Z"
}
]
}