Knowledge Base Website Changelog Book a Demo Login

Issues

PreviousCustom Fields NextKnowledge Base

Last updated 7 days ago

Was this helpful?

get

Get an issue by its ID/number

Authorizations

Path parameters

idstringrequired

The ID or number of the issue to fetch.

Responses

application/json

cURL

JavaScript

Python

HTTP

curl -L \
  --url 'https://api.usepylon.com/issues/{id}' \
  --header 'Authorization: Bearer JWT'

200

400

404

500

{
  "data": {
    "account": {
      "id": "text"
    },
    "assignee": {
      "id": "text"
    },
    "body_html": "text",
    "business_hours_first_response_seconds": 1,
    "business_hours_resolution_seconds": 1,
    "created_at": "text",
    "csat_responses": [
      {
        "comment": "text",
        "score": 1
      }
    ],
    "custom_fields": {
      "ANY_ADDITIONAL_PROPERTY": {
        "slug": "text",
        "value": "text",
        "values": [
          "text"
        ]
      }
    },
    "customer_portal_visible": true,
    "external_issues": [
      {
        "external_id": "text",
        "link": "text",
        "source": "text"
      }
    ],
    "first_response_seconds": 1,
    "first_response_time": "text",
    "id": "text",
    "latest_message_time": "text",
    "link": "text",
    "number": 1,
    "requester": {
      "id": "text"
    },
    "resolution_seconds": 1,
    "resolution_time": "text",
    "slack": {
      "channel_id": "text",
      "message_ts": "text"
    },
    "snoozed_until_time": "text",
    "source": "slack",
    "state": "text",
    "tags": [
      "text"
    ],
    "team": {
      "id": "text"
    },
    "title": "text",
    "type": "Conversation"
  },
  "request_id": "text"
}

delete

Delete an existing issue

Authorizations

Path parameters

idstringrequired

The ID of the issue to delete.

Responses

application/json

cURL

JavaScript

Python

HTTP

curl -L \
  --request DELETE \
  --url 'https://api.usepylon.com/issues/{id}' \
  --header 'Authorization: Bearer JWT'

200

{
  "request_id": "text"
}

get

Get a list of issues

Authorizations

Query parameters

start_timestringrequired

The start time (RFC3339) of the time range to get issues for. The duration between start_time and end_time must be less than or equal to 30 days.

end_timestringrequired

The end time (RFC3339) of the time range to get issues for. The duration between start_time and end_time must be less than or equal to 30 days.

Responses

application/json

cURL

JavaScript

Python

HTTP

curl -L \
  --url 'https://api.usepylon.com/issues?start_time=text&end_time=text' \
  --header 'Authorization: Bearer JWT'

200

400

404

500

{
  "data": [
    {
      "account": {
        "id": "text"
      },
      "assignee": {
        "id": "text"
      },
      "body_html": "text",
      "business_hours_first_response_seconds": 1,
      "business_hours_resolution_seconds": 1,
      "created_at": "text",
      "csat_responses": [
        {
          "comment": "text",
          "score": 1
        }
      ],
      "custom_fields": {
        "ANY_ADDITIONAL_PROPERTY": {
          "slug": "text",
          "value": "text",
          "values": [
            "text"
          ]
        }
      },
      "customer_portal_visible": true,
      "external_issues": [
        {
          "external_id": "text",
          "link": "text",
          "source": "text"
        }
      ],
      "first_response_seconds": 1,
      "first_response_time": "text",
      "id": "text",
      "latest_message_time": "text",
      "link": "text",
      "number": 1,
      "requester": {
        "id": "text"
      },
      "resolution_seconds": 1,
      "resolution_time": "text",
      "slack": {
        "channel_id": "text",
        "message_ts": "text"
      },
      "snoozed_until_time": "text",
      "source": "slack",
      "state": "text",
      "tags": [
        "text"
      ],
      "team": {
        "id": "text"
      },
      "title": "text",
      "type": "Conversation"
    }
  ],
  "pagination": {
    "cursor": "text",
    "has_next_page": true
  },
  "request_id": "text"
}

post

Create a new issue

Authorizations

Body

account_idstringoptional

The account that this issue belongs to.

assignee_idstringoptional

The user the issue should be assigned to.

attachment_urlsstring[]optional

An array of attachment URLs to attach to this issue.

body_htmlstringrequired

The HTML content of the body of the issue.

created_atstringoptional

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

custom_fieldsobject[]optional

An array of custom fields to be used on this issue.

destination_metadataobjectoptional

prioritystringoptional

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

requester_avatar_urlstringoptional

The URL of an avatar of the requester.

requester_emailstringoptional

The email of the user that this issue is on behalf of. Include one of requester_id or requester_email to create an issue with a requester.

requester_idstringoptional

The requester that this issue is on behalf of. Include one of requester_id or requester_email to create an issue with a requester.

requester_namestringoptional

The full name of the user that this issue is on behalf of.

tagsstring[]optional

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

team_idstringoptional

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

titlestringrequired

The title of the issue.

Responses

application/json

cURL

JavaScript

Python

HTTP

curl -L \
  --request POST \
  --url 'https://api.usepylon.com/issues' \
  --header 'Authorization: Bearer JWT' \
  --header 'Content-Type: application/json' \
  --data '{
    "account_id": "text",
    "assignee_id": "text",
    "attachment_urls": [
      "text"
    ],
    "body_html": "text",
    "created_at": "text",
    "custom_fields": [
      {
        "slug": "text",
        "value": "text",
        "values": [
          "text"
        ]
      }
    ],
    "destination_metadata": {
      "destination": "slack",
      "email": "text",
      "email_bccs": [
        "text"
      ],
      "email_ccs": [
        "text"
      ]
    },
    "priority": "text",
    "requester_avatar_url": "text",
    "requester_email": "text",
    "requester_id": "text",
    "requester_name": "text",
    "tags": [
      "text"
    ],
    "team_id": "text",
    "title": "text"
  }'

200

400

404

500

{
  "data": {
    "account": {
      "id": "text"
    },
    "assignee": {
      "id": "text"
    },
    "body_html": "text",
    "business_hours_first_response_seconds": 1,
    "business_hours_resolution_seconds": 1,
    "created_at": "text",
    "csat_responses": [
      {
        "comment": "text",
        "score": 1
      }
    ],
    "custom_fields": {
      "ANY_ADDITIONAL_PROPERTY": {
        "slug": "text",
        "value": "text",
        "values": [
          "text"
        ]
      }
    },
    "customer_portal_visible": true,
    "external_issues": [
      {
        "external_id": "text",
        "link": "text",
        "source": "text"
      }
    ],
    "first_response_seconds": 1,
    "first_response_time": "text",
    "id": "text",
    "latest_message_time": "text",
    "link": "text",
    "number": 1,
    "requester": {
      "id": "text"
    },
    "resolution_seconds": 1,
    "resolution_time": "text",
    "slack": {
      "channel_id": "text",
      "message_ts": "text"
    },
    "snoozed_until_time": "text",
    "source": "slack",
    "state": "text",
    "tags": [
      "text"
    ],
    "team": {
      "id": "text"
    },
    "title": "text",
    "type": "Conversation"
  },
  "request_id": "text"
}

patch

Update an existing issue

Authorizations

Path parameters

idstringrequired

The ID of the issue to update.

Body

assignee_idstringoptional

The ID of there user who should be assigned to this issue.

custom_fieldsobject[]optional

An array of custom fields to be used on this issue. Only passed in fields will be modified.

customer_portal_visiblebooleanoptional

Whether the issue should be visible in the customer portal.

requestor_idstringoptional

The ID of the requester that this issue is on behalf of.

statestringoptional

The state this issue should be moved to. Can be one of new, waiting_on_you, waiting_on_customer, on_hold, closed, or a custom status.

tagsstring[]optional

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

team_idstringoptional

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

Responses

application/json

cURL

JavaScript

Python

HTTP

curl -L \
  --request PATCH \
  --url 'https://api.usepylon.com/issues/{id}' \
  --header 'Authorization: Bearer JWT' \
  --header 'Content-Type: application/json' \
  --data '{
    "assignee_id": "text",
    "custom_fields": [
      {
        "slug": "text",
        "value": "text",
        "values": [
          "text"
        ]
      }
    ],
    "customer_portal_visible": true,
    "requestor_id": "text",
    "state": "text",
    "tags": [
      "text"
    ],
    "team_id": "text"
  }'

200

400

404

500

{
  "data": {
    "account": {
      "id": "text"
    },
    "assignee": {
      "id": "text"
    },
    "body_html": "text",
    "business_hours_first_response_seconds": 1,
    "business_hours_resolution_seconds": 1,
    "created_at": "text",
    "csat_responses": [
      {
        "comment": "text",
        "score": 1
      }
    ],
    "custom_fields": {
      "ANY_ADDITIONAL_PROPERTY": {
        "slug": "text",
        "value": "text",
        "values": [
          "text"
        ]
      }
    },
    "customer_portal_visible": true,
    "external_issues": [
      {
        "external_id": "text",
        "link": "text",
        "source": "text"
      }
    ],
    "first_response_seconds": 1,
    "first_response_time": "text",
    "id": "text",
    "latest_message_time": "text",
    "link": "text",
    "number": 1,
    "requester": {
      "id": "text"
    },
    "resolution_seconds": 1,
    "resolution_time": "text",
    "slack": {
      "channel_id": "text",
      "message_ts": "text"
    },
    "snoozed_until_time": "text",
    "source": "slack",
    "state": "text",
    "tags": [
      "text"
    ],
    "team": {
      "id": "text"
    },
    "title": "text",
    "type": "Conversation"
  },
  "request_id": "text"
}

Search for issues by a given filter

post

Currently, the following fields are filterable for issues:

created_at (in RFC3339 format). Allowed operators: time_is_after, time_is_before, time_range
account_id. Allowed operators: equals, in, not_in
ticket_form_id. Allowed operators: equals, in, not_in
requester_id. Allowed operators: equals, in, not_in
state. Allowed operators: equals, in, not_in
custom fields (pass in the slug of the custom field)
tags (pass in the tag name). Allowed operators: contains, does_not_contain, in, not_in

Authorizations

Body

cursorstringoptional

The cursor to use for pagination.

filterobjectrequired

limitinteger · int64optional

The number of issues to fetch. Defaults to 100. Must be greater than 0 and less than 1000.

Responses

application/json

cURL

JavaScript

Python

HTTP

curl -L \
  --request POST \
  --url 'https://api.usepylon.com/issues/search' \
  --header 'Authorization: Bearer JWT' \
  --header 'Content-Type: application/json' \
  --data '{
    "cursor": "text",
    "filter": {
      "field": "text",
      "operator": "equals",
      "subfilters": [
        "[Circular Reference]"
      ],
      "value": "text",
      "values": [
        "text"
      ]
    },
    "limit": 1
  }'

200

400

404

500

{
  "data": [
    {
      "account": {
        "id": "text"
      },
      "assignee": {
        "id": "text"
      },
      "body_html": "text",
      "business_hours_first_response_seconds": 1,
      "business_hours_resolution_seconds": 1,
      "created_at": "text",
      "csat_responses": [
        {
          "comment": "text",
          "score": 1
        }
      ],
      "custom_fields": {
        "ANY_ADDITIONAL_PROPERTY": {
          "slug": "text",
          "value": "text",
          "values": [
            "text"
          ]
        }
      },
      "customer_portal_visible": true,
      "external_issues": [
        {
          "external_id": "text",
          "link": "text",
          "source": "text"
        }
      ],
      "first_response_seconds": 1,
      "first_response_time": "text",
      "id": "text",
      "latest_message_time": "text",
      "link": "text",
      "number": 1,
      "requester": {
        "id": "text"
      },
      "resolution_seconds": 1,
      "resolution_time": "text",
      "slack": {
        "channel_id": "text",
        "message_ts": "text"
      },
      "snoozed_until_time": "text",
      "source": "slack",
      "state": "text",
      "tags": [
        "text"
      ],
      "team": {
        "id": "text"
      },
      "title": "text",
      "type": "Conversation"
    }
  ],
  "pagination": {
    "cursor": "text",
    "has_next_page": true
  },
  "request_id": "text"
}

post

Snooze an issue

Authorizations

Path parameters

idstringrequired

The ID or number of the issue to snooze.

Body

snooze_untilstringrequired

The date and time to snooze the issue until. (RFC3339)

Responses

application/json

cURL

JavaScript

Python

HTTP

curl -L \
  --request POST \
  --url 'https://api.usepylon.com/issues/{id}/snooze' \
  --header 'Authorization: Bearer JWT' \
  --header 'Content-Type: application/json' \
  --data '{
    "snooze_until": "text"
  }'

200

400

404

500

{
  "data": {
    "account": {
      "id": "text"
    },
    "assignee": {
      "id": "text"
    },
    "body_html": "text",
    "business_hours_first_response_seconds": 1,
    "business_hours_resolution_seconds": 1,
    "created_at": "text",
    "csat_responses": [
      {
        "comment": "text",
        "score": 1
      }
    ],
    "custom_fields": {
      "ANY_ADDITIONAL_PROPERTY": {
        "slug": "text",
        "value": "text",
        "values": [
          "text"
        ]
      }
    },
    "customer_portal_visible": true,
    "external_issues": [
      {
        "external_id": "text",
        "link": "text",
        "source": "text"
      }
    ],
    "first_response_seconds": 1,
    "first_response_time": "text",
    "id": "text",
    "latest_message_time": "text",
    "link": "text",
    "number": 1,
    "requester": {
      "id": "text"
    },
    "resolution_seconds": 1,
    "resolution_time": "text",
    "slack": {
      "channel_id": "text",
      "message_ts": "text"
    },
    "snoozed_until_time": "text",
    "source": "slack",
    "state": "text",
    "tags": [
      "text"
    ],
    "team": {
      "id": "text"
    },
    "title": "text",
    "type": "Conversation"
  },
  "request_id": "text"
}

Show child attributes

Show DestinationMetadata specifies how communication will be delivered to the customer. You can configure the issue to contact the requester via email, Slack, in-app chat, or not at all.

Show child attributes

Search for issues by a given filter

Show child attributes