Knowledge Base Website Changelog Book a Demo Login

Issues

PreviousCustom Fields NextKnowledge Base

Last updated 13 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

If a destination other than internal is specified, a message with the issue's BodyHTML will be delivered to the requester. If you don't wish to immediately contact the requester, you can specify the internal destination.

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 the user who should be assigned to this issue. If empty string is passed in, the issue assignee will be removed.

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.

requester_idstringoptional

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

requestor_idstringoptional

Deprecated: Use requester_id instead.

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. If empty string is passed in, any assigned team will be removed.

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,
    "requester_id": "text",
    "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
title. Allowed operators: string_contains, string_does_not_contain

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": [
        {
          "field": "text",
          "operator": "equals",
          "subfilters": [
            {
              "field": "text",
              "operator": "equals",
              "subfilters": "[Circular Reference]",
              "value": "text",
              "values": [
                "text"
              ]
            }
          ],
          "value": "text",
          "values": [
            "text"
          ]
        }
      ],
      "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 if/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