Issues

get

Get a list of issues

Rate limit: 10 requests per minute

Authorizations

bearerAuth

AuthorizationstringRequired

Authorization: Bearer

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

200Success

application/json

400Error

application/json

404Error

application/json

500Error

application/json

get

/issues

HTTPcURLJavaScriptPython

GET /issues?start_time=text&end_time=text HTTP/1.1
Host: api.usepylon.com
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

{
  "data": [
    {
      "account": {
        "id": "text"
      },
      "assignee": {
        "email": "text",
        "id": "text"
      },
      "attachment_urls": [
        "text"
      ],
      "author_unverified": true,
      "body_html": "text",
      "business_hours_first_response_seconds": 1,
      "business_hours_resolution_seconds": 1,
      "chat_widget_info": {
        "page_url": "text"
      },
      "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,
      "number_of_touches": 1,
      "requester": {
        "email": "text",
        "id": "text"
      },
      "resolution_seconds": 1,
      "resolution_time": "text",
      "slack": {
        "channel_id": "text",
        "message_ts": "text",
        "workspace_id": "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

Rate limit: 10 requests per minute

Authorizations

bearerAuth

AuthorizationstringRequired

Authorization: Bearer

Body

application/json

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.

author_unverifiedbooleanOptional

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

body_htmlstringRequired

The HTML content of the body of the issue.

contact_idstringOptional

Optional contact ID to post the message as. Only one of user_id or contact_id can be provided.

created_atstringOptional

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

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.

user_idstringOptional

Optional user ID to post the message as. Only one of user_id or contact_id can be provided.

Responses

200Success

application/json

400Error

application/json

404Error

application/json

500Error

application/json

post

/issues

HTTPcURLJavaScriptPython

POST /issues HTTP/1.1
Host: api.usepylon.com
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 571

{
  "account_id": "text",
  "assignee_id": "text",
  "attachment_urls": [
    "text"
  ],
  "author_unverified": true,
  "body_html": "text",
  "contact_id": "text",
  "created_at": "text",
  "custom_fields": [
    {
      "slug": "text",
      "value": "text",
      "values": [
        "text"
      ]
    }
  ],
  "destination_metadata": {
    "chat_widget_app_id": "text",
    "destination": "slack",
    "email": "text",
    "email_bccs": [
      "text"
    ],
    "email_ccs": [
      "text"
    ],
    "from_sms_phone_number_id": "text"
  },
  "priority": "text",
  "requester_avatar_url": "text",
  "requester_email": "text",
  "requester_id": "text",
  "requester_name": "text",
  "tags": [
    "text"
  ],
  "team_id": "text",
  "title": "text",
  "user_id": "text"
}

{
  "data": {
    "account": {
      "id": "text"
    },
    "assignee": {
      "email": "text",
      "id": "text"
    },
    "attachment_urls": [
      "text"
    ],
    "author_unverified": true,
    "body_html": "text",
    "business_hours_first_response_seconds": 1,
    "business_hours_resolution_seconds": 1,
    "chat_widget_info": {
      "page_url": "text"
    },
    "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,
    "number_of_touches": 1,
    "requester": {
      "email": "text",
      "id": "text"
    },
    "resolution_seconds": 1,
    "resolution_time": "text",
    "slack": {
      "channel_id": "text",
      "message_ts": "text",
      "workspace_id": "text"
    },
    "snoozed_until_time": "text",
    "source": "slack",
    "state": "text",
    "tags": [
      "text"
    ],
    "team": {
      "id": "text"
    },
    "title": "text",
    "type": "Conversation"
  },
  "request_id": "text"
}

get

Get an issue by its ID/number

Rate limit: 60 requests per minute

Authorizations

bearerAuth

AuthorizationstringRequired

Authorization: Bearer

Path parameters

idstringRequired

The ID or number of the issue to fetch.

Responses

200Success

application/json

400Error

application/json

404Error

application/json

500Error

application/json

get

/issues/{id}

HTTPcURLJavaScriptPython

GET /issues/{id} HTTP/1.1
Host: api.usepylon.com
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

{
  "data": {
    "account": {
      "id": "text"
    },
    "assignee": {
      "email": "text",
      "id": "text"
    },
    "attachment_urls": [
      "text"
    ],
    "author_unverified": true,
    "body_html": "text",
    "business_hours_first_response_seconds": 1,
    "business_hours_resolution_seconds": 1,
    "chat_widget_info": {
      "page_url": "text"
    },
    "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,
    "number_of_touches": 1,
    "requester": {
      "email": "text",
      "id": "text"
    },
    "resolution_seconds": 1,
    "resolution_time": "text",
    "slack": {
      "channel_id": "text",
      "message_ts": "text",
      "workspace_id": "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

Rate limit: 20 requests per minute

Authorizations

bearerAuth

AuthorizationstringRequired

Authorization: Bearer

Path parameters

idstringRequired

The ID of the issue to update.

Body

application/json

account_idstringOptional

The ID of the account that this issue belongs to. Only supported on issues with source: ["manual", "form", "email"].

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.

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

200Success

application/json

400Error

application/json

404Error

application/json

500Error

application/json

patch

/issues/{id}

HTTPcURLJavaScriptPython

PATCH /issues/{id} HTTP/1.1
Host: api.usepylon.com
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 232

{
  "account_id": "text",
  "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"
}

{
  "data": {
    "account": {
      "id": "text"
    },
    "assignee": {
      "email": "text",
      "id": "text"
    },
    "attachment_urls": [
      "text"
    ],
    "author_unverified": true,
    "body_html": "text",
    "business_hours_first_response_seconds": 1,
    "business_hours_resolution_seconds": 1,
    "chat_widget_info": {
      "page_url": "text"
    },
    "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,
    "number_of_touches": 1,
    "requester": {
      "email": "text",
      "id": "text"
    },
    "resolution_seconds": 1,
    "resolution_time": "text",
    "slack": {
      "channel_id": "text",
      "message_ts": "text",
      "workspace_id": "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

Rate limit: 20 requests per minute

Authorizations

bearerAuth

AuthorizationstringRequired

Authorization: Bearer

Path parameters

idstringRequired

The ID of the issue to delete.

Responses

200Success

application/json

delete

/issues/{id}

HTTPcURLJavaScriptPython

DELETE /issues/{id} HTTP/1.1
Host: api.usepylon.com
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

200Success

{
  "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, is_set, is_unset

• ticket_form_id. Allowed operators: equals, in, not_in, is_set, is_unset

• requester_id. Allowed operators: equals, in, not_in, is_set, is_unset

• follower_user_id. Allowed operators: equals, in, not_in

• follower_contact_id. Allowed operators: equals, in, not_in

• state. Valid values are ["new", "waiting_on_you", "waiting_on_customer", "on_hold", "closed"] or a custom status slug. 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

• body_html. Allowed operators: string_contains, string_does_not_contain

• assignee_id. Allowed operators: equals, in, not_in, is_set, is_unset

• team_id. Allowed operators: equals, in, not_in

• issue_type. Valid values are ["Conversation", "Ticket"]. Allowed operators: equals, in, not_in, is_set, is_unset

• resolved_at. Allowed operators: time_is_after, time_is_before, time_range

• latest_message_activity_at. Allowed operators: time_is_after, time_is_before, time_range

Rate limit: 20 requests per minute

Authorizations

bearerAuth

AuthorizationstringRequired

Authorization: Bearer

Body

application/json

cursorstringOptional

The cursor to use for pagination.

limitinteger · int64Optional

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

Responses

200Success

application/json

400Error

application/json

404Error

application/json

500Error

application/json

post

/issues/search

HTTPcURLJavaScriptPython

POST /issues/search HTTP/1.1
Host: api.usepylon.com
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 312

{
  "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
}

{
  "data": [
    {
      "account": {
        "id": "text"
      },
      "assignee": {
        "email": "text",
        "id": "text"
      },
      "attachment_urls": [
        "text"
      ],
      "author_unverified": true,
      "body_html": "text",
      "business_hours_first_response_seconds": 1,
      "business_hours_resolution_seconds": 1,
      "chat_widget_info": {
        "page_url": "text"
      },
      "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,
      "number_of_touches": 1,
      "requester": {
        "email": "text",
        "id": "text"
      },
      "resolution_seconds": 1,
      "resolution_time": "text",
      "slack": {
        "channel_id": "text",
        "message_ts": "text",
        "workspace_id": "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

Rate limit: 20 requests per minute

Authorizations

bearerAuth

AuthorizationstringRequired

Authorization: Bearer

Path parameters

idstringRequired

The ID or number of the issue to snooze.

Body

application/json

snooze_untilstringRequired

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

Responses

200Success

application/json

400Error

application/json

404Error

application/json

500Error

application/json

post

/issues/{id}/snooze

HTTPcURLJavaScriptPython

POST /issues/{id}/snooze HTTP/1.1
Host: api.usepylon.com
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 23

{
  "snooze_until": "text"
}

{
  "data": {
    "account": {
      "id": "text"
    },
    "assignee": {
      "email": "text",
      "id": "text"
    },
    "attachment_urls": [
      "text"
    ],
    "author_unverified": true,
    "body_html": "text",
    "business_hours_first_response_seconds": 1,
    "business_hours_resolution_seconds": 1,
    "chat_widget_info": {
      "page_url": "text"
    },
    "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,
    "number_of_touches": 1,
    "requester": {
      "email": "text",
      "id": "text"
    },
    "resolution_seconds": 1,
    "resolution_time": "text",
    "slack": {
      "channel_id": "text",
      "message_ts": "text",
      "workspace_id": "text"
    },
    "snoozed_until_time": "text",
    "source": "slack",
    "state": "text",
    "tags": [
      "text"
    ],
    "team": {
      "id": "text"
    },
    "title": "text",
    "type": "Conversation"
  },
  "request_id": "text"
}

get

Get followers of an issue

Rate limit: 60 requests per minute

Authorizations

bearerAuth

AuthorizationstringRequired

Authorization: Bearer

Path parameters

idstringRequired

The ID or number of the issue to get followers for.

Responses

200Success

application/json

400Error

application/json

404Error

application/json

500Error

application/json

get

/issues/{id}/followers

HTTPcURLJavaScriptPython

GET /issues/{id}/followers HTTP/1.1
Host: api.usepylon.com
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

{
  "data": [
    {
      "id": "text",
      "type": "user"
    }
  ],
  "request_id": "text"
}

post

Add or remove followers to/from an issue

By default, adds followers. To remove followers, set the operation field to "remove".

Rate limit: 20 requests per minute

Authorizations

bearerAuth

AuthorizationstringRequired

Authorization: Bearer

Path parameters

idstringRequired

The ID or number of the issue to add followers to.

Body

application/json

contact_idsstring[]Optional

The IDs of contacts to add as followers.

operationstringOptional

Operation to perform. Use "add" to add followers (default) or "remove" to remove followers.

user_idsstring[]Optional

The IDs of users to add as followers.

Responses

200Success

application/json

400Error

application/json

404Error

application/json

500Error

application/json

post

/issues/{id}/followers

HTTPcURLJavaScriptPython

POST /issues/{id}/followers HTTP/1.1
Host: api.usepylon.com
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 63

{
  "contact_ids": [
    "text"
  ],
  "operation": "text",
  "user_ids": [
    "text"
  ]
}

{
  "data": [
    {
      "id": "text",
      "type": "user"
    }
  ],
  "request_id": "text"
}

post

Link or unlink external issues to/from an issue

By default, links external issues. To unlink issues, set the operation field to "unlink".

Rate limit: 20 requests per minute

Authorizations

bearerAuth

AuthorizationstringRequired

Authorization: Bearer

Path parameters

idstringRequired

The ID or number of the issue to link external issues to.

Body

application/json

external_issue_idstringRequired

The ID of the external issue in the source system.

operationstringOptional

Operation to perform. Use "link" to link issues (default) or "unlink" to unlink issues.

sourcestringRequired

The source system of the external issue (e.g., "linear", "asana", "jira", "github").

Responses

200Success

application/json

400Error

application/json

404Error

application/json

500Error

application/json

post

/issues/{id}/external-issues

HTTPcURLJavaScriptPython

POST /issues/{id}/external-issues HTTP/1.1
Host: api.usepylon.com
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 63

{
  "external_issue_id": "text",
  "operation": "text",
  "source": "text"
}

{
  "data": {
    "account": {
      "id": "text"
    },
    "assignee": {
      "email": "text",
      "id": "text"
    },
    "attachment_urls": [
      "text"
    ],
    "author_unverified": true,
    "body_html": "text",
    "business_hours_first_response_seconds": 1,
    "business_hours_resolution_seconds": 1,
    "chat_widget_info": {
      "page_url": "text"
    },
    "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,
    "number_of_touches": 1,
    "requester": {
      "email": "text",
      "id": "text"
    },
    "resolution_seconds": 1,
    "resolution_time": "text",
    "slack": {
      "channel_id": "text",
      "message_ts": "text",
      "workspace_id": "text"
    },
    "snoozed_until_time": "text",
    "source": "slack",
    "state": "text",
    "tags": [
      "text"
    ],
    "team": {
      "id": "text"
    },
    "title": "text",
    "type": "Conversation"
  },
  "request_id": "text"
}

Note: utilizing external issues endpoint will update the ticket status to whatever is set in the apps directory page. Please see screenshot below.

Note: utilizing external issues endpoint will update the ticket status to whatever is set in the apps directory page. Please see screenshot below.