Knowledge Base Website Changelog Book a Demo Login

Issues

PreviousCustom Fields NextKnowledge Base

Last updated 1 month 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

200Success

application/json

400Error

application/json

404Error

application/json

500Error

application/json

get

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

{
  "data": {
    "account": {
      "id": "text"
    },
    "assignee": {
      "email": "text",
      "id": "text"
    },
    "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"
    },
    "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

200Success

application/json

delete

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

200Success

{
  "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

200Success

application/json

400Error

application/json

404Error

application/json

500Error

application/json

get

GET /issues HTTP/1.1
Host: api.usepylon.com
Authorization: Bearer JWT
Accept: */*

{
  "data": [
    {
      "account": {
        "id": "text"
      },
      "assignee": {
        "email": "text",
        "id": "text"
      },
      "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"
      },
      "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)

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

200Success

application/json

400Error

application/json

404Error

application/json

500Error

application/json

post

POST /issues HTTP/1.1
Host: api.usepylon.com
Authorization: Bearer JWT
Content-Type: application/json
Accept: */*
Content-Length: 447

{
  "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"
}

{
  "data": {
    "account": {
      "id": "text"
    },
    "assignee": {
      "email": "text",
      "id": "text"
    },
    "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"
    },
    "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.

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

PATCH /issues/{id} HTTP/1.1
Host: api.usepylon.com
Authorization: Bearer JWT
Content-Type: application/json
Accept: */*
Content-Length: 212

{
  "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"
    },
    "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"
    },
    "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
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

Authorizations

Body

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

POST /issues/search HTTP/1.1
Host: api.usepylon.com
Authorization: Bearer JWT
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"
      },
      "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"
      },
      "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

200Success

application/json

400Error

application/json

404Error

application/json

500Error

application/json

post

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

{
  "snooze_until": "text"
}

{
  "data": {
    "account": {
      "id": "text"
    },
    "assignee": {
      "email": "text",
      "id": "text"
    },
    "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"
    },
    "snoozed_until_time": "text",
    "source": "slack",
    "state": "text",
    "tags": [
      "text"
    ],
    "team": {
      "id": "text"
    },
    "title": "text",
    "type": "Conversation"
  },
  "request_id": "text"
}