# Issues ## Get a list of issues > Returns a paginated list of issues within a required time range (max 30 days).\ > \ > \*\*Rate limit:\*\* 10 requests per minute ```json {"openapi":"3.0.1","info":{"title":"Pylon API.","version":"1.0.0"},"servers":[{"url":"https://api.usepylon.com"}],"security":[{"bearerAuth":[]}],"components":{"securitySchemes":{"bearerAuth":{"description":"Authorization: Bearer ","scheme":"bearer","type":"http"}},"schemas":{"GetIssuesResponseBody":{"properties":{"data":{"description":"The data payload of the response.","items":{"$ref":"#/components/schemas/Issue"},"type":"array"},"request_id":{"description":"The request ID for tracking.","type":"string"}},"type":"object"},"Issue":{"properties":{"account":{"$ref":"#/components/schemas/MiniAccount"},"assignee":{"$ref":"#/components/schemas/MiniUser"},"attachment_urls":{"description":"The attachment URLs attached to this issue, if any.","items":{"type":"string"},"type":"array"},"author_unverified":{"description":"Whether any message on the issue has an unverified author identity. True if any message author's identity has NOT been verified (e.g., from public forms).","type":"boolean"},"body_html":{"description":"The body of the issue in HTML format.","type":"string"},"business_hours_first_response_seconds":{"description":"The business hours time in seconds it took for the first response to the issue, if any.","format":"int64","type":"integer"},"business_hours_resolution_seconds":{"description":"The business hours time in seconds it took for the issue to be resolved, if any.","format":"int64","type":"integer"},"business_hours_time_in_status_seconds":{"additionalProperties":{"format":"int64","type":"integer"},"description":"A map of status slug to the business hours time in seconds the issue has spent in that status. Includes both base statuses (e.g. \"new\", \"waiting_on_you\") and custom statuses.","type":"object"},"chat_widget_info":{"$ref":"#/components/schemas/IssueChatWidgetInfo"},"child_issues":{"description":"The child issues in this group, if this issue is an issue group.","items":{"$ref":"#/components/schemas/MiniIssue"},"type":"array"},"created_at":{"description":"The time the issue was created.","type":"string"},"csat_responses":{"description":"The CSAT responses of the issue, if any.","items":{"$ref":"#/components/schemas/CSATResponse"},"type":"array"},"custom_fields":{"additionalProperties":{"$ref":"#/components/schemas/CustomFieldValue"},"description":"Custom field values associated with the issue.","type":"object"},"customer_portal_visible":{"description":"Whether the issue is visible in the customer portal.","type":"boolean"},"external_issues":{"description":"The external issues associated with the issue, if any.","items":{"$ref":"#/components/schemas/ExternalIssue"},"type":"array"},"first_response_seconds":{"description":"The time in seconds it took for the first response to the issue, if any.","format":"int64","type":"integer"},"first_response_time":{"description":"The time of the first response to the issue, if any.","type":"string"},"id":{"description":"The ID of the issue.","type":"string"},"latest_message_time":{"description":"The time of the latest message in the issue.","type":"string"},"link":{"description":"The link to the issue in Pylon.","type":"string"},"number":{"description":"The number of the issue.","format":"int64","type":"integer"},"number_of_touches":{"description":"The number of times the issue has been touched.","format":"int64","type":"integer"},"parent_issue_group":{"$ref":"#/components/schemas/MiniIssue"},"requester":{"$ref":"#/components/schemas/MiniContact"},"resolution_breach_time":{"description":"The time by which the issue's resolution SLA will breach, if any. Only present for open issues with an active resolution SLA.","type":"string"},"resolution_seconds":{"description":"The time in seconds it took for the issue to be resolved, if any.","format":"int64","type":"integer"},"resolution_time":{"description":"The time of the resolution of the issue, if any.","type":"string"},"slack":{"$ref":"#/components/schemas/SlackInfo"},"snoozed_until_time":{"description":"The time the issue was snoozed until in RFC3339 format, if any.","type":"string"},"source":{"description":"The source of the issue.","enum":["slack","microsoft_teams","microsoft_teams_chat","chat_widget","email","manual","form","discord","whatsapp","sms","telegram","phone"],"type":"string"},"state":{"description":"The state of the issue. This could be one of `[\"new\", \"waiting_on_you\", \"waiting_on_customer\", \"on_hold\", \"closed\"] or a custom status slug.","type":"string"},"tags":{"description":"Tags associated with the issue.","items":{"type":"string"},"type":"array"},"team":{"$ref":"#/components/schemas/MiniTeam"},"time_in_status_seconds":{"additionalProperties":{"format":"int64","type":"integer"},"description":"A map of status slug to the time in seconds the issue has spent in that status. Includes both base statuses (e.g. \"new\", \"waiting_on_you\") and custom statuses.","type":"object"},"title":{"description":"The title of the issue.","type":"string"},"type":{"description":"The type of the issue.\n\n`conversation`: A conversation.\n\n`ticket`: A support ticket.","enum":["conversation","ticket"],"type":"string"},"updated_at":{"description":"The time the issue was last updated.","type":"string"}},"type":"object"},"MiniAccount":{"properties":{"external_ids":{"description":"External IDs associated with the account.","items":{"$ref":"#/components/schemas/ExternalID"},"type":"array"},"id":{"description":"The ID of the account.","type":"string"}},"type":"object"},"ExternalID":{"properties":{"external_id":{"description":"The external ID. Must be unique per object type (ex. account).","type":"string"},"label":{"description":"The label of the external ID. Must be unique per object.","type":"string"}},"type":"object"},"MiniUser":{"properties":{"email":{"description":"The email of the user.","type":"string"},"id":{"description":"The ID of the user.","type":"string"}},"type":"object"},"IssueChatWidgetInfo":{"properties":{"page_url":{"description":"The URL of the page that the user was on when they started the chat widget issue.","type":"string"}},"type":"object"},"MiniIssue":{"properties":{"id":{"description":"The ID of the issue.","type":"string"},"number":{"description":"The number of the issue.","format":"int64","type":"integer"}},"type":"object"},"CSATResponse":{"properties":{"comment":{"description":"The comment of the CSAT response.","type":"string"},"score":{"description":"The score of the CSAT response.","format":"int64","type":"integer"}},"type":"object"},"CustomFieldValue":{"properties":{"slug":{"description":"The slug of the custom field.","type":"string"},"value":{"description":"The value of the custom field. Only to be used for single-valued custom fields. If unset, the custom field will be unset. If the custom field is a select field, the value must be the select option slug, which you can find from the GET /custom-fields endpoint.","type":"string"},"values":{"description":"The values of the custom field. Only to be used for multi-valued custom fields (ex. multiselect). If unset, the custom field will be unset. If the custom field is a multiselect field, the values must be the select option slugs which you can find from the GET /custom-fields endpoint.","items":{"type":"string"},"type":"array"}},"type":"object"},"ExternalIssue":{"properties":{"external_id":{"description":"The external ID of the external issue.\n\nJira: ID of the issue (autoincrementing number from 10000).\n\nGitHub: Owner/Repo/IssueID.\n\nLinear: ID of the issue (UUID).\n\nAsana: ID of the task (Long number).","type":"string"},"link":{"description":"Link to the product issue.","type":"string"},"source":{"description":"The source of the external issue.","type":"string"}},"type":"object"},"MiniContact":{"properties":{"email":{"description":"The email of the contact.","type":"string"},"id":{"description":"The ID of the contact.","type":"string"}},"type":"object"},"SlackInfo":{"properties":{"channel_id":{"description":"The Slack channel ID associated with the issue.","type":"string"},"message_ts":{"description":"The root message ID of slack message that started issue.","type":"string"},"workspace_id":{"description":"The Slack workspace ID associated with the issue.","type":"string"}},"type":"object"},"MiniTeam":{"properties":{"id":{"description":"The ID of the team.","type":"string"}},"type":"object"},"ErrorApiResponseBody":{"properties":{"errors":{"description":"The list of errors.","items":{"type":"string"},"type":"array"},"exists_id":{"description":"The ID of the object that already exists if this is a duplicate object error.","type":"string"},"request_id":{"description":"The request ID for tracking.","type":"string"}},"type":"object"}}},"paths":{"/issues":{"get":{"description":"Returns a paginated list of issues within a required time range (max 30 days).\n\n**Rate limit:** 10 requests per minute","operationId":"GetIssues","parameters":[{"description":"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.","in":"query","name":"start_time","required":true,"schema":{"type":"string"}},{"description":"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.","in":"query","name":"end_time","required":true,"schema":{"type":"string"}}],"responses":{"200":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/GetIssuesResponseBody"}}},"description":""},"400":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""},"404":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""},"500":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""}},"summary":"Get a list of issues","tags":["issues"]}}}} ``` ## Create a new issue > Creates a new issue with the specified title and body. Requires either an account\_id or requester information.\ > \ > \*\*Rate limit:\*\* 10 requests per minute ```json {"openapi":"3.0.1","info":{"title":"Pylon API.","version":"1.0.0"},"servers":[{"url":"https://api.usepylon.com"}],"security":[{"bearerAuth":[]}],"components":{"securitySchemes":{"bearerAuth":{"description":"Authorization: Bearer ","scheme":"bearer","type":"http"}},"schemas":{"CreateIssueRequest":{"properties":{"account_id":{"description":"The account that this issue belongs to.","type":"string"},"assignee_id":{"description":"The user the issue should be assigned to.","type":"string"},"attachment_urls":{"description":"An array of attachment URLs to attach to this issue.","items":{"type":"string"},"type":"array"},"author_unverified":{"description":"Whether the requester's identity has NOT been verified. Defaults to false (verified).","type":"boolean"},"body_html":{"description":"The HTML content of the body of the issue.","type":"string"},"contact_id":{"description":"The contact to attribute the first message to. Makes the message appear as a customer message rather than an internal note. Only one of user_id or contact_id can be provided. Requires destination_metadata.","type":"string"},"created_at":{"description":"Timestamp of when the issue was created. If not specified, the current time will be used. (RFC3339)","type":"string"},"custom_fields":{"description":"An array of custom fields to be used on this issue.","items":{"$ref":"#/components/schemas/CustomFieldValue"},"type":"array"},"destination_metadata":{"$ref":"#/components/schemas/DestinationMetadata"},"priority":{"description":"The priority of the issue. Can be one of: urgent, high, medium, or low.","type":"string"},"requester_avatar_url":{"description":"The URL of an avatar of the requester.","type":"string"},"requester_email":{"description":"The email of the contact this issue is on behalf of. If no matching contact exists, one will be created. Include one of requester_id or requester_email.","type":"string"},"requester_id":{"description":"The contact this issue is on behalf of. Sets the \"Requester\" shown in the issue sidebar. Include one of requester_id or requester_email.","type":"string"},"requester_name":{"description":"The full name of the requester. Used when creating a new contact via requester_email.","type":"string"},"tags":{"description":"An array of strings to use as tags on this issue. If provided, the issue tags will be updated to the given tags.","items":{"type":"string"},"type":"array"},"team_id":{"description":"The ID of the team this issue should be assigned to.","type":"string"},"title":{"description":"The title of the issue.","type":"string"},"user_id":{"description":"The internal user to attribute the first message to. Only one of user_id or contact_id can be provided. If neither is set, the API token's user is used.","type":"string"}},"required":["body_html","title"],"type":"object"},"CustomFieldValue":{"properties":{"slug":{"description":"The slug of the custom field.","type":"string"},"value":{"description":"The value of the custom field. Only to be used for single-valued custom fields. If unset, the custom field will be unset. If the custom field is a select field, the value must be the select option slug, which you can find from the GET /custom-fields endpoint.","type":"string"},"values":{"description":"The values of the custom field. Only to be used for multi-valued custom fields (ex. multiselect). If unset, the custom field will be unset. If the custom field is a multiselect field, the values must be the select option slugs which you can find from the GET /custom-fields endpoint.","items":{"type":"string"},"type":"array"}},"type":"object"},"DestinationMetadata":{"description":"Specifies if/how communication will be delivered to the customer.\n\nYou can configure the issue to contact the requester via email, Slack, in-app chat, SMS, WhatsApp, or not at all.\n\nIf a destination other than `internal` is specified, a message with the issue's BodyHTML will be delivered to the requester.\n\nIf you don't wish to immediately contact the requester, you can specify the `internal` destination.","properties":{"chat_widget_app_id":{"description":"The ID of the chat widget app to use for in-app chat.","type":"string"},"destination":{"description":"The destination type of the issue. Can be \"email\", \"slack\", \"in_app_chat\", \"sms\", \"whatsapp\", or \"internal\". Defaults to \"internal\".\n\n`slack`: Deliver to the issue's account's Slack channel.\n\n`email`: Deliver messages to the issue requester via email.\n\n`in_app_chat`: Deliver messages to the issue requester via in-app chat.\n\n`internal`: Keep the issue internal and don't contact the requester at all.\n\n`sms`: Deliver messages to the issue requester via SMS.\n\n`whatsapp`: Deliver messages to the issue requester via WhatsApp.","enum":["slack","email","in_app_chat","internal","sms","whatsapp"],"type":"string"},"email":{"description":"The email that emails to the requester will be sent from. You must configure an email app in Pylon with this address.","type":"string"},"email_bccs":{"description":"Emails that will be BCCed on emails to the requester.","items":{"type":"string"},"type":"array"},"email_ccs":{"description":"Emails that will be CCed on emails to the requester.","items":{"type":"string"},"type":"array"},"from_sms_phone_number_id":{"description":"The ID of the Telnyx phone number to send SMS from. Required if destination is \"sms\".","type":"string"},"whatsapp_app_id":{"description":"The ID of the WhatsApp app to send messages from. Required if destination is \"whatsapp\".","type":"string"},"whatsapp_message_template_language":{"description":"The language of the WhatsApp message template to use. Required if destination is \"whatsapp\".","type":"string"},"whatsapp_message_template_name":{"description":"The name of the WhatsApp message template to use. Required if destination is \"whatsapp\".","type":"string"}},"title":"DestinationMetadata","type":"object"},"CreateIssueResponseBody":{"properties":{"data":{"$ref":"#/components/schemas/Issue"},"request_id":{"description":"The request ID for tracking.","type":"string"}},"type":"object"},"Issue":{"properties":{"account":{"$ref":"#/components/schemas/MiniAccount"},"assignee":{"$ref":"#/components/schemas/MiniUser"},"attachment_urls":{"description":"The attachment URLs attached to this issue, if any.","items":{"type":"string"},"type":"array"},"author_unverified":{"description":"Whether any message on the issue has an unverified author identity. True if any message author's identity has NOT been verified (e.g., from public forms).","type":"boolean"},"body_html":{"description":"The body of the issue in HTML format.","type":"string"},"business_hours_first_response_seconds":{"description":"The business hours time in seconds it took for the first response to the issue, if any.","format":"int64","type":"integer"},"business_hours_resolution_seconds":{"description":"The business hours time in seconds it took for the issue to be resolved, if any.","format":"int64","type":"integer"},"business_hours_time_in_status_seconds":{"additionalProperties":{"format":"int64","type":"integer"},"description":"A map of status slug to the business hours time in seconds the issue has spent in that status. Includes both base statuses (e.g. \"new\", \"waiting_on_you\") and custom statuses.","type":"object"},"chat_widget_info":{"$ref":"#/components/schemas/IssueChatWidgetInfo"},"child_issues":{"description":"The child issues in this group, if this issue is an issue group.","items":{"$ref":"#/components/schemas/MiniIssue"},"type":"array"},"created_at":{"description":"The time the issue was created.","type":"string"},"csat_responses":{"description":"The CSAT responses of the issue, if any.","items":{"$ref":"#/components/schemas/CSATResponse"},"type":"array"},"custom_fields":{"additionalProperties":{"$ref":"#/components/schemas/CustomFieldValue"},"description":"Custom field values associated with the issue.","type":"object"},"customer_portal_visible":{"description":"Whether the issue is visible in the customer portal.","type":"boolean"},"external_issues":{"description":"The external issues associated with the issue, if any.","items":{"$ref":"#/components/schemas/ExternalIssue"},"type":"array"},"first_response_seconds":{"description":"The time in seconds it took for the first response to the issue, if any.","format":"int64","type":"integer"},"first_response_time":{"description":"The time of the first response to the issue, if any.","type":"string"},"id":{"description":"The ID of the issue.","type":"string"},"latest_message_time":{"description":"The time of the latest message in the issue.","type":"string"},"link":{"description":"The link to the issue in Pylon.","type":"string"},"number":{"description":"The number of the issue.","format":"int64","type":"integer"},"number_of_touches":{"description":"The number of times the issue has been touched.","format":"int64","type":"integer"},"parent_issue_group":{"$ref":"#/components/schemas/MiniIssue"},"requester":{"$ref":"#/components/schemas/MiniContact"},"resolution_breach_time":{"description":"The time by which the issue's resolution SLA will breach, if any. Only present for open issues with an active resolution SLA.","type":"string"},"resolution_seconds":{"description":"The time in seconds it took for the issue to be resolved, if any.","format":"int64","type":"integer"},"resolution_time":{"description":"The time of the resolution of the issue, if any.","type":"string"},"slack":{"$ref":"#/components/schemas/SlackInfo"},"snoozed_until_time":{"description":"The time the issue was snoozed until in RFC3339 format, if any.","type":"string"},"source":{"description":"The source of the issue.","enum":["slack","microsoft_teams","microsoft_teams_chat","chat_widget","email","manual","form","discord","whatsapp","sms","telegram","phone"],"type":"string"},"state":{"description":"The state of the issue. This could be one of `[\"new\", \"waiting_on_you\", \"waiting_on_customer\", \"on_hold\", \"closed\"] or a custom status slug.","type":"string"},"tags":{"description":"Tags associated with the issue.","items":{"type":"string"},"type":"array"},"team":{"$ref":"#/components/schemas/MiniTeam"},"time_in_status_seconds":{"additionalProperties":{"format":"int64","type":"integer"},"description":"A map of status slug to the time in seconds the issue has spent in that status. Includes both base statuses (e.g. \"new\", \"waiting_on_you\") and custom statuses.","type":"object"},"title":{"description":"The title of the issue.","type":"string"},"type":{"description":"The type of the issue.\n\n`conversation`: A conversation.\n\n`ticket`: A support ticket.","enum":["conversation","ticket"],"type":"string"},"updated_at":{"description":"The time the issue was last updated.","type":"string"}},"type":"object"},"MiniAccount":{"properties":{"external_ids":{"description":"External IDs associated with the account.","items":{"$ref":"#/components/schemas/ExternalID"},"type":"array"},"id":{"description":"The ID of the account.","type":"string"}},"type":"object"},"ExternalID":{"properties":{"external_id":{"description":"The external ID. Must be unique per object type (ex. account).","type":"string"},"label":{"description":"The label of the external ID. Must be unique per object.","type":"string"}},"type":"object"},"MiniUser":{"properties":{"email":{"description":"The email of the user.","type":"string"},"id":{"description":"The ID of the user.","type":"string"}},"type":"object"},"IssueChatWidgetInfo":{"properties":{"page_url":{"description":"The URL of the page that the user was on when they started the chat widget issue.","type":"string"}},"type":"object"},"MiniIssue":{"properties":{"id":{"description":"The ID of the issue.","type":"string"},"number":{"description":"The number of the issue.","format":"int64","type":"integer"}},"type":"object"},"CSATResponse":{"properties":{"comment":{"description":"The comment of the CSAT response.","type":"string"},"score":{"description":"The score of the CSAT response.","format":"int64","type":"integer"}},"type":"object"},"ExternalIssue":{"properties":{"external_id":{"description":"The external ID of the external issue.\n\nJira: ID of the issue (autoincrementing number from 10000).\n\nGitHub: Owner/Repo/IssueID.\n\nLinear: ID of the issue (UUID).\n\nAsana: ID of the task (Long number).","type":"string"},"link":{"description":"Link to the product issue.","type":"string"},"source":{"description":"The source of the external issue.","type":"string"}},"type":"object"},"MiniContact":{"properties":{"email":{"description":"The email of the contact.","type":"string"},"id":{"description":"The ID of the contact.","type":"string"}},"type":"object"},"SlackInfo":{"properties":{"channel_id":{"description":"The Slack channel ID associated with the issue.","type":"string"},"message_ts":{"description":"The root message ID of slack message that started issue.","type":"string"},"workspace_id":{"description":"The Slack workspace ID associated with the issue.","type":"string"}},"type":"object"},"MiniTeam":{"properties":{"id":{"description":"The ID of the team.","type":"string"}},"type":"object"},"ErrorApiResponseBody":{"properties":{"errors":{"description":"The list of errors.","items":{"type":"string"},"type":"array"},"exists_id":{"description":"The ID of the object that already exists if this is a duplicate object error.","type":"string"},"request_id":{"description":"The request ID for tracking.","type":"string"}},"type":"object"}}},"paths":{"/issues":{"post":{"description":"Creates a new issue with the specified title and body. Requires either an account_id or requester information.\n\n**Rate limit:** 10 requests per minute","operationId":"CreateIssue","requestBody":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/CreateIssueRequest"}}},"required":false},"responses":{"200":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/CreateIssueResponseBody"}}},"description":""},"400":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""},"404":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""},"500":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""}},"summary":"Create a new issue","tags":["issues"]}}}} ``` ## Get an issue by its ID/number > Returns a single issue by ID or issue number.\ > \ > \*\*Rate limit:\*\* 60 requests per minute ```json {"openapi":"3.0.1","info":{"title":"Pylon API.","version":"1.0.0"},"servers":[{"url":"https://api.usepylon.com"}],"security":[{"bearerAuth":[]}],"components":{"securitySchemes":{"bearerAuth":{"description":"Authorization: Bearer ","scheme":"bearer","type":"http"}},"schemas":{"GetIssueResponseBody":{"properties":{"data":{"$ref":"#/components/schemas/Issue"},"request_id":{"description":"The request ID for tracking.","type":"string"}},"type":"object"},"Issue":{"properties":{"account":{"$ref":"#/components/schemas/MiniAccount"},"assignee":{"$ref":"#/components/schemas/MiniUser"},"attachment_urls":{"description":"The attachment URLs attached to this issue, if any.","items":{"type":"string"},"type":"array"},"author_unverified":{"description":"Whether any message on the issue has an unverified author identity. True if any message author's identity has NOT been verified (e.g., from public forms).","type":"boolean"},"body_html":{"description":"The body of the issue in HTML format.","type":"string"},"business_hours_first_response_seconds":{"description":"The business hours time in seconds it took for the first response to the issue, if any.","format":"int64","type":"integer"},"business_hours_resolution_seconds":{"description":"The business hours time in seconds it took for the issue to be resolved, if any.","format":"int64","type":"integer"},"business_hours_time_in_status_seconds":{"additionalProperties":{"format":"int64","type":"integer"},"description":"A map of status slug to the business hours time in seconds the issue has spent in that status. Includes both base statuses (e.g. \"new\", \"waiting_on_you\") and custom statuses.","type":"object"},"chat_widget_info":{"$ref":"#/components/schemas/IssueChatWidgetInfo"},"child_issues":{"description":"The child issues in this group, if this issue is an issue group.","items":{"$ref":"#/components/schemas/MiniIssue"},"type":"array"},"created_at":{"description":"The time the issue was created.","type":"string"},"csat_responses":{"description":"The CSAT responses of the issue, if any.","items":{"$ref":"#/components/schemas/CSATResponse"},"type":"array"},"custom_fields":{"additionalProperties":{"$ref":"#/components/schemas/CustomFieldValue"},"description":"Custom field values associated with the issue.","type":"object"},"customer_portal_visible":{"description":"Whether the issue is visible in the customer portal.","type":"boolean"},"external_issues":{"description":"The external issues associated with the issue, if any.","items":{"$ref":"#/components/schemas/ExternalIssue"},"type":"array"},"first_response_seconds":{"description":"The time in seconds it took for the first response to the issue, if any.","format":"int64","type":"integer"},"first_response_time":{"description":"The time of the first response to the issue, if any.","type":"string"},"id":{"description":"The ID of the issue.","type":"string"},"latest_message_time":{"description":"The time of the latest message in the issue.","type":"string"},"link":{"description":"The link to the issue in Pylon.","type":"string"},"number":{"description":"The number of the issue.","format":"int64","type":"integer"},"number_of_touches":{"description":"The number of times the issue has been touched.","format":"int64","type":"integer"},"parent_issue_group":{"$ref":"#/components/schemas/MiniIssue"},"requester":{"$ref":"#/components/schemas/MiniContact"},"resolution_breach_time":{"description":"The time by which the issue's resolution SLA will breach, if any. Only present for open issues with an active resolution SLA.","type":"string"},"resolution_seconds":{"description":"The time in seconds it took for the issue to be resolved, if any.","format":"int64","type":"integer"},"resolution_time":{"description":"The time of the resolution of the issue, if any.","type":"string"},"slack":{"$ref":"#/components/schemas/SlackInfo"},"snoozed_until_time":{"description":"The time the issue was snoozed until in RFC3339 format, if any.","type":"string"},"source":{"description":"The source of the issue.","enum":["slack","microsoft_teams","microsoft_teams_chat","chat_widget","email","manual","form","discord","whatsapp","sms","telegram","phone"],"type":"string"},"state":{"description":"The state of the issue. This could be one of `[\"new\", \"waiting_on_you\", \"waiting_on_customer\", \"on_hold\", \"closed\"] or a custom status slug.","type":"string"},"tags":{"description":"Tags associated with the issue.","items":{"type":"string"},"type":"array"},"team":{"$ref":"#/components/schemas/MiniTeam"},"time_in_status_seconds":{"additionalProperties":{"format":"int64","type":"integer"},"description":"A map of status slug to the time in seconds the issue has spent in that status. Includes both base statuses (e.g. \"new\", \"waiting_on_you\") and custom statuses.","type":"object"},"title":{"description":"The title of the issue.","type":"string"},"type":{"description":"The type of the issue.\n\n`conversation`: A conversation.\n\n`ticket`: A support ticket.","enum":["conversation","ticket"],"type":"string"},"updated_at":{"description":"The time the issue was last updated.","type":"string"}},"type":"object"},"MiniAccount":{"properties":{"external_ids":{"description":"External IDs associated with the account.","items":{"$ref":"#/components/schemas/ExternalID"},"type":"array"},"id":{"description":"The ID of the account.","type":"string"}},"type":"object"},"ExternalID":{"properties":{"external_id":{"description":"The external ID. Must be unique per object type (ex. account).","type":"string"},"label":{"description":"The label of the external ID. Must be unique per object.","type":"string"}},"type":"object"},"MiniUser":{"properties":{"email":{"description":"The email of the user.","type":"string"},"id":{"description":"The ID of the user.","type":"string"}},"type":"object"},"IssueChatWidgetInfo":{"properties":{"page_url":{"description":"The URL of the page that the user was on when they started the chat widget issue.","type":"string"}},"type":"object"},"MiniIssue":{"properties":{"id":{"description":"The ID of the issue.","type":"string"},"number":{"description":"The number of the issue.","format":"int64","type":"integer"}},"type":"object"},"CSATResponse":{"properties":{"comment":{"description":"The comment of the CSAT response.","type":"string"},"score":{"description":"The score of the CSAT response.","format":"int64","type":"integer"}},"type":"object"},"CustomFieldValue":{"properties":{"slug":{"description":"The slug of the custom field.","type":"string"},"value":{"description":"The value of the custom field. Only to be used for single-valued custom fields. If unset, the custom field will be unset. If the custom field is a select field, the value must be the select option slug, which you can find from the GET /custom-fields endpoint.","type":"string"},"values":{"description":"The values of the custom field. Only to be used for multi-valued custom fields (ex. multiselect). If unset, the custom field will be unset. If the custom field is a multiselect field, the values must be the select option slugs which you can find from the GET /custom-fields endpoint.","items":{"type":"string"},"type":"array"}},"type":"object"},"ExternalIssue":{"properties":{"external_id":{"description":"The external ID of the external issue.\n\nJira: ID of the issue (autoincrementing number from 10000).\n\nGitHub: Owner/Repo/IssueID.\n\nLinear: ID of the issue (UUID).\n\nAsana: ID of the task (Long number).","type":"string"},"link":{"description":"Link to the product issue.","type":"string"},"source":{"description":"The source of the external issue.","type":"string"}},"type":"object"},"MiniContact":{"properties":{"email":{"description":"The email of the contact.","type":"string"},"id":{"description":"The ID of the contact.","type":"string"}},"type":"object"},"SlackInfo":{"properties":{"channel_id":{"description":"The Slack channel ID associated with the issue.","type":"string"},"message_ts":{"description":"The root message ID of slack message that started issue.","type":"string"},"workspace_id":{"description":"The Slack workspace ID associated with the issue.","type":"string"}},"type":"object"},"MiniTeam":{"properties":{"id":{"description":"The ID of the team.","type":"string"}},"type":"object"},"ErrorApiResponseBody":{"properties":{"errors":{"description":"The list of errors.","items":{"type":"string"},"type":"array"},"exists_id":{"description":"The ID of the object that already exists if this is a duplicate object error.","type":"string"},"request_id":{"description":"The request ID for tracking.","type":"string"}},"type":"object"}}},"paths":{"/issues/{id}":{"get":{"description":"Returns a single issue by ID or issue number.\n\n**Rate limit:** 60 requests per minute","operationId":"GetIssue","parameters":[{"description":"The ID or number of the issue to fetch.","in":"path","name":"id","required":true,"schema":{"type":"string"}}],"responses":{"200":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/GetIssueResponseBody"}}},"description":""},"400":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""},"404":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""},"500":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""}},"summary":"Get an issue by its ID/number","tags":["issues"]}}}} ``` ## Update an existing issue > Updates an existing issue. Only provided fields are modified.\ > \ > \*\*Rate limit:\*\* 20 requests per minute ```json {"openapi":"3.0.1","info":{"title":"Pylon API.","version":"1.0.0"},"servers":[{"url":"https://api.usepylon.com"}],"security":[{"bearerAuth":[]}],"components":{"securitySchemes":{"bearerAuth":{"description":"Authorization: Bearer ","scheme":"bearer","type":"http"}},"schemas":{"UpdateIssueRequestBody":{"properties":{"account_id":{"description":"The ID of the account that this issue belongs to.","type":"string"},"assignee_id":{"description":"The ID of the user who should be assigned to this issue. If empty string is passed in, the issue assignee will be removed.","type":"string"},"custom_fields":{"description":"An array of custom fields to be used on this issue. Only passed in fields will be modified.","items":{"$ref":"#/components/schemas/CustomFieldValue"},"type":"array"},"customer_portal_visible":{"description":"Whether the issue should be visible in the customer portal.","type":"boolean"},"requester_id":{"description":"The ID of the requester that this issue is on behalf of.","type":"string"},"requestor_id":{"description":"Deprecated: Use requester_id instead.","type":"string"},"state":{"description":"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.","type":"string"},"tags":{"description":"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.","items":{"type":"string"},"type":"array"},"team_id":{"description":"The ID of the team this issue should be assigned to. If empty string is passed in, any assigned team will be removed.","type":"string"},"title":{"description":"The title of the issue.","type":"string"},"type":{"description":"The type of the issue. Set to \"ticket\" to upgrade a conversation to a support ticket. Cannot be downgraded from \"ticket\" to \"conversation\".\n\n`conversation`: A conversation.\n\n`ticket`: A support ticket.","enum":["conversation","ticket"],"type":"string"}},"type":"object"},"CustomFieldValue":{"properties":{"slug":{"description":"The slug of the custom field.","type":"string"},"value":{"description":"The value of the custom field. Only to be used for single-valued custom fields. If unset, the custom field will be unset. If the custom field is a select field, the value must be the select option slug, which you can find from the GET /custom-fields endpoint.","type":"string"},"values":{"description":"The values of the custom field. Only to be used for multi-valued custom fields (ex. multiselect). If unset, the custom field will be unset. If the custom field is a multiselect field, the values must be the select option slugs which you can find from the GET /custom-fields endpoint.","items":{"type":"string"},"type":"array"}},"type":"object"},"UpdateIssueResponseBody":{"properties":{"data":{"$ref":"#/components/schemas/Issue"},"request_id":{"description":"The request ID for tracking.","type":"string"}},"type":"object"},"Issue":{"properties":{"account":{"$ref":"#/components/schemas/MiniAccount"},"assignee":{"$ref":"#/components/schemas/MiniUser"},"attachment_urls":{"description":"The attachment URLs attached to this issue, if any.","items":{"type":"string"},"type":"array"},"author_unverified":{"description":"Whether any message on the issue has an unverified author identity. True if any message author's identity has NOT been verified (e.g., from public forms).","type":"boolean"},"body_html":{"description":"The body of the issue in HTML format.","type":"string"},"business_hours_first_response_seconds":{"description":"The business hours time in seconds it took for the first response to the issue, if any.","format":"int64","type":"integer"},"business_hours_resolution_seconds":{"description":"The business hours time in seconds it took for the issue to be resolved, if any.","format":"int64","type":"integer"},"business_hours_time_in_status_seconds":{"additionalProperties":{"format":"int64","type":"integer"},"description":"A map of status slug to the business hours time in seconds the issue has spent in that status. Includes both base statuses (e.g. \"new\", \"waiting_on_you\") and custom statuses.","type":"object"},"chat_widget_info":{"$ref":"#/components/schemas/IssueChatWidgetInfo"},"child_issues":{"description":"The child issues in this group, if this issue is an issue group.","items":{"$ref":"#/components/schemas/MiniIssue"},"type":"array"},"created_at":{"description":"The time the issue was created.","type":"string"},"csat_responses":{"description":"The CSAT responses of the issue, if any.","items":{"$ref":"#/components/schemas/CSATResponse"},"type":"array"},"custom_fields":{"additionalProperties":{"$ref":"#/components/schemas/CustomFieldValue"},"description":"Custom field values associated with the issue.","type":"object"},"customer_portal_visible":{"description":"Whether the issue is visible in the customer portal.","type":"boolean"},"external_issues":{"description":"The external issues associated with the issue, if any.","items":{"$ref":"#/components/schemas/ExternalIssue"},"type":"array"},"first_response_seconds":{"description":"The time in seconds it took for the first response to the issue, if any.","format":"int64","type":"integer"},"first_response_time":{"description":"The time of the first response to the issue, if any.","type":"string"},"id":{"description":"The ID of the issue.","type":"string"},"latest_message_time":{"description":"The time of the latest message in the issue.","type":"string"},"link":{"description":"The link to the issue in Pylon.","type":"string"},"number":{"description":"The number of the issue.","format":"int64","type":"integer"},"number_of_touches":{"description":"The number of times the issue has been touched.","format":"int64","type":"integer"},"parent_issue_group":{"$ref":"#/components/schemas/MiniIssue"},"requester":{"$ref":"#/components/schemas/MiniContact"},"resolution_breach_time":{"description":"The time by which the issue's resolution SLA will breach, if any. Only present for open issues with an active resolution SLA.","type":"string"},"resolution_seconds":{"description":"The time in seconds it took for the issue to be resolved, if any.","format":"int64","type":"integer"},"resolution_time":{"description":"The time of the resolution of the issue, if any.","type":"string"},"slack":{"$ref":"#/components/schemas/SlackInfo"},"snoozed_until_time":{"description":"The time the issue was snoozed until in RFC3339 format, if any.","type":"string"},"source":{"description":"The source of the issue.","enum":["slack","microsoft_teams","microsoft_teams_chat","chat_widget","email","manual","form","discord","whatsapp","sms","telegram","phone"],"type":"string"},"state":{"description":"The state of the issue. This could be one of `[\"new\", \"waiting_on_you\", \"waiting_on_customer\", \"on_hold\", \"closed\"] or a custom status slug.","type":"string"},"tags":{"description":"Tags associated with the issue.","items":{"type":"string"},"type":"array"},"team":{"$ref":"#/components/schemas/MiniTeam"},"time_in_status_seconds":{"additionalProperties":{"format":"int64","type":"integer"},"description":"A map of status slug to the time in seconds the issue has spent in that status. Includes both base statuses (e.g. \"new\", \"waiting_on_you\") and custom statuses.","type":"object"},"title":{"description":"The title of the issue.","type":"string"},"type":{"description":"The type of the issue.\n\n`conversation`: A conversation.\n\n`ticket`: A support ticket.","enum":["conversation","ticket"],"type":"string"},"updated_at":{"description":"The time the issue was last updated.","type":"string"}},"type":"object"},"MiniAccount":{"properties":{"external_ids":{"description":"External IDs associated with the account.","items":{"$ref":"#/components/schemas/ExternalID"},"type":"array"},"id":{"description":"The ID of the account.","type":"string"}},"type":"object"},"ExternalID":{"properties":{"external_id":{"description":"The external ID. Must be unique per object type (ex. account).","type":"string"},"label":{"description":"The label of the external ID. Must be unique per object.","type":"string"}},"type":"object"},"MiniUser":{"properties":{"email":{"description":"The email of the user.","type":"string"},"id":{"description":"The ID of the user.","type":"string"}},"type":"object"},"IssueChatWidgetInfo":{"properties":{"page_url":{"description":"The URL of the page that the user was on when they started the chat widget issue.","type":"string"}},"type":"object"},"MiniIssue":{"properties":{"id":{"description":"The ID of the issue.","type":"string"},"number":{"description":"The number of the issue.","format":"int64","type":"integer"}},"type":"object"},"CSATResponse":{"properties":{"comment":{"description":"The comment of the CSAT response.","type":"string"},"score":{"description":"The score of the CSAT response.","format":"int64","type":"integer"}},"type":"object"},"ExternalIssue":{"properties":{"external_id":{"description":"The external ID of the external issue.\n\nJira: ID of the issue (autoincrementing number from 10000).\n\nGitHub: Owner/Repo/IssueID.\n\nLinear: ID of the issue (UUID).\n\nAsana: ID of the task (Long number).","type":"string"},"link":{"description":"Link to the product issue.","type":"string"},"source":{"description":"The source of the external issue.","type":"string"}},"type":"object"},"MiniContact":{"properties":{"email":{"description":"The email of the contact.","type":"string"},"id":{"description":"The ID of the contact.","type":"string"}},"type":"object"},"SlackInfo":{"properties":{"channel_id":{"description":"The Slack channel ID associated with the issue.","type":"string"},"message_ts":{"description":"The root message ID of slack message that started issue.","type":"string"},"workspace_id":{"description":"The Slack workspace ID associated with the issue.","type":"string"}},"type":"object"},"MiniTeam":{"properties":{"id":{"description":"The ID of the team.","type":"string"}},"type":"object"},"ErrorApiResponseBody":{"properties":{"errors":{"description":"The list of errors.","items":{"type":"string"},"type":"array"},"exists_id":{"description":"The ID of the object that already exists if this is a duplicate object error.","type":"string"},"request_id":{"description":"The request ID for tracking.","type":"string"}},"type":"object"}}},"paths":{"/issues/{id}":{"patch":{"description":"Updates an existing issue. Only provided fields are modified.\n\n**Rate limit:** 20 requests per minute","operationId":"UpdateIssue","parameters":[{"description":"The ID of the issue to update.","in":"path","name":"id","required":true,"schema":{"type":"string"}}],"requestBody":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/UpdateIssueRequestBody"}}},"required":false},"responses":{"200":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/UpdateIssueResponseBody"}}},"description":""},"400":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""},"404":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""},"500":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""}},"summary":"Update an existing issue","tags":["issues"]}}}} ``` ## Delete an existing issue > Permanently deletes an issue by ID.\ > \ > \*\*Rate limit:\*\* 20 requests per minute ```json {"openapi":"3.0.1","info":{"title":"Pylon API.","version":"1.0.0"},"servers":[{"url":"https://api.usepylon.com"}],"security":[{"bearerAuth":[]}],"components":{"securitySchemes":{"bearerAuth":{"description":"Authorization: Bearer ","scheme":"bearer","type":"http"}},"schemas":{"DeleteIssueResponseBody":{"properties":{"request_id":{"description":"The request ID for tracking.","type":"string"}},"type":"object"}}},"paths":{"/issues/{id}":{"delete":{"description":"Permanently deletes an issue by ID.\n\n**Rate limit:** 20 requests per minute","operationId":"DeleteIssue","parameters":[{"description":"The ID of the issue to delete.","in":"path","name":"id","required":true,"schema":{"type":"string"}}],"responses":{"200":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/DeleteIssueResponseBody"}}},"description":""}},"summary":"Delete an existing issue","tags":["issues"]}}}} ``` ## Search for issues by a given filter > 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\`\ > \ > \* updated\_at (in RFC3339 format). Allowed operators: \`time\_is\_after\`, \`time\_is\_before\`, \`time\_range\`\ > \ > \*\*Rate limit:\*\* 20 requests per minute ```json {"openapi":"3.0.1","info":{"title":"Pylon API.","version":"1.0.0"},"servers":[{"url":"https://api.usepylon.com"}],"security":[{"bearerAuth":[]}],"components":{"securitySchemes":{"bearerAuth":{"description":"Authorization: Bearer ","scheme":"bearer","type":"http"}},"schemas":{"SearchIssuesRequest":{"properties":{"cursor":{"description":"The cursor to use for pagination.","type":"string"},"filter":{"$ref":"#/components/schemas/Filter"},"limit":{"description":"The number of issues to fetch. Defaults to 100. Must be greater than 0 and less than 1000.","format":"int64","type":"integer"},"search_text":{"description":"Fuzzy text search. Results are intersected with any provided filter.","type":"string"}},"required":["filter"],"type":"object"},"Filter":{"properties":{"field":{"description":"The field for this filter. For allowed fields, see the documentation for\n\nthe specific endpoint you are using.\n\nFor non-compound filters (any operators other than \"and\" or \"or\"),\n\nField must be set, along with either Value or Values, depending on the operator.","type":"string"},"operator":{"description":"The operator for this filter.\n\n`equals`: Matches objects that are exactly equal to the value in the field.\n\n`not_equals`: Matches objects that are not exactly equal to the value in the field.\n\n`contains`: For a multi-valued field, such as tags, this operator will match objects that contain any of the values in the field.\n\n`does_not_contain`: For a multi-valued field, such as tags, this operator will match objects that do not contain any of the values in the field.\n\n`in`: Matches objects if the field is one of several possible values, as specified in the values array.\n\n`not_in`: Matches objects if the field is none of several possible values, as specified in the values array.\n\n`and`: Matches objects only if all subfilters match.\n\n`or`: Matches objects if any subfilter matches.\n\n`time_is_after`: Matches objects if the field is after the given time.\n\n`time_is_before`: Matches objects if the field is before the given time.\n\n`time_range`: Matches objects if the field is between the given times.\n\n`string_contains`: Matches objects if the field contains the given string.\n\n`string_does_not_contain`: Matches objects if the field does not contain the given string.\n\n`is_set`: Matches objects if the field is set.\n\n`is_unset`: Matches objects if the field is unset.\n\n`greater_than`: Matches objects if the numeric field is greater than the given value.\n\n`less_than`: Matches objects if the numeric field is less than the given value.\n\n`greater_than_or_equals`: Matches objects if the numeric field is greater than or equal to the given value.\n\n`less_than_or_equals`: Matches objects if the numeric field is less than or equal to the given value.","enum":["equals","not_equals","contains","does_not_contain","in","not_in","and","or","time_is_after","time_is_before","time_range","string_contains","string_does_not_contain","is_set","is_unset","greater_than","less_than","greater_than_or_equals","less_than_or_equals"],"type":"string"},"subfilters":{"description":"Sub-filters for this filter. Valid only when operator is \"and\" or \"or\".\n\nThe maximum allowed depth for a tree of filters is 3.","items":{"$ref":"#/components/schemas/Filter"},"type":"array"},"value":{"description":"The value for this filter. Only used for single-valued operators\n\n(\"equals\", \"not_equals\", \"contains\", \"does_not_contain\")","type":"string"},"values":{"description":"The values for this filter. Only used for multi-valued operators (\"in\", \"not_in\").","items":{"type":"string"},"type":"array"}},"required":["field","operator"],"type":"object"},"SearchIssuesResponseBody":{"properties":{"data":{"items":{"$ref":"#/components/schemas/Issue"},"type":"array"},"pagination":{"$ref":"#/components/schemas/Pagination"},"request_id":{"type":"string"}},"type":"object"},"Issue":{"properties":{"account":{"$ref":"#/components/schemas/MiniAccount"},"assignee":{"$ref":"#/components/schemas/MiniUser"},"attachment_urls":{"description":"The attachment URLs attached to this issue, if any.","items":{"type":"string"},"type":"array"},"author_unverified":{"description":"Whether any message on the issue has an unverified author identity. True if any message author's identity has NOT been verified (e.g., from public forms).","type":"boolean"},"body_html":{"description":"The body of the issue in HTML format.","type":"string"},"business_hours_first_response_seconds":{"description":"The business hours time in seconds it took for the first response to the issue, if any.","format":"int64","type":"integer"},"business_hours_resolution_seconds":{"description":"The business hours time in seconds it took for the issue to be resolved, if any.","format":"int64","type":"integer"},"business_hours_time_in_status_seconds":{"additionalProperties":{"format":"int64","type":"integer"},"description":"A map of status slug to the business hours time in seconds the issue has spent in that status. Includes both base statuses (e.g. \"new\", \"waiting_on_you\") and custom statuses.","type":"object"},"chat_widget_info":{"$ref":"#/components/schemas/IssueChatWidgetInfo"},"child_issues":{"description":"The child issues in this group, if this issue is an issue group.","items":{"$ref":"#/components/schemas/MiniIssue"},"type":"array"},"created_at":{"description":"The time the issue was created.","type":"string"},"csat_responses":{"description":"The CSAT responses of the issue, if any.","items":{"$ref":"#/components/schemas/CSATResponse"},"type":"array"},"custom_fields":{"additionalProperties":{"$ref":"#/components/schemas/CustomFieldValue"},"description":"Custom field values associated with the issue.","type":"object"},"customer_portal_visible":{"description":"Whether the issue is visible in the customer portal.","type":"boolean"},"external_issues":{"description":"The external issues associated with the issue, if any.","items":{"$ref":"#/components/schemas/ExternalIssue"},"type":"array"},"first_response_seconds":{"description":"The time in seconds it took for the first response to the issue, if any.","format":"int64","type":"integer"},"first_response_time":{"description":"The time of the first response to the issue, if any.","type":"string"},"id":{"description":"The ID of the issue.","type":"string"},"latest_message_time":{"description":"The time of the latest message in the issue.","type":"string"},"link":{"description":"The link to the issue in Pylon.","type":"string"},"number":{"description":"The number of the issue.","format":"int64","type":"integer"},"number_of_touches":{"description":"The number of times the issue has been touched.","format":"int64","type":"integer"},"parent_issue_group":{"$ref":"#/components/schemas/MiniIssue"},"requester":{"$ref":"#/components/schemas/MiniContact"},"resolution_breach_time":{"description":"The time by which the issue's resolution SLA will breach, if any. Only present for open issues with an active resolution SLA.","type":"string"},"resolution_seconds":{"description":"The time in seconds it took for the issue to be resolved, if any.","format":"int64","type":"integer"},"resolution_time":{"description":"The time of the resolution of the issue, if any.","type":"string"},"slack":{"$ref":"#/components/schemas/SlackInfo"},"snoozed_until_time":{"description":"The time the issue was snoozed until in RFC3339 format, if any.","type":"string"},"source":{"description":"The source of the issue.","enum":["slack","microsoft_teams","microsoft_teams_chat","chat_widget","email","manual","form","discord","whatsapp","sms","telegram","phone"],"type":"string"},"state":{"description":"The state of the issue. This could be one of `[\"new\", \"waiting_on_you\", \"waiting_on_customer\", \"on_hold\", \"closed\"] or a custom status slug.","type":"string"},"tags":{"description":"Tags associated with the issue.","items":{"type":"string"},"type":"array"},"team":{"$ref":"#/components/schemas/MiniTeam"},"time_in_status_seconds":{"additionalProperties":{"format":"int64","type":"integer"},"description":"A map of status slug to the time in seconds the issue has spent in that status. Includes both base statuses (e.g. \"new\", \"waiting_on_you\") and custom statuses.","type":"object"},"title":{"description":"The title of the issue.","type":"string"},"type":{"description":"The type of the issue.\n\n`conversation`: A conversation.\n\n`ticket`: A support ticket.","enum":["conversation","ticket"],"type":"string"},"updated_at":{"description":"The time the issue was last updated.","type":"string"}},"type":"object"},"MiniAccount":{"properties":{"external_ids":{"description":"External IDs associated with the account.","items":{"$ref":"#/components/schemas/ExternalID"},"type":"array"},"id":{"description":"The ID of the account.","type":"string"}},"type":"object"},"ExternalID":{"properties":{"external_id":{"description":"The external ID. Must be unique per object type (ex. account).","type":"string"},"label":{"description":"The label of the external ID. Must be unique per object.","type":"string"}},"type":"object"},"MiniUser":{"properties":{"email":{"description":"The email of the user.","type":"string"},"id":{"description":"The ID of the user.","type":"string"}},"type":"object"},"IssueChatWidgetInfo":{"properties":{"page_url":{"description":"The URL of the page that the user was on when they started the chat widget issue.","type":"string"}},"type":"object"},"MiniIssue":{"properties":{"id":{"description":"The ID of the issue.","type":"string"},"number":{"description":"The number of the issue.","format":"int64","type":"integer"}},"type":"object"},"CSATResponse":{"properties":{"comment":{"description":"The comment of the CSAT response.","type":"string"},"score":{"description":"The score of the CSAT response.","format":"int64","type":"integer"}},"type":"object"},"CustomFieldValue":{"properties":{"slug":{"description":"The slug of the custom field.","type":"string"},"value":{"description":"The value of the custom field. Only to be used for single-valued custom fields. If unset, the custom field will be unset. If the custom field is a select field, the value must be the select option slug, which you can find from the GET /custom-fields endpoint.","type":"string"},"values":{"description":"The values of the custom field. Only to be used for multi-valued custom fields (ex. multiselect). If unset, the custom field will be unset. If the custom field is a multiselect field, the values must be the select option slugs which you can find from the GET /custom-fields endpoint.","items":{"type":"string"},"type":"array"}},"type":"object"},"ExternalIssue":{"properties":{"external_id":{"description":"The external ID of the external issue.\n\nJira: ID of the issue (autoincrementing number from 10000).\n\nGitHub: Owner/Repo/IssueID.\n\nLinear: ID of the issue (UUID).\n\nAsana: ID of the task (Long number).","type":"string"},"link":{"description":"Link to the product issue.","type":"string"},"source":{"description":"The source of the external issue.","type":"string"}},"type":"object"},"MiniContact":{"properties":{"email":{"description":"The email of the contact.","type":"string"},"id":{"description":"The ID of the contact.","type":"string"}},"type":"object"},"SlackInfo":{"properties":{"channel_id":{"description":"The Slack channel ID associated with the issue.","type":"string"},"message_ts":{"description":"The root message ID of slack message that started issue.","type":"string"},"workspace_id":{"description":"The Slack workspace ID associated with the issue.","type":"string"}},"type":"object"},"MiniTeam":{"properties":{"id":{"description":"The ID of the team.","type":"string"}},"type":"object"},"Pagination":{"properties":{"cursor":{"description":"The cursor for the next page of results.","type":"string"},"has_next_page":{"description":"Indicates if there is a next page of results.","type":"boolean"}},"required":["cursor","has_next_page"],"type":"object"},"ErrorApiResponseBody":{"properties":{"errors":{"description":"The list of errors.","items":{"type":"string"},"type":"array"},"exists_id":{"description":"The ID of the object that already exists if this is a duplicate object error.","type":"string"},"request_id":{"description":"The request ID for tracking.","type":"string"}},"type":"object"}}},"paths":{"/issues/search":{"post":{"description":"Currently, the following fields are filterable for issues:\n\n* created_at (in RFC3339 format). Allowed operators: `time_is_after`, `time_is_before`, `time_range`\n\n* account_id. Allowed operators: `equals`, `in`, `not_in`, `is_set`, `is_unset`\n\n* ticket_form_id. Allowed operators: `equals`, `in`, `not_in`, `is_set`, `is_unset`\n\n* requester_id. Allowed operators: `equals`, `in`, `not_in`, `is_set`, `is_unset`\n\n* follower_user_id. Allowed operators: `equals`, `in`, `not_in`\n\n* follower_contact_id. Allowed operators: `equals`, `in`, `not_in`\n\n* 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`\n\n* custom fields (pass in the slug of the custom field)\n\n* tags (pass in the tag name). Allowed operators: `contains`, `does_not_contain`, `in`, `not_in`\n\n* title. Allowed operators: `string_contains`, `string_does_not_contain`\n\n* body_html. Allowed operators: `string_contains`, `string_does_not_contain`\n\n* assignee_id. Allowed operators: `equals`, `in`, `not_in`, `is_set`, `is_unset`\n\n* team_id. Allowed operators: `equals`, `in`, `not_in`\n\n* issue_type. Valid values are `[\"conversation\", \"ticket\"]`. Allowed operators: `equals`, `in`, `not_in`, `is_set`, `is_unset`\n\n* resolved_at. Allowed operators: `time_is_after`, `time_is_before`, `time_range`\n\n* latest_message_activity_at. Allowed operators: `time_is_after`, `time_is_before`, `time_range`\n\n* updated_at (in RFC3339 format). Allowed operators: `time_is_after`, `time_is_before`, `time_range`\n\n**Rate limit:** 20 requests per minute","operationId":"SearchIssues","requestBody":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/SearchIssuesRequest"}}},"required":false},"responses":{"200":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/SearchIssuesResponseBody"}}},"description":""},"400":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""},"404":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""},"500":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""}},"summary":"Search for issues by a given filter","tags":["issues"]}}}} ``` ## Snooze an issue > Snoozes an issue until the specified date and time.\ > \ > \*\*Rate limit:\*\* 20 requests per minute ```json {"openapi":"3.0.1","info":{"title":"Pylon API.","version":"1.0.0"},"servers":[{"url":"https://api.usepylon.com"}],"security":[{"bearerAuth":[]}],"components":{"securitySchemes":{"bearerAuth":{"description":"Authorization: Bearer ","scheme":"bearer","type":"http"}},"schemas":{"SnoozeIssueRequestBody":{"properties":{"snooze_until":{"description":"The date and time to snooze the issue until. (RFC3339)","type":"string"}},"required":["snooze_until"],"type":"object"},"SnoozeIssueResponseBody":{"properties":{"data":{"$ref":"#/components/schemas/Issue"},"request_id":{"description":"The request ID for tracking.","type":"string"}},"type":"object"},"Issue":{"properties":{"account":{"$ref":"#/components/schemas/MiniAccount"},"assignee":{"$ref":"#/components/schemas/MiniUser"},"attachment_urls":{"description":"The attachment URLs attached to this issue, if any.","items":{"type":"string"},"type":"array"},"author_unverified":{"description":"Whether any message on the issue has an unverified author identity. True if any message author's identity has NOT been verified (e.g., from public forms).","type":"boolean"},"body_html":{"description":"The body of the issue in HTML format.","type":"string"},"business_hours_first_response_seconds":{"description":"The business hours time in seconds it took for the first response to the issue, if any.","format":"int64","type":"integer"},"business_hours_resolution_seconds":{"description":"The business hours time in seconds it took for the issue to be resolved, if any.","format":"int64","type":"integer"},"business_hours_time_in_status_seconds":{"additionalProperties":{"format":"int64","type":"integer"},"description":"A map of status slug to the business hours time in seconds the issue has spent in that status. Includes both base statuses (e.g. \"new\", \"waiting_on_you\") and custom statuses.","type":"object"},"chat_widget_info":{"$ref":"#/components/schemas/IssueChatWidgetInfo"},"child_issues":{"description":"The child issues in this group, if this issue is an issue group.","items":{"$ref":"#/components/schemas/MiniIssue"},"type":"array"},"created_at":{"description":"The time the issue was created.","type":"string"},"csat_responses":{"description":"The CSAT responses of the issue, if any.","items":{"$ref":"#/components/schemas/CSATResponse"},"type":"array"},"custom_fields":{"additionalProperties":{"$ref":"#/components/schemas/CustomFieldValue"},"description":"Custom field values associated with the issue.","type":"object"},"customer_portal_visible":{"description":"Whether the issue is visible in the customer portal.","type":"boolean"},"external_issues":{"description":"The external issues associated with the issue, if any.","items":{"$ref":"#/components/schemas/ExternalIssue"},"type":"array"},"first_response_seconds":{"description":"The time in seconds it took for the first response to the issue, if any.","format":"int64","type":"integer"},"first_response_time":{"description":"The time of the first response to the issue, if any.","type":"string"},"id":{"description":"The ID of the issue.","type":"string"},"latest_message_time":{"description":"The time of the latest message in the issue.","type":"string"},"link":{"description":"The link to the issue in Pylon.","type":"string"},"number":{"description":"The number of the issue.","format":"int64","type":"integer"},"number_of_touches":{"description":"The number of times the issue has been touched.","format":"int64","type":"integer"},"parent_issue_group":{"$ref":"#/components/schemas/MiniIssue"},"requester":{"$ref":"#/components/schemas/MiniContact"},"resolution_breach_time":{"description":"The time by which the issue's resolution SLA will breach, if any. Only present for open issues with an active resolution SLA.","type":"string"},"resolution_seconds":{"description":"The time in seconds it took for the issue to be resolved, if any.","format":"int64","type":"integer"},"resolution_time":{"description":"The time of the resolution of the issue, if any.","type":"string"},"slack":{"$ref":"#/components/schemas/SlackInfo"},"snoozed_until_time":{"description":"The time the issue was snoozed until in RFC3339 format, if any.","type":"string"},"source":{"description":"The source of the issue.","enum":["slack","microsoft_teams","microsoft_teams_chat","chat_widget","email","manual","form","discord","whatsapp","sms","telegram","phone"],"type":"string"},"state":{"description":"The state of the issue. This could be one of `[\"new\", \"waiting_on_you\", \"waiting_on_customer\", \"on_hold\", \"closed\"] or a custom status slug.","type":"string"},"tags":{"description":"Tags associated with the issue.","items":{"type":"string"},"type":"array"},"team":{"$ref":"#/components/schemas/MiniTeam"},"time_in_status_seconds":{"additionalProperties":{"format":"int64","type":"integer"},"description":"A map of status slug to the time in seconds the issue has spent in that status. Includes both base statuses (e.g. \"new\", \"waiting_on_you\") and custom statuses.","type":"object"},"title":{"description":"The title of the issue.","type":"string"},"type":{"description":"The type of the issue.\n\n`conversation`: A conversation.\n\n`ticket`: A support ticket.","enum":["conversation","ticket"],"type":"string"},"updated_at":{"description":"The time the issue was last updated.","type":"string"}},"type":"object"},"MiniAccount":{"properties":{"external_ids":{"description":"External IDs associated with the account.","items":{"$ref":"#/components/schemas/ExternalID"},"type":"array"},"id":{"description":"The ID of the account.","type":"string"}},"type":"object"},"ExternalID":{"properties":{"external_id":{"description":"The external ID. Must be unique per object type (ex. account).","type":"string"},"label":{"description":"The label of the external ID. Must be unique per object.","type":"string"}},"type":"object"},"MiniUser":{"properties":{"email":{"description":"The email of the user.","type":"string"},"id":{"description":"The ID of the user.","type":"string"}},"type":"object"},"IssueChatWidgetInfo":{"properties":{"page_url":{"description":"The URL of the page that the user was on when they started the chat widget issue.","type":"string"}},"type":"object"},"MiniIssue":{"properties":{"id":{"description":"The ID of the issue.","type":"string"},"number":{"description":"The number of the issue.","format":"int64","type":"integer"}},"type":"object"},"CSATResponse":{"properties":{"comment":{"description":"The comment of the CSAT response.","type":"string"},"score":{"description":"The score of the CSAT response.","format":"int64","type":"integer"}},"type":"object"},"CustomFieldValue":{"properties":{"slug":{"description":"The slug of the custom field.","type":"string"},"value":{"description":"The value of the custom field. Only to be used for single-valued custom fields. If unset, the custom field will be unset. If the custom field is a select field, the value must be the select option slug, which you can find from the GET /custom-fields endpoint.","type":"string"},"values":{"description":"The values of the custom field. Only to be used for multi-valued custom fields (ex. multiselect). If unset, the custom field will be unset. If the custom field is a multiselect field, the values must be the select option slugs which you can find from the GET /custom-fields endpoint.","items":{"type":"string"},"type":"array"}},"type":"object"},"ExternalIssue":{"properties":{"external_id":{"description":"The external ID of the external issue.\n\nJira: ID of the issue (autoincrementing number from 10000).\n\nGitHub: Owner/Repo/IssueID.\n\nLinear: ID of the issue (UUID).\n\nAsana: ID of the task (Long number).","type":"string"},"link":{"description":"Link to the product issue.","type":"string"},"source":{"description":"The source of the external issue.","type":"string"}},"type":"object"},"MiniContact":{"properties":{"email":{"description":"The email of the contact.","type":"string"},"id":{"description":"The ID of the contact.","type":"string"}},"type":"object"},"SlackInfo":{"properties":{"channel_id":{"description":"The Slack channel ID associated with the issue.","type":"string"},"message_ts":{"description":"The root message ID of slack message that started issue.","type":"string"},"workspace_id":{"description":"The Slack workspace ID associated with the issue.","type":"string"}},"type":"object"},"MiniTeam":{"properties":{"id":{"description":"The ID of the team.","type":"string"}},"type":"object"},"ErrorApiResponseBody":{"properties":{"errors":{"description":"The list of errors.","items":{"type":"string"},"type":"array"},"exists_id":{"description":"The ID of the object that already exists if this is a duplicate object error.","type":"string"},"request_id":{"description":"The request ID for tracking.","type":"string"}},"type":"object"}}},"paths":{"/issues/{id}/snooze":{"post":{"description":"Snoozes an issue until the specified date and time.\n\n**Rate limit:** 20 requests per minute","operationId":"SnoozeIssue","parameters":[{"description":"The ID or number of the issue to snooze.","in":"path","name":"id","required":true,"schema":{"type":"string"}}],"requestBody":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/SnoozeIssueRequestBody"}}},"required":false},"responses":{"200":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/SnoozeIssueResponseBody"}}},"description":""},"400":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""},"404":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""},"500":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""}},"summary":"Snooze an issue","tags":["issues"]}}}} ``` ## Get followers of an issue > Returns the list of followers for the specified issue.\ > \ > \*\*Rate limit:\*\* 60 requests per minute ```json {"openapi":"3.0.1","info":{"title":"Pylon API.","version":"1.0.0"},"servers":[{"url":"https://api.usepylon.com"}],"security":[{"bearerAuth":[]}],"components":{"securitySchemes":{"bearerAuth":{"description":"Authorization: Bearer ","scheme":"bearer","type":"http"}},"schemas":{"GetIssueFollowersResponseBody":{"properties":{"data":{"description":"The data payload of the response.","items":{"$ref":"#/components/schemas/Follower"},"type":"array"},"request_id":{"description":"The request ID for tracking.","type":"string"}},"type":"object"},"Follower":{"properties":{"id":{"description":"The ID of the follower. Either a user or contact ID.","type":"string"},"type":{"description":"The type of follower. Either \"user\" or \"contact\".","enum":["user","contact"],"type":"string"}},"type":"object"},"ErrorApiResponseBody":{"properties":{"errors":{"description":"The list of errors.","items":{"type":"string"},"type":"array"},"exists_id":{"description":"The ID of the object that already exists if this is a duplicate object error.","type":"string"},"request_id":{"description":"The request ID for tracking.","type":"string"}},"type":"object"}}},"paths":{"/issues/{id}/followers":{"get":{"description":"Returns the list of followers for the specified issue.\n\n**Rate limit:** 60 requests per minute","operationId":"GetIssueFollowers","parameters":[{"description":"The ID or number of the issue to get followers for.","in":"path","name":"id","required":true,"schema":{"type":"string"}}],"responses":{"200":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/GetIssueFollowersResponseBody"}}},"description":""},"400":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""},"404":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""},"500":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""}},"summary":"Get followers of an issue","tags":["issues"]}}}} ``` ## 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 ```json {"openapi":"3.0.1","info":{"title":"Pylon API.","version":"1.0.0"},"servers":[{"url":"https://api.usepylon.com"}],"security":[{"bearerAuth":[]}],"components":{"securitySchemes":{"bearerAuth":{"description":"Authorization: Bearer ","scheme":"bearer","type":"http"}},"schemas":{"AddIssueFollowersRequestBody":{"properties":{"contact_ids":{"description":"The IDs of contacts to add as followers.","items":{"type":"string"},"type":"array"},"operation":{"description":"Operation to perform. Use \"add\" to add followers (default) or \"remove\" to remove followers.","type":"string"},"user_ids":{"description":"The IDs of users to add as followers.","items":{"type":"string"},"type":"array"}},"type":"object"},"AddIssueFollowersResponseBody":{"properties":{"data":{"description":"The data payload of the response.","items":{"$ref":"#/components/schemas/Follower"},"type":"array"},"request_id":{"description":"The request ID for tracking.","type":"string"}},"type":"object"},"Follower":{"properties":{"id":{"description":"The ID of the follower. Either a user or contact ID.","type":"string"},"type":{"description":"The type of follower. Either \"user\" or \"contact\".","enum":["user","contact"],"type":"string"}},"type":"object"},"ErrorApiResponseBody":{"properties":{"errors":{"description":"The list of errors.","items":{"type":"string"},"type":"array"},"exists_id":{"description":"The ID of the object that already exists if this is a duplicate object error.","type":"string"},"request_id":{"description":"The request ID for tracking.","type":"string"}},"type":"object"}}},"paths":{"/issues/{id}/followers":{"post":{"description":"By default, adds followers. To remove followers, set the operation field to \"remove\".\n\n**Rate limit:** 20 requests per minute","operationId":"AddIssueFollowers","parameters":[{"description":"The ID or number of the issue to add followers to.","in":"path","name":"id","required":true,"schema":{"type":"string"}}],"requestBody":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/AddIssueFollowersRequestBody"}}},"required":false},"responses":{"200":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/AddIssueFollowersResponseBody"}}},"description":""},"400":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""},"404":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""},"500":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""}},"summary":"Add or remove followers to/from an issue","tags":["issues"]}}}} ``` ## 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 ```json {"openapi":"3.0.1","info":{"title":"Pylon API.","version":"1.0.0"},"servers":[{"url":"https://api.usepylon.com"}],"security":[{"bearerAuth":[]}],"components":{"securitySchemes":{"bearerAuth":{"description":"Authorization: Bearer ","scheme":"bearer","type":"http"}},"schemas":{"LinkExternalIssueRequestBody":{"properties":{"external_issue_id":{"description":"The ID of the external issue in the source system.","type":"string"},"operation":{"description":"Operation to perform. Use \"link\" to link issues (default) or \"unlink\" to unlink issues.","type":"string"},"source":{"description":"The source system of the external issue (e.g., \"linear\", \"asana\", \"jira\", \"github\", \"shortcut\").","type":"string"}},"required":["external_issue_id","source"],"type":"object"},"LinkExternalIssueResponseBody":{"properties":{"data":{"$ref":"#/components/schemas/Issue"},"request_id":{"description":"The request ID for tracking.","type":"string"}},"type":"object"},"Issue":{"properties":{"account":{"$ref":"#/components/schemas/MiniAccount"},"assignee":{"$ref":"#/components/schemas/MiniUser"},"attachment_urls":{"description":"The attachment URLs attached to this issue, if any.","items":{"type":"string"},"type":"array"},"author_unverified":{"description":"Whether any message on the issue has an unverified author identity. True if any message author's identity has NOT been verified (e.g., from public forms).","type":"boolean"},"body_html":{"description":"The body of the issue in HTML format.","type":"string"},"business_hours_first_response_seconds":{"description":"The business hours time in seconds it took for the first response to the issue, if any.","format":"int64","type":"integer"},"business_hours_resolution_seconds":{"description":"The business hours time in seconds it took for the issue to be resolved, if any.","format":"int64","type":"integer"},"business_hours_time_in_status_seconds":{"additionalProperties":{"format":"int64","type":"integer"},"description":"A map of status slug to the business hours time in seconds the issue has spent in that status. Includes both base statuses (e.g. \"new\", \"waiting_on_you\") and custom statuses.","type":"object"},"chat_widget_info":{"$ref":"#/components/schemas/IssueChatWidgetInfo"},"child_issues":{"description":"The child issues in this group, if this issue is an issue group.","items":{"$ref":"#/components/schemas/MiniIssue"},"type":"array"},"created_at":{"description":"The time the issue was created.","type":"string"},"csat_responses":{"description":"The CSAT responses of the issue, if any.","items":{"$ref":"#/components/schemas/CSATResponse"},"type":"array"},"custom_fields":{"additionalProperties":{"$ref":"#/components/schemas/CustomFieldValue"},"description":"Custom field values associated with the issue.","type":"object"},"customer_portal_visible":{"description":"Whether the issue is visible in the customer portal.","type":"boolean"},"external_issues":{"description":"The external issues associated with the issue, if any.","items":{"$ref":"#/components/schemas/ExternalIssue"},"type":"array"},"first_response_seconds":{"description":"The time in seconds it took for the first response to the issue, if any.","format":"int64","type":"integer"},"first_response_time":{"description":"The time of the first response to the issue, if any.","type":"string"},"id":{"description":"The ID of the issue.","type":"string"},"latest_message_time":{"description":"The time of the latest message in the issue.","type":"string"},"link":{"description":"The link to the issue in Pylon.","type":"string"},"number":{"description":"The number of the issue.","format":"int64","type":"integer"},"number_of_touches":{"description":"The number of times the issue has been touched.","format":"int64","type":"integer"},"parent_issue_group":{"$ref":"#/components/schemas/MiniIssue"},"requester":{"$ref":"#/components/schemas/MiniContact"},"resolution_breach_time":{"description":"The time by which the issue's resolution SLA will breach, if any. Only present for open issues with an active resolution SLA.","type":"string"},"resolution_seconds":{"description":"The time in seconds it took for the issue to be resolved, if any.","format":"int64","type":"integer"},"resolution_time":{"description":"The time of the resolution of the issue, if any.","type":"string"},"slack":{"$ref":"#/components/schemas/SlackInfo"},"snoozed_until_time":{"description":"The time the issue was snoozed until in RFC3339 format, if any.","type":"string"},"source":{"description":"The source of the issue.","enum":["slack","microsoft_teams","microsoft_teams_chat","chat_widget","email","manual","form","discord","whatsapp","sms","telegram","phone"],"type":"string"},"state":{"description":"The state of the issue. This could be one of `[\"new\", \"waiting_on_you\", \"waiting_on_customer\", \"on_hold\", \"closed\"] or a custom status slug.","type":"string"},"tags":{"description":"Tags associated with the issue.","items":{"type":"string"},"type":"array"},"team":{"$ref":"#/components/schemas/MiniTeam"},"time_in_status_seconds":{"additionalProperties":{"format":"int64","type":"integer"},"description":"A map of status slug to the time in seconds the issue has spent in that status. Includes both base statuses (e.g. \"new\", \"waiting_on_you\") and custom statuses.","type":"object"},"title":{"description":"The title of the issue.","type":"string"},"type":{"description":"The type of the issue.\n\n`conversation`: A conversation.\n\n`ticket`: A support ticket.","enum":["conversation","ticket"],"type":"string"},"updated_at":{"description":"The time the issue was last updated.","type":"string"}},"type":"object"},"MiniAccount":{"properties":{"external_ids":{"description":"External IDs associated with the account.","items":{"$ref":"#/components/schemas/ExternalID"},"type":"array"},"id":{"description":"The ID of the account.","type":"string"}},"type":"object"},"ExternalID":{"properties":{"external_id":{"description":"The external ID. Must be unique per object type (ex. account).","type":"string"},"label":{"description":"The label of the external ID. Must be unique per object.","type":"string"}},"type":"object"},"MiniUser":{"properties":{"email":{"description":"The email of the user.","type":"string"},"id":{"description":"The ID of the user.","type":"string"}},"type":"object"},"IssueChatWidgetInfo":{"properties":{"page_url":{"description":"The URL of the page that the user was on when they started the chat widget issue.","type":"string"}},"type":"object"},"MiniIssue":{"properties":{"id":{"description":"The ID of the issue.","type":"string"},"number":{"description":"The number of the issue.","format":"int64","type":"integer"}},"type":"object"},"CSATResponse":{"properties":{"comment":{"description":"The comment of the CSAT response.","type":"string"},"score":{"description":"The score of the CSAT response.","format":"int64","type":"integer"}},"type":"object"},"CustomFieldValue":{"properties":{"slug":{"description":"The slug of the custom field.","type":"string"},"value":{"description":"The value of the custom field. Only to be used for single-valued custom fields. If unset, the custom field will be unset. If the custom field is a select field, the value must be the select option slug, which you can find from the GET /custom-fields endpoint.","type":"string"},"values":{"description":"The values of the custom field. Only to be used for multi-valued custom fields (ex. multiselect). If unset, the custom field will be unset. If the custom field is a multiselect field, the values must be the select option slugs which you can find from the GET /custom-fields endpoint.","items":{"type":"string"},"type":"array"}},"type":"object"},"ExternalIssue":{"properties":{"external_id":{"description":"The external ID of the external issue.\n\nJira: ID of the issue (autoincrementing number from 10000).\n\nGitHub: Owner/Repo/IssueID.\n\nLinear: ID of the issue (UUID).\n\nAsana: ID of the task (Long number).","type":"string"},"link":{"description":"Link to the product issue.","type":"string"},"source":{"description":"The source of the external issue.","type":"string"}},"type":"object"},"MiniContact":{"properties":{"email":{"description":"The email of the contact.","type":"string"},"id":{"description":"The ID of the contact.","type":"string"}},"type":"object"},"SlackInfo":{"properties":{"channel_id":{"description":"The Slack channel ID associated with the issue.","type":"string"},"message_ts":{"description":"The root message ID of slack message that started issue.","type":"string"},"workspace_id":{"description":"The Slack workspace ID associated with the issue.","type":"string"}},"type":"object"},"MiniTeam":{"properties":{"id":{"description":"The ID of the team.","type":"string"}},"type":"object"},"ErrorApiResponseBody":{"properties":{"errors":{"description":"The list of errors.","items":{"type":"string"},"type":"array"},"exists_id":{"description":"The ID of the object that already exists if this is a duplicate object error.","type":"string"},"request_id":{"description":"The request ID for tracking.","type":"string"}},"type":"object"}}},"paths":{"/issues/{id}/external-issues":{"post":{"description":"By default, links external issues. To unlink issues, set the operation field to \"unlink\".\n\n**Rate limit:** 20 requests per minute","operationId":"LinkExternalIssue","parameters":[{"description":"The ID or number of the issue to link external issues to.","in":"path","name":"id","required":true,"schema":{"type":"string"}}],"requestBody":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/LinkExternalIssueRequestBody"}}},"required":false},"responses":{"200":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/LinkExternalIssueResponseBody"}}},"description":""},"400":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""},"404":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""},"500":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""}},"summary":"Link or unlink external issues to/from an issue","tags":["issues"]}}}} ``` {% hint style="info" %} Note: utilizing external issues endpoint will update the ticket status to whatever is set in the apps directory page. Please see screenshot below. {% endhint %}
{% hint style="info" %} Note: utilizing external issues endpoint will update the ticket status to whatever is set in the apps directory page. Please see screenshot below. {% endhint %}
--- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.usepylon.com/pylon-docs/developer/api/api-reference/issues.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.