> For the complete documentation index, see [llms.txt](https://docs.usepylon.com/pylon-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.usepylon.com/pylon-docs/developer/api/api-reference/ticket-forms.md).

# Ticket Forms

## Get a list of ticket forms

> Returns all ticket forms for the organization.\
> \
> \*\*Rate limit:\*\* 300 requests per minute

```json
{"openapi":"3.0.3","info":{"title":"Pylon API.","version":"1.0.0"},"tags":[],"servers":[{"description":"US region","url":"https://api.usepylon.com"},{"description":"EU region","url":"https://api.eu.usepylon.com"}],"security":[{"bearerAuth":[]}],"components":{"securitySchemes":{"bearerAuth":{"description":"Authorization: Bearer <token>","scheme":"bearer","type":"http"}},"responses":{"GetTicketFormsResponse":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/GetTicketFormsResponseBody"}}},"description":""},"BadRequestApiResponse":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":"The request was invalid or could not be completed."},"UnauthorizedApiResponse":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":"The request could not be authenticated for this API."},"ForbiddenApiResponse":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":"The authenticated caller or organization is not allowed to access this endpoint or operation."},"ErrorApiResponse":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""},"TooManyRequestsApiResponse":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":"The request exceeded the applicable rate limit.","headers":{"Retry-After":{"description":"Seconds until the next request to this endpoint is permitted.","schema":{"format":"int64","type":"integer"}},"X-Retry-After":{"description":"Seconds until the full per-minute allowance is restored. Capacity returns gradually before then.","schema":{"format":"int64","type":"integer"}}}},"InternalServerErrorApiResponse":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":"An unexpected internal error occurred."}},"schemas":{"GetTicketFormsResponseBody":{"properties":{"data":{"description":"The data payload of the response.","items":{"$ref":"#/components/schemas/TicketForm"},"type":"array"},"pagination":{"$ref":"#/components/schemas/Pagination"},"request_id":{"description":"The request ID for tracking.","type":"string"}},"required":["data","request_id"],"type":"object"},"TicketForm":{"properties":{"description_html":{"description":"The description of the ticket form in HTML.","type":"string"},"fields":{"description":"The layout of the ticket form.","items":{"$ref":"#/components/schemas/TicketFormLayoutField"},"nullable":true,"type":"array"},"id":{"description":"The ID of the ticket form.","type":"string"},"is_public":{"description":"Indicates if the ticket form is public.","type":"boolean"},"name":{"description":"The name of the ticket form.","type":"string"},"slug":{"description":"The slug of the ticket form.","type":"string"},"url":{"description":"The URL of the ticket form.","type":"string"}},"required":["description_html","id","is_public","name","slug","url"],"type":"object"},"TicketFormLayoutField":{"properties":{"description_html":{"description":"The description of the ticket form layout field in HTML.","type":"string"},"hidden":{"description":"Indicates whether the field starts hidden. A hidden field is only shown when a\nvisibility condition on another field lists it as visible.","type":"boolean"},"name":{"description":"The name of the ticket form layout field.","type":"string"},"required":{"description":"Indicates whether the field is required when submitting the ticket form.","type":"boolean"},"slug":{"description":"The slug of the ticket form layout field.","type":"string"},"type":{"description":"The type of the ticket form layout field.","type":"string"},"visibility_conditions":{"description":"Visibility conditions triggered by this field's value. Each condition reveals or\nrequires other fields when its filter matches. Follow affected_fields slugs to\nother fields' visibility_conditions to reconstruct nested rules.","items":{"$ref":"#/components/schemas/TicketFormVisibilityCondition"},"type":"array"}},"required":["description_html","hidden","name","required","slug","type"],"type":"object"},"TicketFormVisibilityCondition":{"properties":{"affected_fields":{"description":"The fields revealed or required when the condition matches.","items":{"$ref":"#/components/schemas/TicketFormVisibilityAffectedField"},"nullable":true,"type":"array"},"filter":{"$ref":"#/components/schemas/Filter"},"filter_unsupported":{"description":"True when the condition's filter cannot be expressed in the API filter format.\nThe condition still applies when the form is submitted, but its filter is omitted here.","type":"boolean"},"id":{"description":"The ID of the visibility condition.","type":"string"}},"required":["id"],"type":"object"},"TicketFormVisibilityAffectedField":{"properties":{"required":{"description":"Whether the field is required while the condition matches.","type":"boolean"},"slug":{"description":"The slug of the affected ticket form field.","type":"string"},"type":{"description":"The type of the affected ticket form field.","type":"string"},"visible":{"description":"Whether the field is shown while the condition matches.","type":"boolean"}},"required":["required","slug","type","visible"],"type":"object"},"Filter":{"properties":{"field":{"description":"The field for this filter.  For allowed fields, see the documentation for\nthe specific endpoint you are using.\nFor non-compound filters (any operators other than \"and\" or \"or\"),\nfield must be set, along with either value or values, depending on the operator.","type":"string"},"operator":{"description":"The operator for this filter.","enum":["equals","not_equals","contains","does_not_contain","in","not_in","and","or","time_is_after","time_is_before","time_range","string_contains","string_does_not_contain","is_set","is_unset","greater_than","less_than","greater_than_or_equals","less_than_or_equals","includes_all_of","starts_with","ends_with"],"type":"string"},"subfilters":{"description":"Sub-filters for this filter.  Valid only when operator is \"and\" or \"or\".\nThe maximum allowed depth for a tree of filters is 3, counting the top-level filter.","items":{"$ref":"#/components/schemas/Filter"},"type":"array"},"value":{"description":"The value for this filter. Used by single-valued operators: \"equals\", \"not_equals\",\n\"contains\", \"does_not_contain\", \"string_contains\", \"string_does_not_contain\",\n\"starts_with\", \"ends_with\", \"time_is_after\", \"time_is_before\", \"greater_than\",\n\"less_than\", \"greater_than_or_equals\", and \"less_than_or_equals\".","type":"string"},"values":{"description":"The values for this filter. Used by multi-valued operators: \"in\", \"not_in\", and\n\"includes_all_of\". For \"time_range\", set to [start, end].","items":{"type":"string"},"type":"array"}},"required":["operator"],"type":"object"},"Pagination":{"description":"Pagination information for list responses. Absent when there are no more results.","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"],"title":"Pagination","type":"object"},"ErrorApiResponseBody":{"properties":{"code":{"description":"A stable machine-readable identifier for this failure, safe to branch on\ninstead of the message text. Omitted when the failure has no assigned code.\n\nKnown values: `recipients_suppressed`, `email_bounced`, `internal_issue_reply_not_allowed`, `duplicate_object`, `invalid_authorization_header`, `invalid_api_token`, `invalid_oauth_token`, `wrong_region_token`, `organization_deactivated`, `organization_suspended`, `permission_denied`, `oauth_not_permitted`, `rate_limited`, `not_found`, `method_not_allowed`, `payload_too_large`, `invalid_request_body`, `internal_error`, `invalid_webhook_credentials`, `organization_inactive`. This list is not exhaustive.","type":"string"},"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"}},"required":["request_id"],"type":"object"}}},"paths":{"/ticket-forms":{"get":{"description":"Returns all ticket forms for the organization.\n\n**Rate limit:** 300 requests per minute","operationId":"GetTicketForms","responses":{"200":{"$ref":"#/components/responses/GetTicketFormsResponse"},"400":{"$ref":"#/components/responses/BadRequestApiResponse"},"401":{"$ref":"#/components/responses/UnauthorizedApiResponse"},"403":{"$ref":"#/components/responses/ForbiddenApiResponse"},"404":{"$ref":"#/components/responses/ErrorApiResponse"},"429":{"$ref":"#/components/responses/TooManyRequestsApiResponse"},"500":{"$ref":"#/components/responses/InternalServerErrorApiResponse"}},"summary":"Get a list of ticket forms","tags":["ticket-forms"]}}}}
```

## Get a ticket form

> Returns a single ticket form by ID.\
> \
> \*\*Rate limit:\*\* 300 requests per minute

```json
{"openapi":"3.0.3","info":{"title":"Pylon API.","version":"1.0.0"},"tags":[],"servers":[{"description":"US region","url":"https://api.usepylon.com"},{"description":"EU region","url":"https://api.eu.usepylon.com"}],"security":[{"bearerAuth":[]}],"components":{"securitySchemes":{"bearerAuth":{"description":"Authorization: Bearer <token>","scheme":"bearer","type":"http"}},"responses":{"GetTicketFormResponse":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/GetTicketFormResponseBody"}}},"description":""},"BadRequestApiResponse":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":"The request was invalid or could not be completed."},"UnauthorizedApiResponse":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":"The request could not be authenticated for this API."},"ForbiddenApiResponse":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":"The authenticated caller or organization is not allowed to access this endpoint or operation."},"ErrorApiResponse":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""},"TooManyRequestsApiResponse":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":"The request exceeded the applicable rate limit.","headers":{"Retry-After":{"description":"Seconds until the next request to this endpoint is permitted.","schema":{"format":"int64","type":"integer"}},"X-Retry-After":{"description":"Seconds until the full per-minute allowance is restored. Capacity returns gradually before then.","schema":{"format":"int64","type":"integer"}}}},"InternalServerErrorApiResponse":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":"An unexpected internal error occurred."}},"schemas":{"GetTicketFormResponseBody":{"properties":{"data":{"$ref":"#/components/schemas/TicketForm"},"request_id":{"description":"The request ID for tracking.","type":"string"}},"required":["data","request_id"],"type":"object"},"TicketForm":{"properties":{"description_html":{"description":"The description of the ticket form in HTML.","type":"string"},"fields":{"description":"The layout of the ticket form.","items":{"$ref":"#/components/schemas/TicketFormLayoutField"},"nullable":true,"type":"array"},"id":{"description":"The ID of the ticket form.","type":"string"},"is_public":{"description":"Indicates if the ticket form is public.","type":"boolean"},"name":{"description":"The name of the ticket form.","type":"string"},"slug":{"description":"The slug of the ticket form.","type":"string"},"url":{"description":"The URL of the ticket form.","type":"string"}},"required":["description_html","id","is_public","name","slug","url"],"type":"object"},"TicketFormLayoutField":{"properties":{"description_html":{"description":"The description of the ticket form layout field in HTML.","type":"string"},"hidden":{"description":"Indicates whether the field starts hidden. A hidden field is only shown when a\nvisibility condition on another field lists it as visible.","type":"boolean"},"name":{"description":"The name of the ticket form layout field.","type":"string"},"required":{"description":"Indicates whether the field is required when submitting the ticket form.","type":"boolean"},"slug":{"description":"The slug of the ticket form layout field.","type":"string"},"type":{"description":"The type of the ticket form layout field.","type":"string"},"visibility_conditions":{"description":"Visibility conditions triggered by this field's value. Each condition reveals or\nrequires other fields when its filter matches. Follow affected_fields slugs to\nother fields' visibility_conditions to reconstruct nested rules.","items":{"$ref":"#/components/schemas/TicketFormVisibilityCondition"},"type":"array"}},"required":["description_html","hidden","name","required","slug","type"],"type":"object"},"TicketFormVisibilityCondition":{"properties":{"affected_fields":{"description":"The fields revealed or required when the condition matches.","items":{"$ref":"#/components/schemas/TicketFormVisibilityAffectedField"},"nullable":true,"type":"array"},"filter":{"$ref":"#/components/schemas/Filter"},"filter_unsupported":{"description":"True when the condition's filter cannot be expressed in the API filter format.\nThe condition still applies when the form is submitted, but its filter is omitted here.","type":"boolean"},"id":{"description":"The ID of the visibility condition.","type":"string"}},"required":["id"],"type":"object"},"TicketFormVisibilityAffectedField":{"properties":{"required":{"description":"Whether the field is required while the condition matches.","type":"boolean"},"slug":{"description":"The slug of the affected ticket form field.","type":"string"},"type":{"description":"The type of the affected ticket form field.","type":"string"},"visible":{"description":"Whether the field is shown while the condition matches.","type":"boolean"}},"required":["required","slug","type","visible"],"type":"object"},"Filter":{"properties":{"field":{"description":"The field for this filter.  For allowed fields, see the documentation for\nthe specific endpoint you are using.\nFor non-compound filters (any operators other than \"and\" or \"or\"),\nfield must be set, along with either value or values, depending on the operator.","type":"string"},"operator":{"description":"The operator for this filter.","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","includes_all_of","starts_with","ends_with"],"type":"string"},"subfilters":{"description":"Sub-filters for this filter.  Valid only when operator is \"and\" or \"or\".\nThe maximum allowed depth for a tree of filters is 3, counting the top-level filter.","items":{"$ref":"#/components/schemas/Filter"},"type":"array"},"value":{"description":"The value for this filter. Used by single-valued operators: \"equals\", \"not_equals\",\n\"contains\", \"does_not_contain\", \"string_contains\", \"string_does_not_contain\",\n\"starts_with\", \"ends_with\", \"time_is_after\", \"time_is_before\", \"greater_than\",\n\"less_than\", \"greater_than_or_equals\", and \"less_than_or_equals\".","type":"string"},"values":{"description":"The values for this filter. Used by multi-valued operators: \"in\", \"not_in\", and\n\"includes_all_of\". For \"time_range\", set to [start, end].","items":{"type":"string"},"type":"array"}},"required":["operator"],"type":"object"},"ErrorApiResponseBody":{"properties":{"code":{"description":"A stable machine-readable identifier for this failure, safe to branch on\ninstead of the message text. Omitted when the failure has no assigned code.\n\nKnown values: `recipients_suppressed`, `email_bounced`, `internal_issue_reply_not_allowed`, `duplicate_object`, `invalid_authorization_header`, `invalid_api_token`, `invalid_oauth_token`, `wrong_region_token`, `organization_deactivated`, `organization_suspended`, `permission_denied`, `oauth_not_permitted`, `rate_limited`, `not_found`, `method_not_allowed`, `payload_too_large`, `invalid_request_body`, `internal_error`, `invalid_webhook_credentials`, `organization_inactive`. This list is not exhaustive.","type":"string"},"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"}},"required":["request_id"],"type":"object"}}},"paths":{"/ticket-forms/{id}":{"get":{"description":"Returns a single ticket form by ID.\n\n**Rate limit:** 300 requests per minute","operationId":"GetTicketForm","parameters":[{"description":"The ID of the ticket form to fetch.","in":"path","name":"id","required":true,"schema":{"type":"string"}}],"responses":{"200":{"$ref":"#/components/responses/GetTicketFormResponse"},"400":{"$ref":"#/components/responses/BadRequestApiResponse"},"401":{"$ref":"#/components/responses/UnauthorizedApiResponse"},"403":{"$ref":"#/components/responses/ForbiddenApiResponse"},"404":{"$ref":"#/components/responses/ErrorApiResponse"},"429":{"$ref":"#/components/responses/TooManyRequestsApiResponse"},"500":{"$ref":"#/components/responses/InternalServerErrorApiResponse"}},"summary":"Get a ticket form","tags":["ticket-forms"]}}}}
```

## Submit a ticket form

> Creates an issue from a configured ticket form. Provide either requester\_id or both requester\_email and requester\_name. Field types are inferred from the ticket form; use value for single-value fields and values for multi-value and file-upload fields.\
> \
> \*\*Rate limit:\*\* 30 requests per minute

```json
{"openapi":"3.0.3","info":{"title":"Pylon API.","version":"1.0.0"},"tags":[],"servers":[{"description":"US region","url":"https://api.usepylon.com"},{"description":"EU region","url":"https://api.eu.usepylon.com"}],"security":[{"bearerAuth":[]}],"components":{"securitySchemes":{"bearerAuth":{"description":"Authorization: Bearer <token>","scheme":"bearer","type":"http"}},"schemas":{"SubmitTicketFormRequest":{"properties":{"attachment_urls":{"description":"HTTPS URLs to attach to the initial ticket message. URLs are copied into durable Pylon storage before the submission is persisted.","items":{"type":"string"},"type":"array"},"fields":{"description":"The submitted ticket form fields. Use the slugs returned by GET /ticket-forms/{id}, excluding name and email, which are supplied through the requester fields above.","items":{"$ref":"#/components/schemas/SubmitTicketFormField"},"type":"array"},"requester_email":{"description":"The requester's email address. Must be provided with requester_name and cannot be combined with requester_id.","type":"string"},"requester_id":{"description":"The ID of an existing contact to use as the requester. Provide either requester_id or both requester_email and requester_name.","type":"string"},"requester_name":{"description":"The requester's full name. Must be provided with requester_email and cannot be combined with requester_id.","type":"string"}},"type":"object"},"SubmitTicketFormField":{"properties":{"slug":{"description":"The field slug returned by GET /ticket-forms/{id}.","type":"string"},"value":{"description":"The submitted value for a single-value field.","type":"string"},"values":{"description":"The submitted values for a multi-value field, or HTTPS URLs for a file-upload field. File-upload URLs are copied into durable Pylon storage before the submission is persisted.","items":{"type":"string"},"type":"array"}},"required":["slug"],"type":"object"},"SubmitTicketFormResponseBody":{"properties":{"data":{"$ref":"#/components/schemas/Issue"},"request_id":{"description":"The request ID for tracking.","type":"string"}},"required":["data","request_id"],"type":"object"},"Issue":{"properties":{"account":{"allOf":[{"$ref":"#/components/schemas/MiniAccount"}],"nullable":true},"active_time_by_user":{"description":"Active time spent on the issue broken down per user, if any.","items":{"$ref":"#/components/schemas/ActiveTimeByUser"},"type":"array"},"active_time_seconds":{"description":"The total active time spent on the issue in seconds, if any. Equals the sum of the per-user active time.","format":"int64","type":"integer"},"assignee":{"allOf":[{"$ref":"#/components/schemas/MiniUser"}],"nullable":true},"attachment_urls":{"description":"The attachment URLs attached to this issue, if any. Signed download URLs. Fetch with a plain GET, no Authorization header.","items":{"type":"string"},"type":"array"},"author_unverified":{"description":"Whether any message on the issue has an unverified author identity. True if any message author's identity has NOT been verified (e.g., from public forms).","type":"boolean"},"body_html":{"description":"The body of the issue in HTML format.","type":"string"},"business_hours_active_time_seconds":{"description":"The total business-hours active time spent on the issue in seconds, if any. Equals the sum of the per-user business-hours active time.","format":"int64","type":"integer"},"business_hours_first_response_seconds":{"description":"The business hours time in seconds it took for the first response to the issue, if any.","format":"int64","type":"integer"},"business_hours_resolution_seconds":{"description":"The business hours time in seconds it took for the issue to be resolved, if any.","format":"int64","type":"integer"},"business_hours_time_in_status_seconds":{"additionalProperties":{"format":"int64","type":"integer"},"description":"A map of status slug to the business hours time in seconds the issue has spent in that status. Includes both base statuses (e.g. \"new\", \"waiting_on_you\") and custom statuses.","type":"object"},"chat_widget_info":{"$ref":"#/components/schemas/IssueChatWidgetInfo"},"child_issues":{"description":"The child issues in this group, if this issue is an issue group.","items":{"$ref":"#/components/schemas/MiniIssue"},"type":"array"},"created_at":{"description":"The time the issue was created.","format":"date-time","type":"string"},"csat_responses":{"description":"The CSAT responses of the issue, if any.","items":{"$ref":"#/components/schemas/CSATResponse"},"type":"array"},"custom_fields":{"additionalProperties":{"$ref":"#/components/schemas/CustomFieldValue"},"description":"Custom field values associated with the issue.","nullable":true,"type":"object"},"customer_portal_visible":{"description":"Whether the issue is visible in the customer portal.","type":"boolean"},"external_incidents":{"description":"Incidents from incident.io or Rootly linked to this issue.","items":{"$ref":"#/components/schemas/ExternalIncident"},"type":"array"},"external_issues":{"description":"The external issues associated with the issue, if any.","items":{"$ref":"#/components/schemas/ExternalIssue"},"type":"array"},"first_resolution_time":{"description":"The time of the first resolution of the issue, if any. Frozen at the issue's first resolution and never updated on reopen/re-resolve.","format":"date-time","nullable":true,"type":"string"},"first_response_breach_time":{"description":"The time by which the issue's first response SLA will breach, if any. Only present for issues with an active first response SLA.","format":"date-time","type":"string"},"first_response_seconds":{"description":"The time in seconds it took for the first response to the issue, if any.","format":"int64","type":"integer"},"first_response_time":{"description":"The time of the first response to the issue, if any.","format":"date-time","nullable":true,"type":"string"},"id":{"description":"The ID of the issue.","type":"string"},"is_issue_group":{"description":"Whether this issue is an issue group.","type":"boolean"},"latest_message_time":{"description":"The time of the latest message in the issue, if any.","format":"date-time","nullable":true,"type":"string"},"link":{"description":"The link to the issue in Pylon.","type":"string"},"number":{"description":"The number of the issue.","format":"int64","type":"integer"},"number_of_touches":{"description":"The number of times the issue has been touched.","format":"int64","type":"integer"},"parent_issue_group":{"$ref":"#/components/schemas/MiniIssue"},"requester":{"allOf":[{"$ref":"#/components/schemas/MiniContact"}],"nullable":true},"resolution_breach_time":{"description":"The time by which the issue's resolution SLA will breach, if any. Only present for open issues with an active resolution SLA.","format":"date-time","type":"string"},"resolution_seconds":{"description":"The time in seconds it took for the issue to be resolved, if any.","format":"int64","type":"integer"},"resolution_time":{"description":"The time of the resolution of the issue, if any.","format":"date-time","nullable":true,"type":"string"},"slack":{"$ref":"#/components/schemas/SlackInfo"},"snoozed_until_time":{"description":"The time the issue was snoozed until in RFC3339 format, if any.","format":"date-time","type":"string"},"source":{"description":"The source of the issue.\n\nKnown values: `slack`, `microsoft_teams`, `microsoft_teams_chat`, `chat_widget`, `customer_portal`, `email`, `manual`, `form`, `discord`, `google_chat`, `whatsapp`, `sms`, `telegram`, `phone`. This list is not exhaustive.","type":"string"},"state":{"description":"The state of the issue. Standard values are `new`, `waiting_on_you`, `waiting_on_customer`, `on_hold`, and `closed`; custom status slugs are also supported.","type":"string"},"tags":{"description":"Tags associated with the issue.","items":{"type":"string"},"nullable":true,"type":"array"},"team":{"allOf":[{"$ref":"#/components/schemas/MiniTeam"}],"nullable":true},"team_slas":{"description":"The team-scoped SLAs on the issue, if any. One entry per team, mirroring the issue-level first response and resolution SLA fields.","items":{"$ref":"#/components/schemas/TeamSLA"},"type":"array"},"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\nKnown values: `conversation`, `ticket`. This list is not exhaustive.","type":"string"},"updated_at":{"description":"The time the issue was last updated.","format":"date-time","type":"string"},"workspace_email":{"description":"The email address connected to the Pylon workspace through which the issue's email conversation is routed. For inbound issues, this is the address that received the original email.","type":"string"}},"required":["body_html","created_at","customer_portal_visible","id","is_issue_group","link","number","number_of_touches","source","state","title","type","updated_at"],"type":"object"},"MiniAccount":{"properties":{"external_ids":{"description":"External IDs associated with the account.","items":{"$ref":"#/components/schemas/ExternalID"},"nullable":true,"type":"array"},"id":{"description":"The ID of the account.","type":"string"}},"required":["id"],"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"},"ActiveTimeByUser":{"properties":{"active_time_seconds":{"description":"The user's active time on the issue in seconds.","format":"int64","type":"integer"},"business_hours_active_time_seconds":{"description":"The user's business-hours active time on the issue in seconds.","format":"int64","type":"integer"},"user_id":{"description":"The ID of the user who spent the time.","type":"string"}},"required":["active_time_seconds","business_hours_active_time_seconds","user_id"],"type":"object"},"MiniUser":{"properties":{"email":{"description":"The email of the user.","type":"string"},"id":{"description":"The ID of the user.","type":"string"}},"required":["id"],"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"}},"required":["page_url"],"type":"object"},"MiniIssue":{"properties":{"id":{"description":"The ID of the issue.","type":"string"},"number":{"description":"The number of the issue.","format":"int64","type":"integer"},"title":{"description":"The title of the issue.","type":"string"}},"required":["id","number","title"],"type":"object"},"CSATResponse":{"properties":{"comment":{"description":"The comment of the CSAT response.","nullable":true,"type":"string"},"score":{"description":"The score of the CSAT response.","format":"int64","type":"integer"}},"required":["score"],"type":"object"},"CustomFieldValue":{"description":"A custom field value to set. Custom fields not listed in a write request are left unchanged.","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. If the custom field is a relationship field, the value must be the related object ID.","type":"string"},"values":{"description":"The values of the custom field. Only to be used for multi-valued custom fields (ex. multiselect). Replaces the full selection; it does not add to or remove from the existing values. 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"}},"title":"CustomFieldValue","type":"object"},"ExternalIncident":{"properties":{"external_id":{"description":"The incident system's own ID for the incident, when known.","type":"string"},"link":{"description":"Link to the incident, when known.","type":"string"},"reference":{"description":"The incident's reference in the incident system, such as INC-123 or ROOT-123.","type":"string"},"source":{"description":"The incident system the incident belongs to.\n\nKnown values: `incident_io`, `rootly`. This list is not exhaustive.","type":"string"}},"required":["reference","source"],"type":"object"},"ExternalIssue":{"properties":{"external_id":{"description":"The external ID of the external issue.\nJira: ID of the issue (autoincrementing number from 10000).\nGitHub: Owner/Repo/IssueID.\nLinear: ID of the issue (UUID).\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"}},"required":["external_id","link","source"],"type":"object"},"MiniContact":{"properties":{"email":{"description":"The email of the contact.","type":"string"},"id":{"description":"The ID of the contact.","type":"string"}},"required":["id"],"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"}},"required":["channel_id","message_ts","workspace_id"],"type":"object"},"MiniTeam":{"properties":{"id":{"description":"The ID of the team.","type":"string"}},"required":["id"],"type":"object"},"TeamSLA":{"properties":{"first_resolution":{"$ref":"#/components/schemas/SLATimes"},"first_response":{"$ref":"#/components/schemas/SLATimes"},"resolution":{"$ref":"#/components/schemas/SLATimes"},"team_id":{"description":"The ID of the team these are scoped to.","type":"string"}},"required":["team_id"],"type":"object"},"SLATimes":{"properties":{"breach_time":{"description":"The time at which it breaches (or has breached), if any.","format":"date-time","type":"string"},"business_hours_seconds":{"description":"The elapsed business-hours time in seconds, if any.","format":"int64","type":"integer"},"seconds":{"description":"The elapsed time in seconds, if any.","format":"int64","type":"integer"},"time":{"description":"The time it was reached, if any.","format":"date-time","nullable":true,"type":"string"}},"type":"object"},"ErrorApiResponseBody":{"properties":{"code":{"description":"A stable machine-readable identifier for this failure, safe to branch on\ninstead of the message text. Omitted when the failure has no assigned code.\n\nKnown values: `recipients_suppressed`, `email_bounced`, `internal_issue_reply_not_allowed`, `duplicate_object`, `invalid_authorization_header`, `invalid_api_token`, `invalid_oauth_token`, `wrong_region_token`, `organization_deactivated`, `organization_suspended`, `permission_denied`, `oauth_not_permitted`, `rate_limited`, `not_found`, `method_not_allowed`, `payload_too_large`, `invalid_request_body`, `internal_error`, `invalid_webhook_credentials`, `organization_inactive`. This list is not exhaustive.","type":"string"},"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"}},"required":["request_id"],"type":"object"}},"responses":{"SubmitTicketFormResponse":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/SubmitTicketFormResponseBody"}}},"description":""},"BadRequestApiResponse":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":"The request was invalid or could not be completed."},"UnauthorizedApiResponse":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":"The request could not be authenticated for this API."},"ForbiddenApiResponse":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":"The authenticated caller or organization is not allowed to access this endpoint or operation."},"ErrorApiResponse":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":""},"TooManyRequestsApiResponse":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":"The request exceeded the applicable rate limit.","headers":{"Retry-After":{"description":"Seconds until the next request to this endpoint is permitted.","schema":{"format":"int64","type":"integer"}},"X-Retry-After":{"description":"Seconds until the full per-minute allowance is restored. Capacity returns gradually before then.","schema":{"format":"int64","type":"integer"}}}},"InternalServerErrorApiResponse":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/ErrorApiResponseBody"}}},"description":"An unexpected internal error occurred."}}},"paths":{"/ticket-forms/{id}/submissions":{"post":{"description":"Creates an issue from a configured ticket form. Provide either requester_id or both requester_email and requester_name. Field types are inferred from the ticket form; use value for single-value fields and values for multi-value and file-upload fields.\n\n**Rate limit:** 30 requests per minute","operationId":"SubmitTicketForm","parameters":[{"description":"The ID of the ticket form to submit.","in":"path","name":"id","required":true,"schema":{"type":"string"}}],"requestBody":{"content":{"application/json":{"schema":{"$ref":"#/components/schemas/SubmitTicketFormRequest"}}}},"responses":{"200":{"$ref":"#/components/responses/SubmitTicketFormResponse"},"400":{"$ref":"#/components/responses/BadRequestApiResponse"},"401":{"$ref":"#/components/responses/UnauthorizedApiResponse"},"403":{"$ref":"#/components/responses/ForbiddenApiResponse"},"404":{"$ref":"#/components/responses/ErrorApiResponse"},"429":{"$ref":"#/components/responses/TooManyRequestsApiResponse"},"500":{"$ref":"#/components/responses/InternalServerErrorApiResponse"}},"summary":"Submit a ticket form","tags":["ticket-forms"]}}}}
```


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://docs.usepylon.com/pylon-docs/developer/api/api-reference/ticket-forms.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

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.