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Support

Tickets

Tickets represent support requests in your Featurebase organization. Create, update, reply to, and manage tickets via these endpoints.

List tickets
GET/v2/tickets
Create a ticket
POST/v2/tickets
Get a ticket
GET/v2/tickets/{id}
Update a ticket
PATCH/v2/tickets/{id}
Delete a ticket
DELETE/v2/tickets/{id}
Reply to a ticket
POST/v2/tickets/{id}/reply
ModelsExpand Collapse
AuthorInput object { id, email, name, 2 more }

Author to attribute the post to. If not provided, uses the authenticated user. Supports multiple identification methods: id (Featurebase ID), userId (external SSO ID), or email.

id: optional string

Featurebase user ID to attribute content to

email: optional string

Author email (used to find or create user)

formatemail
name: optional string

Author display name

maxLength255
profilePicture: optional string

Author profile picture URL

userId: optional string

External user ID from your system (matched via SSO)

maxLength255
Ticket object { id, assigneeId, author, 18 more }
id: string

Unique identifier (MongoDB ID)

assigneeId: string

Assigned admin ID

author: object { id, email, name, 2 more }

Contact who created the ticket

id: string

Author unique identifier

email: string

Author email

name: string

Author display name

profilePicture: string

Author profile picture URL

type: "admin" or "customer" or "guest" or 3 more

Type of user

One of the following:
"admin"
"customer"
"guest"
"integration"
"bot"
"lead"
categoryType: "customer" or "tracker" or "back-office"

Ticket category type

One of the following:
"customer"
"tracker"
"back-office"
companyId: string

Associated company ID

content: string

Ticket content/description (HTML)

createdAt: string

ISO 8601 creation timestamp

customFields: map[unknown]

Custom field values keyed by field ID. File-type fields contain a JSON string of { key, name, url } with a signed download URL (1 hour expiry). For allowMultiple file fields, the value is a JSON string of an array of these objects.

integrations: object { clickup, devops, github, 3 more }

Third-party integration links

clickup: array of object { id, title, url }
id: string

ClickUp task ID

title: string

ClickUp task title

url: string

URL to the ClickUp task

devops: array of object { id, projectId, projectName, 2 more }
id: number

Azure DevOps work item ID

projectId: string

Azure DevOps project ID

projectName: string

Azure DevOps project name

title: string

Work item title

url: string

URL to the work item

github: array of object { id, number, repositoryFullName, 3 more }
id: string

GitHub issue ID

number: string

GitHub issue number

repositoryFullName: string

Full repository name (owner/repo)

repositoryName: string

Repository name

title: string

GitHub issue title

url: string

URL to the GitHub issue

hubspot: array of object { dealAmount, dealClosed, objectId, type }
dealAmount: number

Deal amount (for DEAL type)

dealClosed: boolean

Whether the deal is closed (for DEAL type)

objectId: number

HubSpot object ID

type: "TICKET" or "DEAL" or "CONTACT"

HubSpot object type

One of the following:
"TICKET"
"DEAL"
"CONTACT"
jira: array of object { issueId, issueUrl }
issueId: string

Jira issue ID

issueUrl: string

URL to the Jira issue

linear: array of object { issueId, issueUrl }
issueId: string

Linear issue ID

issueUrl: string

URL to the Linear issue

linkedConversations: array of object { id, role }

Linked conversations

id: string

Conversation ID

role: "customer" or "tracker" or "back-office"

Link role

One of the following:
"customer"
"tracker"
"back-office"
object: "ticket"

Object type identifier

open: boolean

Whether the ticket is open

snoozedUntil: string

ISO 8601 timestamp until snoozed (from linked conversation)

status: PostStatus { id, color, isDefault, 3 more }

Current ticket status

id: string

Unique identifier

color: string

Color for UI display

isDefault: boolean

Whether this is the default status for new posts

name: string

Display name

object: "post_status"

Object type identifier

type: "reviewing" or "unstarted" or "active" or 2 more

The workflow stage this status represents

One of the following:
"reviewing"
"unstarted"
"active"
"completed"
"canceled"
teamAssigneeId: string

Assigned team ID (from linked conversation)

ticketCategoryId: string

Ticket category ID

ticketNumber: number

Sequential display ID (e.g. TK-42)

ticketUrl: string

Full URL to view the ticket

title: string

Ticket title

updatedAt: string

ISO 8601 last updated timestamp

conversationParts: optional array of ConversationPart

Conversation message history. Only included when fetching a single ticket by ID.

One of the following:
UserMsg object { id, bodyHtml, bodyMarkdown, 8 more }

Message from a customer or lead

id: string

Unique part identifier

bodyHtml: string

Message body content as HTML with signed image URLs

bodyMarkdown: string

Message body content as markdown

channel: "unknown" or "desktop" or "android" or 2 more

Channel through which the message was sent

One of the following:
"unknown"
"desktop"
"android"
"ios"
"email"
createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "user_msg"

User message type

updatedAt: string

ISO timestamp when the part was last updated

author: optional ConversationPartAuthor { id, type, email, 2 more }
id: string

Author ID

type: "customer" or "lead" or "admin" or 3 more

Type of author

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
email: optional string

Author email address

name: optional string

Author display name

profilePicture: optional string

Author profile picture URL

redacted: optional boolean

Whether this message has been redacted

tagApplications: optional array of ConversationTagApplication { appliedAt, tagId, appliedBy, 3 more }

Reply-level tag applications and provenance for this conversation part

appliedAt: string

ISO timestamp when the tag was applied to this reply

tagId: string

Identifier of the applied tag

appliedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

removedAt: optional string

ISO timestamp when the tag was removed from this reply, if it was removed

removedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tag: optional ConversationTag { id, name, type }

Resolved tag object when the tag still exists in the shared workspace catalog

id: string

Unique tag identifier

name: string

Current tag name

type: "tag"

Object type identifier for a tag

AdminMsg object { id, bodyHtml, bodyMarkdown, 8 more }

Message from an admin or support agent

id: string

Unique part identifier

bodyHtml: string

Message body content as HTML with signed image URLs

bodyMarkdown: string

Message body content as markdown

channel: "unknown" or "desktop" or "android" or 2 more

Channel through which the message was sent

One of the following:
"unknown"
"desktop"
"android"
"ios"
"email"
createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "admin_msg"

Admin message type

updatedAt: string

ISO timestamp when the part was last updated

author: optional ConversationPartAuthor { id, type, email, 2 more }
id: string

Author ID

type: "customer" or "lead" or "admin" or 3 more

Type of author

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
email: optional string

Author email address

name: optional string

Author display name

profilePicture: optional string

Author profile picture URL

redacted: optional boolean

Whether this message has been redacted

tagApplications: optional array of ConversationTagApplication { appliedAt, tagId, appliedBy, 3 more }

Reply-level tag applications and provenance for this conversation part

appliedAt: string

ISO timestamp when the tag was applied to this reply

tagId: string

Identifier of the applied tag

appliedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

removedAt: optional string

ISO timestamp when the tag was removed from this reply, if it was removed

removedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tag: optional ConversationTag { id, name, type }

Resolved tag object when the tag still exists in the shared workspace catalog

id: string

Unique tag identifier

name: string

Current tag name

type: "tag"

Object type identifier for a tag

AdminNote object { id, bodyHtml, bodyMarkdown, 7 more }

Internal note visible only to admins

id: string

Unique part identifier

bodyHtml: string

Note body content as HTML with signed image URLs

bodyMarkdown: string

Note body content as markdown

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "admin_note"

Admin internal note type

updatedAt: string

ISO timestamp when the part was last updated

author: optional ConversationPartAuthor { id, type, email, 2 more }
id: string

Author ID

type: "customer" or "lead" or "admin" or 3 more

Type of author

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
email: optional string

Author email address

name: optional string

Author display name

profilePicture: optional string

Author profile picture URL

redacted: optional boolean

Whether this message has been redacted

tagApplications: optional array of ConversationTagApplication { appliedAt, tagId, appliedBy, 3 more }

Reply-level tag applications and provenance for this conversation part

appliedAt: string

ISO timestamp when the tag was applied to this reply

tagId: string

Identifier of the applied tag

appliedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

removedAt: optional string

ISO timestamp when the tag was removed from this reply, if it was removed

removedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tag: optional ConversationTag { id, name, type }

Resolved tag object when the tag still exists in the shared workspace catalog

id: string

Unique tag identifier

name: string

Current tag name

type: "tag"

Object type identifier for a tag

EmailMsg object { id, bodyHtml, bodyMarkdown, 8 more }

Message sent via email

id: string

Unique part identifier

bodyHtml: string

Email body content as HTML with signed image URLs

bodyMarkdown: string

Email body content as markdown

channel: "email"

Email channel

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "email_msg"

Email message type

updatedAt: string

ISO timestamp when the part was last updated

author: optional ConversationPartAuthor { id, type, email, 2 more }
id: string

Author ID

type: "customer" or "lead" or "admin" or 3 more

Type of author

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
email: optional string

Author email address

name: optional string

Author display name

profilePicture: optional string

Author profile picture URL

redacted: optional boolean

Whether this message has been redacted

tagApplications: optional array of ConversationTagApplication { appliedAt, tagId, appliedBy, 3 more }

Reply-level tag applications and provenance for this conversation part

appliedAt: string

ISO timestamp when the tag was applied to this reply

tagId: string

Identifier of the applied tag

appliedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

removedAt: optional string

ISO timestamp when the tag was removed from this reply, if it was removed

removedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tag: optional ConversationTag { id, name, type }

Resolved tag object when the tag still exists in the shared workspace catalog

id: string

Unique tag identifier

name: string

Current tag name

type: "tag"

Object type identifier for a tag

BotMsg object { id, bodyHtml, bodyMarkdown, 8 more }

Automated message from AI or bot

id: string

Unique part identifier

bodyHtml: string

Bot message body content as HTML with signed image URLs

bodyMarkdown: string

Bot message body content as markdown

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "bot_msg"

Bot message type

updatedAt: string

ISO timestamp when the part was last updated

author: optional ConversationPartAuthor { id, type, email, 2 more }
id: string

Author ID

type: "customer" or "lead" or "admin" or 3 more

Type of author

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
email: optional string

Author email address

name: optional string

Author display name

profilePicture: optional string

Author profile picture URL

channel: optional "unknown" or "desktop" or "android" or 2 more

Channel through which the message was sent

One of the following:
"unknown"
"desktop"
"android"
"ios"
"email"
redacted: optional boolean

Whether this message has been redacted

tagApplications: optional array of ConversationTagApplication { appliedAt, tagId, appliedBy, 3 more }

Reply-level tag applications and provenance for this conversation part

appliedAt: string

ISO timestamp when the tag was applied to this reply

tagId: string

Identifier of the applied tag

appliedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

removedAt: optional string

ISO timestamp when the tag was removed from this reply, if it was removed

removedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tag: optional ConversationTag { id, name, type }

Resolved tag object when the tag still exists in the shared workspace catalog

id: string

Unique tag identifier

name: string

Current tag name

type: "tag"

Object type identifier for a tag

QuickReplyOpts object { id, createdAt, object, 6 more }

Presents options for user to choose from

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "quick_reply_opts"

Quick reply options type

replyOptions: array of object { id, text }

Available reply options

id: string

Option ID

text: string

Option text

updatedAt: string

ISO timestamp when the part was last updated

author: optional ConversationPartAuthor { id, type, email, 2 more }
id: string

Author ID

type: "customer" or "lead" or "admin" or 3 more

Type of author

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
email: optional string

Author email address

name: optional string

Author display name

profilePicture: optional string

Author profile picture URL

redacted: optional boolean

Whether this message has been redacted

tagApplications: optional array of ConversationTagApplication { appliedAt, tagId, appliedBy, 3 more }

Reply-level tag applications and provenance for this conversation part

appliedAt: string

ISO timestamp when the tag was applied to this reply

tagId: string

Identifier of the applied tag

appliedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

removedAt: optional string

ISO timestamp when the tag was removed from this reply, if it was removed

removedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tag: optional ConversationTag { id, name, type }

Resolved tag object when the tag still exists in the shared workspace catalog

id: string

Unique tag identifier

name: string

Current tag name

type: "tag"

Object type identifier for a tag

QuickReplyResp object { id, bodyHtml, bodyMarkdown, 8 more }

User’s selection from quick reply options

id: string

Unique part identifier

bodyHtml: string

The selected option text as HTML

bodyMarkdown: string

The selected option text as markdown

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "quick_reply_resp"

Quick reply response type

selectedOptionId: string

ID of the selected option

updatedAt: string

ISO timestamp when the part was last updated

author: optional ConversationPartAuthor { id, type, email, 2 more }
id: string

Author ID

type: "customer" or "lead" or "admin" or 3 more

Type of author

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
email: optional string

Author email address

name: optional string

Author display name

profilePicture: optional string

Author profile picture URL

redacted: optional boolean

Whether this message has been redacted

tagApplications: optional array of ConversationTagApplication { appliedAt, tagId, appliedBy, 3 more }

Reply-level tag applications and provenance for this conversation part

appliedAt: string

ISO timestamp when the tag was applied to this reply

tagId: string

Identifier of the applied tag

appliedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

removedAt: optional string

ISO timestamp when the tag was removed from this reply, if it was removed

removedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tag: optional ConversationTag { id, name, type }

Resolved tag object when the tag still exists in the shared workspace catalog

id: string

Unique tag identifier

name: string

Current tag name

type: "tag"

Object type identifier for a tag

RatingRequested object { id, createdAt, csat, 3 more }

Represents a persisted CSAT request in the conversation thread

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

csat: object { channel, requestedAt, requestId, 7 more }

Canonical CSAT request payload for this thread event

channel: "desktop" or "email"

Channel used for the CSAT request

One of the following:
"desktop"
"email"
requestedAt: string

ISO timestamp when the request was created

requestId: string

Canonical CSAT request ID

requestSource: "workflow"

Source that created the CSAT request

status: "pending" or "rated" or "canceled" or "expired"

Status of the CSAT request represented by this part

One of the following:
"pending"
"rated"
"canceled"
"expired"
changeLockWindowEndsAt: optional string

ISO timestamp after which changing the rating is no longer allowed

expiredAt: optional string

ISO timestamp when the request expired, when applicable

lateSubmitWindowEndsAt: optional string

ISO timestamp after which late submission is no longer allowed

ratedAgent: optional CsatRatedAgent { type, id }
type: "teammate" or "fibi" or "chatbot"

Type of agent the CSAT request is attributed to

One of the following:
"teammate"
"fibi"
"chatbot"
id: optional string

Identifier of the rated agent when applicable

workflow: optional CsatWorkflowLink { workflowActionId, workflowId, workflowRunId, workflowStepId }
object: "conversation_part"

Object type identifier

partType: "rating_requested"

CSAT rating requested part type

updatedAt: string

ISO timestamp when the part was last updated

RatingSubmitted object { id, createdAt, csat, 3 more }

Represents a persisted CSAT submission in the conversation thread

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

csat: object { channel, ratedAt, requestId, 7 more }

Canonical CSAT submission payload for this thread event

channel: "desktop" or "email"

Channel used for the CSAT request

One of the following:
"desktop"
"email"
ratedAt: string

ISO timestamp when the customer submitted the rating

requestId: string

Canonical CSAT request ID

requestSource: "workflow"

Source that created the CSAT request

score: number

CSAT score from 1 to 5

minimum1
maximum5
status: "rated"

Submitted ratings are always in the rated state

ratedAgent: optional CsatRatedAgent { type, id }
type: "teammate" or "fibi" or "chatbot"

Type of agent the CSAT request is attributed to

One of the following:
"teammate"
"fibi"
"chatbot"
id: optional string

Identifier of the rated agent when applicable

remark: optional string

Optional remark left with the rating

requestedAt: optional string

ISO timestamp when the request was created

workflow: optional CsatWorkflowLink { workflowActionId, workflowId, workflowRunId, workflowStepId }
object: "conversation_part"

Object type identifier

partType: "rating_submitted"

CSAT rating submitted part type

updatedAt: string

ISO timestamp when the part was last updated

AttrPrompt object { id, createdAt, form, 6 more }

Requests information from user via form

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

form: object { id, attributes }

Form configuration

id: string

Form ID

attributes: array of object { identifier, name, type }

Form fields

identifier: string

Field identifier

name: string

Field display name

type: string

Field type

object: "conversation_part"

Object type identifier

partType: "attr_prompt"

Attribute collection prompt type

updatedAt: string

ISO timestamp when the part was last updated

author: optional ConversationPartAuthor { id, type, email, 2 more }
id: string

Author ID

type: "customer" or "lead" or "admin" or 3 more

Type of author

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
email: optional string

Author email address

name: optional string

Author display name

profilePicture: optional string

Author profile picture URL

redacted: optional boolean

Whether this message has been redacted

tagApplications: optional array of ConversationTagApplication { appliedAt, tagId, appliedBy, 3 more }

Reply-level tag applications and provenance for this conversation part

appliedAt: string

ISO timestamp when the tag was applied to this reply

tagId: string

Identifier of the applied tag

appliedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

removedAt: optional string

ISO timestamp when the tag was removed from this reply, if it was removed

removedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tag: optional ConversationTag { id, name, type }

Resolved tag object when the tag still exists in the shared workspace catalog

id: string

Unique tag identifier

name: string

Current tag name

type: "tag"

Object type identifier for a tag

AttrComplete object { id, createdAt, object, 2 more }

Indicates form was completed

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "attr_complete"

Attribute collection complete type

updatedAt: string

ISO timestamp when the part was last updated

Assign object { id, createdAt, object, 5 more }

Conversation assigned to admin or team

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "assign"

Assignment type

updatedAt: string

ISO timestamp when the part was last updated

adminAssigneeId: optional string

ID of the admin assigned to the conversation

adminAssignerId: optional string

ID of the admin who made the assignment

teamAssigneeId: optional string

ID of the team assigned to the conversation

Status object { id, createdAt, object, 4 more }

Conversation state changed (open/closed/snoozed)

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "status"

Status change type

status: "open" or "closed" or "snoozed"

New conversation status

One of the following:
"open"
"closed"
"snoozed"
updatedAt: string

ISO timestamp when the part was last updated

snoozedUntil: optional string

ISO timestamp until conversation is snoozed (if snoozed)

Tags object { id, action, createdAt, 8 more }

A tag was added to or removed from a specific reply

id: string

Unique part identifier

action: "added" or "removed"

Whether the tag was added or removed

One of the following:
"added"
"removed"
createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

occurredAt: string

ISO timestamp when the tag mutation occurred

partType: "tags"

Tag update type

tagId: string

Identifier of the affected tag

updatedAt: string

ISO timestamp when the part was last updated

actor: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tagName: optional string

Tag name at the time of the event or the best available current display name

targetPartId: optional string

Conversation part that the tag mutation targeted

WorkflowWait object { id, createdAt, object, 3 more }

Represents a workflow wait start, finish, or interruption in the conversation thread

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "workflow_wait"

Workflow wait event part type

updatedAt: string

ISO timestamp when the part was last updated

workflowWait: object { eventType, occurredAt, interruptedByUserType, 3 more }

Workflow wait event payload for this thread event

eventType: "started" or "finished" or "interrupted"

Lifecycle stage of the workflow wait event

One of the following:
"started"
"finished"
"interrupted"
occurredAt: string

ISO timestamp when the wait event occurred

interruptedByUserType: optional "admin" or "customer" or "lead"

User type that interrupted the wait when applicable

One of the following:
"admin"
"customer"
"lead"
waitLabel: optional string

Human-readable wait duration or preset label

workflowId: optional string

Workflow ID associated with the wait event

workflowName: optional string

Workflow display name at the time of the wait event

Priority object { id, createdAt, isPriority, 3 more }

Conversation priority was updated

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

isPriority: boolean

Whether the conversation is now marked as priority

object: "conversation_part"

Object type identifier

partType: "priority"

Priority change type

updatedAt: string

ISO timestamp when the part was last updated

PartAdd object { id, createdAt, object, 3 more }

New participant joined the conversation

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

participant: object { id, type }

The added participant

id: string

Participant ID

type: "customer" or "lead" or "admin"

Participant type

One of the following:
"customer"
"lead"
"admin"
partType: "part_add"

Participant added type

updatedAt: string

ISO timestamp when the part was last updated

TicketDeleteResponse object { id, deleted, object }
id: string

Unique identifier of the deleted ticket

deleted: true

Indicates the resource was deleted

object: "ticket"

Object type identifier

TicketsCustom Fields

Tickets represent support requests in your Featurebase organization. Create, update, reply to, and manage tickets via these endpoints.

List custom fields
GET/v2/tickets/custom_fields
Get a custom field by ID
GET/v2/tickets/custom_fields/{id}

TicketsCategories

Tickets represent support requests in your Featurebase organization. Create, update, reply to, and manage tickets via these endpoints.

List ticket categories
GET/v2/tickets/categories
Get a ticket category by ID
GET/v2/tickets/categories/{id}
ModelsExpand Collapse
CategoryListResponse = array of Board { id, access, createdAt, 7 more }
id: string

Unique identifier

access: object { adminOnly, allowedRoles, deniedRoles, segments }
adminOnly: boolean

If true, only admins can see this board

allowedRoles: array of string

Role IDs allowed access (empty = all)

deniedRoles: array of string

Role IDs explicitly denied access

segments: array of string

Segment IDs that can access (empty = all)

createdAt: string

ISO 8601 timestamp when created

customFields: array of string

Custom field IDs attached to this board

features: object { commentsEnabled, createdDatesVisible, postingEnabled }
commentsEnabled: boolean

Whether users can comment on posts

createdDatesVisible: boolean

Whether creation dates are visible on posts

postingEnabled: boolean

Whether users can create new posts

icon: object { type, value } or object { type, value } or object { type, value }

The board’s icon. Can be one of three types:

  • emoji: A single emoji character (e.g., 💡, 🚀, ⭐)
  • icon: A predefined icon from the built-in library (e.g., lightbulb, bug, star)
  • url: A custom image URL (HTTPS required)

Can be null if no icon is set.

One of the following:
EmojiIcon object { type, value }

An emoji character as the board icon

type: "emoji"

Emoji icon type

value: string

A single emoji character

PredefinedIcon object { type, value }

A predefined icon from the built-in icon library

type: "icon"

Predefined icon type

value: string

Icon name from the predefined icon set (e.g., lightbulb, bug, star, rocket, flag, heart, check, question, megaphone, gift)

URLIcon object { type, value }

A custom icon loaded from an external URL

type: "url"

External URL icon type

value: string

HTTPS URL to a custom icon image (PNG, SVG, or WebP recommended)

formaturi
localization: object { description, formPlaceholder, heroDescription, 3 more }
description: map[string]

Localized description

formPlaceholder: map[string]

Placeholder text in the post creation form

heroDescription: map[string]

Hero description/subtitle

heroTitle: map[string]

Hero title shown on the board page

name: map[string]

Localized board name (language code → text)

submitButtonText: map[string]

Submit button text

name: string

Display name in organization’s default locale

object: "board"

Object type identifier

postDefaults: object { visibility }
visibility: "public" or "authorOnly" or "companyOnly"

Default visibility for new posts

One of the following:
"public"
"authorOnly"
"companyOnly"

TicketsStatuses

Tickets represent support requests in your Featurebase organization. Create, update, reply to, and manage tickets via these endpoints.

List ticket statuses
GET/v2/tickets/statuses
Get a ticket status by ID
GET/v2/tickets/statuses/{id}
ModelsExpand Collapse
StatusListResponse = array of PostStatus { id, color, isDefault, 3 more }
id: string

Unique identifier

color: string

Color for UI display

isDefault: boolean

Whether this is the default status for new posts

name: string

Display name

object: "post_status"

Object type identifier

type: "reviewing" or "unstarted" or "active" or 2 more

The workflow stage this status represents

One of the following:
"reviewing"
"unstarted"
"active"
"completed"
"canceled"