Tickets

Create ticket

Create a ticket. Optional inbox_id targets a specific inbox; when omitted, the ticket routes to the organization’s default inbox (is_default: true). Use created_by_role to choose associate-on-behalf (agent logs a ticket for a requester; always emails the customer) versus customer self-service (requester opens their own ticket; emails only when inbox auto-reply is enabled). When CC email routing is enabled, optional external_recipient_emails sets CC recipients for the new ticket: omit or send null for none; send a list (empty or not) to set recipients. The requester (from_email) is always included in that list. Optional attachment_ids attaches files uploaded via the organization pending-attachments endpoints.

POST

organizations

{organization_id}

tickets

Create ticket

curl --request POST \
  --url https://api.initdesk.com/organizations/{organization_id}/tickets/ \
  --header 'Content-Type: application/json' \
  --header 'X-Initdesk-Token: <api-key>' \
  --data '
{
  "subject": "<string>",
  "from_name": "<string>",
  "from_email": "jsmith@example.com",
  "inbox_id": 123,
  "description": "<string>",
  "description_html": "<string>",
  "created_by_role": "associate",
  "external_recipient_emails": [
    "jsmith@example.com"
  ],
  "attachment_ids": [
    "3c90c3cc-0d44-4b50-8888-8dd25736052a"
  ]
}
'

import requests

url = "https://api.initdesk.com/organizations/{organization_id}/tickets/"

payload = {
    "subject": "<string>",
    "from_name": "<string>",
    "from_email": "jsmith@example.com",
    "inbox_id": 123,
    "description": "<string>",
    "description_html": "<string>",
    "created_by_role": "associate",
    "external_recipient_emails": ["jsmith@example.com"],
    "attachment_ids": ["3c90c3cc-0d44-4b50-8888-8dd25736052a"]
}
headers = {
    "X-Initdesk-Token": "<api-key>",
    "Content-Type": "application/json"
}

response = requests.post(url, json=payload, headers=headers)

print(response.text)

const options = {
  method: 'POST',
  headers: {'X-Initdesk-Token': '<api-key>', 'Content-Type': 'application/json'},
  body: JSON.stringify({
    subject: '<string>',
    from_name: '<string>',
    from_email: 'jsmith@example.com',
    inbox_id: 123,
    description: '<string>',
    description_html: '<string>',
    created_by_role: 'associate',
    external_recipient_emails: ['jsmith@example.com'],
    attachment_ids: ['3c90c3cc-0d44-4b50-8888-8dd25736052a']
  })
};

fetch('https://api.initdesk.com/organizations/{organization_id}/tickets/', options)
  .then(res => res.json())
  .then(res => console.log(res))
  .catch(err => console.error(err));

<?php

$curl = curl_init();

curl_setopt_array($curl, [
  CURLOPT_URL => "https://api.initdesk.com/organizations/{organization_id}/tickets/",
  CURLOPT_RETURNTRANSFER => true,
  CURLOPT_ENCODING => "",
  CURLOPT_MAXREDIRS => 10,
  CURLOPT_TIMEOUT => 30,
  CURLOPT_HTTP_VERSION => CURL_HTTP_VERSION_1_1,
  CURLOPT_CUSTOMREQUEST => "POST",
  CURLOPT_POSTFIELDS => json_encode([
    'subject' => '<string>',
    'from_name' => '<string>',
    'from_email' => 'jsmith@example.com',
    'inbox_id' => 123,
    'description' => '<string>',
    'description_html' => '<string>',
    'created_by_role' => 'associate',
    'external_recipient_emails' => [
        'jsmith@example.com'
    ],
    'attachment_ids' => [
        '3c90c3cc-0d44-4b50-8888-8dd25736052a'
    ]
  ]),
  CURLOPT_HTTPHEADER => [
    "Content-Type: application/json",
    "X-Initdesk-Token: <api-key>"
  ],
]);

$response = curl_exec($curl);
$err = curl_error($curl);

curl_close($curl);

if ($err) {
  echo "cURL Error #:" . $err;
} else {
  echo $response;
}

package main

import (
	"fmt"
	"strings"
	"net/http"
	"io"
)

func main() {

	url := "https://api.initdesk.com/organizations/{organization_id}/tickets/"

	payload := strings.NewReader("{\n  \"subject\": \"<string>\",\n  \"from_name\": \"<string>\",\n  \"from_email\": \"jsmith@example.com\",\n  \"inbox_id\": 123,\n  \"description\": \"<string>\",\n  \"description_html\": \"<string>\",\n  \"created_by_role\": \"associate\",\n  \"external_recipient_emails\": [\n    \"jsmith@example.com\"\n  ],\n  \"attachment_ids\": [\n    \"3c90c3cc-0d44-4b50-8888-8dd25736052a\"\n  ]\n}")

	req, _ := http.NewRequest("POST", url, payload)

	req.Header.Add("X-Initdesk-Token", "<api-key>")
	req.Header.Add("Content-Type", "application/json")

	res, _ := http.DefaultClient.Do(req)

	defer res.Body.Close()
	body, _ := io.ReadAll(res.Body)

	fmt.Println(string(body))

}

HttpResponse<String> response = Unirest.post("https://api.initdesk.com/organizations/{organization_id}/tickets/")
  .header("X-Initdesk-Token", "<api-key>")
  .header("Content-Type", "application/json")
  .body("{\n  \"subject\": \"<string>\",\n  \"from_name\": \"<string>\",\n  \"from_email\": \"jsmith@example.com\",\n  \"inbox_id\": 123,\n  \"description\": \"<string>\",\n  \"description_html\": \"<string>\",\n  \"created_by_role\": \"associate\",\n  \"external_recipient_emails\": [\n    \"jsmith@example.com\"\n  ],\n  \"attachment_ids\": [\n    \"3c90c3cc-0d44-4b50-8888-8dd25736052a\"\n  ]\n}")
  .asString();

require 'uri'
require 'net/http'

url = URI("https://api.initdesk.com/organizations/{organization_id}/tickets/")

http = Net::HTTP.new(url.host, url.port)
http.use_ssl = true

request = Net::HTTP::Post.new(url)
request["X-Initdesk-Token"] = '<api-key>'
request["Content-Type"] = 'application/json'
request.body = "{\n  \"subject\": \"<string>\",\n  \"from_name\": \"<string>\",\n  \"from_email\": \"jsmith@example.com\",\n  \"inbox_id\": 123,\n  \"description\": \"<string>\",\n  \"description_html\": \"<string>\",\n  \"created_by_role\": \"associate\",\n  \"external_recipient_emails\": [\n    \"jsmith@example.com\"\n  ],\n  \"attachment_ids\": [\n    \"3c90c3cc-0d44-4b50-8888-8dd25736052a\"\n  ]\n}"

response = http.request(request)
puts response.read_body

{
  "id": 123,
  "public_id": "<string>",
  "inbox": {
    "id": 123,
    "name": "<string>",
    "email_prefix": "<string>"
  },
  "subject": "<string>",
  "from_name": "<string>",
  "from_email": "jsmith@example.com",
  "description": "<string>",
  "description_html": "<string>",
  "external_recipient_emails": [
    "jsmith@example.com"
  ]
}

Authorizations

X-Initdesk-Token

string

header

required

Path Parameters

organization_id

string

required

Body

subject

string

required

Required string length: 1 - 255

from_name

string

required

Required string length: 1 - 255

from_email

string<email>

required

Required string length: 1 - 254

inbox_id

integer

write-only

Optional inbox to route the new ticket. When omitted, the ticket is created in the organization's default inbox (is_default: true, typically named Main Inbox). Provide an inbox ID to target a specific mailbox; list available inboxes via the inboxes endpoint. Inbox-level settings (e.g. auto-reply) on the resolved inbox apply.

description

string

description_html

string

created_by_role

enum<string>

default:associate

write-only

Who is creating the ticket via the API. Affects initial status, waiting_on, and whether the customer receives a ticket-created email. associate: an authenticated agent creates the ticket on behalf of the requester (from_email); use for phone support or proactive outreach. Sets status to active, waiting_on to customer, and created_by_user to the authenticated user. Always sends a ticket-created email to the customer, even when inbox auto-reply is disabled. customer: the requester creates the ticket for themselves (self-service portal, app, or integration acting as the end user). Sets status to created, waiting_on to associate, and leaves created_by_user unset. Sends a ticket-created email only when the inbox has auto-reply enabled.

associate - Associate
customer - Customer

Available options:

associate,

customer

external_recipient_emails

string<email>[] | null

When provided as a list (empty or not), sets the ticket external CC list when CC email routing is enabled; omitted or null leaves it as the default empty list. The ticket requester (from_email) is always kept on the list.

Minimum string length: 1

attachment_ids

string<uuid>[]

write-only

List of pending attachment IDs to attach to the new ticket. Upload files via the organization pending-attachments endpoints before creating the ticket.

Response

integer

required

read-only

public_id

string

required

read-only

inbox

object

required

Show child attributes

subject

string

required

Maximum string length: 255

from_name

string

required

Maximum string length: 255

from_email

string<email>

required

Maximum string length: 254

description

string

description_html

string

external_recipient_emails

string<email>[] | null

Retrieve ticketReturn full ticket details for the given ticket ID. To retrieve its messages (replies and internal notes), use the `messages` endpoint.

Create ticket

curl --request POST \
  --url https://api.initdesk.com/organizations/{organization_id}/tickets/ \
  --header 'Content-Type: application/json' \
  --header 'X-Initdesk-Token: <api-key>' \
  --data '
{
  "subject": "<string>",
  "from_name": "<string>",
  "from_email": "jsmith@example.com",
  "inbox_id": 123,
  "description": "<string>",
  "description_html": "<string>",
  "created_by_role": "associate",
  "external_recipient_emails": [
    "jsmith@example.com"
  ],
  "attachment_ids": [
    "3c90c3cc-0d44-4b50-8888-8dd25736052a"
  ]
}
'

import requests

url = "https://api.initdesk.com/organizations/{organization_id}/tickets/"

payload = {
    "subject": "<string>",
    "from_name": "<string>",
    "from_email": "jsmith@example.com",
    "inbox_id": 123,
    "description": "<string>",
    "description_html": "<string>",
    "created_by_role": "associate",
    "external_recipient_emails": ["jsmith@example.com"],
    "attachment_ids": ["3c90c3cc-0d44-4b50-8888-8dd25736052a"]
}
headers = {
    "X-Initdesk-Token": "<api-key>",
    "Content-Type": "application/json"
}

response = requests.post(url, json=payload, headers=headers)

print(response.text)

const options = {
  method: 'POST',
  headers: {'X-Initdesk-Token': '<api-key>', 'Content-Type': 'application/json'},
  body: JSON.stringify({
    subject: '<string>',
    from_name: '<string>',
    from_email: 'jsmith@example.com',
    inbox_id: 123,
    description: '<string>',
    description_html: '<string>',
    created_by_role: 'associate',
    external_recipient_emails: ['jsmith@example.com'],
    attachment_ids: ['3c90c3cc-0d44-4b50-8888-8dd25736052a']
  })
};

fetch('https://api.initdesk.com/organizations/{organization_id}/tickets/', options)
  .then(res => res.json())
  .then(res => console.log(res))
  .catch(err => console.error(err));

<?php

$curl = curl_init();

curl_setopt_array($curl, [
  CURLOPT_URL => "https://api.initdesk.com/organizations/{organization_id}/tickets/",
  CURLOPT_RETURNTRANSFER => true,
  CURLOPT_ENCODING => "",
  CURLOPT_MAXREDIRS => 10,
  CURLOPT_TIMEOUT => 30,
  CURLOPT_HTTP_VERSION => CURL_HTTP_VERSION_1_1,
  CURLOPT_CUSTOMREQUEST => "POST",
  CURLOPT_POSTFIELDS => json_encode([
    'subject' => '<string>',
    'from_name' => '<string>',
    'from_email' => 'jsmith@example.com',
    'inbox_id' => 123,
    'description' => '<string>',
    'description_html' => '<string>',
    'created_by_role' => 'associate',
    'external_recipient_emails' => [
        'jsmith@example.com'
    ],
    'attachment_ids' => [
        '3c90c3cc-0d44-4b50-8888-8dd25736052a'
    ]
  ]),
  CURLOPT_HTTPHEADER => [
    "Content-Type: application/json",
    "X-Initdesk-Token: <api-key>"
  ],
]);

$response = curl_exec($curl);
$err = curl_error($curl);

curl_close($curl);

if ($err) {
  echo "cURL Error #:" . $err;
} else {
  echo $response;
}

package main

import (
	"fmt"
	"strings"
	"net/http"
	"io"
)

func main() {

	url := "https://api.initdesk.com/organizations/{organization_id}/tickets/"

	payload := strings.NewReader("{\n  \"subject\": \"<string>\",\n  \"from_name\": \"<string>\",\n  \"from_email\": \"jsmith@example.com\",\n  \"inbox_id\": 123,\n  \"description\": \"<string>\",\n  \"description_html\": \"<string>\",\n  \"created_by_role\": \"associate\",\n  \"external_recipient_emails\": [\n    \"jsmith@example.com\"\n  ],\n  \"attachment_ids\": [\n    \"3c90c3cc-0d44-4b50-8888-8dd25736052a\"\n  ]\n}")

	req, _ := http.NewRequest("POST", url, payload)

	req.Header.Add("X-Initdesk-Token", "<api-key>")
	req.Header.Add("Content-Type", "application/json")

	res, _ := http.DefaultClient.Do(req)

	defer res.Body.Close()
	body, _ := io.ReadAll(res.Body)

	fmt.Println(string(body))

}

HttpResponse<String> response = Unirest.post("https://api.initdesk.com/organizations/{organization_id}/tickets/")
  .header("X-Initdesk-Token", "<api-key>")
  .header("Content-Type", "application/json")
  .body("{\n  \"subject\": \"<string>\",\n  \"from_name\": \"<string>\",\n  \"from_email\": \"jsmith@example.com\",\n  \"inbox_id\": 123,\n  \"description\": \"<string>\",\n  \"description_html\": \"<string>\",\n  \"created_by_role\": \"associate\",\n  \"external_recipient_emails\": [\n    \"jsmith@example.com\"\n  ],\n  \"attachment_ids\": [\n    \"3c90c3cc-0d44-4b50-8888-8dd25736052a\"\n  ]\n}")
  .asString();

require 'uri'
require 'net/http'

url = URI("https://api.initdesk.com/organizations/{organization_id}/tickets/")

http = Net::HTTP.new(url.host, url.port)
http.use_ssl = true

request = Net::HTTP::Post.new(url)
request["X-Initdesk-Token"] = '<api-key>'
request["Content-Type"] = 'application/json'
request.body = "{\n  \"subject\": \"<string>\",\n  \"from_name\": \"<string>\",\n  \"from_email\": \"jsmith@example.com\",\n  \"inbox_id\": 123,\n  \"description\": \"<string>\",\n  \"description_html\": \"<string>\",\n  \"created_by_role\": \"associate\",\n  \"external_recipient_emails\": [\n    \"jsmith@example.com\"\n  ],\n  \"attachment_ids\": [\n    \"3c90c3cc-0d44-4b50-8888-8dd25736052a\"\n  ]\n}"

response = http.request(request)
puts response.read_body

{
  "id": 123,
  "public_id": "<string>",
  "inbox": {
    "id": 123,
    "name": "<string>",
    "email_prefix": "<string>"
  },
  "subject": "<string>",
  "from_name": "<string>",
  "from_email": "jsmith@example.com",
  "description": "<string>",
  "description_html": "<string>",
  "external_recipient_emails": [
    "jsmith@example.com"
  ]
}