Reply or create internal note

curl --request POST \
  --url https://api.initdesk.com/organizations/{organization_id}/tickets/{ticket_id}/messages/ \
  --header 'Content-Type: application/json' \
  --header 'X-Initdesk-Token: <api-key>' \
  --data '
{
  "next_assignee_id": 123,
  "content": "<string>",
  "content_html": "<string>",
  "is_visible_to_customer": true,
  "external_recipient_emails": [
    "jsmith@example.com"
  ],
  "bcc_recipient_emails": [
    "jsmith@example.com"
  ],
  "attachment_ids": [
    "3c90c3cc-0d44-4b50-8888-8dd25736052a"
  ]
}
'

import requests

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

payload = {
    "next_assignee_id": 123,
    "content": "<string>",
    "content_html": "<string>",
    "is_visible_to_customer": True,
    "external_recipient_emails": ["jsmith@example.com"],
    "bcc_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({
    next_assignee_id: 123,
    content: '<string>',
    content_html: '<string>',
    is_visible_to_customer: true,
    external_recipient_emails: ['jsmith@example.com'],
    bcc_recipient_emails: ['jsmith@example.com'],
    attachment_ids: ['3c90c3cc-0d44-4b50-8888-8dd25736052a']
  })
};

fetch('https://api.initdesk.com/organizations/{organization_id}/tickets/{ticket_id}/messages/', 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/{ticket_id}/messages/",
  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([
    'next_assignee_id' => 123,
    'content' => '<string>',
    'content_html' => '<string>',
    'is_visible_to_customer' => true,
    'external_recipient_emails' => [
        'jsmith@example.com'
    ],
    'bcc_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/{ticket_id}/messages/"

	payload := strings.NewReader("{\n  \"next_assignee_id\": 123,\n  \"content\": \"<string>\",\n  \"content_html\": \"<string>\",\n  \"is_visible_to_customer\": true,\n  \"external_recipient_emails\": [\n    \"jsmith@example.com\"\n  ],\n  \"bcc_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/{ticket_id}/messages/")
  .header("X-Initdesk-Token", "<api-key>")
  .header("Content-Type", "application/json")
  .body("{\n  \"next_assignee_id\": 123,\n  \"content\": \"<string>\",\n  \"content_html\": \"<string>\",\n  \"is_visible_to_customer\": true,\n  \"external_recipient_emails\": [\n    \"jsmith@example.com\"\n  ],\n  \"bcc_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/{ticket_id}/messages/")

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  \"next_assignee_id\": 123,\n  \"content\": \"<string>\",\n  \"content_html\": \"<string>\",\n  \"is_visible_to_customer\": true,\n  \"external_recipient_emails\": [\n    \"jsmith@example.com\"\n  ],\n  \"bcc_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,
  "author": {
    "id": 123,
    "email": "jsmith@example.com",
    "profile_picture_url": "<string>",
    "name": "<string>"
  },
  "role": "customer",
  "sender": {
    "email": "jsmith@example.com",
    "name": "<string>",
    "user_id": 123,
    "profile_picture": "<string>"
  },
  "next_assignee": {
    "id": 123,
    "email": "jsmith@example.com",
    "profile_picture_url": "<string>",
    "name": "<string>"
  },
  "next_priority": "not_set",
  "kind": "text",
  "has_raw_content": true,
  "created_at": "2023-11-07T05:31:56Z",
  "updated_at": "2023-11-07T05:31:56Z",
  "delivery_status": "pending",
  "sent_at": "2023-11-07T05:31:56Z",
  "read_at": "2023-11-07T05:31:56Z",
  "failed_at": "2023-11-07T05:31:56Z",
  "delivery_failure_reason": "<string>",
  "merged_from_ticket": {
    "id": 123,
    "public_id": "<string>",
    "subject": "<string>"
  },
  "attachments": [
    {
      "id": "3c90c3cc-0d44-4b50-8888-8dd25736052a",
      "name": "<string>",
      "size": 123,
      "content_type": "<string>",
      "download_url": "<string>"
    }
  ],
  "next_action": "",
  "content": "<string>",
  "content_html": "<string>",
  "is_visible_to_customer": true,
  "external_recipient_emails": [
    "jsmith@example.com"
  ],
  "bcc_recipient_emails": [
    "jsmith@example.com"
  ]
}

{
  "detail": "<string>",
  "code": "whatsapp_window_closed_attachments_only"
}

Reply or create internal note

Add a reply or internal note to the ticket. For customer-visible replies, optional external_recipient_emails sets CC recipients for that message; omit or null to reuse CC recipients from the previous customer-visible message or from ticket creation. Internal notes ignore this field. Optional attachment_ids claims files previously uploaded via POST .../tickets/{ticket_id}/attachments/ (see Tickets tag for the upload flow). A channel may reject a customer-visible reply with 400 {detail, code}. WhatsApp uses whatsapp_window_closed_no_template and whatsapp_window_closed_attachments_only.

POST

organizations

{organization_id}

tickets

{ticket_id}

messages

Reply or create internal note

curl --request POST \
  --url https://api.initdesk.com/organizations/{organization_id}/tickets/{ticket_id}/messages/ \
  --header 'Content-Type: application/json' \
  --header 'X-Initdesk-Token: <api-key>' \
  --data '
{
  "next_assignee_id": 123,
  "content": "<string>",
  "content_html": "<string>",
  "is_visible_to_customer": true,
  "external_recipient_emails": [
    "jsmith@example.com"
  ],
  "bcc_recipient_emails": [
    "jsmith@example.com"
  ],
  "attachment_ids": [
    "3c90c3cc-0d44-4b50-8888-8dd25736052a"
  ]
}
'

import requests

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

payload = {
    "next_assignee_id": 123,
    "content": "<string>",
    "content_html": "<string>",
    "is_visible_to_customer": True,
    "external_recipient_emails": ["jsmith@example.com"],
    "bcc_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({
    next_assignee_id: 123,
    content: '<string>',
    content_html: '<string>',
    is_visible_to_customer: true,
    external_recipient_emails: ['jsmith@example.com'],
    bcc_recipient_emails: ['jsmith@example.com'],
    attachment_ids: ['3c90c3cc-0d44-4b50-8888-8dd25736052a']
  })
};

fetch('https://api.initdesk.com/organizations/{organization_id}/tickets/{ticket_id}/messages/', 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/{ticket_id}/messages/",
  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([
    'next_assignee_id' => 123,
    'content' => '<string>',
    'content_html' => '<string>',
    'is_visible_to_customer' => true,
    'external_recipient_emails' => [
        'jsmith@example.com'
    ],
    'bcc_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/{ticket_id}/messages/"

	payload := strings.NewReader("{\n  \"next_assignee_id\": 123,\n  \"content\": \"<string>\",\n  \"content_html\": \"<string>\",\n  \"is_visible_to_customer\": true,\n  \"external_recipient_emails\": [\n    \"jsmith@example.com\"\n  ],\n  \"bcc_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/{ticket_id}/messages/")
  .header("X-Initdesk-Token", "<api-key>")
  .header("Content-Type", "application/json")
  .body("{\n  \"next_assignee_id\": 123,\n  \"content\": \"<string>\",\n  \"content_html\": \"<string>\",\n  \"is_visible_to_customer\": true,\n  \"external_recipient_emails\": [\n    \"jsmith@example.com\"\n  ],\n  \"bcc_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/{ticket_id}/messages/")

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  \"next_assignee_id\": 123,\n  \"content\": \"<string>\",\n  \"content_html\": \"<string>\",\n  \"is_visible_to_customer\": true,\n  \"external_recipient_emails\": [\n    \"jsmith@example.com\"\n  ],\n  \"bcc_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,
  "author": {
    "id": 123,
    "email": "jsmith@example.com",
    "profile_picture_url": "<string>",
    "name": "<string>"
  },
  "role": "customer",
  "sender": {
    "email": "jsmith@example.com",
    "name": "<string>",
    "user_id": 123,
    "profile_picture": "<string>"
  },
  "next_assignee": {
    "id": 123,
    "email": "jsmith@example.com",
    "profile_picture_url": "<string>",
    "name": "<string>"
  },
  "next_priority": "not_set",
  "kind": "text",
  "has_raw_content": true,
  "created_at": "2023-11-07T05:31:56Z",
  "updated_at": "2023-11-07T05:31:56Z",
  "delivery_status": "pending",
  "sent_at": "2023-11-07T05:31:56Z",
  "read_at": "2023-11-07T05:31:56Z",
  "failed_at": "2023-11-07T05:31:56Z",
  "delivery_failure_reason": "<string>",
  "merged_from_ticket": {
    "id": 123,
    "public_id": "<string>",
    "subject": "<string>"
  },
  "attachments": [
    {
      "id": "3c90c3cc-0d44-4b50-8888-8dd25736052a",
      "name": "<string>",
      "size": 123,
      "content_type": "<string>",
      "download_url": "<string>"
    }
  ],
  "next_action": "",
  "content": "<string>",
  "content_html": "<string>",
  "is_visible_to_customer": true,
  "external_recipient_emails": [
    "jsmith@example.com"
  ],
  "bcc_recipient_emails": [
    "jsmith@example.com"
  ]
}

{
  "detail": "<string>",
  "code": "whatsapp_window_closed_attachments_only"
}

Authorizations

X-Initdesk-Token

string

header

required

Path Parameters

ticket_id

string

required

organization_id

string

required

Pattern: ^[-a-zA-Z0-9_]+$

Body

next_assignee_id

integer | null

write-only

next_action

enum<string>

`` - (none)
close_and_mark_resolved - Close and Mark Resolved
close_and_mark_invalid - Close and Mark Invalid
close_and_mark_customer_inactivity - Close and Mark Customer Inactivity
reopen_waiting_customer - Reopen Waiting Customer
reopen_waiting_associate - Reopen Waiting Associate
close_and_mark_other - Close and Mark Other
report_spam - Report Spam
remove_from_spam - Remove from Spam

Available options:

close_and_mark_resolved,

close_and_mark_invalid,

close_and_mark_customer_inactivity,

reopen_waiting_customer,

reopen_waiting_associate,

close_and_mark_other,

report_spam,

remove_from_spam

content

string

content_html

string

is_visible_to_customer

boolean

external_recipient_emails

string<email>[] | null

On create with CC email routing: for customer-visible messages, a list (empty or not) sets this message's external CC snapshot only; the ticket row is not updated. Omitted or null copies the last customer-visible message's snapshot, or the ticket's creation-time list if none. Internal messages (not visible to customer) always store an empty list; this field is ignored for them. The ticket requester is always kept when a list is sent. On read: snapshot stored on this message.

Minimum string length: 1

bcc_recipient_emails

string<email>[] | null

On create with CC email routing: for customer-visible messages, optional BCC list for this send only (SMTP Bcc). Omitted, null, or empty means no BCC — prior message BCC is never carried forward. Internal messages and orgs without CC routing always store an empty list. Cannot overlap the requester (To) or this message's CC list. On read: audit snapshot.

Minimum string length: 1

attachment_ids

string<uuid>[]

write-only

List of attachment IDs to associate with this message.

Response

integer

required

read-only

author

object | null

required

Legacy author object; may be deprecated for display in a future API version in favor of sender.

Show child attributes

role

enum<string>

required

read-only

customer - Customer
cc - Cc
associate - Associate
system - System

Available options:

customer,

cc,

associate,

system

sender

object

required

Who sent the message. Shape is one of the MessageSender variants in the schema; use top-level role to select it. Each variant includes nullable profile_picture for that author only. null when role is system, or for associate without author.

Option 1
Option 2
Option 3

Show child attributes

next_assignee

object | null

required

Show child attributes

next_priority

enum<string> | null

required

read-only

Priority this message sets on the ticket. Null means no change.

not_set - No priority
low - Low
medium - Medium
high - High
urgent - Urgent

Available options:

not_set,

low,

medium,

high,

urgent,

null

kind

enum<string>

required

read-only

Message body kind. text or audio. audio: transcript lives in content; empty content means pending STT; content_html stays empty.

text - Text
audio - Audio

Available options:

text,

audio

has_raw_content

boolean

required

read-only

True when message raw content is available for see-entire-message.

created_at

string<date-time>

required

read-only

updated_at

string<date-time>

required

read-only

delivery_status

enum<string> | null

required

read-only

Consolidated outbound delivery state. Null when not applicable (inbound, internal notes, or pre-rollout messages).

pending - Pending
sent - Sent
read - Read
failed - Failed

Available options:

pending,

sent,

read,

failed,

null

sent_at

string<date-time> | null

required

read-only

When the message was first handed to the delivery platform (email, WhatsApp, or Telegram). Null until sent or read.

read_at

string<date-time> | null

required

read-only

When a read receipt was observed. Null until read; may be best-effort depending on channel.

failed_at

string<date-time> | null

required

read-only

When delivery permanently failed. Null until failed.

delivery_failure_reason

string

required

read-only

Short diagnostic for failed delivery. Content is unstable and must not be branched on in client code.

merged_from_ticket

object | null

required

Ticket this message was originally created on, when a merge moved it here. Null for messages created on this ticket.

Show child attributes

attachments

object[]

required

read-only

Show child attributes

next_action

enum<string>

`` - (none)
close_and_mark_resolved - Close and Mark Resolved
close_and_mark_invalid - Close and Mark Invalid
close_and_mark_customer_inactivity - Close and Mark Customer Inactivity
reopen_waiting_customer - Reopen Waiting Customer
reopen_waiting_associate - Reopen Waiting Associate
close_and_mark_other - Close and Mark Other
report_spam - Report Spam
remove_from_spam - Remove from Spam

Available options:

close_and_mark_resolved,

close_and_mark_invalid,

close_and_mark_customer_inactivity,

reopen_waiting_customer,

reopen_waiting_associate,

close_and_mark_other,

report_spam,

remove_from_spam

content

string

content_html

string

is_visible_to_customer

boolean

external_recipient_emails

string<email>[] | null

bcc_recipient_emails

string<email>[] | null