Ticket

{
  "$schema": "https://json-schema.org/draft/2020-12/schema",
  "$id": "#/components/schemas/Ticket",
  "title": "Ticket",
  "type": "object",
  "description": "Serializer mixin that handles tags for objects.",
  "properties": {
    "id": {
      "type": "string",
      "format": "uuid",
      "readOnly": true
    },
    "ticket_number": {
      "type": "integer",
      "readOnly": true
    },
    "channel_source": {
      "allOf": [
        {
          "$ref": "#/components/schemas/ChannelSourceEnum"
        }
      ],
      "readOnly": true
    },
    "channel_detail": {
      "readOnly": true,
      "nullable": true,
      "oneOf": [
        {
          "$ref": "#/components/schemas/ChannelDetailEnum"
        },
        {
          "$ref": "#/components/schemas/NullEnum"
        }
      ]
    },
    "distinct_id": {
      "type": "string",
      "readOnly": true
    },
    "status": {
      "allOf": [
        {
          "$ref": "#/components/schemas/TicketStatusEnum"
        }
      ],
      "description": "Ticket status: new, open, pending, on_hold, or resolved\n\n* `new` - New\n* `open` - Open\n* `pending` - Pending\n* `on_hold` - On hold\n* `resolved` - Resolved"
    },
    "priority": {
      "nullable": true,
      "description": "Ticket priority: low, medium, or high. Null if unset.\n\n* `low` - Low\n* `medium` - Medium\n* `high` - High",
      "oneOf": [
        {
          "$ref": "#/components/schemas/PriorityEnum"
        },
        {
          "$ref": "#/components/schemas/BlankEnum"
        },
        {
          "$ref": "#/components/schemas/NullEnum"
        }
      ]
    },
    "assignee": {
      "allOf": [
        {
          "$ref": "#/components/schemas/TicketAssignment"
        }
      ],
      "readOnly": true
    },
    "anonymous_traits": {
      "description": "Customer-provided traits such as name and email"
    },
    "ai_resolved": {
      "type": "boolean"
    },
    "escalation_reason": {
      "type": "string",
      "nullable": true
    },
    "created_at": {
      "type": "string",
      "format": "date-time",
      "readOnly": true
    },
    "updated_at": {
      "type": "string",
      "format": "date-time",
      "readOnly": true
    },
    "message_count": {
      "type": "integer",
      "readOnly": true
    },
    "last_message_at": {
      "type": "string",
      "format": "date-time",
      "readOnly": true,
      "nullable": true
    },
    "last_message_text": {
      "type": "string",
      "readOnly": true,
      "nullable": true
    },
    "unread_team_count": {
      "type": "integer",
      "readOnly": true
    },
    "unread_customer_count": {
      "type": "integer",
      "readOnly": true
    },
    "session_id": {
      "type": "string",
      "readOnly": true,
      "nullable": true
    },
    "session_context": {
      "readOnly": true
    },
    "sla_due_at": {
      "type": "string",
      "format": "date-time",
      "nullable": true,
      "description": "SLA deadline set via workflows. Null means no SLA."
    },
    "snoozed_until": {
      "type": "string",
      "format": "date-time",
      "nullable": true
    },
    "slack_channel_id": {
      "type": "string",
      "readOnly": true,
      "nullable": true
    },
    "slack_thread_ts": {
      "type": "string",
      "readOnly": true,
      "nullable": true
    },
    "slack_team_id": {
      "type": "string",
      "readOnly": true,
      "nullable": true
    },
    "email_subject": {
      "type": "string",
      "readOnly": true,
      "nullable": true
    },
    "email_from": {
      "type": "string",
      "format": "email",
      "readOnly": true,
      "nullable": true
    },
    "email_to": {
      "type": "string",
      "nullable": true,
      "readOnly": true
    },
    "cc_participants": {
      "readOnly": true
    },
    "person": {
      "allOf": [
        {
          "$ref": "#/components/schemas/TicketPerson"
        }
      ],
      "readOnly": true,
      "nullable": true
    },
    "tags": {
      "type": "array",
      "items": {}
    }
  },
  "required": [
    "assignee",
    "cc_participants",
    "channel_detail",
    "channel_source",
    "created_at",
    "distinct_id",
    "email_from",
    "email_subject",
    "email_to",
    "id",
    "last_message_at",
    "last_message_text",
    "message_count",
    "person",
    "session_context",
    "session_id",
    "slack_channel_id",
    "slack_team_id",
    "slack_thread_ts",
    "ticket_number",
    "unread_customer_count",
    "unread_team_count",
    "updated_at"
  ]
}