Action Endpoints

Actions

Endpoints for creating, retrieving, and managing ticket actions (notes, emails, time entries, and status changes), as well as canned text (saved reply templates).

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Actions

GET /Actions

Summary: List of Actions

Description: Returns multiple Actions. Requires authentication.

Query Parameters:

Name	Type	Description
ticket_id	integer	The ID of the Ticket to get actions for.
actoutcome	string	Filter on the name of the action outcome.
actoutcomenum	integer	Filter on the system field ID of the outcome.
agentonly	boolean	Only get actions done by Agents.
conversationonly	boolean	Only get actions relating to the Agent to End User conversation.
count	integer	Number of actions to return in the response.
startdate	string	Actions occurring after this date.
enddate	string	Actions occurring before this date.
datesearch	string	Date search parameter.
excludebilling	boolean	Exclude actions associated with billing (e.g. Send Invoice by Email).
excludehiddenfrominternalit	boolean	Exclude actions marked as hidden from Agents with Client Group set.
excludeprivate	boolean	Only get public actions.
excludesys	boolean	Exclude system actions.
importantonly	boolean	Only get important actions.
importanttop	boolean	Order response with important actions first.
includeagentdetails	boolean	Include agent details in the response.
includeattachments	boolean	Include attachment details in the response.
includehtmlemail	boolean	Include the action email HTML in the response.
includehtmlnote	boolean	Include the action note HTML in the response.
includetranslations	boolean	Include the translation count in the response.
includetwitterfields	boolean	Include Twitter fields in the response.
includefacebookfields	boolean	Include Facebook fields in the response.
includenonactionattachments	boolean	Include non-action attachments.
intraticketonly	boolean	Get actions that are part of the intra-ticket conversation.
ischildnotes	boolean	Only get actions from child tickets.
isrelatednotes	boolean	Only get actions from related tickets.
slaonly	boolean	Only get SLA hold and release actions.
supplieronly	boolean	Only get actions relating to Suppliers.
timeentriesonly	boolean	Only get time entry actions.

Response 200: Actions_View

Property	Type	Description
ticket_id	integer	The ticket these actions belong to.
page_no	integer	Current page number.
page_size	integer	Number of records per page.
record_count	integer	Total number of records.
actions	array of Actions_List	Summarized action records.
actionsdetails	array of Actions	Full action detail records.

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POST /Actions

Summary: Create or update Actions

Description: Accepts an array of Actions objects to create or update.

Request Body: Array of Actions objects (see schema below).

Response 201: Single Actions object representing the created action.

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GET /Actions/{id}

Summary: Get one Action

Description: Returns a single Action instance by its ID. Requires authentication.

Path Parameters:

Name	Type	Required	Description
id	integer	Yes	The ID of the Action to retrieve.

Query Parameters:

Name	Type	Description
ticket_id	integer	The ID of the Ticket to get the action for.
agentonly	boolean	Only get actions done by Agents.
emailonly	boolean	Only get email actions.
includedetails	boolean	Include extra objects in the response.
includeemail	boolean	Include the plain text and HTML email body in the response.
mostrecent	boolean	Get the most recent action on the ticket instead of this ID.
nonsystem	boolean	Only get non-system actions.
penultimate	boolean	Only get actions that are not the most recent.

Response 200: Actions object.

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DELETE /Actions/{id}

Summary: Delete an Action

Path Parameters:

Name	Type	Required	Description
id	integer	Yes	The ID of the Action to delete.

Response 200: OK

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POST /Actions/reaction

Summary: Add a reaction to an action

Request Body: ActionReaction object

ActionReaction Schema:

Property	Type	Description
ticket_id	integer	The ticket the action belongs to.
action_number	integer	The action number to react to.
agent_id	integer	The agent adding the reaction.
timestamp	string (date-time)	When the reaction was added.
type	string	The reaction type (e.g. emoji identifier).

Response 200: OK

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POST /Actions/Review

Summary: Mark actions as reviewed

Request Body: Array of Actions objects to mark as reviewed.

Response 200: OK

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Actions Schema

The Actions schema is the core object used for creating and reading ticket actions. Key fields are grouped below by category.

Core Fields:

Property	Type	Description
id	integer	Action ID.
ticket_id	integer	The associated ticket's ID.
outcome	string	The action outcome name.
outcome_id	integer	The action outcome ID.
action_systemid	integer	System-defined action type ID.
datetime	string (date-time)	When the action occurred.
last_updated	string (date-time)	When the action was last updated.
actiondatecreated	string (date-time)	When the action record was created.
note	string	The plain-text note body.
note_html	string	The HTML note body (returned when includehtmlnote=true).
important	boolean	Whether the action is marked as important.
hiddenfromuser	boolean	Whether the action is hidden from the end user.
private_note	string	A private note visible only to agents.

Who Performed the Action:

Property	Type	Description
who_type	integer	0 = Agent, 1 = End User, etc.
who_agentid	integer	ID of the agent who performed the action.
who_initials	string	Display initials of the actor.
who_colour	string	Avatar colour for the actor.
who_imgpath	string	Avatar image path for the actor.
who_onlinestatus	integer	Online status of the actor.
actionby_agent_id	integer	Agent ID who performed the action (may differ from who_agentid).
actionby_user_id	integer	User ID who performed the action.
on_behalf_of	integer	User ID the action was performed on behalf of.
on_behalf_of_name	string	Display name for on-behalf-of user.

Email Fields:

Property	Type	Description
emailfrom	string	From email address.
emailto	string	To email address.
emailtonew	string	Parsed/new to address.
emailcc	string	CC email address.
emailccnew	string	Parsed/new CC address.
emailsubject	string	Email subject line.
emailbody	string	Plain text email body.
emailbody_html	string	HTML email body.
emaildirection	string	Direction of email (inbound/outbound).
email_message_id	string	The email Message-ID header value.
sendemail	boolean	Whether to send an email for this action.
email_status	integer	Email delivery status code.
emailimportance	string	Email importance header value.
dateemailed	string (date-time)	When the email was sent.
replytoaddress	string	Reply-to email address.
from_mailbox_id	integer	Mailbox ID the action came from.

Time & Billing Fields:

Property	Type	Description
timetaken	number	Time taken in hours.
timetakendays	number	Time taken in days.
timetakenadjusted	number	Adjusted time taken.
nonbilltime	number	Non-billable time in hours.
traveltime	number	Travel time in hours.
mileage	number	Mileage recorded.
actisbillable	boolean	Whether this action is billable.
chargerate	integer	Charge rate ID for this action.
action_contract_id	integer	Contract ID associated with this action.
action_contract_ref	string	Contract reference string.
actionchargehours	number	Charged hours.
actionchargeamount	number	Charged amount.
actionnonchargehours	number	Non-charged hours.
actionnonchargeamount	number	Non-charged amount.
actionprepayhours	number	Prepay hours used.
actionprepayamount	number	Prepay amount used.
actioninvoicenumber	string	Invoice number this action billed to.
invoice_id	integer	Invoice record ID.