Ticketing APIs

Create Ticket (POST) Endpoint

Swagger Documentation Link

Update Ticket (PATCH) Endpoint

Swagger Documentation Link

When using this external API endpoint, there are some important formatting considerations when defining and updating custom fields.

Custom Field Name

Use the custom field name with proper casing and spaces in the request, e.g. "Account Priority Level".

Custom Field Type

Checkbox

"custom_fields": {       "custom field name": [
     "option1",
     "option2"
  ] }

Any Single Select Options (dropdown, radio, boolean, single-line text)

"custom_fields": {   "custom field name": "value text" }

Numeric

"custom_fields": {   "custom field name": 42 }

Dependent Fields

Below is an example request where the dependent field is nested under the parent custom field in the request.

"custom_fields": {   "parent_field": {
     "value": "Blue",
     "dependent_fields": {
        "child_field": [
           "Navy",
           "Turquoise"
        ]
     }       }

Example Request with All Types

"custom_fields": {
  "text_field": "some text",
  "numeric_field": 42,
  "multi_select": [
     "option1",
     "option2"
  ],
  "cleared_field": null,
  "parent_field": {
     "value": "Blue",
     "dependent_fields": {
       "child_field": [
         "Navy",
         "Turquoise"
       ],
       "another_child": null
     }       }   }

Helpdesk APIs in App Center - Custom Fields

To submit a custom field using the App Center Helpdesk API endpoints, custom fields must be formatted as the following per data type:

"parameters": {
    "Checkbox custom field": "[\"Value 1\",\"Value 2\"]",
    "Datetime custom field": "2022-07-30T01:39:01.000Z",
    "Decimal custom field": "-1.2",
    "Dropdown custom field": "Value 2",
    "Numeric custom field": "22",
    "Radio custom field": "Option 3",
    "Text custom field": "Test"
},