Unified Ticketing API

Accounts

Accounts represent the companies or organizations that you are in contact with. Accounts have one or more Contacts associated with them.

Attachments

Attachments are the files associated with a ticket or a comment.

Collections

Tickets and contacts can be grouped into Collections. Collection resource usually maps to the various grouping systems used in the underlying product. Some examples are lists, projects, epics, etc. You can differentiate between these grouping systems using the type attribute of a Collection.

Comments

Comments represent the communication happening on a Ticket, both between a User and a Contact and the internal things like notes, private comments, etc. A Ticket can have one or more Comments.

Contacts

Contact represent the external people you are in contact with. These could be customers, leads, etc. Contacts can be associated with an Account if the underlying product supports it.

Fields

Fields represent the attributes defined for various entities in the underlying product. Depending on the underlying product, custom attributes can be defined by a User on various entities like Ticket, Contact, etc. is_user_defined attribute within Field can be used to differentiate between custom and system defined Fields.

Organizations

Organization represents the company or the entity using the ticketing system. An Organization can have one or more Workspaces and Users.

Tags

Tags represent a common classification approach used in various ticketing systems. A Ticket may have one or more Tags associated with them.

Task Lists

Task Lists represent a collection of Tasks on a Ticket.

Tasks

Task represent a smaller subdivision of a Ticket, which could be the list of things to do in a Ticket.

Teams

Teams represent the grouping system used for Users. These are usually called groups, teams, agent groups, etc. in the underlying products. A User can belong to one or more Teams.

Ticket Priorities

Ticket Priorities represent the intended order in which the Tickets should be worked on. Some products provide customizing the Ticket Priorities.

Ticket Status

Ticket Status represents the completion level of the Ticket. Some products provide customizing the Ticket Status.

Ticket Types

Ticket Types represent the classification system used by the underlying products for Tickets. Some examples are bugs, feature, incident, etc.

Tickets

Core resource which represents some work that needs to be carried out. Tickets are usually mapped to issues, tasks, work items, etc. depending on the underlying product.

Users

Users represent the people using the underlying ticketing system. They are usually called agents, team members, admins, etc.

Workspaces

Workspaces represent the top-level subdivision in a ticketing system. They usually have their own set of settings, tickets, statuses, priorities and users. Some of the usual terminologies used by the products for the top-level subdivision are projects, bases, spaces, workspace, etc. A Workspace could belong to an Organization.