Create comment

Creates a comment for a specific ticket.

POST /tickets/{ticket_id}/comments

Create a comment for a ticket

cURL

curl --request POST \
  --url https://{your-subdomain}.neetodesk.com/api/external/v2/tickets/{ticket_id}/comments \
  --header 'Content-Type: application/json' \
  --header 'X-Api-Key: <x-api-key>' \
  --data '
{
  "author_email": "[e-mail]",
  "content": "We are looking into the issue.",
  "author_type": "customer",
  "comment_type": "note",
  "created_at": "2021-06-09T12:00:00Z",
  "message_id": "[e-mail]",
  "attachments": [
    "eyJfcmFpbHMiOnsiZGF0YSI6IjEyMyJ9fQ=="
  ],
  "mentions": [
    {
      "email": "[e-mail]"
    }
  ]
}
'

201

{
  "comment": {
    "id": "aaaabbbb-cccc-dddd-eeee-ffff00002222",
    "created_at": "2023-11-07T05:31:56Z",
    "comment_type": "reply",
    "content": "We are looking into the issue and will update you shortly.",
    "author": {
      "id": "aaaabbbb-cccc-dddd-eeee-ffff00001111",
      "name": "Oliver Smith",
      "email": "[e-mail]",
      "type": "user"
    },
    "attachments": [
      {
        "id": "aaaabbbb-cccc-dddd-eeee-ffff00003333",
        "url": "https://example.com/attachments/screenshot.png",
        "filename": "screenshot.png"
      }
    ],
    "mentions": [
      {
        "id": "aaaabbbb-cccc-dddd-eeee-ffff00005555",
        "name": "Daniel Kuhlman",
        "email": "[e-mail]"
      }
    ]
  }
}

Replace {your-subdomain} with your workspace’s subdomain.
Learn how to find your subdomain in Workspace subdomain.

Headers

X-Api-Key · string · default: your-api-key · required

Use the X-Api-Key header to provide your workspace API key. Refer to Authentication for more information.

Path Parameters

ticket_id · string · required

ID of the ticket. You can use either the ticket ID (UUID) or ticket number (sequential number) interchangeably. Refer to Getting Ticket ID section for detailed instructions.

Body

application/json

author_email · string · required

Email address to attribute the comment to. Matching is case-insensitive. How it resolves depends on author_type:

• agent — matches an existing team member only. A team member is never created, because that would mean a seat, an invitation and a billing change. An unknown address is rejected.
• customer — matches an existing customer, and creates one if there is none. This is what an import uses, since a historical thread is full of people who have since left.
• omitted — matches an existing team member, then an existing customer, and creates nothing. An unknown address is rejected.

Example:

"[e-mail]"

content · string · required

Content for the comment.

Example:

"We are looking into the issue."

author_type · enum<string>

Which kind of author author_email refers to, for addresses that could be either. Also the switch that allows a customer to be created on demand; see author_email.

Available options: agent, customer

Example:

"customer"

comment_type · enum<string>

The type of the comment. Defaults to reply.

Available options: reply, note

Example:

"note"

created_at · string<date-time>

Original time the comment was written, for importing a historical thread. ISO 8601. The ticket's updated_at becomes the later of its current value and this date, so posting a thread in order leaves the ticket dated by its newest comment and posting one out of order never drags it backwards. A value that cannot be parsed is rejected.

Example:

"2021-06-09T12:00:00Z"

message_id · string

Caller-supplied identifier, unique per ticket. Posting the same message_id twice returns the comment already created rather than a duplicate, which makes an interrupted import safe to re-run. The repeat also answers 201, so a re-run cannot be told apart from a first write by status code alone.

Example:

"[e-mail]"

attachments · string[]

Signed ids returned by Upload attachment. A signed id minted in another workspace is rejected. Attachments are all-or-nothing: if any id in the array is unknown, malformed or from another workspace, the whole request fails and no comment is created.

Example:

["eyJfcmFpbHMiOnsiZGF0YSI6IjEyMyJ9fQ=="]

mentions · object[]

Optional list of users to mention in the comment. Mentions are only supported when comment_type is note. For inline placement, include @Full Name for each mentioned user in content.

Hide child attributes

mentions. email · string · required

Email address of the user to mention. The user must be active in the same organization.

Example:

"[e-mail]"

Response

201 - application/json

Created - Comment created successfully

comment · object

Hide child attributes

comment. id · string

Example:

"aaaabbbb-cccc-dddd-eeee-ffff00002222"

comment. created_at · string<date-time>

comment. comment_type · string

Example:

"reply"

comment. content · string

Example:

"We are looking into the issue and will update you shortly."

comment. author · object

Hide child attributes

comment.author. id · string

Example:

"aaaabbbb-cccc-dddd-eeee-ffff00001111"

comment.author. name · string

Example:

"Oliver Smith"

comment.author. email · string

Example:

"[e-mail]"

comment.author. type · string

Example:

"user"

comment. attachments · object[]

Hide child attributes

comment.attachments. id · string

Example:

"aaaabbbb-cccc-dddd-eeee-ffff00003333"

comment.attachments. url · string

Example:

"https://example.com/attachments/screenshot.png"

comment.attachments. filename · string

Example:

"screenshot.png"

comment. mentions · object[]

Hide child attributes

comment.mentions. id · string

Example:

"aaaabbbb-cccc-dddd-eeee-ffff00005555"

comment.mentions. name · string

Example:

"Daniel Kuhlman"

comment.mentions. email · string<email>

Example:

"[e-mail]"