Getting all ticket properties

This method allows you to return all information about a ticket by searching by it's reference.




This method can be accessed by account tokens and user tokens where the associated user has access to the tickets UI.

Supported Parameters

  • ticket - the reference for the ticket you wish to loookup
  • timers - whether or not to include ticket timers in the response data (defaults to not including them, send 1 to include them)
  • mark_as_read - whether or not to mark all notifications regarding this ticket as read, send 1 to mark as read

Returned Data

All ticket properties and information will be returned to you in the JSON including all updates as an array called updates.

Example JSON

  "id": 2,
  "reference": "OC-820409",
  "subject": "Re: Your Codebase account at is due for renewal",
  "message_id": "",
  "submitted_at": "2012-02-01T15:26:13+00:00",
  "reply_due_at": null,
  "resolution_due_at": null,
  "auth_code": "jlh9c47rwd3r",
  "additional_recipients": [

  "last_update_posted_at": "2012-02-01T15:26:13+00:00",
  "first_response_time": null,
  "first_resolution_time": null,
  "resolution_time": null,
  "last_respondant": "customer",
  "update_count": 1,
  "status": {
    "id": 1,
    "name": "New",
    "colour": "77c300",
    "status_type": 0
  "priority": {
    "id": 3,
    "name": "Normal",
    "colour": "0097cf",
    "position": 3
  "department": {
    "id": 5,
    "name": "Accounts & Billing",
    "brand": {
      "id": 2,
      "name": "Codebase",
      "url": ""
    "escalation_path": {
      "id": 4,
      "name": "aTech Accounts & Billing Path"
    "private": false
  "team": {
    "id": 2,
    "name": "1st Line Support"
  "user": null,
  "sla": null,
  "customer": {
    "id": 3,
    "name": "Dave Smith",
    "company": null,
    "pin": "123123"
  "customer_contact_method": {
    "id": 6,
    "method_type": "email",
    "data": ""
  "custom_fields": {
    "phone_number": "01234 123123",
    "another_custom_field": "Another field"
  "updates": [
      "id": 2,
      "subject": "Re: Your Codebase account at is due for renewal",
      "message": "Hello,\n\nWhen I signed up for the free account I was under the impression that I was still eligible for a free trial for the paid accounts. Today we have finally set up everyone and started working on the project so we upgraded our plan. Are we required to pay today or is it possible to use the 15 day free trial. We have been using your service for only a day and are already in love with the possibilities. Thanks for your hard work!\n\nThanks, \nDave",
      "html_body": null,
      "html_safe": false,
      "private": false,
      "posted_at": "2012-02-01T15:26:13+00:00",
      "author": {
        "id": 3,
        "name": "Dave Smith",
        "company": null,
        "pin": "123123"
      "from_name": null,
      "from_address": null,
      "minutes_since_reply_due": 23,
      "minutes_since_resolution_due": null,
      "minutes_since_submission": "0.0",
      "minutes_since_last_reply": null,
      "signature_text": null,
      "authenticated": false,
      "attachments": [

  "source" : {
    "id" : 3,
    "name" : "Sirportly Page",
    "twitter_id" : "1234",
    "allow_outbound" : true,
    "polling_enabled" : true,
    "type" : "TwitterAccount"
  "tags": [
  "linked_tickets": [

Proudly powered by Katapult. Running on 100% renewable energy.