{
"chat": {
"org_id": "00000000-0000-0000-0000-000000000000",
"chat_id": "120363000000000000@g.us",
"members": {
"key": {
"contact_id": "911111111111@c.us",
"chat_id": "120363000000000000@g.us",
"org_id": "00000000-0000-0000-0000-000000000000",
"org_phone": "911111111111@c.us",
"is_admin": false,
"is_super_admin": false,
"contact_name": "Rahul Sharma",
"contact_image": "https://example.com/files/image.png",
"contact_color": "#7D9EF1",
"is_internal": false,
"contact_labels": "vip, billing"
}
},
"is_muted": false,
"chat_name": "Example Corp Support",
"chat_type": "group",
"org_phone": "911111111111@c.us",
"chat_image": "https://example.com/files/image.png",
"created_at": "2026-01-10T08:00:00+00:00",
"chat_labels": "customer, priority",
"invite_link": null,
"group_description": null,
"custom_properties": {
"Region": "EMEA"
},
"freshdesk_metadata": {},
"zohodesk_metadata": {},
"initiated_by": null,
"is_archived": false,
"parent_community_id": null
},
"message": {
"message_id": "false_120363000000000000@g.us_AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA",
"chat_id": "120363000000000000@g.us",
"org_phone": "911111111111@c.us",
"timestamp": "2026-01-15T09:28:00+00:00",
"body": "I cannot open my invoices from the portal",
"media_path": "",
"sender_phone": "911111111111",
"sender_name": "Rahul Sharma",
"performed_by": null
},
"ticket": {
"ticket_id": "ACM-001",
"org_id": "00000000-0000-0000-0000-000000000000",
"subject": "Customer cannot access invoices",
"status": "open",
"priority": 2,
"assignee": "user@example.com",
"assigned_by": "",
"raised_by": "api",
"due_date": "2026-02-01 00:00:00+00",
"ticket_labels": "urgent, billing",
"ticket_custom_properties": {
"Workspace": "Example Corp"
},
"quoted_message_id": "AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA",
"created_at": "2026-01-15T09:30:00.000Z",
"closed_at": null,
"closed_by": null,
"closed_message": null,
"first_assigned_at": null,
"is_deleted": false
},
"attached_messages": [
{
"message_id": "false_120363000000000000@g.us_AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA",
"chat_id": "120363000000000000@g.us",
"org_phone": "911111111111@c.us",
"timestamp": "2026-01-15T09:28:00+00:00",
"body": "I cannot open my invoices from the portal",
"media_path": "",
"sender_phone": "911111111111",
"sender_name": "Rahul Sharma",
"performed_by": null
}
]
}
object
The chat the ticket is raised on. null in the rare case the chat record is no longer available.
Show properties
Show properties
string
Id of the organization the chat belongs to
string
Unique id of the chat — <countrycode><number>@c.us for 1-1 chats, <group-id>@g.us for group chats
object
Participants of the chat, as a map of contact_id → member. null when no participants are recorded.
Show each value
Show each value
string
Contact id of the member, suffixed with @c.us
string
Chat the membership belongs to
string
Id of the organization
string
Org phone (WhatsApp account) the chat belongs to, suffixed with @c.us
boolean
Whether the member is an admin of the group chat
boolean
Whether the member is the super admin (creator) of the group chat
string
Saved name of the contact. null when not a saved contact.
string
URL of the profile image of the contact, when available
string
Hex color assigned to the contact in the dashboard
boolean
Whether the contact is an internal (workspace) contact rather than an external customer
string
Names of the labels applied to the contact, joined with ”, ”. An empty string when the contact has no labels.
boolean
Whether the chat is muted on the phone
string
Display name of the chat
string
Type of the chat: ‘user’ for 1-1 chats, ‘group’ for groups
string
Org phone (WhatsApp account) the chat belongs to, suffixed with @c.us
string
URL of the chat image, when available
string
When the chat was created, as an ISO 8601 timestamp
string
Names of the labels applied to the chat, joined with ”, ”. An empty string when the chat has no labels.
string
WhatsApp invite link of the group. null for 1-1 chats or when not available.
string
Description of the group. null for 1-1 chats.
object
Values of every chat custom property of the workspace, as a map of property name → formatted display value (an empty string for properties not set on this chat). Property definitions are managed via the Properties endpoints (see the CustomProperty component).
object
Sync metadata of the Freshdesk integration, when connected
object
Sync metadata of the Zoho Desk integration, when connected
string
Who initiated the chat, when known (e.g. the org phone or the contact)
boolean
Whether the chat is archived on the phone
string
Id of the parent WhatsApp community when the group belongs to one. null otherwise.
object
The message the ticket was raised from (quoted_message_id). Always present as an object — every field in it is null when the ticket is not linked to a message.
Show properties
Show properties
string
Unique id of the message. Like every field of this object, null when the ticket has no linked message.
string
Chat the message belongs to
string
Org phone (WhatsApp account) the message was sent or received on, suffixed with @c.us
string
When the message was sent, as an ISO 8601 timestamp
string
Text content of the message. An empty string for media-only messages.
string
URL of the message attachment. An empty string when the message has no media.
string
Phone number of the sender, as country code + number without the @c.us suffix
string
Contact name of the sender. An empty string when the sender is not a saved contact.
string
Who sent the message through Periskope: a member’s email or ‘api’. null for messages received from WhatsApp.
object
The ticket itself
Show properties
Show properties
string
Unique human-readable id of the ticket
string
Id of the organization the ticket belongs to
string
Subject of the ticket
string
Lifecycle status of the ticket: ‘open’, ‘inprogress’, ‘closed’ or ‘archived’ One of:
open, inprogress, closed, archived.integer
Priority of the ticket: 1 (low), 2 (medium), 3 (high) or 4 (urgent). Tickets with no priority set are reported as 1 here.
string
Email of the member the ticket is assigned to. An empty string when unassigned.
string
Email of the member who assigned the ticket. An empty string when it has not been assigned.
string
Who raised the ticket: a member’s email, or ‘api’ when created via the API
string
Due date of the ticket as a timestamp string (e.g. 2026-02-01 00:00:00+00). An empty string when no due date is set.
string
Names of the ticket labels applied to the ticket, joined with ”, ”. An empty string when the ticket has no labels.
object
Values of every ticket custom property of the workspace, as a map of property name → formatted display value (an empty string for properties not set on this ticket; option ids are resolved to their labels). Property definitions are managed via the Properties endpoints (see the CustomProperty component).
string
Unique id of the message the ticket was raised from. null when the ticket is not linked to a message.
string
When the ticket was created, as an ISO 8601 timestamp
string
When the ticket was closed, as an ISO 8601 timestamp. null while the ticket is not closed.
string
Who closed the ticket: a member’s email, or ‘api’ when closed via the API without a closed_by value. null while the ticket is not closed.
string
Closing message supplied when the ticket was closed. null while the ticket is not closed or when none was given.
string
When the ticket was first assigned to a member, as an ISO 8601 timestamp. null when it has never been assigned.
boolean
Whether the ticket has been deleted
object[]
Messages attached to the ticket. Populated only by GET /tickets/{ticket_id} — always an empty array in create and update responses.
Show each item
Show each item
string
Unique id of the message. Like every field of this object, null when the ticket has no linked message.
string
Chat the message belongs to
string
Org phone (WhatsApp account) the message was sent or received on, suffixed with @c.us
string
When the message was sent, as an ISO 8601 timestamp
string
Text content of the message. An empty string for media-only messages.
string
URL of the message attachment. An empty string when the message has no media.
string
Phone number of the sender, as country code + number without the @c.us suffix
string
Contact name of the sender. An empty string when the sender is not a saved contact.
string
Who sent the message through Periskope: a member’s email or ‘api’. null for messages received from WhatsApp.