Docs/Support/API/Messages & Attachments

Messages & Attachments API

Manage ticket communication threads, post customer replies, author private internal agent notes, attach file metadata, and inspect full chronological audit activities.

Internal Notes Isolation: When is_internal: true is sent by an agent, the message is permanently marked as private and strictly filtered from customer portal views and outbound email notifications.

Posts a new message or internal note to a ticket thread. When an agent replies publicly, the SLA first response timer is automatically stopped and marked as satisfied if within target.

Post Message / ReplyAuth

Send a public customer reply or private internal agent note.

Payload Example

{
  "content": "We have identified the root cause and applied a hotfix to SSO authentication.",
  "content_type": "text",
  "is_internal": false
}

Status Codes

Name
201
Type
HTTP
Description
Message created and attached to thread
Name
403
Type
HTTP
Description
Cannot post message to closed ticket
Name
404
Type
HTTP
Description
Ticket not found

Request Parameters

Name
content
Type
string
Required
Description
Message body content text.
Name
content_type
Type
string
Description
Body format: text (default) or html.
Name
is_internal
Type
boolean
Description
Set to true for confidential agent-only discussion notes.

Request

POST/v1/support/tickets/{id}/messages

Response 201

Fetches all communication messages, customer inquiries, and agent notes for a given ticket.

List Ticket MessagesAuth

Fetch complete conversation thread for a ticket.

Status Codes

Name
200
Type
HTTP
Description
Messages list returned successfully
Name
404
Type
HTTP
Description
Ticket not found

Request

GET/v1/support/tickets/{id}/messages

Response 200

Attach files (screenshots, diagnostic log bundles, PDFs) to individual messages within a ticket thread.

Create AttachmentAuth

Payload Example

{
  "file_name": "sso-error-trace.log",
  "file_size": 204800,
  "content_type": "text/plain",
  "storage_key": "attachments/tnt_01H7ABCD/sso-error-trace.log"
}

Status Codes

Name
201
Type
HTTP
Description
Attachment linked successfully
Name
404
Type
HTTP
Description
Message not found

Request Parameters

Name
file_name
Type
string
Required
Example
eg. sso-error-trace.log
Description
Name of the uploaded file.
Name
file_size
Type
integer
Required
Example
eg. 204800
Description
Size in bytes (max 25MB per attachment).
Name
content_type
Type
string
Required
Example
eg. text/plain
Description
MIME type of the attachment.
Name
storage_key
Type
string
Required
Description
Vyntech Drive or S3 storage path key.

Request

POST/v1/support/tickets/{id}/messages/{messageId}/attachments

Response 201

Retrieves the immutable audit trail of ticket activities including status transitions, agent reassignments, priority changes, and SLA breach warnings.

List Ticket ActivitiesAuth

Fetch audit history timeline for compliance and operational tracking.

Status Codes

Name
200
Type
HTTP
Description
Activity timeline returned successfully
Name
404
Type
HTTP
Description
Ticket not found

Request

GET/v1/support/tickets/{id}/activities

Response 200