supportbee_list_tickets
List tickets
List tickets of the shared inbox, newest activity first, with filters (assignee, team, label, requester, dates, spam/trash/archived). By default archived, spam and trashed tickets are left out. Each ticket has id, subject, labels, requester, assignee, replies_count, comments_count, unanswered, archived and the first message text (cut). With total_only=true only the number of matching tickets comes back. GET /tickets.
Parameterspagespamlabelsincetrashuntilsort_byarchivedper_pagetotal_onlyhas_repliesmax_replies+3 more
supportbee_search_tickets
Search tickets
Full-text search over tickets (subject, body, requester) with SupportBee's search syntax, newest activity first. Spam and trash are excluded unless asked. GET /tickets/search.
Parameterspagespamqueryrequiredtrashper_page
supportbee_get_ticket
Get a ticket
One ticket with subject, requester, labels, assignees, state and the first message text. Replies and comments are separate calls. GET /tickets/{id}.
Parametersticket_idrequired
supportbee_list_replies
List the replies of a ticket
The public replies (the conversation with the customer) of a ticket, oldest first, as text. GET /tickets/{id}/replies.
Parametersticket_idrequired
supportbee_get_reply
Get one reply of a ticket
One reply of a ticket (text, replier, cc/bcc). GET /tickets/{ticket_id}/replies/{id}.
Parametersreply_idrequiredticket_idrequired
supportbee_get_ticket_audit
Get the audit trail of a ticket
What happened to a ticket and who did it (assignments, label changes, replies, archiving) with timestamps. GET /tickets/{id}/audit.
Parametersticket_idrequired
supportbee_list_labels
List labels
All custom labels of the company (name and color). Use a label name with supportbee_add_label or the label filter. GET /labels.
Takes no parameters.
supportbee_list_teams
List teams
The teams of the company (id, name), optionally only those that have users in them, or only the token user's teams. GET /teams.
Parametersmine_onlywith_users
supportbee_list_users
List users
The agents, admins and collaborators of the desk (id, name, e-mail, role, teams), or customer groups. Use the id as assigned_user or user_id. GET /users.
Parameterstypewith_roleswith_invited
supportbee_get_user
Get a user
One user or customer with role, teams, ticket counts and a few of their recent tickets. GET /users/{id}.
Parametersuser_idrequiredmax_tickets
supportbee_list_snippets
List snippets
The canned replies (snippets) of the company: name, tags and text, to reuse in a reply. GET /snippets.
Takes no parameters.
supportbee_list_forwarding_addresses
List forwarding addresses
The support e-mail addresses (forwarding addresses) of the desk: id, name, the address tickets arrive at and the from address. GET /emails.
Takes no parameters.
supportbee_get_report
Get a report
A report as time-series data points (value, timestamp): tickets_count, replies_count or avg_first_response_time, optionally for one agent, team or label. Needs an admin token. GET /reports/{report}.
Parametersteamuserlabelsincereportrequired
supportbee_reply_to_ticket
Reply to a ticket (sends an e-mail)
WRITE: SENDS AN E-MAIL to the customer. Posts a public reply on ONE ticket; SupportBee e-mails it to the ticket's requester and to the cc/bcc addresses you list (at most 10 addresses in total). It cannot be recalled. The reply comes from the token's user. For a note only your team sees, use supportbee_add_comment. POST /tickets/{id}/replies.
Parametersccbcctextrequiredticket_idrequired
supportbee_add_label
Add a label to a ticket
WRITE: adds an existing label to a ticket (404 if the label does not exist; names come from supportbee_list_labels). Safe to repeat. POST /tickets/{id}/labels/{label}.
Parameterslabelrequiredticket_idrequired
supportbee_remove_label
Remove a label from a ticket
WRITE: removes a label from a ticket (the label itself stays; 404 if the ticket does not have it). DELETE /tickets/{id}/labels/{label}.
Parameterslabelrequiredticket_idrequired
supportbee_assign_ticket
Assign a ticket to a user or a team
WRITE: assigns a ticket to ONE agent (user_id) or ONE team (team_id), not both. A ticket that belongs to a team can only go to a member of that team; assigning to another team removes the user assignee. The customer is not e-mailed (SupportBee may notify the assigned agent). POST /tickets/{id}/user_assignment or /team_assignment.
Parametersteam_iduser_idticket_idrequired
supportbee_unassign_ticket
Remove the user or team assignment of a ticket
WRITE: clears the user assignee or the team assignee of a ticket. DELETE /tickets/{id}/user_assignment or /team_assignment.
Parametersassigneerequiredticket_idrequired
supportbee_set_ticket_archived
Archive or un-archive a ticket
WRITE: archives a ticket (archived=true, it leaves the open inbox) or moves it back (archived=false). Nothing is deleted or sent. POST/DELETE /tickets/{id}/archive.
Parametersarchivedrequiredticket_idrequired
supportbee_set_ticket_answered
Mark a ticket answered or unanswered
WRITE: marks a ticket as answered (answered=true) or unanswered (answered=false) without sending anything. POST/DELETE /tickets/{id}/answered.
Parametersansweredrequiredticket_idrequired
