Conversations-2

For instructions on how to authenticate to use this endpoint, see API overview.

Endpoints

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PATCH
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POST
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Retrieve conversations tickets

Also available via the PostHog MCP server:

  • conversations-tickets-retrieve — Get support ticket

Get single ticket and mark as read by team.

Required API key scopes

ticket:read

Path parameters

  • id
    string

Response


Example request

GET /api/projects/:project_id/conversations/tickets/:id
export POSTHOG_PERSONAL_API_KEY=[your personal api key]
curl \
    -H "Authorization: Bearer $POSTHOG_PERSONAL_API_KEY" \
    <ph_app_host>/api/projects/:project_id/conversations/tickets/:id/

Example response

Status 200
RESPONSE
{
  "id": "497f6eca-6276-4993-bfeb-53cbbbba6f08",
  "ticket_number": 0,
  "channel_source": "widget",
  "channel_detail": "slack_channel_message",
  "distinct_id": "string",
  "status": "new",
  "priority": "low",
  "assignee": {
    "id": "string",
    "type": "string",
    "user": {
      "property1": "string",
      "property2": "string"
    },
    "role": {
      "property1": "string",
      "property2": "string"
    }
  },
  "anonymous_traits": null,
  "ai_resolved": true,
  "escalation_reason": "string",
  "created_at": "2019-08-24T14:15:22Z",
  "updated_at": "2019-08-24T14:15:22Z",
  "message_count": 0,
  "last_message_at": "2019-08-24T14:15:22Z",
  "last_message_text": "string",
  "unread_team_count": 0,
  "unread_customer_count": 0,
  "session_id": "string",
  "session_context": null,
  "sla_due_at": "2019-08-24T14:15:22Z",
  "snoozed_until": "2019-08-24T14:15:22Z",
  "slack_channel_id": "string",
  "slack_thread_ts": "string",
  "slack_team_id": "string",
  "email_subject": "string",
  "email_from": "user@example.com",
  "email_to": "string",
  "cc_participants": null,
  "github_repo": "string",
  "github_issue_number": 0,
  "person": {
    "id": "497f6eca-6276-4993-bfeb-53cbbbba6f08",
    "name": "string",
    "distinct_ids": [
      "string"
    ],
    "properties": {},
    "created_at": "2019-08-24T14:15:22Z",
    "is_identified": true
  },
  "tags": [
    null
  ]
}

Update conversations tickets

Required API key scopes

ticket:write

Path parameters

  • id
    string

Request parameters

  • status
  • priority
  • anonymous_traits
  • ai_resolved
    boolean
  • escalation_reason
    stringnull
  • sla_due_at
    stringnull
  • snoozed_until
    stringnull
  • tags
    array

Response


Example request

PATCH /api/projects/:project_id/conversations/tickets/:id
export POSTHOG_PERSONAL_API_KEY=[your personal api key]
curl -X PATCH \
    -H "Authorization: Bearer $POSTHOG_PERSONAL_API_KEY" \
    <ph_app_host>/api/projects/:project_id/conversations/tickets/:id/\
	-d ticket_number="integer"

Example response

Status 200
RESPONSE
{
  "id": "497f6eca-6276-4993-bfeb-53cbbbba6f08",
  "ticket_number": 0,
  "channel_source": "widget",
  "channel_detail": "slack_channel_message",
  "distinct_id": "string",
  "status": "new",
  "priority": "low",
  "assignee": {
    "id": "string",
    "type": "string",
    "user": {
      "property1": "string",
      "property2": "string"
    },
    "role": {
      "property1": "string",
      "property2": "string"
    }
  },
  "anonymous_traits": null,
  "ai_resolved": true,
  "escalation_reason": "string",
  "created_at": "2019-08-24T14:15:22Z",
  "updated_at": "2019-08-24T14:15:22Z",
  "message_count": 0,
  "last_message_at": "2019-08-24T14:15:22Z",
  "last_message_text": "string",
  "unread_team_count": 0,
  "unread_customer_count": 0,
  "session_id": "string",
  "session_context": null,
  "sla_due_at": "2019-08-24T14:15:22Z",
  "snoozed_until": "2019-08-24T14:15:22Z",
  "slack_channel_id": "string",
  "slack_thread_ts": "string",
  "slack_team_id": "string",
  "email_subject": "string",
  "email_from": "user@example.com",
  "email_to": "string",
  "cc_participants": null,
  "github_repo": "string",
  "github_issue_number": 0,
  "person": {
    "id": "497f6eca-6276-4993-bfeb-53cbbbba6f08",
    "name": "string",
    "distinct_ids": [
      "string"
    ],
    "properties": {},
    "created_at": "2019-08-24T14:15:22Z",
    "is_identified": true
  },
  "tags": [
    null
  ]
}

Delete conversations tickets

Required API key scopes

ticket:write

Path parameters

  • id
    string

Example request

DELETE /api/projects/:project_id/conversations/tickets/:id
export POSTHOG_PERSONAL_API_KEY=[your personal api key]
curl  -X DELETE \
    -H "Authorization: Bearer $POSTHOG_PERSONAL_API_KEY" \
    <ph_app_host>/api/projects/:project_id/conversations/tickets/:id/

Example response

Status 204 No response body

Create conversations tickets suggest reply

Path parameters

  • id
    string

Response


Example request

POST /api/projects/:project_id/conversations/tickets/:id/suggest_reply
export POSTHOG_PERSONAL_API_KEY=[your personal api key]
curl 
    -H 'Content-Type: application/json'\
    -H "Authorization: Bearer $POSTHOG_PERSONAL_API_KEY" \
    <ph_app_host>/api/projects/:project_id/conversations/tickets/:id/suggest_reply/

Example response

Status 200
RESPONSE
{
  "suggestion": "string"
}
Status 400
RESPONSE
{
  "detail": "string",
  "error_type": "string"
}
Status 403
RESPONSE
{
  "detail": "string",
  "error_type": "string"
}
Status 500
RESPONSE
{
  "detail": "string",
  "error_type": "string"
}

Create conversations tickets bulk update tags

Bulk update tags on multiple objects.

PAT access: this action has no required_scopes= on the decorator — inheriting viewsets must add "bulk_update_tags" to their scope_object_write_actions list to accept personal API keys. Without that opt-in, APIScopePermission rejects PAT requests with "This action does not support personal API key access". Done per-viewset so granting <scope>:write for one resource doesn't leak access to sibling resources that share this mixin.

Accepts:

  • {"ids": [...], "action": "add"|"remove"|"set", "tags": ["tag1", "tag2"]}

Actions:

  • "add": Add tags to existing tags on each object
  • "remove": Remove specific tags from each object
  • "set": Replace all tags on each object with the provided list

Request parameters

  • ids
    array
  • action
  • tags
    array

Response


Example request

POST /api/projects/:project_id/conversations/tickets/bulk_update_tags
export POSTHOG_PERSONAL_API_KEY=[your personal api key]
curl 
    -H 'Content-Type: application/json'\
    -H "Authorization: Bearer $POSTHOG_PERSONAL_API_KEY" \
    <ph_app_host>/api/projects/:project_id/conversations/tickets/bulk_update_tags/\
	-d ids="array",\
	-d action=undefined,\
	-d tags="array"

Example response

Status 200
RESPONSE
{
  "updated": [
    {
      "id": 0,
      "tags": [
        "string"
      ]
    }
  ],
  "skipped": [
    {
      "id": 0,
      "reason": "string"
    }
  ]
}

Create conversations tickets compose

Create a new outbound ticket and send the first message to the customer.

Request parameters

  • recipient_email
    string
  • recipient_distinct_id
    string
  • email_subject
    string
  • email_config_id
    string
  • message
    string
  • rich_content

Response


Example request

POST /api/projects/:project_id/conversations/tickets/compose
export POSTHOG_PERSONAL_API_KEY=[your personal api key]
curl 
    -H 'Content-Type: application/json'\
    -H "Authorization: Bearer $POSTHOG_PERSONAL_API_KEY" \
    <ph_app_host>/api/projects/:project_id/conversations/tickets/compose/\
	-d recipient_email="string",\
	-d email_config_id="string",\
	-d message="string"

Example response

Status 201
RESPONSE
{
  "id": "497f6eca-6276-4993-bfeb-53cbbbba6f08",
  "ticket_number": 0
}
Status 400
RESPONSE
{
  "detail": "string",
  "error_type": "string"
}

Retrieve conversations tickets unread count

Get total unread ticket count for the team.

Returns the sum of unread_team_count for all non-resolved tickets. Cached in Redis for 30 seconds, invalidated on changes.

Response


Example request

GET /api/projects/:project_id/conversations/tickets/unread_count
export POSTHOG_PERSONAL_API_KEY=[your personal api key]
curl \
    -H "Authorization: Bearer $POSTHOG_PERSONAL_API_KEY" \
    <ph_app_host>/api/projects/:project_id/conversations/tickets/unread_count/

Example response

Status 200
RESPONSE
{
  "id": "497f6eca-6276-4993-bfeb-53cbbbba6f08",
  "ticket_number": 0,
  "channel_source": "widget",
  "channel_detail": "slack_channel_message",
  "distinct_id": "string",
  "status": "new",
  "priority": "low",
  "assignee": {
    "id": "string",
    "type": "string",
    "user": {
      "property1": "string",
      "property2": "string"
    },
    "role": {
      "property1": "string",
      "property2": "string"
    }
  },
  "anonymous_traits": null,
  "ai_resolved": true,
  "escalation_reason": "string",
  "created_at": "2019-08-24T14:15:22Z",
  "updated_at": "2019-08-24T14:15:22Z",
  "message_count": 0,
  "last_message_at": "2019-08-24T14:15:22Z",
  "last_message_text": "string",
  "unread_team_count": 0,
  "unread_customer_count": 0,
  "session_id": "string",
  "session_context": null,
  "sla_due_at": "2019-08-24T14:15:22Z",
  "snoozed_until": "2019-08-24T14:15:22Z",
  "slack_channel_id": "string",
  "slack_thread_ts": "string",
  "slack_team_id": "string",
  "email_subject": "string",
  "email_from": "user@example.com",
  "email_to": "string",
  "cc_participants": null,
  "github_repo": "string",
  "github_issue_number": 0,
  "person": {
    "id": "497f6eca-6276-4993-bfeb-53cbbbba6f08",
    "name": "string",
    "distinct_ids": [
      "string"
    ],
    "properties": {},
    "created_at": "2019-08-24T14:15:22Z",
    "is_identified": true
  },
  "tags": [
    null
  ]
}
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