Create Ticket Message

Create a message

POST/api/tickets/{ticket_id}/messages

Use it in a workflow

Add a step and choose the Gorgias connector.
Pick the Create Ticket Message action (under Ticket Messages).
Fill in the fields below, then reference the result from later steps as {{createTicketMessage.response.data}}.

Request

Path parameters

ticket_idintegerrequired

The ID of the ticket to create a message in.

Query parameters

actionstring

Policy applied on external actions associated with the message if they failed. Three actions are possible: - force: bypass the failed action and try to execute the remaining one and to send the message - retry: retry the failed action - cancel: delete the TicketMessage

One offorceretrycancel

Request body

Enter the body as JSON in the step's Body field.

actionsarray<oneOf>

Actions associated with the message

attachmentsarray<object>

Attachments associated with the message

urlstring (uri)required

namestringrequired

sizeinteger

content_typestringrequired

publicboolean

Default true

extraoneOf

body_htmlstring

HTML version of the body of the message

body_textstring

Text version of the body of the message

channeloneOfrequired

Channel used to send the message

created_datetimestring (date-time)

When the message was created

deleted_datetimestring (date-time)

When the message was deleted

external_idstring

ID of the message in a foreign system (Aircall, Zendesk, etc...). This field is not used by Gorgias, feel free to set it as you wish.

failed_datetimestring (date-time)

When the message failed to be sent. Messages that couldn't be sent can be resent.

from_agentbooleanrequired

Whether the message was sent by your company

headersobject

Headers of the message

integration_idinteger

ID of the Integration used to send the message

last_sending_errorobject

errorstringrequired

macrosarray<object>

Macros used to compose the message

idintegerrequired

message_idstring

ID of the message on the service that sent the message. It can be the ID of an email, a Messenger message, a Facebook comment, etc...

metaobject

relevant_content_indexesarray<integer>

opened_datetimestring (date-time)

When the message was seen by its recipient

publicboolean

Whether the message is public. Only internal notes are private.

Default true

sent_datetimestring (date-time)

When the message was sent. If omitted, the message will be sent by Gorgias.

sourceobject

typestring

One ofaircallapiappcustom-chatchatchat-contact-formchat-offline-capturecontact-formemailfacebookfacebook-commentfacebook-mention-commentfacebook-mention-postfacebook-messagefacebook-messengerfacebook-postfacebook-reviewfacebook-review-commentformgoogle-business-messageshelp-centerhelp-center-contact-formhelpdeskinstagraminstagram-ad-commentinstagram-ad-mediainstagram-commentinstagram-direct-messageinstagram-mediainstagram-mention-commentinstagram-mention-mediainternal-noteottspott-callphoneruleself_serviceshopifysmssystem-messagetiktok-shop

fromobject2 fields

toarray<object>2 fields

ccarray<object>2 fields

bccarray<object>2 fields

extraoneOf

stripped_htmlstring

HTML version of the body of the message without email signatures and previous replies.

stripped_signaturestring

Signature stripped from the body of the message

stripped_textstring

Text version of the body of the message without email signatures and previous replies.

subjectstring

Subject of the message

viastring

How the message has been received or sent from Gorgias

One ofaircallapichatcontact_formemailfacebookfacebook-mentionfacebook-messengerfacebook-recommendationsformhelpdeskhelp-centerinstagraminstagram-ad-commentinstagram-commentinstagram-direct-messageinstagram-mentioninternal-notephoneruleshopifysmstwiliotwittertwitter-direct-messagewhatsappyotpoyotpo-reviewzendeskDefault "api"

importedboolean

Whether the message was created by a historical import.

Default false

mention_idsarray<integer>

List of User IDs to mention along with the internal note.

receiverobject

idinteger

ID of the customer or user

emailstring

Email of the customer or user

namestring

Name of the customer or user

external_idstring

ID of the customer or user in a foreign system (Aircall, Zendesk, etc...). This field is not used by Gorgias, feel free to set it as you wish.

notestring

Note attached to the customer or user

timezonestring

Timezone of the customer or user

languagestring

Language of the customer or user

metaobject

Metadata associated with the customer or user. You can use this field to store structured information (key-value data) about the customer or user.

channelsarray<object>2 fields

Channels associated with the customer or user

Default []

senderobject

idinteger

ID of the customer or user

emailstring

Email of the customer or user

namestring

Name of the customer or user

external_idstring

ID of the customer or user in a foreign system (Aircall, Zendesk, etc...). This field is not used by Gorgias, feel free to set it as you wish.

notestring

Note attached to the customer or user

timezonestring

Timezone of the customer or user

languagestring

Language of the customer or user

metaobject

Metadata associated with the customer or user. You can use this field to store structured information (key-value data) about the customer or user.

channelsarray<object>2 fields

Channels associated with the customer or user

Default []

json

{
  "channel": null,
  "from_agent": false,
  "actions": [
    null
  ],
  "attachments": [
    {
      "url": "string",
      "name": "string",
      "content_type": "string",
      "size": 0,
      "public": true,
      "extra": null
    }
  ],
  "body_html": "string",
  "body_text": "string",
  "created_datetime": "2025-01-01T00:00:00Z",
  "deleted_datetime": "2025-01-01T00:00:00Z",
  "external_id": "string",
  "failed_datetime": "2025-01-01T00:00:00Z",
  "headers": {},
  "integration_id": 0
}

Response

Returns 201 with an object. Read it in later steps with {{createTicketMessage.response.data.<field>}}.

idinteger

ID of the message.

uristring

URI of the message.

message_idstring

ID of the message on the service that sent the message.It can be the ID of an email, a Messenger message, a Facebook comment, etc...

ticket_idinteger

The ID of the ticket the message is associated with.

external_idstring

ID of the message in a foreign system (Aircall, Zendesk, etc...). This field is not used by Gorgias, feel free to set it as you wish.

publicboolean

Whether the message was sent/receive by a customer. Internal notes are not public.

Default true

channeloneOf

The channel used to send the message.

viastring

One ofaircallapichatcontact_formemailfacebookfacebook-mentionfacebook-messengerfacebook-recommendationsformgorgias_chathelp-centerhelpdeskinstagraminstagram-ad-commentinstagram-commentinstagram-direct-messageinstagram-mentioninternal-noteoffline_capturephoneruleself_serviceshopifysmstwiliotwittertwitter-direct-messagewhatsappyotpoyotpo-reviewzendesk

sourceobject

typestringrequired

Describes a more detailed channel information of how the message was sent/received. Either the slug of a non-legacy channel or one of aircall,api,app,chat,chat-contact-form,chat-offline-capture,contact-form,email,facebook-comment,facebook-message,facebook-messenger,facebook-post,facebook-mention-post,facebook-mention-comment,facebook,facebook-review,facebook-review-comment,form,help-center,helpdesk,instagram-ad-comment,instagram-ad-media,instagram-comment,instagram-mention-comment,instagram-media,instagram-mention-media,instagram,instagram-direct-message,internal-note,ottspott-call,phone,rule,self_service,shopify,sms,system-message,twilio,yotpo-review,yotpo-review-public-comment,yotpo-review-private-comment,twitter-tweet,twitter-quoted-tweet,twitter-mention-tweet,twitter-direct-message,help-center-contact-form,whatsapp-message.

toarray<object>2 fields

A list of To addresses. To and From are usually present for most channel types.

ccarray<object>2 fields

A list of CC addresses. Only present in an email context.

bccarray<object>2 fields

A list of BCC addresses. Only present in an email context.

fromobject2 fields

extraany

senderobject

idintegerrequired

emailstringrequired

namestringrequired

firstnamestringrequired

lastnamestringrequired

metaanyrequired

auth_customer_identityobject

serviceobjectrequired2 fields

identifierstringrequired

The ID of the customer related to the service. E.g.: email address, phone number, Shopify customer ID, etc.

integration_idinteger

ID of the integration that either received or sent the message.

intentsarray<object>

namestringrequired

The intention the message probably has, example: discount/request

rejectedbooleanrequired

Whether or not the intent was rejected

is_user_feedbackbooleanrequired

Whether or not the intent comes from a user feedback

rule_idinteger

ID of the rule which sent the message, if any.

from_agentboolean

Whether the message was sent by your company to a customer, or the opposite.

receiverobject

idintegerrequired

emailstringrequired

namestringrequired

firstnamestringrequired

lastnamestringrequired

metaanyrequired

subjectstring

The subject of the message.

body_textstring

The full text version of the body of the message, if any.

body_htmlstring

The full HTML version of the body of the message, if any.

stripped_textstring

The text version of the body of the message without email signatures and previous replies.

stripped_htmlstring

The HTML version of the body of the message without email signatures and previous replies.

stripped_signaturestring

attachmentsarray<object>

A list of files attached to the message.

urlstringrequired

The URL to access to the attached file.

namestring

The name of the file.

sizeinteger

The size of the file, in bytes.

content_typestringrequired

The MIME type of the file.

publicboolean

Whether or not the attachment can be accessed.

extraany

Extra information for custom content type attachment

macrosarray<object>

A list of macros.

idintegerrequired

actionsarray<object>

A list of actions executed before the message was sent. These actions are set by macros.

headersobject

Message headers. Used for email messages.

importedboolean

Whether the message was created by a historical import.

metaany

Metadata associated with the message. You can use this field to store structured information (key-value data) about the message. Reserved keys: - `current_page`: The page from where the user is currently chatting. - `relevant_content_indexes`: Indexes containing relevant text of the message. - `is_quick_reply`: Whether the message is a "quick reply". - `campaigns`: ID of the chat campaign the message is replying to. - `campaigns_id`: ID of the chat campaign that sent this message. - `self_service_flow`: An object containing metadata of the self-service flow associated to the message.

created_datetimestring (date-time)

When the message was created.

processed_datetimestring (date-time)

When the message was processed by Gorgias. Differs from `created_datetime` which refers to the external service.

deleted_datetimestring (date-time)

When the message was deleted.

sent_datetimestring (date-time)

When the message was sent. If omitted, the message will be sent by Gorgias.

failed_datetimestring (date-time)

When the message failed to be sent. Messages that couldn't be sent can be resend.

opened_datetimestring (date-time)

When the message was opened by the primary receiver.

last_sending_errorobject

errorstringrequired

is_retriableboolean

It determines if the message can be retried or not.

replied_byobject

integration_idintegerrequired

ID of the integration which created the message.

message_idstringrequired

ID of the message in Gorgias.

created_datetimestring (date-time)required

When the message was created.

body_textstringrequired

The full text version of the body of the message, if any.

sourceobjectrequired6 fields

customerobjectrequired6 fields

userobjectrequired6 fields

replied_toobject

integration_idintegerrequired

ID of the integration which created the message.

message_idstringrequired

ID of the message in Gorgias.

created_datetimestring (date-time)required

When the message was created.

body_textstringrequired

The full text version of the body of the message, if any.

sourceobjectrequired6 fields

customerobjectrequired6 fields

userobjectrequired6 fields

json

{
  "id": 0,
  "uri": "string",
  "message_id": "string",
  "ticket_id": 0,
  "external_id": "string",
  "channel": null,
  "via": "aircall",
  "source": {
    "type": "string",
    "to": [
      {
        "name": "string",
        "address": "string"
      }
    ],
    "cc": [
      {
        "name": "string",
        "address": "string"
      }
    ],
    "bcc": [
      {
        "name": "string",
        "address": "string"
      }
    ],
    "from": {
      "name": "string",
      "address": "string"
    },
    "extra": null
  },
  "sender": {
    "id": 0,
    "email": "string",
    "name": "string",
    "firstname": "string",
    "lastname": "string",
    "meta": null
  },
  "auth_customer_identity": {
    "service": {
      "id": "string",
      "name": "string"
    },
    "identifier": "string"
  },
  "integration_id": 0,
  "intents": [
    {
      "name": "string",
      "rejected": false,
      "is_user_feedback": false
    }
  ]
}

Need more? See the Gorgias guide for connection setup and behaviour shared by every action.

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