get_tickets_by_email
Find ticket items by the customer’s email address. Returns tickets where the inbound sender matches the given email, ordered by newest first. Useget_ticket_conversation to view the full email thread for a specific ticket.
| Property | |
|---|---|
| Read-only | Yes |
Parameters
| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
email | string | Yes | — | Customer email address to search for. |
limit | int | No | 25 | Maximum number of tickets to return. |
Returns
A list ofItemDto objects with key, name, status, container, board, cycle, and resource info.
get_tickets_by_mailbox
Find ticket items received by a specific support mailbox. Accepts either the mailbox email address (e.g.[email protected]) or the mailbox ID. Returns tickets ordered by newest first. Use get_ticket_conversation to view the full email thread for a specific ticket.
| Property | |
|---|---|
| Read-only | Yes |
Parameters
| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
mailbox | string | Yes | — | Mailbox email address or mailbox ID. |
limit | int | No | 25 | Maximum number of tickets to return. |
Returns
A list ofItemDto objects with key, name, status, container, board, cycle, and resource info.
get_ticket_conversation
Get the email conversation thread for a ticket (email-originated item). Returns inbound customer emails and outbound agent replies in chronological order. This is separate from internal annotations/comments — useget_annotations_by_owner for team discussions.
| Property | |
|---|---|
| Read-only | Yes |
Parameters
| Parameter | Type | Required | Description |
|---|---|---|---|
itemId | string | Yes | Item ID or key (e.g. HELP-42). |
Returns
A list ofTicketMessageDto objects in chronological order:
| Field | Description |
|---|---|
messageId | Message identifier |
direction | inbound (customer email) or outbound (agent reply) |
sender | Sender email address |
recipient | Recipient email address |
content | Message body |
dated | Message timestamp |
reply_to_ticket
Send an email reply to the customer on a ticket. The reply is sent via the mailbox that received the original email. For internal team notes, usecreate_annotation instead.
| Property | |
|---|---|
| Read-only | No |
Parameters
| Parameter | Type | Required | Description |
|---|---|---|---|
itemId | string | Yes | Item ID or key (e.g. HELP-42). |
content | string | Yes | Reply body text to send to the customer. |