Ticketing

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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. Use get_ticket_conversation to view the full email thread for a specific ticket.

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Parameters

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Returns

A list of ItemDto objects with key, name, status, container, board, cycle, and resource info.

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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.

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Parameters

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Returns

A list of ItemDto objects with key, name, status, container, board, cycle, and resource info.

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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 — use get_annotations_by_owner for team discussions.

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Parameters

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Returns

A list of TicketMessageDto objects in chronological order:

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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, use create_annotation instead.

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Parameters

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Returns

A confirmation message with the item key.