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Decimal syncs tickets from your connected helpdesk. The Tickets API reads or deletes them either by the ID your helpdesk gave them or by Decimal’s ticket ID.

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List tickets

GET /v0/tickets returns tickets newest first in data, with has_more indicating whether more pages exist. Page with limit and starting_after, and filter by helpdesk with the optional source parameter.

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Find a ticket

To look up a ticket by Decimal’s ID, use GET /v0/tickets/{id}. To download a file attached to a ticket, use GET /v0/tickets/{id}/files/{file_id}, which redirects to a short-lived download link. The Get a ticket and Delete a ticket endpoints take two path parameters:
  • source: the helpdesk, lowercase, such as zendesk or plain
  • external_id: the ticket’s ID in that helpdesk. For Plain, use the thread ID.
The response has the original post in body_html, then every reply and internal note in messages, oldest first. is_private marks internal notes. requester, account, assignee, team, and custom_fields come straight from the helpdesk, so their shape depends on which one you use.

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Delete a ticket

Deleting removes the ticket from Decimal only. If it still exists in your helpdesk, the next sync brings it back, so delete it there first. A 500 on delete means the deletion didn’t finish. Send the same request again.
Deleting a ticket is permanent.