Our API's allow up to 10 requests per minute. To increase this limit, contact support. Find out more about API times and limits.

⚠️Attention: In the Tickets API, after 3 requests with error, the code 429 - Too many failed requests will be returned, blocking requests for 60 seconds. This time is left after 3 more consecutive errors. The waiting time is in the retry-after parameter of the response header.

https://api.movidesk.com/public/v1

Tickets

URL:    /tickets
Methods: GET / POST / PATCH

Tickets/Past

URL:    /tickets/past
Methods: GET

⚠️Attention: The route  /tickets brings the tickets with the update date (lastupdate) less than 90 days. Tickets that have an older update date must be searched for on the route /tickets/past.  The maximum return quantity on a ticket list GET will be 100 tickets per page.

Layout

ticket

⚠️ Attention: Support APIs can take a few minutes to update tickets, users, and other records, which may result in them not appearing immediately in search results.

Tickets » Customers

ticket.clients[n]

Tickets » Actions

ticket.actions[n]

Tickets » Actions » Timesheets

ticket.actions.timeAppointments[n]

Tickets » Actions » Expenses

ticket.actions.expenses[n]

Tickets » Actions » Attachments

ticket.actions.attachments[n]

Tickets » Parent/Children Tickets

ticket.parentTickets[n]
ticket.childrenTickets[n]

Tickets » Responsibility histories

ticket.ownerHistories[n]

Tickets » Status histories

ticket.statusHistories[n]

Tickets » Additional fields

ticket.customFieldValues[n]

*Observation: Only additional fields that have their display rules being met at the time of the query will be presented in the customFieldValues property query.

Tickets » Additional fields » Items

ticket.customFieldValues.items[n]

Person

ticket.clients[n].organization
ticket.actions[n].createdBy
ticket.actions[n].timeAppointments[n].createdBy
ticket.owner
ticket.createdBy
ticket.slaSolutionChangedBy

Team

ticket.actions[n].timeAppointments[n].createdByTeam

*UTC: Universal Time Coordinated is the reference time zone from which all other time zones in the world are calculated. Ex: If your time zone is Brasília (UTC-03:00) and the current time is 3:30 pm, the UTC time will be 6:30 pm.

The entire data flow (View/Insert/Change) must be in JSON format as shown in the example below:

{ 
  "id":1,
 "protocol":"MOVI202109000001",
  "type":2,
  "subject":"Subject",
  "category":"Category",
  "urgency":"Urgency",
  "status":"Status",
  "baseStatus":"Status base",
  "justification":"Justification",
  "origin":9,
  "createdDate":"2016-11-18T14:25:07.1920886",
  "originEmailAccount":"email@origem.com",
  "owner":{ 
    "id":"CodRefDoResponsável",
    "personType":1,
    "profileType":1,
    "businessName":"Name of person responsible",
    "email":"email@responsavel.com",
    "phone":"(47) 99999-9999"
  },
  "ownerTeam":"Team (of) responsible",
  "createdBy":{ 
    "id":"CodRefDoGeradorDoTicket",
    "personType":1,
    "profileType":2,
    "businessName":"Ticket generator name",
    "email":"email@gerador.com",
    "phone":"(47) 99999-9999"
  },
  "serviceFull":[ 
    "Level 1 service",
    "Level 2 service",
    "Level 3 service"
  ],
  "serviceFirstLevelId":1,
  "serviceFirstLevel":"Level 1 service",
  "serviceSecondLevel":"Level 2 service",
  "serviceThirdLevel":"Level 3 service",
  "contact form":"Contact form",
  "tags":[ 
    tag1,
    "Tag 2",
    "Tag3"
  ],
  "cc":"email@cc.com.br,email2@cc.com.br",
  "resolvedIn":"2016-11-19T14:25:07.1920886",
  "reopenedIn":"2016-11-20T14:25:07.1920886",
  "closedIn":"2016-11-21T14:25:07.1920886",
  "lastActionDate":"2016-11-21T14:25:07.1920886",
  "actionCount":1,
  "lastUpdate":"2016-11-21T14:25:07.1920886",
  "lifeTimeWorkingTime":9999,
  "stoppedTime":9,
  "stoppedTimeWorkingTime":9,
  "resolvedInFirstCall":false,
  "chatWidget":"Chat - Example",
  "chatGroup":"Chat Group",
  "chatTalkTime":999,
  "chatWaitingTime":9,
  "sequence":2,
  "slaAgreement":"SLA Used",
  "slaAgreementRule":"SLA Rule Used",
  "slaSolutionTime":999,
  "slaResponseTime":99,
  "slaSolutionChangedByUser":false,
  "slaSolutionChangedBy":{ 
    "id":"CodRef",
    "personType":1,
    "profileType":3,
    "businessName":"Name of the person who made the change",
    "email":"email@email.com",
    "phone":"(47) 99999-9999"
  },
  "slaSolutionDate":"2016-11-21T14:25:07.1920886",
  "slaSolutionDateIsPaused":false,
  "slaResponseDate":"2016-11-21T14:25:07.1920886",
  "slaRealResponseDate":"2016-11-21T14:25:07.1920886",
  "clients":[ 
    { 
      "id":"CodRefDoCliente",
      "personType":2,
      "profileType":2,
      "businessName":"Customer name",
      "email":"email@client.com",
      "phone":"(47) 99999-9999",
      "isDeleted":false,
      "organization":{ 
        "id":"OrganizationRefCode",
        "personType":1,
        "profileType":2,
        "businessName":"Organization name",
        "email":"email@organizacao.com",
        "phone":"(47) 99999-9999"
      }
    }
  ],
  "actions":[ 
    { 
      "id":1,
      "type":2,
      "origin":9,
      "description":"Action description",
      "status":"Status",
      "justification":"Justification",
      "createdDate":"2016-11-21T14:25:07.1920886",
      "createdBy":{ 
        "id":"ActionGeneratorRefCode",
        "personType":1,
        "profileType":1,
        "businessName":"Action generator name",
        "email":"email@gerador.com",
        "phone":"(47) 99999-9999"
      },
      "isDeleted":false,
      "timeAppointments":[ 
        { 
          "id":1,
          "activity":"Note activity",
          "date":"2016-11-21T00:00:00",
          "periodStart":"21:32:13.7345254",
          "periodEnd":"21:39:08.3443985",
          "workTime":"00:06:54.6098731",
          "accountedTime":7.7666666666666666,
          "workTypeName":"Overtime",
          "createdBy":{ 
            "id":"CodRefDoGeradorDoApontamento",
            "personType":1,
            "profileType":1,
            "businessName":"Note generator name",
            "email":"email@gerador.com",
            "phone":"(47) 99999-9999"
          },
          "createdByTeam":{ 
            "id":101,
            "name":"Quality"
          }
        }
      ],
      "expenses":[ 
        { 
          "id":12,
          "type":"Transport",
          "serviceReport":"0",
          "createdBy":{ 
            "id":"9B7387E9-4C46-4BD0",
            "personType":1,
            "profileType":3,
            "businessName":"Administrator",
            "email":null,
            "phone":null,
            "address":null,
            "complement":null,
            "pocket":null,
            "city":null,
            "neighborhood":null,
            "number":null,
            "reference":null
          },
          "createdByTeam":null,
          "date":"2018-11-05T18:22:00",
          "quantity":null,
          "value":145.11
        },
        { 
          "id":13,
          "type":"Food",
          "serviceReport":"0",
          "createdBy":{ 
            "id":"9B7387E9-4C46-4BD0",
            "personType":1,
            "profileType":3,
            "businessName":"Administrator",
            "email":null,
            "phone":null,
            "address":null,
            "complement":null,
            "pocket":null,
            "city":null,
            "neighborhood":null,
            "number":null,
            "reference":null
          },
          "createdByTeam":null,
          "date":"2018-11-05T18:22:00",
          "quantity":null,
          "value":25.33
        }
      ],
      "attachments":[ 
        { 
          "fileName":"minhaImagem.png",
          "path":"7BDEA1B62A8641FF86982D0CF9F3DEC0",
          "createdBy":{ 
            "id":"CodRefDeQuemEnviouOArquivo",
            "personType":1,
            "profileType":1,
            "businessName":"Name of who sent the file",
            "email":"email@pessoa.com",
            "phone":"(47) 99999-9999"
          },
          "createdDate":"2017-05-29T14:19:50.0129141"
        }
      ],
      "parentTickets":[ 
        { 
          "id":2,
          "subject":"Parent ticket subject",
          "isDeleted":false
        }
      ],
      "childrenTickets":[ 
        { 
          "id":3,
          "subject":"Child ticket subject",
          "isDeleted":false
        }
      ],
      "satisfactionSurveyResponses":[ 
        { 
          "id":1,
          "responsedBy":{ 
            "id":"CodRefOfWhoRespondedToResearch",
            "personType":1,
            "profileType":2,
            "businessName":"Name of person who responded to the survey",
            "email":"email@quemrespondeu.com",
            "phone":"(47) 99999-9999"
          },
          "responseDate":"2016-11-22T14:25:07.1920886",
          "satisfactionSurveyModel":2,
          "satisfactionSurveyNetPromoterScoreResponse":null,
          "satisfactionSurveyPositiveNegativeResponse":null,
          "satisfactionSurveySmileyFacesResponse":5,
          "comments":"Comment on survey response"
        }
      ],
      "customFieldValues":[ 
        { 
          "customFieldId":3,
          "customFieldRuleId":2,
          "line":1,
          "value":null,
          "items":[ 
            { 
              "personId":null,
              "clientId":null,
              "team":null,
              "customFieldItem":"one"
            }
          ]
        },
        { 
          "customFieldId":1,
          "customFieldRuleId":1,
          "line":1,
          "value":"text via api",
          "items":[ 


          ]
        }
      ]
    }
  ]
}

Getting a single ticket

⚠️Attention: List or Array: List or “array” type variables will only be presented in the “individual ticket” type query, as per the example below, and will not be displayed in the “ticket list” type query return.

GET: /tickets
Parameters: id/protocol, token

Example:

Getting the ticket with id 1

GET: https://api.movidesk.com/public/servir/v1/tickets?token=52ee6ca5-8639-422b-bafe-470013c11176&id=1

Return:

 {
   "id": 1,
   "protocol":"MOVI202109000001",
   "type": 2,
   "origin": 0,
   "status": "Novo",
   "justification": null,
   ... Other columns in the layout format above
  }

Obtaining the ticket with the MOVI202109000001 protocol

GET: https://api.movidesk.com/public/v1/tickets?token=52ee6ca5-8639-422b-bafe-470013c11176&protocol=MOVI202109000001

Return:

{
   "id": 1,
   "protocol":"MOVI202109000001",
   "type": 2,
   "origin": 0,
   "status": "Novo",
   "justification": null,
   ... Other columns in the layout format above
 }

⚠️ Attention: Additional fields: Only additional fields that have their display rules being met at the time of the query will be presented in the customFieldValues property query.

Getting a list of tickets

⚠️ Attention: List or Array: List or “array” type variables will only be presented in the “individual ticket” type query, as per the example below, and will not be displayed in the “ticket list” type query return.

GET: /tickets
Parameters: token, (LastUpdate and/or CreatedDate and/or Status)

Example:

Obtaining a list of tickets (it is mandatory to use a filter)

GET: https://api.movidesk.com/public/servir/v1/tickets?token=52ee6ca5-8639-422b-bafe-470013c11176&status=New

Return:

 [
   {
     "id": 1,
     "type": 2,
     "origin": 0,
     "status": "Novo"
   },
   {
     "id": 2,
     "type": 2,
     "origin": 0,
     "status": "Novo"
   }
   ... Other items on the list
 ]

Ticket list pagination

GET: /tickets
Parameters: token, (Page and/or Size)

⚠️ Attention: The list will be paged with a quantity maximum 100 records per page, and pagination can be used with the following resources:

Page: ID of the page searched (The first page will be number 0 by default and should be the default page to be shown if the search does not have pagination filters).

Size: Number of items that will be returned (Maximum 100 items and if a higher value is added, it will be disregarded and only 100 items will be displayed).

GET: https://api.movidesk.com/public/servir/v1/tickets?token=52ee6ca5-8639-422b-bafe-470013c11176&status=Novo&page=0&size=100

Return:

[
   {
     "id": 1,
     "type": 2,
     "origin": 0,
     "status": "Novo"
   },
   {
     "id": 2,
     "type": 2,
     "origin": 0,
     "status": "Novo"
   }
   ... Other items on the list
  ]

GET: /tickets
Parameters: token
Headers: Content-Type: application/json
Post body: {JSON object}

Example:

POST: https://api.movidesk.com/public/v1/tickets?token=52ee6ca5-8639-422b-bafe-470013c11176&returnAllProperties=false
Headers: Content-Type: application/json

RequestBody:

{ 
"type": 2,
"subject": "Subject",
"category": "Categoria",
"urgency": "Urgency",
"status": "Status",
"justification": "Justification",
"createdDate": "2016-11-18T14:25:07.1920886",
 ... Other columns in the layout format above
}

Return: Status 200 and in the body the ID (number) of the ticket entered.

Unlike data insertion (POST), the update is carried out partially. Therefore, it is necessary to send only the data that you want to change to the server.

⚠️ Attention: Changing lists (child objects) always replaces all items in the list.

In the lists of actions and notes, the Id must be entered in the body to indicate changes, because when the Id is not informed (is equal to zero) the actions and notes will be inserted and not changed. Customers and notes that are not included in the body will be excluded from the lists of clients and notes.

PATCH: /tickets
Parameters: token, id
Headers: Content-Type: application/json
Post body: {JSON object}

Examples:

Changing the ticket subject with id (ticket number) 1

PATCH: https://api.movidesk.com/public/v1/tickets?token=52ee6ca5-8639-422b-bafe-470013c11176&id=1
Headers: Content-Type: application/json
RequestBody:
{
 "subject": "Movidesk"
}

Return: Status 200

In the example above, only the subject field is changed, the other fields remain unchanged

Removing ticket tags with id (ticket number) 1

PATCH: https://api.movidesk.com/public/v1/tickets?token=52ee6ca5-8639-422b-bafe-470013c11176&id=1
Headers: Content-Type: application/json
RequestBody:
{
 "tags": []
}

Return: Status 200

Since the tags are in a list, in the example above, all tags will be removed. Because the values entered in the list always overwrite the previously recorded values.

Attachments

URL:    /ticketFileUpload
Method: POST

Layout

POST: /ticketFileUpload
Parameters: token, id and action Id
Headers: Content-Type: multipart/form-data
Post body: attachments

Example:

POST: https://api.movidesk.com/public/v1/ticketFileUpload?token=52ee6ca5-8639-422b-bafe-470013c11176&id=1452&actionId=1
Headers: Content-Type: multipart/form-data
RequestBody: anexos

Return: Status 200 and in the body the details of the inserted attachments (file names, hashes and possible errors).