Helpdesk

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Endpoints

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Example: list tickets

curl "https://unify.bundleup.io/v1/helpdesk/tickets?limit=100" \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "BU-Connection-Id: conn_abc123"

const unify = client.unify('conn_abc123');
const tickets = await unify.helpdesk.tickets({ limit: 100 });

unify = client.unify("conn_abc123")
tickets = unify.helpdesk.tickets({"limit": 100})

unify = client.unify('conn_abc123')
tickets = unify.helpdesk.tickets(limit: 100)

{
  "data": [
    {
      "id": "4182",
      "title": "Refund for order #1043",
      "description": "Hi, my order arrived damaged...",
      "status": "open",
      "priority": "high",
      "requester": {
        "id": "381920",
        "name": "Dana Ruiz",
        "email": "dana@example.com"
      },
      "url": "https://acme.zendesk.com/agent/tickets/4182",
      "created_at": "2026-09-02T08:14:00Z",
      "updated_at": "2026-09-10T16:40:00Z"
    }
  ],
  "metadata": { "next": "Mg==" }
}

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Response notes

• status and priority are the provider’s own names (open, pending, New, 1 - Critical…). Map them in your product if you need fixed categories.
• requester is the customer who opened the ticket. email is null on ServiceNow, which only returns the caller’s name.
• id is what you pass to GET /v1/helpdesk/tickets/{id}. On ServiceNow it’s the incident’s sys_id, not its INC… number.

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Provider differences

• What a “ticket” is depends on the tool: a ticket (Zendesk, Zoho Desk, Gorgias), an incident (ServiceNow) or a conversation (Help Scout).
• description is the full ticket body on Zendesk and ServiceNow, a preview of the latest message on Gorgias and Help Scout, and null in Zoho Desk lists (fetch the single ticket to get it).
• priority is always null on Help Scout, which has no priorities.
• Page size is fixed at 25 on Help Scout; limit is ignored there.
• Writes (replying, changing status, assigning) aren’t part of the Unified API. Use the Proxy.