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DevStride sends the customer no acknowledgement email for an API request.",[1650,1662,1663,1667,1668,1671],{},[1664,1665,1666],"strong",{},"Needs:"," ",[1664,1669,1670],{},"Create Items and Workstreams",", and edit access to the parent workstream or item.",[1673,1674,1676],"h2",{"id":1675},"request","Request",[1678,1679,1680,1696],"table",{},[1681,1682,1683],"thead",{},[1684,1685,1686,1690,1693],"tr",{},[1687,1688,1689],"th",{},"Field",[1687,1691,1692],{},"Required",[1687,1694,1695],{},"Meaning",[1697,1698,1699,1713,1725,1738,1758,1770,1782,1801,1813],"tbody",{},[1684,1700,1701,1707,1710],{},[1702,1703,1704],"td",{},[1653,1705,1706],{},"title",[1702,1708,1709],{},"Yes",[1702,1711,1712],{},"The ticket title.",[1684,1714,1715,1720,1722],{},[1702,1716,1717],{},[1653,1718,1719],{},"requesterEmail",[1702,1721,1709],{},[1702,1723,1724],{},"The customer. Matched case-insensitively to an existing requester, or created.",[1684,1726,1727,1732,1735],{},[1702,1728,1729],{},[1653,1730,1731],{},"requesterName",[1702,1733,1734],{},"No",[1702,1736,1737],{},"Display name for a new requester.",[1684,1739,1740,1745,1747],{},[1702,1741,1742],{},[1653,1743,1744],{},"parentNumber",[1702,1746,1709],{},[1702,1748,1749,1750,1753,1754,1757],{},"Where the ticket is filed, for example ",[1653,1751,1752],{},"F42"," (a workstream) or ",[1653,1755,1756],{},"I7",".",[1684,1759,1760,1765,1767],{},[1702,1761,1762],{},[1653,1763,1764],{},"workTypeId",[1702,1766,1709],{},[1702,1768,1769],{},"The ticket's work type.",[1684,1771,1772,1777,1779],{},[1702,1773,1774],{},[1653,1775,1776],{},"body.html",[1702,1778,1734],{},[1702,1780,1781],{},"The customer's message, shown on the ticket as its customer-visible description.",[1684,1783,1784,1796,1798],{},[1702,1785,1786,1789,1790,1789,1793],{},[1653,1787,1788],{},"priorityId",", ",[1653,1791,1792],{},"dueDate",[1653,1794,1795],{},"customFields",[1702,1797,1734],{},[1702,1799,1800],{},"As on any work item.",[1684,1802,1803,1808,1810],{},[1702,1804,1805],{},[1653,1806,1807],{},"externalId",[1702,1809,1734],{},[1702,1811,1812],{},"Your id for this message; makes retries safe.",[1684,1814,1815,1820,1822],{},[1702,1816,1817],{},[1653,1818,1819],{},"sentAt",[1702,1821,1734],{},[1702,1823,1824],{},"When the customer actually wrote, ISO 8601 with an offset. See below.",[1826,1827,1832],"pre",{"className":1828,"code":1829,"language":1830,"meta":1831,"style":1831},"language-bash shiki shiki-themes material-theme-lighter material-theme material-theme-palenight","curl -X POST \"https://api.devstride.com/v1/organizations/$ORG_ID/service-desk/requests\" \\\n  -u \"$DEVSTRIDE_API_KEY:$DEVSTRIDE_API_SECRET\" \\\n  -H \"Content-Type: application/json\" \\\n  -d '{\n    \"title\": \"Cannot reset my password\",\n    \"requesterEmail\": \"jane@acme.com\",\n    \"requesterName\": \"Jane Doe\",\n    \"parentNumber\": \"F42\",\n    \"workTypeId\": \"1a2b3c4d-5678-90ab-cdef-1234567890ab\",\n    \"body\": { \"html\": \"\u003Cp>The reset link 404s for me.\u003C/p>\" },\n    \"externalId\": \"inbound-5521\",\n    \"sentAt\": \"2026-10-23T14:02:00Z\"\n  }'\n","bash","",[1653,1833,1834,1869,1889,1903,1914,1919,1924,1929,1934,1939,1944,1949,1954],{"__ignoreMap":1831},[1835,1836,1838,1842,1846,1849,1853,1856,1860,1863,1866],"span",{"class":1837,"line":17},"line",[1835,1839,1841],{"class":1840},"sBMFI","curl",[1835,1843,1845],{"class":1844},"sfazB"," -X",[1835,1847,1848],{"class":1844}," POST",[1835,1850,1852],{"class":1851},"sMK4o"," \"",[1835,1854,1855],{"class":1844},"https://api.devstride.com/v1/organizations/",[1835,1857,1859],{"class":1858},"sTEyZ","$ORG_ID",[1835,1861,1862],{"class":1844},"/service-desk/requests",[1835,1864,1865],{"class":1851},"\"",[1835,1867,1868],{"class":1858}," \\\n",[1835,1870,1871,1874,1876,1879,1882,1885,1887],{"class":1837,"line":244},[1835,1872,1873],{"class":1844},"  -u",[1835,1875,1852],{"class":1851},[1835,1877,1878],{"class":1858},"$DEVSTRIDE_API_KEY",[1835,1880,1881],{"class":1844},":",[1835,1883,1884],{"class":1858},"$DEVSTRIDE_API_SECRET",[1835,1886,1865],{"class":1851},[1835,1888,1868],{"class":1858},[1835,1890,1891,1894,1896,1899,1901],{"class":1837,"line":306},[1835,1892,1893],{"class":1844},"  -H",[1835,1895,1852],{"class":1851},[1835,1897,1898],{"class":1844},"Content-Type: application/json",[1835,1900,1865],{"class":1851},[1835,1902,1868],{"class":1858},[1835,1904,1905,1908,1911],{"class":1837,"line":381},[1835,1906,1907],{"class":1844},"  -d",[1835,1909,1910],{"class":1851}," '",[1835,1912,1913],{"class":1844},"{\n",[1835,1915,1916],{"class":1837,"line":681},[1835,1917,1918],{"class":1844},"    \"title\": \"Cannot reset my password\",\n",[1835,1920,1921],{"class":1837,"line":691},[1835,1922,1923],{"class":1844},"    \"requesterEmail\": \"jane@acme.com\",\n",[1835,1925,1926],{"class":1837,"line":628},[1835,1927,1928],{"class":1844},"    \"requesterName\": \"Jane Doe\",\n",[1835,1930,1931],{"class":1837,"line":280},[1835,1932,1933],{"class":1844},"    \"parentNumber\": \"F42\",\n",[1835,1935,1936],{"class":1837,"line":933},[1835,1937,1938],{"class":1844},"    \"workTypeId\": \"1a2b3c4d-5678-90ab-cdef-1234567890ab\",\n",[1835,1940,1941],{"class":1837,"line":849},[1835,1942,1943],{"class":1844},"    \"body\": { \"html\": \"\u003Cp>The reset link 404s for me.\u003C/p>\" },\n",[1835,1945,1946],{"class":1837,"line":1300},[1835,1947,1948],{"class":1844},"    \"externalId\": \"inbound-5521\",\n",[1835,1950,1951],{"class":1837,"line":989},[1835,1952,1953],{"class":1844},"    \"sentAt\": \"2026-10-23T14:02:00Z\"\n",[1835,1955,1957,1960],{"class":1837,"line":1956},13,[1835,1958,1959],{"class":1844},"  }",[1835,1961,1962],{"class":1851},"'\n",[1650,1964,1965,1966,1789,1969,1789,1972,1975],{},"The response is the created ticket (",[1653,1967,1968],{},"data.number",[1653,1970,1971],{},"data.requesterId",[1653,1973,1974],{},"data.channel: \"api\"",", and the rest of the work item).",[1673,1977,1979,1980],{"id":1978},"dating-a-request-to-when-the-customer-wrote-sentat","Dating a request to when the customer wrote: ",[1653,1981,1819],{},[1650,1983,1984,1985,1987,1988,1991,1992,1995],{},"If your tool received the message a while before it reached DevStride, send ",[1653,1986,1819],{},". The ticket is dated to it, and its ",[1664,1989,1990],{},"first-response"," and ",[1664,1993,1994],{},"resolution"," deadlines, and their at-risk warnings, count from it rather than from when DevStride received the call. A customer who wrote 20 minutes before your processor forwarded the message is measured from when they wrote.",[1997,1998,1999,2007,2013,2019],"ul",{},[2000,2001,2002,2003,1757],"li",{},"A time up to five minutes ahead of DevStride's clock (your clock is slightly fast) is treated as ",[2004,2005,2006],"em",{},"now",[2000,2008,2009,2010,1757],{},"A time further in the future, or before the year 2000, is refused with ",[1653,2011,2012],{},"400",[2000,2014,2015,2016,2018],{},"A ",[1653,2017,1819],{}," older than the whole SLA window breaches on arrival, because the promise was already missed.",[2000,2020,2021],{},"It is a live message, not an import: notifications and automations run as for any new ticket.",[1673,2023,2025],{"id":2024},"retries","Retries",[1650,2027,2028,2029,2031,2032,1757],{},"Resend with the same ",[1653,2030,1807],{}," and the response is the ticket created the first time; nothing new is created. A key already used for a customer or staff reply is refused with ",[1653,2033,2012],{},[2035,2036,2037],"style",{},"html pre.shiki code .sBMFI, html code.shiki .sBMFI{--shiki-light:#E2931D;--shiki-default:#FFCB6B;--shiki-dark:#FFCB6B}html pre.shiki code .sfazB, html code.shiki .sfazB{--shiki-light:#91B859;--shiki-default:#C3E88D;--shiki-dark:#C3E88D}html pre.shiki code .sMK4o, html code.shiki .sMK4o{--shiki-light:#39ADB5;--shiki-default:#89DDFF;--shiki-dark:#89DDFF}html pre.shiki code .sTEyZ, html code.shiki .sTEyZ{--shiki-light:#90A4AE;--shiki-default:#EEFFFF;--shiki-dark:#BABED8}html .light .shiki span {color: var(--shiki-light);background: var(--shiki-light-bg);font-style: var(--shiki-light-font-style);font-weight: var(--shiki-light-font-weight);text-decoration: var(--shiki-light-text-decoration);}html.light .shiki span {color: var(--shiki-light);background: var(--shiki-light-bg);font-style: var(--shiki-light-font-style);font-weight: var(--shiki-light-font-weight);text-decoration: var(--shiki-light-text-decoration);}html .default .shiki span {color: var(--shiki-default);background: var(--shiki-default-bg);font-style: var(--shiki-default-font-style);font-weight: var(--shiki-default-font-weight);text-decoration: var(--shiki-default-text-decoration);}html .shiki span {color: var(--shiki-default);background: var(--shiki-default-bg);font-style: var(--shiki-default-font-style);font-weight: var(--shiki-default-font-weight);text-decoration: var(--shiki-default-text-decoration);}html .dark .shiki span {color: var(--shiki-dark);background: var(--shiki-dark-bg);font-style: var(--shiki-dark-font-style);font-weight: var(--shiki-dark-font-weight);text-decoration: var(--shiki-dark-text-decoration);}html.dark .shiki span {color: var(--shiki-dark);background: var(--shiki-dark-bg);font-style: var(--shiki-dark-font-style);font-weight: var(--shiki-dark-font-weight);text-decoration: var(--shiki-dark-text-decoration);}",{"title":1831,"searchDepth":244,"depth":244,"links":2039},[2040,2041,2043],{"id":1675,"depth":244,"text":1676},{"id":1978,"depth":244,"text":2042},"Dating a request to when the customer wrote: sentAt",{"id":2024,"depth":244,"text":2025},"Open a Service Desk ticket for a customer through the API, dated to when they actually wrote, with safe retries.","md",null,{},true,{"title":1141,"description":2044},"CneSfXbo8iH-yeYa_od3dwgX2UDhmXTJ94pilSndvHQ",[2052,2054],{"title":1135,"path":1136,"stem":1137,"description":2053,"children":-1},"Run Service Desk behind your own support tools: post customers' messages in, record the replies you send, report delivery, and read the customer-visible thread back out, all with an API key.",{"title":1145,"path":1146,"stem":1147,"description":2055,"children":-1},"Add a customer's follow-up message to their ticket through the API, exactly as an emailed reply would land.",1792781523773]