When your tool delivers a reply to a customer, or fails to, report it with POST /service-desk/comments/{commentId}/delivery-receipt. Staff see one line under the reply in the ticket's conversation, updated live while the ticket is open:
Your message id shows when they hover over the line. DevStride's own email check mark and bounce warning, if the reply was also emailed, stay beside it.
Receipts are informational. They never move an SLA clock, and DevStride sends nothing because of them. The latest receipt for a reply replaces the earlier one.
Needs: Send Public Replies and comment access to the ticket.
| Field | Required | Meaning |
|---|---|---|
messageId | Yes | Your tool's own id for the message it sent (up to 256 characters). |
state | Yes | sent once delivered; failed when it could not be. |
at | No | When it was delivered or given up on, ISO 8601. Defaults to now. |
detail | No | A short reason staff should see, up to 1,000 characters. Shown as plain text. |
curl -X POST "https://api.devstride.com/v1/organizations/$ORG_ID/service-desk/comments/$COMMENT_ID/delivery-receipt" \
-u "$DEVSTRIDE_API_KEY:$DEVSTRIDE_API_SECRET" \
-H "Content-Type: application/json" \
-d '{ "messageId": "msg-7731", "state": "failed", "detail": "Mailbox full" }'
The response is the comment with its deliveryState.partner set.
Any customer-visible reply on a ticket: the staff replies you post through the API, and, when you deliver everything yourself, replies staff typed in DevStride. The commentId arrives in the comment.created webhook event.
| Status | When |
|---|---|
401 / 403 | No comment access to the ticket, or missing Send Public Replies. |
404 | No such comment in this organization, or it was deleted. |
409 | The comment is an internal note, or it is not on a Service Desk ticket. |
Staff Replies
Record a staff reply your own tool already delivered to the customer, so DevStride counts it for SLA without emailing it again.
Reading Tickets and Threads
Show customers their tickets in your own portal: the customer-visible conversation, the status label they would see, and ticket lists by requester or company.