Helpdesk API

21 PracBill API endpoints for helpdesk. Base URL https://billing.pracbill.com.au/api.

Get all tickets for a customer

GET /{api_key}/helpdesk/customer/{cid}/tickets

Parameters

Name	In	Type	Description
`status`	query	integer	Filter by status
`limit`	query	integer	Limit results

Responses

200 — Customer tickets retrieved successfully

Get a specific note

GET /{api_key}/helpdesk/note/{noteid}

Responses

200 — Note retrieved successfully

Delete a note

POST /{api_key}/helpdesk/note/{noteid}/delete

Responses

200 — Note deleted successfully

Update a note

POST /{api_key}/helpdesk/note/{noteid}/update

Request body

Field	Type	Description
`note`	string
`internal`	integer
`ignore_response`	boolean

Responses

200 — Note updated successfully

Create a new helpdesk ticket

POST /{api_key}/helpdesk/ticket/create

Request body

Field	Type	Description
`cid` required	integer
`subject` required	string
`body`	string
`uid`	integer	Assigned user ID
`priority`	integer	1=low, 2=medium, 3=high, 4=critical
`ostype`	string
`internal`	integer	Internal note flag (0 or 1)
`contacts`	array of object

Responses

200 — Ticket created successfully

Get a specific helpdesk ticket with full details

GET /{api_key}/helpdesk/ticket/{htid}

Responses

200 — Ticket retrieved successfully

Assign a ticket to a user

POST /{api_key}/helpdesk/ticket/{htid}/assign/{uid}

Responses

200 — Ticket assigned successfully

Upload a single attachment to an existing helpdesk ticket. The request must be multipart/form-data with the binary in the `file` field; JSON or base64 bodies are not accepted. Files larger than 10MB are rejected. The new attachment is listed by the ticket detail endpoint and served by the attachment download endpoint.

POST /{api_key}/helpdesk/ticket/{htid}/attachment

Responses

200 — Attachment stored successfully, or a JSON error describing why it was rejected

Download a single attachment belonging to a helpdesk ticket. The file content is base64 encoded in the JSON response. Files larger than 10MB are not served.

GET /{api_key}/helpdesk/ticket/{htid}/attachment/{rdid}

Responses

200 — Attachment retrieved successfully, or a JSON error describing why it could not be served

Close a helpdesk ticket

POST /{api_key}/helpdesk/ticket/{htid}/close

Request body

Field	Type	Description
`note`	string	Closing note
`uid`	integer	User closing the ticket

Responses

200 — Ticket closed successfully

Add a note to a ticket. Optionally stores base64 encoded file attachments against the ticket (up to 10, each at most 10MB decoded) and, with send_notification set, sends the standard helpdesk update email for the note with those files attached. Invalid attachment input is rejected before the note or any attachment is written.

POST /{api_key}/helpdesk/ticket/{htid}/note/add

Request body

Field	Type	Description
`note` required	string
`uid`	integer
`internal`	integer	0=customer visible, 1=internal only
`ignore_response`	boolean
`send_notification`	integer	1 to send the standard helpdesk update email for this note (attachments from this request included). Default 0: nothing is emailed. Internal notes/tickets keep the notifier's customer-email suppression.
`attachments`	array of object	Files to attach to the ticket. Each is stored in the department's attacheddocs directory and listed on the ticket, exactly as a UI upload. Names must be plain file names (no path separators or control characters); content must be valid base64 decoding to 1..10485760 bytes.

Responses

200 — Note added successfully

Get all notes for a ticket

GET /{api_key}/helpdesk/ticket/{htid}/notes

Responses

200 — Notes retrieved successfully

Set ticket priority

POST /{api_key}/helpdesk/ticket/{htid}/priority/{priority}

Responses

200 — Priority updated successfully

Reopen a closed helpdesk ticket

POST /{api_key}/helpdesk/ticket/{htid}/reopen

Request body

Field	Type	Description
`note`	string	Reopening note
`uid`	integer	User reopening the ticket

Responses

200 — Ticket reopened successfully

Update a helpdesk ticket

POST /{api_key}/helpdesk/ticket/{htid}/update

Request body

Field	Type	Description
`subject`	string
`uid`	integer
`priority`	integer
`status`	integer
`ostype`	string
`cid`	integer

Responses

200 — Ticket updated successfully

Void a helpdesk ticket

POST /{api_key}/helpdesk/ticket/{htid}/void

Request body

Field	Type	Description
`note`	string	Void reason
`uid`	integer	User voiding the ticket

Responses

200 — Ticket voided successfully

Get paginated list of helpdesk tickets with filtering

GET /{api_key}/helpdesk/tickets

Parameters

Name	In	Type	Description
`status`	query	integer	Filter by status (0=open, 1=closed, 2=void)
`cid`	query	integer	Filter by customer ID
`uid`	query	integer	Filter by assigned user ID
`priority`	query	integer	Filter by priority (1=low, 2=medium, 3=high, 4=critical)
`search`	query	string	Search in subject and company
`limit`	query	integer	Records per page (default: 20)