Release Notes

When listing tickets, users, or customers, you could previously filter by an external system's reference. The query parameters external_ref_source and external_ref_id are no longer accepted, and sending them now returns a 422 error.

Endpoints affected

• GET /v1/tickets
• GET /v1/users
• GET /v1/customers

👍

What to do

Stop sending external_ref_source and external_ref_id when listing these records.

Address details used to be wrapped inside one address block. They now sit directly on the customer, on both requests and responses. A nested address object now returns 422.

Before

{
  "address": {
    "city": "Boston",
    "zip_code": "02108"
  }
}

Now

{
  "city": "Boston",
  "zip_code": "02108"
}

Endpoints affected

• POST /v1/customers
• PATCH /v1/customers/{id}

👍

What to do

Send the address pieces (street, city, state, country, zip_code, address_1, address_2) at the top level instead of inside an address block.

The field was renamed to better match the rest of the product. The old sector name is no longer recognised — when sending data, filtering a list, or reading a customer back. It was removed from the request body, the list filter, and the response.

Endpoints affected

• POST /v1/customers
• PATCH /v1/customers/{id}
• GET /v1/customers

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What to do

Use industry wherever you previously used sector.

The customer type can be either business or individual. Input is case-insensitive ("Business" works), but the value you get back will always be lowercase.

Endpoints affected

• POST /v1/customers
• PATCH /v1/customers/{id}
• GET /v1/customers

👍

What to do

If you compare this value anywhere in your code, compare it lowercased.

full_name, first_name, and last_name must now be 2–50 characters and look like real names — letters, digits, spaces, and the common punctuation . , ' -. Blank or punctuation-only names are rejected with a 400.

Endpoints affected

• POST /v1/users
• PATCH /v1/users/{id}

👍

What to do

Make sure the names you send fit these limits, otherwise the request will be rejected.

manager_id can still be set when creating a user, but it is rejected when updating one.

Endpoints affected

• PATCH /v1/users/{id}

👍

What to do

Set the manager at creation time, and remove manager_id from your update calls.

A time entry has no status of its own — that's a property of the ticket. Sending status now returns 422.

Endpoints affected

• POST /v1/time-entries
• PATCH /v1/time-entries/{id}

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What to do

Drop status from time-entry create/update. To change a ticket's status, update the ticket instead.

You used to set the SLA while updating a ticket. Sending sla_id in a ticket update now returns 422 NOT_SUPPORTED. There's a dedicated endpoint instead that also recalculates the due dates.

Use this instead of the old way

• PATCH /v1/tickets/{id} — no longer accepts SLA
• POST /v1/tickets/{id}/sla

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What to do

Call POST /v1/tickets/{id}/sla with { "sla_id": "…" }, sending just the SLA you want to assign.

DELETE /v1/webhooks/{id} changed from 204 No Content (empty) to 200 OK with a JSON body: { success, statusCode, message, data: null }. Deleting something that doesn't exist still returns 404.

Endpoint affected

• DELETE /v1/webhooks/{id}

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What to do

Nothing in most cases — but if your code checks for exactly 204 (or expects a completely empty response), accept 200 with the confirmation body instead.