Find messages by query
Get messages by query with support for filtering and pagination.
Filtering:
- Filter by ticket:
ticket=507f1f77bcf86cd799439011. Any identifierGET /tickets/{ticketId}accepts works here too — the human-facing ticket number shown in the dashboard (ticket=143790), the 24-char ObjectId, or the shareToken. - Filter by type:
type=TEXTortype=TEXT,NOTE(comma-separated values match any; bracket syntax such astype[$in]=...is NOT supported) - Filter by bot messages:
bot=trueorbot=false - Filter by date range:
createdAt>=2024-01-01&createdAt<=2024-12-31
Ordering: Messages are always returned oldest-first (ascending createdAt); the sort order is not
configurable.
Pagination:
- Cursor mode (recommended): pass
paginated=trueto receive{ items, hasMore, nextBefore }; passbefore=<messageId>(the previousnextBefore) to fetch the next older page.skipis ignored in this mode;limitdefaults to 30 and is clamped to 1-100. - Legacy mode (no
paginated): returns a flat array;limitdefaults to 1000 and values above 100 are clamped to 100;skipis applied.
Exporting a full conversation:
Filter by ticket rather than by bot. bot=true selects messages exchanged with the AI bot, so on a
conversation that was handed over to a human it omits the agent’s replies — ticket={ticketId} returns
the complete transcript. Thread replies are not part of the main feed either; fetch them per message with
GET /messages/{messageId}/thread. Which conversations still exist is governed by retention — AI-only
(type=BOT) conversations are deleted about 33 days after they are created, see GET /tickets.
Ticket history:
Since August 2026 this endpoint returns conversation messages only. Audit entries — FEEDBACK_UPDATED
(status, assignee, team, priority, type, tag, title changes, …) and workflow/system entries — are no
longer part of the response; filtering by those types returns an empty result. Fetch them from
GET /tickets/{ticketId}/history, which returns them in the same message-compatible shape.
Translation:
language=esreturns messages translated into the given language. Requires the project setting ‘translate customer messages’; only conversation messages (TEXT,USER_TEXT,NOTE,BOT,BOT_REPLY,SHARED_COMMENT) are translated, and messages already in the target language are returned unchanged.
Authorizations
Bearer authentication header of the form Bearer <token>, where <token> is your auth token.
Headers
Query Parameters
- Set to
truefor cursor mode: returns{ items, hasMore, nextBefore }
- Cursor for the next older page (the previous response's
nextBefore); only withpaginated=true
- Maximum number of messages to return. Cursor mode: default 30, clamped to 1-100. Legacy mode: default 1000, values above 100 are clamped to 100.
- Deprecated, accepted and ignored. Ticket-history entries are served by
GET /tickets/{ticketId}/history.
Response
Ok