How to Retrieve the Full Ticket Conversation Using the BoldDesk API
BoldDesk enables the export of the entire thread of replies and internal notes directly through the BoldDesk REST API or Webhooks.
This guide details the process to obtain and export the full conversation thread of a ticket, encompassing both public replies and internal notes.
Prerequisites
Before you begin:
- Generate an API Key from your BoldDesk account. Learn more about How to Generate a BoldDesk API Key?.
- Include the API key in your request header.
1. Retrieve Ticket Details
Then, you need the Ticket ID of the ticket you want to get the details for and run the API to get the details.
GET /api/v1/tickets
2: Get Public Messages (Replies)
Use the following endpoint to retrieve all public replies on a ticket:
GET /api/v1/tickets/{ticketId}/public-messages
How to Differentiate Customer and Agent Replies in BoldDesk API
When retrieving messages via API, you can differentiate customer vs. agent replies using these fields:
- ‘IsAgent’ - If label true → Agent reply and if label false → Customer reply.
- ‘IsUpdatedByCustomer’ - If label true → Customer reply and if label false → Agent reply.
3: Get Internal Notes (Private Messages)
To retrieve internal notes, use the full ticket details endpoint or check for a dedicated internal notes endpoint (if available in your plan):
GET /api/v1/tickets/{ticketId}
4: (Optional) Get Message Stats
If you want to analyze the volume or timing of replies, use:
GET /api/v1/tickets/{ticketId}/public-messages/min-max-stats
5: Automate with Webhooks (Optional)
To capture replies and notes in real-time, you can set up a Webhook to send you the ticket updates with the desired details in the payload.
Learn more about How to Create and Manage Webhooks.
FAQs
1. Do I need special permissions to use the BoldDesk API for ticket conversations?
Yes. You must have an API Key generated from your BoldDesk account and appropriate role permissions to access ticket data. Without these, API calls will return 401 Unauthorized.
2. Can I export the conversation in CSV or PDF format directly from the API?
No. The API returns data in JSON format. You can convert it to CSV or PDF using external tools or scripts after retrieving the data.
3. Are there rate limits for API calls?
Yes. BoldDesk enforces rate limits to prevent abuse. If exceeded, you’ll receive:
429 Too Many Requests → Wait and retry after the specified time.
4. Does BoldDesk provide real-time updates for ticket conversations?
Yes. Use Webhooks to receive real-time notifications when a ticket is updated. The webhook payload includes message details.
