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Six endpoints. Create a ticket, list and read tickets, update one, and read or post messages.

Authentication

Every request needs Authorization: Bearer mdsk_api_..., from Settings → API.

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Conventions

JSON in, JSON out. Send Content-Type: application/json on anything with a body. Timestamps are ISO 8601 in UTC, always. Ids are UUIDs. reference (ACME-1042) is the human-facing label, the one you show people. id is what you pass to the API. Every response carries X-Request-Id. Log it, and include it when you report a problem.

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Versioning

The version lives in the path. Additive changes ship in place, so your integration should ignore fields it does not recognise rather than failing on them. A breaking change gets a new version.

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The ticket lifecycle

resolved and closed can both go back to open. Anything else the state machine does not allow returns 422 invalid_transition. A requester replying to a resolved ticket reopens it. That is the one transition that happens without a person.

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Public and internal messages

A message is public or internal, and the difference is who can see it. A public message reaches the requester on the channel the ticket arrived on. An internal note notifies nobody outside the workspace. Internal notes are never returned by this API, on any endpoint, with any parameter. If you need them, they are in the dashboard.

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What this API does not expose

Drafts, the AI audit log, automation settings, billing, and knowledge sources are all dashboard-only for now. Reading the audit log is the most likely early addition, since compliance teams tend to ask for it.

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Before you build

Idempotency

Read this before putting ticket creation behind a retry.

Pagination

Cursors, not page numbers, and why.

Errors

One envelope, a fixed set of codes, and which are worth retrying.

Rate limits

600 a minute per credential.

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The dashboard’s own API is not this one

The dashboard talks to a different, unversioned surface using a signed-in agent’s session. It is internal and changes without notice. Everything documented here is the stable one. If you find an endpoint that is not in this reference, it is not a contract and it will move.