topic Re: Get thread ID for a conversation from a ticket in APIs & Integrations

Get thread ID for a conversation from a ticket

modernator — Tue, 06 Aug 2024 13:13:18 GMT

Ultimate goal:

- Create an internal comment in a conversation thread

Current status:

- I have a ticket ID, I can get a conversation ID, but I don't see how to use either of these to find a thread ID

- According to the docs here I need a thread ID in order to send a message

Context:

- I am triggering a function when a new email is received in our help desk

- I need the function to find the email and insert a message from the system inserting some info after the email in the thread

- I have already inserted some information into the ticket

Re: Get thread ID for a conversation from a ticket

SteveHTM — Tue, 06 Aug 2024 13:32:57 GMT

@modernator - In all of my work with conversations and inbound emails, I have found these two IDs to be effectively interachangable. Conversations are a poorly defined object in general and can't be extended with additional properties etc. As soon as they get associated with a Contact record, your best option is manioulation of properties in that record.

Best of luck!

Steve

Re: Get thread ID for a conversation from a ticket

modernator — Tue, 06 Aug 2024 13:37:32 GMT

I see. Thanks for the reply.

Unfortunately, they are not that interchangeable, because when I try to create a message using the above ID in the following POST request:

conversations/v3/conversations/threads/{threadId}/messages

It fails with the error:

ConversationsResourceNotFoundError.THREAD_NOT_FOUND

Re: Get thread ID for a conversation from a ticket

modernator — Fri, 23 Aug 2024 09:28:10 GMT

I've found a solution! Just getting to writing it out later. Ping here if you need it urgently 🙏

Re: Get thread ID for a conversation from a ticket

modernator — Mon, 26 Aug 2024 07:16:30 GMT

Okay here we go! After trawling through the properties in various API responses I was able to find this undocumented property: hs_conversations_originating_thread_id

Use it like this to get the conversation thread ID:

https://api.hubapi.com/crm/v3/objects/tickets/{ticket_id}?properties=hs_conversations_originating_thread_id

The resulting ID can then be used to POST a message to this conversation, for example, like this:

https://api.hubapi.com/conversations/v3/conversations/threads/{conversation_thread_ID}/messages

The documentation on the posting seems complete, so use that for creating the post object.

Re: Get thread ID for a conversation from a ticket

JAlvarenga2 — Wed, 30 Apr 2025 00:06:28 GMT

Hello everyone, anyone knows how to do the opposite? getting a ticket from a conversation or thread?

Re: Get thread ID for a conversation from a ticket

JAlvarenga32 — Wed, 30 Apr 2025 02:15:09 GMT

I found a way to get the ticket from the correct thread_id (which is the one received through the conversations webhook events). Posting here if anyone needs it

@modernator thanks btw, since you found this hidden property I was able to use it through another endpoint.

HERE IS THE SOLUTION:

POST https://api.hubapi.com/crm/v3/objects/tickets/search

{ "filterGroups": [ { "filters": [ { "propertyName": "hs_conversations_originating_thread_id", "operator": "EQ", "value": "9092943989" } ] } ], "properties": ["hs_object_id", "subject", "content"] }