> ## Documentation Index > Fetch the complete documentation index at: https://docs.visitoai.com/llms.txt > Use this file to discover all available pages before exploring further. # List tickets and escalations > Discover durable work across the connected workspace, including legacy reviews. Filter and paginate rather than reading every conversation. Counts are work items, independent of unread and needsReply. Read get_ticket and lifecycle events before deciding an action; conversation/message evidence requires its existing scopes. Follow all pages with unchanged filters. Lists are live, not frozen snapshots. ## OpenAPI ````yaml /openapi.json get /tickets openapi: 3.0.3 info: title: Visito M2M API version: 1.0.0 description: >- Tenant-scoped server-to-server API for channels, conversations, commerce, custom AI tools, and WhatsApp templates. Send operations are asynchronous and return queued acknowledgements. Expansion adds conversation controls, knowledge, sales opportunities, delivery status, reporting, and signed webhooks. servers: - url: https://platform-api.visitoai.com/m2m/v1 description: Production security: - bearerAuth: [] tags: - name: Channels - name: Conversations - name: Commerce - name: Custom tools - name: WhatsApp templates - name: Properties - name: Knowledge - name: Sales CRM - name: Delivery - name: Reporting - name: Webhooks paths: /tickets: get: tags: - Tickets summary: List tickets and escalations description: >- Discover durable work across the connected workspace, including legacy reviews. Filter and paginate rather than reading every conversation. Counts are work items, independent of unread and needsReply. Read get_ticket and lifecycle events before deciding an action; conversation/message evidence requires its existing scopes. Follow all pages with unchanged filters. Lists are live, not frozen snapshots. operationId: list_tickets parameters: - name: limit in: query required: false schema: type: integer minimum: 1 maximum: 100 default: 25 - name: cursor in: query required: false schema: type: string maxLength: 4000 description: >- Continue with nextCursor and unchanged filters. The list is live; updated items can move between pages. - name: status in: query required: false schema: type: string enum: - pending - in_progress - resolved - cancelled - name: type in: query required: false schema: type: string enum: - ticket - escalation - name: owner in: query required: false schema: type: string description: >- all, unassigned, or an active human operator ID. Agents cannot use mine. - name: propertyId in: query required: false schema: type: string - name: channel in: query required: false schema: type: string enum: - whatsapp - instagram - messenger - webchat - name: conversationId in: query required: false schema: type: string - name: updatedSince in: query required: false schema: type: string format: date-time responses: '200': description: Confirmed resource state. content: application/json: schema: $ref: '#/components/schemas/TicketListResponse' '400': description: Invalid request. content: application/json: schema: $ref: '#/components/schemas/TicketApiError' '401': description: Authentication required. content: application/json: schema: $ref: '#/components/schemas/TicketApiError' '403': description: Required permission missing or read-only rollout. content: application/json: schema: $ref: '#/components/schemas/TicketApiError' '404': description: Resource unavailable in this workspace. content: application/json: schema: $ref: '#/components/schemas/TicketApiError' '409': description: State, revision or idempotency conflict. content: application/json: schema: $ref: '#/components/schemas/TicketApiError' '502': description: Reconcile an uncertain escalation request. content: application/json: schema: $ref: '#/components/schemas/TicketApiError' '503': description: Capability unavailable. content: application/json: schema: $ref: '#/components/schemas/TicketApiError' security: - bearerAuth: [] components: schemas: TicketListResponse: type: object properties: tickets: type: array items: $ref: '#/components/schemas/TicketSummary' counts: $ref: '#/components/schemas/TicketCounts' hasMore: type: boolean nextCursor: type: string nullable: true asOf: type: string additionalProperties: false required: - tickets - counts - hasMore - nextCursor - asOf TicketApiError: type: object properties: error: type: object properties: code: type: string message: type: string details: type: object additionalProperties: true additionalProperties: false required: - code - message additionalProperties: false required: - error TicketSummary: type: object properties: ticketId: type: string tenantId: type: string conversationId: type: string type: type: string enum: - ticket - escalation status: type: string enum: - pending - in_progress - resolved - cancelled title: type: string description: type: string revision: type: integer minimum: 0 channel: type: string contextStatus: type: string enum: - available - unavailable contact: $ref: '#/components/schemas/TicketContact' business: $ref: '#/components/schemas/TicketBusiness' assignee: $ref: '#/components/schemas/TicketAssignee' createdAt: type: string updatedAt: type: string resolvedAt: type: string source: $ref: '#/components/schemas/TicketSource' permittedActions: type: array items: type: string enum: - update - assign - note - start - resolve - cancel escalation: $ref: '#/components/schemas/TicketEscalation' additionalProperties: false required: - ticketId - tenantId - conversationId - type - status - title - description - revision - channel - contextStatus - contact - createdAt - updatedAt - source - permittedActions TicketCounts: type: object properties: pending: type: integer minimum: 0 in_progress: type: integer minimum: 0 resolved: type: integer minimum: 0 cancelled: type: integer minimum: 0 additionalProperties: false required: - pending - in_progress - resolved - cancelled TicketContact: type: object properties: displayName: type: string avatarUrl: type: string additionalProperties: false TicketBusiness: type: object properties: propertyId: type: string name: type: string additionalProperties: false required: - propertyId TicketAssignee: type: object properties: operatorId: type: string name: type: string additionalProperties: false required: - operatorId TicketSource: type: object properties: kind: type: string enum: - manual - legacy_review - runtime - agent messageId: type: string eventId: type: string additionalProperties: false required: - kind TicketEscalation: type: object properties: reasonCode: type: string capturedFields: type: object additionalProperties: true missingFields: type: array items: type: string returnsToAiOnResolve: type: boolean enum: - true ownershipActive: type: boolean knowledgeGap: $ref: '#/components/schemas/TicketKnowledgeGap' additionalProperties: false required: - reasonCode - returnsToAiOnResolve - ownershipActive TicketKnowledgeGap: type: object additionalProperties: false required: - contextStatus description: >- Saved knowledge-gap context, loaded only by ticket detail. Requires conversations:read for M2M/MCP. Missing or denied evidence is explicit; this is historical evidence, not a current policy evaluation. properties: contextStatus: type: string enum: - available - unavailable - permission_denied schemaVersion: type: string enum: - '1.0' - '2.0' category: type: string maxLength: 100 description: >- Usually missing_knowledge, weak_evidence, contradictory_evidence, stale_or_unverifiable_evidence or live_provider_required. Older saved categories remain readable. sourceCount: type: integer minimum: 0 maximum: 9007199254740991 sourceTitles: type: array maxItems: 5 items: type: string maxLength: 200 description: >- Up to five recorded source titles, not source contents or proof that every listed source caused the contradiction. importance: type: string maxLength: 100 description: Optional legacy diagnostic importance, not a ticket priority. confidence: type: string enum: - high - medium description: Optional saved legacy confidence. receiptStatus: type: string enum: - available - unavailable description: >- Whether a matching detection receipt was read. Does not describe ticket completion. receipt: $ref: '#/components/schemas/TicketKnowledgeGapReceipt' TicketKnowledgeGapReceipt: type: object additionalProperties: false required: - receiptId - reportedAt - behavior - disposition properties: receiptId: type: string maxLength: 200 reportedAt: type: string format: date-time behavior: type: string enum: - report_only - create_handoff disposition: type: string enum: - reported - handoff_requested - handoff_rejected - handoff_failed securitySchemes: bearerAuth: type: http scheme: bearer bearerFormat: Visito M2M API key description: Server-side tenant-scoped credential created from Build > API Keys. ```` This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.