--- title: "Get an issue by its ID/number" method: GET path: "/issues/{id}" tags: ["issues"] --- # Get an issue by its ID/number `GET /issues/{id}` Returns a single issue by ID or issue number. **Rate limit:** 60 requests per minute ## Path parameters - `id` string, required ## Response `200` - GetIssueResponseBody - `data` Issue - `account` MiniAccount - `external_ids` ExternalID[] — External IDs associated with the account. - `external_id` string — The external ID. Must be unique per object type (ex. account). - `label` string — The label of the external ID. Must be unique per object. - `id` string — The ID of the account. - `active_time_by_user` ActiveTimeByUser[] — Active time spent on the issue broken down per user, if any. - `active_time_seconds` integer — The user's active time on the issue in seconds. - `business_hours_active_time_seconds` integer — The user's business-hours active time on the issue in seconds. - `user_id` string — The ID of the user who spent the time. - `active_time_seconds` integer — The total active time spent on the issue in seconds, if any. Equals the sum of the per-user active time. - `assignee` MiniUser - `email` string — The email of the user. - `id` string — The ID of the user. - `attachment_urls` string[] — The attachment URLs attached to this issue, if any. - `author_unverified` boolean — Whether any message on the issue has an unverified author identity. True if any message author's identity has NOT been verified (e.g., from public forms). - `body_html` string — The body of the issue in HTML format. - `business_hours_active_time_seconds` integer — The total business-hours active time spent on the issue in seconds, if any. Equals the sum of the per-user business-hours active time. - `business_hours_first_response_seconds` integer — The business hours time in seconds it took for the first response to the issue, if any. - `business_hours_resolution_seconds` integer — The business hours time in seconds it took for the issue to be resolved, if any. - `business_hours_time_in_status_seconds` object — A map of status slug to the business hours time in seconds the issue has spent in that status. Includes both base statuses (e.g. "new", "waiting_on_you") and custom statuses. - `chat_widget_info` IssueChatWidgetInfo - `page_url` string — The URL of the page that the user was on when they started the chat widget issue. - `child_issues` MiniIssue[] — The child issues in this group, if this issue is an issue group. - `id` string — The ID of the issue. - `number` integer — The number of the issue. - `created_at` string — The time the issue was created. - `csat_responses` CSATResponse[] — The CSAT responses of the issue, if any. - `comment` string — The comment of the CSAT response. - `score` integer — The score of the CSAT response. - `custom_fields` object — Custom field values associated with the issue. - `customer_portal_visible` boolean — Whether the issue is visible in the customer portal. - `external_issues` ExternalIssue[] — The external issues associated with the issue, if any. - `external_id` string — The external ID of the external issue. Jira: ID of the issue (autoincrementing number from 10000). GitHub: Owner/Repo/IssueID. Linear: ID of the issue (UUID). Asana: ID of the task (Long number). - `link` string — Link to the product issue. - `source` string — The source of the external issue. - `first_response_breach_time` string — The time by which the issue's first response SLA will breach, if any. Only present for issues with an active first response SLA. - `first_response_seconds` integer — The time in seconds it took for the first response to the issue, if any. - `first_response_time` string — The time of the first response to the issue, if any. - `id` string — The ID of the issue. - `latest_message_time` string — The time of the latest message in the issue. - `link` string — The link to the issue in Pylon. - `number` integer — The number of the issue. - `number_of_touches` integer — The number of times the issue has been touched. - `parent_issue_group` MiniIssue - `id` string — The ID of the issue. - `number` integer — The number of the issue. - `requester` MiniContact - `email` string — The email of the contact. - `id` string — The ID of the contact. - `resolution_breach_time` string — The time by which the issue's resolution SLA will breach, if any. Only present for open issues with an active resolution SLA. - `resolution_seconds` integer — The time in seconds it took for the issue to be resolved, if any. - `resolution_time` string — The time of the resolution of the issue, if any. - `slack` SlackInfo - `channel_id` string — The Slack channel ID associated with the issue. - `message_ts` string — The root message ID of slack message that started issue. - `workspace_id` string — The Slack workspace ID associated with the issue. - `snoozed_until_time` string — The time the issue was snoozed until in RFC3339 format, if any. - `source` 'slack' | 'microsoft_teams' | 'microsoft_teams_chat' | 'chat_widget' | 'email' | 'manual' | 'form' | 'discord' | 'whatsapp' | 'sms' | 'telegram' | 'phone' — The source of the issue. - `state` string — The state of the issue. This could be one of `["new", "waiting_on_you", "waiting_on_customer", "on_hold", "closed"] or a custom status slug. - `tags` string[] — Tags associated with the issue. - `team` MiniTeam - `id` string — The ID of the team. - `team_slas` TeamSLA[] — The team-scoped SLAs on the issue, if any. One entry per team, mirroring the issue-level first response and resolution SLA fields. - `first_response` SLATimes - `breach_time` string — The time at which it breaches (or has breached), if any. - `business_hours_seconds` integer — The elapsed business-hours time in seconds, if any. - `seconds` integer — The elapsed time in seconds, if any. - `time` string — The time it was reached, if any. - `resolution` SLATimes - `breach_time` string — The time at which it breaches (or has breached), if any. - `business_hours_seconds` integer — The elapsed business-hours time in seconds, if any. - `seconds` integer — The elapsed time in seconds, if any. - `time` string — The time it was reached, if any. - `team_id` string — The ID of the team these are scoped to. - `time_in_status_seconds` object — A map of status slug to the time in seconds the issue has spent in that status. Includes both base statuses (e.g. "new", "waiting_on_you") and custom statuses. - `title` string — The title of the issue. - `type` 'conversation' | 'ticket' — The type of the issue. `conversation`: A conversation. `ticket`: A support ticket. - `updated_at` string — The time the issue was last updated. - `request_id` string — The request ID for tracking. ## Other responses - `400` — The request was invalid or could not be completed. - `404` - `500` — An unexpected internal error occurred. --- [API](https://skmtc.net/usepylon/apis/pylon-api.md) · [All operations](https://skmtc.net/usepylon/apis/pylon-api/llms.txt) · [OpenAPI document](https://skmtc-service-staging.skmtc.workers.dev/v1/apis/usepylon/pylon-api/versions/7b6ea6af992a/schema)