UseResponse API (7.0)

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UseResponse is a complex platform to support customers and social CRM but if you use other systems for project management, invoicing, billing, hosting, you can enhance your experience with customers by integrating our Restful API into your platform.

Api Basics

With UseResponse API you can use following REST commands over HTTP using JSON: POST, GET. PUT, DELETE. All requests should be done to your platform (resource URL) preferably using the https protocol. Make sure to use cURL to make requests, SDK or from your command line.

All requests are done in JSON format. Examples of requests and responses are stated in each section of the documentation.

Authentication and Tokens

In order to make any requests to UseResponse API, you'll need to authorize your requests by providing a valid API key. If guest API is available, you can make requests without providing any API Key.

But first, you need to enable Restful API in Administration » Applications where you can manage the API settings. You have the ability to turn off API, use guest API, and set permissions to use it only for specific admins and agents.

To fetch the data, you need to have permissions that are defined by the agent team in the system. For example, if you'll use guest API, you would get only those information, that is available to guests in the community.

API Keys could be taken and regenerated at User Profile - Options - API Settings. You can also turn off keys for specific users.

There is also option to set trusted domains in the settings in order to allow making api requests only from specific hosts.

Auth

Login

Request Body schema: application/json
email
required
string
password
required
string

Responses

Request samples

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application/json
{
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application/json
{
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Categories

Get list of categories

Authorizations:
ApiKeyAuth
query Parameters
ownership
string
Example: ownership=feedback

Filters the result by given ownership

type
string
Example: type=idea

Filters the result by given object type

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application/json
[
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Get category by id

Authorizations:
ApiKeyAuth
query Parameters
id
integer

ID

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application/json
{
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Changelog

Objects changelog

Authorizations:
ApiKeyAuth

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application/json
[
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Users changelog

Authorizations:
ApiKeyAuth

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application/json
[
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Chats

Get list of all chats

Authorizations:
ApiKeyAuth
query Parameters
authorId
integer
Example: authorId=10

Filters the result by given user id

page
integer
Example: page=3

Specifies the page of results to retrieve

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application/json
{
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Get chat

Authorizations:
ApiKeyAuth

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application/json
{
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Get chat messages

Authorizations:
ApiKeyAuth

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application/json
{
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Moderation

Approve comment

Authorizations:
ApiKeyAuth

Responses

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application/json
{
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Decline comment

Authorizations:
ApiKeyAuth
Request Body schema: application/json
reason
string

In case a comment or topic is declined you can specify decline reason

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application/json
{
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application/json
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Approve topic

Authorizations:
ApiKeyAuth

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application/json
{
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Decline topic

Authorizations:
ApiKeyAuth
Request Body schema: application/json
reason
string

In case a comment or topic is declined you can specify decline reason

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application/json
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application/json
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Comments

Get comments

Authorizations:
ApiKeyAuth
query Parameters
date
string
Enum: "today" "yesterday" "this_week" "last_week" "this_month" "last_month"

Filters the result by given date range

is_private
integer
Default: 0
Enum: 0 1

Request returns private notes if this field is set to 1

sort
string
Default: "asc"
Enum: "asc" "desc"

Sort comments by creation date

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application/json
{
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Create Comment

Authorizations:
ApiKeyAuth
Request Body schema: application/json
content
required
string

The content of a new object. Supports BBcode, but HTML tags are not allowed

Max content length: 12000 chars
is_private
integer

If 1 specified, comment will be saved as private note. To add private note you should have agent’s or admin’s privileges

Valid values: 0, 1
object_id
integer

Valid object(ticket/topic) id

reply_to
integer

Valid comment id to make reply to comment

treat_as_html
integer

API would accept “content” parameter in HTML format. Overrides “Accept HTML Content” global setting for one request

Valid values: 0, 1

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application/json
{
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application/json
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Toggle best comment

Authorizations:
ApiKeyAuth

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application/json
{
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Edit Comment

Authorizations:
ApiKeyAuth
Request Body schema: application/json
content
string

The content of a new object. Supports BBcode, but HTML tags are not allowed

Max content length: 12000 chars
treat_as_html
integer

API would accept “content” parameter in HTML format. Overrides “Accept HTML Content” global setting for one request

Valid values: 0, 1

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application/json
{
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application/json
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Recovery comment to normal state

Authorizations:
ApiKeyAuth

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application/json
{
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Move comment to trash

Authorizations:
ApiKeyAuth

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application/json
{
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Comment vote toggle

Authorizations:
ApiKeyAuth

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application/json
{
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Get object comments

Authorizations:
ApiKeyAuth
query Parameters
is_private
integer
Default: 0
Enum: 0 1

Request returns private notes if this field is set to 1

page
integer

If this parameter is not empty, the response will contain only limited number of comments for specified page. By default this method returns all comments.

sort
string
Default: "asc"
Enum: "asc" "desc"

Sort comments by creation date

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application/json
{
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Additional

Get communities

Authorizations:
ApiKeyAuth

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application/json
[
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Get statuses

Authorizations:
ApiKeyAuth
query Parameters
ownership
string
Example: ownership=feedback

Filters the result by given ownership

type
string
Example: type=idea

Filters the result by given object type

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Content type
application/json
[
]

Users

Get Logged User

Authorizations:
ApiKeyAuth

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application/json
{
}

Update current authenticated user

Authorizations:
ApiKeyAuth
Request Body schema: application/json
email
string

New valid “email” value.

full_name
string

Not empty string containing user’s name.

object

Use name field to specify custom fields values Example {"property_12": "Support", "property_13": 4}

team_id
integer

Valid team numeric identifier

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application/json
{
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application/json
{
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Create User

Authorizations:
ApiKeyAuth
Request Body schema: application/json
email
required
string

New valid “email” value

full_name
required
string

Not empty string containing user’s name

password
string

User’s password

object

Use name field to specify custom fields values Example {"property_12": "Support", "property_13": 4}

team_id
integer

Valid team numeric identifier

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application/json
{
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application/json
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Delete user

Authorizations:
ApiKeyAuth
path Parameters
method
required
string
Example: user

Pass 'user' to save user's objects and replies

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Content type
application/json
{
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Get User by ID

Authorizations:
ApiKeyAuth
path Parameters
id
required
integer
Example: 10

The numerical ID of the user

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application/json
{
}

Edit User

Authorizations:
ApiKeyAuth
Request Body schema: application/json
email
string

New valid “email” value.

full_name
string

Not empty string containing user’s name.

object

Use name field to specify custom fields values Example {"property_12": "Support", "property_13": 4}

team_id
integer

Valid team numeric identifier

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Content type
application/json
{
}

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application/json
{
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Get user objects

Authorizations:
ApiKeyAuth
query Parameters
page
integer
Example: page=5

Specifies the page of results to retrieve

count
integer
Default: 20
Example: count=5

The number of potential user results to retrieve per page. This value has a maximum of 50

Responses

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Content type
application/json
{
}

Update user password

Authorizations:
ApiKeyAuth
Request Body schema: application/json
password
required
string

New valid “email” value

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application/json
{
}

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application/json
{
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Search Users

Authorizations:
ApiKeyAuth
query Parameters
search
string
Example: search=John, john@example.com

The search phrase

team
integer
Example: team=1

Valid team numeric identifier

sort
string
Enum: "top_rated" "created_most" "commented_most"

Sorts the result by given criteria

email
string
Example: email=john@example.com

Search by email

phone
string
Example: phone=4155550132

Search by phone

page
integer
Example: page=5

Specifies the page of results to retrieve

count
integer
Default: 20
Example: count=5

The number of potential user results to retrieve per page. This value has a maximum of 50

status
string
Enum: "online" "offline"

Search by user status. Only agents have status.

Responses

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application/json
{
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Objects

Create Object

Authorizations:
ApiKeyAuth
Request Body schema: application/json
Array of objects

Array of attachments

category_id
integer

Valid category id to assign new object to Value 0 means no category

content
string

The content of a new object. Supports BBcode, but HTML tags are not allowed

Max content length: 12000 chars
Required for feedback, announcements
expire_select
string

Allows to use object expiration date Value never means that announcement has no expiration date

Valid only for announcements. Valid values: never, on_date
expires_at
string

Valid only for announcements and date should be in format dd.mm.yyyy

required when expire_select parameter value is set to on_date
force_author
string

Allows to set object author manually Requires appropriate privilege Valid user id or any email address

is_private
integer

Allows to define object privacy

Only for feedback and announcements
Valid values: 0, 1
object_type
required
string
Enum: "ticket" "idea" "problem" "question"

Valid object type

ownership
required
string
Enum: "feedback" "helpdesk"

Object belongs to a logical group

object

Use name field to specify custom fields values Example {"property_12": "Support", "property_13": 4}

responsible_id
integer

Valid agent or administrator user id Value 0 means nobody

tags
Array of strings

Array of tags

title
required
string

The title of a new object

Max title length: 100 chars

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application/json
{
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application/json
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Delete Object

Authorizations:
ApiKeyAuth

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application/json
{
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Get Object by ID

Authorizations:
ApiKeyAuth
path Parameters
id
required
integer
Example: 10

The numerical ID of the object

Responses

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Content type
application/json
{
}

Edit Object

Authorizations:
ApiKeyAuth
Request Body schema: application/json
Array of objects

Array of attachments

category_id
integer

Valid category id to assign new object to Value 0 means no category

content
string

The content of a new object. Supports BBcode, but HTML tags are not allowed

Max content length: 12000 chars
Required for feedback, announcements
expire_select
string

Allows to use object expiration date Value never means that announcement has no expiration date

Valid only for announcements. Valid values: never, on_date
expires_at
string

Valid only for announcements and date should be in format dd.mm.yyyy

required when expire_select parameter value is set to on_date
force_author
string

Allows to set object author manually Requires appropriate privilege Valid user id or any email address

is_private
integer

Allows to define object privacy

Only for feedback and announcements
Valid values: 0, 1
object_type
string

Valid object type

object

Use name field to specify custom fields values Example {"property_12": "Support", "property_13": 4}

responsible_id
integer

Valid agent or administrator user id Value 0 means nobody

status_id
integer

Valid status id. Id can be taken from statuses.json

tags
Array of strings

Array of tags

title
string

The title of a new object

Max title length: 100 chars

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application/json
{
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application/json
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Archive object to trash

Authorizations:
ApiKeyAuth

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Content type
application/json
{
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Attach file to object

Authorizations:
ApiKeyAuth
path Parameters
name
required
string
Example: screenshot.jpg

The name of the new file with allowed extension

Request Body schema: application/json

Post request body should contain raw file content

string

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Content type
application/json
"string"

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application/json
{
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Toggle on/off lock replies status

Authorizations:
ApiKeyAuth

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application/json
{
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Subscribe to object

Authorizations:
ApiKeyAuth
query Parameters
user_id
integer
Example: user_id=6

If user_id parameter is not defined current user will be used instead

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application/json
{
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Recovery object from trash or archive

Authorizations:
ApiKeyAuth

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application/json
{
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Subscribe to object

Authorizations:
ApiKeyAuth
query Parameters
user_id
integer
Example: user_id=6

If user_id parameter is not defined current user will be used instead

Responses

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application/json
{
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Toggle vote on object

Authorizations:
ApiKeyAuth
query Parameters
value
required
string
Enum: "up" "down" "revert"

Vote action

Responses

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Content type
application/json
{
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Search Objects

Authorizations:
ApiKeyAuth
query Parameters
text
string
Example: text=SAML

The search phrase

ownership
string
Example: ownership=feedback

Object belongs to a logical group

status
string
Example: status=solved

Filters the result by given status

category_id
integer
Example: category_id=10

Filters the result by given category id

date
string
Enum: "today" "yesterday" "this_week" "last_week" "this_month" "last_month"

Filters the result by given date range

type
string
Example: type=problem

Filters the result by given object type

authorId
integer
Example: authorId=10

Filters the result by given user id

sort
string
Enum: "new" "updated" "new_updated" "popular" "trending"

Sorts the result by given filter.

count
integer
Default: 20
Example: count=5

The number of object (for each ownership) to retrieve per page

Responses

Response samples

Content type
application/json
{
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Get tickets

Authorizations:
ApiKeyAuth
query Parameters
text
string
Example: text=SAML

The search phrase

status
string
Default: "all-active"
Example: status=all, opened, on_hold, in_progress, awaiting_reply, all-active, completed

Filters the result by given status

date
string
Enum: "today" "yesterday" "this_week" "last_week" "this_month" "last_month"

Filters the result by given date range

completed_on
string
Enum: "today" "yesterday" "this_week" "last_week" "this_month" "last_month"

Filters the result by given completed range

authorId
integer
Example: authorId=10

Filters the result by given user id

authorEmail
string
Example: authorEmail=support@useresponse.com

Filters the result by given user email

responsible_id
integer
Example: responsible_id=1

Filters the result by given responsible id

forum_id
integer
Example: forum_id=1

Filters the result by given forum id. Forum ids can be taken from /forums.json

completed_by
integer
Example: completed_by=1

Filters the completed tickets by given user id

sort
string
Enum: "new" "updated" "new_updated" "popular" "trending"

Sorts the result by given filter.

page
integer
Example: page=3

Specifies the page of results to retrieve

count
integer
Default: 20
Example: count=5

The number of object (for each ownership) to retrieve per page

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Content type
application/json
{
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Custom Fields

Get object custom fields

Authorizations:
ApiKeyAuth

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application/json
[
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Get user custom fields

Authorizations:
ApiKeyAuth

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application/json
[
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Reports

Get Report Objects

Authorizations:
ApiKeyAuth
path Parameters
id
required
integer
Example: 4

The numerical ID of the report

query Parameters
sort
string
Enum: "new" "new_updated" "activity" "completed_on" "comments" "sla_date" "csat"

Sorts the result by given filter.

groupValue
string

ID of the report group. Can be taken from groups array in the response.

page
integer
Default: 1
Example: page=5

The number of page

perPage
integer
Default: 50
Example: perPage=150

Count of objects per page

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application/json
{
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Get Reports List

Authorizations:
ApiKeyAuth

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application/json
[
]

User Notes

Get user notes

Authorizations:
ApiKeyAuth

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Content type
application/json
{
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Add user note

Authorizations:
ApiKeyAuth
Request Body schema: application/json
content
required
string

The content of a new comment. Supports BBcode, but HTML tags are not allowed

Max content length: 12000 chars
remind_at
string

Not empty string containing user’s name

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application/json
{
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application/json
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Delete user note

Authorizations:
ApiKeyAuth
Request Body schema: application/json
content
required
string

The content of a new comment. Supports BBcode, but HTML tags are not allowed

Max content length: 12000 chars
remind_at
string

Not empty string containing user’s name

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application/json
{
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application/json
{
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Edit user note

Authorizations:
ApiKeyAuth
Request Body schema: application/json
content
required
string

The content of a new comment. Supports BBcode, but HTML tags are not allowed

Max content length: 12000 chars
remind_at
string

Not empty string containing user’s name

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application/json
{
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