Side-loading allows you to retrieve related records as part of a single request. For example, normally a request to /tickets.json returns ticket resources with a structure similar to:

{  "tickets": [    {      "requester_id": 7,      ...    },    ...  ]}

To fetch the requester's data, you must then make another request to /users/7.json.

Using side-loading, you can fetch a partial user resource along with the ticket in a single request. To make the request, add an include parameter containing a comma-separated list of resources to load. Examples:



The response will include a top-level array of associated data under the appropriate resource key.

{  "tickets": [    {      "requester_id": 7,      ...    },    ...  ],  "users": [    {      "id": 7,      "name": "Bob Bobberson",      ...    }  ]}

Special Sideloads


A resource may have an additional abilities sideload that describes what the current user can do with the resource. Example:

GET /api/v2/users/me.json?include=abilities

{  "user": {    "active": true,    "alias": null,    "created_at": "2012-05-08T01:04:47Z",    ...  },  "abilities": [    {      "can_edit": true,      "can_edit_password": true,      "can_manage_identities_of": true,      "can_verify_identities": false,      "url": "",      "user_id": 11    }  ]}

Comment events

A ticket event stream can have a comment_events sideload that includes the ticket comments. The data returned is embedded in the child_events property rather than in a separate array. For more information, see Sideloading in Incremental Ticket Event Export.

Open Ticket Count

A user can have a open_ticket_count sideload that specifies the total number of open tickets assigned to the user.

GET /api/v2/users/me.json?include=open_ticket_count

{  "user": {    "id": 10001,    "active": true,    "alias": null,    "created_at": "2012-05-08T01:04:47Z",    ...  },  "open_ticket_count": {    "10001": 10  }}

For more information, see Sideloading related records in the Develop Help Center.

Supported Endpoints

The following Support API resources support side-loaded records:

Support API resource Side-loaded records
Tickets users, groups, organizations, lastaudits, metricsets, dates, sharingagreements, commentcount, incidentcounts, ticketforms, metric_events (single ticket), slas (single ticket)
Ticket Forms ticket_fields
Audits users, organizations, groups, tickets
Requests users, organizations
Users organizations, abilities, roles, identities, groups, openticketcount
Groups users
Group Memberships users, groups
Automations appinstallation, permissions, usage1h, usage24h, usage7d, usage_30d
Macros appinstallation, categories, permissions, usage1h, usage24h, usage7d, usage_30d
Triggers appinstallation, permissions, usage1h, usage24h, usage7d, usage_30d
Views app_installation, permissions
Organizations abilities
Support addresses brands
View Execution / Previewing The following are automatically side-loaded if applicable: group, organization, users

The following Help Center API resources support side-loaded records:

Help Center API resource Side-loaded records
Categories translations
Sections categories, translations
Articles users, sections, categories, translations
Article comments users, articles, translations
Posts users, topics
Post comments users, posts
Subscriptions users, articles, sections
Votes users, articles, translations