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:
To fetch the requester's data, you must then make another request to
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.
"name": "Bob Bobberson",
A resource may have an additional
abilities sideload that describes what the current user can do with the resource. Example:
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.
For more information, see Sideloading related records in the Develop Help Center.
Search supports sideloads. However, you must specify the type of records searched in the
include query parameter to sideload data related to that record type. Specify the type and sideload using the following syntax:
For example, the following request searches for a user and specifies the type
users to sideload the user's identities:
The following request searches for tickets and specifies the type
tickets to sideload the tickets' user and SLA data:
See the table in Supported Endpoints for the supported sideloads for different record types.
The following Support API resources support side-loaded records:
|Support API resource||Side-loaded records|
|Tickets||brands, users, groups, organizations, last_audits, metric_sets, dates, sharing_agreements, comment_count, incident_counts, ticket_forms, metric_events (single ticket), slas (single ticket)|
|Audits||users, organizations, groups, tickets|
|Users||organizations, abilities, roles, identities, groups, open_ticket_count|
|Group Memberships||users, groups|
|Automations||app_installation, permissions, usage_1h, usage_24h, usage_7d, usage_30d|
|Macros||app_installation, categories, permissions, usage_1h, usage_24h, usage_7d, usage_30d|
|Triggers||app_installation, permissions, usage_1h, usage_24h, usage_7d, usage_30d|
|View Execution / Previewing||The following are automatically side-loaded if applicable: group, organization, users|
|Search||Records related to type of records searched (mainly tickets, users, orgs). See Searches|
The following Help Center API resources support side-loaded records:
|Help Center API resource||Side-loaded records|
|Articles||users, sections, categories, translations|
|Article comments||users, articles, translations|
|Post comments||users, posts|
|Subscriptions||users, articles, sections|
|Votes||users, articles, translations|