Ticket Recycle Bin

Ticket Recycle Bin
- Ticket Recycle Bin Manage
GET ticketing/recycleBinTickets
GET ticketing/recycleBinTickets/{id}
POST ticketing/recycleBinTickets/{id}:restore
Model
Ticket Recycle Bin JSON Format

Ticket Recycle Bin is represented as simple flat JSON objects with the following keys:

Name Type Description
id selfIncrementId Id of the ticket.
subject string Subject of the ticket.
originalConversationId string Conversion Id in original channel.
assigneeId guid Id of agent or chatbot that the ticket is assigned to.
departmentAssigneeId guid Id of department that the ticket is assigned to.
channelId string Id of the channel of the first message of the ticket.
channelAccountId guid Id of the channel account of the first message of the ticket.
lastMessageId guid Id of the last message of the ticket.
lastMessageChannelId string Id of the channel of the last message of the ticket.
lastMessageChannelAccountId guid Id of the channel account of the last message of the ticket.
contactOrVisitorId guid Id of the contact or visitor that the ticket related to.
createdById guid Id of role(contact, visitor, chatbot, channelAccount, system, agent) who created the ticket.
lastRepliedById guid Id of role who last replied the ticket.
resolvedById guid Id of role resolved the ticket.
assigneeType string Type of the ticket assignee. Allowed values are "agent", "chatbot".
contactOrVisitorType string Type of the ticket contact. Allowed values are "contact", "visitor", "chatbot", "channelAccount", "system", "agent".
status string Status of the ticket. Allowed values are "new", "pendingInternal", "pendingExternal", "onHold", "resolved".
priority string Priority of the ticket. Allowed values are "urgent", "high", "normal", "low".
createdByType string Who created the ticket. Allowed values are "contact", "visitor", "chatbot", "channelAccount", "system", "agent".
lastRepliedByType string Who replied the ticket recently. Allowed values are "contact", "visitor", "chatbot", "channelAccount", "system", "agent".
resolvedByType string Who the ticket is resolved by. Allowed values are "contact", "visitor", "chatbot", "channelAccount", "system", "agent".
isReadByAgent bool Whether the ticket is read by any agent or not.
isReadByContact bool Whether the ticket is read by the contact or not.
ifHasDraft bool Whether the ticket has draft or not.
mergedToTargetId integer Id of the ticket that it was merged to.
totalReplies integer Total number of messages, replied by agents, contacts or visitor.
createdTime datetime Time when the ticket is created.
lastUpdatedTime timestamp Last updated time of the ticket.
lastRepliedTime datetime Last replied time of the ticket.
lastStatusChangedTime datetime Last status changed time of the ticket.
resolvedTime datetime Resloved time of the ticket.
isInRecycleBin bool Whether the ticket is in recyle bin or not.
reopenedTime datetime Time when the resolved ticket was reopened.
responseTimeSpan long Total amount of time the status of the ticket was pending internal.
replyingAgent string Allowed values are "noReply", "agentOnly", "botOnly", "agentAndBot".
responseCount long Number of replies.
resolvedTimeSpan long Total time it took to resolve the ticket.
firstResponseTimeSpan long Time it took for the agent to send the first response after a ticket is created.

NoteMention JSON Format:

Name Type Description
isReadByAgent bool Whether the mention has been read by agent or not.
noteId guid Id of the note which the mention belongs to.
id guid Id of the mention.
agentId guid Id of the mentioned agent.
ticketId selfIncrementId Id of the ticket which the note belongs to.
Endpoint
Get the list of Ticket Recycle Bin

GET ticketing/recycleBinTickets

Parameters:
Name Type In Required Description
include string query no Allowed values are "ticketingTag", "ticketingEventLog", "ticketingDraft", "ticketingMessage", "lastMessage", "assignee", "departmentAssignee", "createdBy", "lastRepliedBy", "contactOrVisitor".
Response:

An array of   Ticket Recycle Bin

Example

Sample Request:

curl https://api15.comm100.io/v4/ticketing/recycleBinTickets \
-X 'GET' \
-H 'Authorization: Bearer {access_token}' \

Response:

 HTTP/1.1 200 OK

{"recycleBinTickets":[{"id":11,"subject":"Chat Transcript with Michael","originalConversationId":"110778970771178_202317311617343","assigneeId":"1487fc9d-92e6-4487-a2e8-92e68d6892e6","departmentAssigneeId":"91B032D9-0D07-4798-95F7-7EA482BC592C","channelId":"F9B07E54-0D35-4F53-BA63-1194E4297291","channelAccountId":"1487fc9d-92e6-4487-a2e8-92e68d6892e6","lastMessageId":"1487fc9d-92e6-4487-a2e8-92e68d6892e6","lastMessageChannelId":"E23B5D3C-4E7E-4131-9B3A-52B061BA7DE3","lastMessageChannelAccountId":"1487fc9d-92e6-4487-a2e8-92e68d6892e6","contactOrVisitorId":"E23B5D3C-4E7E-4131-9B3A-52B061BA7DE4","createdById":"1487fc9d-92e6-4487-a2e8-92e68d6892e6","lastRepliedById":"93AD44C8-CB30-40E1-8941-B693BAE74455","resolvedById":"1487fc9d-92e6-4487-a2e8-92e68d6892e6","assigneeType":"agent","contactOrVisitorType":"contact","status":"new","priority":"normal","createdByType":"contact","lastRepliedByType":"agent","resolvedByType":"agent","isReadByAgent":false,"isReadByContact":false,"ifHasDraft":false,"mergedToTargetId":89,"totalReplies":4,"createdTime":"2021-05-12T08:10:53.480Z","lastUpdatedTime":"2021-04-07T05:59:17.887Z","lastRepliedTime":"2021-05-12T08:10:53.486Z","lastStatusChangedTime":"2021-05-12T08:10:53.486Z","resolvedTime":"2021-05-12T08:10:53.486Z","isInRecycleBin":false,"reopenedTime":"2021-04-07T05:59:17.887Z","responseTimeSpan":50,"replyingAgent":"","responseCount":3,"resolvedTimeSpan":2517872,"firstResponseTimeSpan":127}],"nextPage":null,"previousPage":null,"total":1}
Get a single Ticket Recycle Bin

GET ticketing/recycleBinTickets/{id}

Parameters:
Name Type In Required Description
include string query no Allowed values are "ticketingTag", "ticketingEventLog", "ticketingDraft", "ticketingMessage", "lastMessage", "assignee", "departmentAssignee", "createdBy", "lastRepliedBy", "contactOrVisitor".
Response:
Example

Sample Request:

curl https://api15.comm100.io/v4/ticketing/recycleBinTickets/11 \
-X 'GET' \
-H 'Authorization: Bearer {access_token}' \

Response:

 HTTP/1.1 200 OK

{"id":11,"subject":"Chat Transcript with Michael","originalConversationId":"110778970771178_202317311617343","assigneeId":"1487fc9d-92e6-4487-a2e8-92e68d6892e6","departmentAssigneeId":"91B032D9-0D07-4798-95F7-7EA482BC592C","channelId":"F9B07E54-0D35-4F53-BA63-1194E4297291","channelAccountId":"1487fc9d-92e6-4487-a2e8-92e68d6892e6","lastMessageId":"1487fc9d-92e6-4487-a2e8-92e68d6892e6","lastMessageChannelId":"E23B5D3C-4E7E-4131-9B3A-52B061BA7DE3","lastMessageChannelAccountId":"1487fc9d-92e6-4487-a2e8-92e68d6892e6","contactOrVisitorId":"E23B5D3C-4E7E-4131-9B3A-52B061BA7DE4","createdById":"1487fc9d-92e6-4487-a2e8-92e68d6892e6","lastRepliedById":"93AD44C8-CB30-40E1-8941-B693BAE74455","resolvedById":"1487fc9d-92e6-4487-a2e8-92e68d6892e6","assigneeType":"agent","contactOrVisitorType":"contact","status":"new","priority":"normal","createdByType":"contact","lastRepliedByType":"agent","resolvedByType":"agent","isReadByAgent":false,"isReadByContact":false,"ifHasDraft":false,"mergedToTargetId":89,"totalReplies":4,"createdTime":"2021-05-12T08:10:53.480Z","lastUpdatedTime":"2021-04-07T05:59:17.887Z","lastRepliedTime":"2021-05-12T08:10:53.486Z","lastStatusChangedTime":"2021-05-12T08:10:53.486Z","resolvedTime":"2021-05-12T08:10:53.486Z","isInRecycleBin":false,"reopenedTime":"2021-04-07T05:59:17.887Z","responseTimeSpan":50,"replyingAgent":"","responseCount":3,"resolvedTimeSpan":2517872,"firstResponseTimeSpan":127}
Restore the Ticket Recycle Bin

POST ticketing/recycleBinTickets/{id}:restore

Parameters:
No Parameters
Response:
Example

Sample Request:

curl https://api15.comm100.io/v4/ticketing/recycleBinTickets/11:restore \
-X 'POST' \
-H 'Authorization: Bearer {access_token}' \

Response:

 HTTP/1.1 200 OK

{"id":11,"subject":"Chat Transcript with Michael","originalConversationId":"110778970771178_202317311617343","assigneeId":"1487fc9d-92e6-4487-a2e8-92e68d6892e6","departmentAssigneeId":"91B032D9-0D07-4798-95F7-7EA482BC592C","channelId":"F9B07E54-0D35-4F53-BA63-1194E4297291","channelAccountId":"1487fc9d-92e6-4487-a2e8-92e68d6892e6","lastMessageId":"1487fc9d-92e6-4487-a2e8-92e68d6892e6","lastMessageChannelId":"E23B5D3C-4E7E-4131-9B3A-52B061BA7DE3","lastMessageChannelAccountId":"1487fc9d-92e6-4487-a2e8-92e68d6892e6","contactOrVisitorId":"E23B5D3C-4E7E-4131-9B3A-52B061BA7DE4","createdById":"1487fc9d-92e6-4487-a2e8-92e68d6892e6","lastRepliedById":"93AD44C8-CB30-40E1-8941-B693BAE74455","resolvedById":"1487fc9d-92e6-4487-a2e8-92e68d6892e6","assigneeType":"agent","contactOrVisitorType":"contact","status":"new","priority":"normal","createdByType":"contact","lastRepliedByType":"agent","resolvedByType":"agent","isReadByAgent":false,"isReadByContact":false,"ifHasDraft":false,"mergedToTargetId":89,"totalReplies":4,"createdTime":"2021-05-12T08:10:53.480Z","lastUpdatedTime":"2021-04-07T05:59:17.887Z","lastRepliedTime":"2021-05-12T08:10:53.486Z","lastStatusChangedTime":"2021-05-12T08:10:53.486Z","resolvedTime":"2021-05-12T08:10:53.486Z","isInRecycleBin":false,"reopenedTime":"2021-04-07T05:59:17.887Z","responseTimeSpan":50,"replyingAgent":"","responseCount":3,"resolvedTimeSpan":2517872,"firstResponseTimeSpan":127}