Ticket
Ticket
- Ticket Manage
GET ticketing/tickets
GET ticketing/tickets/{id}
POST ticketing/tickets
POST ticketing/tickets:previewmessagetranslationfornewtickets
POST ticketing/tickets:unreadCount
POST ticketing/tickets/{id}:detectvisitorlanguage
POST ticketing/tickets/{id}:detectVisitorLanguage
POST ticketing/tickets/{id}:merge
POST ticketing/tickets/{id}:previewmessagetranslation
POST ticketing/tickets/{id}:previewMessageTranslation
POST ticketing/tickets/{id}:previewMessageTranslationForNewTickets
POST ticketing/tickets/{id}:read
POST ticketing/tickets/{id}:recycle
POST ticketing/tickets/{id}:unread
PUT ticketing/tickets/{id}
DELETE ticketing/tickets/{id}
Model
Ticket JSON Format
Ticket 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", "outreachCampaign". |
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", "outreachCampaign". |
lastRepliedByType |
string | Who replied the ticket recently. Allowed values are "contact", "visitor", "chatbot", "channelAccount", "system", "agent", "outreachCampaign". |
resolvedByType |
string | Who the ticket is resolved by. Allowed values are "contact", "visitor", "chatbot", "channelAccount", "system", "agent", "outreachCampaign". |
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. |
contactLanguage |
string | |
agentLanguage |
string | |
autoTranslationStatus |
bool | |
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. |
tags |
tags[] | Reference to Tag. |
draft |
draft | Reference to Draft. |
noteMentions |
noteMentions[] | Reference to NoteMention. |
tagIds |
array | The list of tag which belongs to the ticket. |
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
GET ticketing/tickets
Parameters:
| Name | Type | In | Required | Description |
|---|---|---|---|---|
tagid |
guid | query | no | Filter by tag id. |
time |
datetime | query | no | Filter by last updated time. |
lastRepliedTime |
datetime | query | no | Filter by last replied time. |
keywords |
string | query | no | Keyword for searching |
viewId |
guid | query | no | Id of view |
contactOrVisitor |
guid | query | no | Id of contact or visitor |
contactOrVisitorType |
string | query | no | Contact or Visitor |
include |
string | query | no | Allowed values are "ticketingTag", "ticketingEventLog", "ticketingDraft", "ticketingMessage", "lastMessage", "assignee", "departmentAssignee", "createdBy", "lastRepliedBy", "contactOrVisitor". |
Response:
An array of Ticket
Example
Sample Request:
curl https://api15.comm100.io/v4/ticketing/tickets \
-X
'GET'
\
-H
'Authorization: Bearer {access_token}'
\
Response:
HTTP/1.1 200 OK
Get a single Ticket
GET ticketing/tickets/{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/tickets/11 \
-X
'GET'
\
-H
'Authorization: Bearer {access_token}'
\
Response:
HTTP/1.1 200 OK
Create a new Ticket
POST ticketing/tickets
Parameters:
| Name | Type | In | Required | Description |
|---|---|---|---|---|
subject |
string | body | yes | Subject of the ticket. |
originalConversationId |
string | body | no | Conversion Id in original channel. |
assigneeId |
guid | body | no | Id of agent or chatbot that the ticket is assigned to. |
departmentAssigneeId |
guid | body | no | Id of department that the ticket is assigned to. |
channelId |
string | body | yes | Id of the channel of the first message of the ticket. |
channelAccountId |
guid | body | no | Id of the channel account of the first message of the ticket. |
contactOrVisitorId |
guid | body | yes | Id of the contact or visitor that the ticket related to. |
createdById |
guid | body | no | Id of role(contact, visitor, chatbot, channelAccount, system, agent) who created the ticket. |
assigneeType |
string | body | no | Type of the ticket assignee. Allowed values are "agent", "chatbot". |
contactOrVisitorType |
string | body | no | Type of the ticket contact. Allowed values are "contact", "visitor", "chatbot", "channelAccount", "system", "agent", "outreachCampaign". |
status |
string | body | no | Status of the ticket. Allowed values are "new", "pendingInternal", "pendingExternal", "onHold", "resolved". |
priority |
string | body | no | Priority of the ticket. Allowed values are "urgent", "high", "normal", "low". |
createdByType |
string | body | no | Who created the ticket. Allowed values are "contact", "visitor", "chatbot", "channelAccount", "system", "agent", "outreachCampaign". |
contactLanguage |
string | body | no | |
agentLanguage |
string | body | no | |
autoTranslationStatus |
bool | body | no | |
messages |
messages[] | body | no | The list of ticket messages. |
tagIds |
array | body | no | The list of tag which belongs to the ticket. |
Response:
Example
Sample Request:
curl https://api15.comm100.io/v4/ticketing/tickets \
-X
'POST'
\
-H
'Authorization: Bearer {access_token}'
\
-H
'Content-Type: application/json'
\
-D
'{"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","contactOrVisitorId":"E23B5D3C-4E7E-4131-9B3A-52B061BA7DE4","createdById":"1487fc9d-92e6-4487-a2e8-92e68d6892e6","assigneeType":"agent","contactOrVisitorType":"contact","status":"new","priority":"normal","createdByType":"contact","contactLanguage":"","agentLanguage":"","autoTranslationStatus":true,"lastMessage":{"translatedBody":"","parentId":"ef50cc68-5b88-4405-88f0-84334581246d","sentById":"31cb8d70-b5a6-4faa-b021-62335d6dcf6c","sentByType":"visitor","time":"2021-04-26T10:52:24.336Z","type":"text","metadata":{"channel":{"channelAccount":"b293de41-e8a5-46b5-98dc-f8db9e5e6518","isFromChannelToPlatform":true},"source":{"contactIdentityId":"b293de41-e8a5-46b5-98dc-f8db9e5e6518","conversationId":"1848"},"decoration":{"chat":{"title":"Chat Transcript with 1"},"offlineMessage":{"title":"Chat Transcript with 1"}}},"originalId":"96e7964a-29cb-40d6-8251-4f334b5748bd","channelId":"Email","body":"data:text/plain;base64,PHA+MTExPC9wPg==","ifDisplayInTicketCorrespondences":true,"isOriginalSentToContact":true,"showInlineImage":true,"isRead":true,"isInternal":true,"messageDelivery":{"status":"failed","failReason":"something is wrong.","time":"2021-04-26T10:52:24.336Z","groupId":"8c0136f3-9dd3-47f3-be12-81b232c84408","orderNum":0},"attachments":[{"fileKey":"isqo-ngLG1Vw7Uh0ieeIGXSjVoAX2DhmQKeWmi7","name":"my file","size":10,"type":"file","url":"http://myfile/url"}]},"messages":[{"translatedBody":"","parentId":"ef50cc68-5b88-4405-88f0-84334581246d","sentById":"31cb8d70-b5a6-4faa-b021-62335d6dcf6c","sentByType":"visitor","time":"2021-04-26T10:52:24.336Z","type":"text","metadata":{"channel":{"channelAccount":"b293de41-e8a5-46b5-98dc-f8db9e5e6518","isFromChannelToPlatform":true},"source":{"contactIdentityId":"b293de41-e8a5-46b5-98dc-f8db9e5e6518","conversationId":"1848"},"decoration":{"chat":{"title":"Chat Transcript with 1"},"offlineMessage":{"title":"Chat Transcript with 1"}}},"originalId":"96e7964a-29cb-40d6-8251-4f334b5748bd","channelId":"Email","body":"data:text/plain;base64,PHA+MTExPC9wPg==","ifDisplayInTicketCorrespondences":true,"isOriginalSentToContact":true,"showInlineImage":true,"isRead":true,"isInternal":true,"messageDelivery":{"status":"failed","failReason":"something is wrong.","time":"2021-04-26T10:52:24.336Z","groupId":"8c0136f3-9dd3-47f3-be12-81b232c84408","orderNum":0},"attachments":[{"fileKey":"isqo-ngLG1Vw7Uh0ieeIGXSjVoAX2DhmQKeWmi7","name":"my file","size":10,"type":"file","url":"http://myfile/url"}]}]}'
Response:
HTTP/1.1 201 Created
Preview Message Translation for new tickets
POST ticketing/tickets:previewmessagetranslationfornewtickets
Parameters:
No Parameters
Response:
| Name | Type | Description |
|---|---|---|
translatedText |
string | Message Translation Preview for new tickets. |
Example
Sample Request:
curl https://api15.comm100.io/v4/ticketing/tickets:previewmessagetranslationfornewtickets \
-X
'POST'
\
-H
'Authorization: Bearer {access_token}'
\
-H
'Content-Type: application/json'
\
Response:
HTTP/1.1 200 OK
Get unread count of the ticket.
POST ticketing/tickets:unreadCount
Parameters:
| Name | Type | In | Required | Description |
|---|---|---|---|---|
viewIds |
guid[] | body | no | The list of view id. |
Response:
| Name | Type | Description |
|---|---|---|
allCount |
integer | All unread count. |
unreadCounts |
array | The list of unread count info for each view. |
unreadCounts[].mentionedUnReadCount |
integer | Unread count for mentioned ticket. |
unreadCounts[].mentionedUnReadTicketIds |
selfIncrementId[] | The list of id of the mentioned ticket which is unread. |
unreadCounts[].unreadCount |
integer | Unread count for the view. |
unreadCounts[].unreadTicketIds |
selfIncrementId[] | The list of id of the ticket which is unread. |
unreadCounts[].viewId |
guid | Id of the view. |
Example
Sample Request:
curl https://api15.comm100.io/v4/ticketing/tickets:unreadCount \
-X
'POST'
\
-H
'Authorization: Bearer {access_token}'
\
-H
'Content-Type: application/json'
\
-D
'{"viewIds": ["f1ab6333-4260-eb11-aacf-06c7a219a2ac"]}'
Response:
HTTP/1.1 200 OK
Detect Visitor Language
POST ticketing/tickets/{id}:detectvisitorlanguage
Parameters:
No Parameters
Response:
| Name | Type | Description |
|---|---|---|
vistorLanguage |
string | Detected Visitor Language. |
Example
Sample Request:
curl https://api15.comm100.io/v4/ticketing/tickets/1732:detectvisitorlanguage \
-X
'POST'
\
-H
'Authorization: Bearer {access_token}'
\
-H
'Content-Type: application/json'
\
Response:
HTTP/1.1 200 OK
DetectVisitorLanguage the Ticket
POST ticketing/tickets/{id}:detectVisitorLanguage
Example
Sample Request:
curl https://api15.comm100.io/v4/ticketing/tickets/11:detectVisitorLanguage \
-X
'POST'
\
-H
'Authorization: Bearer {access_token}'
\
Response:
HTTP/1.1 200 OK
Merge ticket
POST ticketing/tickets/{id}:merge
Parameters:
| Name | Type | In | Required | Description |
|---|---|---|---|---|
sourceId |
integer | body | yes | Id of the ticket that will be merged. |
Response:
No Content
Example
Sample Request:
curl https://api15.comm100.io/v4/ticketing/tickets{1732}:merge \
-X
'POST'
\
-H
'Authorization: Bearer {access_token}'
\
-H
'Content-Type: application/json'
\
-D
'{"sourceId": "9527"}'
Response:
HTTP/1.1 200 OK
Preview Message Translation
POST ticketing/tickets/{id}:previewmessagetranslation
Parameters:
No Parameters
Response:
| Name | Type | Description |
|---|---|---|
translatedText |
string | Message Translation Preview. |
Example
Sample Request:
curl https://api15.comm100.io/v4/ticketing/tickets/1732:previewmessagetranslation \
-X
'POST'
\
-H
'Authorization: Bearer {access_token}'
\
-H
'Content-Type: application/json'
\
Response:
HTTP/1.1 200 OK
PreviewMessageTranslation the Ticket
POST ticketing/tickets/{id}:previewMessageTranslation
Example
Sample Request:
curl https://api15.comm100.io/v4/ticketing/tickets/11:previewMessageTranslation \
-X
'POST'
\
-H
'Authorization: Bearer {access_token}'
\
Response:
HTTP/1.1 200 OK
PreviewMessageTranslationForNewTickets the Ticket
POST ticketing/tickets/{id}:previewMessageTranslationForNewTickets
Example
Sample Request:
curl https://api15.comm100.io/v4/ticketing/tickets/11:previewMessageTranslationForNewTickets \
-X
'POST'
\
-H
'Authorization: Bearer {access_token}'
\
Response:
HTTP/1.1 200 OK
Read the Ticket
POST ticketing/tickets/{id}:read
Example
Sample Request:
curl https://api15.comm100.io/v4/ticketing/tickets/11:read \
-X
'POST'
\
-H
'Authorization: Bearer {access_token}'
\
Response:
HTTP/1.1 200 OK
Recycle the ticket.
POST ticketing/tickets/{id}:recycle
Parameters:
No Parameters
Response:
No Content
Example
Sample Request:
curl https://api15.comm100.io/v4/ticketing/tickets/11:recycle \
-X
'POST'
\
-H
'Authorization: Bearer {access_token}'
\
-H
'Content-Type: application/json'
\
Response:
HTTP/1.1 200 OK
Unread the Ticket
POST ticketing/tickets/{id}:unread
Example
Sample Request:
curl https://api15.comm100.io/v4/ticketing/tickets/11:unread \
-X
'POST'
\
-H
'Authorization: Bearer {access_token}'
\
Response:
HTTP/1.1 200 OK
Update the Ticket
PUT ticketing/tickets/{id}
Parameters:
| Name | Type | In | Required | Description |
|---|---|---|---|---|
subject |
string | body | yes | Subject of the ticket. |
originalConversationId |
string | body | no | Conversion Id in original channel. |
assigneeId |
guid | body | no | Id of agent or chatbot that the ticket is assigned to. |
departmentAssigneeId |
guid | body | no | Id of department that the ticket is assigned to. |
channelId |
string | body | yes | Id of the channel of the first message of the ticket. |
channelAccountId |
guid | body | no | Id of the channel account of the first message of the ticket. |
contactOrVisitorId |
guid | body | yes | Id of the contact or visitor that the ticket related to. |
createdById |
guid | body | no | Id of role(contact, visitor, chatbot, channelAccount, system, agent) who created the ticket. |
assigneeType |
string | body | no | Type of the ticket assignee. Allowed values are "agent", "chatbot". |
contactOrVisitorType |
string | body | no | Type of the ticket contact. Allowed values are "contact", "visitor", "chatbot", "channelAccount", "system", "agent", "outreachCampaign". |
status |
string | body | no | Status of the ticket. Allowed values are "new", "pendingInternal", "pendingExternal", "onHold", "resolved". |
priority |
string | body | no | Priority of the ticket. Allowed values are "urgent", "high", "normal", "low". |
createdByType |
string | body | no | Who created the ticket. Allowed values are "contact", "visitor", "chatbot", "channelAccount", "system", "agent", "outreachCampaign". |
isReadByAgent |
bool | body | no | Whether the ticket is read by any agent or not. |
isInRecycleBin |
bool | body | no | Whether the ticket is in recyle bin or not. |
contactLanguage |
string | body | no | |
agentLanguage |
string | body | no | |
autoTranslationStatus |
bool | body | no | |
messages |
messages[] | body | no | The list of ticket messages. |
tagIds |
array | body | no | The list of tag which belongs to the ticket. |
Response:
Example
Sample Request:
curl https://api15.comm100.io/v4/ticketing/tickets/11 \
-X
'PUT'
\
-H
'Authorization: Bearer {access_token}'
\
-H
'Content-Type: application/json'
\
-D
'{"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","contactOrVisitorId":"E23B5D3C-4E7E-4131-9B3A-52B061BA7DE4","createdById":"1487fc9d-92e6-4487-a2e8-92e68d6892e6","assigneeType":"agent","contactOrVisitorType":"contact","status":"new","priority":"normal","createdByType":"contact","contactLanguage":"","agentLanguage":"","autoTranslationStatus":true,"lastMessage":{"translatedBody":"","parentId":"ef50cc68-5b88-4405-88f0-84334581246d","sentById":"31cb8d70-b5a6-4faa-b021-62335d6dcf6c","sentByType":"visitor","time":"2021-04-26T10:52:24.336Z","type":"text","metadata":{"channel":{"channelAccount":"b293de41-e8a5-46b5-98dc-f8db9e5e6518","isFromChannelToPlatform":true},"source":{"contactIdentityId":"b293de41-e8a5-46b5-98dc-f8db9e5e6518","conversationId":"1848"},"decoration":{"chat":{"title":"Chat Transcript with 1"},"offlineMessage":{"title":"Chat Transcript with 1"}}},"originalId":"96e7964a-29cb-40d6-8251-4f334b5748bd","channelId":"Email","body":"data:text/plain;base64,PHA+MTExPC9wPg==","ifDisplayInTicketCorrespondences":true,"isOriginalSentToContact":true,"showInlineImage":true,"isRead":true,"isInternal":true,"messageDelivery":{"status":"failed","failReason":"something is wrong.","time":"2021-04-26T10:52:24.336Z","groupId":"8c0136f3-9dd3-47f3-be12-81b232c84408","orderNum":0},"attachments":[{"fileKey":"isqo-ngLG1Vw7Uh0ieeIGXSjVoAX2DhmQKeWmi7","name":"my file","size":10,"type":"file","url":"http://myfile/url"}]},"messages":[{"translatedBody":"","parentId":"ef50cc68-5b88-4405-88f0-84334581246d","sentById":"31cb8d70-b5a6-4faa-b021-62335d6dcf6c","sentByType":"visitor","time":"2021-04-26T10:52:24.336Z","type":"text","metadata":{"channel":{"channelAccount":"b293de41-e8a5-46b5-98dc-f8db9e5e6518","isFromChannelToPlatform":true},"source":{"contactIdentityId":"b293de41-e8a5-46b5-98dc-f8db9e5e6518","conversationId":"1848"},"decoration":{"chat":{"title":"Chat Transcript with 1"},"offlineMessage":{"title":"Chat Transcript with 1"}}},"originalId":"96e7964a-29cb-40d6-8251-4f334b5748bd","channelId":"Email","body":"data:text/plain;base64,PHA+MTExPC9wPg==","ifDisplayInTicketCorrespondences":true,"isOriginalSentToContact":true,"showInlineImage":true,"isRead":true,"isInternal":true,"messageDelivery":{"status":"failed","failReason":"something is wrong.","time":"2021-04-26T10:52:24.336Z","groupId":"8c0136f3-9dd3-47f3-be12-81b232c84408","orderNum":0},"attachments":[{"fileKey":"isqo-ngLG1Vw7Uh0ieeIGXSjVoAX2DhmQKeWmi7","name":"my file","size":10,"type":"file","url":"http://myfile/url"}]}]}'
Response:
HTTP/1.1 200 OK
Remove the Ticket
DELETE ticketing/tickets/{id}
Parameters:
No Parameters
Response:
No Content
Example
Sample Request:
curl https://api15.comm100.io/v4/ticketing/tickets/11 \
-X
'DELETE'
\
-H
'Authorization: Bearer {access_token}'
\
Response:
HTTP/1.1 204 No Content