Ticket

Ticket
- Ticket Manage
GET ticketing/tickets
GET ticketing/tickets/{id}
POST ticketing/tickets
POST ticketing/tickets:unreadCount
POST ticketing/tickets/{id}:merge
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".
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.
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

{"tickets":[{"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,"tags":[{"id":"bdf96bad-890f-4af5-8f4e-42d2cc29e61b","name":"my tag"}],"draft":{"ticketId":"11","body":"data:text/plain;base64,PHA+MTExPC9wPg==","metadata":{"channel":null,"source":null,"decoration":{"files":null,"location":null,"buttons":null,"quickReplies":null,"email":{"from":null,"to":null,"cc":"test@163.com;","bcc":null,"subject":"111","quote":"","ifHasAttachmentNotReceived":false}},"context":null},"lastUpdatedById":"bddb18ba-b3f7-4e1a-8636-f8467b6c13b7","lastUpdatedTime":"2021-04-29T01:22:48.992Z","type":"html","attachments":[{"id":"7cee5281-95b8-43cc-8c1e-f6424d69f002","fileKey":"isqo-ngLG1Vw7Uh0ieeIGXSjVoAX2DhmQKeWmi7","name":"my file","size":10,"ticketId":"100","type":"file","url":"http://myfile/url"}]},"noteMentions":[{"isReadByAgent":false,"noteId":"4d103607-f113-4884-8f7e-735f6fefdbf9","id":"277ed089-94de-4751-926e-bcae2fde95d4","agentId":"bdf96bad-890f-4af5-8f4e-42d2cc29e61b","ticketId":"11"}],"tagIds":["1487fc9d-92e6-4487-a2e8-92e68d6892e6"]}],"nextPage":null,"previousPage":null,"total":1}
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

{"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,"tags":[{"id":"bdf96bad-890f-4af5-8f4e-42d2cc29e61b","name":"my tag"}],"draft":{"ticketId":"11","body":"data:text/plain;base64,PHA+MTExPC9wPg==","metadata":{"channel":null,"source":null,"decoration":{"files":null,"location":null,"buttons":null,"quickReplies":null,"email":{"from":null,"to":null,"cc":"test@163.com;","bcc":null,"subject":"111","quote":"","ifHasAttachmentNotReceived":false}},"context":null},"lastUpdatedById":"bddb18ba-b3f7-4e1a-8636-f8467b6c13b7","lastUpdatedTime":"2021-04-29T01:22:48.992Z","type":"html","attachments":[{"id":"7cee5281-95b8-43cc-8c1e-f6424d69f002","fileKey":"isqo-ngLG1Vw7Uh0ieeIGXSjVoAX2DhmQKeWmi7","name":"my file","size":10,"ticketId":"100","type":"file","url":"http://myfile/url"}]},"noteMentions":[{"isReadByAgent":false,"noteId":"4d103607-f113-4884-8f7e-735f6fefdbf9","id":"277ed089-94de-4751-926e-bcae2fde95d4","agentId":"bdf96bad-890f-4af5-8f4e-42d2cc29e61b","ticketId":"11"}],"tagIds":["1487fc9d-92e6-4487-a2e8-92e68d6892e6"]}
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".
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".
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","lastMessage":{"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,"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":[{"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,"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

{"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,"tags":[{"id":"bdf96bad-890f-4af5-8f4e-42d2cc29e61b","name":"my tag"}],"draft":{"ticketId":"11","body":"data:text/plain;base64,PHA+MTExPC9wPg==","metadata":{"channel":null,"source":null,"decoration":{"files":null,"location":null,"buttons":null,"quickReplies":null,"email":{"from":null,"to":null,"cc":"test@163.com;","bcc":null,"subject":"111","quote":"","ifHasAttachmentNotReceived":false}},"context":null},"lastUpdatedById":"bddb18ba-b3f7-4e1a-8636-f8467b6c13b7","lastUpdatedTime":"2021-04-29T01:22:48.992Z","type":"html","attachments":[{"id":"7cee5281-95b8-43cc-8c1e-f6424d69f002","fileKey":"isqo-ngLG1Vw7Uh0ieeIGXSjVoAX2DhmQKeWmi7","name":"my file","size":10,"ticketId":"100","type":"file","url":"http://myfile/url"}]},"noteMentions":[{"isReadByAgent":false,"noteId":"4d103607-f113-4884-8f7e-735f6fefdbf9","id":"277ed089-94de-4751-926e-bcae2fde95d4","agentId":"bdf96bad-890f-4af5-8f4e-42d2cc29e61b","ticketId":"11"}],"tagIds":["1487fc9d-92e6-4487-a2e8-92e68d6892e6"]}
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

{ "allCount": 145, "unreadCounts": [ { "viewId": "f1ab6333-4260-eb11-aacf-06c7a219a2ac", "unreadTicketIds": [1994, 1875], "unreadCount": 145, "mentionedUnReadTicketIds": [], "mentionedUnReadCount": 0 } ] }
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

Read the Ticket

POST ticketing/tickets/{id}:read

Parameters:
No Parameters
Response:
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

{"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":true,"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,"tags":[{"id":"bdf96bad-890f-4af5-8f4e-42d2cc29e61b","name":"my tag"}],"draft":{"ticketId":"11","body":"data:text/plain;base64,PHA+MTExPC9wPg==","metadata":{"channel":null,"source":null,"decoration":{"files":null,"location":null,"buttons":null,"quickReplies":null,"email":{"from":null,"to":null,"cc":"test@163.com;","bcc":null,"subject":"111","quote":"","ifHasAttachmentNotReceived":false}},"context":null},"lastUpdatedById":"bddb18ba-b3f7-4e1a-8636-f8467b6c13b7","lastUpdatedTime":"2021-04-29T01:22:48.992Z","type":"html","attachments":[{"id":"7cee5281-95b8-43cc-8c1e-f6424d69f002","fileKey":"isqo-ngLG1Vw7Uh0ieeIGXSjVoAX2DhmQKeWmi7","name":"my file","size":10,"ticketId":"100","type":"file","url":"http://myfile/url"}]},"noteMentions":[{"isReadByAgent":false,"noteId":"4d103607-f113-4884-8f7e-735f6fefdbf9","id":"277ed089-94de-4751-926e-bcae2fde95d4","agentId":"bdf96bad-890f-4af5-8f4e-42d2cc29e61b","ticketId":"11"}],"tagIds":["1487fc9d-92e6-4487-a2e8-92e68d6892e6"]}
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

Parameters:
No Parameters
Response:
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

{"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,"tags":[{"id":"bdf96bad-890f-4af5-8f4e-42d2cc29e61b","name":"my tag"}],"draft":{"ticketId":"11","body":"data:text/plain;base64,PHA+MTExPC9wPg==","metadata":{"channel":null,"source":null,"decoration":{"files":null,"location":null,"buttons":null,"quickReplies":null,"email":{"from":null,"to":null,"cc":"test@163.com;","bcc":null,"subject":"111","quote":"","ifHasAttachmentNotReceived":false}},"context":null},"lastUpdatedById":"bddb18ba-b3f7-4e1a-8636-f8467b6c13b7","lastUpdatedTime":"2021-04-29T01:22:48.992Z","type":"html","attachments":[{"id":"7cee5281-95b8-43cc-8c1e-f6424d69f002","fileKey":"isqo-ngLG1Vw7Uh0ieeIGXSjVoAX2DhmQKeWmi7","name":"my file","size":10,"ticketId":"100","type":"file","url":"http://myfile/url"}]},"noteMentions":[{"isReadByAgent":false,"noteId":"4d103607-f113-4884-8f7e-735f6fefdbf9","id":"277ed089-94de-4751-926e-bcae2fde95d4","agentId":"bdf96bad-890f-4af5-8f4e-42d2cc29e61b","ticketId":"11"}],"tagIds":["1487fc9d-92e6-4487-a2e8-92e68d6892e6"]}
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".
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".
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.
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","lastMessage":{"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,"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":[{"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,"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

{"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,"tags":[{"id":"bdf96bad-890f-4af5-8f4e-42d2cc29e61b","name":"my tag"}],"draft":{"ticketId":"11","body":"data:text/plain;base64,PHA+MTExPC9wPg==","metadata":{"channel":null,"source":null,"decoration":{"files":null,"location":null,"buttons":null,"quickReplies":null,"email":{"from":null,"to":null,"cc":"test@163.com;","bcc":null,"subject":"111","quote":"","ifHasAttachmentNotReceived":false}},"context":null},"lastUpdatedById":"bddb18ba-b3f7-4e1a-8636-f8467b6c13b7","lastUpdatedTime":"2021-04-29T01:22:48.992Z","type":"html","attachments":[{"id":"7cee5281-95b8-43cc-8c1e-f6424d69f002","fileKey":"isqo-ngLG1Vw7Uh0ieeIGXSjVoAX2DhmQKeWmi7","name":"my file","size":10,"ticketId":"100","type":"file","url":"http://myfile/url"}]},"noteMentions":[{"isReadByAgent":false,"noteId":"4d103607-f113-4884-8f7e-735f6fefdbf9","id":"277ed089-94de-4751-926e-bcae2fde95d4","agentId":"bdf96bad-890f-4af5-8f4e-42d2cc29e61b","ticketId":"11"}],"tagIds":["1487fc9d-92e6-4487-a2e8-92e68d6892e6"]}
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