Ticket

31 Aug 2022
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Ticket

Updated on 31 Aug 2022
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Ticket

Ticket - Ticket Manage
- GET ticketing/tickets - Get the list of Ticket
- GET ticketing/tickets/{id} - Get a single Ticket
- POST ticketing/tickets - Create a new Ticket
- POST ticketing/tickets/{id}:merge - Merge ticket
- POST ticketing/tickets/{id}:read - Read the Ticket
- POST ticketing/tickets/{id}:recycle - Recycle the ticket.
- POST ticketing/tickets/{id}:unread - Unread the Ticket
- POST ticketing/tickets:unreadCount - Get unread count of the ticket.
- PUT ticketing/tickets/{id} - Update the Ticket
- DELETE ticketing/tickets/{id} - Remove the Ticket

Ticket JSON Format

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

Name	Type	Description
`id`	int	Auto Increment 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.

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://api11.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": "2021-05-12T08:10:53.48Z",
          "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:

Ticket

Example

Sample Request:

curl https://api11.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": "2021-05-12T08:10:53.48Z",
  "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:

Ticket

Example

Sample Request:

curl https://api11.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": "2021-05-12T08:10:53.48Z",
  "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"
  ]
}

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://api11.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:

Ticket

Example

Sample Request:

curl https://api11.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": "2021-05-12T08:10:53.48Z",
  "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://api11.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:

Ticket

Example

Sample Request:

curl https://api11.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": "2021-05-12T08:10:53.48Z",
  "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://api11.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
      }
  ]
}

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:

Ticket

Example

Sample Request:

curl https://api11.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": "2021-05-12T08:10:53.48Z",
  "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://api11.comm100.io/v4/ticketing/tickets/11 \ 
    -X 'DELETE' \ 
    -H 'Authorization: Bearer {access_token}' \

Response:

HTTP/1.1 204 No Content

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What's Next

View

Table of contents

Ticket

Ticket

Ticket

Ticket JSON Format

NoteMention JSON Format:

Get the list of Ticket

Parameters:

Response:

Example

Get a single Ticket

Parameters:

Response:

Example

Create a new Ticket

Parameters:

Response:

Example

Merge ticket

Parameters:

Response:

Example

Parameters:

Response:

Example

Recycle the ticket.

Parameters:

Response:

Example

Parameters:

Response:

Example

Get unread count of the ticket.

Parameters:

Response:

Example

Update the Ticket

Parameters:

Response:

Example

Remove the Ticket

Parameters:

Response:

Example

What's Next