Ticket Recycle Bin

Ticket Recycle Bin - Ticket Recycle Bin Manage
- GET ticketing/recycleBinTickets - Get the list of Ticket Recycle Bin
- GET ticketing/recycleBinTickets/{id} - Get a single Ticket Recycle Bin
- POST ticketing/recycleBinTickets/{id}:restore - Restore the Ticket Recycle Bin

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.

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

Ticket Recycle Bin

Example

Sample Request:

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

Restore the Ticket Recycle Bin

POST ticketing/recycleBinTickets/{id}:restore

Parameters:

No Parameters

Response:

Ticket Recycle Bin

Example

Sample Request:

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

Ticket Recycle Bin

Ticket Recycle Bin

Ticket Recycle Bin JSON Format

NoteMention JSON Format:

Get the list of Ticket Recycle Bin

Parameters:

Response:

Example

Get a single Ticket Recycle Bin

Parameters:

Response:

Example

Restore the Ticket Recycle Bin

Parameters:

Response:

Example