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      Ticket Recycle Bin
      • 16 Jun 2022
      • 4 Minutes to read
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      Ticket Recycle Bin

      • Updated on 16 Jun 2022
      • 4 Minutes to read
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      Article summary

      Ticket Recycle Bin

      Ticket Recycle Bin JSON Format

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

      NameTypeDescription
      idselfIncrementIdId of the ticket.
      subjectstringSubject of the ticket.
      originalConversationIdstringConversion Id in original channel.
      assigneeIdguidId of agent or chatbot that the ticket is assigned to.
      departmentAssigneeIdguidId of department that the ticket is assigned to.
      channelIdstringId of the channel of the first message of the ticket.
      channelAccountIdguidId of the channel account of the first message of the ticket.
      lastMessageIdguidId of the last message of the ticket.
      lastMessageChannelIdstringId of the channel of the last message of the ticket.
      lastMessageChannelAccountIdguidId of the channel account of the last message of the ticket.
      contactOrVisitorIdguidId of the contact or visitor that the ticket related to.
      createdByIdguidId of role(contact, visitor, chatbot, channelAccount, system, agent) who created the ticket.
      lastRepliedByIdguidId of role who last replied the ticket.
      resolvedByIdguidId of role resolved the ticket.
      assigneeTypestringType of the ticket assignee. Allowed values are "agent", "chatbot".
      contactOrVisitorTypestringType of the ticket contact. Allowed values are "contact", "visitor", "chatbot", "channelAccount", "system", "agent".
      statusstringStatus of the ticket. Allowed values are "new", "pendingInternal", "pendingExternal", "onHold", "resolved".
      prioritystringPriority of the ticket. Allowed values are "urgent", "high", "normal", "low".
      createdByTypestringWho created the ticket. Allowed values are "contact", "visitor", "chatbot", "channelAccount", "system", "agent".
      lastRepliedByTypestringWho replied the ticket recently. Allowed values are "contact", "visitor", "chatbot", "channelAccount", "system", "agent".
      resolvedByTypestringWho the ticket is resolved by. Allowed values are "contact", "visitor", "chatbot", "channelAccount", "system", "agent".
      isReadByAgentboolWhether the ticket is read by any agent or not.
      isReadByContactboolWhether the ticket is read by the contact or not.
      ifHasDraftboolWhether the ticket has draft or not.
      mergedToTargetIdintegerId of the ticket that it was merged to.
      totalRepliesintegerTotal number of messages, replied by agents, contacts or visitor.
      createdTimedatetimeTime when the ticket is created.
      lastUpdatedTimetimestampLast updated time of the ticket.
      lastRepliedTimedatetimeLast replied time of the ticket.
      lastStatusChangedTimedatetimeLast status changed time of the ticket.
      resolvedTimedatetimeResloved time of the ticket.
      isInRecycleBinboolWhether the ticket is in recyle bin or not.
      reopenedTimedatetimeTime when the resolved ticket was reopened.
      responseTimeSpanlongTotal amount of time the status of the ticket was pending internal.
      replyingAgentstringAllowed values are "noReply", "agentOnly", "botOnly", "agentAndBot".
      responseCountlongNumber of replies.
      resolvedTimeSpanlongTotal time it took to resolve the ticket.
      firstResponseTimeSpanlongTime it took for the agent to send the first response after a ticket is created.

      NoteMention JSON Format:

      NameTypeDescription
      isReadByAgentboolWhether the mention has been read by agent or not.
      noteIdguidId of the note which the mention belongs to.
      idguidId of the mention.
      agentIdguidId of the mentioned agent.
      ticketIdselfIncrementIdId of the ticket which the note belongs to.

      Get the list of Ticket Recycle Bin

      GET ticketing/recycleBinTickets

      • Parameters:

      NameTypeinRequiredDescription
      includestringquerynoAllowed 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:

      NameTypeinRequiredDescription
      includestringquerynoAllowed 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
}
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