---
title: "Ticket"
slug: "server-api-ticketing-ticket"
updated: 2022-08-31T05:10:38Z
published: 2022-08-31T05:10:38Z
canonical: "developer.comm100.com/server-api-ticketing-ticket"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://developer.comm100.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Ticket

## Ticket

- `Ticket` - Ticket Manage
  - `GET ticketing/tickets` - [Get the list of Ticket](/docs/server-api-ticketing-ticket#get-the-list-of-ticket)
  - `GET ticketing/tickets/{id}` - [Get a single Ticket](/docs/server-api-ticketing-ticket#get-a-single-ticket)
  - `POST ticketing/tickets` - [Create a new Ticket](/docs/server-api-ticketing-ticket#create-a-new-ticket)
  - `POST ticketing/tickets/{id}:merge` - [Merge ticket](/docs/server-api-ticketing-ticket#merge-ticket)
  - `POST ticketing/tickets/{id}:read` - [Read the Ticket](/docs/server-api-ticketing-ticket#read-the-ticket)
  - `POST ticketing/tickets/{id}:recycle` - [Recycle the ticket.](/docs/server-api-ticketing-ticket#recycle-the-ticket.)
  - `POST ticketing/tickets/{id}:unread` - [Unread the Ticket](/docs/server-api-ticketing-ticket#unread-the-ticket)
  - `POST ticketing/tickets:unreadCount` - [Get unread count of the ticket.](/docs/server-api-ticketing-ticket#get-unread-count-of-the-ticket.)
  - `PUT ticketing/tickets/{id}` - [Update the Ticket](/docs/server-api-ticketing-ticket#update-the-ticket)
  - `DELETE ticketing/tickets/{id}` - [Remove the Ticket](/docs/server-api-ticketing-ticket#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[]](/docs/ticketingtag) | Reference to Tag. |
| `draft` | [draft](/docs/ticketingdraft) | Reference to Draft. |
| `noteMentions` | [noteMentions[]](/docs/server-api-ticketing-ticket#notemention-json-format) | 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](/docs/server-api-ticketing-ticket#ticket-json-format)

- #### 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](/docs/server-api-ticketing-ticket#ticket-json-format)

- #### 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[]](/docs/ticketingmessage) | body | no | The list of ticket messages. |
| `tagIds` | array | body | no | The list of tag which belongs to the ticket. |

- #### Response:

[Ticket](/docs/server-api-ticketing-ticket#ticket-json-format)

- #### 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](/docs/server-api-ticketing-ticket#ticket-json-format)

- #### 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](/docs/server-api-ticketing-ticket#ticket-json-format)

- #### 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[]](/docs/ticketingmessage) | body | no | The list of ticket messages. |
| `tagIds` | array | body | no | The list of tag which belongs to the ticket. |

- #### Response:

[Ticket](/docs/server-api-ticketing-ticket#ticket-json-format)

- #### 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