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Developer

GET

/api/ticket/{id}

Get Ticket details

Scope:

client

or

operator

Request Parameters

Path

2

id

required

The id of the ticket

Query

visible_only

optional

Set to true to exclude private tickets

include_tags

optional

Set to true to include tags associated with the ticket

include_comments

optional

Set to true to include all comments associated with the ticket

include_actions

optional

Set to true to include all actions associated with the ticket

Response

Schema

{}

payload

The ticket details data

{}

private

True if the ticket is private else false

A

name

The name for the customer who submitted the ticket

A

email

The email address for the customer who submitted the ticket

2

status_id

The status identifier

actions

The operators email address

[]

{}

2

action

The operators email address

2

action_date

The time the last action on the ticket occurred

2

action_log

The operators email address

has_attachments

True if the ticket has attachments associated with it else false

A

problem

The submitted problem for the ticket

operator_acknowledge

The acknowledge state of the ticket (Acknowledged or Unacknowledged)

A

created_time

The time the ticket was created

A

ip_address

The ip address of the submitter

added_to_knowledge

True if the ticket was added to the knowledge base as an article else false

email_to_visitor

True if the ticket will send an email to visitor for updates else false

A

action_date

The operators email address

A

ticket_guid

The unique guid of the ticket

2

assigned_to_id

The operators email address

A

operator_name

The name of the operator who assigned to the ticket

2

source_type_id

The indentifier of the source

operator_assigned

True if an operator is assigned to the ticket else false

2

client_id

The client identifier for the ticket

A

country_code

The country code for the ticket/visitor

A

last_customer_action_date

The time the last action on the ticket occurred

A

title

The title of the ticket

A

department_name

The department name for the ticket

tags

A list of tags associated with the ticket

[]

2

The tag id

A

priority

The priority of the ticket

watcher_ids

A list of any watcher ids

[]

2

The watcher id

watcher_emails

A list of any watcher emails

[]

A

The watcher email

A

received_via

The operators email address

A

visitor_id

The unique identifier for the visitor associated with the ticket

A

host_name

The host name of the submitter

2

id

A unique identifier for the ticket

A

spam_score

The spam score of the ticket

A

created_by

The URL or operator id of where/who created the ticket

A

status_name

The current status of the ticket

  • Open
  • Response Received
  • Comment Added
  • Working
  • Waiting for Response
  • Closed

has_surveys

True if the ticket has submitted surveys associated with it else false

2

department_id

The department identifier for the ticket

A

category

The category of the ticket

fields

The list of submitted fields for the ticket

[]

{}

2

crm_id

The crm identifier for the field

A

crm_name

The crm name for the field

2

field_id

The field identifier

2

field_order

The order of the field

2

field_type_id

The indentifier of the field type

2

form_field_id

The indentifier of the form field id

A

label

The label for the field

options

List of available options for the field

[]

{}

A

label

The field option label

A

value

The field option value

A

placeholder

The placeholder for the field

required

True if the field is required for submission else false

A

value

The submitted value of the field

A

status

The system response status. Will be ok or error

curl

example request

1

curl -H "Authorization: Bearer {{Oauth Token}}"

2

https://developer.livehelpnow.net/api/ticket/{{1234567}}

example response

      
        

1

 {

2

   "payload": {

3

     "private"

: false,

4

     "name"

: "John Doe",

5

     "email"

: "john.doe@livehelpnow.com",

6

     "status_id"

: 1,

7

     "actions": [{

8

       "action"

: "Ticket Closed",

9

       "action_date"

: "2021-01-13T16:04:24",

10

      "action_log"

: "Jim Smith (administrator)"

11

    }],

12

    "has_attachments"

: false,

13

    "problem"

: "<p>test11</p>",

14

    "operator_acknowledge"

: false,

15

    "created_time"

: "2021-01-13T16:04:22",

16

    "ip_address"

: "127.0.0.1",

17

    "added_to_knowledge"

: false,

18

    "email_to_visitor"

: true,

19

    "action_date"

: "2021-01-13T16:04:21",

20

    "ticket_guid"

: "6816ef60-169b-44e3-9ffe-dkf45jd3d327",

21

    "assigned_to_id"

: 0,

22

    "operator_name"

: "",

23

    "source_type_id"

: 1,

24

    "operator_assigned"

: false,

25

    "client_id"

: 1,

26

    "country_code"

: "US",

27

    "last_customer_action_date"

: null,

28

    "title"

: "Test Ticket",

29

    "department_name"

: "Customer Service",

30

    "tags"

: [1803, 1345],

31

    "priority"

: "High [Private]",

32

    "watcher_ids"

: null,

33

    "watcher_emails"

: null,

34

    "received_via"

: 1,

35

    "visitor_id"

: "9c73a4fb-fc26-487b-b7f4-00-1-6571248",

36

    "host_name"

: "127.0.0.1",

37

    "id"

: 1834285,

38

    "spam_score"

: null,

39

    "created_by"

: "1",

40

    "status_name"

: "Closed",

41

    "has_surveys"

: false,

42

    "department_id"

: "16693",

43

    "category"

: "Billing",

44

    "fields": [{

45

      "crm_id"

: "1654",

46

      "crm_name"

: "email",

47

      "field_id"

: 48,

48

      "field_order"

: 2,

49

      "field_type_id"

: 6,

50

      "form_field_id"

: 1243,

51

      "label"

: "email",

52

      "options": [{

53

        "label"

: "secondary email",

54

        "value"

: "j.doe@livehelpnow.com"

55

      }],

56

      "placeholder"

: "email",

57

      "required"

: true,

58

      "value"

: "John.doe@livehelpnow.com"

59

    }]

60

  },

61

  "status": "ok"

62

 }