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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
 }