Ticket Details Endpoint

Ticket details

GET //developer.livehelpnow.net/api/ticket/{id}

Query Params

Name Expected Type Description
visible_only optional boolean Set to true to exclude private tickets
include_tags optional boolean Set to true to include tags associated with the ticket
include_comments optional boolean Set to true to include all comments associated with the ticket
include_actions optional boolean Set to true to include all actions associated with the ticket

Result

{
 "status": "ok",
 "payload": {
  "id": 123456,
  "action_date": "2019-01-01T12:00:00",
  "added_to_knowledge": false,
  "assigned_to_id": 1234,
  "category": "Tech Support",
  "client_id": 123456,
  "created_by": "http://www.site.com",
  "created_time": "2019-01-01T12:00:00",
  "country_code": "US",
  "department_id": 123456,
  "department_name": "Department",
  "email": "j.dow@email.com",
  "email_to_visitor": true,
  "fields": [{
   "crm_id": 123,
   "crm_name": "CRM Field",
   "field_id": 123,
   "field_order": 1,
   "field_type_id": 1,
   "label": "Field",
   "options": [{"label": "", "value": ""}..],
   "plcaeholder": "Placeholder",
   "required": true,
   "value": "Value",
  },   ...],
  "has_attachments": true,
  "has_surveys": true,
  "host_name": "127.0.0.1",
  "last_customer_action_date": "2019-01-01T12:00:00",
  "ip_address": 127.0.0.1,
  "name": "Jane Doe",
  "operator_acknowledged": "Acknowledged",
  "operator_assigned": true,
  "operator_name": "First Last",
  "priority": "Important",
  "private": false,
  "problem": "",
  "recieved_via": "",
  "spam_score": 1.3,
  "status_name": "Open",
  "status_id": 1,
  "source_type_id": 1,
  "tags": [
   "Tag1", "Tag2", etc
  ],
  "ticket_guid": "XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX",
  "title": "Ticket Title",
  "visitor_id": "XXXX-XXXXX-XX-XXXX",
  "watcher_emails": [],
  "watcher_ids": []
 }
}

 id string A unique identifier for the ticket
 action_date string The time the last action on the ticket occurred
 added_to_knowledge boolean If the ticket was added to the knowledge base as an article
 category string The category of the ticket
 client_id string The client identifier for the ticket
 created_by string The URL or operator id of where/who created the ticket
 created_time string The time the ticket was created
 country_code string The country code for the ticket/visitor
 department_id integer The department identifier for the ticket
 department_name string The department name for the ticket
 email string The email address for the customer who submitted the ticket
 email_to_visitor boolean If the ticket will send an email to visitor for updates
 fields object list A list of submitted fields for the ticket
  crm_id integer The crm identifier for the field
  crm_name string The crm name for the field
  field_id integer The field identifier
  field_order integer The order of the field
  field_type_id integer The indentifier of the field type
  label string The label for the field
  options object list List of available options for the field
  placeholder string The placeholder for the field
  required boolean If the field is required for submission or not
  value string The submitted value of the field
 has_attachments boolean If the ticket has attachments associated with it
 has_surveys boolean If the ticket has submitted surveys associated with it
 host_name string The host name of the submitter
 last_customer_action_date string The time the last action on the ticket occurred
 ip_address string The ip address of the submitter
 name string The name for the customer who submitted the ticket
 operator_acknowledged string The acknowledge state of the ticket (Acknowledged or Unacknowledged)
 operator_assigned integer The id of the operator who assigned to the ticket
 operator_name string The name of the operator who assigned to the ticket
 priority string The priority of the ticket
 private boolean If the ticket is marked private or not
 problem string The submitted problem for the ticket
 spam_score float The spam score of the ticket
 status_name string The current status of the ticket
  • Open
  • Response Received
  • Comment Added
  • Working
  • Waiting for Response
  • Closed
 status_id integer The status identifier
 source_type_id integer The indentifier of the source
 tags array A list of tags associated with the ticket
 ticket_guid string The unique guid of the ticket
 title string The title of the ticket
 visitor_id string The unique identifier for the visitor associated with the ticket
 watcher_emails list A list of any watcher emails
 watcher_ids list A list of any watcher ids