# Ticket API
### **Get List of Closed Tickets**
| Method | GET |
| ---------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Media Type | application/json |
| URL | http\://\[server]/dolphin/apiv1/graph/tickets/\[ticketNumber] |
| Header | Authorization : Bearer \[generatedToken] |
| Body | |
| Status | 200 |
| Response | {
“status”: “success”,
“data”: “\[]”
“id”: “\[id]”,
“owner”: “\[owner\_id]”,
“createdDate”: 1595403499334,
“createdBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“modifiedDate”: 1595403499334,
“modifiedBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“accountId”: “\[accountId]”,
“accountName”: “\[accountName]”,
“accountScreen”: “\[accountScreen]”,
“answer”: false,
“greetingStatus”: false,
“channel”: “\[channelId]”,
“channelKey”: “\[channelKey]”,
“channelType”: “\[channelType]”,
“contactId”: “\[contactId]”,
“correlationId”: “”,
“createdDateText”: “2020-07-22 14:38”,
“incoming”: true,
“message”: “\[message]”,
“messageId”: “\[messageId]”,
“notified”: false,
“parent”: 1,
“priority”: false,
“redistribute”: false,
“severity”: “Not Set”,
“status”: “Unassigned”,
“timelineStatus”: “Unassigned”,
“subject”: “/start”,
“ticketNumber”: “\[ticketNumber]”,
“unassignedDate”: 1595403500434,
“unassignedDateText”: “2020-07-22 14:38”,
“ticketTags”: \[
“default”,
“default”
],
“contact”: {
“id”: “\[id]”,
“spell”: \[
“Shafitri”,
“Nurhanifa”,
“Shafitri”
],
“owner”: “\[owner\_id]”,
“createdDate”: 1595402316376,
“createdBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“modifiedDate”: 1595402316376,
“modifiedBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“ageMax”: 0,
“ageMin”: 0,
“contactFirstName”: “Shafitri”,
“contactLastName”: “Nurhanifa”,
“maxFollower”: 0,
“socialIdTelegram”: \[
“951759877”
],
“socialNameTelegram”: \[
“Shafitri”
],
“socialScreenNameTelegram”: \[
“afeeeh”
],
“socialsString”: “afeeeh”,
“username”: “\[username]”,
“socialAccounts”: \[
“images/channel/ic\_telegram.png”
],
“additionalFieldsObject”: \[
{
“name”: “customer\_name”,
“value”: null
},
{
“name”: “phone\_number”,
“value”: null
},
{
“name”: “email\_address”,
“value”: null
},
{
“name”: “last\_date\_purchase”,
“value”: null
},
{
“name”: “first\_time\_purchase”,
“value”: null
},
{
“name”: “num\_hotel\_transaction”,
“value”: null
},
{
“name”: “num\_flight\_transaction”,
“value”: null
},
{
“name”: “num\_train\_transaction”,
“value”: null
},
{
“name”: “num\_coupon\_usage”,
“value”: null
},
{
“name”: “last\_booking\_id”,
“value”: null
},
{
“name”: “last\_booking\_product”,
“value”: null
},
{
“name”: “last\_booking\_hotel\_name”,
“value”: null
},
{
“name”: “last\_booking\_hotel\_area”,
“value”: null
},
{
“name”: “last\_booking\_flight\_route”,
“value”: null
},
{
“name”: “last\_booking\_train\_route”,
“value”: null
},
{
“name”: “isregisteredchatbanking”,
“value”: null
}
],
“availableTouchpoints”: \[],
“contactPhoneFormatted”: “”,
“haveAnySocialAccounts”: true,
“liveChatAccount”: false,
“additionalFieldValueAsMap”: {},
“rating”: 0,
“contactAccountIds”: \[
“951759877”
],
“contactTouchpoints”: \[],
“prettyCreatedDate”: “22 Jul 2020 02:18”
},
“channelName”: “\[channelName]”,
“internalCallRecipient”: false,
“selected”: false,
“unreadMessages”: 0,
“ticketAnswer”: false,
“statusStyle”: “ticket-unassigned”,
“prettyDate”: “2020-07-22 14:38:19”,
“friendlyName”: “\[friendlyName]”,
“ccList”: \[],
“overReplySla”: false,
“prettyDateTimeline”: “2020-07-22 14:38:20”,
“dateTimeline”: 1595403500434,
“severityStyle”: “severity-low”,
“attachmentExist”: false,
“conferenceParticipantObject”: \[],
“callParticipantObject”: \[],
“callVariableObject”: \[],
“displayConferenceParticipant”: false,
“friendlyId”: “\[friendlyId]”,
“emailRecipient”: “”,
“ccListFormatted”: “”,
“slaStatusText”: “Ongoing”
},
“hasMore”: false,
“nextIndex”: 0,
“prevIndex”: 0,
“totalResults”: 0
}
|
### **Get Ticket Data by Filter**
| Method | GET |
| ---------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Media Type | application/json |
| URL | http\://\[server]/dolphin/apiv1/graph/tickets/data/\[ticketNumber]/\[fieldName]/\[keyword] |
| Header | Authorization : Bearer \[generatedToken]
Field : \[fieldName]
Keyword : \[value od fieldName]
|
| Body | |
| Status | 200 |
| Response | {
“status”: “success”,
“data”: “\[]”
“id”: “\[id]”,
“owner”: “\[owner\_id]”,
“createdDate”: 1595403499334,
“createdBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“modifiedDate”: 1595403499334,
“modifiedBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“accountId”: “\[accountId]”,
“accountName”: “\[accountName]”,
“accountScreen”: “\[accountScreen]”,
“answer”: false,
“greetingStatus”: false,
“channel”: “\[channelId]”,
“channelKey”: “\[channelKey]”,
“channelType”: “\[channelType]”,
“contactId”: “\[contactId]”,
“correlationId”: “”,
“createdDateText”: “2020-07-22 14:38”,
“incoming”: true,
“message”: “\[message]”,
“messageId”: “\[messageId]”,
“notified”: false,
“parent”: 1,
“priority”: false,
“redistribute”: false,
“severity”: “Not Set”,
“status”: “Unassigned”,
“timelineStatus”: “Unassigned”,
“subject”: “/start”,
“ticketNumber”: “\[ticketNumber]”,
“unassignedDate”: 1595403500434,
“unassignedDateText”: “2020-07-22 14:38”,
“ticketTags”: \[
“default”,
“default”
],
“contact”: {
“id”: “\[id]”,
“spell”: \[
“Shafitri”,
“Nurhanifa”,
“Shafitri”
],
“owner”: “\[owner\_id]”,
“createdDate”: 1595402316376,
“createdBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“modifiedDate”: 1595402316376,
“modifiedBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“ageMax”: 0,
“ageMin”: 0,
“contactFirstName”: “Shafitri”,
“contactLastName”: “Nurhanifa”,
“maxFollower”: 0,
“socialIdTelegram”: \[
“951759877”
],
“socialNameTelegram”: \[
“Shafitri”
],
“socialScreenNameTelegram”: \[
“afeeeh”
],
“socialsString”: “afeeeh”,
“username”: “\[username]”,
“socialAccounts”: \[
“images/channel/ic\_telegram.png”
],
“additionalFieldsObject”: \[
{
“name”: “customer\_name”,
“value”: null
},
{
“name”: “phone\_number”,
“value”: null
},
{
“name”: “email\_address”,
“value”: null
},
{
“name”: “last\_date\_purchase”,
“value”: null
},
{
“name”: “first\_time\_purchase”,
“value”: null
},
{
“name”: “num\_hotel\_transaction”,
“value”: null
},
{
“name”: “num\_flight\_transaction”,
“value”: null
},
{
“name”: “num\_train\_transaction”,
“value”: null
},
{
“name”: “num\_coupon\_usage”,
“value”: null
},
{
“name”: “last\_booking\_id”,
“value”: null
},
{
“name”: “last\_booking\_product”,
“value”: null
},
{
“name”: “last\_booking\_hotel\_name”,
“value”: null
},
{
“name”: “last\_booking\_hotel\_area”,
“value”: null
},
{
“name”: “last\_booking\_flight\_route”,
“value”: null
},
{
“name”: “last\_booking\_train\_route”,
“value”: null
},
{
“name”: “isregisteredchatbanking”,
“value”: null
}
],
“availableTouchpoints”: \[],
“contactPhoneFormatted”: “”,
“haveAnySocialAccounts”: true,
“liveChatAccount”: false,
“additionalFieldValueAsMap”: {},
“rating”: 0,
“contactAccountIds”: \[
“951759877”
],
“contactTouchpoints”: \[],
“prettyCreatedDate”: “22 Jul 2020 02:18”
},
“channelName”: “\[channelName]”,
“internalCallRecipient”: false,
“selected”: false,
“unreadMessages”: 0,
“ticketAnswer”: false,
“statusStyle”: “ticket-unassigned”,
“prettyDate”: “2020-07-22 14:38:19”,
“friendlyName”: “\[friendlyName]”,
“ccList”: \[],
“overReplySla”: false,
“prettyDateTimeline”: “2020-07-22 14:38:20”,
“dateTimeline”: 1595403500434,
“severityStyle”: “severity-low”,
“slaStyle”: “ticket-ongoing-sla”,
“attachmentExist”: false,
“conferenceParticipantObject”: \[],
“callParticipantObject”: \[],
“callVariableObject”: \[],
“displayConferenceParticipant”: false,
“friendlyId”: “\[friendlyId]”,
“emailRecipient”: “”,
“ccListFormatted”: “”,
“slaStatusText”: “Ongoing”
},
“hasMore”: false,
“nextIndex”: 0,
“prevIndex”: 0,
“totalResults”: 0
}
|
### **Get Ticket Data by Filter Query**
| Method | POST |
| ---------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Media Type | application/json |
| URL | http\://\[server]/dolphin/apiv1/graph/tickets/data/\[ticketNumber]?start=0\&count=1 |
| Header | Authorization : Bearer \[generatedToken]
Ticket Number : \[ticketNumber]
|
| Body | {
“channel\_type”:”{channelType}”
}
|
| Status | 200 |
| Response | {
“status”: “success”,
“data”: “\[]”
“id”: “\[id]”,
“owner”: “\[owner\_id]”,
“createdDate”: 1598866866045,
“createdBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“modifiedDate”: 1598866866045,
“modifiedBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“accountId”: “\[accountId]”,
“accountName”: “\[accountName]”,
“accountScreen”: “\[accountScreen]”,
“answer”: false,
“assignedAgent”: “Bot”,
“assignedDate”: 1598866866314,
“botId”: “\[botId]”,
“channel”: “\[channelId]”,
“channelKey”: “\[channelKey]”,
“channelType”: “\[channelType]”,
“createdDateText”: “2020-08-31 16:41”,
“message”: “\[message]”,
“messageId”: “\[messageId]”,
“parent”: 0,
“severity”: “Not Set”,
“replyAgent”: “Bot”,
“subject”: “/start”,
“ticketNumber”: “\[ticketNumber]”,
“channelName”: “\[channelName]”,
“internalCallRecipient”: false,
“selected”: false,
“agentName”: “\[agentName]”,
“unreadMessages”: 0,
“lastMessage”: “\[lastMessage]”,
“ticketAnswer”: false,
“statusStyle”: “”,
“prettyDate”: “22 minutes ago”,
“friendlyName”: “\[friendlyName]”,
“ccList”: \[],
“overReplySla”: false,
“prettyDateTimeline”: “22 minutes ago”,
“dateTimeline”: 1598866866314,
“severityStyle”: “severity-low”,
“slaStyle”: “ticket-ongoing-sla”,
“attachmentExist”: false,
“conferenceParticipantObject”: \[],
“callParticipantObject”: \[],
“callVariableObject”: \[],
“displayConferenceParticipant”: false,
“friendlyId”: “\[friendlyId]”,
“emailRecipient”: “”,
“ccListFormatted”: “”,
“slaStatusText”: “Ongoing”
},
], “hasMore”: false,
“nextIndex”: 0,
“prevIndex”: 0,
“totalResults”: 0
}
|
### **Get List of Ticket**
| Method | GET |
| ---------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Media Type | application/json |
| URL | http\://\[server]/dolphin/apiv1/graph/tickets?start=0\&count=1 |
| Header | Authorization : Bearer \[generatedToken]
Ticket Number : \[ticketNumber]
|
| Body | |
| Status | 200 |
| Response | {
“status”: “success”,
“data”: “\[]”
“id”: “\[id]”,
“owner”: “\[owner\_id]”,
“createdDate”: 1555990774052,
“createdBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“modifiedDate”: 1555990774000,
“modifiedBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“accountId”: “\[accountId]”,
“accountName”: “\[accountName]”,
“accountScreen”: “\[accountScreen]”,
“answer”: false,
“assignedAgent”: “\[AgentId]”,
“assignedDate”: 1555990776659,
“assignedDateText”: “2019-04-23 10:39”,
“assignDuration”: 34,
“greetingStatus”: false,
“channel”: “\[channelId]”,
“channelKey”: “\[channelKey]”,
“channelType”: “\[channelType]”,
“closeInterval”: 1115,
“closedBy”: “a0a213e26e8cdb893972a6d311694e2b”,
“closedDate”: 1555991889672,
“createdDateText”: “2019-04-23 10:58”,
“contactId”: “\[contactId]”,
“createdDateText”: “2019-04-23 10:39”,
“group”: “{group\_Id}”,
“incoming”: false,
“message”: “\[message]”,
“messageId”: “\[messageId]”,
“notified”: true,
“openDate”: 1555990810679,
“openDateText”: “2019-04-23 10:40”,
“openDuration”: 994,
“parent”: 1,
“pendingDate”: 1555991804700,
“pendingDateText”: “2019-04-23 10:56”,
“pendingDuration”: 84,
“redistribute”: false,
“remark”: “
CAS-19-AW3702“,
“severity”: “Not Set”,
“replyCc”: “\[reply\_Cc]”,
“responseTime”: 1028,
“ruleId”: “\[ruleId]”,
“status”: “Closed”,
“timelineStatus”: “Closed”,
“subject”: “Tanggapan Email Nasabah a.n Ibu Sayyidatul Khoiriyah”,
“subjectChanged”: true,
“supervisor”: “\[supervisorId]”,
“ticketNumber”: “\[ticketNumber]”,
“toGroup”: “\[group\_Id]”,
“unassignedDate”: 1555990776659,
“unassignedDateText”: “2019-04-23 10:39”,
“unassignDuration”: 0,
“closureType”: “Resolved”,
“withinSla”: true,
“internalCallRecipient”: false,
“selected”: false,
“agentName”: “\[agentName]”,
“agentAvatar”: “{picture\_link}”,
“unreadMessages”: 0,
“lastMessage”: “\[lastMessage]”,
“ticketAnswer”: false,
“statusStyle”: “ticket-closed”,
“prettyDate”: “2019-04-23 10:39:34”,
“friendlyName”: “\[friendlyName]”,
“ccList”: \[
“\[ccList]”
],
“overReplySla”: false,
“prettyDateTimeline”: “2019-04-23 10:58:09”,
“dateTimeline”: 1555990776659,
“severityStyle”: “severity-low”,
“slaStyle”: “ticket-within-sla”,
“attachmentExist”: false,
“conferenceParticipantObject”: \[],
“callParticipantObject”: \[],
“callVariableObject”: \[],
“displayConferenceParticipant”: false,
“friendlyId”: “\[friendlyId]”,
“emailRecipient”: “\[emailRecipient]”,
“ccListFormatted”: “\[ccListFormatted]”,
“slaStatusText”: “Within SLA”
}
],
“hasMore”: false,
“nextIndex”: 0,
“prevIndex”: 0,
“totalResults”: 0
}
|
### **Send Message**
| Method | POST |
| ---------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Media Type | application/json |
| URL | http\://\[server]/dolphin/apiv1/graph/tickets/sendMessage |
| Header | Authorization : Bearer \[generatedToken] |
| Body | {
“ticketNumber”:”\[ticketNumber]”,
“channelType”:”\[channelType]”,
“replyAgent”:”\[AgentId]”,
“message”:”\[message]”
}
|
| Status | 200 |
| Response | {
“status”: “success”,
“data”: “\[]”
“id”: “\[id]”,
“owner”: “\[owner\_id]”,
“createdDate”: 1598971004373,
“createdBy”: “0cfa797dffff86a30d1331c99bb28351”,
“modifiedDate”: 1598971114042,
“modifiedBy”: “20304b70e1004c1537d25037b090960b”,
“accountId”: “\[accountId]”,
“accountName”: “\[accountName]”,
“accountScreen”: “\[accountScreen]”,
“answer”: false,
“assignedAgent”: “\[AgentId]”,
“assignedDate”: 1598971058073,
“assignedDateText”: “2020-09-01 21:37”,
“assignDuration”: 19,
“greetingStatus”: true,
“channel”: “\[channelId]”,
“channelKey”: “\[channelKey]”,
“channelType”: “\[channelType]”,
“closeInterval”: 109,
“closedBy”: “20304b70e1004c1537d25037b090960b”,
“closedDate”: 1598971113960,
“createdDateText”: “2020-09-01 21:38”,
“contactId”: “\[contactId]”,
“createdDateText”: “2020-09-01 21:36”,
“document”: \[
“default”,
“default”
],
“group”: “\[groupId]”,
“incoming”: false,
“mention”: false,
“message”: “\[message]”,
“messageId”: “\[messageId] “,
“notified”: true,
“openDate”: 1598971077417,
“openDateText”: “2020-09-01 21:37”,
“openDuration”: 1,
“parent”: 1,
“pendingDate”: 1598971078989,
“pendingDateText”: “2020-09-01 21:37”,
“pendingDuration”: 34,
“post”: false,
“priority”: false,
“reassignedText”: “true”,
“redistribute”: false,
“severity”: “High”,
“responseTime”: 71,
“ruleId”: “\[ruleId]”,
“status”: “Closed”,
“timelineStatus”: “Closed”,
“subject”: “cs”,
“supervisor”: “\[supervisorId]”,
“ticketNumber”: “\[ticketNumber]”,
“transferedDateText”: “2020-09-01 21:36”,
“transferedFrom”: “Bot”,
“transferedText”: “false”,
“unassignedDate”: 1598971006596,
“unassignedDateText”: “2020-09-01 21:36”,
“unassignDuration”: 51,
“closureType”: “Resolved”,
“withinSla”: false,
“online”: false,
“onlineDate”: 1598971004410,
“offlineDate”: 1598971113978,
“onlineDuration”: 109,
“transferInterval”: 55,
“customFields”: {
“online\_date”: 1598971004410,
“offline\_date”: 1598971113978,
“online\_duration”: 109
},
], “hasMore”: false,
“nextIndex”: 0,
“prevIndex”: 0,
“totalResults”: 0
}
|
### **Get User Ticket Assignment**
| Method | GET |
| ---------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Media Type | application/json |
| URL | http\://\[server]/dolphin/apiv1/graph/tickets/assignment?status=pending\&sort=desc\&isToday=true\&start=0\&count=1 |
| Header | Authorization : Bearer \[generatedToken] |
| Body | |
| Status | 200 |
| Response | {
“status”: “success”,
“data”: “\[]”
“hasMore”: false,
“nextIndex”: 0,
“prevIndex”: 0,
“totalResults”: 0
}
|
### **Get Ticket Priority by User id**
| Method | GET |
| ---------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Media Type | application/json |
| URL | http\://\[server]/dolphin/apiv1/graph/tickets/priority?start=0\&count=1 |
| Header | Authorization : Bearer \[generatedToken] |
| Body | |
| Status | 200 |
| Response | {
“status”: “success”,
“data”: “\[]”
“hasMore”: false,
“nextIndex”: 0,
“prevIndex”: 0,
“totalResults”: 0
}
|
### **Get Ticket Conversation by Ticket Number**
| Method | GET |
| ---------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Media Type | application/json |
| URL | http\://\[server]/dolphin/apiv1/graph/tickets/conversations/\[ticketNumber]?start=0\&count=1 |
| Header | Authorization : Bearer \[generatedToken]
Ticket Number : \[ticketNumber]
|
| Body | |
| Status | 200 |
| Response | {
“status”: “success”,
“data”: \[
{
“id”: “\[id]”,
“owner”: “\[owner\_id]”,
“createdDate”: 1598868824718,
“createdBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“modifiedDate”: 1598868824718,
“modifiedBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“accountId”: “\[accountId]”,
“accountName”: “\[accountName]”,
“accountScreen”: “\[accountScreen]”,
“answer”: true,
“channel”: “\[channelId]”,
“channelKey”: “\[channelKey]”,
“channelType”: “\[channelType]”,
“createdDateText”: “2020-08-31 17:13”,
“mention”: true,
“message”: “\[message]”,
“messageId”: “\[messageId]”,
“parent”: 0,
“severity”: “Not Set”,
“replyAgent”: “\[AgentId]”,
“subject”: “@fadhilfs5 time2”,
“ticketNumber”: “\[ticketNumber]”,
“transactionId”: “\[transactionId]”,
“markRead”: false,
“channelName”: “\[channelName]”,
“internalCallRecipient”: false,
“selected”: false,
“agentName”: “\[agentName]”,
“agentAvatar”: “{picture\_link}”,
“unreadMessages”: 0,
“lastMessage”: “\[lastMessage]”,
“ticketAnswer”: true,
“statusStyle”: “”,
“prettyDate”: “17 minutes ago”,
“friendlyName”: “Fadhilfs”,
“ccList”: \[],
“overReplySla”: false,
“prettyDateTimeline”: “17 minutes ago”,
“dateTimeline”: 1598868824718,
“severityStyle”: “severity-low”,
“slaStyle”: “ticket-ongoing-sla”,
“attachmentExist”: false,
“conferenceParticipantObject”: \[],
“callParticipantObject”: \[],
“callVariableObject”: \[],
“displayConferenceParticipant”: false,
“friendlyId”: “\[friendlyId]”,
“emailRecipient”: “”,
“ccListFormatted”: “”,
“slaStatusText”: “Ongoing”
}
],
“hasMore”: false,
“nextIndex”: 0,
“prevIndex”: 0,
“totalResults”: 0
}
|
### **Update Ticket**
| Method | PUT |
| ---------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Media Type | application/json |
| URL | http\://\[server]/dolphin/apiv1/graph/tickets/update/\[ticketNumber] |
| Header | Authorization : Bearer \[generatedToken] |
| Body | |
| Status | 200 |
| Response | {
“status”: “success”,
“data”: {
“id”: “\[Id]”,
“owner”: “\[owner\_id]”,
“createdDate”: 1598867539047,
“createdBy”: “0cfa797dffff86a30d1331c99bb28351”,
“modifiedDate”: 1598870004619,
“modifiedBy”: “95bbbf64882dd7816c09996d56bbc1e2”,
“partial”: true,
“accountId”: “\[accountId]”,
“accountName”: “\[accountName]”,
“accountScreen”: “\[accountScreen]”,
“answer”: false,
“assignedDateText”: “2020-08-31 16:54”,
“greetingStatus”: false,
“channel”: “\[channelId]”,
“channelKey”: “\[channelKey]”,
“channelType”: “\[channelType]”,
“contactId”: “\[contactId]”,
“correlationId”: “”,
“createdDateText”: “2020-08-31 16:52”,
“followerCount”: 6,
“friendCount”: 6,
“group”: “\[group\_Id]”,
“incoming”: true, “mention”: true,
“message”: “\[message]”,
“messageId”: “\[messageId]”,
“notified”: false,
“parent”: 1,
“profileLink”: “{picture\_link}”,
“redistribute”: false,
“severity”: “Low”,
“ruleId”: “\[rule\_id]”,
“status”: “Unassigned”,
“timelineStatus”: “Unassigned”,
“subject”: “@fadhilfs5 time2”,
“supervisor”: “\[supervisorId]”,
“ticketNumber”: “\[ticketNumber]”,
“toGroup”: “\[group\_id]”,
“transferedFrom”: “0cfa797dffff86a30d1331c99bb28351”,
“unassignedDate”: 1598868344765,
“unassignedDateText”: “2020-08-31 16:52”,
“unassignDuration”: 119,
“ticketTags”: \[
“default”,
“default”
],
“contact”: {
“username”: “\[username]”,
“socialAccounts”: \[],
“additionalFieldsObject”: \[
{
“name”: “customer\_name”,
“value”: null
},
{
“name”: “phone\_number”,
“value”: null
},
{
“name”: “email\_address”,
“value”: null
},
{
“name”: “last\_date\_purchase”,
“value”: null
},
{
“name”: “first\_time\_purchase”,
“value”: null
},
{
“name”: “num\_hotel\_transaction”,
“value”: null
},
{
“name”: “num\_flight\_transaction”,
“value”: null
},
{
“name”: “num\_train\_transaction”,
“value”: null
},
{
“name”: “num\_coupon\_usage”,
“value”: null
},
{
“name”: “last\_booking\_id”,
“value”: null
},
{
“name”: “last\_booking\_product”,
“value”: null
},
{
“name”: “last\_booking\_hotel\_name”,
“value”: null
},
{
“name”: “last\_booking\_hotel\_area”,
“value”: null
},
{
“name”: “last\_booking\_flight\_route”,
“value”: null
},
{
“name”: “last\_booking\_train\_route”,
“value”: null
},
{
“name”: “isregisteredchatbanking”,
“value”: null
}
],
“availableTouchpoints”: \[],
“contactPhoneFormatted”: “”,
“rating”: 0,
“contactAccountIds”: \[],
“contactTouchpoints”: \[],
“prettyCreatedDate”: “moments ago”
},
“channelName”: “\[channelName]”,
“internalCallRecipient”: false,
“selected”: false,
“unreadMessages”: 0,
“ticketAnswer”: false,
“statusStyle”: “ticket-unassigned”,
“prettyDate”: “41 minutes ago”,
“friendlyName”: “\[friendlyName]”,
“ccList”: \[],
“overReplySla”: false,
“prettyDateTimeline”: “28 minutes ago”,
“dateTimeline”: 1598868344765,
“severityStyle”: “severity-low”,
“slaStyle”: “ticket-ongoing-sla”,
“attachmentExist”: false,
“conferenceParticipantObject”: \[],
“callParticipantObject”: \[],
“callVariableObject”: \[],
“displayConferenceParticipant”: false,
“friendlyId”: “\[friendlyId]”,
“emailRecipient”: “”,
“ccListFormatted”: “”,
“slaStatusText”: “Ongoing”
},
“hasMore”: false,
“nextIndex”: 0,
“prevIndex”: 0,
“totalResults”: 0
}
|
### **Update Ticket by Doc Id**
| Method | PUT | |
| ---------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ------------------------ |
| Media Type | application/json | |
| URL | http\://\[server]/dolphin/apiv1/graph/tickets/update/id/\[ticketNumber] | |
| Header | Authorization : Bearer \[generatedToken] | Bearer \[generatedToken] |
| Body | | |
| Status | 200 | |
| Response | {
“status”: “success”,
“data”: {
“id”: “\[Id]”,
“owner”: “\[owner\_id]”,
“createdDate”: 1598868824718,
“createdBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“modifiedDate”: 1598870247415,
“modifiedBy”: “95bbbf64882dd7816c09996d56bbc1e2”,
“partial”: true,
“accountId”: “\[accountId]”,
“accountName”: “\[accountName]”,
“accountScreen”: “\[accountScreen]”,
“answer”: true,
“channel”: “\[channelId]”,
“channelKey”: “\[channelKey]”,
“channelType”: “\[channelType]”,
“createdDateText”: “2020-08-31 17:13”,
“mention”: true,
“message”: “\[message]”,
“messageId”: “\[messageId]”,
“parent”: 0,
“severity”: “Not Set”,
“replyAgent”: “\[AgentId]”,
“subject”: “@fadhilfs5 time2”,
“ticketNumber”: “\[ticketNumber]”,
“transactionId”: “\[transactionId]”,
“markRead”: false,
“channelName”: “\[channelName]”,
“internalCallRecipient”: false,
“selected”: false,
“agentName”: “\[agentName]”,
“agentAvatar”: “{picture\_link}”,
“unreadMessages”: 0,
“ticketAnswer”: true,
“statusStyle”: “”,
“prettyDate”: “24 minutes ago”,
“friendlyName”: “\[friendlyName]”,
“ccList”: \[],
“overReplySla”: false,
“prettyDateTimeline”: “24 minutes ago”,
“dateTimeline”: 1598868824718,
“severityStyle”: “severity-low”,
“slaStyle”: “ticket-ongoing-sla”,
“attachmentExist”: false,
“conferenceParticipantObject”: \[],
“callParticipantObject”: \[],
“callVariableObject”: \[],
“displayConferenceParticipant”: false,
“friendlyId”: “\[friendlyId]”,
“emailRecipient”: “”,
“ccListFormatted”: “”,
“slaStatusText”: “Ongoing”
},
“hasMore”: false,
“nextIndex”: 0,
“prevIndex”: 0,
“totalResults”: 0
}
| |
### **Update Ticket**
| Method | PUT |
| ---------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Media Type | application/json |
| URL | http\://\[server]/dolphin/apiv1/graph/tickets/update |
| Header | Authorization : Bearer \[generatedToken] |
| Body | {
“ticketNumber”:”\[ticketNumber]”,
“channelType”:”\[channelType]”,
“replyAgent”:”\[AgentId]”,
}
|
| Status | 200 |
| Response | {
“status”: “success”,
“data”: {
“id”: “\[id]”,
“owner”: “\[owner\_id]”,
“createdDate”: 1598971004373,
“createdBy”: “0cfa797dffff86a30d1331c99bb28351”,
“modifiedDate”: 1598971114042,
“modifiedBy”: “20304b70e1004c1537d25037b090960b”,
“accountId”: “\[accountId]”,
“accountName”: “\[accountName]”,
“accountScreen”: “\[accountScreen]”,
“answer”: false,
“assignedAgent”: “\[AgentId]”,
“assignedDate”: 1598971058073,
“assignedDateText”: “2020-09-01 21:37”,
“assignDuration”: 19,
“greetingStatus”: true,
“channel”: “\[channelId]”,
“channelKey”: “\[channelKey]”,
“channelType”: “\[channelType]”,
“closeInterval”: 109,
“closedBy”: “20304b70e1004c1537d25037b090960b”,
“closedDate”: 1598971113960,
“closedDateText”: “2020-09-01 21:38”,
“contactId”: “\[contactId]”,
“correlationId”: “”,
“createdDateText”: “2020-09-01 21:36”,
“document”: \[
“default”,
“default”
],
“errorCode”: “WC-Driver Exception”,
“errorMessage”: “User is no longer online we’ll keep this message to his/her inbox”,
“errorShown”: false,
“group”: “\[groupId]”,
“incoming”: false,
“mention”: false,
“message”: “\[message]”,
“messageId”: “\[messageId]”,
“notified”: true,
“openDate”: 1598971077417,
“openDateText”: “2020-09-01 21:37”,
“openDuration”: 1,
“parent”: 1,
“pendingDate”: 1598971078989,
“pendingDateText”: “2020-09-01 21:37”,
“pendingDuration”: 34,
“post”: false,
“priority”: false,
“reassignedText”: “true”,
“redistribute”: false,
“remark”: “”,
“severity”: “High”,
“replyAgent”: “\[AgentId]”,
“responseTime”: 71,
“ruleId”: “\[ruleId]”,
“status”: “Closed”,
“timelineStatus”: “Closed”,
“subject”: “cs”,
“supervisor”: “\[supervisorId]”,
“ticketNumber”: “\[ticketNumber]”,
“transferedDateText”: “2020-09-01 21:36”,
“transferedFrom”: “Bot”,
“transferedText”: “false”,
“unassignedDate”: 1598971006596,
“unassignedDateText”: “2020-09-01 21:36”,
“unassignDuration”: 51,
“closureType”: “Resolved”,
“withinSla”: false,
“online”: false,
“onlineDate”: 1598971004410,
“offlineDate”: 1598971113978,
“onlineDuration”: 109,
“transferInterval”: 55,
“customFields”: {
“online\_date”: 1598971004410,
“offline\_date”: 1598971113978,
“online\_duration”: 109
},
“contact”: {
“id”: “\[id]”,
“spell”: \[
“MINDA”,
“”,
“6287718110987”,
“MINDA”,
“6287718110987-MINDA”
],
“owner”: “\[owner\_Id]”,
“createdDate”: 1598970836874,
“createdBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“modifiedDate”: 1599015252115,
“modifiedBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“ageMax”: 0,
“ageMin”: 0,
“contactEmail”: \[
“”
],
“contactEmailString”: “”,
“contactFirstName”: “MINDA”,
“correlationId”: “6287718110987-MINDA”,
“maxFollower”: 0,
“phoneTypes”: \[
“Mobile”
],
“phones”: \[
“6287718110987”
],
“phonesString”: “6287718110987”,
“socialIdWebchat”: \[
“6287718110987-MINDA”
],
“socialNameWebchat”: \[
“MINDA”
],
“socialScreenNameWebchat”: \[
“”
],
“socialsString”: “,”,
“username”: “\[username]”,
“socialAccounts”:
“images/channel/ic\_webchat.png”,
“images/channel/ic\_email.png”,
“images/contact/ic\_phone\_red.png”
],
“additionalFieldsObject”: \[
{
“name”: “customer\_name”,
“value”: null
},
{
“name”: “phone\_number”,
“value”: null
},
{
“name”: “email\_address”,
“value”: null
},
{
“name”: “last\_date\_purchase”,
“value”: null
},
{
“name”: “first\_time\_purchase”,
“value”: null
},
{
“name”: “num\_hotel\_transaction”,
“value”: null
},
{
“name”: “num\_flight\_transaction”,
“value”: null
},
{
“name”: “num\_train\_transaction”,
“value”: null
},
{
“name”: “num\_coupon\_usage”,
“value”: null
},
{
“name”: “last\_booking\_id”,
“value”: null
},
{
“name”: “last\_booking\_product”,
“value”: null
},
{
“name”: “last\_booking\_hotel\_name”,
“value”: null
},
{
“name”: “last\_booking\_hotel\_area”,
“value”: null
},
{
“name”: “last\_booking\_flight\_route”,
“value”: null
},
{
“name”: “last\_booking\_train\_route”,
“value”: null
},
{
“name”: “isregisteredchatbanking”,
“value”: null
}
],
“additionalFieldValueAsMap”: {},
“availableTouchpoints”: \[
“images/channel/ic\_email.png”
],
“contactPhoneFormatted”: “6287718110987”,
“haveAnySocialAccounts”: true,
“liveChatAccount”: true,
“prettyCreatedDate”: “13 hours ago”,
“rating”: 0,
“contactAccountIds”: \[
“6287718110987-MINDA”,
“”,
“6287718110987”
],
“contactTouchpoints”: \[
{
“id”: “\[id]”,
“displayName”: “MINDA”,
“screenName”: “”,
“profilePicture”: null,
“channelType”: “\[channelType]”,
“channelTypeIcon”: “images/channel/ic\_email.png”,
“contactId”: “\[contactId]”
}
]
},
“channelName”: “\[channelName]”,
“internalCallRecipient”: false,
“selected”: false,
“agentAvatar”: “”,
“unreadMessages”: 0,
“ticketAnswer”: false,
“statusStyle”: “ticket-closed”,
“overReplySla”: false,
“prettyDateTimeline”: “13 hours ago”,
“dateTimeline”: 1598971058073,
“severityStyle”: “severity-high”,
“slaStyle”: “ticket-over-sla”,
“attachmentExist”: false,
“conferenceParticipantObject”: \[],
“callParticipantObject”: \[],
“callVariableObject”: \[],
“displayConferenceParticipant”: false,
“friendlyId”: “\[friendlyId]”,
“emailRecipient”: “”,
“ccListFormatted”: “”,
“slaStatusText”: “Over SLA”,
“prettyDate”: “13 hours ago”,
“friendlyName”: “MINDA”,
“ccList”: \[]
},
“hasMore”: false,
“nextIndex”: 0,
“prevIndex”: 0,
“totalResults”: 0
}
|
### **Reassigned Ticket**
| Method | PUT |
| ---------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Media Type | application/json |
| URL | http\://\[server]/dolphin/apiv1/graph/tickets/update/reassign |
| Header | Authorization : Bearer \[generatedToken] |
| Body | { “ticketNumber”: “\[ticketNumber]”, “teamMember”: { “id”: “\[AgentId]” } } |
| Status | 200 |
| Response | {
“status”: “success”,
“data”: {
“id”: “\[Id]”,
“owner”: “\[ownerId]”,
“createdDate”: 1599538196973,
“createdBy”: “f1b380ced4477dd87e8d7ad842af7ae2”,
“modifiedDate”: 1599538402102,
“modifiedBy”: “f1b380ced4477dd87e8d7ad842af7ae2”,
“accountId”: “\[accountId]”,
“accountName”: “\[accountName]”,
“accountScreen”: “\[accountScreen]”,
“answer”: false,
“assignedAgent”: “\[agentId]”,
“assignedDate”: 1599538402056,
“assignedDateText”: “2020-09-08 11:13”,
“greetingStatus”: false,
“botId”: “\[botId]”,
“channel”: “\[channel]”,
“channelKey”: “\[channelKey]”,
“channelType”: “\[channelType]”,
“contactId”: “\[contactId]”,
“correlationId”: “”,
“createdDateText”: “2020-09-08 11:09”,
“incoming”: true,
“message”: “\[message]”,
“messageId”: “\[messageId]”,
“notified”: false,
“parent”: 1,
“priority”: false,
“redistribute”: false,
“severity”: “Not Set”,
“ruleId”: “\[ruleId]”,
“status”: “Assigned”,
“timelineStatus”: “Assigned”,
“subject”: “\[subject]”,
“supervisor”: “\[supervisorId]”,
“ticketNumber”: “\[ticketNumber]”,
“transferedFrom”: “Bot”,
“unassignedDate”: 1599538402056,
“unassignedDateText”: “2020-09-08 11:13”,
“unassignDuration”: 0,
“online”: true,
“onlineDate”: 1599538197055,
“ticketTags”: \[
“default”,
“default”
],
“transactionId”: “\[transactionId]”,
“markRead”: false,
“customFields”: {
“online\_date”: 1599538197055,
},
“contact”: {
“id”: “\[Id]”,
“spell”: \[
“socialScreenNameWebchat”: \[],
“additionalField”: \[ ],
“username”: “\[username]”,
“socialAccounts”: \[],
“additionalFieldsObject”: \[],
“contactPhoneFormatted” : \[contactPhoneFormatted]”,
“haveAnySocialAccounts”: true,
“haveAnySocialAccounts”: true,
“rating”: 4, “contactAccountIds”: \[], “contactTouchpoints”: \[], “prettyCreatedDate”: “17 Aug 2020 07:53”, “birthdayFormatted”: “11 August 1995”, “availableTouchpoints”: \[ “images/channel/ic\_email.png” ],
“additionalFieldValueAsMap”: { } }, “channelName”: “\[channelName]”, “internalCallRecipient”: false, “selected”: false, “agentName”: “\[agentName]”, “agentAvatar”: “\[agentAvatar]”, “unreadMessages”: 0, “ticketAnswer”: false, “statusStyle”: “ticket-assigned”, “prettyDate”: “3 minutes ago”, “friendlyName”: “\[friendlyName]”, “ccList”: \[], “overReplySla”: false, “prettyDateTimeline”: “moments ago”, “dateTimeline”: 1599538402056, “severityStyle”: “severity-low”, “slaStyle”: “ticket-ongoing-sla”, “attachmentExist”: false, “conferenceParticipantObject”: \[], “callParticipantObject”: \[], “callVariableObject”: \[], “displayConferenceParticipant”: false, “friendlyId”: “\[friendlyId]”, “emailRecipient”: “”, “ccListFormatted”: “”, “slaStatusText”: “Ongoing” },
“hasMore”: false,
“nextIndex”: 0,
“prevIndex”: 0,
“totalResults”: 0
}
|
### **Transfered Ticket**
| Method | PUT |
| ---------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Media Type | application/json |
| URL | http\://\[server]/dolphin/apiv1/graph/tickets/update/transfer |
| Header | Authorization : Bearer \[generatedToken] |
| Body | |
| Status | 200 |
| Response | {
“status”: “success”,
“data”: {
“id”: “\[Id]”,
“owner”: “\[owner\_id]”,
“createdDate”: 1598929805400,
“createdBy”: “95bbbf64882dd7816c09996d56bbc1e2”,
“modifiedDate”: 1598931952061,
“modifiedBy”: “95bbbf64882dd7816c09996d56bbc1e2”,
“accountId”: “\[accountId]”,
“accountName”: “\[accountName]”,
“accountScreen”: “\[accountScreen]”,
“answer”: false,
“assignedDateText”: “2020-09-01 10:10”,
“greetingStatus”: false,
“channel”: “\[channelId]”,
“channelKey”: “\[channelKey]”,
“channelType”: “\[channelType]”,
“contactId”: “\[contactId]”,
“correlationId”: “”,
\ “createdDateText”: “2020-09-01 10:10”,
\ “incoming”: true,
“message”: “\[message]”,
“messageId”: “\[messageId]”,
“notified”: false,
“parent”: 1,
“priority”: false,
“redistribute”: false,
“severity”: “Not Set”,
“ruleId”: “{rule\_id}”,
“status”: “Unassigned”,
“timelineStatus”: “Unassigned”,
“subject”: “trigger menu 3dolphins”,
“supervisor”: “\[supervisorId]”,
“ticketNumber”: “\[ticketNumber]”,
“transferedFrom”: “Bot”,
“unassignedDate”: 1598931951983,
“online”: false,
“ticketTags”: \[
“Fitur – Live Chat”,
“default”
],
“guest”: false,
“transactionId”: “\[transactionId]”,
“markRead”: false,
“customFields”: {
“guest”: false
},
“contact”: {
“id”: “\[Id]”,
“spell”: \[
“”,
“Shafitri”,
” Nurhanifa”,
“081294379508”,
“afi”
],
“owner”: “\[owner\_id]”,
“createdDate”: 1598929883138,
“createdBy”: “e3c6a0f6b6690715585a9ac75368a739”,
“modifiedDate”: 1598929883138,
“modifiedBy”: “e3c6a0f6b6690715585a9ac75368a739”,
“ageMax”: 0,
“ageMin”: 0,
“contactEmail”: \[
“”
],
“contactEmailString”: “”,
“contactFirstName”: “Shafitri”,
“contactLastName”: ” Nurhanifa”,
“maxFollower”: 0,
“phoneTypes”: \[
“Mobile”
],
“phones”: \[
“081294379508”
],
“phonesString”: “081294379508”,
“socialIdWebchat”: \[
“6289198247893-afi”
],
“socialNameWebchat”: \[
“afi”
],
“socialScreenNameWebchat”: \[
“”
],
“socialsString”: “,”,
“username”: “\[username]”,
“socialAccounts”: \[
“images/channel/ic\_webchat.png”,
“images/channel/ic\_email.png”,
“images/contact/ic\_phone\_red.png”
],
“additionalFieldsObject”: \[
{
“name”: “customer\_name”,
“value”: null
},
{
“name”: “phone\_number”,
“value”: null
},
{
“name”: “email\_address”,
“value”: null
},
{
“name”: “last\_date\_purchase”,
“value”: null
},
{
“name”: “first\_time\_purchase”,
“value”: null
},
{
“name”: “num\_hotel\_transaction”,
“value”: null
},
{
“name”: “num\_flight\_transaction”,
“value”: null
},
{
“name”: “num\_train\_transaction”,
“value”: null
},
{
“name”: “num\_coupon\_usage”,
“value”: null
},
{
“name”: “last\_booking\_id”,
“value”: null
},
{
“name”: “last\_booking\_product”,
“value”: null
},
{
“name”: “last\_booking\_hotel\_name”,
“value”: null
},
{
“name”: “last\_booking\_hotel\_area”,
“value”: null
},
{
“name”: “last\_booking\_flight\_route”,
“value”: null
},
{
“name”: “last\_booking\_train\_route”,
“value”: null
},
{
“name”: “isregisteredchatbanking”,
“value”: null
}
],
“availableTouchpoints”: \[
“images/channel/ic\_email.png”
],
“contactPhoneFormatted”: “081294379508”,
“haveAnySocialAccounts”: true,
“liveChatAccount”: true,
“additionalFieldValueAsMap”: {},
“rating”: 0,
“contactAccountIds”: \[
“6289198247893-afi”,
“”,
“081294379508”
],
“contactTouchpoints”: \[
{
“id”: “\[Id]”,
“displayName”: “Shafitri Nurhanifa”,
“screenName”: “”,
“profilePicture”: null,
“channelType”: “\[channelType]”,
“channelTypeIcon”: “images/channel/ic\_email.png”,
“contactId”: “\[contactId]”
}
],
“prettyCreatedDate”: “34 minutes ago”
},
“channelName”: “\[channelName]”,
“internalCallRecipient”: false,
“selected”: false,
“unreadMessages”: 0,
“ticketAnswer”: false,
“statusStyle”: “ticket-unassigned”,
“prettyDate”: “36 minutes ago”,
“friendlyName”: “\[friendlyName]”,
“ccList”: \[],
“overReplySla”: false,
“prettyDateTimeline”: “moments ago”,
“dateTimeline”: 1598931951983,
“severityStyle”: “severity-low”,
“slaStyle”: “ticket-ongoing-sla”,
“attachmentExist”: false,
“conferenceParticipantObject”: \[],
“callParticipantObject”: \[],
“callVariableObject”: \[],
“displayConferenceParticipant”: false,
“friendlyId”: “\[friendlyId]”,
“emailRecipient”: “”,
“ccListFormatted”: “”,
“slaStatusText”: “Ongoing”
},
“hasMore”: false,
“nextIndex”: 0,
“prevIndex”: 0,
“totalResults”: 0
}
|
### **Escalated Ticket**
| Method | PUT |
| ---------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Media Type | application/json |
| URL | http\://\[server]/dolphin/apiv1/graph/tickets/update/escalate |
| Header | Authorization : Bearer \[generatedToken] |
| Body | { “ticketNumber”: \[ticketNumber]”, “supervisorId”: “\[supervisorId]” } |
| Status | 200 |
| Response | {
“status”: “success”,
“data”: {
“id”: “\[Id]”,
“owner”: “\[owner\_id]”,
“createdDate”: 1598934915037,
“createdBy”: “95bbbf64882dd7816c09996d56bbc1e2”,
“modifiedDate”: 1598941816862,
“modifiedBy”: “95bbbf64882dd7816c09996d56bbc1e2”,
“accountId”: “\[accountId]”,
“accountName”: “\[accountName]”,
“accountScreen”: “\[accountScreen]”,
“answer”: false,
“assignedAgent”: “\[AgentId]”,
“assignedDate”: 1598941816802,
“assignedDateText”: “2020-09-01 13:30”,
“greetingStatus”: true,
“channel”: “\[channelId]”,
“channelKey”: “\[channelKey]”,
“channelType”: “\[channelType]”,
“closeInterval”: 362,
“closedBy”: “870d3b8e6513ed82ceedf77319ce12e2”,
“closedDate”: 1598935277888,
“closedDateText”: “2020-09-01 11:41”,
“contactId”: “\[contactId]”,
“correlationId”: “”,
“createdDateText”: “2020-09-01 11:35”,
“document”: \[
“default”,
“default”
],
“escalated”: true,
“escalatedDate”: 1598941816802,
“escalatedFrom”: “95bbbf64882dd7816c09996d56bbc1e2”,
“escalatedTo”: “0cfa797dffff86a30d1331c99bb28351”,
“group”: “\[group\_id]”,
“incoming”: true,
“mention”: false,
“message”: “\[message]”,
“messageId”: “\[messageId]”,
“notified”: false,
“openDateText”: “2020-09-01 11:40”,
“parent”: 1,
“pendingDateText”: “2020-09-01 11:40”,
“post”: false,
“reassignedText”: “true”,
“redistribute”: false,
“remark”: “”,
“severity”: “High”,
“responseTime”: 192,
“ruleId”: “\[rule\_id]”,
“status”: “Assigned”,
“timelineStatus”: “Assigned”,
“subject”: “Sambungkan ke CS”,
“supervisor”: “\[supervisorId]”,
“ticketNumber”: “\[ticketNumber]”,
“transferedDateText”: “2020-09-01 11:35”,
“transferedText”: “false”,
“unassignedDate”: 1598941816802,
“unassignedDateText”: “2020-09-01 13:30”,
“unassignDuration”: 0,
“closureType”: “Resolved”,
“withinSla”: false,
“online”: false,
“onlineDate”: 1598935244130,
“offlineDate”: 1598935154417,
“onlineDuration”: 34,
“transferInterval”: 259,
“customFields”: {
“online\_date”: 1598935244130,
“offline\_date”: 1598935154417,
“online\_duration”: 34
},
“contact”: {
“id”: “\[Id]”,
“spell”: \[
“APPS”,
“”,
“6287718111097”,
“APPS”
],
“owner”: “\[owner\_id]”,
“createdDate”: 1598934915029,
“createdBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“modifiedDate”: 1598934915029,
“modifiedBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“ageMax”: 0,
“ageMin”: 0,
“contactEmail”: \[
“”
],
“contactEmailString”: “”,
“contactFirstName”: “APPS”,
“maxFollower”: 0,
“phoneTypes”: \[
“Mobile”
],
“phones”: \[
“6287718111097”
],
“phonesString”: “6287718111097”,
“socialIdWebchat”: \[
“6287718111097-APPS”
],
“socialNameWebchat”: \[
“APPS”
],
“socialScreenNameWebchat”: \[
“”
],
“socialsString”: “,”,
“username”: “\[username]”, “socialAccounts”: \[
“images/channel/ic\_webchat.png”,
“images/channel/ic\_email.png”,
“images/contact/ic\_phone\_red.png”
],
“additionalFieldsObject”: \[
{
“name”: “customer\_name”,
“value”: null
},
{
“name”: “phone\_number”,
“value”: null
},
{
“name”: “email\_address”,
“value”: null
},
{
“name”: “last\_date\_purchase”,
“value”: null
},
{
“name”: “first\_time\_purchase”,
“value”: null
},
{
“name”: “num\_hotel\_transaction”,
“value”: null
},
{
“name”: “num\_flight\_transaction”,
“value”: null
},
{
“name”: “num\_train\_transaction”,
“value”: null
},
{
“name”: “num\_coupon\_usage”,
“value”: null
},
{
“name”: “last\_booking\_id”,
“value”: null
},
{
“name”: “last\_booking\_product”,
“value”: null
},
{
“name”: “last\_booking\_hotel\_name”,
“value”: null
},
{
“name”: “last\_booking\_hotel\_area”,
“value”: null
},
{
“name”: “last\_booking\_flight\_route”,
“value”: null
},
{
“name”: “last\_booking\_train\_route”,
“value”: null
},
{
“name”: “isregisteredchatbanking”,
“value”: null
}
],
“prettyCreatedDate”: “2 hours ago”,
“additionalFieldValueAsMap”: {},
“availableTouchpoints”: \[
“images/channel/ic\_email.png”
],
“contactPhoneFormatted”: “6287718111097”,
“haveAnySocialAccounts”: true,
“liveChatAccount”: true,
“rating”: 0,
“contactAccountIds”: \[
“6287718111097-APPS”,
“”,
“6287718111097”
],
“contactTouchpoints”: \[
{
“id”: “\[Id]”,
“displayName”: “APPS”,
“screenName”: “”,
“profilePicture”: null,
“channelType”: “\[channelType]”,
“channelTypeIcon”: “images/channel/ic\_email.png”,
“contactId”: “\[contactId]”
}
]
},
“channelName”: “\[channelName]”,
“internalCallRecipient”: false,
“selected”: false,
“agentName”: “\[agentName]”,
“agentAvatar”: “”,
“unreadMessages”: 0,
“ticketAnswer”: false,
“statusStyle”: “ticket-assigned”,
“overReplySla”: false,
“prettyDateTimeline”: “moments ago”,
“dateTimeline”: 1598941816802,
“severityStyle”: “severity-high”,
“slaStyle”: “ticket-over-sla”,
“attachmentExist”: false,
“conferenceParticipantObject”: \[],
“callParticipantObject”: \[],
“callVariableObject”: \[],
“displayConferenceParticipant”: false,
“friendlyId”: “\[friendlyId]”,
“emailRecipient”: “”,
“ccListFormatted”: “”,
“slaStatusText”: “Over SLA”,
“prettyDate”: “2 hours ago”,
“friendlyName”: “APPS”,
“ccList”: \[]
},
“hasMore”: false,
“nextIndex”: 0,
“prevIndex”: 0,
“totalResults”: 0
}
|
### **Transfer Ticket From Bot To Agent**
| Method | PUT |
| ---------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Media Type | application/json |
| URL | http\://\[server]/dolphin/apiv1/graph/tickets/update/transferToAgent |
| Header | Authorization : Bearer \[generatedToken] |
| Body | |
| Status | 200 |
| Response | {
“status”: “success”,
“data”: {
“id”: “\[Id]”,
“owner”: “\[owner\_id]”,
“createdDate”: 1598929805400,
“createdBy”: “95bbbf64882dd7816c09996d56bbc1e2”,
“modifiedDate”: 1598932249354,
“modifiedBy”: “95bbbf64882dd7816c09996d56bbc1e2”,
“accountId”: “\[accountId]”,
“accountName”: “\[accountName]”,
“accountScreen”: “\[accountScreen]”,
“answer”: false,
“assignedDateText”: “2020-09-01 10:10”,
“greetingStatus”: false,
“channel”: “\[channelId]”,
“channelKey”: “\[channel\_key]”,
“channelType”: “\[channelType]”,
“contactId”: “\[contactId]”,
“createdDateText”: “2020-09-01 10:10”,
“group”: “Bot”,
“incoming”: true,
“message”: “\[message]”,
“messageId”: “\[messageId]”,
“notified”: false,
“parent”: 1,
“priority”: false,
“reassigned”: true,
“reassignedText”: “true”,
“redistribute”: false,
“ruleId”: “rule\_id”,
“status”: “Unassigned”,
“timelineStatus”: “Unassigned”,
“subject”: “trigger menu 3dolphins”,
“supervisor”: “\[supervisorId]”,
“ticketNumber”: “\[ticketNumber]”,
“transfered”: false,
“transferedDate”: 1598932249307,
“transferedDateText”: “2020-09-01 10:50”,
“transferedFrom”: “Bot”,
“transferedText”: “false”,
“unassignedDate”: 1598932249307,
“unassignedDateText”: “2020-09-01 10:50”,
“online”: false,
“ticketTags”: \[
“Fitur – Live Chat”,
“default”
],
“guest”: false,
“transactionId”: “\[transactionId]”,
“markRead”: false,
“customFields”: {
“guest”: false
}
},
“hasMore”: false,
“nextIndex”: 0,
“prevIndex”: 0,
“totalResults”: 0
}
|
### **Close Ticket by Bot**
| Method | PUT |
| ---------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Media Type | application/json |
| URL | http\://\[server]/dolphin/apiv1/graph/tickets/update/close |
| Header | Authorization : Bearer \[generatedToken] |
| Body | |
| Status | 200 |
| Response | {
“status”: “success”,
“data”: {
“id”: “\[Id]”, “owner”: “\[owner\_id]”,
“createdDate”: 1598932282864,
“createdBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“modifiedDate”: 1598932344045,
“modifiedBy”: “95bbbf64882dd7816c09996d56bbc1e2”,
“accountId”: “\[accountId]”,
“accountName”: “\[accountName]”,
“accountScreen”: “\[accountScreen]”,
“answer”: false,
“assignedAgent”: “\[AgentId]”,
“assignedDate”: 1598932284198,
“assignedDateText”: “2020-09-01 10:51”,
“assignDuration”: 19,
“greetingStatus”: true,
“channel”: “\[channelId]”,
“channelKey”: “\[channel\_key]”,
“channelType”: “\[channelType]”,
“closeInterval”: 59,
“closedBy”: “870d3b8e6513ed82ceedf77319ce12e2”,
“closedDate”: 1598932344043,
“closedDateText”: “2020-09-01 10:51”,
“contactId”: “\[contactId]”,
“createdDateText”: “2020-09-01 10:51”,
“document”: \[
“default”,
“default”
],
“group”: “Bot”,
“incoming”: false,
“mention”: false,
“message”: “\[message]”,
“messageId”: “\[messageId]”,
“notified”: true,
“openDate”: 1598932303746,
“openDateText”: “2020-09-01 10:51”,
“openDuration”: 1,
“parent”: 1,
“pendingDate”: 1598932305361,
“pendingDateText”: “2020-09-01 10:51”,
“pendingDuration”: 38,
“post”: false,
“priority”: false,
“reassigned”: true,
“reassignedText”: “true”,
“redistribute”: false,
“severity”: “High”,
“responseTime”: 20,
“ruleId”: “\[rule\_id]”,
“status”: “Closed”,
“timelineStatus”: “Closed”,
“subject”: “Sambungkan ke CS”,
“supervisor”: “\[supervisorId]”,
“ticketNumber”: “\[ticketNumber]”,
“toGroup”: “\[group\_id]”,
“transfered”: false,
“transferedDate”: 1598932284198,
“transferedDateText”: “2020-09-01 10:51”,
“transferedFrom”: “Bot”,
“transferedText”: “false”,
“transferedTo”: “870d3b8e6513ed82ceedf77319ce12e2”,
“unassignedDate”: 1598932284198,
“unassignedDateText”: “2020-09-01 10:51”,
“unassignDuration”: 0,
“closureType”: “Resolved”,
“withinSla”: true,
“online”: false,
“transferInterval”: 27,
“customFields”: {
“online\_date”: 1598932282905
}
},
“hasMore”: false,
“nextIndex”: 0,
“prevIndex”: 0,
“totalResults”: 0
}
|
### **Get Queue Number From Account Id**
| Method | GET |
| ---------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Media Type | application/json |
| URL | http\://\[server]/dolphin/apiv1/graph/tickets/queue/\[accountId] |
| Header | Authorization : Bearer \[generatedToken] |
| Body | |
| Status | 200 |
| Response | {
“status”: “success”,
“data”: 0,
“hasMore”: false,
“nextIndex”: 0,
“prevIndex”: 0,
“totalResults”: 0
}
|
### **Get File Link**
| Method | POST |
| ---------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Media Type | application/json |
| URL | http\://\[server]/dolphin/apiv1/graph/tickets/files |
| Header | Authorization : Bearer \[generatedToken] |
| Body | |
| Status | 200 |
| Response | {
“status”: “success”,
“data”: “null?access\_token=Bearer \[generatedToken]”,
“hasMore”: false,
“nextIndex”: 0,
“prevIndex”: 0,
“totalResults”: 0
}
|
### **Get File Media**
| Method | POST |
| ---------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Media Type | application/json |
| URL | http\://\[server]/dolphin/apiv1/graph/tickets/files/media |
| Header | Authorization : Bearer \[generatedToken] |
| Body | |
| Status | 200 |
| Response | {
“status”: “success”,
“data”: “null?access\_token=Bearer \[generatedToken]”,
“hasMore”: false,
“nextIndex”: 0,
“prevIndex”: 0,
“totalResults”: 0
}
|
### **Get Conversation History by Channel and Social Id**
| Method | GET |
| ---------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Media Type | application/json |
| URL | http\://\[server]/dolphin/apiv1/graph/tickets/conversations/\[channel]/\[social\_Id]/history?count=1 |
| Header | Authorization : Bearer \[genaratedToken]
Channel : \[channelType]
Social Id : \[social\_Id]
|
| Body | |
| Status | 200 |
| Response | {
“status”: “success”,
“data”: \[
{
“id”: “\[Id]”,
“owner”: “\[owner\_id]”,
“createdDate”: 1598935344537,
“createdBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“modifiedDate”: 1598935344537,
“modifiedBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“accountId”: “\[accountId]”,
“accountName”: “\[accountName]”,
“answer”: true,
“botId”: “\[botId]”,
“channel”: “\[channelId]”,
“channelKey”: “\[channel\_key]”,
“channelType”: “\[channelType]”,
“createdDateText”: “2020-09-01 11:42”,
“message”: “\[message]”,
“messageId”: “\[messageId]”,
“parent”: 0,
“severity”: “Not Set”,
“replyAgent”: “Bot”,
“responseTime”: 2,
“responseTimeAgent”: 2,
“subject”: “cyvb”,
“ticketNumber”: “\[ticketNumber]”,
“transactionId”: “”,
“markRead”: false,
“internalCallRecipient”: false,
“selected”: false,
“unreadMessages”: 0,
“ticketAnswer”: true,
“statusStyle”: “”,
“overReplySla”: false,
“prettyDateTimeline”: “54 minutes ago”,
“dateTimeline”: 1598935344537,
“severityStyle”: “severity-low”,
“slaStyle”: “ticket-ongoing-sla”,
“attachmentExist”: false,
“conferenceParticipantObject”: \[],
“callParticipantObject”: \[],
“callVariableObject”: \[],
“displayConferenceParticipant”: false,
“emailRecipient”: “”,
“ccListFormatted”: “”,
“slaStatusText”: “Ongoing”,
“prettyDate”: “54 minutes ago”,
“friendlyName”: “WebChat”,
“ccList”: \[]
}
],
“hasMore”: false,
“nextIndex”: 0,
“prevIndex”: 0,
“totalResults”: 0
}
|
### **Get Conversation History by Channel, Channel Key and Social Id**
| Method | GET |
| ---------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Media Type | application/json |
| URL | http\://\[server]/dolphin/apiv1/graph/tickets/conversations/\[channel]/\[channelkey]/\[social\_id]?count=1 |
| Header | Authorization : Bearer \[generatedToken]
Channel : \[channelType]
Channel Key : \[channelKey]
Social Id : \[social\_Id]
|
| Body | |
| Status | 200 |
| Response | {
“status”: “success”,
“data”: \[
{
“id”: “\[Id]”,
“owner”: “\[owner\_id]”,
“createdDate”: 1598935344537,
“createdBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“modifiedDate”: 1598935344537,
“modifiedBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“accountId”: “\[accountId]”,
“accountName”: “\[accountName]”,
“answer”: true,
“botId”: “\[botId]”,
“channel”: “\[channelId]”,
“channelKey”: “\[channelKey]”,
“channelType”: “\[channelType]”,
“createdDateText”: “2020-09-01 11:42”,
“message”: “\[message]”,
“messageId”: “\[messageId]”,
“parent”: 0,
“severity”: “Not Set”,
“replyAgent”: “Bot”,
“responseTime”: 2,
“responseTimeAgent”: 2,
“subject”: “cyvb”,
“ticketNumber”: “\[ticketNumber]”,
“transactionId”: “”,
“markRead”: false,
“internalCallRecipient”: false,
“selected”: false,
“unreadMessages”: 0,
“ticketAnswer”: true,
“statusStyle”: “”,
“overReplySla”: false,
“prettyDateTimeline”: “57 minutes ago”,
“dateTimeline”: 1598935344537,
“severityStyle”: “severity-low”,
“slaStyle”: “ticket-ongoing-sla”,
“attachmentExist”: false,
“conferenceParticipantObject”: \[],
“callParticipantObject”: \[],
“callVariableObject”: \[],
“displayConferenceParticipant”: false,
“emailRecipient”: “”,
“ccListFormatted”: “”,
“slaStatusText”: “Ongoing”,
“prettyDate”: “57 minutes ago”,
“friendlyName”: “WebChat”,
“ccList”: \[]
}
],
“hasMore”: false,
“nextIndex”: 0,
“prevIndex”: 0,
“totalResults”: 0
}
|
### **Get Conversation History by Channel Id and Social Id**
| Method | GET |
| ---------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Media Type | application/json |
| URL | http\://\[server]/dolphin/apiv1/graph/tickets/conversations/channelId/\[channelId]/\[socialId]?count=1 |
| Header | Authorization : Bearer \[generatedToken]
Channel Id : \[channelId]
Social Id : \[socialId]
|
| Body | |
| Status | 200 |
| Response | {
“status”: “success”,
“data”: \[
{
“id”: “\[Id]”,
“owner”: “\[owner\_id]”,
“createdDate”: 1598935344537,
“createdBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“modifiedDate”: 1598935344537,
“modifiedBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“accountId”: “\[accountId]”,
“accountName”: “\[accountName]”,
“answer”: true,
“botId”: “\[botId]”,
“channel”: “\[channelId]”,
“channelKey”: “\[channelKey]”,
“channelType”: “\[channelType]”,
“createdDateText”: “2020-09-01 11:42”,
“message”: “\[message]”,
“messageId”: “\[messageId]”,
“parent”: 0,
“replyAgent”: “Bot”,
“responseTime”: 2,
“responseTimeAgent”: 2,
“subject”: “cyvb”,
“ticketNumber”: “\[ticketNumber]”,
“markRead”: false
}
],
“hasMore”: false,
“nextIndex”: 0,
“prevIndex”: 0,
“totalResults”: 0
}
|
### **Get Sorted Conversation History by Channel and Social Id**
| Method | GET |
| ---------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Media Type | application/json |
| URL | http\://\[server]/dolphin/apiv1/graph/tickets/conversations/\[channel\[/\[socialId]/history?count=1 |
| Header | Authorization : Bearer \[generatedToken]
Channel Id : \[channelId]
Social Id : \[socialId]
|
| Body | |
| Status | 200 |
| Response | {
“status”: “success”,
“data”: \[
{
“id”: “\[Id]”,
“owner”: “\[owner\_id]”,
“createdDate”: 1598935344537,
“createdBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“modifiedDate”: 1598935344537,
“modifiedBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”,
“accountId”: “\[accountId]”,
“accountName”: “\[accountName]”,
“answer”: true,
“botId”: “\[botId]”,
“channel”: “\[channelId]”,
“channelKey”: “\[channelKey]”,
“channelType”: “\[channelType]”,
“createdDateText”: “2020-09-01 11:42”,
“message”: “\[message]”,
“messageId”: “\[messageId]”,
“parent”: 0,
“severity”: “Not Set”,
“replyAgent”: “Bot”,
“responseTime”: 2,
“responseTimeAgent”: 2,
“subject”: “cyvb”,
“ticketNumber”: “\[ticketNumber]”,
“transactionId”: “”,
“markRead”: false,
“internalCallRecipient”: false,
“selected”: false,
“unreadMessages”: 0,
“ticketAnswer”: true,
“statusStyle”: “”,
“overReplySla”: false,
“prettyDateTimeline”: “1 hour ago”,
“dateTimeline”: 1598935344537,
“severityStyle”: “severity-low”,
“slaStyle”: “ticket-ongoing-sla”,
“attachmentExist”: false,
“conferenceParticipantObject”: \[],
“callParticipantObject”: \[],
“callVariableObject”: \[],
“displayConferenceParticipant”: false,
“emailRecipient”: “”,
“ccListFormatted”: “”,
“slaStatusText”: “Ongoing”,
“prettyDate”: “1 hour ago”,
“friendlyName”: “WebChat”,
“ccList”: \[]
}
],
“hasMore”: false,
“nextIndex”: 0,
“prevIndex”: 0,
“totalResults”: 0
}
|
### **Do Transform Button Message**
| Method | POST |
| ---------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Media Type | application/json |
| URL | http\://\[server]/dolphin/apiv1/graph/tickets/transformButtonMessage |
| Header | Authorization : Bearer \[genaratedToken] |
| Body | |
| Status | 200 |
| Response | {
“severity”: “Medium”,
“internalCallRecipient”: false,
“selected”: false,
“unreadMessages”: 0,
“statusStyle”: “”,
“prettyDate”: “”,
“friendlyName”: “”,
“ccList”: \[],
“overReplySla”: false,
“prettyDateTimeline”: “”,
“severityStyle”: “severity-medium”,
“slaStyle”: “ticket-ongoing-sla”,
“attachmentExist”: false,
“conferenceParticipantObject”: \[],
“callParticipantObject”: \[],
“callVariableObject”: \[],
“displayConferenceParticipant”: false,
“emailRecipient”: “”,
“ccListFormatted”: “”,
“slaStatusText”: “Ongoing”
}
|