Ticket API

Get Tickets by Ticket Number

GET /graph/tickets/data/{ticketNumber}

This API is provided by 3Dolphins to display information that contains in specific ticket number.

Headers

Name
Value

Content-Type

application/json

Authorization

Bearer <token>

Query Parameters

Nama
Tipe
Deskripsi

ticketNumber

string

Merupakan identifikasi unik untuk setiap tiket yang terbuat pada 3Dolphins.

Response

{
  "status": "success",
  "data": {
    "id": "[indexed_document]",
    "owner": "[owner_id]",
    "createdDate": 1735291012450,
    "createdBy": "[user/system id]",
    "modifiedDate": 1742376689235,
    "modifiedBy": "[user/system id]",
    "accountId": "[account_id]",
    "accountName": "rere",
    "accountScreen": "6282736273273",
    "answer": false,
    "assignedAgent": "[user_id]",
    "assignedDate": 1735291030977,
    "assignedDateText": "2024-12-27 16:17",
    "assignDuration": 2925639,
    "greetingStatus": true,
    "callVariable": [],
    "channel": "[channel_id]",
    "channelKey": "[channel_key]",
    "channelType": "webchat",
    "contactId": "[contact_id]",
    "conferenceParticipant": [],
    "correlationId": "",
    "createdDateText": "2024-12-27 16:16",
    "document": [],
    "errorShown": true,
    "ignoreMaxAssignment": false,
    "fromGroup": "[group_id]",
    "group": "[group_id]",
    "incoming": false,
    "message": "hai",
    "messageId": "[message_id]",
    "notified": false,
    "openDate": 1738216670179,
    "openDuration": 4160017,
    "parent": 1,
    "pendingDate": 1742376688087,
    "pendingDateText": "2025-03-19 16:31",
    "priority": false,
    "redistribute": false,
    "severity": "Not Set",
    "responseTime": 7085665,
    "ruleId": "[rule_id]",
    "status": "Pending",
    "timelineStatus": "Pending",
    "subject": "hai",
    "supervisor": "[supervisor_id]",
    "ticketNumber": "[ticket_number]",
    "unassignedDate": 1735291021425,
    "unassignedDateText": "2024-12-27 16:17",
    "unassignDuration": 9,
    "withinSla": false,
    "agentWithinSla": false,
    "online": false,
    "offlineDate": 1735291092218,
    "ticketTags": [],
    "transactionId": "1735291014839",
    "markRead": true,
    "collection": "master_ticket",
    "sla": 0,
    "responded": true,
    "numIncomingMessage": 1,
    "numRespondedIncoming": 1,
    "numSla": 0,
    "numOverSla": 0,
    "slaSetting": "Assigned To Pending",
    "responseRate": 100,
    "additionalField": [],
    "agentSla": 0,
    "agentNumIncomingMessage": 1,
    "agentNumRespondedIncoming": 1,
    "agentNumSla": 0,
    "agentNumOverSla": 0,
    "agentResponseRate": 100,
    "billable": false,
    "formTags": [],
    "firstResponseDuration": 9,
    "customFields": {
      "ignore_max_assignment": false,
      "sla": 0,
      "billable": false
    },
    "contact": {
      "id": "[contact_id]",
      "owner": "[owner_id]",
      "createdDate": 1735291005959,
      "createdBy": "[user/system id]",
      "modifiedDate": 1735291005959,
      "modifiedBy": "[user/system id]",
      "ageMax": 0,
      "ageMin": 0,
      "contactEmail": [
        "[email protected]"
      ],
      "contactEmailString": "[email protected]",
      "contactFirstName": "rere",
      "maxFollower": 0,
      "phoneTypes": [
        "Mobile"
      ],
      "phones": [
        "6282736273273"
      ],
      "phonesString": "6282736273273",
      "socialIdWebchat": [
        "[social_id]"
      ],
      "socialNameWebchat": [
        "rere"
      ],
      "socialScreenNameWebchat": [
        "[email protected]"
      ],
      "socialsString": "[email protected],[email protected]",
      "username": "rere",
      "additionalFieldsObject": [
        {
          "name": "NPWP",
          "value": null
        }
      ],
      "mapMaskedPhoneNumber": {
        "6282736273273": "6282736273273"
      },
      "maskingMode": false,
      "firstFormattedPhone": "6282736273273",
      "maskedPhones": [
        "6282736273273"
      ],
      "prettyCreatedDate": "27 Dec 2024 16:16",
      "rating": 0,
      "contactAccountIds": [
        "[email protected]",
        "6282736273273"
      ],
      "contactTouchpoints": [
        {
          "id": "[email protected]",
          "displayName": "rere",
          "screenName": "[email protected]",
          "profilePicture": null,
          "channelType": "javamail",
          "channelTypeIcon": "images/channel/ic_email.png",
          "contactId": "[contact_id]"
        }
      ],
      "phoneList": "6282736273273",
      "additionalFieldValueAsMap": {},
      "availableTouchpoints": [
        "images/channel/ic_email.png"
      ],
      "contactPhoneFormatted": "6282736273273",
      "haveAnySocialAccounts": false,
      "liveChatAccount": false,
      "contactEmailFormated": "[email protected]",
      "vipStatus": "No",
      "maskedSocialWhatsappId": []
    },
    "channelName": "Live chat test",
    "agentName": "Diah",
    "agentAvatar": "",
    "rawTextMessage": "hai",
    "ticketAnswer": false,
    "renderActivity": false,
    "internalCallRecipient": false,
    "selected": false,
    "unMerge": false,
    "disableRelatedTicket": false,
    "renderTicketNumber": false,
    "ableToReply": false,
    "unreadMessages": 0,
    "countTaskNotStarted": 0,
    "countTaskOngoing": 0,
    "countTaskOverdue": 0,
    "countTaskDone": 0,
    "formattedDate": "27-Dec-2024 16:16",
    "prettyDate": "2024-12-27 16:16:52",
    "friendlyName": "Rere",
    "mandatoryFormExisted": false,
    "mapFormTags": {},
    "callVariableObject": [],
    "ccList": [],
    "statusStyle": "ticket-pending",
    "attachmentExist": false,
    "prettyUnassignedDate": "2024-12-27 16:17:01",
    "prettyLastReplyDate": "",
    "createdDateRelatedTicketReportFormat": "27-Dec-2024 16:16",
    "prettDateTimelineByStatus": 1742376688087,
    "prettyDateTimeline": "2025-03-19 16:31:28",
    "dateTimeline": 1742376688087,
    "severityStyle": "severity-low",
    "slaStyle": "ticket-over-sla",
    "conferenceParticipantObject": [],
    "callParticipantObject": [],
    "overReplySla": false,
    "displayConferenceParticipant": false,
    "cleanUpMessage": "hai",
    "cleanUpSubject": "hai",
    "friendlyId": "6282736273273",
    "emailRecipient": "",
    "ccListFormatted": "",
    "ccListFormattedCut": "",
    "bccList": [],
    "bccListFormatted": "",
    "slaStatusText": "Over SLA",
    "sortedDate": 1735291012450,
    "respondedStr": "Yes",
    "numOfAttachment": 0,
    "allowCloseTelephonyTicket": false,
    "textMessage": "hai"
  }
}

Berikut merupakan penjelasan terkait field body response:

Name
Description

id

Field ini berguna sebagai identifikasi unik untuk setiap dokumen yang di-indeks pada database.

owner

Merupakan identifikasi unik dari pemegang akses kontrol pada aplikasi, biasanya diisi dalam bentuk id dari sistem.

createdDate

Menunjukkan waktu ketika tiket terbuat.

createdby

Menunjukkan identitas pembuat tiket, biasanya diisi oleh id sistem.

modifiedDate

Untuk menentukan waktu terakhir pembaruan data tiket.

modifiedBy

Untuk menunjukkan identitas dari orang yang membuat perubahan pada data.

accountId

Ini merupakan Identifikasi unik untuk setiap pelanggan yang mengirim pesan ke dashboard. Setiap channel memiliki identifikasi yang berbeda.

accountName

Menunjukkan pelanggan yang mengirim pesan, atau dapat berisi channel id jika field "answer" berisi nilai "true".

accountScreen

Field ini akan menampilkan nama pelanggan yang tertera pada tiket (bisa berupa username pelanggan atau nomor telepon pelanggan tergantung dari channel terbuat).

answer

Indicates to flagging each incoming message that enter to the dashboard. If false means incoming messages from customers, while true means reply messages from the system.

assignedAgent

Field ini menunjukkan identifier dari agen yang bertanggung jawab melayani tiket.

assignedDate

Menunjukan waktu tiket tersebut diassign ke agen.

assignedDateText

Merupakan hasil dari konversi field "assignedDate" dalam bentuk format tanggal.

assignDuration

Menunjukkan lama durasi ketika tiket berada dalam status assign (satuan detik).

greetingStatus

Field berguna untuk menunjukkan apakah tiket tersebut sudah mendapat auto greeting.

callVariable

Field ini berguna untuk menyimpan variabel pada tiket telephony.

channel

Merupakan identifikasi unik untuk setiap channel yang berhasil dibuat.

channelKey

Field ini menggabungkan message id dan channel key dari live chat.

channelType

Menunjukkan tipe channel dimana tiket tersebut dibuat.

contactId

Merupakan identifikasi unik untuk setiap pelanggan yang berinteraksi dengan channel 3Dolphins.

conferenceParticipant

Field ini berguna untuk mengumpulkan detail tentang setiap peserta konferensi, seperti nama, peran, status kehadiran, dan perangkat yang digunakan.

createdDateText

Merupakan hasil dari konversi field "createdDate" dalam bentuk format tanggal.

ignoreMaxAssignment

Field yang akan menetukan apakah tiket ini melihat bucket agent atau tidak.

fromGroup

Field ini akan terisi apabila tiket ini ditransfer dari group lain.

group

Field ini menunjukkan group dari agent yang sedang melayani tiket.

incoming

Merupakan field untuk menunjukkan apakah pesan berasal dari pelanggan atau agent. Apabila berisi true, maka pesan yang dikirim dari pelanggan.

message

Field ini digunakan untuk menyimpan setiap pesan bubble yang dikirimkan.

messageId

Menunjukkan identifikasi unik untuk setiap pesan bubble yang dikirimkan

notified

Field ini untuk menentukan aktivitas baru dari tiket tersebut apakah sudah dibuka oleh agen.

openDate

Menunjukkan waktu tiket dibuka oleh agen.

openDuration

Menunjukkan durasi lamanya tiket berada dalam status open.

parent

Menunjukkan apakah pesan tersebut merupakan pesan induk atau pesan yang dikirim setelahnya. Pesan dianggap sebagai pesan induk jika memiliki nilai 1.

priority

Field ini digunakan untuk menandai bahwa tiket ini merupakan tiket prioritas.

redistribute

Digunakan untuk menunjukkan tiket yang aktif sedang dipegang oleh agen siapa. Cth: Misalnya tiket A ditransfer oleh agen A ke B. Maka, agen A memiliki nilai redistribute " True" dan agen B memiliki nilai redistribute "False" yang berarti tiket aktif sedang dipegang oleh Agen B.

severity

Merupakan tingkat severity untuk tiket tersebut. Tingkat severity biasanya hanya ditetapkan pada pada masing-masing tiket.

responseTime

Field ini untuk menghitung durasi dari agen membalas pesan pelanggan yang terakhir (dalam detik).

ruleId

Menunjukkan id dari rule dimana tiket tersebut berada.

status

Menunjukkan status tiket tersebut dapat berisi unassigned, assigned, open, pending, close).

timelineStatus

Field ini untuk menampilkan status untuk setiap kepemilikan tiket pada customer 360.

subject

Ini adalah pesan pertama yang dikirim oleh pelanggan. Untuk channel email akan berisi subjek email.

supervisor

Menunjukkan id dari supervisor yang bertanggung jawab dari tiket yang sedang dilayani oleh agen.

ticketNumber

Indicates that each ticket created on the dashboard has its own unique number.

unassignedDate

Menunjukkan waktu ketika tiket pertama kali berada dalam antrean sebelum dibagikan ke agen.

unassignedDateText

Merupakan hasil dari konversi field "unassignedDate" dalam bentuk format tanggal.

unassignedDuration

Menunjukkan lama durasi tiket tersebut dalam antrean sampai diberikan ke agen.

ticketTags

Field ini berguna untuk menampung kategori (classifier) yang ditambahkan untuk tiket tersebut.

transaction_id

Field ini berguna untuk mengonfirmasi bahwa pesan yang dikirim dari channel live chat telah diproses di sistem. Biasanya digunakan sebagai pengenal untuk melacak pesan yang berhasil dikirim, gagal dikirim, atau dibaca di sisi tampilan live chat.

markRead

Field ini digunakan untuk menandai apakah pesan dari channel WhatsApp sudah dibaca atau belum.

collection

Menunjukkan ke dalam database mana tiket ini termasuk.

responded

Field ini menunjukkan apakah pelanggan sudah menjawab pesan agen.

slaSetting

Menunjukkan tipe SLA yang digunakan dari tiket ini.

agentResponseRate

Menunjukkan persentase apakah agen menjawab pesan yang dikirimkan oleh pelanggan.

billable

Menunjukkan apakah pesan ini dapat ditagih dan akan dikenakan biaya oleh Meta.

formTags

Berguna untuk menyimpan form apabila tagging yang ditambahkan menggunakan fitur mandatory form tags.

taskProgress

Digunakan untuk menampilkan progress task dari tiket tersebut.

firstResponseDuration

Menunjukkan lama durasi tiket pertama kali dibalas oleh agen.

contact

Berupa data object dari kontak pelanggan. Untuk mengetahui detail setiap parameter yang terdapat didalamnya dapat mengunjungi dokumentasi ini.

channelName

Menunjukkan nama channel dimana tiket tersebut dibuat.

agentName

Menunjukan siapa agen yang bertanggung jawab melayani tiket ini.

rawTextMessage

Field ini menampung seluruh pesan tanpa format untuk membatasi jumlah karakter maksimum.

ticketAnswer

Field ini sebagai penanda untuk setiap pesan masuk ke dalam sistem (sama seperti field jawaban). Namun, jika tiket merupakan tiket telepon, field ini akan sama dengan field panggilan keluar.

renderActivity

Digunakan untuk menampilkan gaya (styling) pada tab timeline di customer 360.

internalCallRecipient

Field yang hanya digunakan pada tiket telepon. Digunakan untuk mengetahui apakah tiket terhubung dengan pengguna lain saat proses panggilan berlangsung

selected

Menunjukkan apakah tiket telah ditandai (mark) pada antarmuka pengguna (UI).

unMerge

Field ini menunjukkan apakah penggabungan tiket telah dibatalkan.

disableRelatedTicket

Parameter ini digunakan dalam task untuk menunjukkan apakah tiket hanya dapat diakses oleh pihak yang bertanggung jawab dari task tersebut.

renderTicketNumber

Field ini digunakan untuk menampilkan nomor tiket pada daftar tiket.

ableToReply

Field ini digunakan untuk menentukan apakah tiket dapat dijawab oleh agen yang berwenang.

unreadMessages

Field ini untuk menunjukkan jumlah pesan yang belum terbaca.

countTaskNotStarted

Untuk menunjukkan berapa banyak task dari tiket yang masih dalam fase "not started".

countTaskOngoing

Untuk menunjukkan berapa banyak task dari tiket yang masih dalam fase "on going".

countTaskOverdue

Untuk menunjukkan berapa banyak task dari tiket yang dalam fase "overdue".

countTaskDone

Untuk menunjukkan berapa banyak task dari tiket sudah dalam fase "done".

prettyUnassignedDate

Ini menunjukkan timestamp saat tiket masuk sebagai tiket dengan status unassigned.

prettyLastReplyDate

Ini menunjukkan tanggal saat agen terakhir membalas pesan pelanggan.

createdDateRelatedTicketReportFormat

Field ini digunakan untuk mendukung saat melakukan download report. Field ini akan memberikan tanggal pembuatan saat file dihasilkan.

prettyDateTimeline

Ini merupakan hasil dari konversi field dateTimeline ke dalam format tanggal.

dateTimeline

Field ini yang menyimpan tanggal pemindahan kepemilikan tiket.

statusStyle

Field ini digunakan untuk menampilkan status (styling) yang muncul pada tiket.

severityStyle

Field ini digunakan untuk menampilkan styling dari tingkat severity tiket.

slaStyle

Field ini digunakan untuk menampilkan styling SLA yang diberikan dalam tiket.

attachmentExist

Menunjukkan jika terdapat lampiran dalam pesan.

conferenceParticipantObject

Field ini berguna untuk mengumpulkan detail tentang setiap peserta konferensi, seperti nama, peran, status kehadiran, dan perangkat yang digunakan.

callParticipantObject

Bidang ini mengumpulkan rincian tentang setiap peserta panggilan, seperti nama, role, status kehadiran, dan perangkat yang digunakan.

displayConferenceParticipant

Field ini menampilkan nama peserta konferensi jika bidang conferenceParticipantObject ada.

cleanUpMessage

Field ini sama halnya dengan field message yang berguna untuk menyimpan setiap pesan.

cleanUpSubject

Field ini berguna untuk membersihkan kata dari subjek yang berasal dari input pelanggan.

emailRecipient

Field ini menyimpan penerima email yang tercatat.

ccListFormated

Hanya digunakan pada channel email. Field ini digunakan untuk menyimpan daftar peserta CC pada pesan email. Cth: [email protected], [email protected]

ccListFormattedCut

Hanya digunakan pada channel email. Field ini untuk berguna untuk menyimpan daftar cc peserta dengan format yang lebih cantik. Cth: [email protected] and 2 others

bccList

Field ini untuk menyimpan daftar bcc dalam email.

bccListFormatted

Hanya digunakan pada channel email. Kolom ini untuk menyimpan daftar peserta bcc pada pesan email.

slaStatusText

Field ini digunakan untuk menampilkan status SLA dari pesan.

sortedDate

Untuk menampilkan tanggal dan waktu dalam urutan yang diurutkan berdasarkan kriteria tertentu (menggunakan format waktu epoch).

respondedStr

Field untuk menyimpan apakah pelanggan sudah membalas atau belum.

numOfAttachment

Menunjukkan berapa banyak attachment yang terdapat dalam tiket.

allowCloseTelephonyTicket

This field to determine if the telephony ticket already can be closed or not.

textMessage

Same as message field. To store each bubble message.

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”, “[email protected]”, “6287718110987”, “MINDA”, “6287718110987-MINDA” ], “owner”: “[owner_Id]”, “createdDate”: 1598970836874, “createdBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”, “modifiedDate”: 1599015252115, “modifiedBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”, “ageMax”: 0, “ageMin”: 0, “contactEmail”: [ “[email protected]” ], “contactEmailString”: “[email protected]”, “contactFirstName”: “MINDA”, “correlationId”: “6287718110987-MINDA”, “maxFollower”: 0, “phoneTypes”: [ “Mobile” ], “phones”: [ “6287718110987” ], “phonesString”: “6287718110987”, “socialIdWebchat”: [ “6287718110987-MINDA” ], “socialNameWebchat”: [ “MINDA” ], “socialScreenNameWebchat”: [ “[email protected]” ], “socialsString”: “[email protected],[email protected]”, “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”, “[email protected]”, “6287718110987” ], “contactTouchpoints”: [ { “id”: “[id]”, “displayName”: “MINDA”, “screenName”: “[email protected]”, “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”: “”, &nbsp “createdDateText”: “2020-09-01 10:10”, &nbsp “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”: [ “[email protected]”, “Shafitri”, ” Nurhanifa”, “081294379508”, “afi” ], “owner”: “[owner_id]”, “createdDate”: 1598929883138, “createdBy”: “e3c6a0f6b6690715585a9ac75368a739”, “modifiedDate”: 1598929883138, “modifiedBy”: “e3c6a0f6b6690715585a9ac75368a739”, “ageMax”: 0, “ageMin”: 0, “contactEmail”: [ “[email protected]” ], “contactEmailString”: “[email protected]”, “contactFirstName”: “Shafitri”, “contactLastName”: ” Nurhanifa”, “maxFollower”: 0, “phoneTypes”: [ “Mobile” ], “phones”: [ “081294379508” ], “phonesString”: “081294379508”, “socialIdWebchat”: [ “6289198247893-afi” ], “socialNameWebchat”: [ “afi” ], “socialScreenNameWebchat”: [ “[email protected]” ], “socialsString”: “[email protected],[email protected]”, “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”, “[email protected]”, “081294379508” ], “contactTouchpoints”: [ { “id”: “[Id]”, “displayName”: “Shafitri Nurhanifa”, “screenName”: “[email protected]”, “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”, “[email protected]”, “6287718111097”, “APPS” ], “owner”: “[owner_id]”, “createdDate”: 1598934915029, “createdBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”, “modifiedDate”: 1598934915029, “modifiedBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”, “ageMax”: 0, “ageMin”: 0, “contactEmail”: [ “[email protected]” ], “contactEmailString”: “[email protected]”, “contactFirstName”: “APPS”, “maxFollower”: 0, “phoneTypes”: [ “Mobile” ], “phones”: [ “6287718111097” ], “phonesString”: “6287718111097”, “socialIdWebchat”: [ “6287718111097-APPS” ], “socialNameWebchat”: [ “APPS” ], “socialScreenNameWebchat”: [ “[email protected]” ], “socialsString”: “[email protected],[email protected]”, “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”, “[email protected]”, “6287718111097” ], “contactTouchpoints”: [ { “id”: “[Id]”, “displayName”: “APPS”, “screenName”: “[email protected]”, “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 }

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

GET /graph/tickets/conversations/{channel}/{socialId}

API ini disediakan oleh 3Dolphins untuk dapat menampilkan riwayat percakapan pelanggan berdasarkan channel dan social Id.

Headers

Name
Value

Content-Type

application/json

Authorization

Bearer <token>

Query Parameters

Nama
Tipe
Deskripsi

channel

string

Merupakan nomor unik yang diberikan saat sebuah channel berhasil dibuat pada aplikasi kami.

socialId

string

Merupakan identifier yang disematkan untuk setiap pelanggan yang berinteraksi dengan setiap channel milik 3Dolphins.

Misalnya: Pelanggan bernama Rois Saputra berinteraksi dengan agen melalui channel whatsapp dan live chat. Hal ini akan membentuk socialId yang berbeda untuk pelanggan tersebut.

startDate

date

Apabila ingin menyaring riwayat percakapan mulai dari tanggal yang dimasukkan pada field ini memiliki format yyyy-MM-dd

endDate

date

Apabila ingin menyaring riwayat percakapan sampai dengan tanggal yang dimasukkan pada field ini memiliki format yyyy-MM-dd

Request Example

GET https://[server]/dolphin/apiv1/graph/tickets/conversations/webchat/[channelId]/[socialId]?count=10

Hanya tersedia untuk mendapatkan riwayat percakapan dari channel live chat

Response

{
    "status": "success",
    "data": [
        {
            "id": "id",
            "owner": "[owner_id]",
            "createdDate": 1729152203726,
            "createdBy": "82ab0fd5cfd1e80d1ff97c0cfc9aa9e2",
            "modifiedDate": 1729152203726,
            "modifiedBy": "82ab0fd5cfd1e80d1ff97c0cfc9aa9e2",
            "accountId": "[account_id]",
            "accountName": "WebChat",
            "answer": true,
            "channel": "[channel_id]",
            "channelKey": "[channel_key]",
            "channelType": "webchat",
            "createdDateText": "2024-10-17 15:03",
            "message": "Terima kasih , saat ini Anda kembali dengan Agent Virtual kami {customer_name} - Zulfa Supervisor",
            "messageId": "[message_id]",
            "parent": 0,
            "severity": "Not Set",
            "replyAgent": "Bot",
            "subject": "hai ",
            "ticketNumber": "[ticket_number]",
            "transactionId": "1729152203405",
            "markRead": false,
            "collection": "ticket_history",
            "billable": false,
            "rawTextMessage": "Terima kasih , saat ini Anda kembali dengan Agent Virtual kami {customer_name} - Zulfa Supervisor",
            "ticketAnswer": true,
            "renderActivity": false,
            "internalCallRecipient": false,
            "selected": false,
            "unMerge": false,
            "disableRelatedTicket": false,
            "renderTicketNumber": false,
            "ableToReply": false,
            "unreadMessages": 0,
            "countTaskNotStarted": 0,
            "countTaskOngoing": 0,
            "countTaskOverdue": 0,
            "countTaskDone": 0,
            "prettyUnassignedDate": "",
            "prettyLastReplyDate": "",
            "createdDateRelatedTicketReportFormat": "17-Oct-2024 15:03",
            "prettyDateTimeline": "2024-10-17 15:03:23",
            "dateTimeline": 1729152203726,
            "statusStyle": "",
            "severityStyle": "severity-low",
            "slaStyle": "ticket-ongoing-sla",
            "attachmentExist": false,
            "conferenceParticipantObject": [],
            "callParticipantObject": [],
            "displayConferenceParticipant": false,
            "cleanUpMessage": "Terima kasih , saat ini Anda kembali dengan Agent Virtual kami {customer_name} - Zulfa Supervisor",
            "cleanUpSubject": "hai ",
            "emailRecipient": "",
            "ccListFormatted": "",
            "ccListFormattedCut": "",
            "bccList": [],
            "bccListFormatted": "",
            "overReplySla": false,
            "slaStatusText": "Ongoing",
            "sortedDate": 1729152203726,
            "respondedStr": "No",
            "numOfAttachment": 0,
            "allowCloseTelephonyTicket": false,
            "formattedDate": "17-Oct-2024 15:03",
            "prettyDate": "2024-10-17 15:03:23",
            "friendlyName": "WebChat",
            "mandatoryFormExisted": false,
            "mapFormTags": {},
            "callVariableObject": [],
            "ccList": [],
            "textMessage": "Terima kasih , saat ini Anda kembali dengan Agent Virtual kami {customer_name} - Zulfa Supervisor"
        }
      ]
}

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 [generated token]

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” }

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