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

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

200

{
    "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"
        }
      ]
}

400

{
    "status": "error",
    "data": null,
    "message": "Resource not found"
}

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” }