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
Content-Type
application/json
Authorization
Bearer <token>
Query Parameters
ticketNumber
string
Merupakan identifikasi unik untuk setiap tiket yang terbuat pada 3Dolphins.
Response
Berikut merupakan penjelasan terkait field body response:
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
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: 1@gmail.com, 2@gmail.com
ccListFormattedCut
Hanya digunakan pada channel email. Field ini untuk berguna untuk menyimpan daftar cc peserta dengan format yang lebih cantik. Cth: 1@gmail.com 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”, “mindagur93@gmail.com”, “6287718110987”, “MINDA”, “6287718110987-MINDA” ], “owner”: “[owner_Id]”, “createdDate”: 1598970836874, “createdBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”, “modifiedDate”: 1599015252115, “modifiedBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”, “ageMax”: 0, “ageMin”: 0, “contactEmail”: [ “mindagur93@gmail.com” ], “contactEmailString”: “mindagur93@gmail.com”, “contactFirstName”: “MINDA”, “correlationId”: “6287718110987-MINDA”, “maxFollower”: 0, “phoneTypes”: [ “Mobile” ], “phones”: [ “6287718110987” ], “phonesString”: “6287718110987”, “socialIdWebchat”: [ “6287718110987-MINDA” ], “socialNameWebchat”: [ “MINDA” ], “socialScreenNameWebchat”: [ “mindagur93@gmail.com” ], “socialsString”: “mindagur93@gmail.com,mindagur93@gmail.com”, “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”, “mindagur93@gmail.com”, “6287718110987” ], “contactTouchpoints”: [ { “id”: “[id]”, “displayName”: “MINDA”, “screenName”: “mindagur93@gmail.com”, “profilePicture”: null, “channelType”: “[channelType]”, “channelTypeIcon”: “images/channel/ic_email.png”, “contactId”: “[contactId]” } ] }, “channelName”: “[channelName]”, “internalCallRecipient”: false, “selected”: false, “agentAvatar”: “”, “unreadMessages”: 0, “ticketAnswer”: false, “statusStyle”: “ticket-closed”, “overReplySla”: false, “prettyDateTimeline”: “13 hours ago”, “dateTimeline”: 1598971058073, “severityStyle”: “severity-high”, “slaStyle”: “ticket-over-sla”, “attachmentExist”: false, “conferenceParticipantObject”: [], “callParticipantObject”: [], “callVariableObject”: [], “displayConferenceParticipant”: false, “friendlyId”: “[friendlyId]”, “emailRecipient”: “”, “ccListFormatted”: “”, “slaStatusText”: “Over SLA”, “prettyDate”: “13 hours ago”, “friendlyName”: “MINDA”, “ccList”: [] }, “hasMore”: false, “nextIndex”: 0, “prevIndex”: 0, “totalResults”: 0 }
Reassigned Ticket
Method
PUT
Media Type
application/json
URL
http://[server]/dolphin/apiv1/graph/tickets/update/reassign
Header
Authorization : Bearer [generatedToken]
Body
{ “ticketNumber”: “[ticketNumber]”, “teamMember”: { “id”: “[AgentId]” } }
Status
200
Response
{ “status”: “success”, “data”: { “id”: “[Id]”, “owner”: “[ownerId]”, “createdDate”: 1599538196973, “createdBy”: “f1b380ced4477dd87e8d7ad842af7ae2”, “modifiedDate”: 1599538402102, “modifiedBy”: “f1b380ced4477dd87e8d7ad842af7ae2”, “accountId”: “[accountId]”, “accountName”: “[accountName]”, “accountScreen”: “[accountScreen]”, “answer”: false, “assignedAgent”: “[agentId]”, “assignedDate”: 1599538402056, “assignedDateText”: “2020-09-08 11:13”, “greetingStatus”: false, “botId”: “[botId]”, “channel”: “[channel]”, “channelKey”: “[channelKey]”, “channelType”: “[channelType]”, “contactId”: “[contactId]”, “correlationId”: “”, “createdDateText”: “2020-09-08 11:09”, “incoming”: true, “message”: “[message]”, “messageId”: “[messageId]”, “notified”: false, “parent”: 1, “priority”: false, “redistribute”: false, “severity”: “Not Set”, “ruleId”: “[ruleId]”, “status”: “Assigned”, “timelineStatus”: “Assigned”, “subject”: “[subject]”, “supervisor”: “[supervisorId]”, “ticketNumber”: “[ticketNumber]”, “transferedFrom”: “Bot”, “unassignedDate”: 1599538402056, “unassignedDateText”: “2020-09-08 11:13”, “unassignDuration”: 0, “online”: true, “onlineDate”: 1599538197055, “ticketTags”: [ “default”, “default” ], “transactionId”: “[transactionId]”, “markRead”: false, “customFields”: { “online_date”: 1599538197055, }, “contact”: { “id”: “[Id]”, “spell”: [ “socialScreenNameWebchat”: [], “additionalField”: [ ], “username”: “[username]”, “socialAccounts”: [], “additionalFieldsObject”: [], “contactPhoneFormatted” : [contactPhoneFormatted]”, “haveAnySocialAccounts”: true, “haveAnySocialAccounts”: true, “rating”: 4, “contactAccountIds”: [], “contactTouchpoints”: [], “prettyCreatedDate”: “17 Aug 2020 07:53”, “birthdayFormatted”: “11 August 1995”, “availableTouchpoints”: [ “images/channel/ic_email.png” ], “additionalFieldValueAsMap”: { } }, “channelName”: “[channelName]”, “internalCallRecipient”: false, “selected”: false, “agentName”: “[agentName]”, “agentAvatar”: “[agentAvatar]”, “unreadMessages”: 0, “ticketAnswer”: false, “statusStyle”: “ticket-assigned”, “prettyDate”: “3 minutes ago”, “friendlyName”: “[friendlyName]”, “ccList”: [], “overReplySla”: false, “prettyDateTimeline”: “moments ago”, “dateTimeline”: 1599538402056, “severityStyle”: “severity-low”, “slaStyle”: “ticket-ongoing-sla”, “attachmentExist”: false, “conferenceParticipantObject”: [], “callParticipantObject”: [], “callVariableObject”: [], “displayConferenceParticipant”: false, “friendlyId”: “[friendlyId]”, “emailRecipient”: “”, “ccListFormatted”: “”, “slaStatusText”: “Ongoing” }, “hasMore”: false, “nextIndex”: 0, “prevIndex”: 0, “totalResults”: 0 }
Transfered Ticket
Method
PUT
Media Type
application/json
URL
http://[server]/dolphin/apiv1/graph/tickets/update/transfer
Header
Authorization : Bearer [generatedToken]
Body
Status
200
Response
{ “status”: “success”, “data”: { “id”: “[Id]”, “owner”: “[owner_id]”, “createdDate”: 1598929805400, “createdBy”: “95bbbf64882dd7816c09996d56bbc1e2”, “modifiedDate”: 1598931952061, “modifiedBy”: “95bbbf64882dd7816c09996d56bbc1e2”, “accountId”: “[accountId]”, “accountName”: “[accountName]”, “accountScreen”: “[accountScreen]”, “answer”: false, “assignedDateText”: “2020-09-01 10:10”, “greetingStatus”: false, “channel”: “[channelId]”, “channelKey”: “[channelKey]”, “channelType”: “[channelType]”, “contactId”: “[contactId]”, “correlationId”: “”,   “createdDateText”: “2020-09-01 10:10”,   “incoming”: true, “message”: “[message]”, “messageId”: “[messageId]”, “notified”: false, “parent”: 1, “priority”: false, “redistribute”: false, “severity”: “Not Set”, “ruleId”: “{rule_id}”, “status”: “Unassigned”, “timelineStatus”: “Unassigned”, “subject”: “trigger menu 3dolphins”, “supervisor”: “[supervisorId]”, “ticketNumber”: “[ticketNumber]”, “transferedFrom”: “Bot”, “unassignedDate”: 1598931951983, “online”: false, “ticketTags”: [ “Fitur – Live Chat”, “default” ], “guest”: false, “transactionId”: “[transactionId]”, “markRead”: false, “customFields”: { “guest”: false }, “contact”: { “id”: “[Id]”, “spell”: [ “Shafitri@yahoo.com”, “Shafitri”, ” Nurhanifa”, “081294379508”, “afi” ], “owner”: “[owner_id]”, “createdDate”: 1598929883138, “createdBy”: “e3c6a0f6b6690715585a9ac75368a739”, “modifiedDate”: 1598929883138, “modifiedBy”: “e3c6a0f6b6690715585a9ac75368a739”, “ageMax”: 0, “ageMin”: 0, “contactEmail”: [ “Shafitri@yahoo.com” ], “contactEmailString”: “Shafitri@yahoo.com”, “contactFirstName”: “Shafitri”, “contactLastName”: ” Nurhanifa”, “maxFollower”: 0, “phoneTypes”: [ “Mobile” ], “phones”: [ “081294379508” ], “phonesString”: “081294379508”, “socialIdWebchat”: [ “6289198247893-afi” ], “socialNameWebchat”: [ “afi” ], “socialScreenNameWebchat”: [ “afi@hehe.com” ], “socialsString”: “afi@hehe.com,afi@hehe.com”, “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”, “Shafitri@yahoo.com”, “081294379508” ], “contactTouchpoints”: [ { “id”: “[Id]”, “displayName”: “Shafitri Nurhanifa”, “screenName”: “Shafitri@yahoo.com”, “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”, “apps@mail.com”, “6287718111097”, “APPS” ], “owner”: “[owner_id]”, “createdDate”: 1598934915029, “createdBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”, “modifiedDate”: 1598934915029, “modifiedBy”: “82ab0fd5cfd1e80d1ff97c0cfc9aa9e2”, “ageMax”: 0, “ageMin”: 0, “contactEmail”: [ “apps@mail.com” ], “contactEmailString”: “apps@mail.com”, “contactFirstName”: “APPS”, “maxFollower”: 0, “phoneTypes”: [ “Mobile” ], “phones”: [ “6287718111097” ], “phonesString”: “6287718111097”, “socialIdWebchat”: [ “6287718111097-APPS” ], “socialNameWebchat”: [ “APPS” ], “socialScreenNameWebchat”: [ “apps@mail.com” ], “socialsString”: “apps@mail.com,apps@mail.com”, “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”, “apps@mail.com”, “6287718111097” ], “contactTouchpoints”: [ { “id”: “[Id]”, “displayName”: “APPS”, “screenName”: “apps@mail.com”, “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
Content-Type
application/json
Authorization
Bearer <token>
Query Parameters
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
Response
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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