Ticket API

Get Tickets by Ticket Number

GET /graph/tickets/data/{ticketNumber}

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

Headers

Name	Value
Content-Type	application/json
Authorization	Bearer <token>

Query Parameters

Nama	Tipe	Deskripsi
ticketNumber	string	Merupakan identifikasi unik untuk setiap tiket yang terbuat pada 3Dolphins.

Response

200

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

404

{
  "status": "error",
  "data": null,
  "message": "An unexpected error has occurred, Please check application log for more information."
}

Berikut merupakan penjelasan terkait field body response:

Name	Description
id	Field ini berguna sebagai identifikasi unik untuk setiap dokumen yang di-indeks pada database.
owner	Merupakan identifikasi unik dari pemegang akses kontrol pada aplikasi, biasanya diisi dalam bentuk id dari sistem.
createdDate	Menunjukkan waktu ketika tiket terbuat.
createdby	Menunjukkan identitas pembuat tiket, biasanya diisi oleh id sistem.
modifiedDate	Untuk menentukan waktu terakhir pembaruan data tiket.
modifiedBy	Untuk menunjukkan identitas dari orang yang membuat perubahan pada data.
accountId	Ini merupakan Identifikasi unik untuk setiap pelanggan yang mengirim pesan ke dashboard. Setiap channel memiliki identifikasi yang berbeda.
accountName	Menunjukkan pelanggan yang mengirim pesan, atau dapat berisi channel id jika field "answer" berisi nilai "true".
accountScreen	Field ini akan menampilkan nama pelanggan yang tertera pada tiket (bisa berupa username pelanggan atau nomor telepon pelanggan tergantung dari channel terbuat).
answer	Indicates to flagging each incoming message that enter to the dashboard. If false means incoming messages from customers, while true means reply messages from the system.
assignedAgent	Field ini menunjukkan identifier dari agen yang bertanggung jawab melayani tiket.
assignedDate	Menunjukan waktu tiket tersebut diassign ke agen.
assignedDateText	Merupakan hasil dari konversi field "assignedDate" dalam bentuk format tanggal.
assignDuration	Menunjukkan lama durasi ketika tiket berada dalam status assign (satuan detik).
greetingStatus	Field berguna untuk menunjukkan apakah tiket tersebut sudah mendapat auto greeting.
callVariable	Field ini berguna untuk menyimpan variabel pada tiket telephony.
channel	Merupakan identifikasi unik untuk setiap channel yang berhasil dibuat.
channelKey	Field ini menggabungkan message id dan channel key dari live chat.
channelType	Menunjukkan tipe channel dimana tiket tersebut dibuat.
contactId	Merupakan identifikasi unik untuk setiap pelanggan yang berinteraksi dengan channel 3Dolphins.
conferenceParticipant	Field ini berguna untuk mengumpulkan detail tentang setiap peserta konferensi, seperti nama, peran, status kehadiran, dan perangkat yang digunakan.
createdDateText	Merupakan hasil dari konversi field "createdDate" dalam bentuk format tanggal.
ignoreMaxAssignment	Field yang akan menetukan apakah tiket ini melihat bucket agent atau tidak.
fromGroup	Field ini akan terisi apabila tiket ini ditransfer dari group lain.
group	Field ini menunjukkan group dari agent yang sedang melayani tiket.
incoming	Merupakan field untuk menunjukkan apakah pesan berasal dari pelanggan atau agent. Apabila berisi true, maka pesan yang dikirim dari pelanggan.
message	Field ini digunakan untuk menyimpan setiap pesan bubble yang dikirimkan.
messageId	Menunjukkan identifikasi unik untuk setiap pesan bubble yang dikirimkan
notified	Field ini untuk menentukan aktivitas baru dari tiket tersebut apakah sudah dibuka oleh agen.
openDate	Menunjukkan waktu tiket dibuka oleh agen.
openDuration	Menunjukkan durasi lamanya tiket berada dalam status open.
parent	Menunjukkan apakah pesan tersebut merupakan pesan induk atau pesan yang dikirim setelahnya. Pesan dianggap sebagai pesan induk jika memiliki nilai 1.
priority	Field ini digunakan untuk menandai bahwa tiket ini merupakan tiket prioritas.
redistribute	Digunakan untuk menunjukkan tiket yang aktif sedang dipegang oleh agen siapa. Cth: Misalnya tiket A ditransfer oleh agen A ke B. Maka, agen A memiliki nilai redistribute " True" dan agen B memiliki nilai redistribute "False" yang berarti tiket aktif sedang dipegang oleh Agen B.
severity	Merupakan tingkat severity untuk tiket tersebut. Tingkat severity biasanya hanya ditetapkan pada pada masing-masing tiket.
responseTime	Field ini untuk menghitung durasi dari agen membalas pesan pelanggan yang terakhir (dalam detik).
ruleId	Menunjukkan id dari rule dimana tiket tersebut berada.
status	Menunjukkan status tiket tersebut dapat berisi unassigned, assigned, open, pending, close).
timelineStatus	Field ini untuk menampilkan status untuk setiap kepemilikan tiket pada customer 360.
subject	Ini adalah pesan pertama yang dikirim oleh pelanggan. Untuk channel email akan berisi subjek email.
supervisor	Menunjukkan id dari supervisor yang bertanggung jawab dari tiket yang sedang dilayani oleh agen.
ticketNumber	Indicates that each ticket created on the dashboard has its own unique number.
unassignedDate	Menunjukkan waktu ketika tiket pertama kali berada dalam antrean sebelum dibagikan ke agen.
unassignedDateText	Merupakan hasil dari konversi field "unassignedDate" dalam bentuk format tanggal.
unassignedDuration	Menunjukkan lama durasi tiket tersebut dalam antrean sampai diberikan ke agen.
ticketTags	Field ini berguna untuk menampung kategori (classifier) yang ditambahkan untuk tiket tersebut.
transaction_id	Field ini berguna untuk mengonfirmasi bahwa pesan yang dikirim dari channel live chat telah diproses di sistem. Biasanya digunakan sebagai pengenal untuk melacak pesan yang berhasil dikirim, gagal dikirim, atau dibaca di sisi tampilan live chat.
markRead	Field ini digunakan untuk menandai apakah pesan dari channel WhatsApp sudah dibaca atau belum.
collection	Menunjukkan ke dalam database mana tiket ini termasuk.
responded	Field ini menunjukkan apakah pelanggan sudah menjawab pesan agen.
slaSetting	Menunjukkan tipe SLA yang digunakan dari tiket ini.
agentResponseRate	Menunjukkan persentase apakah agen menjawab pesan yang dikirimkan oleh pelanggan.
billable	Menunjukkan apakah pesan ini dapat ditagih dan akan dikenakan biaya oleh Meta.
formTags	Berguna untuk menyimpan form apabila tagging yang ditambahkan menggunakan fitur mandatory form tags.
taskProgress	Digunakan untuk menampilkan progress task dari tiket tersebut.
firstResponseDuration	Menunjukkan lama durasi tiket pertama kali dibalas oleh agen.
contact	Berupa data object dari kontak pelanggan. Untuk mengetahui detail setiap parameter yang terdapat didalamnya dapat mengunjungi dokumentasi ini.
channelName	Menunjukkan nama channel dimana tiket tersebut dibuat.
agentName	Menunjukan siapa agen yang bertanggung jawab melayani tiket ini.
rawTextMessage	Field ini menampung seluruh pesan tanpa format untuk membatasi jumlah karakter maksimum.
ticketAnswer	Field ini sebagai penanda untuk setiap pesan masuk ke dalam sistem (sama seperti field jawaban). Namun, jika tiket merupakan tiket telepon, field ini akan sama dengan field panggilan keluar.
renderActivity	Digunakan untuk menampilkan gaya (styling) pada tab timeline di customer 360.
internalCallRecipient	Field yang hanya digunakan pada tiket telepon. Digunakan untuk mengetahui apakah tiket terhubung dengan pengguna lain saat proses panggilan berlangsung
selected	Menunjukkan apakah tiket telah ditandai (mark) pada antarmuka pengguna (UI).
unMerge	Field ini menunjukkan apakah penggabungan tiket telah dibatalkan.
disableRelatedTicket	Parameter ini digunakan dalam task untuk menunjukkan apakah tiket hanya dapat diakses oleh pihak yang bertanggung jawab dari task tersebut.
renderTicketNumber	Field ini digunakan untuk menampilkan nomor tiket pada daftar tiket.
ableToReply	Field ini digunakan untuk menentukan apakah tiket dapat dijawab oleh agen yang berwenang.
unreadMessages	Field ini untuk menunjukkan jumlah pesan yang belum terbaca.
countTaskNotStarted	Untuk menunjukkan berapa banyak task dari tiket yang masih dalam fase "not started".
countTaskOngoing	Untuk menunjukkan berapa banyak task dari tiket yang masih dalam fase "on going".
countTaskOverdue	Untuk menunjukkan berapa banyak task dari tiket yang dalam fase "overdue".
countTaskDone	Untuk menunjukkan berapa banyak task dari tiket sudah dalam fase "done".
prettyUnassignedDate	Ini menunjukkan timestamp saat tiket masuk sebagai tiket dengan status unassigned.
prettyLastReplyDate	Ini menunjukkan tanggal saat agen terakhir membalas pesan pelanggan.
createdDateRelatedTicketReportFormat	Field ini digunakan untuk mendukung saat melakukan download report. Field ini akan memberikan tanggal pembuatan saat file dihasilkan.
prettyDateTimeline	Ini merupakan hasil dari konversi field dateTimeline ke dalam format tanggal.
dateTimeline	Field ini yang menyimpan tanggal pemindahan kepemilikan tiket.
statusStyle	Field ini digunakan untuk menampilkan status (styling) yang muncul pada tiket.
severityStyle	Field ini digunakan untuk menampilkan styling dari tingkat severity tiket.
slaStyle	Field ini digunakan untuk menampilkan styling SLA yang diberikan dalam tiket.
attachmentExist	Menunjukkan jika terdapat lampiran dalam pesan.
conferenceParticipantObject	Field ini berguna untuk mengumpulkan detail tentang setiap peserta konferensi, seperti nama, peran, status kehadiran, dan perangkat yang digunakan.
callParticipantObject	Bidang ini mengumpulkan rincian tentang setiap peserta panggilan, seperti nama, role, status kehadiran, dan perangkat yang digunakan.
displayConferenceParticipant	Field ini menampilkan nama peserta konferensi jika bidang conferenceParticipantObject ada.
cleanUpMessage	Field ini sama halnya dengan field message yang berguna untuk menyimpan setiap pesan.
cleanUpSubject	Field ini berguna untuk membersihkan kata dari subjek yang berasal dari input pelanggan.
emailRecipient	Field ini menyimpan penerima email yang tercatat.
ccListFormated	Hanya digunakan pada channel email. Field ini digunakan untuk menyimpan daftar peserta CC pada pesan email. Cth: [e-mail], [e-mail]
ccListFormattedCut	Hanya digunakan pada channel email. Field ini untuk berguna untuk menyimpan daftar cc peserta dengan format yang lebih cantik. Cth: [e-mail] 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”, “[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"
}

Penjelasan komponen body request field:

Nama	Deskripsi
id	Merupakan field yang digunakan sebagai identifier unik untuk setiap dokumen yang di indeks pada database.
owner	Merupakan unik identifier pemegang kontrol akses data aplikasi, biasanya diisi oleh id sistem.
createdDate	Menunjukkan tanggal ketika message tersebut dibuat.
createdby	Menunjukkan identifier siapa pembuat pesan tersebut. Biasanya diisi oleh id sistem.
modifiedDate	Untuk mengetahui kapan terakhir kali data pesan tersebut diperbarui.
modifiedBy	Untuk menunjukkan identifier dari siapa yang melakukan perubahan data tersebut.
accountId	Merupakan unik identifier untuk pelanggan yang mengirimkan pesan tersebut. Setiap channel memiliki komponen identifier yang berbeda.
accountName	Menunjukkan nama pelanggan yang mengirimkan pesan tersebut atau dapat berisi id channel ketika field answer berisi "true".
answer	Menunjukkan flagging untuk setiap pesan masuk ke dalam sistem. Apabila false berarti menunjukkan pesan masuk dari customer, sedangkan true pesan balasan dari sistem.
channel	Merupakan nomor unik untuk setiap channel yang berhasil dibuat.
channelKey	Field ini merupakan kombinasi dari channel key milik live chat dan message id.
channelType	Menunjukkan tipe channel dimana pesan tersebut dibuat.
createdDateText	Merupakan hasil convert dari field createdDate menggunakan format tanggal.
message	Merupakan field untuk menyimpan setiap bubble message.
messageId	Merupakan unik identifier untuk setiap bubble message.
parent	Menunjukkan pesan tersebut sebagai pesan induk atau pesan yang dikirimkan setelahnya. Apabila memiliki nilai 1 menunjukkan pesan tersebut sebagai pesan induk.
severity	Menunjukkan tingkat severity dari tiket dimana pesan tersebut dikirimkan. Biasanya severity yang diatur hanya terlihat pada pesan induk saja.
replyAgent	Menunjukkan siapa yang membalas pesan ini. Apabila pesan dibalas oleh bot maka, akan berisi "Bot". Apabila agen yang membalas pesan tersebut, maka akan berisi id agent tersebut. Apabila dibalas oleh automation, akan berisi "ticket-automation".
subject	Merupakan pesan pertama yang dikirimkan oleh pelanggan. Pada email channel akan berisi dari subject email tersebut.
ticketNumber	Menunjukkan setiap tiket yang terbuat pada dashboard memiliki nomor unik masing-masing.
transaction_id	Field ini berguna untuk melakukan acknowledge bahwa pesan yang dikirimkan dari channel live chat telah diproses pada sisi sistem. Biasanya digunakan sebagai identifier untuk dapat memproses pesan yang sudah berhasil terkirim, gagal terkirim, sudah dibaca pada sisi live chat.
markRead	Field ini digunakan untuk menandai pesan dari channel whatsapp apakah sudah terbaca atau belum.
collection	Menunjukkan pesan ini berada pada collection yang mana.
billable	Menunjukkan pesan tersebut merupakan pesan billable yang akan ditagih oleh meta atau tidak.
rawTextMessage	Merupakan field untuk menampung keseluruhan pesan tanpa melalui proses format pemotongan maksimum karakter.
ticketAnswer	Menunjukkan flagging untuk setiap pesan masuk ke dalam sistem (sama hal nya dengan field answer). Tetapi apabila tiket tersebut merupakan tiket telephony, field ini akan menyamai field outgoing call.
renderActivity	Digunakan untuk menampilkan styling dari tab timeline pada customer 360
internalCallRecipient	Field yang hanya digunakan pada tiket telephony. Untuk mengetahui apakah tiket tersebut tersambung dengan user lain ketika panggilan dilakukan.
selected	Digunakan untuk menyimpan apakah tiket telah ditandai pada sisi user interface.
unMerge	Merupakan field untuk menandai apakah tiket tersebut telah dibatalkan penggabungan tiketnya.
disableRelatedTicket	Field ini digunakan pada task sebagai penanda apakah tiket tersebut dapat diakses hanya pada user yang memiliki responsibility pada task.
renderTicketNumber	Berguna untuk menampilkan ticket number pada list ticket.
ableToReply	Field yang digunakan untuk memetakan apakah tiket dibalas oleh agen yang memiliki kewenangan.
unreadMessages	Merupakan field untuk menyimpan berapa pesan yang belum terbaca.
countTaskNotStarted	Untuk menampilkan jumlah task dari tiket tersebut yang memiliki status not started
countTaskOngoing	Untuk menampilkan jumlah task dari tiket tersebut yang memiliki status on going
countTaskOverdue	Untuk menampilkan jumlah task dari tiket tersebut yang memiliki status overdue
countTaskDone	Untuk menampilkan jumlah task dari tiket tersebut yang memiliki status done
prettyUnassignedDate	Menunjukkan tanggal ketika pesan masuk menjadi tiket unassigned.
prettyLastReplyDate	Menunjukkan tanggal ketika agen membalas pesan dari pelanggan.
createdDateRelatedTicketReportFormat	Field ini berguna apabila ingin melakukan download report. Field created date akan diambil saat file dihasilkan.
prettyDateTimeline	Merupakan hasil convert dari field dateTimeline menggunakan format tanggal.
dateTimeline	Merupakan field untuk menyimpan perpindahan ownership dari tiket.
statusStyle	Merupakan field yang digunakan untuk menampilkan styling status dari tiket.
severityStyle	Merupakan field yang digunakan untuk menampilkan styling severity dari tiket.
slaStyle	Merupakan field yang digunakan untuk menampilkan styling dari sla yang terdapat pada tiket.
attachmentExist	Menunjukkan apakah message tersebut terdapat attachment atau tidak
conferenceParticipantObject	Field ini berisi informasi tentang setiap peserta konferensi, seperti nama, peran, status kehadiran, dan perangkat yang digunakan.
callParticipantObject	Field ini berisi informasi tentang setiap pserta dalam panggilan, seperti nama, peran, status kehadiran, dan perangkat yang digunakan.
displayConferenceParticipant	Field ini untuk memunculkan nama peserta konferensi apabila field conferenceParticipantObject terisi.
cleanUpMessage	Merupakan field yang sama dengan field message. Untuk menampung setiap pesan.
cleanUpSubject	Merupakan field untuk menyimpan
emailRecipient	Merupakan field untuk menyimpan recipient email.
ccListFormated	Hanya digunakan pada channel email. Field ini untuk menyimpan daftar cc sebagai penerima pesan email. Ex: [e-mail], [e-mail]
ccListFormattedCut	Hanya digunakan pada channel email. Field ini untuk menyimpan daftar cc sebagai penerima pesan email dengan format yang lebih indah. Ex: [e-mail] and 3 others
bccList	Digunakan untuk menampung daftar bcc pada email.
bccListFormatted	Hanya digunakan pada channel email. Field ini untuk menyimpan daftar bcc sebagai penerima pesan email.
overReplySla	Field ini digunakan untuk menyimpan apakah balasan pesan melebihi dari SLA yang ditentukan.
slaStatusText	Berguna untuk menyimpan status SLA untuk pesan tersebut.
sortedDate	Digunakan untuk menunjukkan tanggal dan waktu dalam urutan yang telah diatur (sorted) sesuai dengan kriteria tertentu (dalam format epoch time).
respondedStr	Field untuk menyimpan ketika pelanggan telah merespons atau belum.
numOfAttachment	Menunjukkan berapa banyak attachment yang terdapat dari pesan tersebut.
allowCloseTelephonyTicket	Digunakan untuk mengecek apakah tiket telephony sudah dapat ditutup atau tidak.
formattedDate	Menampilkan tanggal pesan masuk ke dalam dashboard.
prettyDate	Merupakan hasil convert dari field createdDate menggunakan format dd-MM-yyyy HH:mm
friendlyName	Field ini menyesuaikan dengan answer field. Apabila false berarti menunjukkan nama customer, sedangkan apabila true akan menampilkan nama channel.
mandatoryFormExisted	Field ini digunakan untuk mengecek apakah terdapat mandatory form dari tag pada tiket tersebut.
mapFormTags	Digunakan untuk memetakan data tagging ke dalam bentuk yang lebih terstruktur atau mudah diakses.
callVariableObject	Digunakan untuk memetakan data dari variabel call ke dalam bentuk yang lebih terstruktur atau mudah diakses.
ccList	Digunakan untuk menampung daftar cc pada email.
textMessage	Sama seperti field message. Untuk menyimpan setiap bubble message.

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” }