Ticket API
Get Ticket by Ticket Number
GET /graph/tickets/data/{ticketNumber}
API ini disediakan oleh 3Dolphins untuk menampilkan informasi yang terdapat pada nomor tiket tertentu.
Headers
Content-Type
application/json
Authorization
Bearer <token>
Query Parameters
ticketNumber
string
This field contains a unique identifier for every ticket generated in 3Dolphins.
Response
This is explanation about component body response field:
id
This field provides a unique identifier for each indexed document in the database.
owner
It is a unique identifier for the data access control holder in the application, usually populated using the system Id.
createdDate
Indicates the date when the ticket was created.
createdby
Indicates the identifier of ticket creator, usually filled in by the system Id.
modifiedDate
To determine the last time update of the ticket data.
modifiedBy
To show the identifier of the person who made changes to the data.
accountId
It is a unique Id for every user who sent the message to the dashboard. Each channel having a different identifier.
accountName
Indicates the customer who sent the message, or it may include the channel Id when the answer field is set to "true."
accountScreen
This field displays the customer's name shown on the ticket ( it can be either the customer's username or phone number depending on the channel).
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
This field filled with the identifier of the agent responsible that handling the ticket.
assignedDate
It represent when the ticket was assigned to the agent.
assignDateText
It is the result of interpreting the "assignedDate" field into date format.
assignDuration
Indicates the duration the ticket remained in the assigned status (in seconds)
greetingStatus
This field is used to indicate whether the ticket has received an auto greeting.
callVariable
This field is used to store variables in telephony tickets.
channel
It is a unique number for each successfully created channel.
channelKey
This field combines the message id and live chat channel key.
channelType
Indicates the type of channel where that message being created.
contactId
It is unique identifier for every customer that engage through the 3Dolphins channel.
conferenceParticipant
This field collects details about each participant conference, such as name, role, presence status, and device used.
createdDateText
It is the result of interpreting the "createdDate" field into date format.
ignoreMaxAssignment
This field determines whether the ticket refers to the agent bucket or not.
fromGroup
This field is filled when the ticket is transferred from another group.
group
This field shows the group of agents currently serving the ticket.
incoming
This field indicates whether the message is sent by the customer or the agent. If the value is true, the message was sent by the customer.
message
This field is used to store each bubble message.
messageId
It provides each bubble messages sent by customer with a unique identifier.
notified
This field shows whether the agent has viewed the latest activity on the ticket
openDate
Indicates when the ticket was opened by the agent.
openDuration
Indicates the duration the ticket has been in the open status.
parent
Indicates the message as the parent message or the message sent afterwards. The message is parent message if has value 1.
priority
Indicates if the ticket is set as a priority ticket.
redistribute
It used to indicate which agent currently holds the active ticket. Example: If Ticket A is transferred from Agent A to Agent B, then Agent A will have the 'redistribute' value set to 'True', while Agent B will have it set to 'False', meaning the active ticket is currently held by Agent B.
severity
Indicates the severity level for the ticket. The severity typically will be different for each ticket.
responseTime
This field is used to calculate the duration it takes for the agent to respond to the customer's last message (in seconds).
ruleId
It specifies the identifier of the rule where the ticket assigned.
status
Indicates the ticket’s status, which may be unassigned, assigned, open, pending, or closed.
timelineStatus
This field is used to display status ticket of every ownership in Customer 360.
subject
It is the first message sent by the customer. For the email channel will contain the subject of the email.
supervisor
It represents the supervisor id to the ticket being handled by the agent.
ticketNumber
Indicates that each ticket created on the dashboard has its own unique number.
unassignedDate
This field shows when the ticket was queueing before handled to the agent.
unassignedDateText
It is the result of interpreting the "unassignedDate" field into date format.
unassignedDuration
It the duration when ticket still on the queue before the ticket was assigned to an agent.
ticketTags
This field holds the classifier associated with the ticket
transaction_id
This field is useful for acknowledging that the message sent from the live chat channel has been processed on the system. Typically used as an identifier to track messages that have been successfully sent, failed to send, or read on the live chat side.
markRead
This field to mark messages from WhatsApp channels whether it have been read or not.
collection
Indicates which collection this ticket belongs to.
responded
This field indicates whether the customer has responded to the agent's message.
slaSetting
Indicates the type of SLA used for this ticket.
agentResponseRate
It shows the percentage of whether agents responded to messages sent by customers.
billable
Indicates whether this message is billable and will be charged by Meta.
formTags
It stores the form data when tagging added contains mandatory form tags feature.
taskProgress
This field shows the task progress for the ticket
firstResponseDuration
It shows duration when the agent first replied customer's ticket.
Contact
channelName
It shows the channel name in which the ticket was created.
agentName
This field indicates the agent responsible for this ticket.
rawTextMessage
This field accommodates the entire message without formatting to limit the maximum character count.
ticketAnswer
It shows flagging for every incoming message into the system (same as the answer field). But if the ticket is a telephony ticket, this field will be the same as the outgoing call field.
renderActivity
This used to display styling of the timeline tab on the customer 360.
internalCallRecipient
Field used only on telephony tickets. To find out whether the ticket is connected to another user when call process is encountered.
selected
Indicate whether the ticket has been marked on the UI.
unMerge
This field indicates whether the ticket merger has been canceled.
disableRelatedTicket
This parameter is used in tasks to indicate if the ticket can only be accessible by those who are responsible for the task.
renderTicketNumber
This field used for showing ticket numbers on the ticket list.
ableToReply
This field is used to determine whether the ticket was answered by an authorized agent.
unreadMessages
This field records the number of unread messages.
countTaskNotStarted
To indicate how many tasks from the ticket are still in the "not started" phase.
countTaskOngoing
To indicate how many tasks from the ticket are still in the "on going" phase.
countTaskOverdue
To indicate how many tasks from the ticket are still in the "overdue" phase.
countTaskDone
To indicate how many tasks from the ticket are still in the "done" phase.
prettyUnassignedDate
It shows the timestamp when the incoming message became an unassigned ticket.
prettyLastReplyDate
It shows the date when the agent last reply to the customer's message.
createdDateRelatedTicketReportFormat
This field to support when download a report. It will provide the created date when generated file.
prettyDateTimeline
It is the result of interpreting the dateTimeline field into date format.
dateTimeline
This field records time when the ownership tickets exchange.
statusStyle
This field displays the styling status appears in the ticket.
severityStyle
This field to displays the ticket's style severity.
slaStyle
This field displays the styling of the SLA provided in the ticket.
attachmentExist
Indicates if there are any attachments in the message.
conferenceParticipantObject
This field collects details about each participant conference, such as name, role, presence status, and device used.
callParticipantObject
This field collects details about each participant call, such as name, role, presence status, and device used.
displayConferenceParticipant
This field displays the names of conference attendees if the conferenceParticipantObject field is exist.
cleanUpMessage
This field is identical to the message field that stores each message.
cleanUpSubject
This field use to cleaning up subjects that come from input customer.
emailRecipient
This field to recorded email recipients.
ccListFormated
Only use on the email channel. This field to store list cc participant on the email messages. Ex: 1@gmail.com, 2@gmail.com
ccListFormattedCut
Only use on the email channel. This field to store list cc participant with prettier formatted. Ex: 1@gmail.com and 2 others
bccList
This field to store the bcc list in an email.
bccListFormatted
Only use on the email channel. This field to store list bcc participant on the email messages.
slaStatusText
This field use to display status SLA for the message.
sortedDate
To display dates and times in sorted order based on specific criteria (using format epoch time).
respondedStr
Field to store whether or not the consumer has replied.
numOfAttachment
Indicates how many attachments are contained in the message.
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.
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}
This API is provided by 3Dolphins to display customer conversation history based on channel and socialId.
Headers
Content-Type
application/json
Authorization
Bearer <token>
Query Parameters
channel
string
This unique number is generated when a channel is successfully created in our application.
socialId
string
An identifier is provided to each customer who interacts with any channel of 3Dolphins. Example: Rois saputra is customer who interacts with agents through the whatsapp and live chat channels, resulting in having a distinct socialId for him.
startDate
date
If needed to filter the conversation history starting from the date you enter in this field, use the format yyyy-MM-dd
endDate
date
"If needed to filter the conversation history up to the date you enter in this field, use the format yyyy-MM-dd."
Request Example
Response
This is explanation about component body response field:
id
This field provides a unique identifier for each indexed document in the database.
owner
It is a unique identifier for the data access control holder in the application, usually populated using the system Id.
createdDate
Indicates the date when the message was created.
createdby
Indicates the identifier of message creator, usually filled in by the system Id.
modifiedDate
To determine the last time update of the message data.
modifiedBy
To show the identifier of the person who made changes to the data.
accountId
It is a unique Id for every user who sent the message to the dashboard. Each channel having a different identifier.
accountName
Indicates the customer who sent the message, or it may include the channel Id when the answer field is set to "true."
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.
channel
It is a unique number for each successfully created channel.
channelKey
This field combines the message id and live chat channel key.
channelType
Indicates the type of channel where that message being created.
createdDateText
It is the result of interpreting the createdDate field into date format.
message
This field is used to store each bubble message.
messageId
It provides each bubble messages with a unique identifier.
parent
Indicates the message as the parent message or the message sent afterwards. The message is parent message if has value 1.
severity
Indicates the severity level of the ticket in which the message was sent. The severity that is set typically only set on the parent message.
replyAgent
Indicates who replied to this message. If a bot responds to the message, "Bot" will make the filled value. But, the agent Id will shown if your agent answers the message. If using automation running will displays "ticket-automation.".
subject
It is the first message sent by the customer. For the email channel will contain the subject of the email.
ticketNumber
Indicates that each ticket created on the dashboard has its own unique number.
transaction_id
This field is useful for acknowledging that the message sent from the live chat channel has been processed on the system. Typically used as an identifier to track messages that have been successfully sent, failed to send, or read on the live chat side.
markRead
This field to mark messages from WhatsApp channels whether it have been read or not.
collection
Indicates which collection this message belongs to.
billable
Indicates whether this message is billable and will be charged by Meta.
rawTextMessage
This field accommodates the entire message without formatting to limit the maximum character count.
ticketAnswer
It shows flagging for every incoming message into the system (same as the answer field). But if the ticket is a telephony ticket, this field will be the same as the outgoing call field.
renderActivity
This used to display styling of the timeline tab on the customer 360.
internalCallRecipient
Field used only on telephony tickets. To find out whether the ticket is connected to another user when call process is encountered.
selected
Indicate whether the ticket has been marked on the UI.
unMerge
This field indicates whether the ticket merger has been canceled.
disableRelatedTicket
This parameter is used in tasks to indicate if the ticket can only be accessible by those who are responsible for the task.
renderTicketNumber
This field used for showing ticket numbers on the ticket list.
ableToReply
This field is used to determine whether the ticket was answered by an authorized agent.
unreadMessages
This field records the number of unread messages.
countTaskNotStarted
To indicate how many tasks from the ticket are still in the "not started" phase.
countTaskOngoing
To indicate how many tasks from the ticket are still in the "on going" phase.
countTaskOverdue
To indicate how many tasks from the ticket are still in the "overdue" phase.
countTaskDone
To indicate how many tasks from the ticket are still in the "done" phase.
prettyUnassignedDate
It shows the date when the incoming message became an unassigned ticket.
prettyLastReplyDate
It shows the date when the agent last reply to the customer's message.
createdDateRelatedTicketReportFormat
This field to support when download a report. It will provide the created date when generated file.
prettyDateTimeline
It is the result of interpreting the dateTimeline field into date format.
dateTimeline
This field records the ownership exchange for tickets.
statusStyle
This field displays the styling status appears in the ticket.
severityStyle
This field to displays the ticket's style severity.
slaStyle
This field displays the styling of the SLA provided in the ticket.
attachmentExist
Indicates if there are any attachments in the message.
conferenceParticipantObject
This field collects details about each participant conference, such as name, role, presence status, and device used.
callParticipantObject
This field collects details about each participant call, such as name, role, presence status, and device used.
displayConferenceParticipant
This field displays the names of conference attendees if the conferenceParticipantObject field is exist.
cleanUpMessage
This field is identical to the message field that stores each message.
cleanUpSubject
This field use to cleaning up subjects that come from input customer.
emailRecipient
This field to recorded email recipients.
ccListFormated
Only use on the email channel. This field to store list cc participant on the email messages. Ex: 1@gmail.com, 2@gmail.com
ccListFormattedCut
Only use on the email channel. This field to store list cc participant with prettier formatted. Ex: 1@gmail.com and 2 others
bccList
This field to store the bcc list in an email.
bccListFormatted
Only use on the email channel. This field to store list bcc participant on the email messages.
overReplySla
This field stores if the message response exceeds the specified SLA.
slaStatusText
This field use to display status SLA for the message.
sortedDate
To display dates and times in sorted order based on specific criteria (using format epoch time).
respondedStr
Field to store whether or not the consumer has replied.
numOfAttachment
Indicates how many attachments are contained in the message.
allowCloseTelephonyTicket
This field to determine if the telephony ticket already can be closed or not.
formattedDate
It shows the date of incoming messages entered to the dashboard.
prettyDate
is the result of interpreting the createdDate field into format dd-MM-yyyy HH:mm
friendlyName
This field according to the answer field. It will display the channel name if it is true, and the customer name if it is false.
mandatoryFormExisted
This field to verifies the presence of any required mandatory form from tags on the ticket
mapFormTags
This field to organizes data from tags into a structured and accessible format.
callVariableObject
This field to organize from call variable into a structure and accessible format
ccList
This used to store the cc list on an email.
textMessage
Same as message field. To store each 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 [genaratedToken]
Body
Status
200
Response
{ “severity”: “Medium”, “internalCallRecipient”: false, “selected”: false, “unreadMessages”: 0, “statusStyle”: “”, “prettyDate”: “”, “friendlyName”: “”, “ccList”: [], “overReplySla”: false, “prettyDateTimeline”: “”, “severityStyle”: “severity-medium”, “slaStyle”: “ticket-ongoing-sla”, “attachmentExist”: false, “conferenceParticipantObject”: [], “callParticipantObject”: [], “callVariableObject”: [], “displayConferenceParticipant”: false, “emailRecipient”: “”, “ccListFormatted”: “”, “slaStatusText”: “Ongoing” }
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