Additional details about this TicketTicket - Tickets are the means through which your end users (customers) communicate with agents on Glassix. Tickets can originate from a number of channels, including email, chat, SMS, Facebook messenger, or the API..
You can set the details object either when creating a ticket or when updating an existing ticket.

{
  "userAgent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/72.0.3626.109 Safari/537.36",
  "iPAddress": "144.31.95.46",
  "location": "Kansas City, MO, USA",
  "source": {
    "title": "My Landing Page",
    "uri": "https://www.example.com/landing-page"
  },
  "externalLink": "https://na6.salesforce.com/sserv/casedetail.jsp?id=37946499377",
  "identityTokenClaims": {
    "myCustomClaim1": "9030087829",
    "myCustomClaim2": "6718408204"
  },
  "referral": {
    "utmParameters": {
      "utm_source": "google",
      "utm_medium": "cpc",
      "utm_campaign": "spring_sale",
      "utm_content": "running+shoes",
      "utm_term": "logolink"
    },
    "adId": "",
    "adTitle": "",
    "productId": "",
    "refData": "",
    "fbPostId": ""
  }
}

Parameter

Type

Description

userAgent

string

The user agent of the customer.

iPAddress

string

The IP of the customer.

location

string

City, State, Country etc.

source

object

The source from which this ticket was opened. Can be a website address, a Facebook page, etc.

title

string

A part of source.

uri

string

A part of source.

externalLink

string

Link to the CRM ticket or another link you want the agent to see with the ticket details

identityTokenClaims

object

myCustomClaim1

string

A part of identityTokenClaims.

myCustomClaim

string

A part of identityTokenClaims.

referral

object

utmParameters

object

A Part of referral.
UTM parameters are just short pieces of code (starts with utm_) you can add to links. They include information about the link’s placement and purpose, making it easier to track clicks and traffic.

utm_source

string

A part of utmParameters.

utm_medium

string

A pert of utmParameters.

utm_campaign

string

A part of utmParameters.

utm_content

string

A part of utmParameters.

utm_term

string

A part of utmParameters

adId

string

A part of referral.
Facebook ad/Instagram ad id that this ticket originated from.

adTitle

string

A part of referral.
Facebook ad/Instagram ad title that this ticket originated from

productId

string

A part of referral.
Product ID from the Ad the user is interested in

refData

string

A part of referral.
Data passed as a query string to messenger links. http:// m.me/<PAGE_NAME>?ref=<REF_PARAM>
https://developers.facebook.com/docs/messenger-platform/discovery/m-me-links

fbPostId

string

A part of referral.
The fb post id of the ad.

isMobile

boolean

Was this TicketTicket - Tickets are the means through which your end users (customers) communicate with agents on Glassix. Tickets can originate from a number of channels, including email, chat, SMS, Facebook messenger, or the API. opened on the mobile? This value is valid only for chat tickets.