Additional details about this Ticket.
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",
"cardsPath": "Main/Name/Subject/open ticket",
"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 Ticket opened on the mobile? This value is valid only for chat tickets. |