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": "",
  "location": "Kansas City, MO, USA",
  "cardsPath": "Main/Name/Subject/open ticket",
  "source": {
    "title": "My Landing Page",
    "uri": ""
  "externalLink": "",
  "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": ""
userAgentstringThe user agent of the customer.
iPAddressstringThe IP of the customer.
locationstringCity, State, Country etc.
sourceobjectThe source from which this ticket was opened. Can be a website address, a Facebook page, etc.
titlestringA part of source.
uristringA part of source.
externalLinkstringLink to the CRM ticket or another link you want the agent to see with the ticket details
myCustomClaim1stringA part of identityTokenClaims.
myCustomClaimstringA part of identityTokenClaims.
utmParametersobjectA 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_sourcestringA part of utmParameters.
utm_mediumstringA pert of utmParameters.
utm_campaignstringA part of utmParameters.
utm_contentstringA part of utmParameters.
utm_termstringA part of utmParameters
adIdstringA part of referral.
Facebook ad/Instagram ad id that this ticket originated from.
adTitlestringA part of referral.
Facebook ad/Instagram ad title that this ticket originated from
productIdstringA part of referral.
Product ID from the Ad the user is interested in
refDatastringA part of referral.
Data passed as a query string to messenger links. http://<PAGE_NAME>?ref=<REF_PARAM>
fbPostIdstringA part of referral.
The fb post id of the ad.
isMobilebooleanWas this Ticket opened on the mobile? This value is valid only for chat tickets.