Tickets are the means through which your end-users (customers) communicate with agents on Glassix.

Each ticket consists of all the messages sent between all ParticipantParticipant - A participant is someone who belongs to a specific Ticket. Each ticket has at least 2 participants, who can be either an agent or a customer.s.
Tickets can originate from several channels, including email, chat, SMS, Facebook messenger, or the API.

{
  "id": 13783,
  "departmentId": "824b4850-b24c-45ed-8d41-c740ad2618bf",
  "field1": "Tuscany vacation",
  "field2": "3909  Saint James Drive, Chambersburg",
  "field3": "",
  "field4": "",
  "culture": "en-US",
  "tags": [
    "Vacation"
  ],
  "owner": {
    "id": "648370ad-8c0a-4809-8373-d914f2bfbc36",
    "gender": "Male",
    "UserName": "[email protected]",
    "culture": "en-US",
    "isAnonymous": false,
    "uniqueArgument": "",
    "type": "AGENT"
  },
  "state": "Open",
  "open": "2018-11-26T19:42:53.15",
  "close": "0001-01-01T00:00:00",
  "uniqueArgument": "",
  "primaryProtocolType": "Web",
  "details": {
    "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": "",
      "uri": ""
    },
    "referral": {
      "utmParameters": {
        "utm_source": "facebook",
        "utm_medium": "banner",
        "utm_campaign": "product launch",
        "utm_content": "bottom button",
        "utm_term": "textlink"
      },
      "adId": "",
      "adTitle": "",
      "productId": "",
      "refData": "",
      "fbPostId": ""
    }
  },
  "participants": [
    {
      "id": 1,
      "name": "Jack Bower",
      "displayName": "",
      "protocolType": "Web",
      "subProtocolType": "Undefined",
      "isActive": true,
      "isDeleted": false,
      "identifier": "",
      "type": "Client",
      "userName": ""
    },
    {
      "id": 2,
      "name": "John Wick",
      "displayName": "John",
      "protocolType": "Web",
      "subProtocolType": "Undefined",
      "isActive": true,
      "isDeleted": false,
      "identifier": "648370ad-8c0a-4809-8373-d914f2bfbc36",
      "type": "User",
      "userName": "[email protected]"
    }
  ],
  "transactions": [
    {
      "guidTransactionId": "b2979cc0-82a6-47e1-9cc1-ec71220648d8",
      "dateTime": "2018-11-26T19:44:30",
      "fromProtocolType": "Web",
      "type": "Message",
      "text": "Hi Jack,\nIm sorry, but currently we dont have anything in Italy.",
      "html": "<head></head><body><p>Hi Jack,</p><p>I'm sorry, but currently we don't have anything in Italy.</p></body>",
      "status": "Delivered",
      "fromParticipant": {
        "id": 3,
        "name": "John Wick",
        "displayName": "John",
        "protocolType": "Web",
        "subProtocolType": "Undefined",
        "isActive": true,
        "isDeleted": false,
        "identifier": "d27d25e9-jfc2-461e-13bf-36180a61cd0e",
        "type": "User"
      },
      "attachments": []
    },
    {
      "guidTransactionId": "0f6daf80-6dd8-4c9d-8c2b-2eef8129236f",
      "dateTime": "2018-11-26T19:42:54",
      "fromProtocolType": "Web",
      "type": "Message",
      "text": "Hi,\nI'm look for a vacation package in Tuscany.",
      "html": "",
      "status": "Read",
      "fromParticipant": {
        "id": 1,
        "name": "Jack Bower",
        "displayName": "",
        "protocolType": "Web",
        "subProtocolType": "Undefined",
        "isActive": true,
        "isDeleted": false,
        "identifier": "",
        "type": "Client"
      },
      "attachments": []
    },
    {
      "guidTransactionId": "26cbf03f-9b8f-47da-a214-8e3977903823",
      "dateTime": "2018-11-26T19:42:53",
      "fromProtocolType": "Web",
      "type": "IntroductionMessage",
      "text": "Hello! How may we assist you today?",
      "html": "",
      "status": "Read",
      "fromParticipant": {
        "id": 2,
        "name": "John Wick",
        "displayName": "John",
        "protocolType": "Web",
        "subProtocolType": "Undefined",
        "isActive": false,
        "isDeleted": false,
        "identifier": "d27d25e9-jfc2-461e-13bf-36180a61cd0e",
        "type": "User"
      },
      "attachments": []
    },
    {
      "guidTransactionId": "0932b960-c423-48e8-b914-d74daef6a309",
      "dateTime": "2018-11-26T19:42:53",
      "fromProtocolType": "Undefined",
      "type": "TicketOpened",
      "text": "",
      "html": "",
      "status": "Read",
      "fromParticipant": {
        "id": 0,
        "name": "",
        "displayName": null,
        "protocolType": "Undefined",
        "subProtocolType": "Undefined",
        "isActive": true,
        "isDeleted": false,
        "identifier": "00000000-0000-0000-0000-000000000000",
        "type": "System"
      },
      "attachments": []
    }
  ],
  "dynamicParameters": [
    {
      "id": "787cb557-cf6f-4c3c-bc73-711096769c4c",
      "flowId": "5b09d05db-7e0c-472b-a3aa-5b91f9be826c",
      "name": "userId",
      "value": 3,
      "type": "Number",
      "creationDatetime": "2021-12-19T05:12:11Z"
    }
  ]
}