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 Participants.
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",
  "field2": "",
  "field3": "",
  "field4": "",
  "field5": "",
  "field6": "",
  "field7": "",
  "field8": "",
  "field9": "",
  "field10": "",
  "culture": "en-US",
  "ticketType": "Regular",
  "tags": [
    "Vacation"
  ],
  "owner": {
    "id": "648370ad-8c0a-4809-8373-d914f2bfbc36",
    "gender": "Male",
    "UserName": "[email protected]",
    "culture": "en-US",
    "isAnonymous": false,
    "uniqueArgument": "",
    "type": "AGENT"
  },
    "state": "Closed",
    "open": "2023-05-08T06:46:05Z",
    "close": "2023-05-08T07:01:56Z",
    "lastActivity": "2023-05-08T07:01:56Z",
  "uniqueArgument": "",
  "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",
    "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": null,
      "adId": "",
      "adTitle": "",
      "refData": "",
      "productId": "",
      "fbPostId": "",
      "instagramStoryId": "",
      "instagramStoryMediaUrl": null,
      "appleIntentId": "",
      "appleGroupId": "",
      "twitterRootTweetId": ""
    }
  },
    "primaryProtocolType": "Web",
    "movedToTicketId": 0,
    "movedToDepartmentId": "00000000-0000-0000-0000-000000000000",
    "movedFromTicketId": 0,
    "movedFromDepartmentId": "00000000-0000-0000-0000-000000000000",
    "firstCustomerMessageDateTime": "2023-05-08T06:46:09Z",
    "firstAgentMessageDateTime": "2023-05-08T07:01:55Z",
    "firstAgentMessageUserId": "aca76a89-8950-4424-b727-2f277c24a891",
    "lastCustomerMessageDateTime": "2023-05-08T06:47:05Z",
    "queueTimeGross": "00:02:40",
    "queueTimeNet": "00:02:40",
    "firstAgentResponseTimeGross": "00:14:49",
    "firstAgentResponseTimeNet": "00:14:50",
    "agentAssignToResponseTimeGross": "00:12:10",
    "agentAssignToResponseTimeNet": "00:12:10",
    "firstAgentAllocationTimestamp": "2023-05-08T06:49:45Z",
    "lastAgentAllocationTimestamp": "2023-05-08T06:49:45Z",
    "agentMediaCount": 0,
    "customerMediaCount": 0,
    "agentMessagesCount": 1,
    "customerMessagesCount": 4,
    "durationNet": "00:15:51",
    "durationGross": "00:15:51",
    "agentResponseAverageTimeNet": "00:00:00",
    "agentCannedRepliesCount": 0,
    "botConversationId": "cf08810e-9a28-4bc3-a966-b3bc75b5bbf0",
    "isIncoming": true,
  "participants": [
    {
        "id": 1,
        "name": "Jack Bower",
        "type": "Client",
        "identifier": "1e51683b-081c-49a4-91d5-3f8633270d18",
        "departmentIdentifier": "qxIYxnWSTV8oO3pmr91s",
        "displayName": "",
        "protocolType": "Web",
        "subProtocolType": "Undefined",
        "isActive": true,
        "isDeleted": false,
        "contactId": "8cdc8a21-f14e-4e5c-901f-2eb810671cce",
        "userName":  ""
    },
        {
        "id": 2,
        "name": "BOT",
        "type": "User",
        "identifier": "a7648213-7e90-4e16-ac4f-a20b8d733cbd",
        "departmentIdentifier": "",
        "displayName": "BOT",
        "protocolType": "Web",
        "subProtocolType": "Undefined",
        "isActive": false,
        "isDeleted": false,
        "contactId": "00000000-0000-0000-0000-000000000000",
        "userName": "[email protected]"
    },
    {
        "id": 3,
        "name": "Unassigned Tickets",
        "type": "User",
        "identifier": "00000000-0000-0000-0000-000000000000",
        "departmentIdentifier": "",
        "displayName": "",
        "protocolType": "Web",
        "subProtocolType": "Undefined",
        "isActive": true,
        "isDeleted": false,
        "contactId": "00000000-0000-0000-0000-000000000000",
        "userName": ""
    },
  {
    "id": 4,
    "name": "John Wick",
      "type": "User",
      "identifier": "aca76a89-8950-4424-b727-2f277c24a891",
      "departmentIdentifier": "",
      "displayName": "John",
      "protocolType": "Web",
      "subProtocolType": "Undefined",
      "isActive": true,
      "isDeleted": false,
      "contactId": "00000000-0000-0000-0000-000000000000",
      "userName": "[email protected]"
    }
  ],
  "transactions": [
{
        "guidTransactionId": "e2bace32-5cac-450d-9efa-f0ea05dee33b",
        "id": 1057139,
        "dateTime": "2023-05-08T06:46:05Z",
        "fromProtocolType": "Undefined",
        "type": "TicketOpened",
        "text": "",
        "html": "",
        "status": "Pending",
        "fromParticipant": {
            "id": 0,
            "name": "",
            "type": "System",
            "identifier": "00000000-0000-0000-0000-000000000000",
            "departmentIdentifier": "",
            "displayName": null,
            "protocolType": "Undefined",
            "subProtocolType": "Undefined",
            "isActive": true,
            "isDeleted": false,
            "contactId": "00000000-0000-0000-0000-000000000000",
            "userName": null
        },
        "attachments": [],
        "payload": null
    },
    {
        "guidTransactionId": "b7cce8f2-f8fe-4a81-ac94-fd4d0fd8a9c5",
        "id": 1057140,
        "dateTime": "2023-05-08T06:46:06Z",
        "fromProtocolType": "Web",
        "type": "Message",
        "text": "",
        "html": "",
        "status": "Read",
        "fromParticipant": {
            "id": 2,
            "name": "BOT",
            "type": "User",
            "identifier": "a7648213-7e90-4e16-ac4f-a20b8d733cbd",
            "departmentIdentifier": "",
            "displayName": "BOT",
            "protocolType": "Web",
            "subProtocolType": "Undefined",
            "isActive": false,
            "isDeleted": false,
            "contactId": "00000000-0000-0000-0000-000000000000",
            "userName": "[email protected]"
        },
        "attachments": [],
        "payload": {
            "templates": [
                {
                    "title": "Welcome",
                    "titleHtml": "",
                    "subtitle": "How can we assist you?",
                    "subtitleHtml": "<head></head><body><p>How can we assist you?</p></body>",
                    "coverImageHeight": 0,
                    "coverImageWidth": 0,
                    "buttons": [
                        {
                            "title": "Book a vacation",
                            "type": "text"
                        },
                        {
                            "title": "Update booking",
                            "type": "text"
                        },
                        {
                            "title": "Cancel booking",
                            "type": "text"
                        }
                    ]
                }
            ],
            "quickReplies": [],
            "enableFreeTextInput": false
        }
    },
    {
        "guidTransactionId": "d68e2437-42a2-4e9f-bb09-0ce444bb9d80",
        "id": 1057141,
        "dateTime": "2023-05-08T06:46:09Z",
        "fromProtocolType": "Web",
        "type": "Message",
        "text": "Book a vacation",
        "html": "",
        "status": "Pending",
        "fromParticipant": {
            "id": 1,
            "name": "Jack Bower",
            "type": "Client",
            "identifier": "1e51683b-081c-49a4-91d5-3f8633270d18",
            "departmentIdentifier": "qxIYxnWSTV8oO3pmr91s",
            "displayName": "",
            "protocolType": "Web",
            "subProtocolType": "Undefined",
            "isActive": true,
            "isDeleted": false,
            "contactId": "8cdc8a21-f14e-4e5c-901f-2eb810671cce",
            "userName": ""
        },
        "attachments": [],
        "payload": null
    },
    {
        "guidTransactionId": "02c20959-4d13-4b8f-b896-888a66694e36",
        "id": 1057142,
        "dateTime": "2023-05-08T06:46:09Z",
        "fromProtocolType": "Web",
        "type": "Message",
        "text": "To where are you looking to travel?",
        "html": "<head></head><body><p>To where are you looking to travel?</p></body>",
        "status": "Read",
        "fromParticipant": {
            "id": 2,
            "name": "BOT",
            "type": "User",
            "identifier": "a7648213-7e90-4e16-ac4f-a20b8d733cbd",
            "departmentIdentifier": "",
            "displayName": "BOT",
            "protocolType": "Web",
            "subProtocolType": "Undefined",
            "isActive": false,
            "isDeleted": false,
            "contactId": "00000000-0000-0000-0000-000000000000",
            "userName": "[email protected]"
        },
        "attachments": [],
        "payload": null
    },
    {
        "guidTransactionId": "8f91a1f8-7325-492f-8012-50f17d04c748",
        "id": 1057143,
        "dateTime": "2023-05-08T06:46:28Z",
        "fromProtocolType": "Web",
        "type": "Message",
        "text": "Tuscany",
        "html": "",
        "status": "Pending",
        "fromParticipant": {
            "id": 1,
            "name": "Jack Bower",
            "type": "Client",
            "identifier": "1e51683b-081c-49a4-91d5-3f8633270d18",
            "departmentIdentifier": "qxIYxnWSTV8oO3pmr91s",
            "displayName": "",
            "protocolType": "Web",
            "subProtocolType": "Undefined",
            "isActive": true,
            "isDeleted": false,
            "contactId": "8cdc8a21-f14e-4e5c-901f-2eb810671cce",
            "userName": ""
        },
        "attachments": [],
        "payload": null
    },
    {
        "guidTransactionId": "4ec5d0f5-15db-4e1c-894a-1bfc5e0d70f6",
        "id": 1057144,
        "dateTime": "2023-05-08T06:46:28Z",
        "fromProtocolType": "Web",
        "type": "Message",
        "text": "Please input your name",
        "html": "<head></head><body><p>Please input your name</p></body>",
        "status": "Read",
        "fromParticipant": {
            "id": 2,
            "name": "BOT",
            "type": "User",
            "identifier": "a7648213-7e90-4e16-ac4f-a20b8d733cbd",
            "departmentIdentifier": "",
            "displayName": "BOT",
            "protocolType": "Web",
            "subProtocolType": "Undefined",
            "isActive": false,
            "isDeleted": false,
            "contactId": "00000000-0000-0000-0000-000000000000",
            "userName": "[email protected]"
        },
        "attachments": [],
        "payload": null
    },
    {
        "guidTransactionId": "f88a4741-5aae-4e9c-bdcb-feec9716db26",
        "id": 1057145,
        "dateTime": "2023-05-08T06:46:50Z",
        "fromProtocolType": "Web",
        "type": "Message",
        "text": "Jack Bower",
        "html": "",
        "status": "Pending",
        "fromParticipant": {
            "id": 1,
            "name": "Jack Bower",
            "type": "Client",
            "identifier": "1e51683b-081c-49a4-91d5-3f8633270d18",
            "departmentIdentifier": "qxIYxnWSTV8oO3pmr91s",
            "displayName": "",
            "protocolType": "Web",
            "subProtocolType": "Undefined",
            "isActive": true,
            "isDeleted": false,
            "contactId": "8cdc8a21-f14e-4e5c-901f-2eb810671cce",
            "userName": ""
        },
        "attachments": [],
        "payload": null
    },
    {
        "guidTransactionId": "75fc2d15-9e49-457a-8b37-0acfc3dac51c",
        "id": 1057146,
        "dateTime": "2023-05-08T06:46:50Z",
        "fromProtocolType": "Web",
        "type": "Message",
        "text": "Please input your email address",
        "html": "<head></head><body><p>Please input your email address</p></body>",
        "status": "Read",
        "fromParticipant": {
            "id": 2,
            "name": "BOT",
            "type": "User",
            "identifier": "a7648213-7e90-4e16-ac4f-a20b8d733cbd",
            "departmentIdentifier": "",
            "displayName": "BOT",
            "protocolType": "Web",
            "subProtocolType": "Undefined",
            "isActive": false,
            "isDeleted": false,
            "contactId": "00000000-0000-0000-0000-000000000000",
            "userName": "[email protected]"
        },
        "attachments": [],
        "payload": null
    },
    {
        "guidTransactionId": "94a873e1-87f8-48b4-8a0c-0289200681e2",
        "id": 1057147,
        "dateTime": "2023-05-08T06:47:05Z",
        "fromProtocolType": "Web",
        "type": "Message",
        "text": "[email protected]",
        "html": "",
        "status": "Pending",
        "fromParticipant": {
            "id": 1,
            "name": "Jack Bower",
            "type": "Client",
            "identifier": "1e51683b-081c-49a4-91d5-3f8633270d18",
            "departmentIdentifier": "qxIYxnWSTV8oO3pmr91s",
            "displayName": "",
            "protocolType": "Web",
            "subProtocolType": "Undefined",
            "isActive": true,
            "isDeleted": false,
            "contactId": "8cdc8a21-f14e-4e5c-901f-2eb810671cce",
            "userName": ""
        },
        "attachments": [],
        "payload": null
    },
    {
        "guidTransactionId": "d900eb9b-2ad4-4ed4-be0a-5ac006e5c207",
        "id": 1057148,
        "dateTime": "2023-05-08T06:47:05Z",
        "fromProtocolType": "Web",
        "type": "Message",
        "text": "Thank you for your query. A human agent will be with you shortly.",
        "html": "<head></head><body><p>Thank you for your query. A human agent will be with you shortly.</p></body>",
        "status": "Read",
        "fromParticipant": {
            "id": 2,
            "name": "BOT",
            "type": "User",
            "identifier": "a7648213-7e90-4e16-ac4f-a20b8d733cbd",
            "departmentIdentifier": "",
            "displayName": "BOT",
            "protocolType": "Web",
            "subProtocolType": "Undefined",
            "isActive": false,
            "isDeleted": false,
            "contactId": "00000000-0000-0000-0000-000000000000",
            "userName": "[email protected]"
        },
        "attachments": [],
        "payload": null
    },
    {
        "guidTransactionId": "2ad2d216-a159-4bda-8f25-bf7275aa622a",
        "id": 1057149,
        "dateTime": "2023-05-08T06:47:05Z",
        "fromProtocolType": "Undefined",
        "type": "TicketReAssigned",
        "text": "{\"byUserId\":\"a7648213-7e90-4e16-ac4f-a20b8d733cbd\",\"byUserName\":\"[email protected]\",\"byUserShortName\":\"BOT\",\"byUserFullName\":\"BOT\",\"toUserId\":\"00000000-0000-0000-0000-000000000000\",\"toUserName\":\"\",\"toUserShortName\":\"\",\"toUserFullName\":\"Unassigned Tickets\"}",
        "html": "",
        "status": "Read",
        "fromParticipant": {
            "id": 0,
            "name": "",
            "type": "System",
            "identifier": "00000000-0000-0000-0000-000000000000",
            "departmentIdentifier": "",
            "displayName": null,
            "protocolType": "Undefined",
            "subProtocolType": "Undefined",
            "isActive": true,
            "isDeleted": false,
            "contactId": "00000000-0000-0000-0000-000000000000",
            "userName": null
        },
        "attachments": [],
        "payload": null
    },
    {
        "guidTransactionId": "8e75ff7b-1c5d-4d27-8b77-9e385a25ec60",
        "id": 1057150,
        "dateTime": "2023-05-08T06:47:06Z",
        "fromProtocolType": "Web",
        "type": "IntroductionMessage",
        "text": "Dear customer,\nWe've received your request, and we're to address it as soon as possible.",
        "html": "",
        "status": "Read",
        "fromParticipant": {
            "id": 3,
            "name": "Unassigned Tickets",
            "type": "User",
            "identifier": "00000000-0000-0000-0000-000000000000",
            "departmentIdentifier": "",
            "displayName": "",
            "protocolType": "Web",
            "subProtocolType": "Undefined",
            "isActive": false,
            "isDeleted": false,
            "contactId": "00000000-0000-0000-0000-000000000000",
            "userName": ""
        },
        "attachments": [],
        "payload": null
    },
    {
        "guidTransactionId": "fbddc5a1-ff5c-41aa-97e0-d22bf30d5122",
        "id": 1057153,
        "dateTime": "2023-05-08T06:49:45Z",
        "fromProtocolType": "Undefined",
        "type": "TicketReAssigned",
        "text": "{\"byUserId\":\"aca76a89-8950-4424-b727-2f277c24a891\",\"byUserName\":\"aca76a89-8950-4424-b727-2f277c24a891\",\"byUserShortName\":\"John Wick\",\"byUserFullName\":\"[email protected]\",\"toUserId\":\"aca76a89-8950-4424-b727-2f277c24a891\",\"toUserName\":\"[email protected]\",\"toUserShortName\":\"John Wick\",\"toUserFullName\":\"[email protected]\"}",
        "html": "",
        "status": "Pending",
        "fromParticipant": {
            "id": 0,
            "name": "",
            "type": "System",
            "identifier": "00000000-0000-0000-0000-000000000000",
            "departmentIdentifier": "",
            "displayName": null,
            "protocolType": "Undefined",
            "subProtocolType": "Undefined",
            "isActive": true,
            "isDeleted": false,
            "contactId": "00000000-0000-0000-0000-000000000000",
            "userName": null
        },
        "attachments": [],
        "payload": null
    },
        {
        "guidTransactionId": "4ae56906-317d-464a-8ccf-b88d06399a2a",
        "id": 1057155,
        "dateTime": "2023-05-08T07:01:55Z",
        "fromProtocolType": "Web",
        "type": "Message",
        "text": "Hi Jack,\nIm sorry, but currently we don't have anything in Italy.",
        "html": "<head></head><body><p>Hi Jack,</p><p>Im sorry, but currently we don't have anything in Italy.</p></body>",
        "status": "Delivered",
        "fromParticipant": {
            "id": 4,
            "name": "[email protected]",
            "type": "User",
            "identifier": "aca76a89-8950-4424-b727-2f277c24a891",
            "departmentIdentifier": "",
            "displayName": "John Wick",
            "protocolType": "Web",
            "subProtocolType": "Undefined",
            "isActive": true,
            "isDeleted": false,
            "contactId": "00000000-0000-0000-0000-000000000000",
            "userName": "[email protected]"
        },
        "attachments": [],
        "payload": null
    },
    {
        "guidTransactionId": "9f3bf29c-f49c-4612-bb94-c6f87d24e461",
        "id": 1057157,
        "dateTime": "2023-05-08T07:01:56Z",
        "fromProtocolType": "Undefined",
        "type": "TicketClosed",
        "text": "{\"byUserId\":\"aca76a89-8950-4424-b727-2f277c24a891\",\"byUserName\":\"[email protected]\"}",
        "html": "",
        "status": "Pending",
        "fromParticipant": {
            "id": 0,
            "name": "",
            "type": "System",
            "identifier": "00000000-0000-0000-0000-000000000000",
            "departmentIdentifier": "",
            "displayName": null,
            "protocolType": "Undefined",
            "subProtocolType": "Undefined",
            "isActive": true,
            "isDeleted": false,
            "contactId": "00000000-0000-0000-0000-000000000000",
            "userName": null
        },
        "attachments": [],
        "payload": null
    }
  ],
  "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"
    }
  ],
  "botConversationSteps": [
    {
        "departmentId": "824b4850-b24c-45ed-8d41-c740ad2618bf",
        "botConversationId": "cf08810e-9a28-4bc3-a966-b3bc75b5bbf0",
        "flowId": "b778d230-05f5-460d-bb85-da15b78d9c9d",
        "flowVersion": 1.02,
        "flowName": "Documentation",
        "stepType": "Card",
        "uniqueCardId": "396f876e-f6ec-4bad-ad8f-3115ec20310a",
        "cardFriendlyName": "Main",
        "visitDatetime": "2023-05-08T06:46:06.321Z"
    },
    {
        "departmentId": "824b4850-b24c-45ed-8d41-c740ad2618bf",
        "botConversationId": "cf08810e-9a28-4bc3-a966-b3bc75b5bbf0",
        "flowId": "b778d230-05f5-460d-bb85-da15b78d9c9d",
        "flowVersion": 1.02,
        "flowName": "Documentation",
        "stepType": "Card",
        "uniqueCardId": "6fb43139-e5c8-4621-a3ba-2ce75d027903",
        "cardFriendlyName": "Destination",
        "visitDatetime": "2023-05-08T06:46:09.409Z"
    },
    {
        "departmentId": "824b4850-b24c-45ed-8d41-c740ad2618bf",
        "botConversationId": "cf08810e-9a28-4bc3-a966-b3bc75b5bbf0",
        "flowId": "b778d230-05f5-460d-bb85-da15b78d9c9d",
        "flowVersion": 1.02,
        "flowName": "Documentation",
        "stepType": "Card",
        "uniqueCardId": "3b6aa064-72bf-46c4-b177-b3e045f68b72",
        "cardFriendlyName": "Name",
        "visitDatetime": "2023-05-08T06:46:28.688Z"
    },
    {
        "departmentId": "824b4850-b24c-45ed-8d41-c740ad2618bf",
        "botConversationId": "cf08810e-9a28-4bc3-a966-b3bc75b5bbf0",
        "flowId": "b778d230-05f5-460d-bb85-da15b78d9c9d",
        "flowVersion": 1.02,
        "flowName": "Documentation",
        "stepType": "Card",
        "uniqueCardId": "ca643a8d-4b68-4fd7-bb54-f4296b969e67",
        "cardFriendlyName": "Mail address",
        "visitDatetime": "2023-05-08T06:46:50.979Z"
    },
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