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 vacation",
  "field2": "3909  Saint James Drive, Chambersburg",
  "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": "Open",
  "open": "2018-11-26T19:42:53.15",
  "close": "0001-01-01T00:00:00",
  "lastActivity": "2018-11-27T16:42:53.15",
  "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 don't 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": [
        {
          "id": 1557,
          "type": "Image",
          "fileIdentifier": "201118135610uploadedimageklapzqep.jpg",
          "originalFileName": "UPLOADED_IMAGE.jpg",
          "thumbnails": [
            "https://glassix-test.s3.eu-central-1.amazonaws.com/thumbnail_201118135610uploadedimageklapzqep.jpg?X-Amz-Expires=10800&X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Credential=AKIAJIFZS27UMTE47NXA/20181120/eu-central-1/s3/aws4_request&X-Amz-Date=20181120T140436Z&X-Amz-SignedHeaders=host&X-Amz-Signature=766df921e38312c96621e63150df3143a4570c532670404ce6ba2982886c69ca"
          ],
          "uri": "https://glassix-test.s3.eu-central-1.amazonaws.com/201118135610uploadedimageklapzqep.jpg?X-Amz-Expires=10800&X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Credential=AKIAJIFZS27UMTE47NXA/20181120/eu-central-1/s3/aws4_request&X-Amz-Date=20181120T140436Z&X-Amz-SignedHeaders=host&X-Amz-Signature=8b17ad1960aa0302b8071bbf0ac51dec0c79cacc2b9bec7ae9aff7ad1c337258",
          "isEmbedded": false
        }
      ]
    },
    {
      "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"
    }
  ]
}