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"
}
]
}