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"
}
]
}