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"
},
{
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"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"
},
{
"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": "e826a500-a617-4de2-aced-3a0b1d2debb1",
"cardFriendlyName": "Thanks",
"visitDatetime": "2023-05-08T06:47:05.721Z"
},
{
"departmentId": "824b4850-b24c-45ed-8d41-c740ad2618bf",
"botConversationId": "cf08810e-9a28-4bc3-a966-b3bc75b5bbf0",
"flowId": "b778d230-05f5-460d-bb85-da15b78d9c9d",
"flowVersion": 1.02,
"flowName": "Documentation",
"stepType": "SesionOpened",
"uniqueCardId": "00000000-0000-0000-0000-000000000000",
"cardFriendlyName": null,
"visitDatetime": "2023-05-08T06:47:06.051Z"
}
]
}