Tickets are how your end-users (customers) communicate with agents on Glassix.

Each ticket consists of all the messages sent between all Participant.
Tickets can originate from several channels, including email, chat, SMS, Facebook messenger, or the API.

{
  "id": 100035,
  "departmentId": "670967bf-116e-4e6f-a2ed-247fdbc36085",
  "field1": "Tuscany",
  "field2": "",
  "field3": "",
  "field4": "",
  "field5": "",
  "field6": "",
  "field7": "",
  "field8": "",
  "field9": "",
  "field10": "",
  "culture": "en-US",
  "ticketType": "Regular",
  "tags": [
    "Vacation"
  ],
  "owner": {
    "id": "aca76a89-8950-4424-b727-2f277c24a891",
    "gender": "Male",
    "UserName": "[email protected]",
    "culture": "en-US",
    "isAnonymous": false,
    "uniqueArgument": "",
    "type": "AGENT"
  },
  "state": "Closed",
  "open": "2023-06-15T07:03:07Z",
  "close": "2023-06-15T07:04:55Z",
  "lastActivity": "2023-06-15T07:04:55Z",
  "uniqueArgument": "",
  "details": {
    "userAgent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/114.0.0.0 Safari/537.36",
    "iPAddress": "218.255.205.226",
    "location": "Hartford, Vermont",
    "cardsPath": "Main/Destination/Name/Mail address/Thanks",
    "source": {
      "title": "Glassix",
      "uri": null
    },
    "externalLink": null,
    "isMobile": false,
    "identityTokenClaims": null,
    "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": "2023-06-15T07:03:10Z",
  "firstAgentMessageDateTime": "2023-06-15T07:03:47Z",
  "firstAgentMessageUserId": "aca76a89-8950-4424-b727-2f277c24a891",
  "lastCustomerMessageDateTime": "2023-06-15T07:04:02Z",
  "queueTimeGross": "00:00:14",
  "queueTimeNet": "00:00:14",
  "firstAgentResponseTimeGross": "00:00:13",
  "firstAgentResponseTimeNet": "00:00:13",
  "agentAssignToResponseTimeGross": "00:00:00",
  "agentAssignToResponseTimeNet": "00:00:00",
  "firstAgentAllocationTimestamp": "2023-06-15T07:03:47Z",
  "lastAgentAllocationTimestamp": "2023-06-15T07:03:47Z",
  "agentMediaCount": 0,
  "customerMediaCount": 0,
  "agentMessagesCount": 2,
  "customerMessagesCount": 5,
  "durationNet": "00:01:49",
  "durationGross": "00:01:49",
  "agentResponseAverageTimeNet": "00:00:33",
  "totalConversationTimeNet": "00:01:25",
  "agentCannedRepliesCount": 0,
  "botConversationId": "e9961435-d03a-4ab2-9f1b-8618fd1df468",
  "botConversations": [
    "e9961435-d03a-4ab2-9f1b-8618fd1df468"
  ],
  "isIncoming": true,
  "participants": [
    {
      "id": 1,
      "name": "Jack Bower",
      "type": "Client",
      "identifier": "2ff4a220-7039-40ef-876a-0a42da8376ba",
      "departmentIdentifier": "qxIYxnWSTV8oO3pmr91s",
      "displayName": "",
      "protocolType": "Web",
      "subProtocolType": "Undefined",
      "isActive": true,
      "isDeleted": false,
      "contactId": "797f5328-310c-4044-afb1-e62fd72fb725",
      "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": false,
      "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": "a200c7b0-51ef-4432-98d5-1cce8ab7cb03",
      "id": 1082232,
      "dateTime": "2023-06-15T07:03:07.906Z",
      "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": "f188b479-6976-4bf8-93c6-9b4a3da4dc52",
      "id": 1082233,
      "dateTime": "2023-06-15T07:03:08.063Z",
      "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": "09f0032a-c0a5-4d99-8766-dee3aeb6e092",
      "id": 1082234,
      "dateTime": "2023-06-15T07:03:10.045Z",
      "fromProtocolType": "Web",
      "type": "Message",
      "text": "Book a vacation",
      "html": "",
      "status": "Pending",
      "fromParticipant": {
        "id": 1,
        "name": "Jack Bower",
        "type": "Client",
        "identifier": "2ff4a220-7039-40ef-876a-0a42da8376ba",
        "departmentIdentifier": "qxIYxnWSTV8oO3pmr91s",
        "displayName": "",
        "protocolType": "Web",
        "subProtocolType": "Undefined",
        "isActive": true,
        "isDeleted": false,
        "contactId": "797f5328-310c-4044-afb1-e62fd72fb725",
        "userName": ""
      },
      "attachments": [],
      "payload": null
    },
    {
      "guidTransactionId": "81e796d3-bdc4-469e-b01a-17e422bed6c5",
      "id": 1082235,
      "dateTime": "2023-06-15T07:03:10.17Z",
      "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": "09c74065-f029-4a56-885c-c8b6301c7a51",
      "id": 1082236,
      "dateTime": "2023-06-15T07:03:20.615Z",
      "fromProtocolType": "Web",
      "type": "Message",
      "text": "Tuscany",
      "html": "",
      "status": "Pending",
      "fromParticipant": {
        "id": 1,
        "name": "Jack Bower",
        "type": "Client",
        "identifier": "2ff4a220-7039-40ef-876a-0a42da8376ba",
        "departmentIdentifier": "qxIYxnWSTV8oO3pmr91s",
        "displayName": "",
        "protocolType": "Web",
        "subProtocolType": "Undefined",
        "isActive": true,
        "isDeleted": false,
        "contactId": "797f5328-310c-4044-afb1-e62fd72fb725",
        "userName": ""
      },
      "attachments": [],
      "payload": null
    },
    {
      "guidTransactionId": "53103646-7553-4e8a-97b5-209fd0367a11",
      "id": 1082237,
      "dateTime": "2023-06-15T07:03:20.974Z",
      "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": "4e9cc05f-bb73-433e-a2fd-da8df80f1e55",
      "id": 1082238,
      "dateTime": "2023-06-15T07:03:28.718Z",
      "fromProtocolType": "Web",
      "type": "Message",
      "text": "Jack Bower",
      "html": "",
      "status": "Pending",
      "fromParticipant": {
        "id": 1,
        "name": "Jack Bower",
        "type": "Client",
        "identifier": "2ff4a220-7039-40ef-876a-0a42da8376ba",
        "departmentIdentifier": "qxIYxnWSTV8oO3pmr91s",
        "displayName": "",
        "protocolType": "Web",
        "subProtocolType": "Undefined",
        "isActive": true,
        "isDeleted": false,
        "contactId": "797f5328-310c-4044-afb1-e62fd72fb725",
        "userName": ""
      },
      "attachments": [],
      "payload": null
    },
    {
      "guidTransactionId": "05cdb34a-b8e8-44b2-b02d-2db4b55ecf47",
      "id": 1082239,
      "dateTime": "2023-06-15T07:03:28.971Z",
      "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": "6577876e-1fae-450a-9d96-64ec21db8e6c",
      "id": 1082240,
      "dateTime": "2023-06-15T07:03:34.042Z",
      "fromProtocolType": "Web",
      "type": "Message",
      "text": "[email protected]",
      "html": "",
      "status": "Pending",
      "fromParticipant": {
        "id": 1,
        "name": "Jack Bower",
        "type": "Client",
        "identifier": "2ff4a220-7039-40ef-876a-0a42da8376ba",
        "departmentIdentifier": "qxIYxnWSTV8oO3pmr91s",
        "displayName": "",
        "protocolType": "Web",
        "subProtocolType": "Undefined",
        "isActive": true,
        "isDeleted": false,
        "contactId": "797f5328-310c-4044-afb1-e62fd72fb725",
        "userName": ""
      },
      "attachments": [],
      "payload": null
    },
    {
      "guidTransactionId": "6eb86c01-a223-4472-bd96-6578b225b505",
      "id": 1082241,
      "dateTime": "2023-06-15T07:03:34.371Z",
      "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": "2eef1117-6f48-4be2-af2a-125a27ebf81f",
      "id": 1082242,
      "dateTime": "2023-06-15T07:03:34.56Z",
      "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": "9123c77c-88f9-4d5c-b400-02616d4aa9da",
      "id": 1082243,
      "dateTime": "2023-06-15T07:03:34.779Z",
      "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": "036cce89-5516-4389-9347-4a6550c44f30",
      "id": 1082244,
      "dateTime": "2023-06-15T07:03:47.5Z",
      "fromProtocolType": "Undefined",
      "type": "TicketReAssigned",
      "text": "{\"byUserId\":\"aca76a89-8950-4424-b727-2f277c24a891\",\"byUserName\":\"[email protected]\",\"byUserShortName\":\"John\",\"byUserFullName\":\"John Wick\",\"toUserId\":\"aca76a89-8950-4424-b727-2f277c24a891\",\"toUserName\":\"[email protected]\",\"toUserShortName\":\"John\",\"toUserFullName\":\"John Wick\"}",
      "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": "4ebf18a7-2f87-4642-bfb4-133ce6801e55",
      "id": 1082245,
      "dateTime": "2023-06-15T07:03:47.988Z",
      "fromProtocolType": "Web",
      "type": "Message",
      "text": "Hi Jack Bower,\nI've checked the available vacations in Tuscany and found the following dates:\n1. July 20th, 2023, to July 24th, 2023.2. August 4th, 2023, to Agust 14th, 2023.3. August 11th, 2023, to August 25th, 2023.\n\nLet me know if any of these options will work for you.",
      "html": "<head></head><body><div style=\"background-color: rgba(0, 0, 0, 0); color: inherit\"><p style=\"background-color: rgba(0, 0, 0, 0); color: inherit\">Hi Jack Bower,</p><p style=\"background-color: rgba(0, 0, 0, 0); color: inherit\">I've checked the available vacations in Tuscany and found the following dates:</p><ol style=\"background-color: rgba(0, 0, 0, 0); color: inherit\"><li style=\"background-color: rgba(0, 0, 0, 0); color: inherit\">July 20th, 2023, to July 24th, 2023.</li><li style=\"background-color: rgba(0, 0, 0, 0); color: inherit\">August 4th, 2023, to Agust 14th, 2023.</li><li style=\"background-color: rgba(0, 0, 0, 0); color: inherit\">August 11th, 2023, to August 25th, 2023.</li></ol><p style=\"background-color: rgba(0, 0, 0, 0); color: inherit\">Let me know if any of these options will work for you.</p></div></body>",
      "status": "Read",
      "fromParticipant": {
        "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]"
      },
      "attachments": [],
      "payload": null
    },
    {
      "guidTransactionId": "2b815a0c-6bb8-4486-b0d4-ce2e75f8e9c7",
      "id": 1082246,
      "dateTime": "2023-06-15T07:03:56.047Z",
      "fromProtocolType": "Undefined",
      "type": "TicketSetAsPending",
      "text": "{\"byUserId\":\"aca76a89-8950-4424-b727-2f277c24a891\",\"byUserName\":\"[email protected]\"}",
      "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": "f1b35022-2e61-4233-a20b-4ec96fe9af4c",
      "id": 1082247,
      "dateTime": "2023-06-15T07:04:02.37Z",
      "fromProtocolType": "Undefined",
      "type": "TicketReopened",
      "text": "",
      "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": "73e349ec-a2b1-4cb6-a965-e89b9f7ef94b",
      "id": 1082248,
      "dateTime": "2023-06-15T07:04:02.558Z",
      "fromProtocolType": "Web",
      "type": "Message",
      "text": "Option 2 will be best. Thanks.",
      "html": "",
      "status": "Read",
      "fromParticipant": {
        "id": 1,
        "name": "Jack Bower",
        "type": "Client",
        "identifier": "2ff4a220-7039-40ef-876a-0a42da8376ba",
        "departmentIdentifier": "qxIYxnWSTV8oO3pmr91s",
        "displayName": "",
        "protocolType": "Web",
        "subProtocolType": "Undefined",
        "isActive": true,
        "isDeleted": false,
        "contactId": "797f5328-310c-4044-afb1-e62fd72fb725",
        "userName": ""
      },
      "attachments": [],
      "payload": null
    },
    {
      "guidTransactionId": "d0606edf-bab5-4146-b5a7-eeeea6db729d",
      "id": 1082249,
      "dateTime": "2023-06-15T07:04:35.316Z",
      "fromProtocolType": "Web",
      "type": "Message",
      "text": "Amazing.πŸ˜€\nI'll book this for you now and email you the confirmation and payment details.",
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