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.😀\nI'll book this for you now and email you the confirmation and payment details.",
"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\">Amazing.😀</p><p style=\"background-color: rgba(0, 0, 0, 0); color: inherit\">I'll book this for you now and email you the confirmation and payment details.</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": "3372b454-eb44-4a35-9355-16bb3a71807c",
"id": 1082250,
"dateTime": "2023-06-15T07:04:55.536Z",
"fromProtocolType": "Web",
"type": "TicketClosedMessage",
"text": "Your ticket was closed.",
"html": "",
"status": "Delivered",
"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": {
"templates": [
{
"title": "",
"titleHtml": "",
"subtitle": "",
"subtitleHtml": "",
"coverImageHeight": 0,
"coverImageWidth": 0,
"buttons": [
{
"title": "Start a new conversation",
"type": "reset_conversation"
}
]
}
],
"enableFreeTextInput": false
}
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