Tickets API

This section lists all API that can be used to view and update tickets.

View a ticket

This API lets you view a specific ticket and all related events.

GET /ticket/{id}

Additional header filters

Name	Type	Optional	Description
event_log	Integer		Show Actions log: - 1 - yes - 0 - no

Sample code:

curl -X GET \
  https://acme.sympoq.com/app/desk/api/ticket/09-13-O-TW4 \
  -H 'apikey: dWIeGMRlikMIle' \
  -H 'event_log: 1' \

Response:

{
    "id": "09-13-O-TW4",
    "queue": 1,
    "created": "2024-09-05T14:20:54Z",
    "channel": 2,
    "priority": 2,
    "status": 3,
    "has_attachments": true,
    "has_notes": false,
    "topic": 1,
    "description": "Can a user open an issue by Outlook or Gmail, or they have to open a web system and describe the problem?",
    "reported_by": "Houston Brooks",
    "customer": {
        "registered": true,
        "name": "Houston Brooks",
        "email": "hbrooks@example.com",
        "role": "Customer",
        "group": "VIP"
    },
    "assignee": 10,
    "assigned_on": "2024-09-05T16:25:44Z",
    "deadline": null,
    "responded": null,
    "updated": "2024-09-05T16:25:44Z",
    "minutes": 10,
    "rating": null,
    "closed_on": null,
    "tags": [
        "Help/Assistance"
    ],
    "solution": null,
    "estimated": "2 00:24",
    "elapsed": "7 01:26",
    "custom_fields": {
        "Browser": "Chrome",
        "Timing": "05-SEP-22 16:25"
    },
    "event_log": [
        {
            "date": "2024-09-13T13:50:47.518036000+02:00",
            "action": "Attachment",
            "attachment_url": "https://assets.sympoq.com/dlfdir.php?src=sample_picture.png&download=true&ssid=11390653225431298.178&token=97&stype=image/png&ssize=5084&svalue=1809",
            "description": "sample_picture.png",
            "applied_by": null,
            "billable": null
        },
        {
            "date": "2024-09-13T13:50:15.138882000+02:00",
            "action": "Notified",
            "description": "Hank Marlow mhank@acme.com : ASSIGNMENT: [09-13-O-TW4] Technical support - Email conversion",
            "applied_by": null,
            "billable": null
        },
        {
            "date": "2024-09-13T13:50:15.078295000+02:00",
            "action": "Set Deadline",
            "description": "15-Sep-22 17:49",
            "applied_by": "James Conrad",
            "billable": null
        },
        {
            "date": "2024-09-13T13:50:15.077415000+02:00",
            "action": "Assigned",
            "description": "Joel Mercury",
            "applied_by": "James Conrad",
            "billable": 10
        },
        {
            "date": "2024-09-13T13:24:43.369140000+02:00",
            "action": "Created",
            "description": "Can a user open an issue by Outlook or Gmail, or they have to open a web system and describe the problem?",
            "applied_by": "Houston Brooks",
            "billable": 10
        }
    ]
}

Fitler and list tickets

This API lets you filter and list tickets in a similar manner as in the ticket details page.

GET /tickets/{queue}/{status}/{topic}/{group}/{assignee}/{from}/{to}/{search}

Filters

Name	Type	Description	URI parameter to match any ticket value
{queue}	Integer	Queue ID	any
{status}	Integer	Status: value from the Status table or 0 for unclosed tickets	any
{topic}	Integer	Topic ID	any
{group}	Integer	Customer group ID	any
{assignee}	Integer	Assignee ID	any
{from}	String	Date created From	any
{to}	String	Date created To	any
{search}	Integer	Search for the string in the ticket attributes: ID, Subject, Tags, Description	*

Note

The date format for parameters from and to must match those you set in the General settings section.

Sample code for query "Get all tickets from queue=1 and topic=1 and assignee=10 submitted between 02-SEP-2023 and 14-JAN-2024":

curl -X GET \
  https://acme.sympoq.com/app/desk/api/tickets/1/any/1/any/10/02-SEP-2023/14-JAN-2024/* \
  -H 'apikey: dWIeGMRlikMIle'

Response:

[
  {
    "id": "09-13-O-TW4",
    "queue": 1,
    "created": "2024-09-05T14:20:54Z",
    "channel": 2,
    "priority": 2,
    "status": 3,
    "has_attachments": true,
    "has_notes": false,
    "topic": 1,
    "description": "Can a user open an issue by Outlook or Gmail, or do they have to open a web system and describe the problem?",
    "reported_by": "Houston Brooks",
    "customer": {
        "registered": true,
        "name": "Houston Brooks",
        "email": "hbrooks@example.com",
        "role": "Customer",
        "group": "VIP"
    },
    "assignee": 10,
    "assigned_on": "2024-09-05T16:25:44Z",
    "deadline": null,
    "responded": null,
    "updated": "2024-09-05T16:25:44Z",
    "minutes": 10,
    "rating": null,
    "closed_on": null,
    "tags": [
        "Help/Assistance"
    ],
    "solution": null,
    "estimated": "2 00:24",
    "elapsed": "7 01:26",
    "custom_fields": {
        "Browser": "Chrome",
        "Timing": "05-SEP-24 16:25"
    },
  },
  {
    "id": "11-14-3-AS7",
    "queue": 1,
    "created": "2024-11-14T11:05:14Z",
    "channel": 2,
    "priority": 2,
    "status": 3,
    "has_attachments": true,
    "has_notes": false,
    "topic": 1,
    "description": "Use Discuss action to process internal support messages and forward them to your team members, if necessary.",
    "reported_by": "Sample User",
    "customer": {
        "registered": true,
        "name": "Sample User",
        "email": "sampleuser@example.com",
        "role": "Customer",
        "group": "VIP"
    },
    "assignee": 10,
    "assigned_on": "2024-11-22T16:25:44Z",
    "deadline": null,
    "responded": null,
    "assigned_on": "2024-11-22T16:25:44Z",
    "minutes": 10,
    "rating": null,
    "closed_on": null,
    "tags": [
        "Service request"
    ],
    "solution": null,
    "estimated": "2 00:24",
    "elapsed": "7 01:26"
    "custom_fields": {
        "Browser": null,
        "Timing": null
    },
  }
]

Agent Actions

This API lets you make changes to attributes of a ticket in a similar manner as with the predefined Agent actions.

Reply

PUT /api/ticket/reply/{id}

Additional parameters

Name	Type	Optional	Description
and_close	Integer		Reply and also Close the ticket: - 1 - yes - 0 - no
mark_solution	Integer		Mark the reply text as the solution to the ticket: - 1 - yes - 0 - no
auto_assign	Integer		Assign the ticket to performer if the ticket is not assigned: - 1 - yes - 0 - no

Sample code:

curl -X PUT \
  https://acme.sympoq.com/app/desk/api/ticket/reply/1  \
  -H 'apikey: dWIeGMRlikMIle' \
  -H 'Content-Type: application/json' \
  -d '{
       "reply": "The problem you reported has been fixed. Please try now.",
       "and_close": 1,
       "mark_solution": 0,
       "auto_assign": 1,
       "minutes": 7
      }'

Assign

PUT /api/ticket/assign/{id}

Sample code:

curl -X PUT \
  https://acme.sympoq.com/app/desk/api/ticket/assign/1  \
  -H 'apikey: dWIeGMRlikMIle' \
  -H 'Content-Type: application/json' \
  -d '{
       "assignee": 1,
       "deadline": "14-JAN-25 14:06",
       "minutes": 7
      }'

Note

The datetime format for parameter deadline must match the one you set in the General settings section.

Note

PUT /api/ticket/note/{id}

Sample code:

curl -X PUT \
  https://acme.sympoq.com/app/desk/api/ticket/note/1  \
  -H 'apikey: dWIeGMRlikMIle' \
  -H 'Content-Type: application/json' \
  -d '{
       "note": "Take this ticket with high priority and let me know when it is resolved",
       "minutes": 7,
       "status": 3
      }'

Close

PUT /api/ticket/close/{id}

Sample code:

curl -X PUT \
  https://acme.sympoq.com/app/desk/api/ticket/close/1  \
  -H 'apikey: dWIeGMRlikMIle'

Move

PUT /api/ticket/move/{id}

Sample code:

curl -X PUT \
  https://acme.sympoq.com/app/desk/api/ticket/move/1  \
  -H 'apikey: dWIeGMRlikMIle' \
  -H 'Content-Type: application/json' \
  -d '{
       "queue": 1,
       "unassign": 0,
       "minutes":7
      }'

Tag

PUT /api/ticket/tag/{id}

Sample code:

curl -X PUT \
  https://acme.sympoq.com/app/desk/api/ticket/tag/1  \
  -H 'apikey: dWIeGMRlikMIle' \
  -H 'Content-Type: application/json' \
  -d '{
       "tags": "Service request,Help/Assistance"
      }'

Ticket properties

Each ticket contains certain numerical values to denote its submission Channel, Status, and Priority. These numerical values along with their meanings are given in the following tables.

Channel	Value
Submission form	1
Email	2
Call	3
Web widget	4

Status	Value
New	1
Working	2
Pending	3
Closed	4

Priority	Value
Low	1
Normal	2
High	3
Urgent	4