A ticket is a conversation between your support agents and one of your customers.
It contains a list of messages, can be associated with tags, assigned to a user and/or a team, and also collect customer's feedback with a satisfaction survey.
Ticket properties
Ticket example object
{
"id": 123,
"external_id": "RETURN#4213",
"events": [
{
"created_datetime": "2019-11-16T15:59:41.966927",
"data": null,
"id": 1234,
"type": "ticket-closed",
"user": {
"email": "[email protected]",
"firstname": "Steve",
"id": 3924,
"lastname": "Frazeli",
"name": "Steve Frazelli"
}
}
],
"status": "open",
"channel": "email",
"via": "email",
"spam": false,
"customer": {
"email": "[email protected]",
"external_id": "customer-84203241",
"firstname": "John",
"id": 3924,
"integrations": {
"6": {
"__integration_type__": "shopify",
"customer": {
"default_address": {
"address1": "52 Washburn Street",
"address2": "",
"city": "SAN FRANCISCO",
"country": "United States",
"country_code": "US",
"country_name": "United States",
"customer_id": 667928133655,
"default": true,
"first_name": "Marie",
"id": 707106144279,
"last_name": "Curie",
"name": "Marie Curie",
"province": "California",
"province_code": "CA",
"zip": "94103"
},
"email": "[email protected]",
"first_name": "Marie",
"id": 667928133655,
"last_name": "Curie",
"note": "",
"orders_count": 1,
"tags": ""
},
"orders": [
{
"billing_address": {
"address1": "52 Washburn Street",
"address2": "",
"city": "SAN FRANCISCO",
"country": "United States",
"country_code": "US",
"first_name": "Marie",
"last_name": "Curie",
"name": "Marie Curie",
"province": "California",
"province_code": "CA",
"zip": "94103"
},
"contact_email": "[email protected]",
"created_at": "2018-12-04T03:29:37-08:00",
"id": 772803526679,
"line_items": [
{
"fulfillable_quantity": 1,
"fulfillment_service": "manual",
"fulfillment_status": null,
"grams": 10,
"id": 1760305053719,
"name": "Acidulous candy",
"price": "0.10",
"price_set": {
"presentment_money": {
"amount": "0.10",
"currency_code": "USD"
},
"shop_money": {
"amount": "0.10",
"currency_code": "USD"
}
},
"product_id": 8345093387,
"quantity": 1,
"requires_shipping": true,
"sku": "0987654321",
"tax_lines": [
{
"price": "0.02",
"price_set": {
"presentment_money": {
"amount": "0.02",
"currency_code": "USD"
},
"shop_money": {
"amount": "0.02",
"currency_code": "USD"
}
},
"rate": 0.2,
"title": "TVA"
}
],
"taxable": true,
"title": "Acidulous candy",
"total_discount": "0.00",
"total_discount_set": {
"presentment_money": {
"amount": "0.00",
"currency_code": "USD"
},
"shop_money": {
"amount": "0.00",
"currency_code": "USD"
}
},
"variant_id": 28442938955
}
],
"total_tax": "0.02"
}
]
}
},
"lastname": "Smith",
"meta": {
"position": "engineer"
},
"name": "John Smith",
"note": "Our best customer."
},
"assignee_user": {
"bio": "Full stack developer at Gorgias",
"email": "[email protected]",
"firstname": "Steve",
"id": 3924,
"lastname": "Frazeli",
"meta": {
"avatar_url": "https://avatars.example.com/steve-profile.jpeg",
"position": "engineer"
},
"name": "Steve Frazelli"
},
"language": "fr",
"subject": "Can I get a refund?",
"meta": {},
"tags": [
{
"decoration": {
"color": "#F58D86"
},
"name": "urgent"
}
],
"created_datetime": "2019-07-05T14:42:00.384938",
"opened_datetime": "2019-07-05T15:22:46.472436",
"last_received_message_datetime": "2020-01-27T10:42:21.468912",
"last_message_datetime": "2020-02-01T19:12:32.432197",
"updated_datetime": "2020-01-27T10:42:21.932637",
"satisfaction_survey": {
"body_text": "Such speed, much pertinent.",
"created_datetime": "2019-11-16T15:59:41.966927",
"customer_id": 120,
"id": 1234,
"meta": {
"externalData": {
"id": 1234
}
},
"score": 2,
"scored_datetime": "2019-11-25T15:59:41.966927",
"sent_datetime": "2019-11-23T15:59:41.966927",
"should_send_datetime": "2019-11-23T15:59:41.966927",
"ticket_id": 12
},
"is_unread": true
}