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

integer

ID of the ticket.

uri

string

URI of the ticket.

external_id

string | null

External ID of the ticket in a foreign system. This field is not used by Gorgias, feel free to set it as you wish.

events

array

Deprecated

All action-executed events with the related user if any on the ticket.
This parameter has been deprecated. Use events api instead.

status

None

Ticket status is used for managing the lifecycle of the ticket

channel

LegacyChannelSlug | string

The channel used to initiate the conversation with the customer.

via

None

How the first message of the ticket has been received or sent from Gorgias.

from_agent

boolean | null

Whether the first message of the ticket was sent by your company to a customer, or the opposite.

spam

boolean

Whether the ticket is considered as spam or not.

imported

boolean | null

Whether the ticket was created by a historical import.

customer

None

The customer linked to the ticket.

assignee_user

TicketUser | null

The agent assigned to this ticket.

language

string | null

The language primarily used in the ticket.The language is automatically detected on the first messages by Gorgias if not set explicitly. Once the language has been set, it won't be updated according to future messages.

subject

string | null

The subject of the ticket.

summary

TicketSummary | null

The summary of the ticket.

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": "steve@company.com",
        "firstname": "Steve",
        "id": 3924,
        "lastname": "Frazeli",
        "name": "Steve Frazelli"
      }
    }
  ],
  "status": "open",
  "channel": "email",
  "via": "email",
  "spam": false,
  "imported": false,
  "customer": {
    "email": "john@example.com",
    "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": "marie@gorgias.io",
          "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": "marie@gorgias.io",
            "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": "steve@company.com",
    "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?",
  "summary": {
    "content": "The customer is asking for a refund.",
    "created_datetime": "2020-01-27T10:42:21.932637",
    "triggered_by": 1,
    "updated_datetime": "2020-01-27T10:42:21.932637"
  },
  "meta": {},
  "tags": [
    {
      "decoration": {
        "color": "#F58D86"
      },
      "name": "urgent"
    }
  ],
  "created_datetime": "2019-07-05T14:42:00.384938",
  "processed_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
}