TicketHttpIntegration represents a ticket context available in http integrations calls.

TicketHttpIntegration properties

id

integer

ID 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.

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.

spam

boolean

Whether the ticket is considered as spam or not.

from_agent

boolean | null

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

customer_id

integer

ID of the customer.

assignee_user_id

integer | null

ID of the user assigned to this ticket.

assignee_team_id

integer | null

ID of the team assigned to this ticket.

subject

string | null

The subject of the ticket.

meta

Extra metadatas about the 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.

created_datetime

ISO 8601 datetime

When the ticket was created.

opened_datetime

string | null

When the ticket was opened for the first time by a user.

trashed_datetime

string | null

When the ticket was moved to the trash.

last_message_datetime

string | null

When the last message was sent.

last_received_message_datetime

string | null

When the last customer's message was sent.

updated_datetime

string | null

When the ticket was lastly updated.

closed_datetime

string | null

When the ticket was closed.

snooze_datetime

string | null

When the ticket will be re-opened.

custom_fields

object | null

The custom fields associated with the ticket.

tags

array

Tags linked to the ticket.

TicketHttpIntegration example object

{
  "id": 123,
  "external_id": "RETURN#4213",
  "status": "open",
  "channel": "email",
  "via": "email",
  "spam": false,
  "customer_id": 123,
  "assignee_user_id": 4,
  "assignee_team_id": 8,
  "subject": "Can I get a refund?",
  "meta": {},
  "language": "fr",
  "created_datetime": "2019-07-05T14:42:00.384938",
  "opened_datetime": "2019-07-05T15:22:46.472436",
  "last_message_datetime": "2020-02-01T19:12:32.432197",
  "last_received_message_datetime": "2020-01-27T10:42:21.468912",
  "updated_datetime": "2020-01-27T10:42:21.932637",
  "custom_fields": {
    "301": {
      "id": 301,
      "value": "VIP"
    }
  },
  "tags": [
    {
      "id": 1,
      "name": "urgent"
    }
  ]
}