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

int32

ID of the ticket.

assignee_user

object

The user assigned to the ticket.

channel

string

The channel used to initiate the conversation with the customer.

closed_datetime

ISO 8601 datetime

When the ticket was closed.

created_datetime

ISO 8601 datetime

When the ticket was created.

customer

object

The customer linked to the ticket.

events

array

All action-executed events with the related user if any on the ticket.

external_id

string

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

from_agent

boolean

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

is_unread

boolean

Whether the ticket is unread for you.

language

string

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.

last_message_datetime

ISO 8601 datetime

When the last message was sent.

last_received_message_datetime

ISO 8601 datetime

When the last customer's message was sent.

messages

array

Messages of the ticket.

Ticket example object

{
  "id": 123,
  "assignee_user": null,
  "channel": "email",
  "closed_datetime": null,
  "created_datetime": "2019-07-05T14:42:00.384938",
  "customer": {
    "data": {
      "city": "San Francisco"
    },
    "id": 3924,
    "external_id": "customer-84203241",
    "email": "john@example.com",
    "name": "John Smith",
    "language": "fr",
    "timezone": "UTC",
    "created_datetime": "2019-04-13T03:27:56.973873",
    "updated_datetime": "2019-09-25T06:18:22.839271",
    "meta": {
      "position": "engineer"
    },
    "customer": {},
    "active": true,
    "firstname": "John",
    "integrations": {
      "6": {
        "orders": [
          {
            "id": 772803526679,
            "total_tax": "0.02",
            "created_at": "2018-12-04T03:29:37-08:00",
            "line_items": [
              {
                "id": 1760305053719,
                "sku": "0987654321",
                "name": "Acidulous candy",
                "grams": 10,
                "price": "0.10",
                "title": "Acidulous candy",
                "taxable": true,
                "quantity": 1,
                "price_set": {
                  "shop_money": {
                    "amount": "0.10",
                    "currency_code": "USD"
                  },
                  "presentment_money": {
                    "amount": "0.10",
                    "currency_code": "USD"
                  }
                },
                "tax_lines": [
                  {
                    "rate": 0.2,
                    "price": "0.02",
                    "title": "TVA",
                    "price_set": {
                      "shop_money": {
                        "amount": "0.02",
                        "currency_code": "USD"
                      },
                      "presentment_money": {
                        "amount": "0.02",
                        "currency_code": "USD"
                      }
                    }
                  }
                ],
                "product_id": 8345093387,
                "variant_id": 28442938955,
                "total_discount": "0.00",
                "requires_shipping": true,
                "fulfillment_status": null,
                "total_discount_set": {
                  "shop_money": {
                    "amount": "0.00",
                    "currency_code": "USD"
                  },
                  "presentment_money": {
                    "amount": "0.00",
                    "currency_code": "USD"
                  }
                },
                "fulfillment_service": "manual",
                "fulfillable_quantity": 1
              }
            ],
            "contact_email": "mar\u00efe@gorgias.io",
            "billing_address": {
              "zip": "94103",
              "city": "SAN FRANCISCO",
              "name": "Marie Curie",
              "country": "United States",
              "address1": "52 Washburn Street",
              "address2": "",
              "province": "California",
              "last_name": "Curie",
              "first_name": "Marie",
              "country_code": "US",
              "province_code": "CA"
            }
          }
        ],
        "customer": {
          "id": 667928133655,
          "note": "",
          "tags": "",
          "email": "mar\u00efe@gorgias.io",
          "first_name": "Marie",
          "last_name": "Curie",
          "orders_count": 1,
          "default_address": {
            "id": 707106144279,
            "zip": "94103",
            "city": "SAN FRANCISCO",
            "name": "Marie Curie",
            "country": "United States",
            "default": true,
            "address1": "52 Washburn Street",
            "address2": "",
            "province": "California",
            "last_name": "Curie",
            "first_name": "Marie",
            "customer_id": 667928133655,
            "country_code": "US",
            "country_name": "United States",
            "province_code": "CA"
          }
        },
        "__integration_type__": "shopify"
      }
    },
    "lastname": "Smith",
    "note": "Our best customer."
  },
  "events": [
    {
      "user": {
        "roles": {
          "id": 43728,
          "external_id": "role-hf329f",
          "name": "admin",
          "description": "Admins can manage all resources",
          "created_datetime": "2020-10-03T20:57:46.966927",
          "updated_datetime": "2020-11-27T04:21:23.472839"
        },
        "id": 3924,
        "external_id": "user-84203241",
        "email": "steve@company.com",
        "bio": "Full stack developer at Gorgias",
        "name": "Steve Frazeli",
        "created_datetime": "2019-04-13T03:27:56.973873",
        "updated_datetime": "2019-09-25T06:18:22.839271",
        "meta": {
          "avatar_url": "https://avatars.example.com/steve-profile.jpeg",
          "position": "engineer"
        },
        "account_id": 69392,
        "active": true,
        "firstname": "Steve",
        "lastname": "Frazeli"
      },
      "type": "ticket-closed",
      "data": null,
      "id": 1234,
      "uri": "/api/events/1234/",
      "context": "dd4ff312-69df-494a-be96-1a58b3d8b8e0",
      "created_datetime": "2019-11-16T15:59:41.966927",
      "object_id": 123,
      "object_type": "Ticket",
      "user_id": 123
    }
  ],
  "external_id": "RETURN#4213",
  "is_unread": true,
  "language": "fr",
  "last_message_datetime": "2020-02-01T19:12:32.432197",
  "last_received_message_datetime": "2020-01-27T10:42:21.468912",
  "messages": {
    "macros": [
      {
        "id": 5132
      }
    ],
    "id": 924712,
    "external_id": "MSG-78545",
    "message_id": "<123345676453.2445.234@web>",
    "public": true,
    "channel": "email",
    "via": "api",
    "source": {
      "type": "email",
      "from": {
        "id": 7,
        "name": "Sender Doe",
        "address": "sender@gorgias.io"
      },
      "to": [
        {
          "id": 8,
          "name": "Receiver Doe",
          "address": "receiver@gorgias.io"
        }
      ]
    },
    "subject": "Re:Refund request",
    "body_text": "Hello,\n\n        I can't place an order on your site, it says: I don't have enough credit.\n        How can I add some credits?\n\n        Cheers,\n        John Doe\n        ",
    "body_html": "Hello,<br><br>\n\n        I can't place an order on your site, it says: I don't have enough credit.<br>\n        How can I add some credits?<br><br>\n\n        Cheers,<br>\n        John Doe\n        ",
    "stripped_text": null,
    "stripped_html": null,
    "stripped_signature": null,
    "attachments": [],
    "meta": {},
    "created_datetime": "2020-01-27T10:42:21.468912",
    "opened_datetime": "2019-07-05T15:22:46.472436",
    "failed_datetime": null,
    "deleted_datetime": null,
    "actions": [],
    "uri": "/api/tickets/12/messages/924712/",
    "integration_id": 28643,
    "rule_id": 89465,
    "ticket_id": 12,
    "from_agent": true,
    "sender": {
      "id": 7
    },
    "receiver": {
      "id": 8
    },
    "headers": {},
    "last_sending_error": null
  },
  "meta": null,
  "opened_datetime": "2019-07-05T15:22:46.472436",
  "satisfaction_survey": {
    "id": 1234,
    "score": 2,
    "body_text": "Such speed, much pertinent.",
    "meta": {
      "externalData": {
        "id": 1234
      }
    },
    "created_datetime": "2019-11-16T15:59:41.966927",
    "should_send_datetime": "2019-11-23T15:59:41.966927",
    "sent_datetime": "2019-11-23T15:59:41.966927",
    "scored_datetime": "2019-11-25T15:59:41.966927",
    "uri": "/api/satisfaction-surveys/1234/",
    "customer_id": 120,
    "ticket_id": 12
  },
  "snooze_datetime": null,
  "spam": false,
  "status": "open",
  "subject": "Can I get a refund?",
  "tags": [
    {
      "name": "urgent",
      "description": "Mark a ticket as urgent",
      "decoration": {
        "color": "#0693E3"
      },
      "created_datetime": "2020-07-1300:00:00-05:00",
      "deleted_datetime": "2020-07-1500:00:00-05:00",
      "usage": 123
    }
  ],
  "trashed_datetime": null,
  "updated_datetime": "2020-01-27T10:42:21.932637",
  "via": "email",
  "uri": "/api/tickets/123/"
}