Ticketing API

Introduction

The Ticketing API methods allow businesses to integrate the SmartReach ticketing system directly with external tools, CRMs, and other business applications. With access to Ticketing APIs, you can build custom workflows tailored to specific needs and business workflows. In addition to this, the API offers scalable and flexible ticket handling for organizations looking to handle large volumes of tickets programmatically and enable automated ticket creation, updates, and tracking with or without manual intervention.

The SmartReach Ticketing API provides methods that allow you to create, read, update, search, and delete a ticket. You can retrieve a list of standard and custom ticket fields. Also, you can get a list of ticketing status, priorities, labels, components, channels, comments, ticket types, and attachments. You can create, update, and delete the comments on the ticket. You have an option to download or delete an attachment. In addition, you can link the account and contact to a ticket.

For a general overview of the SmartReach APIs, including security aspects, see the SmartReach API Overview.

Prerequisites

The Ticketing option for your site must be enabled to work with ticketing APIs. From the SmartReach configuration manager, navigate to the SmartReach Portal > Configure > Client Editor > Billing tab to verify that the Ticketing option is enabled.
Log in to the SmartReach platform to obtain a valid session ID. For more information, see Generating a Session ID.
You must have an active subscription to the Configuration API to obtain an Access Token used in API requests. For more information, see Access Tokens.
All messages in this API are subject to rate limits and other restrictions.

User Roles

To use the methods listed that perform operations on SmartReach Agent objects, the API users must belong to either the Sysadmin, Superuser, or Manager role. If the users belong to the Manager role, they must have the Access to Administer Agents optional power configured. These roles are defined in the SmartReach configuration manager and correspond to users who can administer Agents through the SmartReach user interfaces.

API Methods

Ticket

The Ticketing API methods allow you to manipulate your tickets, including creating, reading, updating, and deleting tickets.

Create Ticket

Description: Creates a ticket to track a request or an issue.

User Roles: Sysadmin, Superuser, Manager, or Agent

Method: POST /ticketing/ticket

Parameters:

None

Body:

Key or Attribute Type Mandatory? Description

originalId

Number

No

A unique identifier (ID) that is used to refer to the ticket within a client (Free form field).

agentTeamId

Number

No

Agent team ID

name

String

Yes

Ticket name

description

String

No

Ticket description

accountId

Number

No

Account ID

contact

String

No

Contact ID

agentId

Number

No

Agent ID

dateDue

Date

No

Due date of the ticket.

statusId

Number

No

Ticket status ID

labelId

Number

No

Ticket label ID

priorityId

Number

No

Ticket priority ID

typeId

Number

No

Ticket type ID

channel

String

No

Source of the communication:

Default channels: These are available by default in the ticketing section. They are as follows: Call, Chat, Email, Mail, SMS, and Web.
Custom channels: These are available only if the administrative user adds them, such as fax, WhatsApp, and so on.

phone1

String

No

The first phone number to be associated with a ticket.

phone2

String

No

The second phone number to be associated with a ticket.

email

String

No

Email to be associated with a ticket.

reporter

String

No

Name of the person who is creating a ticket.

ticketDetail

No

Attribute	Type	Mandatory	Description
col1	String	No	Custom field value
col2	String	No	Custom field value
col3	String	No	Custom field value
col4	String	No	Custom field value
.....
col99	String	No	Custom field value

componentsIds

List

No

List of component IDs.

Key or Attribute	Type	Mandatory	Description
N/A	Number	No	Indicates the components of the ticket.

Response Code: 201 Created

Body:

Key or Attribute Type Mandatory? Description

interactionId

Number

Yes

ID of the created ticket.

originalId

Number

No

A unique ID that refers to the ticket within a client. This is a free-form field.

agentTeamId

Number

No

Agent team ID

name

String

No

Ticket name

description

String

No

Ticket description

resolution

String

No

Not used.

accountId

Number

No

Account ID

contact

String

No

Contact ID

agentId

Number

No

Agent ID

dateDue

Date

No

Due date of the ticket.

open

Boolean

No

Indicates whether a ticket is open.

statusId

Number

No

Ticket status ID

labelId

Number

No

Ticket label ID

priorityId

Number

No

Ticket priority ID

typeId

Number

No

Ticket type ID

channel

String

No

Source of the communication:

Default channels: These are available by default in the ticketing section. They are as follows: Call, Chat, Email, Mail, SMS, and Web.
Custom channels: These are available only if the administrative user adds them, such as fax, WhatsApp, etc.

closedDate

Date

No

The date on which the ticket is closed.

phone1

String

No

The first phone number associated with the ticket.

phone2

String

No

The second phone number associated with the ticket.

email

String

No

Email associated with the ticket.

reporter

String

No

Name of the person who created a ticket.

slaDateDue

Date

No

Due date to resolve the customer issue.

A service level agreement (SLA) is a predefined time frame for a ticket to be resolved.

slaHours

Number

No

Total number of hours to resolve the customer issue.

statusName

String

No

Status of the ticket:

Default status: The Open status is available by default in the ticketing section.
Custom status: These are available only if the administrative user adds them. For example, InProgress, On-Hold, Closed, and so on.

labelName

String

No

Label of the ticket. For Example, the CASE portion is the label name in the ticket CASE-1234.

Default Label: The CASE label is available by default in the ticketing section.
Custom Labels: These are available only if the administrative user adds them. For example, LVP, ACD, ATG, and so on.

priorityName

String

No

Priority of the ticket:

Default Priority: The Medium priority is available by default in the ticketing section.
Custom Priorities: These are available only if the administrative user adds them. For example, High, Low, and so on.

typeName

String

No

Type of the ticket:

Default type: The All Fields type is available by default in the ticketing section.
Custom type: These are available only if the administrative user adds them. For example, Eng, Bug, and so on.

ticketDetail

No

Attribute	Type	Mandatory	Description
col1	String	No	Custom field value
col2	String	No	Custom field value
col3	String	No	Custom field value
col4	String	No	Custom field value
.....
col99	String	No	Custom field value

components

List

No

Components of the label. For example, Input, and Strategy components are added under the CASE label.

Key or Attribute	Type	Mandatory	Description
id	Number	Yes	Component ID
name	String	Yes	Component name

followers

List

No

Followers of the ticket.

Key or Attribute	Type	Mandatory	Description
followerUuid	String	No	Universally Unique Identifier (UUID) of the follower.
clientId	Number	No	Client ID
createdDate	Date	No	The ticket creation date (UNIX timestamp format).
createdBy	String	No	The username of the person who created the ticket.
ticketId	Number	No	Ticket ID
followerType	String	No	The follower type can be agent or user.
userName	String	No	Name of the agent or user.

fullNumber

String

No

Full display of the ticket number (for example, ATG-123).

permission

String

No

Indicates whether the ticket is view only or editable (VIEW or EDIT).

createdDate

Date

No

The creation date of the ticket.

createdBy

String

No

The username of the person who created the ticket.

modifiedDate

Date

No

The most recent modification date of the ticket (UNIX timestamp format).

modifiedBy

String

No

The username of the person who last modified the ticket.

clientId

Number

No

Client ID

number

Number

No

A unique ticket number is assigned to the ticket within a client.

originalTicketNumber

String

No

A ticket number assigned to the ticket from the originating source, like Salesforce.

accountName

String

No

Account name

agentName

String

No

Agent name

agentTeamName

String

Agent team name

Create a Ticket

#Request (JSON)
POST /ticketing/ticket
Host: localhost.com
Content-Type: application/json
Accept: application/json

{
  "name": "Doc_test1",
  "originalId": "12345678",
  "agentTeamId": 17659,
  "description": "Doc Test",
  "accountId": "4501934",
  "contact": "AppsChaos155",
  "agentId": 657813592,
  "dateDue": "1724390889124",
  "statusId": 9244,
  "labelId": 7757,
  "priorityId": 8238,
  "typeId": 5940,
  "channel": "Call",
  "phone1": "+16283860818",
  "phone2": "+16283860819",
  "email": "example.1@nice.com",
  "reporter": "DOC",
  "ticketDetail": {
    "col1": "true",
    "col2": "123"
  },
  "componentIds": [
    5458,
    5460
  ]
}

#Response
201 Created
Content-Type: application/json    

{
  "id": 13753342,
  "originalId": "12345678",
  "createdDate": 1732181142809,
  "createdBy": "apiSysAdmin",
  "modifiedDate": 1732181142809,
  "clientId": 284067,
  "name": "Doc_test1",
  "description": "Doc Test",
  "number": 2,
  "accountId": 4501934,
  "contact": "AppsChaos155",
  "agentId": 657813592,
  "agentTeamId": 17659,
  "dateDue": "1724385600000",
  "open": true,
  "statusId": 9244,
  "labelId": 7757,
  "priorityId": 8238,
  "typeId": 5940,
  "channel": "Call",
  "phone1": "+16283860818",
  "phone2": "+16283860819",
  "email": "example.1@nice.com",
  "reporter": "DOC",
  "slaDateDue": 1732195542809,
  "slaHours": 4,
  "statusName": "Open",
  "labelName": "ATG",
  "priorityName": "Medium",
  "typeName": "General",
  "accountName": "Auto-import1988863",
  "agentName": "John Doe (JOHN)",
  "components": [
    {
      "id": 5458,
      "name": "Accounts"
    },
    {
      "id": 5460,
      "name": "Tickets"
    }
  ],
  "followers": []
}

CODE

Delete Ticket

Description: Deletes a ticket.

User Roles: Sysadmin, Superuser, Manager, or Agent

Method: DELETE /ticketing/ticket/{id}

Parameters:

Path/Query Parameter Name	Type	Mandatory?	Description
id	Number	Yes	The ID of the ticket to be deleted.

Body:

None

Response Code: 204 No Content

Body:

None

Delete a Ticket

#Request (JSON)
DELETE /ticketing/ticket/13753337
Host: localhost.com
Content-Type: application/json
Accept: application/json  

#Response
204 No Content

CODE

Read Ticket

Description: Reads information about a specific ticket.

User Roles: Sysadmin, Superuser, Manager, or Agent

Method: GET /ticketing/ticket/{id}

Parameters:

Path/Query Parameter Name	Type	Mandatory?	Description
id	Number	Yes	The ID of the ticket to be read.

Body:

None

Response Code: 200 OK

Body:

Key or Attribute Type Mandatory? Description

id

Number

Yes

Ticket ID

originalId

Number

No

A unique ID that is used to refer to the ticket within a client (freeform field).

agentTeamId

Number

No

Agent team ID

name

String

No

Ticket name

description

String

No

Ticket description

resolution

String

No

Indicates whether a customer service request is resolved.

accountId

Number

No

Account ID

contact

String

No

Contact ID

agentId

Number

No

Agent ID

dateDue

Date

No

Due date of the ticket.

open

Boolean

No

Indicates whether a ticket is open.

statusId

Number

No

Ticket status ID

labelId

Number

No

Ticket label ID

priorityId

Number

No

Ticket priority ID

typeId

Number

No

Ticket type ID

channel

String

No

Source of the communication:

Default channels: These are available by default in the ticketing section. They are as follows: Call, Chat, Email, Mail, SMS, and Web.
Custom channels: These are available only if the administrative user adds them, such as fax, WhatsApp, and so on.

closedDate

Date

No

The date on which the ticket is closed.

phone1

String

No

The first phone number associated with the ticket.

phone2

String

No

The second phone number associated with the ticket.

email

String

No

Email associated with the ticket.

reporter

String

No

Name of the person who created the ticket.

slaDateDue

Date

No

Due date to resolve the customer issue.

slaHours

Number

No

Total number of hours to resolve the customer issue.

statusName

String

No

Status of the ticket:

Default status: The Open status is available by default in the ticketing section.
Custom status: These are available only if the administrative user adds them. For example, InProgress, On-Hold, Closed, and so on.

labelName

String

No

Label of the ticket. For example, the CASE portion is the label name in the ticket CASE-1234:

Default Label: The CASE label is available by default in the ticketing section.
Custom Labels: These are available only if the administrative user adds them. For example, LVP, ACD, ATG, and so on.

priorityName

String

No

Priority of the ticket:

Default Priority: The Medium priority is available by default in the ticketing section.
Custom Priorities: These are available only if the administrative user adds them. For example, High, Low, and so on.

typeName

String

No

Type of ticket:

Default type: The All Fields type is available by default in the ticketing section.
Custom type: These are available only if the administrative user adds them. For example, Eng, Bug, and so on.

ticketDetail

No

Attribute	Type	Mandatory?	Description
col1	String	No	Custom field value
col2	String	No	Custom field value
col3	String	No	Custom field value
col4	String	No	Custom field value
.....
col99	String	No	Custom field value

components

List

No

Key or Attribute	Type	Mandatory?	Description
id	Number	Yes	Component identifier
name	String	Yes	Component name

followers

List

No

Followers of the ticket.

Key or Attribute	Type	Mandatory?	Description
followerUuid	String	No	Universally Unique Identifier (UUID) of the follower.
clientId	Number	No	Client ID
createdDate	Date	No	The ticket creation date (UNIX timestamp format).
createdBy	String	No	The username of the person who created the ticket.
ticketId	Number	No	Ticket ID
followerType	String	No	The follower type can be agent or user.
userName	String	No	Name of the agent or user.

attachments

No

Attachment details

Key or Attribute	Type	Mandatory?	Description
id	String	No	Attachment ID
clientId	Number	No	ID of the client that owns the ticket
createdDate	Date	No	The creation date of the ticket attachment (UNIX timestamp format).
createdBy	String	No	The username of the person who created the ticket attachment.
fileName	Number	No	Name of attachment.
parentId	String	No	The primary key of a parent record.
parentType	String	No	Type of parent ID. Accepted values: TICKET, OPPORTUNITY, ACCOUNT, LEAD, NOTE, AGENT, USER, CONTACT, COMMENT, VIEW
modifyDate	Date	No	The most recent modification date of the ticket attachment (UNIX timestamp format).
modfiedBy	String	No	The username of the person who last modified the ticket attachment.

statusRoutes

List

No

Key or Attribute	Type	Mandatory?	Description
statusRouteUuid	UUID	No	Identifier of the status route
clientId	Number	No	Id of the client that owns the ticket
createdDate	Date	No	Date attachment was created
createdBy	String	No	User that created the attachment
labelId	Number	No	Id of routes label
typeId	Number	No	Id of the type of the route
statusId	Number	No	Id of the status for the route
modifyDate	Date	No	Date attachment was last changed
modfiedBy	String	No	User that last changed the attachment
labelName	String	No	Name of routes label
typeName	String	No	The routes type name
statusName	String	No	The routes status
statusDestName	String	No	The name of the next step in the route
statusDestOrder	Number	No	Numeric order of the status destination
requiredComment	Boolean	No	Flag marking if it is required.

fullNumber

String

No

Full display of the ticket number (for example, ATG-123).

permission

String

No

Indicates if the ticket is view only or editable (VIEW or EDIT).

createdDate

Date

No

The creation date of the ticket (UNIX timestamp format).

createdBy

String

No

The username of the person who created the ticket.

modifiedDate

Date

No

The most recent modification date of the ticket (UNIX timestamp format).

modifiedBy

String

No

The username of the person who last modified the ticket.

clientId

Number

No

Client ID

number

Number

No

A unique ticket number is assigned to the ticket within a client.

originalTicketNumber

String

No

A ticket number assigned to the ticket from the originating source, such as Salesforce.

accountName

String

No

Account name

agentName

String

No

Agent name

agentTeamName

String

Agent team name

Read a Ticket

#Request (JSON)
GET /ticketing/ticket/13753342
Host: localhost.com
Content-Type: application/json
Accept: application/json  

#Response
200 OK
Content-Type: application/json    

{
  "id": 13753342,
  "originalId": "12345678",
  "createdDate": 1732181142809,
  "createdBy": "apiSysAdmin",
  "modifiedDate": 1732181142809,
  "clientId": 284067,
  "name": "Doc_test1",
  "description": "Doc Test",
  "number": 2,
  "accountId": 4501934,
  "contact": "AppsChaos155",
  "agentId": 657813592,
  "agentTeamId": 17659,
  "dateDue": "1724385600000",
  "open": true,
  "statusId": 9244,
  "labelId": 7757,
  "priorityId": 8238,
  "typeId": 5940,
  "channel": "Call",
  "phone1": "+16283860818",
  "phone2": "+16283860819",
  "email": "example.1@nice.com",
  "reporter": "DOC",
  "slaDateDue": 1732195542809,
  "slaHours": 4,
  "comments": [],
  "attachments": [],
  "statusName": "Open",
  "labelName": "ATG",
  "priorityName": "Medium",
  "typeName": "General",
  "accountName": "Auto-import1988863",
  "ticketDetail": {
    "col1": "true",
    "col2": "123"
  },
  "agentName": "John Doe (JOHN)",
  "components": [
    {
      "id": 5458,
      "name": "Accounts"
    },
    {
      "id": 5459,
      "name": "Contacts"
    },
    {
      "id": 5460,
      "name": "Tickets"
    }
  ],
  "followers": [
    {
      "followerUuid": "9cbdcebe-5389-4b69-8ee7-a4788d29bfcd",
      "clientId": 284067,
      "createdDate": 1732181142895,
      "createdBy": "apiSysAdmin",
      "ticketId": 13753342,
      "baseId": 657813592,
      "followerType": "AGENT",
      "userName": "JOHN"
    }
  ],
  "links": [],
  "statusRoutes": [
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9244,
      "statusDestName": "Open",
      "statusDestOrder": 1,
      "requiredComment": false
    },
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9245,
      "statusDestName": "In Progress",
      "statusDestOrder": 2,
      "requiredComment": false
    },
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9246,
      "statusDestName": "On-Hold",
      "statusDestOrder": 3,
      "requiredComment": false
    },
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9247,
      "statusDestName": "Pending Customer",
      "statusDestOrder": 4,
      "requiredComment": false
    },
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9248,
      "statusDestName": "Closed",
      "statusDestOrder": 5,
      "requiredComment": true
    },
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9249,
      "statusDestName": "Duplicate",
      "statusDestOrder": 6,
      "requiredComment": false
    },
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9250,
      "statusDestName": "Cancelled",
      "statusDestOrder": 7,
      "requiredComment": true
    },
    {
      "clientId": 284067,
      "createdBy": "SRIU",
      "createdDate": 1725948231554,
      "statusId": 9244,
      "statusDestId": 9255,
      "statusDestName": "Review",
      "statusDestOrder": 8,
      "requiredComment": false
    }
  ],
  "permission": "EDIT",
  "viewList": [
    {
      "viewListId": "da6a5a4b-8e95-458e-a470-4dc65c86dfb0",
      "clientId": 284067,
      "parentType": "TICKET",
      "parentId": 13753342,
      "userId": 164875,
      "isAgent": false,
      "viewedDate": 1732182650247,
      "firstName": "Bhavana",
      "lastName": "Bendale",
      "userName": "Bbendale",
      "displayNames": true,
      "isSystemUser": false,
      "createdDate": 1732182650247,
      "createdBy": "Bbendale"
    }
  ]
}

CODE

Search Ticket

Description: Searches and lists ticket details that match the specified criteria.

User Roles: Sysadmin, Superuser, Manager, or Agent

Method: POST /ticketing/ticket

Parameters:

None

Body:

Key or Attribute

Type

Mandatory?

Description

id

Number

No

Ticket ID

start

Number

Yes

Required for pagination. It specifies the offset from 0, based on the count, from which to start listing.

limit

Number

Yes

Specifies the number of items to return to the list. There is a hard cap of 1000 items.

originalId

Number

No

A unique ID that is used to refer to the ticket within a client (freeform field).

createdDateStart Date No The start date of the date range to return ticket records that have a ‘createdDate’ as the same or after this date. It takes a UNIX timestamp format, such as 1577858400000 (in milliseconds).

createdDateEnd Date No The end date of the date range to return ticket records that have a 'createdDate' as the same or before this date. It takes a UNIX timestamp format, such as 1577858400000 (in milliseconds).

createdBy String No The username of the person who created the ticket.

modifiedDateStart Date No The start date of the date range to return ticket records that have a ‘modifiedDate’ as the same or after this date. It takes a UNIX timestamp format, such as 1577858400000 (in milliseconds).

modifiedDateEnd Date No The end date of the date range to return ticket records that have a 'modifiedDate' as the same or before this date. It takes a UNIX timestamp format, such as 1577858400000 (in milliseconds).

modifiedBy String No The username of the person who last modified the ticket.

name String No Ticket name

description String No Ticket description

originalTicketNumber String No A ticket number assigned to the ticket from the originating source, such as Salesforce.

number Number No A unique ticket number is assigned to the ticket within a client.

resolution String No Indicates whether a customer service request is resolved.

accountId Number No Account ID linked to the ticket.

notInAccountIds List<String> No Account ID that is not linked to the ticket (Includes records with null account IDs).

contact String No Contact ID

agentId Number No Agent ID

agentIds List<Number> No List of agent IDs

agentTeamId Number No Agent team ID

agentTeamIds List<Number> No List of agent team IDs

unassignedAgent Boolean No Specifies whether the ticket has a linked agent ID.

unassignedAgentTeam Boolean No Specifies whether the ticket has a linked agent team ID.

dateDueStart Date No The start date of the date range to return ticket records that have a ‘dueDate’ as the same or after this date. It takes a UNIX timestamp format, such as 1577858400000 (in milliseconds).

dateDueEnd Date No The end date of the date range to return ticket records that have a 'dueDate' as the same or before this date. It takes a UNIX timestamp format, such as 1577858400000 (in milliseconds).

open Boolean No Specifies whether the ticket is in the open state.

statusId Number No Status ID

statusIds List<Number> No List of status IDs

labelId Number No Label ID

labelIds List<Number> No List of Label IDs

labelName

String

No

Label of the ticket. For example, the CASE portion is the label name in the ticket CASE-1234.

Default Label: The CASE label is available by default in the ticketing section.
Custom Labels: These are available only if the administrative user adds them. For example, LVP, ACD, ATG, and so on.

priorityId Number No Priority ID

priorityIds List<Number> No List of priority IDs

typeId Number No Ticket type ID

typeIds List<Number> No List of ticket type IDs

channel

String

No

Source of the communication.

Default channels: These are available by default in the ticketing section. They are as follows: Call, Chat, Email, Mail, SMS, and Web.
Custom channels: These are available only if the administrative user adds them. For example, Fax, WhatsApp, and so on.

closedDateStart Date No The start date of the date range to return ticket records that have a ‘closedDate’ as the same or after this date. It takes a UNIX timestamp format, such as 1577858400000 (in milliseconds).

closedDateEnd Date No The end date of the date range to return ticket records that have a 'closedDate' as the same or before this date. It takes a UNIX timestamp format, such as 1577858400000 (in milliseconds).

phone1 String No The first phone number associated with the ticket.

phone2 String No The second phone number associated with the ticket.

email String No Email associated with the ticket.

reporter String No Name of the person who created a ticket.

slaDateDueStart Date No The start date of the date range to return ticket records that have a ‘sladDateDue’ as the same or after this date. It takes a UNIX timestamp format, such as 1577858400000 (in milliseconds).

slaDateDueEnd Date No The end date of the date range to return ticket records that have a 'sladDateDue' as the same or before this date. It takes a UNIX timestamp format, such as 1577858400000 (in milliseconds).

closedBeforeSla Date No Searches for tickets that have a ‘closedDate’ before the date entered.

resolvedTimeStart Date No The start date of the date range to return ticket records that have a ‘resolvedTime’ as the same or after this date. It takes a UNIX timestamp format, such as 1577858400000 (in milliseconds).

resolvedTimeEnd Date No The end date of the date range to return ticket records that have a 'resolvedTime' as the same or before this date. It takes a UNIX timestamp format, such as 1577858400000 (in milliseconds).

ticketFormId Number No The Ticket Form ID

openedTimeStart Date No The start date of the date range to return ticket records that have a ‘openedTime’ as the same or after this date. It takes a UNIX timestamp format, such as 1577858400000 (in milliseconds).

openedTimeEnd Date No The end date of the date range to return ticket records that have a 'openedTime' as the same or before this date. It takes a UNIX timestamp format, such as 1577858400000 (in milliseconds).

componentIds List<Number> No Searches for tickets that match any of the component IDs within the list.

ticketDetail

No

Attribute	Type	Mandatory	Description
col1	String	No	Custom field value
col2	String	No	Custom field value
col3	String	No	Custom field value
col4	String	No	Custom field value
.....
col99	String	No	Custom field value

fullNumber String No Full display of the ticket number (for example, ATG-123).

Response Code: 200 Ok

Body:

Key or Attribute

Type

Mandatory?

Description

originalId

Number

No

A unique ID that is used to refer to the ticket within a client (freeform field).

agentTeamId

Number

No

Agent ID

name

String

No

Ticket name

description

String

No

Ticket description

number

Number

No

A unique ticket number is assigned to the ticket within a client.

originalTicketNumber

String

No

A ticket number assigned to the ticket from the originating source, such as Salesforce.

resolution

String

No

Indicates if a customer service request is closed.

accountId

Number

No

Account ID

contact

String

No

Contact ID

agentId

Number

No

Agent ID

dateDue

Date

No

Due date of the ticket.

open

Boolean

No

Indicates whether the ticket is open.

statusId

Number

No

Ticket status ID

labelId

Number

No

Ticket label ID

priorityId

Number

No

Ticket priority ID

typeId

Number

No

Ticket type ID

channel

String

No

Source of the communication.

Default channels: These are available by default in the ticketing section. They are as follows: Call, Chat, Email, Mail, SMS, and Web.
Custom channels: These are available only if the administrative user adds them, such as fax, WhatsApp, and so on.

closedDate

Date

No

The date on which the ticket is closed.

phone1

String

No

The first phone number associated with the ticket.

phone2

String

No

The second phone number associated with the ticket.

email

String

No

Email associated with the ticket.

reporter

String

No

Name of the person who created a ticket.

slaDateDue

Date

No

Due date to resolve the customer issue.

slaHours

Number

No

Total number of hours to resolve the customer issue.

statusName

String

No

Status of the ticket.

Default status: The Open status is available by default in the ticketing section.
Custom status: These are available only if the administrative user adds them. For example, InProgress, On-Hold, Closed, and so on.

labelName

String

No

Label of the ticket. For example, the "CASE" portion is the label name in the ticket CASE-1234.

Default Label: The CASE label is available by default in the ticketing section.
Custom Labels: These are available only if the administrative user adds them. For example, LVP, ACD, ATG, and so on.

priorityName

String

No

Priority of the ticket.

Default Priority: The Medium priority is available by default in the ticketing section.
Custom Priorities: These are available only if the administrative user adds them. For example, High, Low, and so on.

typeName

String

No

Type of the ticket.

Default type: The All Fields type is available by default in the ticketing section.
Custom type: These are available only if the administrative user adds them. For example, Eng, Bug, and so on.

accountName

String

No

The account name associated with the ticket.

ticketDetail

No

Attribute	Type	Mandatory	Description
col1	String	No	Custom field value
col2	String	No	Custom field value
col3	String	No	Custom field value
col4	String	No	Custom field value
.....
col99	String	No	Custom field value

components

List

No

Key or Attribute	Type	Mandatory	Description
name	String	Yes	Component name

componentsIds

List

No

List of component IDs.

Key or Attribute	Type	Mandatory	Description
N/A	Number	No	Indicates the components of the ticket.

fullNumber

String

No

Full display of the ticket number (for example, ATG-123).

permission

String

No

Indicates whether the ticket is view only or editable (VIEW or EDIT).

Search a Ticket

#Request (JSON)
POST /ticketing/ticket
Host: localhost.com
Content-Type: application/json
Accept: application/json  

{
  "createdDateStart": 1732181142809,
  "id": "13753342",
  "createdDateEnd": 1732181142810,
  "start": 0,
  "limit": 1
}


#Response
200 OK
Content-Type: application/json 
   
[
  {
    "id": 13753342,
    "originalId": "12345678",
    "createdDate": 1732181142809,
    "createdBy": "apiSysAdmin",
    "modifiedDate": 1732184806722,
    "modifiedBy": "apiSysAdmin",
    "clientId": 284067,
    "name": "Doc_test1",
    "description": "Doc Test Updated Ticket",
    "number": 2,
    "accountId": 4501934,
    "contact": "AppsChaos155",
    "agentId": 657813592,
    "agentTeamId": 17659,
    "dateDue": "1724385600000",
    "open": true,
    "statusId": 9244,
    "labelId": 7757,
    "priorityId": 8238,
    "typeId": 5940,
    "channel": "Call",
    "phone1": "+16283860818",
    "phone2": "+16283860819",
    "email": "example.1@nice.com",
    "reporter": "DOC",
    "slaDateDue": 1732195542809,
    "slaHours": 4,
    "statusName": "Open",
    "labelName": "ATG",
    "priorityName": "Medium",
    "typeName": "General",
    "accountName": "Auto-import1988863",
    "ticketDetail": {
      "col1": "true",
      "col2": "123"
    },
    "agentName": "John Doe (JOHN)",
    "components": [
      {
        "id": 5458,
        "name": "Accounts"
      },
      {
        "id": 5460,
        "name": "Tickets"
      }
    ],
    "permission": "VIEW",
    "viewList": []
  }
]

CODE

Update Ticket

Description: Updates fields for an existing ticket.

User Roles: Sysadmin, Superuser, Manager, or Agent

Method: PUT /ticketing/ticket

Parameters:

None

Body:

Key or Attribute

Type

Mandatory?

Description

phone1

String

No

The first phone number associated with the ticket.

phone2

String

No

The second phone number associated with the ticket.

email

String

No

The email associated with the ticket.

ticketDetail

No

Attribute	Type	Mandatory	Description
col1	String	No	Custom field value
col2	String	No	Custom field value
col3	String	No	Custom field value
col4	String	No	Custom field value
.....
col99	String	No	Custom field value

componentsIds

List

No

List of component IDs.

Key or Attribute	Type	Mandatory	Description
N/A	Number	No	Indicates the components of the ticket.

Response Code: 200 OK

Body:

Key or Attribute Type Mandatory? Description

id

Number

Yes

Ticket ID

originalId

Number

No

A unique ID that is used to refer to the ticket within a client (freeform field).

agentTeamId

Number

No

Agent team ID

name

String

No

Ticket name

description

String

No

Ticket description

resolution

String

No

Indicates whether a customer service request is resolved.

accountId

Number

No

Account ID

contact

String

No

Contact ID

agentId

Number

No

Agent ID

dateDue

Date

No

Due date of the ticket.

open

Boolean

No

Indicates whether the ticket is open.

statusId

Number

No

Ticket status ID

labelId

Number

No

Ticket label ID

priorityId

Number

No

Ticket priority ID

typeId

Number

No

Ticket type ID

channel

String

No

Source of the communication:

Default channels: These are available by default in the ticketing section. They are as follows: Call, Chat, Email, Mail, SMS, and Web.
Custom channels: These are available only if the administrative user adds them. For example, Fax, WhatsApp, and so on.

closedDate

Date

No

The date on which the ticket is closed.

phone1

String

No

The first phone number associated with the ticket.

phone2

String

No

The second phone number associated with the ticket.

email

String

No

Email associated with the ticket.

reporter

String

No

Name of the person who created a ticket.

slaDateDue

Date

No

Due date to resolve the customer issue.

slaHours

Number

No

Total number of hours to resolve the customer issue.

statusName

String

No

Status of the ticket:

Default status: The Open status is available by default in the ticketing section.
Custom status: These are available only if the administrative user adds them. For example, InProgress, On-Hold, Closed, and so on.

labelName

String

No

Label of the ticket. For example, the "CASE" portion is the label name in the ticket CASE-1234:

Default Label: The CASE label is available by default in the ticketing section.
Custom Labels: These are available only if the administrative user adds them. For example, LVP, ACD, ATG, and so on.

priorityName

String

No

Priority of the ticket:

Default Priority: The Medium priority is available by default in the ticketing section.
Custom Priorities: These are available only if the administrative user adds them. For example, High, Low, and so on.

typeName

String

No

Type of ticket:

Default type: The All Fields type is available by default in the ticketing section.
Custom type: These are available only if the administrative user adds them. For example, Eng, Bug, and so on.

ticketDetail

No

Attribute	Type	Mandatory	Description
col1	String	No	Custom field value
col2	String	No	Custom field value
col3	String	No	Custom field value
col4	String	No	Custom field value
.....
col99	String	No	Custom field value

components

List

No

Key or Attribute	Type	Mandatory	Description
id	Number	Yes	Component ID
name	String	Yes	Component name

followers

List

No

Followers of the ticket.

Key or Attribute	Type	Mandatory	Description
followerUuid	String	No	Universally Unique Identifier (UUID) of the follower.
clientId	Number	No	Client ID
createdDate	Date	No	The ticket creation date (UNIX timestamp format).
createdBy	String	No	The username of the person who created the ticket.
ticketId	Number	No	Ticket ID
followerType	String	No	The follower type can be agent or user
userName	String	No	Name of the agent or user.

fullNumber

String

No

Full display of the ticket number (for example, ATG-123).

permission

String

No

Indicates whether the ticket is view only or editable (VIEW or EDIT).

createdDate

Date

No

The creation date of the ticket (UNIX timestamp format).

createdBy

String

No

The username of the person who created the ticket.

modifiedDate

Date

No

The most recent modification date of the ticket (UNIX timestamp format).

modifiedBy

String

No

The username of the person who last modified the ticket.

clientId

Number

No

Client ID.

number

Number

No

The unique ticket number that is assigned to the ticket within a client.

originalTicketNumber

String

No

A ticket number assigned to the ticket from the originating source, such as Salesforce.

accountName

String

No

Account name

agentName

String

No

Agent name

agentTeamName

String

Agent team name

Update a Ticket

#Request (JSON)
PUT /ticketing/ticket
Host: localhost.com
Content-Type: application/json
Accept: application/json  

{
  "id": 13753342,
  "name": "Doc_test1",
  "originalId": "12345678",
  "agentTeamId": 17659,
  "description": "Doc Test Updated Ticket",
  "accountId": "4501934",
  "contact": "AppsChaos155",
  "agentId": 657813592,
  "dateDue": "1724390889124",
  "statusId": 9244,
  "labelId": 7757,
  "priorityId": 8238,
  "typeId": 5940,
  "channel": "Call",
  "phone1": "+16283860818",
  "phone2": "+16283860819",
  "email": "example.1@nice.com",
  "reporter": "DOC",
  "ticketDetail": {
    "col1": "true",
    "col2": "123"
  },
  "componentIds": [
    5458,
    5460
  ]
}


#Response
200 OK
Content-Type: application/json    

{
  "id": 13753342,
  "originalId": "12345678",
  "createdDate": 1732181142809,
  "createdBy": "apiSysAdmin",
  "modifiedDate": 1732184806722,
  "modifiedBy": "apiSysAdmin",
  "clientId": 284067,
  "name": "Doc_test1",
  "description": "Doc Test Updated Ticket",
  "number": 2,
  "accountId": 4501934,
  "contact": "AppsChaos155",
  "agentId": 657813592,
  "agentTeamId": 17659,
  "dateDue": "1724385600000",
  "open": true,
  "statusId": 9244,
  "labelId": 7757,
  "priorityId": 8238,
  "typeId": 5940,
  "channel": "Call",
  "phone1": "+16283860818",
  "phone2": "+16283860819",
  "email": "example.1@nice.com",
  "reporter": "DOC",
  "slaDateDue": 1732195542809,
  "slaHours": 4,
  "attachments": [],
  "statusName": "Open",
  "labelName": "ATG",
  "priorityName": "Medium",
  "typeName": "General",
  "accountName": "Auto-import1988863",
  "ticketDetail": {
    "col1": "true",
    "col2": "123"
  },
  "agentName": "John Doe (JOHN)",
  "components": [
    {
      "id": 5458,
      "name": "Accounts"
    },
    {
      "id": 5460,
      "name": "Tickets"
    }
  ],
  "updatedFields": [
    "modifiedBy",
    "id",
    "originalId",
    "name",
    "description",
    "accountId",
    "contact",
    "agentId",
    "agentTeamId",
    "dateDue",
    "statusId",
    "labelId",
    "priorityId",
    "typeId",
    "channel",
    "phone1",
    "phone2",
    "email",
    "reporter",
    "ticketDetail",
    "componentIds",
    "slaDateDue",
    "ticketDetail.col1",
    "ticketDetail.col2"
  ],
  "followers": [
    {
      "followerUuid": "9cbdcebe-5389-4b69-8ee7-a4788d29bfcd",
      "clientId": 284067,
      "createdDate": 1732181142895,
      "createdBy": "apiSysAdmin",
      "ticketId": 13753342,
      "baseId": 657813592,
      "followerType": "AGENT",
      "userName": "JOHN"
    }
  ],
  "links": [],
  "statusRoutes": [
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9244,
      "statusDestName": "Open",
      "statusDestOrder": 1,
      "requiredComment": false
    },
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9245,
      "statusDestName": "In Progress",
      "statusDestOrder": 2,
      "requiredComment": false
    },
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9246,
      "statusDestName": "On-Hold",
      "statusDestOrder": 3,
      "requiredComment": false
    },
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9247,
      "statusDestName": "Pending Customer",
      "statusDestOrder": 4,
      "requiredComment": false
    },
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9248,
      "statusDestName": "Closed",
      "statusDestOrder": 5,
      "requiredComment": true
    },
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9249,
      "statusDestName": "Duplicate",
      "statusDestOrder": 6,
      "requiredComment": false
    },
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9250,
      "statusDestName": "Cancelled",
      "statusDestOrder": 7,
      "requiredComment": true
    },
    {
      "clientId": 284067,
      "createdBy": "SRIU",
      "createdDate": 1725948231554,
      "statusId": 9244,
      "statusDestId": 9255,
      "statusDestName": "Review",
      "statusDestOrder": 8,
      "requiredComment": false
    }
  ],
  "permission": "EDIT"
}

CODE

Update Ticket Account

Description: Associates an account with the ticket.

User Roles: Sysadmin, Superuser, Manager, or Agent

Method: PUT /ticketing/ticket/account

Parameters:

None

Body:

Key or Attribute	Type	Mandatory?	Description
id	Number	Yes	Ticket ID
accountId	Number	No	Account ID to be associated with the ticket.

Response Code: 200 OK

Body:

Key or Attribute

Type

Mandatory?

Description

id

Number

Yes

Ticket ID

originalId

Number

No

A unique ID that is used to refer to the ticket within a client (freeform field).

agentTeamId

Number

No

Agent team ID

name

String

No

Ticket name

description

String

No

Ticket description

number

Number

No

A unique ticket number that is assigned to the ticket within a client.

originalTicketNumber

String

No

A ticket number assigned to the ticket from the originating source, such as Salesforce.

resolution

String

No

Indicates whether a customer service request is resolved.

accountId

Number

No

Account ID

contact

String

No

Contact ID

agentId

Number

No

Agent ID

dateDue

Date

No

Due date of the ticket.

open

Boolean

No

Indicates whether the ticket is open.

statusId

Number

No

Ticket status ID

labelId

Number

No

Ticket label ID

priorityId

Number

No

Ticket priority ID

typeId

Number

No

Ticket type ID

channel

String

No

Source of the communication.

Default channels: These are available by default in the ticketing section. They are as follows: Call, Chat, Email, Mail, SMS, and Web.
Custom channels: These are available only if the administrative user adds them. For example, Fax, WhatsApp, and so on.

closedDate

Date

No

The date on which the ticket is closed.

phone1

String

No

The first phone number associated with the ticket.

phone2

String

No

The second phone number associated with the ticket.

email

String

No

The email associated with the ticket.

reporter

String

No

Name of the person who created the ticket.

slaDateDue

Date

No

Due date to resolve the customer issue.

slaHours

Number

No

Total number of hours to resolve the customer issue.

statusName

String

No

Status of the ticket:

Default status: The Open staus is available by default in the ticketing section.
Custom status: These are available only if the administrative user adds them. For example, InProgress, On-Hold, Closed, and so on.

labelName

String

No

Label of the ticket. For example, the "CASE" portion is the label name in the ticket CASE-1234:

Default Label: The CASE label is available by default in the ticketing section.
Custom Labels: These are available only if the administrative user adds them. For example, LVP, ACD, ATG, and so on.

priorityName

String

No

Priority of the ticket:

Default Priority: The Medium priority is available by default in the ticketing section.
Custom Priorities: These are available only if the administrative user adds them. For example, High, Low, and so on.

typeName

String

No

Type of ticket:

Default type: The All Fields type is available by default in the ticketing section.
Custom type: These are available only if the administrative user adds them. For example, Eng, Bug, and so on.

accountName

String

No

The account name associated with the ticket.

ticketDetail

No

Attribute	Type	Mandatory	Description
col1	String	No	Custom field value
col2	String	No	Custom field value
col3	String	No	Custom field value
col4	String	No	Custom field value
.....
col99	String	No	Custom field value

components

List

No

Key or Attribute	Type	Mandatory	Description
name	String	Yes	Component name

componentsIds

List

No

List of component IDs.

Key or Attribute	Type	Mandatory	Description
N/A	Number	No	Indicates the components of the ticket.

fullNumber

String

No

Full display of ticket number (for example, ATG-123)

permission

String

No

Indicates if the ticket is view only or editable (VIEW or EDIT).

Update a Ticket with Account

#Request (JSON)
PUT /ticketing/ticket/account
Host: localhost.com
Content-Type: application/json
Accept: application/json  

{
  "id": 13753342,
  "accountId": "112"
}

#Response
200 OK
Content-Type: application/json    

{
  "id": 13753342,
  "originalId": "12345678",
  "createdDate": 1732181142809,
  "createdBy": "apiSysAdmin",
  "modifiedDate": 1732527539864,
  "modifiedBy": "apiSysAdmin",
  "clientId": 284067,
  "name": "Doc_test1",
  "description": "Doc Test Updated Ticket",
  "number": 2,
  "accountId": 112,
  "contact": "AppsChaos155",
  "agentId": 657813592,
  "agentTeamId": 17659,
  "dateDue": "1724385600000",
  "open": true,
  "statusId": 9244,
  "labelId": 7757,
  "priorityId": 8238,
  "typeId": 5940,
  "channel": "Call",
  "phone1": "+16283860818",
  "phone2": "+16283860819",
  "email": "example.1@nice.com",
  "reporter": "DOC",
  "slaDateDue": 1732195542809,
  "slaHours": 4,
  "attachments": [],
  "statusName": "Open",
  "labelName": "ATG",
  "priorityName": "Medium",
  "typeName": "General",
  "ticketDetail": {
    "col1": "true",
    "col2": "123"
  },
  "agentName": "John Doe (JOHN)",
  "components": [
    {
      "id": 5458,
      "name": "Accounts"
    },
    {
      "id": 5460,
      "name": "Tickets"
    }
  ],
  "updatedFields": [
    "modifiedBy",
    "accountId"
  ],
  "followers": [
    {
      "followerUuid": "9cbdcebe-5389-4b69-8ee7-a4788d29bfcd",
      "clientId": 284067,
      "createdDate": 1732181142895,
      "createdBy": "apiSysAdmin",
      "ticketId": 13753342,
      "baseId": 657813592,
      "followerType": "AGENT",
      "userName": "JOHN"
    }
  ],
  "links": [],
  "statusRoutes": [
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9244,
      "statusDestName": "Open",
      "statusDestOrder": 1,
      "requiredComment": false
    },
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9245,
      "statusDestName": "In Progress",
      "statusDestOrder": 2,
      "requiredComment": false
    },
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9246,
      "statusDestName": "On-Hold",
      "statusDestOrder": 3,
      "requiredComment": false
    },
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9247,
      "statusDestName": "Pending Customer",
      "statusDestOrder": 4,
      "requiredComment": false
    },
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9248,
      "statusDestName": "Closed",
      "statusDestOrder": 5,
      "requiredComment": true
    },
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9249,
      "statusDestName": "Duplicate",
      "statusDestOrder": 6,
      "requiredComment": false
    },
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9250,
      "statusDestName": "Cancelled",
      "statusDestOrder": 7,
      "requiredComment": true
    },
    {
      "clientId": 284067,
      "createdBy": "SRIU",
      "createdDate": 1725948231554,
      "statusId": 9244,
      "statusDestId": 9255,
      "statusDestName": "Review",
      "statusDestOrder": 8,
      "requiredComment": false
    }
  ],
  "permission": "EDIT"
}

CODE

Update Ticket Contact

Description: Associates a contact with the ticket.

User Roles: Sysadmin, Superuser, Manager, or Agent

Method: PUT /ticketing/ticket/contacts

Parameters:

None

Body:

Key or Attribute	Type	Mandatory?	Description
id	Number	Yes	Ticket ID
contact	String	Yes	Contact ID associated with the ticket.

Response Code: 200 OK

Body:

Key or Attribute

Type

Mandatory?

Description

id

Number

Yes

Ticket ID

originalId

Number

No

A unique ID that is used to refer to the ticket within a client (freeform field).

agentTeamId

Number

No

Agent team ID

name

String

No

Ticket name

description

String

No

Ticket description

number

Number

No

A unique ticket number that is assigned to the ticket within a client.

originalTicketNumber

String

No

A ticket number that is assigned to the ticket from the originating source, such as Salesforce.

resolution

String

No

Indicates whether a customer service request is resolved.

accountId

Number

No

Account ID

contact

String

No

Contact ID

agentId

Number

No

Agent ID

dateDue

Date

No

Due date of the ticket.

open

Boolean

No

Indicates whether the ticket is open.

statusId

Number

No

Ticket status ID

labelId

Number

No

Ticket label ID

priorityId

Number

No

Ticket priority ID

typeId

Number

No

Ticket type ID

channel

String

No

Source of the communication:

Default channels: These are available by default in the ticketing section. They are as follows: Call, Chat, Email, Mail, SMS, and Web.
Custom channels: These are available only if the administrative user adds them. For example, Fax, WhatsApp, and so on.

closedDate

Date

No

The date on which the ticket is closed.

phone1

String

No

The first phone number associated with the ticket.

phone2

String

No

The second phone record associated with the ticket.

email

String

No

Email associated with the ticket.

reporter

String

No

Name of the person who created the ticket.

slaDateDue

Date

No

Due date to resolve the customer issue.

slaHours

Number

No

Total number of hours to resolve the customer issue.

statusName

String

No

Status of the ticket:

Default status: The Open status is available by default in the ticketing section.
Custom status: These are available only if the administrative user adds them. For example, InProgress, On-Hold, Closed, and so on.

labelName

String

No

Label of the ticket. For example, the CASE portion is the label name in the ticket CASE-1234.

Default Label: The CASE label is available by default in the ticketing section.
Custom Labels: These are available only if the administrative user adds them. For example, LVP, ACD, ATG, and so on.

priorityName

String

No

Priority of the ticket:

Default Priority: The Medium priority is available by default in the ticketing section.
Custom Priorities: These are available only if the administrative user adds them. For example, High, Low, and so on.

typeName

String

No

Type of the ticket.

Default type: The All Fields type is available by default in the ticketing section.
Custom type: These are available only if the administrative user adds them. For example, Eng, Bug, and so on.

accountName

String

No

The account name associated with the ticket.

ticketDetail

No

Attribute	Type	Mandatory	Description
col1	String	No	Custom field value
col2	String	No	Custom field value
col3	String	No	Custom field value
col4	String	No	Custom field value
.....
col99	String	No	Custom field value

components

List

No

Key or Attribute	Type	Mandatory	Description
name	String	Yes	Component name

componentsIds

List

No

List of component IDs

Key or Attribute	Type	Mandatory	Description
N/A	Number	No	Indicates the components of the ticket.

fullNumber

String

No

Full display of the ticket number (For example, ATG-123).

permission

String

No

Indicates whether the ticket is view only or editable (VIEW or EDIT).

Update a Ticket with Contact

#Request (JSON)
PUT /ticketing/ticket/contacts
Host: localhost.com
Content-Type: application/json
Accept: application/json  

{
  "id": 13753342,
  "contact": "123"
}

#Response
200 OK
Content-Type: application/json    

{
  "id": 13753342,
  "originalId": "12345678",
  "createdDate": 1732181142809,
  "createdBy": "apiSysAdmin",
  "modifiedDate": 1732528531770,
  "modifiedBy": "apiSysAdmin",
  "clientId": 284067,
  "name": "Doc_test1",
  "description": "Doc Test Updated Ticket",
  "number": 2,
  "accountId": 112,
  "contact": "123",
  "agentId": 657813592,
  "agentTeamId": 17659,
  "dateDue": "1724385600000",
  "open": true,
  "statusId": 9244,
  "labelId": 7757,
  "priorityId": 8238,
  "typeId": 5940,
  "channel": "Call",
  "phone1": "+16283860818",
  "phone2": "+16283860819",
  "email": "example.1@nice.com",
  "reporter": "DOC",
  "slaDateDue": 1732195542809,
  "slaHours": 4,
  "attachments": [],
  "statusName": "Open",
  "labelName": "ATG",
  "priorityName": "Medium",
  "typeName": "General",
  "ticketDetail": {
    "col1": "true",
    "col2": "123"
  },
  "agentName": "John Doe (JOHN)",
  "components": [
    {
      "id": 5458,
      "name": "Accounts"
    },
    {
      "id": 5460,
      "name": "Tickets"
    }
  ],
  "updatedFields": [
    "modifiedBy",
    "contact"
  ],
  "followers": [
    {
      "followerUuid": "9cbdcebe-5389-4b69-8ee7-a4788d29bfcd",
      "clientId": 284067,
      "createdDate": 1732181142895,
      "createdBy": "apiSysAdmin",
      "ticketId": 13753342,
      "baseId": 657813592,
      "followerType": "AGENT",
      "userName": "JOHN"
    }
  ],
  "links": [],
  "statusRoutes": [
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9244,
      "statusDestName": "Open",
      "statusDestOrder": 1,
      "requiredComment": false
    },
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9245,
      "statusDestName": "In Progress",
      "statusDestOrder": 2,
      "requiredComment": false
    },
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9246,
      "statusDestName": "On-Hold",
      "statusDestOrder": 3,
      "requiredComment": false
    },
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9247,
      "statusDestName": "Pending Customer",
      "statusDestOrder": 4,
      "requiredComment": false
    },
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9248,
      "statusDestName": "Closed",
      "statusDestOrder": 5,
      "requiredComment": true
    },
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9249,
      "statusDestName": "Duplicate",
      "statusDestOrder": 6,
      "requiredComment": false
    },
    {
      "clientId": 284067,
      "createdDate": 1725918715107,
      "statusId": 9244,
      "statusDestId": 9250,
      "statusDestName": "Cancelled",
      "statusDestOrder": 7,
      "requiredComment": true
    },
    {
      "clientId": 284067,
      "createdBy": "SRIU",
      "createdDate": 1725948231554,
      "statusId": 9244,
      "statusDestId": 9255,
      "statusDestName": "Review",
      "statusDestOrder": 8,
      "requiredComment": false
    }
  ],
  "permission": "EDIT"
}

CODE

Ticket Attachments

The Ticket Attachment methods allow you to manipulate the ticket attachments. This includes being able to download, list, and delete the attachments.

Delete Ticket Attachment

Description: Deletes an attachment from the ticket.

User Roles: Sysadmin, Superuser, Manager, or Agent

Method: DELETE /ticketing/attachment/{id}

Parameters:

Key or Attribute	Type	Mandatory?	Description
id	Number	Yes	Attachment ID

Body:

None

Response Code: 204 No Content

Body:

None

Delete an attachment

#Request (JSON)
DELETE /ticketing/attachment/398705
Host: localhost.com
Content-Type: application/json
Accept: application/json  

#Response
204 No Content

CODE

Download Ticket Attachment

Description: Downloads an attachment to the ticket.

User Roles: Sysadmin, Superuser, Manager, or Agent

Method: GET /ticketing/attachment/{id}

Parameters:

Key or Attribute	Type	Mandatory?	Description
id	Number	Yes	Attachment ID

Body:

None

Response Code: 200 OK

Body:

[Data]

Download an attachment

#Request (JSON)
GET /ticketing/attachment/398706
Host: localhost.com
Content-Type: application/json
Accept: application/json  


#Response
200 OK
[DATA]

CODE

List Ticket Attachments

Description: Lists the attachments of a ticket.

User Roles: Sysadmin, Superuser, Manager, or Agent

Method: GET /ticketing/attachment/list/{id}

Parameters:

None

Body:

Key or Attribute	Type	Mandatory?	Description
id	Number	Yes	Ticket ID

Response Code: 200 OK

Body:

Key or Attribute

Type

Mandatory?

Description

List

Attribute	Type	Mandatory	Description
id	Number	Yes	Attachment ID
fileName	String	Yes	Name of attachment.
parentId	Number	Yes	The primary key of a parent record.
parentType	String	No	Type of parent ID. For all ticketing requests, the value is `TICKET.`
createdDate	Date	No	The creation date of the ticket attachment (UNIX timestamp format).
createdBy	String	No	The username of the person who created the ticket attachment.
modifiedDate	Date	No	The most recent modification date of the ticket attachment (UNIX timestamp format).
modifiedBy	String	No	The username of the person who last modified the ticket attachment.

List ticket attachments

#Request (JSON)
GET /ticketing/attachment/list/13753342
Host: localhost.com
Content-Type: application/json
Accept: application/json  

#Response
200 OK
Content-Type: application/json    

[
  {
    "id": 398705,
    "clientId": 284067,
    "fileName": "Agent_Get_the_APP.png",
    "parentId": 13753342,
    "parentType": "TICKET",
    "createdDate": 1732529452151,
    "createdBy": "SRIA",
    "modifiedDate": 1732529452151
  },
  {
    "id": 398706,
    "clientId": 284067,
    "fileName": "client_code.png",
    "parentId": 13753342,
    "parentType": "TICKET",
    "createdDate": 1732529470635,
    "createdBy": "SRIA",
    "modifiedDate": 1732529470635
  },
  {
    "id": 398707,
    "clientId": 284067,
    "fileName": "ADN_Settings.png",
    "parentId": 13753342,
    "parentType": "TICKET",
    "createdDate": 1732529486031,
    "createdBy": "SRIA",
    "modifiedDate": 1732529486031
  }
]

CODE

Ticket Comments

The Ticket Comments methods allow you to manipulate the ticket comments. This includes being able to add, update, list, and delete the comments.

Add Ticket Comment

Description: Adds a comment to a ticket.

User Roles: Sysadmin, Superuser, Manager, or Agent

Method: POST /ticketing/ticket/comment

Parameters:

None

Body:

Key or Attribute	Type	Mandatory?	Description
parentId	Number	Yes	The primary key of a parent record.
description	String	Yes	The comment
viewPublic	Boolean	No	Indicates whether the comment should be public. Defaults to False within the ticket if empty.

Response Code: 201 Created

Body:

Key or Attribute	Type	Mandatory?	Description
id	Number	Yes	The ID of the newly created comment.

Add a comment to the ticket

#Request (JSON)
POST /ticketing/ticket/comment
Host: localhost.com
Content-Type: application/json
Accept: application/json  

{
  "parentId": 13753342,
  "description": "What is the ETA",
  "viewPublic": true
}

#Response
201 Created
Content-Type: application/json    

{
  "id": "4280269"
}

CODE

Delete Ticket Comment

Description: Deletes a comment on a ticket.

User Roles: Sysadmin, Superuser, Manager, or Agent

Method: DELETE /ticketing/ticket/comment/{id}

Parameters:

Key or Attribute	Type	Mandatory?	Description
id	Number	Yes	The comment ID

Body:

None

Response Code: 204 No Content

Body:

None

Delete a ticket comment

#Request (JSON)
DELETE /ticketing/ticket/comment/4280269
Host: localhost.com
Content-Type: application/json
Accept: application/json  

#Response
204 No Content

CODE

List Ticket Comments

Description: Lists all the comments on a ticket.

User Roles: Sysadmin, Superuser, Manager, or Agent

Method: GET /ticketing/ticket/comment/{id}

Parameters:

Key or Attribute	Type	Mandatory?	Description
id	Number	Yes	Ticket ID

Body:

None

Response Code: 200 OK

Body:

Key or Attribute

Type

Mandatory?

Description

List

Key or Attribute	Type	Mandatory	Description
id	Number	Yes	Attachment ID
parentId	String	Yes	The primary key of a parent record.
description	String	No	The comment
clientId	Number	No	Client ID
createdDate	Date	No	The creation date of the ticket comment (UNIX timestamp format).
createdBy	String	No	The username of the person who created the ticket comment.
modifiedDate	Date	No	The most recent modification date of the ticket comment (UNIX timestamp format).
modifiedBy	String	No	The username of the person who last modified the ticket comment.
parentType	String	No	Type of parent ID. For all ticketing requests, the value is `TICKET.`
originalTicketId	Number	No	Freeform field
viewPublic	Boolean	No	Indicates whether the comment is public.

List Ticket Comments

#Request (JSON)
GET /ticketing/ticket/comment/13753342
Host: localhost.com
Content-Type: application/json
Accept: application/json  

#Response
200 OK
Content-Type: application/json    

[
  {
    "id": 4280266,
    "createdDate": 1732597108856,
    "createdBy": "SRIA",
    "clientId": 284067,
    "modifiedDate": 1732597108856,
    "parentType": "TICKET",
    "parentId": 13753342,
    "description": "Any update on this?",
    "viewPublic": false
  },
  {
    "id": 4280267,
    "createdDate": 1732597185309,
    "createdBy": "SRIA",
    "clientId": 284067,
    "modifiedDate": 1732597725786,
    "modifiedBy": "SRIA",
    "parentType": "TICKET",
    "parentId": 13753342,
    "description": "Customer update",
    "viewPublic": true
  },
  {
    "id": 4280269,
    "createdDate": 1732597981932,
    "createdBy": "apiSysAdmin",
    "clientId": 284067,
    "modifiedDate": 1732597981932,
    "parentType": "TICKET",
    "parentId": 13753342,
    "description": "What is the ETA",
    "viewPublic": true
  }
]

CODE

Update Ticket Comment

Description: Updates a comment on a ticket.

User Roles: Sysadmin, Superuser, Manager, or Agent

Method: PUT /ticketing/ticket/comment

Parameters:

None

Body:

Key or Attribute	Type	Mandatory?	Description
id	Number	Yes	Comment ID
description	String	Yes	The comment
parentId	Number	Yes	The primary key of a parent record.
parentType	String	Yes	Type of parent ID. For all ticketing requests, the value is `TICKET`.
viewPublic	Boolean	Yes	Indicates whether the comment should be public.

Response Code: 200 OK

Body:

None

Update a Ticket Comment

#Request (JSON)
PUT /ticketing/ticket/comment
Host: localhost.com
Content-Type: application/json
Accept: application/json  

{
  "id": "4280269",
  "parentId": 13753342,
  "description": "Please mention the ETA",
  "parentType": "TICKET",
  "viewPublic": false
}


#Response
200 OK

CODE

Ticket Fields

The Ticket Fields methods allow the listing of various ticket fields.

List Channels

Description: Lists the channel options for a client.

User Roles: Sysadmin, Superuser, Manager, or Agent

Method: GET /ticketing/ticket/channels?name={name}&deleted={true}

Parameters:

None

Body:

Key or Attribute	Type	Mandatory?	Description
name	String	No	Name of the channel.
deleted	Boolean	No	Indicates whether the channel record has been deleted from the client.

Response Code: 200 OK

Body:

Key or Attribute

Type

Mandatory?

Description

List

Attribute	Type	Mandatory	Description
id	Number	No	ID of the channel.
name	String	Yes	Name of the channel.
level	Number	No	The numeric level of the channel.
deleted	Boolean	No	Indicates whether the channel is deleted.
clientId	Number	No	Client ID
createdDate	Date	No	The creation date of the label (UNIX timestamp format ).
createdBy	String	No	The username of the person who created the label.
modifiedDate	Date	No	The most recent modification date of the label (UNIX timestamp format).
modifiedBy	String	No	The username of the person who last modified the label.

totalCount

Number

Yes

Total count of records found

List Channels

#Request (JSON)
GET /ticketing/ticket/channels?name=call&deleted=false
Host: localhost.com
Content-Type: application/json
Accept: application/json  

#Response
200 OK
Content-Type: application/json    
{
  "data": [
    {
      "id": 1432,
      "clientId": 284067,
      "level": 1,
      "name": "Call",
      "deleted": false,
      "createdDate": 1725918715086,
      "createdBy": "automated defaults",
      "modifiedDate": 1725918715086,
      "modifiedBy": "automated defaults"
    }
  ],
  "totalCount": 1
}

CODE

List Components

Description: Lists all components for labels.

User Roles: Sysadmin, Superuser, Manager, or Agent

Method: GET /ticketing/ticket/components?name= {{ticketComponentsName}} &delete=false

Parameters:

Key or Attribute	Type	Mandatory?	Description
name	String	No	Name of component
delete	Boolean	No	Indicates whether the component record has been deleted from the client.

Body:

None

Response Code: 200 OK

Body:

Key or Attribute	Type	Mandatory	Description
id	Number	Yes	Component ID
name	String	Yes	Name of component.
level	Number	No	Level of component record.
deleted	Boolean	No	Indicates whether the component record is deleted.
labelId	Number	No	The label ID associated with the component.

List Components

#Request (JSON)
GET /ticketing/ticket/components?name=Contacts&delete=false
Host: localhost.com
Content-Type: application/json
Accept: application/json  

#Response
200 OK
Content-Type: application/json    
[
  {
    "id": 5459,
    "clientId": 284067,
    "name": "Contacts",
    "labelId": 7757,
    "level": 2,
    "createdDate": 1725947952039,
    "createdBy": "SRIU",
    "modifiedDate": 1725947952039,
    "deleted": false,
    "public": true
  }
]

CODE

List Custom Fields

Description: List all custom fields for a client.

User Roles: Sysadmin, Superuser, Manager, or Agent

Method: GET /ticketing/ticket/fields/custom

Parameters:

None

Body:

None

Response Code: 200 Ok

Body:

Key or Attribute

Type

Mandatory?

Description

List

No

Key or Attribute	Type	Mandatory	Description
id	Long	Yes	Custom field ID
field	String	Yes	The name of the custom field
dataType	String	Yes	Data type of the custom field (NUMBER, STRING, DATE, BOOLEAN, LIST)
label	String	Yes	String value used for UI display
systemField	Boolean	No	Indicates whether the field is a system-level field.
entity	String	No	Type of entity set in LVP
operationType	String	No	Not used
encrypted	Boolean	No	Indicates whether the field is encrypted.
customized	Boolean	No	Not used.

List Custom fields

#Request (JSON)
GET /ticketing/ticket/fields/custom
Host: localhost.com
Content-Type: application/json
Accept: application/json  

#Response
200 OK
Content-Type: application/json    

[
  {
    "field": "COL1",
    "dataType": "BOOLEAN",
    "entity": "TICKETING",
    "id": 154529,
    "label": " Ticket-Boolean",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": false,
    "customizable": false
  },
  {
    "field": "COL10",
    "dataType": "LIST",
    "entity": "TICKETING",
    "id": 154456,
    "label": "Ticket-List1",
    "operationType": "unknown",
    "encrypted": false,
    "listTypeData": [
      {
        "value": "1",
        "oldValue": "1"
      },
      {
        "value": "2",
        "oldValue": "2"
      },
      {
        "value": "3",
        "oldValue": "3"
      },
      {
        "value": "4",
        "oldValue": "4"
      }
    ],
    "systemField": false,
    "customizable": false
  },
  {
    "field": "COL11",
    "dataType": "NUMBER",
    "entity": "TICKETING",
    "id": 154421,
    "label": "Ticket-Number2",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": false,
    "customizable": false
  },
  {
    "field": "COL12",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 154492,
    "label": "Ticket-String2",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": false,
    "customizable": false
  },
  {
    "field": "COL13",
    "dataType": "DATE",
    "entity": "TICKETING",
    "id": 154499,
    "label": "Ticekt-Date2",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": false,
    "customizable": false
  },
  {
    "field": "COL14",
    "dataType": "LIST",
    "entity": "TICKETING",
    "id": 154520,
    "label": "Ticket-List",
    "operationType": "unknown",
    "encrypted": false,
    "listTypeData": [
      {
        "value": "Create",
        "oldValue": "Create"
      },
      {
        "value": "Follow",
        "oldValue": "Follow"
      },
      {
        "value": "Update",
        "oldValue": "Update"
      }
    ],
    "systemField": false,
    "customizable": false
  },
  {
    "field": "COL15",
    "dataType": "NUMBER",
    "entity": "TICKETING",
    "id": 154523,
    "label": "Ticket-CustomNumber",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": false,
    "customizable": false
  },
  {
    "field": "COL16",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 154422,
    "label": "Ticket-CustomString",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": false,
    "customizable": false
  },
  {
    "field": "COL17",
    "dataType": "DATE",
    "entity": "TICKETING",
    "id": 154423,
    "label": "Ticket-CustomDate",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": false,
    "customizable": false
  },
  {
    "field": "COL18",
    "dataType": "BOOLEAN",
    "entity": "TICKETING",
    "id": 154472,
    "label": "Ticket-CustomBoolean",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": false,
    "customizable": false
  },
  {
    "field": "COL19",
    "dataType": "LIST",
    "entity": "TICKETING",
    "id": 154446,
    "label": "Ticket-CustomList",
    "operationType": "unknown",
    "encrypted": false,
    "listTypeData": [
      {
        "value": "ACD",
        "oldValue": "ACD"
      },
      {
        "value": "APPS",
        "oldValue": "APPS"
      },
      {
        "value": "ATG",
        "oldValue": "ATG"
      },
      {
        "value": "LVP",
        "oldValue": "LVP"
      }
    ],
    "systemField": false,
    "customizable": false
  },
  {
    "field": "COL2",
    "dataType": "NUMBER",
    "entity": "TICKETING",
    "id": 154514,
    "label": "Ticket-Number-Custom",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": false,
    "customizable": false
  },
  {
    "field": "COL3",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 154403,
    "label": "Ticket-String",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": false,
    "customizable": false
  },
  {
    "field": "COL4",
    "dataType": "DATE",
    "entity": "TICKETING",
    "id": 154528,
    "label": "Ticket-Date",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": false,
    "customizable": false
  },
  {
    "field": "COL5",
    "dataType": "BOOLEAN",
    "entity": "TICKETING",
    "id": 154521,
    "label": "Ticket-Boolean",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": false,
    "customizable": false
  },
  {
    "field": "COL6",
    "dataType": "NUMBER",
    "entity": "TICKETING",
    "id": 154481,
    "label": "Ticket-Number1",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": false,
    "customizable": false
  },
  {
    "field": "COL7",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 154522,
    "label": "Ticket-String1",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": false,
    "customizable": false
  },
  {
    "field": "COL8",
    "dataType": "DATE",
    "entity": "TICKETING",
    "id": 154527,
    "label": "Ticket-Date1",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": false,
    "customizable": false
  },
  {
    "field": "COL9",
    "dataType": "BOOLEAN",
    "entity": "TICKETING",
    "id": 154404,
    "label": "Ticket-Boolean1",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": false,
    "customizable": false
  },
  {
    "field": "SECURE1",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 154489,
    "label": "Ticket-R&W",
    "operationType": "unknown",
    "encrypted": true,
    "systemField": false,
    "customizable": false
  },
  {
    "field": "SECURE2",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 154493,
    "label": "Ticket-R",
    "operationType": "unknown",
    "encrypted": true,
    "systemField": false,
    "customizable": false
  },
  {
    "field": "SECURE3",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 154411,
    "label": "Ticket-W",
    "operationType": "unknown",
    "encrypted": true,
    "systemField": false,
    "customizable": false
  },
  {
    "field": "SECURE4",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 154524,
    "label": "Ticket-No",
    "operationType": "unknown",
    "encrypted": true,
    "systemField": false,
    "customizable": false
  },
  {
    "field": "SECURE5",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 154463,
    "label": "Ticket-R&W",
    "operationType": "unknown",
    "encrypted": true,
    "systemField": false,
    "customizable": false
  }
]

CODE

List Labels

Description: Lists the label options for a client.

User Roles: Sysadmin, Superuser, Manager, or Agent

Method: GET /ticketing/ticket/labels

Parameters:

Key or Attribute	Type	Mandatory?	Description
name	String	No	Name of label
deleted	Boolean	No	Indicates whether a label is deleted from the client.
ignorePermissions	Boolean	Yes	Indicates if the user has permission to see the labels.

Body:

None

Response Code: 200 OK

Body:

Key or Attribute

Type

Mandatory?

Description

data

List

Attribute	Type	Mandatory	Description
id	Number	Yes	Label ID
name	String	Yes	Name of the label .
level	Number	No	Label level
fullName	String	No	Full name of the label (no abbreviations).
description	String	No	Description of the label.
deleted	Boolean	No	Indicates whether the label is deleted.
isDefault	Boolean	No	Indicates whether the label is a default label.
createdDate	Date	No	The creation date of the label (UNIX timestamp format ).
createdBy	String	No	The username of the person who created the label.
modifiedDate	Date	No	The most recent modification date of the label (UNIX timestamp format).
modifiedBy	String	No	The username of the person who last modified the label.
public	Boolean	No	Indicates whether the label is public.
clientId	Number	No	Client ID

totalCount

Number

No

Total count of records found.

List Labels

#Request (JSON)
Get /ticketing/ticket/labels?ignorePermissions=true&deleted=false
Host: localhost.com
Content-Type: application/json
Accept: application/json  

#Response
200 OK
Content-Type: application/json    

{
  "data": [
    {
      "id": 7752,
      "clientId": 284067,
      "name": "CASE",
      "level": 1,
      "createdDate": 1725918715111,
      "modifiedDate": 1725918715111,
      "isDefault": false,
      "deleted": false,
      "public": true
    },
    {
      "id": 7757,
      "clientId": 284067,
      "name": "ATG",
      "level": 2,
      "createdDate": 1725947911548,
      "createdBy": "SRIU",
      "modifiedDate": 1725947911548,
      "isDefault": false,
      "deleted": false,
      "public": true
    },
    {
      "id": 7758,
      "clientId": 284067,
      "name": "LVP",
      "level": 3,
      "createdDate": 1725947923876,
      "createdBy": "SRIU",
      "modifiedDate": 1725947923876,
      "isDefault": false,
      "deleted": false,
      "public": true
    },
    {
      "id": 7759,
      "clientId": 284067,
      "name": "ACD",
      "level": 4,
      "createdDate": 1725947928434,
      "createdBy": "SRIU",
      "modifiedDate": 1725947928434,
      "isDefault": false,
      "deleted": false,
      "public": true
    }
  ],
  "totalCount": 4
}

CODE

List Priorities

Description: Lists the priority options for a client.

User Roles: Sysadmin, Superuser, Manager, or Agent

Method: GET /ticketing/ticket/priorities

Parameters:

None

Body:

None

Response Code: 200 OK

Body:

Key or Attribute

Type

Mandatory?

Description

List

Key or Attribute	Type	Mandatory	Description
id	Number	Yes	Priority ID
name	String	Yes	Name of the priority.
defaultDueDateHours	Number	No	Default value of hours to use for calculating the due date.
level	Number	No	Indicates the priority level.
slaHours	Number	No	Number of Service Level Agreements ( SLA) hours for the priority.
deleted	Boolean	No	Indicates whether the priority is deleted.
includeSaturday	Boolean	No	Indicates whether to include Saturday for SLA date calculation.
includeSunday	Boolean	No	Indicates whether to include Sunday for SLA date calculation.
isDefault	Boolean	No	Indicates whether the priority is the default.
clientId	Number	No	Client ID
createdDate	Date	No	The creation date of the priority (UNIX timestamp format).
createdBy	String	No	The username of the person who created the priority.
modifiedDate	Date	No	The most recent modification date of the priority (UNIX timestamp format).
modifiedBy	String	No	The username of the person who last modified the priority.
public	Boolean	No	Indicates whether the priority is publicly accessible.

totalCount

Number

No

Total count of records found

List Priorities

#Request (JSON)
GET /ticketing/ticket/priorities
Host: localhost.com
Content-Type: application/json
Accept: application/json

#Response
200 OK
Content-Type: application/json    

{
  "data": [
    {
      "id": 8237,
      "clientId": 284067,
      "name": "High",
      "defaultDueDateHours": 24,
      "level": 1,
      "createdDate": 1725918715107,
      "modifiedDate": 1725948203971,
      "modifiedBy": "SRIU",
      "isDefault": false,
      "deleted": false,
      "slaHours": 2,
      "includeSaturday": true,
      "includeSunday": false,
      "public": true
    },
    {
      "id": 8238,
      "clientId": 284067,
      "name": "Medium",
      "defaultDueDateHours": 48,
      "level": 2,
      "createdDate": 1725918715107,
      "modifiedDate": 1725948209988,
      "modifiedBy": "SRIU",
      "isDefault": false,
      "deleted": false,
      "slaHours": 4,
      "includeSaturday": false,
      "includeSunday": true,
      "public": true
    },
    {
      "id": 8239,
      "clientId": 284067,
      "name": "Low",
      "defaultDueDateHours": 72,
      "level": 3,
      "createdDate": 1725918715107,
      "modifiedDate": 1725948184075,
      "modifiedBy": "SRIU",
      "isDefault": false,
      "deleted": false,
      "slaHours": 10,
      "includeSaturday": false,
      "includeSunday": false,
      "public": true
    },
    {
      "id": 8244,
      "clientId": 284067,
      "name": "Blocker",
      "level": 4,
      "createdDate": 1725948168678,
      "createdBy": "SRIU",
      "modifiedDate": 1725948736019,
      "modifiedBy": "SRIU",
      "isDefault": false,
      "deleted": false,
      "slaHours": 1,
      "includeSaturday": true,
      "includeSunday": true,
      "public": true
    }
  ],
  "totalCount": 4
}

CODE

List Standard Fields

Description: Lists all standard fields for a client.

User Roles: Sysadmin, Superuser, Manager, or Agent

Method: GET /ticketing/ticket/fields/standard

Parameters:

None

Body:

None

Response Code: 200 OK

Body:

Key or Attribute

Type

Mandatory?

Description

List

No

Key or Attribute	Type	Mandatory	Description
id	Long	Yes	Field ID
field	String	Yes	Name of the field.
dataType	String	Yes	Data type of the field (NUMBER, STRING, DATE, BOOLEAN, LIST).
label	String	Yes	String value used for UI display.
systemField	Boolean	No	Indicates whether the field is a system-level field.
entity	String	No	Data object type
operationType	String	No	Not used.
encrypted	Boolean	No	Indicates whether the field is encrypted.
customized	Boolean	No	Custom field flag.

List Standard fields

#Request (JSON)
GET /ticketing/ticket/fields/standard
Host: localhost.com
Content-Type: application/json
Accept: application/json  

#Response
201 Created
Content-Type: application/json    

[
  {
    "field": "accountName",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 18176,
    "label": "Account",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "agentId",
    "dataType": "NUMBER",
    "entity": "TICKETING",
    "id": 18177,
    "label": "Agent",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "agentName",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 31317,
    "label": "Agent Name",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "agentTeamId",
    "dataType": "NUMBER",
    "entity": "TICKETING",
    "id": 18178,
    "label": "Agent Team",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "agentTeamName",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 31318,
    "label": "Agent Team Name",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "attachments",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 18179,
    "label": "Attachments",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "channel",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 18180,
    "label": "Channel",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "closedDate",
    "dataType": "DATE",
    "entity": "TICKETING",
    "id": 18181,
    "label": "Closed Date",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "comments",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 18182,
    "label": "Comments",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "componentName",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 23932,
    "label": "Component",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "contact",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 18183,
    "label": "Contact",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "createdBy",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 18184,
    "label": "Created By",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "createdDate",
    "dataType": "DATE",
    "entity": "TICKETING",
    "id": 18185,
    "label": "Created Date",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "dateDue",
    "dataType": "DATE",
    "entity": "TICKETING",
    "id": 18186,
    "label": "Due Date",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "description",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 18187,
    "label": "Description",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "DESCRIPTIONBRIEF",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 18188,
    "label": "Brief Description",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "email",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 18201,
    "label": "Email",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "followers",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 41277,
    "label": "Followers",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "fullNumber",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 31319,
    "label": "Ticket Number",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "history",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 18189,
    "label": "History",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "labelName",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 18190,
    "label": "Label",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "modifiedBy",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 18191,
    "label": "Modified By",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "modifiedDate",
    "dataType": "DATE",
    "entity": "TICKETING",
    "id": 18192,
    "label": "Modified Date",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "name",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 18193,
    "label": "Subject",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "number",
    "dataType": "NUMBER",
    "entity": "TICKETING",
    "id": 18194,
    "label": "Number",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "originalId",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 18195,
    "label": "Original Id",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "originalTicketNumber",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 18196,
    "label": "Original Number",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "phone1",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 18202,
    "label": "Phone1",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "phone2",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 18203,
    "label": "Phone2",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "priorityName",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 18197,
    "label": "Priority",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "reporter",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 18204,
    "label": "Reporter",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "resolution",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 18198,
    "label": "Resolution",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "slaDateDue",
    "dataType": "DATE",
    "entity": "TICKETING",
    "id": 18205,
    "label": "Sla Due Date",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "statusName",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 18199,
    "label": "Status",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "ticketFormId",
    "dataType": "NUMBER",
    "entity": "TICKETING",
    "id": 23931,
    "label": "Ticket Form Id",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "typeName",
    "dataType": "STRING",
    "entity": "TICKETING",
    "id": 18200,
    "label": "Type",
    "operationType": "unknown",
    "encrypted": false,
    "systemField": true,
    "customizable": false
  },
  {
    "field": "dateDueInDays",
    "dataType": "NUMBER",
    "label": "Due Date in Days",
    "systemField": true
  },
  {
    "field": "createdDateInDays",
    "dataType": "NUMBER",
    "label": "Created Date in Days",
    "systemField": true
  },
  {
    "field": "modifiedDateInDays",
    "dataType": "NUMBER",
    "label": "Modified Date in Days",
    "systemField": true
  },
  {
    "field": "closedDateInDays",
    "dataType": "NUMBER",
    "label": "Closed Date in Days",
    "systemField": true
  },
  {
    "field": "slaDateDueInDays",
    "dataType": "NUMBER",
    "label": "Sla Due Date in Days",
    "systemField": true
  },
  {
    "field": "accountId",
    "dataType": "LIST",
    "label": "Account",
    "systemField": true
  },
  {
    "field": "statusId",
    "dataType": "LIST",
    "label": "Status",
    "systemField": true
  },
  {
    "field": "labelId",
    "dataType": "LIST",
    "label": "Label",
    "systemField": true
  },
  {
    "field": "priorityId",
    "dataType": "LIST",
    "label": "Priority",
    "systemField": true
  },
  {
    "field": "typeId",
    "dataType": "LIST",
    "label": "Type",
    "systemField": true
  }
]

CODE

List Status

Description: Lists the status options for a client.

User Roles: Sysadmin, Superuser, Manager, or Agent

Method: GET /ticketing/ticket/statuses

Parameters:

Key or Attribute	Type	Mandatory?	Description
name	String	No	Name of the status.
deleted	Boolean	No	Indicates whether to include deleted statuses.

Body:

None

Response Code: 200 OK

Body:

Key or Attribute

Type

Mandatory?

Description

data

List

Key or Attribute	Type	Mandatory	Description
id	Number	Yes	Status ID
name	String	Yes	Name of the status
requiredComment	Boolean	No	Indicates whether a comment is required with the status.
level	Number	No	Status level
resolution	Boolean	No	Indicates whether there has been a resolution for this status.
deleted	Boolean	No	Indicates whether the record has been deleted.
isDefault	Boolean	No	indicates whether the record is in default status.

totalCount

Number

Yes

Total count of records found.

List Status

#Request (JSON)
GET /ticketing/ticket/statuses
Host: localhost.com
Content-Type: application/json
Accept: application/json  

#Response
200 OK
Content-Type: application/json    
{
  "data": [
    {
      "id": 9244,
      "clientId": 284067,
      "name": "Open",
      "requiredComment": false,
      "level": 1,
      "createdDate": 1725918715107,
      "modifiedDate": 1725918715107,
      "isDefault": false,
      "resolution": false,
      "deleted": false,
      "public": true
    },
    {
      "id": 9245,
      "clientId": 284067,
      "name": "In Progress",
      "requiredComment": false,
      "level": 2,
      "createdDate": 1725918715107,
      "modifiedDate": 1725918715107,
      "isDefault": false,
      "resolution": false,
      "deleted": false,
      "public": true
    },
    {
      "id": 9246,
      "clientId": 284067,
      "name": "On-Hold",
      "requiredComment": false,
      "level": 3,
      "createdDate": 1725918715107,
      "modifiedDate": 1725918715107,
      "isDefault": false,
      "resolution": false,
      "deleted": false,
      "public": true
    },
    {
      "id": 9247,
      "clientId": 284067,
      "name": "Pending Customer",
      "requiredComment": false,
      "level": 4,
      "createdDate": 1725918715107,
      "modifiedDate": 1725918715107,
      "isDefault": false,
      "resolution": false,
      "deleted": false,
      "public": true
    },
    {
      "id": 9248,
      "clientId": 284067,
      "name": "Closed",
      "requiredComment": true,
      "level": 5,
      "createdDate": 1725918715107,
      "modifiedDate": 1725918715107,
      "isDefault": false,
      "resolution": true,
      "deleted": false,
      "public": true
    },
    {
      "id": 9249,
      "clientId": 284067,
      "name": "Duplicate",
      "requiredComment": false,
      "level": 6,
      "createdDate": 1725918715107,
      "modifiedDate": 1725918715107,
      "isDefault": false,
      "resolution": true,
      "deleted": false,
      "public": true
    },
    {
      "id": 9250,
      "clientId": 284067,
      "name": "Cancelled",
      "requiredComment": true,
      "level": 7,
      "createdDate": 1725918715107,
      "modifiedDate": 1725918715107,
      "isDefault": false,
      "resolution": true,
      "deleted": false,
      "public": true
    },
    {
      "id": 9255,
      "clientId": 284067,
      "name": "Review",
      "requiredComment": false,
      "level": 8,
      "createdDate": 1725948231554,
      "createdBy": "SRIU",
      "modifiedDate": 1725948231554,
      "isDefault": false,
      "resolution": false,
      "deleted": false,
      "public": true
    }
  ],
  "totalCount": 8
}

CODE

List Ticket Types

Description: Lists the types of options for a client.

User Roles: Sysadmin, Superuser, Manager, or Agent

Method: GET /ticketing/ticket/types

Parameters:

None

Body:

None

Response Code: 200 OK

Body:

Key or Attribute

Type

Mandatory?

Description

List

Key or Attribute	Type	Mandatory	Description
id	Number	Yes	Ticket type ID
name	String	Yes	Name of the ticket type.
level	Number	No	Display the order of the ticket type on the UI.
deleted	Boolean	No	Indicates whether the record has been deleted.
isDefault	Boolean	No	Indicates whether it is a default type.
clientId	Number	No	Client ID
createdDate	Date	No	The creation date of the ticket type (UNIX timestamp format ).
createdBy	String	No	The username of the person who created the ticket type.
modifiedDate	Date	No	The most recent modification date of the ticket type (UNIX timestamp format).
modifiedBy	String	No	The username of the person who last modified the ticket type.
public	Boolean	No	Indicates whether the ticket type is publicly accessible.

totalCount

Number

No

Total count of the records found.

List Ticket Types

#Request (JSON)
GET /ticketing/ticket/types
Host: localhost.com
Content-Type: application/json
Accept: application/json  

#Response
200 OK
Content-Type: application/json    

{
  "data": [
    {
      "id": 5940,
      "clientId": 284067,
      "name": "General",
      "level": 1,
      "createdDate": 1725918715093,
      "modifiedDate": 1725918715093,
      "deleted": false,
      "public": true,
      "isDefault": false
    },
    {
      "id": 5945,
      "clientId": 284067,
      "name": "Bug",
      "level": 2,
      "createdDate": 1725948243625,
      "createdBy": "SRIU",
      "modifiedDate": 1725948243625,
      "deleted": false,
      "public": true,
      "isDefault": false
    },
    {
      "id": 5946,
      "clientId": 284067,
      "name": "All Fields",
      "level": 3,
      "createdDate": 1725948249141,
      "createdBy": "SRIU",
      "modifiedDate": 1725948249141,
      "deleted": false,
      "public": true,
      "isDefault": false
    }
  ],
  "totalCount": 3
}

CODE

Errors

For more information, see the Errors section on the REST APIs page.

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Ticketing API

Introduction

User Roles

API Methods

Ticket

Create Ticket

Delete Ticket

Read Ticket

Search Ticket

Update Ticket

Update Ticket Account

Update Ticket Contact

Ticket Attachments

Delete Ticket Attachment

Download Ticket Attachment

List Ticket Attachments

Ticket Comments

Add Ticket Comment

Delete Ticket Comment

List Ticket Comments

Update Ticket Comment

Ticket Fields

List Channels

List Components

List Custom Fields

List Labels

List Priorities

List Standard Fields

List Status

List Ticket Types

Errors

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