Ticket

With the Ticket API, you can manage inquiries from your customers. When a new ticket is submitted, your agents and customers can start a conversation within it.

Resource representation

The following table shows the list of properties in a ticket resource.

Property name	Type	Description
id	int	The unique ID of the ticket.
project	int	The unique ID of a Desk project where the agent belongs. Desk projects have their own corresponding Sendbird application on a one-to-one basis.
channelName	string	The name of the ticket.
channelUrl	string	The channel URL of the ticket from Sendbird Chat platform. The value of tickets from social networks will be generated arbitrarily by Desk.
createdAt	string	The date and time when the ticket was created, in ISO 8601 format.
closedAt	string	The date and time when the ticket was closed, in ISO 8601 format.
issuedAt	string	The date and time when the customer sent the first message, in ISO 8601 format.
durationTime	int	The time in seconds taken from a customer's first message to ticket closing.
pendingTime	int	The time in seconds taken from a customer's first message to ticket assignment.
conversationTime	int	The time in seconds taken from a customer's first message to the last message of the conversation.
customer	nested object	An object that contains the information of the customer.
status2	string	The status of the ticket. This property has been updated from the previous version status to be consistent with the ticket status on the Sendbird Dashboard. Valid values are limited to the following: - INITIALIZED: tickets whose conversation has been started with welcome messages, but when there is no reply from the corresponding customer. - PROACTIVE: tickets whose conversation has been started with proactive messages, but when there is no reply from the corresponding customer. - PENDING: tickets that haven't been assigned to any agent yet. - ACTIVE: tickets that are assigned to agents and under the interactions. - CLOSED: closed tickets whose interaction between the agent and customer is ended. - WORK_IN_PROGRESS: tickets that are yet to be closed for any number of reasons but which can be ACTIVE once the conversation between the agent and customer is started. - IDLE: tickets whose customer hasn't replied for a set amount of time after the agent's last response.
closeStatus	string	The reason why the ticket has been closed. Valid values are limited to the following: - NOT_CLOSED: indicates the ticket is not closed yet. - CLOSED_BY_SYSTEM: indicates the ticket was closed by the API. - CLOSED_BY_CUSTOMER: indicates the ticket was closed by the customer. - CLOSED_BY_ADMIN: indicates the ticket was closed by an admin. - CLOSED_BY_AGENT: indicates the ticket was closed by an agent. - CLOSED_BUT_NOT_DEFINED (deprecated): indicates the closed ticket but the subject who closed it is unknown.
recentAssignment	nested object	The detailed information about the last assignment.
closeComment	string	The comment left for ticket closing.
closeMessage	string	The message for ticket closing, which is sent instead of the default closing message set in Settings > Triggers of your dashboard.
info	string	The information of a ticket such as subject and the requester given upon its creation.
messageCount	int	The total count of the messages in the ticket.
lastMessage	string	The last message of the ticket.
lastMessageSender	string	The sender of the last message. Valid values are CUSTOMER, AGENT, and PLATFORM.
lastMessageAt	string	The date and time when the last message was sent, in ISO 8601 format.
lastUserMessageSender	string	The sender of the last text message except for the admin messages from Desk Platform. Valid values are CUSTOMER and AGENT.
lastUserMessageAt	string	The date and time when the customer sent the last message, in ISO 8601 format.
updatedAt	string	The date and time when the ticket information was last updated, in ISO 8601 format.
firstAssignmentToCloseTime	int	The time in seconds taken from the first assignment of a ticket to ticket closing.
firstResponseTime	int	The time in seconds taken from a customer’s first message to an agent’s first response.
channelType	string	A channel type that indicates which channel the ticket belongs to. Valid values are SENDBIRD, SENDBIRD_IOS, SENDBIRD_ANDROID, SENDBIRD_JAVASCRIPT, FACEBOOK_CONVERSATION, FACEBOOK_FEED, TWITTER_STATUS, TWITTER_DIRECT_MESSAGE_EVENT, INSTAGRAM_COMMENT, and WHATSAPP_MESSAGE.
data	string	The information related to tickets from social networks.
lastSeenAt	int	The timestamp when the customer first read the last message in the ticket, in Unix millisecond. The value of 0 indicates the customer hasn't read the last message yet. This property is applicable for tickets from Facebook only.
group	nested object	The group which this ticket belongs to.
customFields[]	array	An array of key-value custom fields that indicates additional information about the ticket. This property can have up to 20 custom fields.
customerSatisfactionScore	int	The customer satisfaction score. Valid values are 1 to 5, inclusive.
customerSatisfactionComment	string	The feedback from a customer about the support within the ticket.
priority	string	The priority of the ticket. Valid values are LOW, MEDIUM, HIGH, and URGENT. When it comes to ticket assignment with the auto ticket routing function, a ticket with a higher priority takes precedence over others.
priorityValue	int	The priority value of the ticket. Valid values are 10, 20, 30, and 40, which indicate Low, Medium, High, and Urgent in the `priority`, respectively. The value can be set in increments of 10, and the higher the priority, the higher the value will be.
relatedChannel	nested object	The information of channels in Sendbird Chat platform that are related to this ticket.

Actions

API endpoints are relative to the base URL allocated to your application. In this page, the /tickets endpoint refers to https://desk-api-{application_id}.sendbird.com/platform/v1/tickets.

Note: If you want to know your application ID, sign in to your dashboard, go to the Settings > Application > General, and then check the Application ID.

It's recommended that the parameter values in API URLs be urlencoded, such as {ticket_id}.

List of actions

Action	HTTP request
List tickets	`GET` /tickets Retrieves a list of tickets all tickets in the application.
View a ticket	`GET` /tickets/{ticket_id} Retrieves information on a specific ticket.
Create a ticket	`POST` /tickets Creates a ticket.
Update a ticket	`PATCH` /tickets/{ticket_id} Updates a ticket's priority and URLs of the related channels.
Update custom fields of a ticket	`PATCH` /tickets/{ticket_id}/custom_fields Updates custom fields of a specific ticket.
Close a ticket	`PATCH` /tickets/{ticket_id}/close Closes a ticket.
Reopen a closed ticket	`PATCH` /tickets/{ticket_id}/reopen Reopens a closed ticket.
Transfer a ticket to an agent	`POST` /tickets/{ticket_id}/transfer Transfers tickets from an agent to another agent.
Transfer tickets to a group	`POST` /tickets/transfer_to_group Transfers tickets with a specific status to a specific team.
Cancel assignment of a ticket	`PATCH` /tickets/{ticket_id}/cancel Cancels assignment of a specific ticket from an agent.
Update CSAT data of a closed ticket	`PATCH` tickets/{ticket_id}/csat Updates a CSAT score and comment of a closed ticket.

List tickets

Retrieves a list of all tickets in the application.

HTTP request

GET https://desk-api-{application_id}.sendbird.com/platform/v1/tickets

Parameters

The following table lists the parameters that this action supports.

Optional

Parameter name	Type	Description
limit	int	Specifies the number of results to return per page. Acceptable values are 1 to 500, inclusive. (Default: 50)
offset	int	Specifies the number of results to skip when receiving a response. The value of `offset` is also used as the starting index of each page. Acceptable values are 0 to 10,000, inclusive. (Default: 0)
status2	string	Restricts the search scope to only retrieve tickets whose status matches the specified value. You can also specify multiple `status2` items like `status2=IDLE&status2=PENDING`. Acceptable values are limited to the following: - INITIALIZED: tickets whose conversation has been started with welcome messages, but when there is no reply from the corresponding customer. - PROACTIVE: tickets whose conversation has been started with proactive messages, but when there is no reply from the corresponding customer. - PENDING: tickets that haven't been assigned to any agent yet. - ACTIVE: tickets that are assigned to agents and under the interactions. - CLOSED: closed tickets whose interaction between the agent and customer is ended. - WORK_IN_PROGRESS: tickets that are yet to be closed for any number of reasons but which can be ACTIVE once the conversation between the agent and customer is started. - IDLE: tickets whose customer hasn't replied for a set amount of time after the agent's last response.
agent	string	Specifies the unique ID of an agent to restrict the search scope to only retrieve tickets assigned to a specific agent.
group	string	Restricts the search scope to only retrieve tickets assigned to the specified team.
sendbird_id	string	Restricts the search scope to only retrieve tickets submitted by a customer with a specified Sendbird ID.
q	string	Restricts the search scope to retrieve up to 100 tickets that match a specified keyword. The specified keyword is applied to the following: channel names, and customers' display names and Sendbird IDs. For example, `q=cindy` retrieves tickets whose channel name, or a customer's display name or Sendbird ID includes `cindy`.
assignment_status	string	Restricts the search scope to only retrieve tickets whose assignment status matches the specified value. Acceptable values are limited to the following: - NOT_RESPONDED: tickets whose assignee hasn’t responded yet. - RESPONDED: tickets whose assignee responded. - IDLE: tickets whose assignee responded, but when there is no reply from the corresponding customer for a set amount of time. Once the customer replies, its assignment status will be changed to NOT_RESPONDED.
channel_url	string	Restricts the search scope to only retrieve tickets related to a specified channel URL.
updated_since	date	Specifies a starting date that restricts the search scope to retrieve tickets that have been updated after the point, in YYYY-MM-DD format.
start_date	date	Specifies a starting date that restricts the search scope to retrieve tickets created between start_date and end_date, in YYYY-MM-DD format.
end_date	date	Specifies an ending date that restricts the search scope to retrieve tickets created between start_date and end_date, in YYYY-MM-DD format.
order	string	Specifies the method to sort a list of results. Acceptable values are limited to the following: - id (default): sorts by ticket ID in ascending order. - -id: sorts by ticket ID in descending order. - created_at: sorts by the time of ticket creation in ascending order. - -created_at: sorts by the time of ticket creation in descending order.

Query string example

?limit=20&offset=40

Response

If successful, this action returns a list of ticket resources in the response body.

Status: 200 OK

{
    "count": 523,
    "previous": "https://desk-api-xxxxxxxx-xxxx-xxxx-xxxxxxxxxxxx.sendbird.com/platform/v1/tickets?limit=20&offset=20",
    "next": "https://desk-api-xxxxxxxx-xxxx-xxxx-xxxxxxxxxxxx.sendbird.com/platform/v1/tickets?limit=20&offset=60",
    "results":[
        {
            "id": 3351,
            "project": 13,
            "channelName": "Issue #818",
            "createdAt": "2020-03-21T06:52:51.374823Z",
            "channelUrl": "sendbird_group_channel_730883_973004c40cc0c881e603b61ba5dab3ce17a2a",
            "closedAt": "2020-03-21T07:16:14.995451Z",
            "issuedAt": "2020-03-21T06:52:55.701744Z",
            "durationTime": 36898079,
            "pendingTime": 0,
            "conversationTime": 36838815,
            "customer": {
                "id": 680,
                "sendbirdId": "hi_duskan",
                "channelType": "SENDBIRD",
                "project": 13,
                "createdAt": "2020-03-12T05:25:35.055635Z",
                "memo": null,
                "displayName": "Duskan",
                "photoThumbnailUrl": "https://sendbird.com/main/img/profiles/profile_duskan.png",
                "customFields": []
            },
            "closeStatus": "CLOSED_BY_ADMIN",
            "recentAssignment": {
                "id": 8177,
                "assignedTicket": 3351,
                "agent": {
                    "id": 28,
                    "displayName": "Angel_Mike",
                    "project": 13,
                    "user": 13,
                    "sendbirdId": "sendbird_desk_agent_id_319bf388-3e97-4245-870e-2653f2e9ecb0",
                    "role": "AGENT",
                    "createdAt": "2020-03-12T05:30:35.504014Z",
                    "status": "ACTIVE",
                    "connection": "ONLINE",
                    "email": "mike.angel@sendbird.com",
                    "photoThumbnailUrl": "https://file.sendbird.com/profile_images/mike_vacation.png",
                    "connectionUpdatedAt": "2020-08-13T04:31:28.653651Z",
                    "tier": "EXPERT"
                },
                "assignedAt": "2020-03-21T06:52:55.993589Z",
                "responsedAt": "2020-03-21T06:53:02.526407Z",   // This property will be deprecated soon. Use `respondedAt` instead.
                "respondedAt": "2020-03-21T06:53:02.526407Z",
                "endedAt": "2020-03-21T07:16:14.995469Z",
                "status": "IDLE",
                "responseTime": 5
            },
            "closeComment": "This idle ticket has been closed automatically by Sendbird Desk",
            "info": "{\"ticket\":{\"subject\":\"Issue #818\",\"requester\":{\"name\":\"Duskan\",\"email\":\"hi_duskan\"}}}",
            "messageCount": 6,
            "lastMessage": "This ticket is closed by sbdesk.",
            "lastMessageSender": "PLATFORM",
            "lastMessageAt": "2020-03-21T07:16:15.385722Z",
            "lastUserMessageSender": "AGENT",
            "lastUserMessageAt": "2020-03-21T07:14:11.284000Z",
            "lastMessageMembers": "[]",
            "updatedAt": "2020-02-14T02:16:57.646078Z",
            "lastMessagePayload": null,
            "firstAssignmentToCloseTime": 1399,
            "firstResponseTime": 590484,
            "channelType": "SENDBIRD",
            "data": "{}",
            "lastSeenAt": 0,
            "group": {
                "id": 51,
                "name": "Sales",
                "key": null,
                "project": 13,
                "createdAt": "2019-06-20T04:57:58.743091Z",
                "createdBy": 27,
                "description": "Sales related tickets are assigned to this time."
            },
            "customFields": [],
            "customerSatisfactionScore": null,
            "customerSatisfactionComment": null,
            "priority": "URGENT",
            "priorityValue": 40,
            "status2": "CLOSED",
            "relatedChannels": null
        },
        ... # More tickets
    ]
}

List of response properties

Property name	Type	Description
count	int	The total count of tickets registered in the application.
previous	string	The URL to retrieve the previous page in the result set.
next	string	The URL to retrieve the next page in the result set.
results[]	list	A list of tickets.

Error

In the case of an error, an error object like below is returned. See the error code table for more details.

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{
    "message": "An internal error has occurred.",
    "code": 500500,
    "error": true
}

On this page

Resource representation Actions List tickets View a ticket Create a ticket Update a ticket Update custom fields of a ticket Close a ticket Transfer a ticket to an agent Reopen a closed ticket Transfer tickets to a group Cancel assignment of a ticket Update CSAT data of a closed ticket Search tickets Send a ticket closure confirmation