Ticket refers to a unit of a customer's inquiry, forming the basis of all features and functionalities of Sendbird Desk. On this page, you can find how to create, retrieve, close, and display tickets on a client app.
Note: Every ticket has a corresponding group channel in the Chat SDK because the messages within a ticket are managed by Sendbird Chat.
Create a ticket
Implement the Ticket.create() method to create a new ticket on the Desk server either before or after a customer's initial message. Once created, you can retrieve the information of the ticket and its group channel in the ticket.channel property through the callback from the server. When a customer sends the first message, the ticket is assigned to an available agent by the Desk server while messages are sent and received through the Chat SDK.
Ticket.create(TICKET_TITLE, USER_NAME, (ticket, error) => {
if (error) {
// Handle error.
}
// The ticket.channel property indicates the group channel object within the ticket.
});
Note: Until a customer sends the first message, agents can't see the ticket on the Sendbird Dashboard.
You can also append additional information like a ticket's priority or related channel URLs by passing several arguments to the corresponding parameters.
List of arguments
Ticket.create(TICKET_TITLE, USER_NAME, GROUP_KEY, CUSTOM_FIELDS, PRIORITY, RELATED_CHANNEL_URLS,BOT_KEY, (ticket, error) => {
if (error) {
// Handle error.
}
// The ticket.channel property indicates the group channel object within the ticket.
});
Arguments
Required
Type
Description
TICKET_TITLE
string
Specifies the title of the ticket.
USER_NAME
string
Specifies the name of a user who submits or receives the ticket.
Optional
Type
Description
GROUP_KEY
string
Specifies the unique key of a team for the assignment of the ticket.
CUSTOM_FIELDS
[String: String]
Specifies additional information of the ticket that consists of field and its values. Only the field already registered in Settings > Ticket fields on your dashboard can be used.
PRIORITY
string
Specifies the priority value of the ticket. Higher values stand for higher priority. Acceptable values are LOW, MEDIUM, HIGH and URGENT.
RELATED_CHANNEL_URLS
array
Specifies one or more group channel URL and its channel name in Sendbird Chat that are relevant to this ticket. Up to three related channels can be added per ticket.
BOT_KEY
string
Specifies the unique key of a specific bot. The bot with the specified key will be the assignee of the created ticket.
Retrieve a list of tickets
You can retrieve a list of either or both opened and closed tickets of the customer. Only ten tickets can be retrieved per request in descending order of the message creation time.
Note: To use the getAllTickets method, the Desk JavaScript SDK version should be 1.0.21 or higher.
getAllTickets()getOpenedList()getClosedList()
Ticket.getAllTickets(OFFSET, (tickets, error) => {
if (error) {
// Handle error.
}
const tickets = closedTickets;
// offset += tickets.length; for the next tickets.
// Implement your code to display the ticket list.
});
You can also use ticket fields as search filters to only display tickets that have the value of a selected field on the ticket list.
const customFieldFilter = {'subject' : 'doggy_doggy'};
Ticket.getOpenedList(OFFSET, customFieldFilter, (openedTickets, error) => {
if (error) {
// Handle error.
}
const tickets = openedTickets;
// offset += tickets.length; for the next tickets.
// Implement your code to display the ticket list.
});
Retrieve a ticket
You can retrieve a specific ticket using its channel URL.
Use the Ticket.getOpenCount() to display the number of open tickets on a client app.
Ticket.getOpenCount((count, error) => {
if (error) {
// Handle error.
}
const numberOfOpenTickets = count;
// Implement your code with the value of the "count" parameter.
});
Close a ticket
To allow your customers to directly close a ticket from their app, use the ticket.close() method.
Note: Only active and idle tickets can be closed by a customer.
Reopen a closed ticket
Use the closedTicket.reopen() method to reopen a closed ticket from a client app.
closedTicket.reopen((openTicket, error) => {
if (error) {
// Handle error.
}
// Implement your code to update the ticket list using the result object in the "openTicket" parameter.
});
Cancel assignment of a ticket
Use the ticket.cancel() method to cancel the assignment of a specific ticket. When a ticket is unassigned from the current assignee, the ticket's status changes to Pending and it is assigned to an available live agent in the current or a specified team in accordance with the auto ticket routing function.
ticket.cancel(GROUP_KEY, (ticket, err) => {
if (err) {
// Handle error.
}
// The assignment of the ticket has been canceled.
});
Argument
Type
Description
GROUP_KEY
string
Specifies the unique key of a specific team to transfer the ticket.