Ticket

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.

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.

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.
});

Use the Ticket.getOpenedList() and Ticket.getClosedList() to retrieve a list of the current customer's open and closed tickets.

Note: Only ten tickets can be retrieved per request in descending order of the message creation time.

Ticket.getOpenedList(OFFSET, (openedTickets, error) => {
    if (error) {
        // Handle error.
    }

    const tickets = openedTickets;
    // offset += tickets.length; for the next tickets.
    // Implement your code to display the ticket list.
});

Ticket.getClosedList(OFFSET, (closedTickets, 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 filter tickets by adding a ticket field as a search filter to the getOpenedList() and getClosedList(). Tickets that have a value of the selected field will appear 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.
});

You can retrieve a specific ticket using its channel URL.

Ticket.getByChannelUrl(CHANNEL_URL, (ticket, error) => {
    if (error) {
        // Handle error.
    }

    ...
});

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.
});

To allow your customers to directly close a ticket from their app, use the ticket.close() method.

ticket.close(CLOSE_COMMENT, (ticket, error) => {
    if (error) {
        // Handle error.
    }

    ...
});

Note: Only active and idle tickets can be closed by a customer.

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.
});

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.
});