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
Ticket.create() method to create a new ticket on the Desk server either before or after a customer's initial message. Once created, use
ticket.channel to retrieve the information of the ticket and its channel as a 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.
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
Specifies the title of the ticket.
Specifies the name of a user who submits or receives the ticket.
Specifies the unique key of a team for the assignment of the ticket.
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.
Specifies the priority value of the ticket. Higher values stand for higher priority. Acceptable values are LOW, MEDIUM, HIGH and URGENT.
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.
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
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.
Retrieve a ticket
You can retrieve a specific ticket using its channel URL.
If you are using the SDK version 1.0.22 or before,
getByChannelUrl returned a cached data of the ticket. This has caused glitches with the ticket state updated from Sendbird Dashboard, so we removed the caching by default. If you wish to use the cached data, set the second parameter
Display open ticket count
Ticket.getOpenCount() to display the number of open tickets on a client app.
Close a ticket
To allow your customers to directly close a ticket from their app, use the
Note: Only active and idle tickets can be closed by a customer.
Reopen a closed ticket
closedTicket.reopen() method to reopen a closed ticket from a client app.