Types of requests
Create a ticket
| Parameter | Value |
|---|---|
|
secret |
application id |
|
id |
ticket id |
| status_id |
ticket's status id List of possible statuses:
|
| subject |
Ticket subject |
| client_id | client's ID |
| assignee_id | id of the executor (agent) |
| group | executer's id of the group |
| last_updated_at | last ticket modification date |
| channel_id | channel id |
| clien't mail adress (from which he wrote) | |
| published_at | ticket's creation date |
| company_id | company's id (account) which the webhook came |
| additional_id | additional ticket ID |
| message | text of the client's message |
| custom_fields |
List of fields and their values. Sent only when at least one of the fields is additional. Contains parameters:
|
| custom_blocks |
List of additional system blocks, which contains parameters:
|
{
"secret":"0e8f678d8327eb3292a28c8165957b282a1b2f8b",
"ticket":{
"id":"2261907",
"status_id":"1",
"subject":"First msg",
"client_id":"242630",
"assignee_id":null,
"group":"0",
"last_updated_at":"2016-12-17 14:07:33",
"email":"jon@bonjovi.com",
"published_at":"2016-12-17 14:07:33",
"company_id":"153561",
"additional_id":"123Ca344",
"custom_fields":[
{
"id":54,
"name":"new item 2",
"value":null
}
],
"custom_blocks":[
{
"name":"Test",
"url":"test",
"secret_key":"dsf4354f=-213sdfasdsa"
}
]
}
}
Change a ticket
When a ticket is changed, the system sends a webhook that contains:
| Parameter | Value |
|---|---|
|
secret |
application id |
|
id |
id of the ticket's changing event |
| trigger_id |
id rule that changed the request |
| user_id |
id of the user who changed the request |
| ticket_id | ticket's id |
| data |
The array of changes that were applied to the ticket contains the parameters:
|
| changed_at |
date of change |
| old_status | id of the previous ticket status |
| new_status | id of the new ticket status |
| company_id | id of the company (account) from which the webhook came |
| custom_fields |
List of fields and their values. Sent only when at least one of the fields is additional. Contains parameters:
|
| custom_blocks |
List of additional system blocks, which contains parameters:
|
| client |
Client information. Contains parameters:
|
{
"secret":"0e8f678d8327eb3292a28c8165957b282a1b2f8b",
"custom_fields":[
{
"id":54,
"name":"new item 2",
"value":null
}
],
"custom_blocks":[
{
"name":"Test",
"url":"test",
"secret_key":"dsf4354f=-213sdfasdsa"
}
],
"trigger":{
"id":"204232",
"trigger_id":null,
"user_id":"2",
"ticket_id":"2261907",
"data":[
{
"target":"subject",
"value":"POST UPDATE"
},
{
"target":"status_id",
"value":"2"
},
{
"target":"priority",
"value":"medium"
},
{
"target":"type",
"value":"task"
}
],
"changed_at":"2016-12-17 14:11:53",
"old_status":"1",
"new_status":"2",
"company_id":"153561"
}
}
Create a comment
When you write a comment in a ticket, the system sends a webhook that contains:
| Parameter | Value |
|---|---|
secret | application id |
| id | comment's id |
| message | the text of the message that was sent |
| type |
|
| from | the messages author
Important: if a message is sent via a trigger (bot), a new message webhook will not be sent. A webhook will be sent to update the request. |
| user_id | id of the user who wrote the message
|
| client_id | id of the client who wrote the message
|
| ticket_id | id of the ticket in which the comment was written |
| is_first | 1 — if the comment is the first in the ticket |
| delivered | whether the message has been delivered (not implemented) |
| readed | whether the message has been read (not implemented) |
| published_at | сomment creation date |
| custom_fields | list of fields and their values. Contains parameters:
|
| client | Client information. Contains parameters:
|
{
"secret":"0e8f678d8327eb3292a28c8165957b282a1b2f8b",
"comment":{
"id":"2652657",
"message":"New message text",
"from":"user",
"user_id":"545",
"client_id":null,
"ticket_id":"2261907",
"is_first":"0",
"delivered":"0",
"readed":"0",
"published_at":"2016-12-17 14:14:37"
}
}
User rating
When receiving a rate in a ticket, the system sends a webhook that contains:
| Parameter | Value |
|---|---|
secret | application id |
| id | rating id |
| client_id | client's id |
| ticket_id | ticket's id |
| rating | The rating is given by the client: 1 — poor |
| company_id | id of the company (account) from which the webhook came |
| ticket_comment_id | rating's comment id |
| comment | comment to the rating |
| created_at | date the rating was created |
| updated_at | rating update date |
| user_id | id of the request executor |
{
"secret":"0e8f678d8327eb3292a28c8165957b282a1b2f8b",
"csi":{
"id":"2652657",
"comment":"New message text",
"user_id":"545",
"client_id":123213,
"ticket_id":"2261907",
"rating":"3",
"created_at":"2016-12-17 14:14:37"
}
}