Tickets-List

Ticket List

NOTE: User must me logged in as agent or admin to access this API

URL : v3/api/agent/ticket-list

Method : GET

Query Parameters :

Parameter	Type	Possible Values	Required/Optional	Description
category	String	all, inbox, mytickets, closed, unassigned, followup, deleted, unapproved	Required	‘all’ can be used to get all the tickets irrespective of which category they belongs. Rest of the category will give only tickets from that category
search-query	String	any	Optional	Search string given in the datatable. By default its value is empty
limit	Integer	any	Optional	Number of tickets that are reuired to display on a partiular page. By default its value is 10
page	integer	any	Optional	This is the current page in the ticket list. By default its value is 1
sort-field	String	ticket_number, isanswered,updated_at (for last_activity)	Optional	The field that is required to be sorted. By default its value is updated_at (last_activity)
sort-order	String	asc, desc	Optional	The order in which field is required to be sorted By default its value is desc
helptopic-ids	Array	Array of integers	Optional	The help topic Ids by which tickets needs to be filtered
dept-ids	Array	Array of integers	Optional	The department Ids by which tickets needs to be filtered
priority-ids	Array	Array of integers	Optional	The priority Ids by which tickets needs to be filtered
sla-plan-ids	Array	Array of integers	Optional	The SLA Ids by which tickets needs to be filtered
ticket-ids	Array	Array of integers	Optional	The ticket Ids by which tickets needs to be filtered
owner-ids	Array	Array of integers	Optional	The owner Ids by which tickets needs to be filtered
assignee-ids	Array	Array of integers	Optional	The assignee Ids by which tickets needs to be filtered
team-ids	Array	Array of integers	Optional	The team-ids by which ticket needs to be filtered
status-ids	Array	Array of integers	Optional	The status ids by which ticket is required to be filtered
type-ids	Array	Array of integers	Optional	The ticket type Ids by which tickets needs to be filtered
source-ids	Array	Array of integers	Optional	The source Ids by which tickets needs to be filtered
assigned	boolean	0 or 1	Optional	The value by which tickets filter based on assigned or unassigned
answered	boolean	0 or 1	Optional	The value by which tickets filter based on answered or unanswered
tag-ids	Array	Array of tag names	Optional	The tags by which ticket needs to be filtered
label-ids	Array	Array of label names	Optional	The labels by which ticket needs to be filtered
due-on	String	DateTime range for created_at in format start_date~end_date (YYYY-MM-DD HH:MM:SS)	Optional	The due date (time) by which tickets needs to be filtered
created-at	String	DateTime range for created_at in format start_date~end_date (YYYY-MM-DD HH:MM:SS)	Optional	The ticket created time by which ticket needs to be filtered.
updated-at	String	DateTime range for created_at in format start_date~end_date (YYYY-MM-DD HH:MM:SS)	Optional	The ticket updated time by which ticket needs to be filtered.
organization-ids	Array	Array of organization ids	Optional	The organization ids of the users which are owners of the ticket
custom_id	String	Any String	Optional	Custom field param will have form field id after prefix ‘custom_’.

If you wish to filter the results based on the date range you can pass ‘created-at’, ‘updated-at’, and ‘due-on’ as a parameter during the call. The below table shows the format and example you can use as the value for these parameters.

Please note:  created-at and updated-at only accepts date and time which has passed while due-on only accepts future date and time.

Value format	created-at	updated-at	due-on	Example
date::start_date~end_date	Available	Available	Available	date::2019-05-02+00:00:00~2020-03-31+23:59:59
last::<n>~<minute|hour|day|month>	Available	Available	Not available	last::7~day
next::<n>~<minute|hour|day|month>	Not available	Not available	Available	next::5~hour

Response:

{
	"success": true,
	"data": {
		"current_page": 1,
		"from": 1,
		"last_page": 1,
		"per_page": 10,
		"total": 2,
		"tickets": [{
			"id": 10429,
			"title": "TEST_TITLE",
			"updated_at": "2018-03-20 07:46:37",
			"status": {
				"id": 1,
				"name": "Open"
			},
			"ticket_number": "AAA-TICKET-NUMBER",
			"source": {
				"id": 1,
				"name": "Web",
				"css_class": "fa fa-internet-explorer"
			},
			"duedate": "2018-03-20 12:46:37",
			"is_overdue": "false",
			"due_today": "true",
			"isanswered": "0",
			"thread_count": 1,
			"collaborator_count": null,
			"attachment_count": 0,
			"poster": "",
			"assigned": {
				"id": 1,
				"user_name": "demo_admin",
				"first_name": "Demo",
				"last_name": "Admin"
			},
			"priority": {
				"id": 1,
				"name": "Low",
				"priority_color": "#00a65a"
			},
			"collaborator_count_relation": [],
			"from": {
				"id": 1,
				"user_name": "demo_admin",
				"first_name": "Demo",
				"last_name": "Admin",
				"profile_pic": "http:\/\/localhost:8000\/lb-faveo\/media\/images\/system.png",
				"email": "Not available"
			},
			"extra_fields": [// Configurable from ADMIN PANEL > TICKET SETTINGS > INBOX SETTINGS
                            {
				"label": "label",
				"value": "value"
			    }
                        ]
		}]
	}
}

 

Ticket Count

URL : v3/api/agent/ticket-count

Method : GET

Query Parameters :

Parameter	Type	Possible Values	Required/Optional	Description
helptopic-ids	Array	Array of integers	Optional	The help topic Ids by which tickets needs to be filtered
dept-ids	Array	Array of integers	Optional	The department Ids by which tickets needs to be filtered
priority-ids	Array	Array of integers	Optional	The priority Ids by which tickets needs to be filtered
sla-plan-ids	Array	Array of integers	Optional	The SLA Ids by which tickets needs to be filtered
ticket-ids	Array	Array of integers	Optional	The ticket Ids by which tickets needs to be filtered
owner-ids	Array	Array of integers	Optional	The owner Ids by which tickets needs to be filtered
assignee-ids	Array	Array of integers	Optional	The assignee Ids by which tickets needs to be filtered
team-ids	Array	Array of integers	Optional	The team-ids by which ticket needs to be filtered
status-ids	Array	Array of integers	Optional	The status ids by which ticket is required to be filtered
type-ids	Array	Array of integers	Optional	The ticket type Ids by which tickets needs to be filtered
source-ids	Array	Array of integers	Optional	The source Ids by which tickets needs to be filtered
assigned	boolean	0 or 1	Optional	The value by which tickets filter based on assigned or unassigned
answered	boolean	0 or 1	Optional	The value by which tickets filter based on answered or unanswered
tag-ids	Array	Array of tag names	Optional	The tags by which ticket needs to be filtered
label-ids	Array	Array of label names	Optional	The labels by which ticket needs to be filtered
due-on	String	DateTime range for created_at in format start_date~end_date (YYYY-MM-DD HH:MM:SS)	Optional	The due date (time) by which tickets needs to be filtered
created-at	String	DateTime range for created_at in format start_date~end_date (YYYY-MM-DD HH:MM:SS)	Optional	The ticket created time by which ticket needs to be filtered.
updated-at	String	DateTime range for created_at in format start_date~end_date (YYYY-MM-DD HH:MM:SS)	Optional	The ticket updated time by which ticket needs to be filtered.
organization-ids	Array	Array of organization ids	Optional	The organization ids of the users which are owners of the ticket
custom_id	String	Any String	Optional	Custom field param will have form field id after prefix ‘custom_’.

 

Response:

{
  "success": true,
  "data": {
    "open": 2,
    "closed": 3,
    "unapproved": 4
  }
}