Support Ticket

v1

Description

Customers raise queries to you by filling a form, following which, a support ticket is generated for you to resolve. Get notified whenever a new ticket is created or when an existing ticket is updated.

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Supported Type

• Create
• Update

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Payload

{
  "event": {
    "id": "f8MQDLeODXLwlMY1rw855sKPJrwrBefu0868isjpLiY=",
    "name": "support-ticket",
    "type": "create",
    "version": "1",
    "category": "company",
    "trace_id": [
      "highbrow.e29a5e53-f67c-4643-a655-4f891463fceb"
    ],
    "created_timestamp": 1653029059655
  },
  "payload": {
    "type": "create",
    "ticket": {
      "_id": "628738c32f8f1508095d031f",
      "tags": [],
      "source": "platform_panel",
      "status": "pending",
      "content": {
        "title": "Test",
        "attachments": [
          {
            "type": "image",
            "value": "https://hdn-1.addsale.com/x0/support-ticket/files/free/original/2UeaH2M1R-.png",
            "display": "image_file"
          }
        ],
        "description": "PHA+V2ViaG9vayBjcmVhdGU8L3A+"
      },
      "category": "product",
      "priority": "low",
      "created_at": "2022-05-20T06:44:19.527Z",
      "created_by": {
        "_id": "5fce04bfee521cfa0017300b",
        "last_name": "Mourya",
        "first_name": "Satyenkumar"
      },
      "updated_at": "2022-05-20T06:44:19.527Z"
    }
  },
  "contains": [
    "ticket",
    "type"
  ],
  "company_id": 1
}

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Object Properties

Key	Type	Description
content	object	Contains title, base 64 encoded description (HTML), and list of attachments
status	string	Describes the status of the ticket. Possible values: pending, in_progress, resolved, closed
priority	string	Describes the priority of the ticket. Possible values: low, medium, high, urgent
tags	array	Array of string describing relevant tag to the ticket
_id	string	Unique string used for retrieving and updating the ticket
category	object	The category for which the ticket is raised, e.g. Catalogue, Collection, Product, Logistics, etc.
created_by	object	Contains description of user who created the ticket
created_at	date-string	Ticket creation time
updated_at	date-string	Ticket last updation time