Ticket
All communication within Omnidesk is facilitated through tickets. Tickets can contain messages (displayed on the timeline), have a status (like new, open or solved) and be assigned to groups. These and many other options are available through the API.
Get timeline
GET https://account.omnidesk.com/api/v2/ticket/:ticketID
This method will show the ticket and corresponding timeline, including status, tags, assignment, messages etc.
Path Parameters
getTicketHistory
boolean
Also get the event history on the ticket
{
"type": "item",
"item": {
"assigned_group_id": 10003,
"assigned_user_id": 0,
"channel_account_id": "0",
"channel_id": 1,
"closed_at": null,
"created_at": "2019-09-28 22:06:16",
"customer_id": 626822,
"direction": "inbound",
"external_gui_url": "https://guiurl.brand.com/?ticketID=858462#20164564646592575",
"external_id": "BFFDAFF1-6E3F-2244-93EE-65A9CF3D0ECE.1",
"form_id": null,
"from": "[email protected]",
"from_name": "",
"grade_by_customer": null,
"icon": "e-mail",
"last_update": "2019-09-28 22:06:16",
"last_update_agent": null,
"last_update_customer": "2019-09-28 22:06:16",
"priority": "medium",
"show_timeline": 1,
"sla_breach_customer_wait_time": null,
"sla_breach_first_reply_time": "2019-10-01 12:00:00",
"sla_breach_next_reply_time": null,
"sla_breach_user_work_time": null,
"sla_next_breach": "2019-10-01 12:00:00",
"sla_next_breach_current_status": "active",
"sla_policy_id": 5,
"snooze_time": null,
"snooze_time_sent": null,
"title": "vraag van Thomas",
"to": "[email protected]",
"to_name": "",
"status": "new",
"id": 858462,
"channel_name": "e-mail",
"channel_icon": "e-mail",
"brand_name": "MyBrand",
"brand_id": 2,
"timeline": [
{
"id": 4090647,
"ticket_id": 858462,
"item_type": "assigned_group_id",
"item_type_id": "10003",
"description": "Assigned to Servicee",
"initiated_by": "trigger: Assign to service",
"created_at": "2019-09-28 22:06:23",
"type": "event"
},
{
"to": null,
"from": null,
"image": "",
"created_at": "2019-09-28 23:30:13",
"pinned": 0,
"id": "3143281",
"channel_name": null,
"channel_icon": null,
"type": "note",
"status_new": "open",
"user_id": 254,
"user_name": "marleen",
"user_avatar": "",
"channel_id": 0,
"direction": "",
"content": "My intern note on this ticket",
"ticket_id": 858462,
"external_id": null,
"from_name": "",
"to_name": "",
"meta_data": "[]",
"in_queue": 0,
"send_at": null,
"files": []
},
{
"to": "[email protected]",
"from": "[email protected]",
"image": "",
"created_at": "2019-09-28 22:06:17",
"pinned": 0,
"id": "3143690",
"channel_name": "e-mail",
"channel_icon": "e-mail",
"type": "message",
"status_new": "new",
"user_id": 0,
"user_name": "Anonymous",
"user_avatar": "",
"channel_id": 1,
"direction": "inbound",
"content": "<!DOCTYPE html PUBLIC \"-//W3C//DTD HTML 4.0 Transitional//EN\" \"http://www.w3.org/TR/REC-html40/loose.dtd\">\n<html><body><p><b>HTML</b> email content</p></body></html>\n",
"ticket_id": 858462,
"external_id": "BFFDAFF1-6E3F-2244-93EE-65A9CF3D0ECE.1",
"from_name": "",
"to_name": "",
"meta_data": "{\"to\":[{\"address\":\"[email protected]\",\"name\":\"\"}]}",
"in_queue": 0,
"send_at": null,
"content_whole": "<b>HTML</b> content",
"email_details": "to: [email protected]",
"email_show_reply_all": false,
"files": []
}
],
"following": false,
"sla_next_breach_seconds": 222706,
"customer": {
"id": 626822,
"brand_id": 2,
"external_primary_id": "20164564646592575",
"firstname": "T",
"lastname": "van Test",
"created_at": "2019-09-28 22:06:16"
},
"customer_channels": [
{
"id": 1194929,
"brand_id": 2,
"customer_id": 624822,
"channel_id": 1,
"unique_reference": "[email protected]",
"linked_by_user_id": 0,
"name": "e-mail",
"icon": "e-mail"
},
{
"id": 1194930,
"brand_id": 2,
"customer_id": 626822,
"channel_id": 2,
"unique_reference": "+3164568456",
"linked_by_user_id": 0,
"name": "telephone",
"icon": "telephone"
}
],
"tags": "",
"customer_custom_fields": [],
"assign_options_groups": [
{
"id": 10002,
"name": "Finance"
},
{
"id": 10003,
"name": "Customer Support"
}
],
"assign_options_users": [
{
"id": 1,
"name": "thomas"
},
{
"id": 2,
"name": "marleen"
}
],
"original_channel_id": 0
}
}Create a ticket
POST https://account.omnidesk.com/api/v2/ticket
Please note that the to and from should be inverted when using direction outbound.
Request Body
assignedGroupID
integer
id of the group assigned to the ticket
direction
string
inbound or outbound
channelID
integer
see our channelID documentation, 1 = email
brandID
integer
brandID can be viewed in settings > brands
title
string
title of the ticket
formID
integer
form id you want to attach to the ticket
{"type":"item","item":{"id":"", "other ticket fields": ...}}After that you can start adding information to the ticket. As an example we will set the status of the ticket below or add a message or update form fields (see the subpages: message, form field, etc).
Update Ticket
PUT https://account.omnidesk.com/api/v2/ticket/:ticketID
Provide the fields you want to update. All fields are optional. If you do not provide a certain field it will not get updated.
Request Body
title
string
status
string
Status changes of a ticket will trigger updated trigger
externalPrimaryID
string
Your primary (customer) ID, if the customer does not exist the ticket will be set to no customer.
{"type": "result", "message": "Ticket updated."}Set the status of a ticket
POST https://account.omnidesk.com/api/v2/ticket/setstatus
Status updates will trigger the updated trigger.
Request Body
ticketIDs[]
integer
List of ticket ids the change should be applied to.
status
string
Options: new, open, pending, holding, solved, closed
{ "type": "result", "message": "Ticket status is updated."}Last updated