Ticket API

API Declaration

The "token" param must be contained in the header of the https request when calling the API.

Token is the only global API call credential for the Sobot API open platform. It is used when developers call the business APIs and thus should be properly kept. At least 32 chars should be reserved to store token. The validity period of token is currently 24 hours. It needs to be refreshed regularly or reacquired according to the token failure prompt returned by the API. When requesting the token API, regardless of the existence of token, a new token will be returned and its expiry time will be reset (currently 24 hours).

Token usage description:

1. Developers need to obtain and manage the token uniformly. When calling the Sobot open APIs of various business, they should use the same token, instead of refreshing and obtaining new tokens for each business. Otherwise, it will easily lead to token invalidation and affect the normal API call.
2. The current validity period of the token is transmitted by the returned expire_in, which is currently a value within 86,400 s. Developers need to refresh the new token in advance based on this valid time.
3. Developers should reacquire the token according to the token invalidation prompt returned by the API.

i18n Declaration

If the prompt text of the corresponding language needs to be returned when calling the API, the "language" parameter must be contained in the header of the https request.

Currently, it supports text in both Chinese (zh) and English (en), with Chinese being the default.

request headers：

Param	Type	Required	Description
language	String	Yes	Language identifiers: en-English, zh-Chinese

API Call

● Get the Access Token Code

API description:

Get the open API token, which is only applicable to all APIs of Sobot Open Platform v5.0. Contact the Sobot after-sales service personnel to get appid and app_key in the API.

Request method:

GET

Request URL:

 https://sg.sobot.io/api/get_token

Request param:

Param	Type	Required	Description
appid	String	Yes	The 3rd-party user's unique API call credential ID
create_time	String	Yes	Timestamp (s), e.g.: timestamp 1569397773 for 2019-09-25 15:49:33
sign	String	Yes	Signature, which is md5(appid+create_time+app_key) sign signature; app_key is a key

Request example:

curl https://sg.sobot.io/api/get_token?appid=1&create_time=1569397773&sign=258eec3118705112b2c53dc8043d4d34

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
item	Object	No	Return object

Item object:

Param	Type	Required	Description
token	String	Yes	Token code
expires_in	String	Yes	Credential valid time (unit: s)

Timestamp conversion tool:

https://www.unixtimestamp.com/

sign Signature generation example:

E.g., appid = "1"; create_time="1569397773"; app_key="2"

sign = Md5("115693977732") is 258eec3118705112b2c53dc8043d4d34.

Return example:

{
  "item": {
    "token": "4ac37cb2e9c740dba4b75a34d5358802",
    "expires_in": "86400"
  },
  "ret_code": "000000",
  "ret_msg": "Success"
}

● Query Time Zone

API description:

Query Time Zone Information.

Request method:

GET

Request URL:

https://sg.sobot.io/api/ws/5/ticket/get_timezone

Request param:

Param	Type	Required	Description
None

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
item	Object	No	Returned data

Item object:

Param	Type	Required	Description
offset	int	Yes	Time zone offset
sortNo	int	Yes	sort
timezone	String	Yes	time difference
timezoneId	String	Yes	Time Zone Id
timezoneValue	String	Yes	Time zone name

Request example:

 curl 
 -H 'token:4ac37cb2e9c740dba4b75a34d5358802'
 -H 'language:en' 
  https://sg.sobot.io/api/ws/5/ticket/get_timezone 

Return example:

{
  "item": [
    {
      "offset": -11.0,
      "sortNo": 1,
      "timezone": "-12:00",
      "timezoneId": "Etc/GMT+11",
      "timezoneValue": "GMT-11:00 International Date Line West"
    },
    {
      "offset": -11.0,
      "sortNo": 2,
      "timezone": "-11:00",
      "timezoneId": "Pacific/Midway",
      "timezoneValue": "GMT-11:00 Midway Island"
    },
    {
      "offset": -11.0,
      "sortNo": 2,
      "timezone": "-11:00",
      "timezoneId": "US/Samoa",
      "timezoneValue": "GMT-11:00 American Samoa"
    },
    {
      "offset": -10.0,
      "sortNo": 3,
      "timezone": "-10:00",
      "timezoneId": "US/Hawaii",
      "timezoneValue": "GMT-10:00 Hawaii"
    },
    {
      "offset": -8.0,
      "sortNo": 4,
      "timezone": "-09:00",
      "timezoneId": "US/Alaska",
      "timezoneValue": "GMT-08:00 Alaska"
    },
    {
      "offset": -7.0,
      "sortNo": 5,
      "timezone": "-08:00",
      "timezoneId": "America/Los_Angeles",
      "timezoneValue": "GMT-07:00 Pacific Time (US & Canada)"
    },
    {
      "offset": -7.0,
      "sortNo": 6,
      "timezone": "-07:00",
      "timezoneId": "America/Phoenix",
      "timezoneValue": "GMT-07:00 Arizona"
    },
    {
      "offset": -7.0,
      "sortNo": 5,
      "timezone": "-08:00",
      "timezoneId": "America/Tijuana",
      "timezoneValue": "GMT-07:00 Tijuana"
    },
    {
      "offset": -5.0,
      "sortNo": 8,
      "timezone": "-05:00",
      "timezoneId": "America/Bogota",
      "timezoneValue": "GMT-05:00 Bogota"
    },
    {
      "offset": -5.0,
      "sortNo": 7,
      "timezone": "-06:00",
      "timezoneId": "America/Chicago",
      "timezoneValue": "GMT-05:00 Central America"
    },
    {
      "offset": -5.0,
      "sortNo": 7,
      "timezone": "-06:00",
      "timezoneId": "America/Mexico_City",
      "timezoneValue": "GMT-05:00 Mexico City"
    },
    {
      "offset": -5.0,
      "sortNo": 7,
      "timezone": "-06:00",
      "timezoneId": "America/Monterrey",
      "timezoneValue": "GMT-05:00 Monterrey"
    },
    {
      "offset": -4.0,
      "sortNo": 9,
      "timezone": "-04:00",
      "timezoneId": "America/Caracas",
      "timezoneValue": "GMT-04:00 Caracas"
    },
    {
      "offset": -4.0,
      "sortNo": 8,
      "timezone": "-05:00",
      "timezoneId": "America/Indiana/Indianapolis",
      "timezoneValue": "GMT-04:00 Indiana (East)"
    },
    {
      "offset": -4.0,
      "sortNo": 9,
      "timezone": "-04:00",
      "timezoneId": "America/La_Paz",
      "timezoneValue": "GMT-04:00 La Paz"
    },
    {
      "offset": -4.0,
      "sortNo": 8,
      "timezone": "-05:00",
      "timezoneId": "America/New_York",
      "timezoneValue": "GMT-04:00 New_York"
    },
    {
      "offset": -4.0,
      "sortNo": 11,
      "timezone": "-03:00",
      "timezoneId": "America/Santiago",
      "timezoneValue": "GMT-04:00 Santiago"
    },
    {
      "offset": -3.0,
      "sortNo": 9,
      "timezone": "-04:00",
      "timezoneId": "America/Halifax",
      "timezoneValue": "GMT-03:00 Atlantic Time (Canada)"
    },
    {
      "offset": -3.0,
      "sortNo": 11,
      "timezone": "-03:00",
      "timezoneId": "America/Sao_Paulo",
      "timezoneValue": "GMT-03:00 Brasilia"
    },
    {
      "offset": -2.5,
      "sortNo": 10,
      "timezone": "-03:30",
      "timezoneId": "America/St_Johns",
      "timezoneValue": "GMT-02:30 Newfoundland"
    },
    {
      "offset": -1.0,
      "sortNo": 12,
      "timezone": "-02:00",
      "timezoneId": "Etc/GMT+1",
      "timezoneValue": "GMT-01:00 Mid-Atlantic"
    },
    {
      "offset": 0.0,
      "sortNo": 13,
      "timezone": "-01:00",
      "timezoneId": "Atlantic/Azores",
      "timezoneValue": "GMT+00:00 Azores"
    },
    {
      "offset": 0.0,
      "sortNo": 14,
      "timezone": "+00:00",
      "timezoneId": "Atlantic/Reykjavik",
      "timezoneValue": "GMT+00:00 Monrovia"
    },
    {
      "offset": 1.0,
      "sortNo": 14,
      "timezone": "+00:00",
      "timezoneId": "Europe/Lisbon",
      "timezoneValue": "GMT+01:00 Lisbon"
    },
    {
      "offset": 1.0,
      "sortNo": 14,
      "timezone": "+00:00",
      "timezoneId": "Europe/London",
      "timezoneValue": "GMT+01:00 London"
    },
    {
      "offset": 2.0,
      "sortNo": 16,
      "timezone": "+02:00",
      "timezoneId": "Africa/Cairo",
      "timezoneValue": "GMT+02:00 Cairo"
    },
    {
      "offset": 2.0,
      "sortNo": 16,
      "timezone": "+02:00",
      "timezoneId": "Africa/Harare",
      "timezoneValue": "GMT+02:00 Harare"
    },
    {
      "offset": 2.0,
      "sortNo": 15,
      "timezone": "+01:00",
      "timezoneId": "Europe/Bratislava",
      "timezoneValue": "GMT+02:00 Bratislava"
    },
    {
      "offset": 2.0,
      "sortNo": 15,
      "timezone": "+01:00",
      "timezoneId": "Europe/Brussels",
      "timezoneValue": "GMT+02:00 Brussels"
    },
    {
      "offset": 3.0,
      "sortNo": 17,
      "timezone": "+03:00",
      "timezoneId": "Asia/Baghdad",
      "timezoneValue": "GMT+03:00 Baghdad"
    },
    {
      "offset": 3.0,
      "sortNo": 17,
      "timezone": "+03:00",
      "timezoneId": "Asia/Kuwait",
      "timezoneValue": "GMT+03:00 Kuwait"
    },
    {
      "offset": 3.0,
      "sortNo": 16,
      "timezone": "+02:00",
      "timezoneId": "Europe/Athens",
      "timezoneValue": "GMT+03:00 Athens"
    },
    {
      "offset": 3.0,
      "sortNo": 16,
      "timezone": "+02:00",
      "timezoneId": "Europe/Bucharest",
      "timezoneValue": "GMT+03:00 Bucharest"
    },
    {
      "offset": 3.0,
      "sortNo": 17,
      "timezone": "+03:00",
      "timezoneId": "Europe/Istanbul",
      "timezoneValue": "GMT+03:00 Istanbul"
    },
    {
      "offset": 3.0,
      "sortNo": 17,
      "timezone": "+03:00",
      "timezoneId": "Europe/Minsk",
      "timezoneValue": "GMT+03:00 Minsk"
    },
    {
      "offset": 4.0,
      "sortNo": 19,
      "timezone": "+04:00",
      "timezoneId": "Asia/Baku",
      "timezoneValue": "GMT+04:00 Baku"
    },
    {
      "offset": 4.0,
      "sortNo": 19,
      "timezone": "+04:00",
      "timezoneId": "Asia/Dubai",
      "timezoneValue": "GMT+04:00 Abu Dhabi"
    },
    {
      "offset": 4.0,
      "sortNo": 19,
      "timezone": "+04:00",
      "timezoneId": "Asia/Muscat",
      "timezoneValue": "GMT+04:00 Muscat"
    },
    {
      "offset": 4.0,
      "sortNo": 19,
      "timezone": "+04:00",
      "timezoneId": "Europe/Samara",
      "timezoneValue": "GMT+04:00 Samara"
    },
    {
      "offset": 4.5,
      "sortNo": 20,
      "timezone": "+04:30",
      "timezoneId": "Asia/Kabul",
      "timezoneValue": "GMT+04:30 Kabul"
    },
    {
      "offset": 4.5,
      "sortNo": 18,
      "timezone": "+03:30",
      "timezoneId": "Asia/Tehran",
      "timezoneValue": "GMT+04:30 Tehran"
    },
    {
      "offset": 5.0,
      "sortNo": 21,
      "timezone": "+05:00",
      "timezoneId": "Asia/Karachi",
      "timezoneValue": "GMT+05:00 Karachi"
    },
    {
      "offset": 5.0,
      "sortNo": 21,
      "timezone": "+05:00",
      "timezoneId": "Asia/Yekaterinburg",
      "timezoneValue": "GMT+05:00 Ekaterinburg"
    },
    {
      "offset": 5.5,
      "sortNo": 22,
      "timezone": "+05:30",
      "timezoneId": "Asia/Kolkata",
      "timezoneValue": "GMT+05:30 Kolkata"
    },
    {
      "offset": 5.75,
      "sortNo": 23,
      "timezone": "+05:45",
      "timezoneId": "Asia/Kathmandu",
      "timezoneValue": "GMT+05:45 Kathmandu"
    },
    {
      "offset": 6.0,
      "sortNo": 24,
      "timezone": "+06:00",
      "timezoneId": "Asia/Almaty",
      "timezoneValue": "GMT+06:00 Almaty"
    },
    {
      "offset": 6.5,
      "sortNo": 25,
      "timezone": "+06:30",
      "timezoneId": "Asia/Yangon",
      "timezoneValue": "GMT+06:30 Rangoon"
    },
    {
      "offset": 7.0,
      "sortNo": 26,
      "timezone": "+07:00",
      "timezoneId": "Asia/Bangkok",
      "timezoneValue": "GMT+07:00 Bangkok"
    },
    {
      "offset": 7.0,
      "sortNo": 26,
      "timezone": "+07:00",
      "timezoneId": "Asia/Jakarta",
      "timezoneValue": "GMT+07:00 Jakarta"
    },
    {
      "offset": 8.0,
      "sortNo": 27,
      "timezone": "+08:00",
      "timezoneId": "Asia/Hong_Kong",
      "timezoneValue": "GMT+08:00 Hong Kong"
    },
    {
      "offset": 8.0,
      "sortNo": 27,
      "timezone": "+08:00",
      "timezoneId": "Asia/Irkutsk",
      "timezoneValue": "GMT+08:00 Irkutsk"
    },
    {
      "offset": 8.0,
      "sortNo": 27,
      "timezone": "+08:00",
      "timezoneId": "Asia/Manila",
      "timezoneValue": "GMT+08:00 Manila"
    },
    {
      "offset": 8.0,
      "sortNo": 27,
      "timezone": "+08:00",
      "timezoneId": "Asia/Shanghai",
      "timezoneValue": "GMT+08:00 Beijing"
    },
    {
      "offset": 8.0,
      "sortNo": 27,
      "timezone": "+08:00",
      "timezoneId": "Asia/Singapore",
      "timezoneValue": "GMT+08:00 Singapore"
    },
    {
      "offset": 8.0,
      "sortNo": 27,
      "timezone": "+08:00",
      "timezoneId": "Asia/Taipei",
      "timezoneValue": "GMT+08:00 Taipei"
    },
    {
      "offset": 8.0,
      "sortNo": 27,
      "timezone": "+08:00",
      "timezoneId": "Asia/Ulaanbaatar",
      "timezoneValue": "GMT+08:00 Ulaanbaatar"
    },
    {
      "offset": 9.0,
      "sortNo": 28,
      "timezone": "+09:00",
      "timezoneId": "Asia/Seoul",
      "timezoneValue": "GMT+09:00 Seoul"
    },
    {
      "offset": 9.0,
      "sortNo": 28,
      "timezone": "+09:00",
      "timezoneId": "Asia/Tokyo",
      "timezoneValue": "GMT+09:00 Tokyo"
    },
    {
      "offset": 9.5,
      "sortNo": 31,
      "timezone": "+10:30",
      "timezoneId": "Australia/Adelaide",
      "timezoneValue": "GMT+09:30 Adelaide"
    },
    {
      "offset": 9.5,
      "sortNo": 29,
      "timezone": "+09:30",
      "timezoneId": "Australia/Darwin",
      "timezoneValue": "GMT+09:30 Darwin"
    },
    {
      "offset": 10.0,
      "sortNo": 30,
      "timezone": "+10:00",
      "timezoneId": "Australia/Brisbane",
      "timezoneValue": "GMT+10:00 Brisbane"
    },
    {
      "offset": 10.0,
      "sortNo": 32,
      "timezone": "+11:00",
      "timezoneId": "Australia/Hobart",
      "timezoneValue": "GMT+10:00 Hobart"
    },
    {
      "offset": 10.0,
      "sortNo": 32,
      "timezone": "+11:00",
      "timezoneId": "Australia/Melbourne",
      "timezoneValue": "GMT+10:00 Melbourne"
    },
    {
      "offset": 12.0,
      "sortNo": 33,
      "timezone": "+12:00",
      "timezoneId": "Asia/Kamchatka",
      "timezoneValue": "GMT+12:00 Kamchatka"
    },
    {
      "offset": 12.0,
      "sortNo": 34,
      "timezone": "+13:00",
      "timezoneId": "Pacific/Auckland",
      "timezoneValue": "GMT+12:00 Auckland"
    },
    {
      "offset": 12.0,
      "sortNo": 33,
      "timezone": "+12:00",
      "timezoneId": "Pacific/Fiji",
      "timezoneValue": "GMT+12:00 Fiji"
    },
    {
      "offset": 13.0,
      "sortNo": 34,
      "timezone": "+13:00",
      "timezoneId": "Pacific/Apia",
      "timezoneValue": "GMT+13:00 Samoa"
    },
    {
      "offset": 13.0,
      "sortNo": 34,
      "timezone": "+13:00",
      "timezoneId": "Pacific/Tongatapu",
      "timezoneValue": "GMT+13:00 Nuku'alofa"
    }
  ],
  "retCode": "000000",
  "retMsg": "Success"
}

● Query Data Dictionary

API description:

Data dictionary includes ticket category, ticket status, ticket priority, and cc data. Ticket category is a dynamic dictionary item, and the returned data will change with the enterprise configuration. Please call this API to get the specific value of the above data.

Request method:

GET

Request URL:

https://sg.sobot.io/api/ws/5/ticket/get_data_dict

Request param:

Param	Type	Required	Description
None

Request example:

 curl -H 'token: 4ac37cb2e9c740dba4b75a34d5358802' -H 'language:en' https://sg.sobot.io/api/ws/5/ticket/get_data_dict 

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
item	Object	No	Returned data

Item object:

Param	Type	Required	Description
ticket_type_list	List	Yes	Ticket category info
ticket_status_list	List	Yes	Ticket status info
ticket_level_list	List	Yes	Ticket priority info
group_list	List	Yes	Skill group info, with frequent business changes
agent_list	List	Yes	Agent info, with frequent business changes

ticket_type_list set:

Param	Type	Required	Description
typeid	String	Yes	Category ID
companyid	String	Yes	Company ID
type_name	String	Yes	Category name
parentid	String	Yes	Parent ID, with frequent business changes
type_level	String	Yes	Category level, with 5 levels max (1: Level 1, 2: Level 2, 3: Level 3, 4: Level 4, 5: Level 5)
node_flag	String	Yes	Whether it is a leaf node (0: Yes, 1: No)
sub_type_list	List	Yes	Sub-category info, whose content is consistent with ticket_type_list

ticket_status_list set:

Param	Type	Required	Description
dict_value	String	Yes	Ticket status CODE
dict_name	String	Yes	Ticket status name

ticket_level_list set:

Param	Type	Required	Description
dict_value	String	Yes	Ticket priority CODE
dict_name	String	Yes	Ticket priority name

group_list set:

Param	Type	Required	Description
groupid	String	Yes	Skill group ID
group_name	String	Yes	Skill Group Name

agent_list set:

Param	Type	Required	Description
agentid	String	Yes	Agent ID
agent_name	String	Yes	Agent name

Return example:

{
  "item": {
    "ticket_level_list": [
      {
        "dict_name": "Low",
        "dict_value": "0"
      },
      {
        "dict_name": "Medium",
        "dict_value": "1"
      },
      {
        "dict_name": "High",
        "dict_value": "2"
      },
      {
        "dict_name": "Emergency",
        "dict_value": "3"
      }
    ],
    "group_list": [
      {
        "group_name": "group1",
        "groupid": "acb290d666814d65834c70073aed65f2_4"
      },
      {
        "group_name": "group2",
        "groupid": "e3b931da9ab24a2abcb6f6ae59ae8c0c"
      }
    ],
    "ticket_status_list": [
      {
        "dict_name": "Not Received",
        "dict_value": "0"
      },
      {
        "dict_name": "Processing",
        "dict_value": "1"
      },
      {
        "dict_name": "Waiting for Reply",
        "dict_value": "2"
      },
      {
        "dict_name": "Resolved",
        "dict_value": "3"
      },
      {
        "dict_name": "Closed",
        "dict_value": "99"
      }
    ],
    "ticket_type_list": [
      {
        "companyid": "acb290d666814d65834c70073aed65f2",
        "node_flag": "0",
        "parentid": "-1",
        "type_level": "1",
        "type_name": "other",
        "typeid": "9"
      },
      {
        "companyid": "acb290d666814d65834c70073aed65f2",
        "node_flag": "1",
        "parentid": "-1",
        "sub_type_list": [
          {
            "companyid": "acb290d666814d65834c70073aed65f2",
            "node_flag": "0",
            "parentid": "131b5060166d4dbbb4beda95a4ff3d32",
            "type_level": "2",
            "type_name": "type1-1",
            "typeid": "42a4d00d26304a1fa3c94c552d47cfdf"
          },
          {
            "companyid": "acb290d666814d65834c70073aed65f2",
            "node_flag": "1",
            "parentid": "131b5060166d4dbbb4beda95a4ff3d32",
            "sub_type_list": [
              {
                "companyid": "acb290d666814d65834c70073aed65f2",
                "node_flag": "1",
                "parentid": "5dc2f4d31c894f35a779f6a6d175c803",
                "sub_type_list": [
                  {
                    "companyid": "acb290d666814d65834c70073aed65f2",
                    "node_flag": "0",
                    "parentid": "d3c3a3efc71f4a949bb7be8af6643626",
                    "type_level": "3",
                    "type_name": "type1-2-1",
                    "typeid": "d3c3a3efc71f4a949bb7be8af6643626"
                  }
                ],
                "type_level": "2",
                "type_name": "type1-2",
                "typeid": "5dc2f4d31c894f35a779f6a6d175c803"
              }
            ],
            "type_level": "1",
            "type_name": "type1",
            "typeid": "131b5060166d4dbbb4beda95a4ff3d32"
          }
        ]
      }
    ],
    "agent_list": [
      {
        "agent_name": "ming",
        "agentid": "0a37c8156d094311890e48fbc06501c4"
      },
      {
        "agent_name": "admin2",
        "agentid": "efcfda336b5d4caeb4fd71392c54b5c9"
      }
    ]
  },
  "ret_code": "000000",
  "ret_msg": "Success"
}

● Query Custom Field Info

API description:

Return the basic information of the ticket custom field

Request method:

GET

Request URL:

https://sg.sobot.io/api/ws/5/ticket/query_ticket_extend_fields

Request param:

Param	Type	Required	Description
None

Request example:

curl -H 'token: 4ac37cb2e9c740dba4b75a34d5358802' -H 'language:en' https://sg.sobot.io/api/ws/5/ticket/query_ticket_extend_fields`  

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
items	List	Yes	Return set

Items set:

Param	Type	Required	Description
fieldid	String	Yes	Custom field ID
field_name	String	Yes	Custom field name
field_type	String	Yes	Custom field type. 1: Single-line text, 2: Multi-line text, 3: Date, 4: Time, 5: Number, 6: Drop-down list, 7: Check box, 8: Radio button 9: Cascade 12: Date+Time
fill_flag	String	Yes	Whether custom field is required (0: No, 1: Yes)
field_data_list	List	No	Option info of optional field

field_data_list set:

Param	Type	Required	Description
data_name	String	Yes	Option name of custom field
data_value	String	Yes	Option CODE value of custom field

Return example:

{
  "items": [
    {
      "field_data_list": [
        {
          "data_name": "999",
          "data_value": "540264609760473"
        },
        {
          "data_name": "777",
          "data_value": "540264668320333"
        },
        {
          "data_name": "888",
          "data_value": "540264668320352"
        }
      ],
      "field_name": "Dropdown list",
      "field_type": 6,
      "fieldid": "3ceef648f3d6412abdf8fd6aac5db9f3",
      "fill_flag": 1
    },
    {
      "field_data_list": [
        {
          "data_name": "Chinese",
          "data_value": "500862751814255"
        },
        {
          "data_name": "mathematics",
          "data_value": "500862751819356"
        },
        {
          "data_name": "English",
          "data_value": "502372726676614"
        }
      ],
      "field_name": "check",
      "field_type": 7,
      "fieldid": "8f52d2f19fad4a8eae22238437817b9c",
      "fill_flag": 0
    },
    {
      "field_data_list": [],
      "field_name": "test234",
      "field_type": 5,
      "fieldid": "d1dc7e1e13794cf1a936d74b76c4ecc0",
      "fill_flag": 0
    },
    {
      "field_data_list": [],
      "field_name": "time",
      "field_type": 4,
      "fieldid": "4e1e6b21b433461d9bac2cee6d3297d1",
      "fill_flag": 0
    },
    {
      "field_data_list": [],
      "field_name": "date",
      "field_type": 3,
      "fieldid": "30b5071f2b514d57b6d34e7c95cdf431",
      "fill_flag": 0
    },
    {
      "field_data_list": [],
      "field_name": "567",
      "field_type": 2,
      "fieldid": "c2610afb04014d788e398324f7f01329",
      "fill_flag": 0
    }
  ],
  "ret_code": "000000",
  "ret_msg": "Success"
}

● Add Option Info for Ticket Custom Field (Optional)

API description:

Add option information in bulk for ticket optional custom field

Request method:

POST

Request URL:

https://sg.sobot.io/api/ws/5/ticket/save_option_data_value

Request param:

Param	Type	Required	Description
fieldid	String	Yes	Ticket custom field ID
field_data_value	List	Yes	Option info of ticket custom field
agentid	String	Yes	Operation agent ID
agent_name	String	Yes	Operation agent name

field_data_value set:

Param	Type	Required	Description
field_value	String	Yes	Field option value
field_text	String	Yes	Field text value

Request example:

 curl https://sg.sobot.io/api/ws/5/ticket/save_option_data_value -X POST -H 'content-type: application/json' 
 -H 'token: 4ac37cb2e9c740dba4b75a34d5358802' -H 'language:en'  -d '{"fieldid":"3ceef648f3d6412abdf8fd6aac5db9f3","agentid":"0a37c8156d094311890e48fbc06501c4","agent_name":"ming","field_data_value":[{"field_value":"539325753445693","field_text":"test"}]}'`  

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message

Return example:

{
  "ret_code": "000000",
  "ret_msg": "Success"
}

● Query the Ticket Template Associated with Ticket Category

API description:

Return the custom field information in the ticket template associated with the ticket category

Request method:

GET

Request URL:

  https://sg.sobot.io/api/ws/5/ticket/query_fileds_by_typeid

Request param:

Param	Type	Required	Description
ticket_typeid	String	Yes	Ticket category ID

Request example:

curl -H 'token: 4ac37cb2e9c740dba4b75a34d5358802' -H 'language:en' https://sg.sobot.io/api/ws/5/ticket/query_fileds_by_typeid
?ticket_typeid=75c5b76905054a0bad862d0e725570e9

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
items	List	Yes	Return set

Items set:

Param	Type	Required	Description
fieldid	String	Yes	Custom field ID
field_name	String	Yes	Custom field name
field_type	String	Yes	Custom field type. 1: Single-line text, 2: Multi-line text, 3: Date, 4: Time, 5: Number, 6: Drop-down list, 7: Check box, 8: Radio button 9: Cascade 12: Date+Time
fill_flag	String	Yes	Whether custom field is required (0: No, 1: Yes)
field_data_list	List	No	Option info of optional field

field_data_list set:

Param	Type	Required	Description
data_name	String	Yes	Option name of custom field
data_value	String	Yes	Option CODE value of custom field

Return example:

{
  "items": [
    {
      "field_data_list": [
        {
          "data_name": "999",
          "data_value": "540264609760473"
        },
        {
          "data_name": "777",
          "data_value": "540264668320333"
        },
        {
          "data_name": "888",
          "data_value": "540264668320352"
        }
      ],
      "field_name": "Dropdown list",
      "field_type": 6,
      "fieldid": "3ceef648f3d6412abdf8fd6aac5db9f3",
      "fill_flag": 1
    },
    {
      "field_data_list": [
        {
          "data_name": "Chinese",
          "data_value": "500862751814255"
        },
        {
          "data_name": "mathematics",
          "data_value": "500862751819356"
        },
        {
          "data_name": "English",
          "data_value": "502372726676614"
        }
      ],
      "field_name": "check",
      "field_type": 7,
      "fieldid": "8f52d2f19fad4a8eae22238437817b9c",
      "fill_flag": 0
    },
    {
      "field_data_list": [],
      "field_name": "test234",
      "field_type": 5,
      "fieldid": "d1dc7e1e13794cf1a936d74b76c4ecc0",
      "fill_flag": 0
    },
    {
      "field_data_list": [],
      "field_name": "time",
      "field_type": 4,
      "fieldid": "4e1e6b21b433461d9bac2cee6d3297d1",
      "fill_flag": 0
    },
    {
      "field_data_list": [],
      "field_name": "date",
      "field_type": 3,
      "fieldid": "30b5071f2b514d57b6d34e7c95cdf431",
      "fill_flag": 0
    },
    {
      "field_data_list": [],
      "field_name": "567",
      "field_type": 2,
      "fieldid": "c2610afb04014d788e398324f7f01329",
      "fill_flag": 0
    }
  ],
  "ret_code": "000000",
  "ret_msg": "Success"
}

● Query Custom Ticket Status

API description:

Return the basic information of the ticket custom status

Request method:

GET

Request URL:

https://sg.sobot.io/api/ws/5/ticket/query_ticket_status_infos

Request param:

Param	Type	Required	Description
None

Request example:

curl -H 'token:4ac37cb2e9c740dba4b75a34d5358802' https://sg.sobot.io/api/ws/5/ticket/query_ticket_status_infos`  

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
items	List	Yes	Return set

items set:

Param	Type	Required	Description
status_id	String	Yes	Status ID. If custom state management is not enabled, this field is null.
status_code	Integer	Yes	Status code.
status_name	String	Yes	Custom ticket status name.
status_type	Integer	Yes	Status type. 1- New, 2- In Progress, 3- Waiting for Customer Response, 4- Pause, 5- Resolved, 6- Closed, 7- Deleted.
status_desc	String	Yes	Custom ticket status description.
customer_status_name	String	Yes	The name of custom ticket status displayed on the customer side.
dynamic_content	List	Yes	The dynamic content placeholder and default value of status_name.
customer_dynamic_content	List	Yes	The dynamic content placeholder and default value of customer_status_name.
is_delete	Integer	Yes	Whether the custom ticket status is deleted. (0: No, 1: Yes)

dynamic_content and customer_dynamic_content set:

Param	Type	Required	Description
placeholder	String	Yes	Placeholder
defaultValue	String	Yes	Default value

Return example:

{
  "items": [
    {
      "status_id": "4ea3f96be6cb46e39ffce460fc9596a2",
      "status_code": "0",
      "status_name": "Not Received default001default002",
      "status_type": 1,
      "status_desc": "The ticket is pending assignment to agent.",
      "customer_status_name": "Processing default001default002",
      "dynamic_content": [
        {
          "placeholder": "{dc_ticket_002}",
          "defaultValue": "default002"
        },
        {
          "placeholder": "{dc_ticket_001}",
          "defaultValue": "default001"
        }
      ],
      "customer_dynamic_content": [
        {
          "placeholder": "{dc_ticket_002}",
          "defaultValue": "default002"
        },
        {
          "placeholder": "{dc_ticket_001}",
          "defaultValue": "default001"
        }
      ],
      "is_delete": 0
    },
    {
      "status_id": "13e6485236984b87829a555677499aad",
      "status_code": "1",
      "status_name": "Processing default001",
      "status_type": 2,
      "status_desc": "Agent is processing the ticket.",
      "customer_status_name": "Processing default001",
      "dynamic_content": [
        {
          "placeholder": "{dc_ticket_001}",
          "defaultValue": "default001"
        }
      ],
      "customer_dynamic_content": [
        {
          "placeholder": "{dc_ticket_001}",
          "defaultValue": "default001"
        }
      ],
      "is_delete": 0
    },
    {
      "status_id": "fa045674834a451184e5cb9ef7e8c00f",
      "status_code": "2",
      "status_name": "Awaiting Agent Reply",
      "status_type": 2,
      "status_desc": "Agent is processing the ticket.",
      "customer_status_name": "Processing",
      "dynamic_content": [],
      "customer_dynamic_content": [],
      "is_delete": 0
    },
    {
      "status_id": "a62bd422764948c091ba91ceabae7a7f",
      "status_code": "1012",
      "status_name": "Custom dealing {dc_delete}",
      "status_type": 2,
      "status_desc": "",
      "customer_status_name": "Processing default002{dc_delete}",
      "dynamic_content": [],
      "customer_dynamic_content": [
        {
          "placeholder": "{dc_ticket_002}",
          "defaultValue": "default002"
        }
      ],
      "is_delete": 0
    },
    {
      "status_id": "178a448b5e3d415690cc6010554f9284",
      "status_code": "1023",
      "status_name": "Custom waiting reply default001",
      "status_type": 3,
      "status_desc": "",
      "customer_status_name": "Waiting your reply default001",
      "dynamic_content": [
        {
          "placeholder": "{dc_ticket_001}",
          "defaultValue": "default001"
        }
      ],
      "customer_dynamic_content": [
        {
          "placeholder": "{dc_ticket_001}",
          "defaultValue": "default001"
        }
      ],
      "is_delete": 0
    },
    {
      "status_id": "8fea8b1e33a94e73a52031cf7d1baf41",
      "status_code": "1104",
      "status_name": "Pausing default001default002",
      "status_type": 4,
      "status_desc": "",
      "customer_status_name": "Processing default001default002",
      "dynamic_content": [
        {
          "placeholder": "{dc_ticket_002}",
          "defaultValue": "default002"
        },
        {
          "placeholder": "{dc_ticket_001}",
          "defaultValue": "default001"
        }
      ],
      "customer_dynamic_content": [
        {
          "placeholder": "{dc_ticket_002}",
          "defaultValue": "default002"
        },
        {
          "placeholder": "{dc_ticket_001}",
          "defaultValue": "default001"
        }
      ],
      "is_delete": 0
    },
    {
      "status_id": "52ca2d837cc446708164dbb79562aa57",
      "status_code": "3",
      "status_name": "Resolved default001",
      "status_type": 5,
      "status_desc": "The ticket issue has been resolved, awaiting customer confirmation.",
      "customer_status_name": "Resolved default001",
      "dynamic_content": [
        {
          "placeholder": "{dc_ticket_001}",
          "defaultValue": "default001"
        }
      ],
      "customer_dynamic_content": [
        {
          "placeholder": "{dc_ticket_001}",
          "defaultValue": "default001"
        }
      ],
      "is_delete": 0
    },
    {
      "status_id": "8de5a222f69947dbbc35f646911644e5",
      "status_code": "99",
      "status_name": "Closed",
      "status_type": 6,
      "status_desc": "The ticket issue has been resolved, and the customer has confirmed.",
      "customer_status_name": "Closed",
      "dynamic_content": [],
      "customer_dynamic_content": [],
      "is_delete": 0
    },
    {
      "status_id": "ab09a5aecda148f9bc39fb33f3b06fbf",
      "status_code": "98",
      "status_name": "Deleted",
      "status_type": 7,
      "status_desc": "Deleted",
      "customer_status_name": "Deleted",
      "dynamic_content": [],
      "customer_dynamic_content": [],
      "is_delete": 0
    },
    {
      "status_id": "1e322be5234f452cbc34cc7861454eb0",
      "status_code": "1072",
      "status_name": "Deleted new1212 default001",
      "status_type": 2,
      "status_desc": "",
      "customer_status_name": "Processing",
      "dynamic_content": [
        {
          "placeholder": "{dc_ticket_001}",
          "defaultValue": "default001"
        }
      ],
      "customer_dynamic_content": [],
      "is_delete": 1
    }
  ],
  "ret_code": "000000",
  "ret_msg": "Success"
}

● Create Tickets (Customer)

API description:

When this API is called, the system will find customers according to the submitted params by the priority of "Customer ID > Docking ID > Customer Email > Customer Phone No.". If the customer is successfully matched, it will be a ticket associated customer; otherwise, the new customer will be created and associated.

Note:

1. The ticket custom fields passed here must be the custom fields in the ticket template associated with the ticket category id passed.
2. The custom fields in the category-associated template are obtained by querying the ticket template info API associated with the ticket category.
3. Ticket category ID need to call the ticket category in the data dictionary to get specific values.
4. You can call Attachment Upload (Customer) if you need to upload attachments.
5. first_contact_type and first_contact_info need to exist or not exist simultaneously

Request method:

POST

Request URL:

  https://sg.sobot.io/api/ws/5/ticket/save_user_ticket

Request param:

Param	Type	Required	Description
companyid	String	Yes	Enterprise ID
ticket_title	String	Yes	Ticket Title
userid	String	No	Customer ID
partnerid	String	No	Docking ID
ticket_content	String	Yes	Ticket problem description
user_emails	String	No	Customer Email
user_tels	String	No	Customer Phone No.
ticket_typeid	String	Yes	Ticket category ID, the category ID of leaf nodes
ticket_from	String	Yes	Ticket source. 1: Desktop site submission, 2: Mobile site submission, 3: WeChat official account submission, 4: App submission, 12: Email submission, 13: Voice MSG, 16: WeChat mini program submission, 17: WeCom submission, 21: Bot Submission, 23: Facebook - Ticket Submission, 25: WhatsApp - Ticket Submission, 27: Instagram - Ticket Submission, 29: Line - Ticket Submission, 31: Discord - Ticket Submission, 33: Telegram - Ticket Submission, 34: Shopify
file_str	String	No	Attachment path. Multiple attachments are separated by semicolon ";"
extend_fields	List	No	Ticket custom field info
first_contact_type	Int	No	Preferred contact info types 1: Email 2: Phone no.
first_contact_info	String	No	Preferred contact info value

extend_fields set:

Param	Type	Required	Description
fieldid	String	Yes	Custom field ID
field_value	String	Yes	Custom field value

Request example:

curl https://sg.sobot.io/api/ws/5/ticket/save_user_ticket -X POST -H 'content-type: application/json' -H 'token: 4ac37cb2e9c740dba4b75a34d5358802' -H 'language:en' -d '{"companyid":"acb290d666814d65834c70073aed65f2","ticket_title":"test","userid":"007e447e1c104583971c2e990df0d4ac","ticket_content":"test",,"ticket_typeid":"4112bddd39cd4895808180f139cd497a",   "ticket_from":"1","extend_fields":[{"fieldid":"5ba3741d772c47d9a3066db1d3900b4e","field_value":"123"},{"fieldid":"3ceef648f3d6412abdf8fd6aac5db9f3","field_value":"539325753445693"}}'

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
item	Object	No	Return object

Item object:

Param	Type	Required	Description
ticketid	String	Yes	Ticket ID

Return example:

{
  "item": {
    "ticketid": "5c4015d7bf71493db4a53a2877a1ae98"
  },
  "items": [],
  "ret_code": "000000",
  "ret_msg": "Success"
}

● Create Tickets (Agent)

API description:

Agents create tickets and associates them with the corresponding customers

Note:

1. The ticket custom fields passed here must be the custom fields in the ticket template associated with the ticket category id passed.
2. The custom fields in the category-associated template are obtained by querying the ticket template info API associated with the ticket category.
3. Ticket category ID need to call the ticket category in the data dictionary to get specific values.
4. You can call Attachment Upload (Agent) if you need to upload attachments.
5. first_contact_type and first_contact_info need to exist or not exist simultaneously. userid must have a value when the preferred contact info exists.

Request method:

POST

Request URL:

  https://sg.sobot.io/api/ws/5/ticket/save_agent_ticket

Request param:

Param	Type	Required	Description
companyid	String	Yes	Enterprise ID
ticket_title	String	Yes	Ticket Title
userid	String	No	Customer ID
ticket_content	String	Yes	Ticket problem description
ticket_from	String	Yes	Ticket source. 0: Ticket Center, 6: Desktop site-Livechat Workbench, 7: CRM, 8: Call Center, 9: WeChat official account-Livechat workbench, 10: Mobile site-Livechat workbench, 11: App-Livechat workbench, 14: WeChat mini program-Livechat workbench, 15:WeCom-Livechat workbench, 18: Import in Bulk, 19: WeChat Agent, 20: WeCom - SCRM, 22: Facebook - Livechat Workbench, 24: WhatsApp - Livechat Workbench, 26: Instagram - Livechat Workbench, 28: Line - Livechat Workbench, 30: Discord - Livechat Workbench, 32: Telegram - Livechat Workbench, 34: Shopify
deal_groupid	String	No	Receiving skill group ID
deal_group_name	String	No	Receiving skill group name
deal_agentid	String	No	Receiving agent ID
deal_agent_name	String	No	Receiving agent name
create_agentid	String	Yes	Creation agent ID
create_agent_name	String	Yes	Creation agent name
recordid	String	No	Record ID, the call record ID or chat record ID
ticket_status	String	Yes	Ticket status. 0: Not received, 1: Processing, 2: Waiting for reply, 3: Resolved, 99: Closed, 98: Deleted, including custom ticket status (Note: Use the status code instead of the status ID).
ticket_level	String	Yes	Ticket priority. 0: Low, 1: Medium, 2: High, 3: Urgent
ticket_typeid	String	Yes	Ticket category ID, the category ID of leaf nodes
file_str	String	No	Attachment path. Multiple attachments are separated by semicolon ";"
copy_agent	List	No	CC agent
extend_fields	List	No	Ticket custom field info
first_contact_type	Int	No	Preferred contact info types 1: Email 2: Phone no.
first_contact_info	String	No	Preferred contact info value

copy_agent set:

Param	Type	Required	Description
agent_name	String	Yes	Agent name
agent_mail	String	Yes	Agent email

extend_fields set:

Param	Type	Required	Description
fieldid	String	Yes	Custom field ID
field_value	String	Yes	Custom field value

Request example:

curl https://sg.sobot.io/api/ws/5/ticket/save_agent_ticket -X POST -H 'content-type: application/json' 
-H 'token: 4ac37cb2e9c740dba4b75a34d5358802' 
-H 'language:en'
-d '{"companyid":"acb290d666814d65834c70073aed65f2","ticket_title":"test","userid":"007e447e1c104583971c2e990df0d4ac","ticket_content":"test","ticket_status":"1","ticket_level":"0","create_agentid ":"0a37c8156d094311890e48fbc06501c4","create_agent_name":"ming",
"ticket_typeid":"4112bddd39cd4895808180f139cd497a","ticket_from":"0","extend_fields":[{"fieldid":"5ba3741d772c47d9a3066db1d3900b4e","field_value":"123"},{"fieldid":"3ceef648f3d6412abdf8fd6aac5db9f3","field_value":"539325753445693"}]}'

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
item	Object	No	Return object

Item object:

Param	Type	Required	Description
ticketid	String	Yes	Ticket ID

Return example:

{
  "item": {
    "ticketid": "5c4015d7bf71493db4a53a2877a1ae98"
  },
  "items": [],
  "ret_code": "000000",
  "ret_msg": "Success"
}

● Reply to Tickets (Customer)

API description:

Customers reply to the tickets (customers can reply to all)

Request method:

POST

Request URL:

 https://sg.sobot.io/api/ws/5/ticket/save_user_reply

Request param:

Param	Type	Required	Description
ticketid	String	Yes	Ticket ID
reply_content	String	Yes	Ticket reply content
file_str	String	No	Reply attachment path. Multiple attachments are separated by semicolon ";"

Request example:

curl https://sg.sobot.io/api/ws/5/ticket/save_user_reply -X POST -H 'content-type: application/json' 
-H 'token: 4ac37cb2e9c740dba4b75a34d5358802' -H 'language:en' -d '{"ticketid":"acb290d666814d65834c70073aed65f2","reply_content":"agent reply"}'

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message

Return example:

{
  "ret_code": "000000",
  "ret_msg": "Success"
}

● Reply to Tickets (Agent)

API description:

Agents reply to the tickets (Agents can choose to reply to agents only or all)

Request method:

POST

Request URL:

https://sg.sobot.io/api/ws/5/ticket/save_ticket_reply

Request param:

Param	Type	Required	Description
ticket_title	String	Yes	Ticket Title
ticket_content	String	Yes	Ticket problem description
ticketid	String	Yes	Ticket ID
get_ticket_datetime_ms	Long	Yes	Get ticket info time, e.g.: 1678085323404 (current time)
reply_content	String	No	Ticket reply content
reply_type	String	Yes	Ticket reply type. 0: Visible to all, 1: Visible to agents only
deal_groupid	String	No	Receiving skill group ID
deal_group_name	String	No	Receiving skill group name
deal_agentid	String	No	Receiving agent ID
deal_agent_name	String	No	Receiving agent name
reply_agentid	String	Yes	Reply agent ID, the agent currently processing the reply
reply_agent_name	String	Yes	Reply agent name
ticket_status	String	Yes	Ticket status. 0: Not received, 1: Processing, 2: Waiting for reply, 3: Resolved, 99: Closed, 98: Deleted, including custom ticket status.
ticket_level	String	Yes	Ticket priority. 0: Low, 1: Medium, 2: High, 3: Urgent
reply_file_str	String	No	Reply attachment path. Multiple attachments are separated by semicolon ";"
copy_agent	List	No	CC agent
extend_fields	List	No	Ticket custom field info

copy_agent set:

Param	Type	Required	Description
agent_name	String	Yes	Agent name
agent_mail	String	Yes	Agent email

extend_fields set:

Param	Type	Required	Description
fieldid	String	Yes	Custom field ID
field_value	String	Yes	Custom field value

Request example:

curl https://sg.sobot.io/api/ws/5/ticket/save_ticket_reply -X POST 
-H 'content-type: application/json' 
-H 'token:4ac37cb2e9c740dba4b75a34d5358802'
-H 'language:en'
-d '{"ticketid":"acb290d666814d65834c70073aed65f2","ticket_title":"test","reply_content":"agent reply","ticket_content":"test","reply_type":"0","ticket_status":"1","ticket_level":"0",
"get_ticket_datetime":"2019-09-19 13:00:00","reply_agentid":"0a37c8156d094311890e48fbc06501c4","reply_agent_name":"ming","copy_agent":[{"agent_name":"test","agent_mail":"3443355456@qq.com"}],"reply_agentid":"0a37c8156d094311890e48fbc06501c4","reply_agent_name":"ming",  "extend_fields":[{"fieldid":"5ba3741d772c47d9a3066db1d3900b4e","field_value":"123"},{"fieldid":"3ceef648f3d6412abdf8fd6aac5db9f3","field_value":"539325753445693"}]}'

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message

Return example:

{
  "ret_code": "000000",
  "ret_msg": "Success"
}

● Attachment Upload (Customer)

API description:

Customers upload one or more attachments when creating or replying to a ticket. Upload the attachment first, and then call Create Tickets (Customer) or Reply to Tickets (Customer).

Note:

1. Indicate Content-Type in the request: multipart/form-data;boundary=----WebKitFormBoundary7MA4YWxkTrZu0gW

Request method:

POST

Request URL:

 https://sg.sobot.io/api/ws/5/ticket/user_upload_file

Request param:

Param	Type	Required	Description
file	IO stream	No	File stream. Select the file to be uploaded
file_num_key	String	No	Upload file ID, which is a value generated randomly to determine the number of uploaded files

Request example:

curl https://sg.sobot.io/api/ws/5/ticket/user_upload_file -X POST-H 'content-type:multipart/form-data;boundary=----WebKitFormBoundary7MA4YWxkTrZu0gW' -H 'token: 4ac37cb2e9c740dba4b75a34d5358802' -H 'language:en' -F 'file=@/ C:/Users/Pictures/WeChat Image_201905281146jpg ' -F 'file_num_key=16dfc20e-f3de-46tf-8088-844cfde704d3'

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
item	Object	No	Return object

Item object:

Param	Type	Required	Description
file_url	String	Yes	File path

Return example:

{
  "item": {
    "file_url": "https://img-sg.sobot.io/console/acb290d666814d65834c70073aed65f2/ticket/WeChat image_201905281146jpg"
  },
  "ret_code": "000000",
  "ret_msg": "Success"
}

● Attachment Upload (Agent)

API description:

Agents upload one or more attachments when creating or replying to a ticket. Upload the attachment first, and then call Create Tickets (Agent) or Reply to Tickets (Agent).

Note:

1. Indicate Content-Type in the request: multipart/form-data;boundary=----WebKitFormBoundary7MA4YWxkTrZu0gW

Request method:

POST

Request URL:

 https://sg.sobot.io/api/ws/5/ticket/upload_file

Request param:

Param	Type	Required	Name	Note
file	IO stream	No	File stream	Select the file to be uploaded
file_num_key	String	No	Upload file ID	A value generated randomly to determine the number of uploaded files

Request example:

curl https://sg.sobot.io/api/ws/5/ticket/upload_file -X POST -H 'content-type:multipart/form-data;boundary=----WebKitFormBoundary7MA4YWxkTrZu0gW' -H 'token: 4ac37cb2e9c740dba4b75a34d5358802' -H 'language:en' -F 'file=@/ C:/Users/Pictures/WeChat Image_201905281146jpg' -F 'file_num_key=16dfc20e-f3de-46tf-8088-844cfde704d3'

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
item	Object	No	Return object

Item object:

Param	Type	Required	Description
file_url	String	Yes	File path

Return example:

{
  "item": {
    "file_url": "https://img-sg.sobot.io/console/acb290d666814d65834c70073aed65f2/ticket/WeChat image_201905281146jpg"
  },
  "ret_code": "000000",
  "ret_msg": "Success"
}

● Ticket Reminder

API description:

Perform reminder to tickets and return the operation results.

Short message notification to customer service is currently not supported for reminders through the interface.

Request method:

POST

Request URL:

 https://sg.sobot.io/api/ws/5/ticket/reminder

Request param:

Param	Type	Required	Description
ticketid	String	No	Ticket ID
ticket_code	String	No	Ticket No.
reminder_agentid	String	Yes	Reminder agent ID
reminder_remark	String	Yesy	Reminder note

Request example:

curl https://sg.sobot.io/api/ws/5/ticket/reminder -X POST -H 'content-type: application/json' 
-H 'token:4ac37cb2e9c740dba4b75a34d5358802' 
-d '{"ticketid":"d53fb3d4b37d4164b8885ff0b3c3a1bb","ticket_code":"20240903000001",
"reminder_agentid":"7dd8695ed454436897da52576a42b29e","reminder_remark":"reminder note"}'

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	No	Return message

Return example:

{
  "ret_code": "000000",
  "ret_msg": "Success"
}

● Add Ticket Satisfaction Evaluation

API description:

Perform satisfaction evaluation to tickets and return the operation results

Request method:

POST

Request URL:

 https://sg.sobot.io/api/ws/5/ticket/add_ticket_evaluation

Request param:

Param	Type	Required	Description
ticketId	String	Yes	Ticket ID
companyId	String	Yes	Company ID
score	Integer	Yes	Score. 1: 1 star, 2: 2 stars, 3: 3 stars, 4: 4 stars, 5: 5 stars
remark	String	No	Comment

Request example:

curl -H 'token: 4ac37cb2e9c740dba4b75a34d5358802' -H 'language:en' https://sg.sobot.io/api/ws/5/ticket/add_ticket_evaluation?ticketId=2831ceace38c45649840374a08d321bd&companyId=45649840374a08d321bd&score=5&remark=I am satisfied with this service

Return param:

Field	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message

Return example:

{
  "ret_code": "000000",
  "ret_msg": "Success"
}

● Query Ticket List by Creation Time

API description:

Query ticket list information by ticket creation time period

Request method:

GET

Request URL:

 https://sg.sobot.io/api/ws/5/ticket/query_tickets

request headers：

Param	Type	Required	Description
timezoneid	String	No	Timezone identifiers, e.g: Asia/Shanghai, America/Caracas,Default value Asia/Shanghai

Request param:

Param	Type	Required	Description
create_start_datetime_ms	Long	Yes	Ticket creation start time, e.g.: 1678085323404
create_end_datetime_ms	Long	Yes	Ticket creation end time, e.g.: 1678085323404 (the creation time period queried cannot exceed one month)
ticket_status	String	No	Ticket status. 0: Not received, 1: Processing, 2: Waiting for reply, 3: Resolved, 99: Closed, 98: Deleted, including custom ticket status.
ticket_from	String	No	Ticket source. 0: Ticket Center, 1: Desktop site submission, 2: Mobile site submission, 3: WeChat official account submission, 4: App submission, 6: Desktop site-Livechat Workbench, 7: CRM, 8: Call Center, 9: WeChat official account-Livechat workbench, 10: Mobile site-Livechat workbench, 11: App-Livechat workbench, 12: Email submission, 13: Voice MSG, 14: WeChat mini program-Livechat workbench, 15: WeCom-Livechat workbench, 16: WeChat mini program submission, 17: WeCom submission, 18: Import in Bulk, 19: WeChat Agent, 20: WeCom - SCRM, 21: Bot Submission, 22: Facebook - Livechat Workbench, 23: Facebook - Ticket Submission, 24: WhatsApp - Livechat Workbench, 25: WhatsApp - Ticket Submission, 26: Instagram - Livechat Workbench, 27: Instagram - Ticket Submission, 28: Line - Livechat Workbench, 29: Line - Ticket Submission, 30: Discord - Livechat Workbench, 31: Discord - Ticket Submission, 32: Telegram - Livechat Workbench, 33: Telegram - Ticket Submission, 34: Shopify
ticket_typeid	String	No	Ticket category ID
userid	String	No	Customer ID
user_partnerid	String	No	Customer Docking ID
deal_agentid	String	No	Receiving agent ID
deal_agent_groupid	String	No	Receiving agent group ID
page_no	Integer	Yes	Current page, the first page by default
page_size	Integer	Yes	Pieces displayed on the current page, 15 per page by default, 50 per page max

Request example:

curl -H 'token: 4ac37cb2e9c740dba4b75a34d5358802' 
-H 'language:en' 
-H 'timezoneid:Asia/Shanghai'
https://sg.sobot.io/api/ws/5/ticket/query_tickets?create_start_datetime=2018-09-18 00:00:00&create_end_datetime=2018-09-18 23:59:59

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
items	List	No	Return set
page_no	Integer	Yes	Current page
page_size	Integer	Yes	Pieces displayed on the current page
page_count	Integer	Yes	Total pages
total_count	Integer	Yes	Total pieces

Items set:

Param	Type	Required	Description
ticketid	String	Yes	Ticket ID
ticket_title	String	Yes	Ticket Title
ticket_content	String	Yes	Problem description
ticket_code	String	Yes	Ticket No.
ticket_from	String	Yes	Ticket source. 0: Ticket Center, 1: Desktop site submission, 2: Mobile site submission, 3: WeChat official account submission, 4: App submission, 6: Desktop site-Livechat Workbench, 7: CRM, 8: Call Center, 9: WeChat official account-Livechat workbench, 10: Mobile site-Livechat workbench, 11: App-Livechat workbench, 12: Email submission, 13: Voice MSG, 14: WeChat mini program-Livechat workbench, 15: WeCom-Livechat workbench, 16: WeChat mini program submission, 17: WeCom submission, 18: Import in Bulk, 19: WeChat Agent, 20: WeCom - SCRM, 21: Bot Submission, 22: Facebook - Livechat Workbench, 23: Facebook - Ticket Submission, 24: WhatsApp - Livechat Workbench, 25: WhatsApp - Ticket Submission, 26: Instagram - Livechat Workbench, 27: Instagram - Ticket Submission, 28: Line - Livechat Workbench, 29: Line - Ticket Submission, 30: Discord - Livechat Workbench, 31: Discord - Ticket Submission, 32: Telegram - Livechat Workbench, 33: Telegram - Ticket Submission, 34: Shopify
ticket_level	String	Yes	Ticket priority. 0: Low, 1: Medium, 2: High, 3: Urgent
ticket_status	String	Yes	Ticket status. 0: Not received, 1: Processing, 2: Waiting for reply, 3: Resolved, 99: Closed, 98: Deleted, including custom ticket status.
start_type	String	Yes	Ticket creator type. 0: Agent, 1: Customer
start_name	String	Yes	Ticket creator name
ticket_type_name	String	Yes	Ticket category name, displayed as: Level 1/Level 2/Level 3
deal_agent_name	String	No	Receiving agent name
deal_group_name	String	No	Receiving skill group name
create_datetime	String	Yes	Ticket creation time, e.g.: 2018- 09 - 18 12 :00: 00
create_datetime_ms	Long	Yes	Ticket creation time, e.g.: 1678085323404
update_datetime	String	Yes	Ticket update time, e.g.: 2018- 09 - 18 13 :00: 00
update_datetime_ms	Long	Yes	Ticket update time, e.g.: 16780853234040
user_nick	String	Yes	Customer Nickname
user_name	String	No	Customer name
user_tels	String	No	Customer phone number. Multiple numbers are separated by comma ","
user_emails	String	No	Customer emails. Multiple emails are separated by comma ","
evaluation_datetime	String	No	Ticket evaluation time, e.g.: 2018- 09 - 18 13 :00: 00
evaluation_datetime_ms	Long	No	Ticket evaluation time, e.g.: 1678085323404
score	Integer	No	Score. 1: 1 star, 2: 2 stars, 3: 3 stars, 4: 4 stars, 5: 5 stars
remark	String	No	Comment

Return example:

{
  "items": [
    {
      "create_datetime": "2018-09-18 09:10:05",
      "create_datetime_ms": 16780853234040,
      "deal_group_name": "",
      "deal_agent_name": "",
      "start_name": "admin1",
      "start_type": "1",
      "ticket_code": "20190912000007",
      "ticket_content": "test ticket",
      "ticket_from": "1",
      "ticket_level": "0",
      "ticket_status": "1",
      "ticket_title": "test ticket",
      "ticket_type_name": "Service",
      "ticketid": "b6dacd72a5cf4e2999e78a18a9126c72",
      "update_datetime": "2018-09-18 09:15:55",
      "update_datetime_ms": 16780853234040,
      "user_nick": "user1",
      "evaluation_datetime": "2018-09-18 09:15:55",
      "evaluation_datetime_ms": 16780853234040,
      "score": 1,
      "remark": "The problem was solved very quickly"
    },
    {
      "create_datetime": "2018-09-18 08:14:05",
      "create_datetime_ms": 16780853234040,
      "deal_group_name": "",
      "deal_agent_name": "",
      "start_name": "admin1",
      "start_type": "1",
      "ticket_code": "20190912000006",
      "ticket_content": "est ticket 2",
      "ticket_from": "1",
      "ticket_level": "0",
      "ticket_status": "1",
      "ticket_title": "test ticket 2",
      "ticket_type_name": "Consulting/consulting 1/consulting 2",
      "ticketid": "266a341702ef40d595915a3c19676745",
      "update_datetime": "2018-09-18 08:20:05",
      "user_nick": "user2"
    },
    {
      "create_datetime": "2018-09-18 07:34:25",
      "create_datetime_ms": 16780853234040,
      "deal_group_name": "123",
      "deal_agent_name": "ming",
      "start_name": "admin1",
      "start_type": "0",
      "ticket_code": "20190912000003",
      "ticket_content": "<p>34433434</p>",
      "ticket_from": "0",
      "ticket_level": "0",
      "ticket_status": "0",
      "ticket_title": "4343",
      "ticket_type_name": "other",
      "ticketid": "f294176887284c5597794c636d5a1bfe",
      "update_datetime": "2018-09-18 07:54:35",
      "update_datetime_ms": 16780853234040,
      "user_emails": "wangxun0104@hotmail.com",
      "user_name": "user3",
      "user_nick": "user3",
      "user_tels": "18280240680"
    }
  ],
  "page_count": 1,
  "page_no": 1,
  "page_size": 15,
  "ret_code": "000000",
  "ret_msg": "Success",
  "total_count": 3
}

● Query Ticket List by Update Time

API description:

Query ticket list information by ticket update time period

Request method:

GET

Request URL:

https://sg.sobot.io/api/ws/5/ticket/query_tickets_by_update_time

request headers：

Param	Type	Required	Description
timezoneid	String	No	Timezone identifiers, e.g: Asia/Shanghai, America/Caracas,Default value Asia/Shanghai

Request param:

Param	Type	Required	Description
update_start_datetime_ms	Long	Yes	Ticket update start time, e.g.: 1678085323404
update_end_datetime_ms	Long	Yes	Ticket update end time, e.g.: 1678085323404 (the creation time period queried cannot exceed one month)
ticket_status	String	No	Ticket status. 0: Not received, 1: Processing, 2: Waiting for reply, 3: Resolved, 99: Closed, 98: Deleted, including custom ticket status.
ticket_from	String	No	Ticket source. 0: Ticket Center, 1: Desktop site submission, 2: Mobile site submission, 3: WeChat official account submission, 4: App submission, 6: Desktop site-Livechat Workbench, 7: CRM, 8: Call Center, 9: WeChat official account-Livechat workbench, 10: Mobile site-Livechat workbench, 11: App-Livechat workbench, 12: Email submission, 13: Voice MSG, 14: WeChat mini program-Livechat workbench, 15: WeCom-Livechat workbench, 16: WeChat mini program submission, 17: WeCom submission, 18: Import in Bulk, 19: WeChat Agent, 20: WeCom - SCRM, 21: Bot Submission, 22: Facebook - Livechat Workbench, 23: Facebook - Ticket Submission, 24: WhatsApp - Livechat Workbench, 25: WhatsApp - Ticket Submission, 26: Instagram - Livechat Workbench, 27: Instagram - Ticket Submission, 28: Line - Livechat Workbench, 29: Line - Ticket Submission, 30: Discord - Livechat Workbench, 31: Discord - Ticket Submission, 32: Telegram - Livechat Workbench, 33: Telegram - Ticket Submission, 34: Shopify
ticket_typeid	String	No	Ticket category ID
userid	String	No	Customer ID
user_partnerid	String	No	Customer Docking ID
deal_agentid	String	No	Receiving agent ID
deal_agent_groupid	String	No	Receiving agent group ID
page_no	Integer	Yes	Current page, the first page by default
page_size	Integer	Yes	Pieces displayed on the current page, 15 per page by default, 50 per page max

Request example:

curl -H 'token: 4ac37cb2e9c740dba4b75a34d5358802' 
-H 'language:en' 
-H 'timezoneid:Asia/Shanghai' 
https://sg.sobot.io/api/ws/5/ticket/query_tickets_by_update_time?update_start_datetime=2018-09-18 00:00:00&update_end_datetime=2018-09-18 23:59:59

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
items	List	No	Return set
page_no	Integer	Yes	Current page
page_size	Integer	Yes	Pieces displayed on the current page
page_count	Integer	Yes	Total pages
total_count	Integer	Yes	Total pieces

Items set:

Param	Type	Required	Name
ticketid	String	Yes	Ticket ID
ticket_title	String	Yes	Ticket Title
ticket_content	String	Yes	Problem description
ticket_code	String	Yes	Ticket No.
ticket_from	String	Yes	Ticket source. 0: Ticket Center, 1: Desktop site submission, 2: Mobile site submission, 3: WeChat official account submission, 4: App submission, 6: Desktop site-Livechat Workbench, 7: CRM, 8: Call Center, 9: WeChat official account-Livechat workbench, 10: Mobile site-Livechat workbench, 11: App-Livechat workbench, 12: Email submission, 13: Voice MSG, 14: WeChat mini program-Livechat workbench, 15: WeCom-Livechat workbench, 16: WeChat mini program submission, 17: WeCom submission, 18: Import in Bulk, 19: WeChat Agent, 20: WeCom - SCRM, 21: Bot Submission, 22: Facebook - Livechat Workbench, 23: Facebook - Ticket Submission, 24: WhatsApp - Livechat Workbench, 25: WhatsApp - Ticket Submission, 26: Instagram - Livechat Workbench, 27: Instagram - Ticket Submission, 28: Line - Livechat Workbench, 29: Line - Ticket Submission, 30: Discord - Livechat Workbench, 31: Discord - Ticket Submission, 32: Telegram - Livechat Workbench, 33: Telegram - Ticket Submission, 34: Shopify
ticket_level	String	Yes	Ticket priority. 0: Low, 1: Medium, 2: High, 3: Urgent
ticket_status	String	Yes	Ticket status. 0: Not received, 1: Processing, 2: Waiting for reply, 3: Resolved, 99: Closed, 98: Deleted, including custom ticket status.
start_type	String	Yes	Ticket creator type. 0: Agent, 1: Customer
start_name	String	Yes	Ticket creator name
ticket_type_name	String	Yes	Ticket category name, displayed as: Level 1/Level 2/Level 3
deal_agent_name	String	No	Receiving agent name
deal_group_name	String	No	Receiving skill group name
create_datetime	String	Yes	Ticket creation time, e.g.: 2018- 09 - 18 12 :00: 00
create_datetime_ms	Long	Yes	Ticket creation time, e.g.: 1678085323404
update_datetime	String	Yes	Ticket update time, e.g.: 2018- 09 - 18 13 :00: 00
update_datetime_ms	Long	Yes	Ticket update time, e.g.: 1678085323404
user_nick	String	Yes	Customer Nickname
user_name	String	No	Customer name
user_tels	String	No	Customer phone number. Multiple numbers are separated by comma ","
user_emails	String	No	Customer emails. Multiple emails are separated by comma ","
evaluation_datetime	String	No	Ticket evaluation time, e.g.: 2018- 09 - 18 13 :00: 00
evaluation_datetime_ms	Long	No	Ticket evaluation time, e.g.: 1678085323404
score	Integer	No	Score. 1: 1 star, 2: 2 stars, 3: 3 stars, 4: 4 stars, 5: 5 stars
remark	String	No	Comment

Return example:

{
  "items": [
    {
      "create_datetime": "2018-09-18 09:10:05",
      "create_datetime_ms": 1678085323404,
      "deal_group_name": "",
      "deal_agent_name": "",
      "start_name": "admin1",
      "start_type": "1",
      "ticket_code": "20190912000007",
      "ticket_content": "test ticket",
      "ticket_from": "1",
      "ticket_level": "0",
      "ticket_status": "1",
      "ticket_title": "test ticket",
      "ticket_type_name": "Service",
      "ticketid": "b6dacd72a5cf4e2999e78a18a9126c72",
      "update_datetime": "2018-09-18 09:15:55",
      "update_datetime_ms": 1678085323404,
      "user_nick": "user1",
      "evaluation_datetime": "2018-09-18 09:15:55",
      "evaluation_datetime_ms": 1678085323404,
      "score": 1,
      "remark": "The problem was solved very quickly"
    },
    {
      "create_datetime": "2018-09-18 08:14:05",
      "create_datetime_ms": 1678085323404,
      "deal_group_name": "",
      "deal_agent_name": "",
      "start_name": "admin1",
      "start_type": "1",
      "ticket_code": "20190912000006",
      "ticket_content": "est ticket 2",
      "ticket_from": "1",
      "ticket_level": "0",
      "ticket_status": "1",
      "ticket_title": "test ticket 2",
      "ticket_type_name": "Consulting/consulting 1/consulting 2",
      "ticketid": "266a341702ef40d595915a3c19676745",
      "update_datetime": "2018-09-18 08:20:05",
      "update_datetime_ms": 1678085323404,
      "user_nick": "user2"
    },
    {
      "create_datetime": "2018-09-18 07:34:25",
      "create_datetime_ms": 1678085323404,
      "deal_group_name": "123",
      "deal_agent_name": "ming",
      "start_name": "admin1",
      "start_type": "0",
      "ticket_code": "20190912000003",
      "ticket_content": "<p>34433434</p>",
      "ticket_from": "0",
      "ticket_level": "0",
      "ticket_status": "0",
      "ticket_title": "4343",
      "ticket_type_name": "other",
      "ticketid": "f294176887284c5597794c636d5a1bfe",
      "update_datetime": "2018-09-18 07:54:35",
      "update_datetime_ms": 1678085323404,
      "user_emails": "wangxun0104@hotmail.com",
      "user_name": "user3",
      "user_nick": "user3",
      "user_tels": "18280240680"
    }
  ],
  "page_count": 1,
  "page_no": 1,
  "page_size": 15,
  "ret_code": "000000",
  "ret_msg": "Success",
  "total_count": 3
}

● Query Ticket Detail Page

API description:

Return the details of the ticket (including ticket reply and operation history).

Request method:

GET

Request URL:

 https://sg.sobot.io/api/ws/5/ticket/get_ticket_by_id

request headers：

Param	Type	Required	Description
timezoneid	String	No	Timezone identifiers, e.g: Asia/Shanghai, America/Caracas,Default value Asia/Shanghai

Request param:

Param	Type	Required	Description
ticketid	String	Yes	Ticket ID

Request example:

curl -H 'token: 4ac37cb2e9c740dba4b75a34d5358802' 
-H 'language:en'
-H 'timezoneid:Asia/Shanghai' 
-d https://sg.sobot.io/api/ws/5/ticket/get_ticket_by_id?ticketid=ebe6a8b6bcf840418b8e58d123262945

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
item	Object	No	Return object

Item object:

Param	Type	Required	Description
companyid	String	Yes	Company ID
ticketid	String	Yes	Ticket ID
ticket_code	String	Yes	Ticket No.
ticket_title	String	Yes	Ticket Title
ticket_content	String	Yes	Ticket problem description
ticket_from	String	Yes	Ticket source. 0: Ticket Center, 1: Desktop site submission, 2: Mobile site submission, 3: WeChat official account submission, 4: App submission, 6: Desktop site-Livechat Workbench, 7: CRM, 8: Call Center, 9: WeChat official account-Livechat workbench, 10: Mobile site-Livechat workbench, 11: App-Livechat workbench, 12: Email submission, 13: Voice MSG, 14: WeChat mini program-Livechat workbench, 15: WeCom-Livechat workbench, 16: WeChat mini program submission, 17: WeCom submission, 18: Import in Bulk, 19: WeChat Agent, 20: WeCom - SCRM, 21: Bot Submission, 22: Facebook - Livechat Workbench, 23: Facebook - Ticket Submission, 24: WhatsApp - Livechat Workbench, 25: WhatsApp - Ticket Submission, 26: Instagram - Livechat Workbench, 27: Instagram - Ticket Submission, 28: Line - Livechat Workbench, 29: Line - Ticket Submission, 30: Discord - Livechat Workbench, 31: Discord - Ticket Submission, 32: Telegram - Livechat Workbench, 33: Telegram - Ticket Submission, 34: Shopify
ticket_level	String	Yes	Ticket priority. 0: Low, 1: Medium, 2: High, 3: Urgent
ticket_status	String	Yes	Ticket status. 0: Not received, 1: Processing, 2: Waiting for reply, 3: Resolved, 99: Closed, 98: Deleted, including custom ticket status.
ticket_typeid	String	Yes	Ticket category ID
ticket_type_name	String	Yes	Ticket category name
start_type	String	Yes	Ticket creator type. 0: Agent, 1: Customer
start_name	String	Yes	Ticket creator name
deal_groupid	String	No	Ticket receiving skill group ID
deal_group_name	String	No	Ticket receiving skill group name
deal_agentid	String	No	Ticket receiving agent ID
deal_agent_name	String	No	Ticket receiving agent name
recordid	String	No	Associated record ID, the chat or call ID (chat ID when ticket source is desktop site-livechat workbench, call ID when ticket source is Call Center)
userid	String	Yes	Ticket associated customer ID
user_nick	String	Yes	Customer Nickname
user_name	String	No	Customer name
user_tels	String	No	Customer phone number. Multiple numbers are separated by comma ","
user_emails	String	No	Customer emails. Multiple emails are separated by comma ","
update_agent_name	String	Yes	Ticket operator name
create_datetime	String	Yes	Ticket creation time, e.g.: 2018- 09 - 18 10 :14: 05
create_datetime_ms	Long	Yes	Ticket creation time, e.g.: 1678085323404
update_datetime	String	Yes	Ticket update time, e.g.: 2018- 09 - 18 10 :34: 45
update_datetime_ms	Long	Yes	Ticket update time, e.g.: 1678085323404
file_list	List	No	Attachment
extend_fields_list	List	No	Ticket custom field
deal_list	List	No	All ticket replies
update_log_list	List	Yes	Ticket operation records
evaluation_datetime	String	No	Ticket evaluation time, e.g.: 2018- 09 - 18 13 :00: 00
evaluation_datetime_ms	Long	No	Ticket evaluation time, e.g.: 1678085323404
score	Integer	No	Score. 1: 1 star, 2: 2 stars, 3: 3 stars, 4: 4 stars, 5: 5 stars
remark	String	No	Comment
params_extends_list	List	No	Docking field
create_group_names	String	No	Creation agent group name. Multiple names are separated by comma ","
closed_datetime	String	No	Ticket close time, e.g.: 2022- 08 - 10 10 :14: 05
closed_datetime_ms	Long	No	Ticket close time, e.g.: 1678085323404
first_accept_datetime	String	No	Ticket 1st response time, e.g.: 2022-08-10 10:14:05
first_accept_datetime_ms	Long	No	Ticket 1st response time, e.g.: 1678085323404
first_complete_datetime	String	No	Ticket FCR time, e.g.: 2022-08-10 10:14:05
first_complete_datetime_ms	Long	No	Ticket FCR time, e.g.: 1678085323404
concern_serviceid	String	No	Ticket follower ID. Multiple IDs are separated by comma ","
concern_service_name	String	No	Ticket follower name. Multiple names are separated by comma ","

extend_fields_list set:

Param	Type	Required	Description
fieldid	String	Yes	Custom field ID
field_name	String	Yes	Custom field name
field_type	String	Yes	Custom field type. 1: Single-line text, 2: Multi-line text, 3: Date, 4: Time, 5: Number, 6: Drop-down list, 7: Check box, 8: Radio button 9: Cascade 12: Date+Time
field_text	String	No	Optional field option text value
field_value	String	Yes	Custom field value
field_sortno	Integer	Yes	Sort field. The smaller the value is, the higher the ranking will be

params_extends_list set:

Param	Type	Required	Description
fieldid	String	Yes	Docking field ID
field_name	String	Yes	Docking field name
field_value	String	Yes	Docking field value

deal_list set:

Param	Type	Required	Description
replyid	String	Yes	Reply ID
reply_title	String	Yes	Reply title
reply_content	String	No	Reply content (The reply content of the Call Reply way is the call ID)
reply_type	String	Yes	Reply type. 0: Visible to all, 1: Visible to agents only
reply_datetime	String	Yes	Reply time, e.g.: 2018- 09 - 18 10 :34: 45
reply_datetime_ms	Long	Yes	Reply time, e.g.: 1678085323404
start_type	String	Yes	Respondent type. 0: Agent, 1: Customer, 2:Flow trigger, 3: Ticket bot, 6: Automations
update_user_name	String	Yes	Respondent name
face_img	String	Yes	Respondent avatar
file_list	List	No	Reply attachment
reply_type_new	Integer	No	Reply way, 1: Ticket Repaly, 2: Email Reply, 3: Internal Note, 4: Email Notify, 5: SMS Notify, 6: Call Reply, 7: Amazon Reply

update_log_list set:

Param	Type	Required	Description
update_title	String	Yes	Operation record title
update_contents	String	No	Operation record content JSON format
log_from	String	Yes	Operation record source. 1: Page operation, 2: Flow trigger, 3: Automations 4: Ticket bot rule 5: Ticket bot 6: System operation
update_datetime	String	Yes	Operation record time, e.g.: 2018- 09 - 18 10 :34: 45
update_datetime_ms	Long	Yes	Operation record time, e.g.: 1678085323404
start_type	String	Yes	Operator type. 0: Agent, 1: Customer, 2: Flow trigger, 3: Ticket bot, 4: Ticket bot rule, 5: System operation, 6: Automations
update_agent_name	String	Yes	Operator name
face_img	String	Yes	Operator avatar

file_list set:

Param	Type	Required	Description
file_name	String	Yes	Attachment name
file_url	String	Yes	Attachment path
file_type	String	Yes	Attachment type

Return example:

{
  "item": {
    "companyid": "acb290d666814d65834c70073aed65f2",
    "create_datetime": "2018-09-18 10:14:05",
    "create_datetime_ms": 1678085323404,
    "deal_groupid": "",
    "deal_group_name": "",
    "deal_list": [
      {
        "face_img": "https://img-sg.sobot.io/console/acb290d666814d65834c70073aed65f2/userImage/2018011516173PNG ",
        "file_list": [
          {
            "file_name": "201905281146jpg",
            "file_type": "jpg",
            "file_url": "https://img-sg.sobot.io/console/acb290d666814d65834c70073aed65f2/ticket/WeChat image_20190528114613_15686145601jpg"
          }
        ],
        "reply_content": "<p>343</p>",
        "reply_datetime": "2018-09-18 10:34:45",
        "reply_datetime_ms": 1678085323404,
        "reply_title": "Reply to customers in Beijing ",
        "reply_type": "0",
        "start_type": "0",
        "update_user_name": "admin2",
        "replyid": "c11897076adc4dd98f7a64f026fc2632"
      }
    ],
    "deal_agent_name": "admin2",
    "extend_fields_list": [
      {
        "field_name": "Dropdown list",
        "fieldid": "3ceef648f3d6412abdf8fd6aac5db9f3",
        "field_type": "6",
        "field_text": "999",
        "field_value": "540264609760473"
      },
      {
        "field_name": "time",
        "fieldid": "4e1e6b21b433461d9bac2cee6d3297d1",
        "field_type": "4",
        "field_text": "",
        "field_value": "00:00"
      },
      {
        "field_name": "test234",
        "fieldid": "d1dc7e1e13794cf1a936d74b76c4ecc0",
        "field_type": "1",
        "field_text": "",
        "field_value": "455445"
      }
    ],
    "file_list": [],
    "start_name": "Beijing customers",
    "start_type": "1",
    "ticket_code": "1534758910",
    "ticket_content": "<p>test</p>",
    "ticket_from": "1",
    "ticket_level": "0",
    "ticket_status": "2",
    "ticket_title": "Customer message",
    "ticket_typeid": "c6aef17dca6b4ee5b9dc4206d8162abt",
    "ticket_type_name": "Consulting/consulting 1/consulting 2",
    "ticketid": "d6aef19dca6b4ee5b9dc4206d8162105",
    "update_log_list": [
      {
        "face_img": "https://img-sg.sobot.io/console/acb290d666814d65834c70073aed65f2/userImage/2018011516173PNG ",
        "log_from": "1",
        "start_type": "0",
        "update_contents": "{\"reply\":\"343\",\"reply file\":\"201905281146jpg\"}",
        "update_agent_name": "admin2",
        "update_datetime": "2018-09-18 10:34:45",
        "update_datetime_ms": 1678085623404,
        "update_title": "Ticket update"
      },
      {
        "face_img": "https://img-sg.sobot.io/console/common/face/user.png",
        "log_from": "1",
        "start_type": "1",
        "update_contents": "{\"Ticket Category\":\"Consulting/consulting 1/consulting 2\",\"Ticket Title\":\"Customer message\",\"Problem description\":\"test\",\"Custom Fields\":\"{\"Dropdown list\":\"1\",\"test1\":\"2\"}\",\"Priority\":\"Low\",\"Tickets Status\":\"Not Received\"}",
        "update_datetime": "2018-09-18 10:14:05",
        "update_datetime_ms": 1678085323404,
        "update_title": "Ticket create"
      }
    ],
    "update_datetime": "2018-09-18 10:34:45",
    "update_datetime_ms": 1678085323404,
    "user_nick": "Beijing customers",
    "userid": "fdd41fb55c4f41e4afa4906064deced3",
    "evaluation_datetime": "2018-09-18 09:15:55",
    "evaluation_datetime_ms": 1678085323404,
    "score": 1,
    "remark": "The problem was solved very quickly"
  },
  "ret_code": "000000",
  "ret_msg": "Success"
}

● Query Ticket Statistics Overview

API description:

Get the corresponding number of tickets in a certain time period.

Request method:

GET

Request URL:

 https://sg.sobot.io/api/ws/5/ticket/get_ticket_data

request headers：

Param	Type	Required	Description
timezoneid	String	No	Timezone identifiers, e.g: Asia/Shanghai, America/Caracas,Default value Asia/Shanghai

Request param:

Param	Type	Required	Description
start_datetime_ms	Long	Yes	Start Time, e.g.:1678085323404
end_datetime_ms	Long	Yes	End Time, e.g.: 1678085323404

Request example:

curl -H 'token: 4ac37cb2e9c740dba4b75a34d5358802' 
-H 'language:en' 
-H 'timezoneid:Asia/Shanghai' 
https://sg.sobot.io/api/ws/5/ticket/get_ticket_data?start_datetime=2019-09-18 00:00:00&end_datetime=2019-09-18 23:59:59

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
item	Object	Yes	Return object

Item object:

Param	Type	Required	Description
unassigned_ticket_num	String	Yes	Number of unassigned tickets
unsolved_ticket_num	String	Yes	Number of unresolved tickets

Return example:

{
  "item": {
    "unassigned_ticket_num": "2",
    "unsolved_ticket_num": "3"
  },
  "ret_code": "000000",
  "ret_msg": "Success"
}

● Query Ticket Agent Workload

API description:

Get the agent workload in a certain time period.

Request method:

GET

Request URL:

  https://sg.sobot.io/api/ws/5/ticket/query_agent_jobs

request headers：

Param	Type	Required	Description
timezoneid	String	No	Timezone identifiers, e.g: Asia/Shanghai, America/Caracas,Default value Asia/Shanghai

Request param:

Param	Type	Required	Description
start_datetime_ms	Long	Yes	Start Time, e.g.: 1678085323404
end_datetime_ms	Long	Yes	End Time, e.g.: 1678085323404

Request example:

curl -H 'token: 4ac37cb2e9c740dba4b75a34d5358802' 
-H 'language:en' 
-H 'timezoneid:Asia/Shanghai' 
https://sg.sobot.io/api/ws/5/ticket/query_agent_jobs?start_datetime=2019-09-18 00:00:00&end_datetime=2019-09-18 23:59:59

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
items	List	Yes	Return set

Items set:

Param	Type	Required	Description
agentid	String	Yes	Agent ID
agent_name	String	Yes	Agent name
deal_ticket_num	String	Yes	Number of processed tickets
ticket_end_rate	String	Yes	Ticket close rate

Return example:

{
  "items": [
    {
      "deal_ticket_num": "1",
      "agent_name": "admin2",
      "agentid": "efcfda336b5d4caeb4fd71392c54b5c9",
      "ticket_end_rate": "0"
    },
    {
      "deal_ticket_num": 0,
      "agent_name": "ming",
      "agentid": "0a37c8156d094311890e48fbc06501c4",
      "ticket_end_rate": "0"
    }
  ],
  "ret_code": "000000",
  "ret_msg": "Success"
}

● Query Data of Ticket Message Push Exception

API description:

Return the data of ticket message push failure

Request method:

GET

Request URL:

 https://sg.sobot.io/api/ws/5/ticket/query_ticket_push_fail_infos

request headers：

Param	Type	Required	Description
timezoneid	String	No	Timezone identifiers, e.g: Asia/Shanghai, America/Caracas,Default value Asia/Shanghai

Request param:

Param	Type	Required	Description
start_datetime_ms	Long	Yes	Start Time, e.g.: 1678085323404
end_datetime_ms	Long	Yes	End Time, e.g.: 1678085323404
page_no	Integer	Yes	Current page, the first page by default
page_size	Integer	Yes	Pieces displayed on the current page, 15 per page by default, 50 per page max

Request example:

curl -H 'token: 4ac37cb2e9c740dba4b75a34d5358802' 
-H 'language:en' 
-H 'timezoneid:Asia/Shanghai'
https://sg.sobot.io/api/ws/5/ticket/query_ticket_push_fail_infos?start_datetime=2020-04-08 00:00:00&end_datetime=2020-04-08 23:59:59

request headers：

Param	Type	Required	Description
timezoneid	String	No	Timezone identifiers, e.g: Asia/Shanghai, America/Caracas,Default value Asia/Shanghai

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message
items	List	Yes	Return set
page_no	Integer	Yes	Current page
page_size	Integer	Yes	Pieces displayed on the current page
page_count	Integer	Yes	Total pages
total_count	Integer	Yes	Total pieces

Items set:

Param	Type	Required	Description
ticketid	String	Yes	Ticket ID
companyid	String	Yes	Company ID
ticket_title	String	Yes	Ticket Title
ticket_content	String	Yes	Problem description
ticket_code	String	Yes	Ticket No.
ticket_from	String	Yes	Ticket source. 0: Ticket Center, 1: Desktop site submission, 2: Mobile site submission, 3: WeChat official account submission, 4: App submission, 6: Desktop site-Livechat Workbench, 7: CRM, 8: Call Center, 9: WeChat official account-Livechat workbench, 10: Mobile site-Livechat workbench, 11: App-Livechat workbench, 12: Email submission, 13: Voice MSG, 14: WeChat mini program-Livechat workbench, 15: WeCom-Livechat workbench, 16: WeChat mini program submission, 17: WeCom submission, 18: Import in Bulk, 19: WeChat Agent, 20: WeCom - SCRM, 21: Bot Submission, 22: Facebook - Livechat Workbench, 23: Facebook - Ticket Submission, 24: WhatsApp - Livechat Workbench, 25: WhatsApp - Ticket Submission, 26: Instagram - Livechat Workbench, 27: Instagram - Ticket Submission, 28: Line - Livechat Workbench, 29: Line - Ticket Submission, 30: Discord - Livechat Workbench, 31: Discord - Ticket Submission, 32: Telegram - Livechat Workbench, 33: Telegram - Ticket Submission, 34: Shopify
ticket_level	String	Yes	Ticket priority. 0: Low, 1: Medium, 2: High, 3: Urgent
ticket_status	String	Yes	Ticket status. 0: Not received, 1: Processing, 2: Waiting for reply, 3: Resolved, 99: Closed, 98: Deleted, including custom ticket status.
ticket_type_name	String	Yes	Ticket category name, displayed as: Level 1/Level 2/Level 3
deal_agentid	String	No	Receiving agent ID
deal_agent_name	String	No	Receiving agent name
deal_groupid	String	No	Receiving skill group ID
deal_group_name	String	No	Receiving skill group name
reply_content	String	No	Ticket reply content
update_datetime	String	Yes	Ticket update time, e.g.: 2020- 04 - 08 13 :00: 00
update_datetime_ms	Long	Yes	Ticket update time, e.g.: 1678085323404
update_agent_name	String	Yes	Operation agent name
userid	String	Yes	Ticket associated customer ID
user_nick	String	Yes	Customer Nickname
user_name	String	No	Customer name
user_tels	String	No	Customer phone number. Multiple numbers are separated by comma ","
user_emails	String	No	Customer email. Multiple emails are separated by comma ","
recordid	String	No	Ticket associated record ID, the call record ID when the ticket source is Call Center or chat record ID when the ticket source is Desktop site-Livechat Workbench
file_str	String	No	Attachment path
voice_url	String	No	Recording file
hope_accept_time	String	No	1st response time specified by SLA, e.g.: 2020-04-08 13:00:00
hope_accept_time_ms	Long	No	1st response time specified by SLA, e.g.: 1678085323404
hope_complete_time	String	No	FCR time specified by SLA, e.g.: 2020-04-08 13:00:00
hope_complete_time_ms	Long	No	FCR time specified by SLA, e.g.: 1678085323404
is_reminder	String	Yes	Reminder info tag, indicating whether it is a reminder. 0: No, 1: Yes
reminder_agentid	String	No	Reminder agent ID
reminder_agent_name	String	No	Reminder agent name
reminder_remark	String	No	Reminder note
reminder_time	String	No	Reminder time, a specific time, e.g.: 2020- 04 - 20 12 :35: 30
reminder_time_ms	Long	No	Reminder time, a specific time, e.g.: 1678085323404
partnerid	String	No	Associated customer docking ID
extend_fields_list	List	No	Ticket custom field

extend_fields_list set:

Param	Type	Required	Description
fieldid	String	Yes	Custom field ID
field_name	String	Yes	Custom field name
field_type	String	Yes	Custom field type. 1: Single-line text, 2: Multi-line text, 3: Date, 4: Time, 5: Number, 6: Drop-down list, 7: Check box, 8: Radio button 9: Cascade 12: Date+Time
field_text	String	No	Optional field option text value
field_value	String	Yes	Custom field value

Return example:

{
  "items": [
    {
      "companyid": "40d8940f1e854642b41f7c21f790b8e3",
      "deal_agent_name": "",
      "deal_agentid": "",
      "deal_group_name": "",
      "deal_groupid": "",
      "extend_fields_list": [],
      "file_str": "",
      "hope_accept_time": "",
      "hope_complete_time": "",
      "partnerid": "test_lily",
      "recordid": "",
      "ticket_code": "20200326000002",
      "ticket_content": "<p>lily</p>",
      "ticket_from": "0",
      "ticket_level": "0",
      "ticket_status": "0",
      "ticket_title": "Service ticket",
      "ticketid": "4c38229b83bd4101a09612b9ac26baf7",
      "update_agent_name": "admin2",
      "user_name": "VIP",
      "userid": "11a1e8a4a8e9480a8f409dc2a130431f",
      "is_reminder": "0",
      "voice_url": ""
    },
    {
      "companyid": "40d8940f1e854642b41f7c21f790b8e3",
      "deal_agent_name": "admin2",
      "deal_agentid": "587d3293ff794d7785a33d9a0695ea32",
      "deal_group_name": "",
      "deal_groupid": "",
      "extend_fields_list": [
        {
          "field_name": "RIO",
          "field_text": "77",
          "field_type": "6",
          "field_value": "121",
          "fieldid": "6cb4450292d34720877f6083514ca6fb"
        },
        {
          "field_name": "time",
          "field_type": "4",
          "field_value": "09:00",
          "fieldid": "22696682739c4fd7a68094eeed34a8a9"
        }
      ],
      "file_str": "",
      "hope_accept_time": "",
      "hope_complete_time": "",
      "partnerid": "sdk284",
      "recordid": "",
      "ticket_code": "20200326000001",
      "ticket_content": "",
      "ticket_from": "4",
      "ticket_level": "0",
      "ticket_status": "1",
      "ticket_title": "test ticket",
      "ticketid": "2831ceace38c45649840374a08d321bd",
      "update_agent_name": "admin2",
      "userid": "9a4da303f00b4f5295459070edb6b34a",
      "voice_url": ""
    },
    {
      "ticketid": "23ddfbcd7de8472c93e4385d6195dfd5",
      "companyid": "40d8940f1e854642b41f7c21f790b8e3",
      "ticket_code": "202004200000001",
      "is_reminder": "1",
      "reminder_agentid": "587d3293ff794d7785a33d9a0695ea32",
      "reminder_agent_name": "admin2",
      "reminder_remark": "Reminder",
      "reminder_time": "2020-04-20 12:35:30",
      "reminder_time_ms": 1678085323404,
      "update_datetime": "2020-04-20 12:35:30",
      "update_datetime_ms": 1678085323404
    }
  ],
  "page_count": 1,
  "page_no": 1,
  "page_size": 15,
  "ret_code": "000000",
  "ret_msg": "Success",
  "total_count": 2
}

● Offline Data File Download API

API description:

Support acquiring the original data of the ticket business module by calling this API, which can be used for enterprises to archive or analyze data.

Note:

To use this API to download offline data, you should notify Sobot to arrange data sorting in advance; otherwise, you're unable to download data.

Request method:

POST

Request URL:

 https://sg.sobot.io/api/wb/5/data/export_data

Request param:

Param	Type	Required	Description
task_type	String	Yes	Task type. The data here used to get the ticket module should be passed in with a fixed value: 6
date	String	Yes	Date (yyyy-MM-dd)

Request example:

curl https://sg.sobot.io/api/wb/5/data/export_data 
-X POST 
-H 'content-type: application/json' 
-H 'token: 4ac37cb2e9c740dba4b75a34d5358802'
-H 'language:en' 
-d '{
        "task_type":  "6",
        "date": "2019-11-05",
    }'

Return param:

Field	Data Type	Required	Description
updateTime	Long	Yes	Ticket update time (s)
startType	Integer	Yes	Ticket creator type. 0: Agent, 1: Customer
startName	String	Yes	Ticket creator name
companyId	String	Yes	Company ID of the ticket
ticketId	String	Yes	Ticket ID
ticketCode	String	Yes	Ticket No.
ticketTitle	String	Yes	Ticket Title
ticketContent	String	Yes	Problem description
ticketStatus	Integer	Yes	Ticket status. 0: Not received, 1: Processing, 2: Waiting for reply, 3: Resolved, 99: Closed, 98: Deleted, including custom ticket status.
ticketLevel	Integer	Yes	Ticket level. 0: Low, 1: Medium, 2: High, 3: Urgent
ticketFrom	Integer	Yes	Ticket source. 0: Ticket Center, 1: Desktop site submission, 2: Mobile site submission, 3: WeChat official account submission, 4: App submission, 6: Desktop site-Livechat Workbench, 7: CRM, 8: Call Center, 9: WeChat official account-Livechat workbench, 10: Mobile site-Livechat workbench, 11: App-Livechat workbench, 12: Email submission, 13: Voice MSG, 14: WeChat mini program-Livechat workbench, 15: WeCom-Livechat workbench, 16: WeChat mini program submission, 17: WeCom submission, 18: Import in Bulk, 19: WeChat Agent, 20: WeCom - SCRM, 21: Bot Submission, 22: Facebook - Livechat Workbench, 23: Facebook - Ticket Submission, 24: WhatsApp - Livechat Workbench, 25: WhatsApp - Ticket Submission, 26: Instagram - Livechat Workbench, 27: Instagram - Ticket Submission, 28: Line - Livechat Workbench, 29: Line - Ticket Submission, 30: Discord - Livechat Workbench, 31: Discord - Ticket Submission, 32: Telegram - Livechat Workbench, 33: Telegram - Ticket Submission, 34: Shopify
createTime	Long	Yes	Ticket creation time (s)
dealGroupId	String	No	Receiving agent group ID
dealGroupName	String	No	Receiving agent group name
dealUserId	String	No	Receiving agent ID
dealUserName	String	No	Receiving agent name
hopeAcceptTime	String	No	1st response time specified by SLA, e.g.: 2019-11-11 13:01:30
hopeCompleteTime	String	No	FCR time specified by SLA, e.g.: 2019-11-11 13:05:00
customerId	String	Yes	Associated customer ID
nick	String	Yes	Associated customer nickname
uname	String	No	Associated customer's real name
tel	String	No	Associated customer's phone number. Multiple numbers are separated by semicolon
email	String	No	Associated customer email. Multiple emails are separated by semicolon
ticketTypeName	String	Yes	Ticket Categories
recordId	String	No	Record ID
copyUser	String	No	CC agent ID
resultList	List	No	Ticket custom field
dealList	List	No	All ticket replies
fileStr	String	No	All attachment paths, separated by comma
updateLogList	List	No	Ticket operation records

resultList ticket custom field:

Field	Data Type	Required	Description
fieldId	String	Yes	Custom field ID
fieldType	Integer	Yes	Custom field type. 1: Single-line text, 2: Multi-line text, 3: Date, 4: Time, 5: Number, 6: Drop-down list, 7: Check box, 8: Radio button 9: Cascade 12: Date+Time
fieldVariable	String	Yes	Param name of custom field
title	String	Yes	Custom field name
value	String	Yes	Custom field value
text	String	Yes	Optional field option text value

dealList all ticket replies:

Field	Data Type	Required	Description
replyTitle	String	Yes	Reply title
replyContent	String	Yes	Reply content
replyType	String	Yes	Reply type. 0: Visible to all, 1: Visible to agents only
replyTime	Long	Yes	Reply time (s)
startType	Integer	Yes	Respondent type. 0: Agent, 1: Customer
updateUserName	String	Yes	Respondent name
updateUserId	String	Yes	Respondent ID
fileList	List	No	Reply attachment list

fileList reply attachment list:

Field	Data Type	Required	Description
fileName	String	Yes	Attachment name
fileUrl	String	Yes	Attachment path
fileType	String	Yes	Attachment type

updateLogList ticket operation records:

Field	Data Type	Required	Description
updateTitle	String	Yes	Operation record title
updateContent	String	Yes	Operation record content
updateTime	Long	Yes	Operation record time (s)
startType	Integer	Yes	Operator type. 0: Agent, 1: Customer
updateServiceName	String	Yes	Operator name

Return example:

{
  "ticketTitle": "test ticket",
  "dealUserId": "27a3f720bdd8446ea243017f1d2b626f",
  "ticketLevel": 0,
  "dealUserName": "admin2",
  "startType": 0,
  "updateLogList": [
    {
      "startType": 0,
      "updateTime": 1591847016,
      "updateServiceName": "admin2",
      "updateContent": "{\"Ticket Category\":\"1\",\"Ticket Title\":\"test ticket\",\"Problem Description\":\"test\",\"Attachment of problem description\":\"abc.jpg\",\"Custom Fields\":\"callid：eexdrevssfg;company id：abdcreerrt;\",\"Priority\":\"Low\",\"Tickets Status\":\"Not Received\"}",
      "updateTitle": "Ticket create"
    },
    {
      "startType": 0,
      "updateTime": 1591847020,
      "updateServiceName": "admin2",
      "updateContent": "{\"Receiving Agent\":\"admin2\"}",
      "updateTitle": "Ticket update"
    },
    {
      "startType": 0,
      "updateTime": 1591847020,
      "updateServiceName": "admin2",
      "updateContent": "{\"Receiving Agent\":\"admin2\"}",
      "updateTitle": "Ticket update"
    },
    {
      "startType": 0,
      "updateTime": 1591850735,
      "updateServiceName": "admin2",
      "updateContent": "{\"Tickets Status\":\"Closed\"}",
      "updateTitle": "Ticket update"
    }
  ],
  "updateTime": 1591850735,
  "dealGroupName": "",
  "dealList": [
    {
      "replyTime": 1591847016,
      "replyType": "0",
      "updateUserId": "27a3f720bdd8446ea243017f1d2b626f",
      "updateUserName": "admin2",
      "startType": 0,
      "replyContent": "<p>test</p>",
      "fileList": [
        {
          "fileName": "15918469714.jpg",
          "fileUrl": "https://img-sg.sobot.io/console/651b00ce4b5a43969b63ac934e4f0ba2/ticket/15918469714.jpg",
          "fileType": "jpg"
        }
      ]
    },
    {
      "replyTime": 1591850735,
      "replyType": "1",
      "updateUserId": "27a3f720bdd8446ea243017f1d2b626f",
      "updateUserName": "admin2",
      "startType": 0,
      "replyTitle": "reply admin2 zhangjc@sobot.io",
      "fileList": []
    },
    {
      "replyTime": 1591847352,
      "replyType": "1",
      "updateUserId": "27a3f720bdd8446ea243017f1d2b626f",
      "updateUserName": "admin2",
      "startType": 0,
      "replyTitle": "reply admin2 zhangjc@sobot.io",
      "fileList": [
        {
          "fileName": "15918473508.jpg",
          "fileUrl": "https://img-sg.sobot.io/console/651b00ce4b5a43969b63ac934e4f0ba2/ticket/15918473508.jpg",
          "fileType": "jpg"
        },
        {
          "fileName": "15918473472.jpg",
          "fileUrl": "https://img-sg.sobot.io/console/651b00ce4b5a43969b63ac934e4f0ba2/ticket/15918473472.jpg",
          "fileType": "jpg"
        }
      ]
    }
  ],
  "nick": "user2",
  "companyId": "651b00ce4b5a43969b63ac934e4f0ba2",
  "ticketFrom": 0,
  "createTime": 1591847016,
  "ticketStatus": 99,
  "customerId": "570f8e431f9843239ed083f748015412",
  "ticketContent": "<p>test2</p>",
  "dealGroupId": "",
  "fileStr": ";https://img-sg.sobot.io/console/651b00ce4b5a43969b63ac934e4f0ba2/ticket/15918469714.jpg;https://img-sg.sobot.io/console/651b00ce4b5a43969b63ac934e4f0ba2/ticket/15918469714.jpg;https://img-sg.sobot.io/console/651b00ce4b5a43969b63ac934e4f0ba2/ticket/15918473508.jpg;https://img-sg.sobot.io/console/651b00ce4b5a43969b63ac934e4f0ba2/ticket/15918469714.jpg;https://img-sg.sobot.io/console/651b00ce4b5a43969b63ac934e4f0ba2/ticket/15918473472.jpg",
  "ticketCode": 20200611000021,
  "resultList": [
    {
      "fieldId": "271c5b23bd914d81950e68755b7c43b4",
      "fieldType": 1,
      "fieldVariable": "customField15",
      "title": "company id",
      "value": "abdcreerrt"
    },
    {
      "fieldId": "63f0aab22a2b4760a2d9d4a58f2ff938",
      "fieldType": 1,
      "fieldVariable": "customField20",
      "title": "callid",
      "value": "eexdrevssfg"
    },
    {
      "fieldId": "f8b00f7f1df948b7b4233ac23bd419bd",
      "fieldType": 6,
      "fieldVariable": "customField97",
      "text": "app",
      "title": "Problem type",
      "value": "587347957556856 "
    },
    {
      "fieldId": "01c370c4eac64be7a7b784208e9d15ae",
      "fieldType": 10,
      "fieldVariable": "customField120 ",
      "title": "333",
      "value": "[[{\"id\":\"9521446615114883a8a091f41a6b576d\",\"text\":\"\",\"value\":\"\"}]]"
    }
  ],
  "ticketId": "c3f25978eb5d4d4e95f02f1db570a1b7",
  "startName": "admin2"
}

● Ticket Reply Info Deletion

API description:

Delete the reply information of the ticket.

Request method:

POST

Request URL:

 https://sg.sobot.io/api/ws/5/ticket/del_reply_infos

Request param:

Param	Type	Required	Description
ticketid	String	Yes	Ticket ID
replyid	String	Yes	Ticket reply ID, the reply record ID corresponding to the deleted ticket reply information
agentid	String	No	Operation agent ID

Request example:

curl https://sg.sobot.io/api/ws/5/ticket/del_reply_infos -X POST -H 'content-type: application/json' 
-H 'token: 4ac37cb2e9c740dba4b75a34d5358802'
-H 'language:en' 
-d '{
        "ticketid":"e1ccfd1725074f868d9e14dde5853d3d",
        "agentid":"0a37c8156d094311890e48fbc06501c4",
        "replyid":"c11897076adc4dd98f7a64f026fc2632"
    }'

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message

Return example:

{
  "ret_code": "000000",
  "ret_msg": "Success"
}

● Change customer information for ticket

API description:

Change customer information bound to the ticket.

Request method:

POST

Request URL:

 https://sg.sobot.io/api/ws/5/ticket/update_ticket_user

Request param:

Param	Type	Required	Description
ticket_id	String	No	Ticket ID(At least one of single code and ticket ID must be filled)
ticket_code	String	No	Ticket Code(At least one of single code and ticket ID must be filled)
user_id	String	Yes	Customer ID

Request example:

curl https://sg.sobot.io/api/ws/5/ticket/update_ticket_user?ticket_id=9be168721dfd4824a107e177035bcf4f&ticket_code=20250120000005&user_id=94ad902f1bbe4405a672bcbd1aca2dce -X POST -H 'content-type: multipart/form-data;' 
-H 'token:4ac37cb2e9c740dba4b75a34d5358802' 

Return param:

Param	Type	Required	Description
ret_code	String	Yes	Return code
ret_msg	String	Yes	Return message

Return example:

{
  "ret_code": "000000",
  "ret_msg": "Success"
}

Ticket Message Forwarding

● Ticket Information

API description:

Push the ticket information

Return content:

Param	Type	Required	Description
sys_code	String	Yes	Product code, 4
type	String	Yes	Message type, ticket
content	List	Yes	Message Content

content set:

Param	Type	Required	Description
companyid	String	Yes	Company ID, available for separate statistics on a company with multiple super admin accounts or multiple branches
ticketid	String	Yes	Ticket ID
ticket_code	String	Yes	Ticket No.
ticket_title	String	Yes	Ticket title, with a max length of 100
ticket_content	String	Yes	Problem description, with a max length of 5000
ticket_type_name	String	Yes	Ticket category name. Categories with multiple levels are separated by /
ticket_status	Integer	Yes	Ticket status. 0: Not received, 1: Processing, 2: Waiting for reply, 3: Resolved, 99: Closed, 98: Deleted, including custom ticket status.
ticket_level	Integer	Yes	Ticket level. 0: Low, 1: Medium, 2: High, 3: Urgent
ticket_from	Integer	Yes	Ticket source. 0: Ticket Center, 1: Desktop site submission, 2: Mobile site submission, 3: WeChat official account submission, 4: App submission, 6: Desktop site-Livechat Workbench, 7: CRM, 8: Call Center, 9: WeChat official account-Livechat workbench, 10: Mobile site-Livechat workbench, 11: App-Livechat workbench, 12: Email submission, 13: Voice MSG, 14: WeChat mini program-Livechat workbench, 15: WeCom-Livechat workbench, 16: WeChat mini-program submission, 17: WeCom submission, 18: Import in Bulk, 19: WeChat Agent, 20: WeCom - SCRM, 21: Bot Submission, 22: Facebook - Livechat Workbench, 23: Facebook - Ticket Submission, 24: WhatsApp - Livechat Workbench, 25: WhatsApp - Ticket Submission, 26: Instagram - Livechat Workbench, 27: Instagram - Ticket Submission, 28: Line - Livechat Workbench, 29: Line - Ticket Submission, 30: Discord - Livechat Workbench, 31: Discord - Ticket Submission, 32: Telegram - Livechat Workbench, 33: Telegram - Ticket Submission, 34: Shopify
file_str	String	No	Attachment path. Multiple attachments are separated by semicolon
deal_groupid	String	No	Receiving agent group ID
deal_group_name	String	No	Receiving agent group name
deal_agentid	String	No	Receiving agent ID
deal_agent_name	String	No	Receiving agent name
copy_agent	String	No	CC Agent
hope_accept_time	String	No	1st response time specified by SLA, a specific time, e.g.: 2019-11-11 13:01:30
hope_complete_time	String	No	FCR time specified by SLA, a specific time, e.g.: 2019-11-11 13:05:00
userid	String	Yes	Associated customer ID
user_nick	String	Yes	Associated customer nickname
user_name	String	No	Associated customer's real name
user_tels	String	No	Associated customer's phone number. Multiple numbers are separated by semicolon
user_emails	String	No	Associated customer email. Multiple emails are separated by semicolon
partnerid	String	No	Associated customer's docking ID
enterpriseid	String	No	Associated customer's enterprise ID
enterprise_name	String	No	Associated customer's enterprise name
recordid	String	No	Record ID, the call record ID when the ticket source is Call Center or chat record ID when the ticket source is Desktop site-Livechat Workbench
update_name	String	Yes	Operator name, the name of the operator currently editing or replying to a ticket
update_time	String	Yes	Update time, a specific time of saving the editing ticket or submitting the replied ticket, e.g.: 2019-11-11 12:00:30
reply_content	String	No	Ticket reply name
is_receipt	String	No	Receipt info tag, indicating whether it is a receipt. 0: No, 1: Yes
is_reminder	String	Yes	Reminder info tag, indicating whether it is a reminder. 0: No, 1: Yes
reminder_agentid	String	No	Reminder agent ID
reminder_agent_name	String	No	Reminder agent name
reminder_remark	String	No	Reminder note
reminder_time	String	No	Reminder time, a specific time, e.g.: 2020- 04 - 20 12 :35: 30
extend_fields_list	List	No	Ticket custom field set
partner_fields_list	List	No	Ticket docking field set
reply_type	String	No	Ticket reply type. 0: Visible to all, 1: Visible to agents only
start_type	String	No	Ticket creator type. 0: Agent, 1: Customer
create_groupids	String	No	Creation agent group ID. Multiple IDs are separated by comma ","
closed_time	String	No	Ticket close time, e.g.: 2022- 08 - 10 10 :14: 05
first_accept_time	String	No	Ticket 1st response time, e.g.: 2022-08-10 10:14:05
first_complete_time	String	No	Ticket FCR time, e.g.: 2022-08-10 10:14:05
concern_serviceid	String	No	Ticket follower ID. Multiple IDs are separated by comma ","
first_contact_type	Int	No	Preferred contact info types 1: Email 2: Phone no.
first_contact_info	String	No	Preferred contact info value
relation_ticket_codes	String	No	relationTicketCodes. Multiple IDs are separated by comma ","
start_userid	String	No	Initiator of work order

extend_fields_list set:

Param	Type	Required	Description
fieldid	String	Yes	Custom field ID
field_type	String	Yes	Custom field type. 1: Single-line text, 2: Multi-line text, 3: Date, 4: Time, 5: Number, 6: Drop-down list, 7: Check box, 8: Radio button 9:Cascade 11: REGION 12: Date+Time
field_name	String	Yes	Custom field name
field_value	String	Yes	Custom field value
field_text	String	Yes	Optional field option text value

partner_fields_list set:

Param	Type	Required	Description
fieldid	String	Yes	Field ID
field_name	String	Yes	Field name
fidle_value	String	Yes	Field value

Return example:

Non-reminder info:

{
  "sys_code": "4",
  "type": "ticket",
  "content": [
    {
      "companyid": "5cc2c708202d4defaf72d4bcac362a55",
      "ticketid": "56b7954e8ff1428ea39cd5a8136de9e1",
      "ticket_code": "20191111000001",
      "ticket_title": "test ticket",
      "ticket_content": "test ticket",
      "ticket_type_name": "consulting",
      "ticket_status": "0",
      "ticket_level": "0",
      "ticket_from": "0",
      "file_str": "",
      "deal_groupid": "5436dc5288b645188aedc2a21f66a4ba",
      "deal_group_name": "group2",
      "deal_agentid": "0a37c8156d094311890e48fbc06501c4",
      "deal_agent_name": "ming",
      "copy_agent": "",
      "hope_accept_time": "2019-11-11 13:01:30",
      "hope_complete_time": "2019-11-11 13:05:00",
      "userid": "3dff300e008f4c4a8c399751ddb7b8cc",
      "user_nick": "user2",
      "partnerid": "",
      "enterpriseid": "",
      "enterprise_name": "",
      "recordid": "",
      "reply_content": "reply",
      "update_name": "admin2",
      "update_time": "2019-11-11 12:00:30",
      "is_reminder": "0",
      "reply_type": "0",
      "start_type": "0",
      "extend_fields_list": [
        {
          "fieldid": "1",
          "field_type": 1,
          "field_text": "",
          "field_name": "WeChat",
          "field_value": "21332112"
        },
        {
          "fieldid": "4",
          "field_type": 6,
          "field_text": "",
          "field_name": "Dropdown list",
          "field_value": "500862697708553"
        }
      ],
      "partner_fields_list": [
        {
          "fieldid": "a974d9ac9cbc43388f80e6e8c968ddc9",
          "field_value ": "https://sg.sobot.io",
          "field_name": "link"
        },
        {
          "fieldid": "1b17bbfa1e48447ebfce11a66ff5d802",
          "field_name": "remark",
          "field_value": "1500"
        }
      ]
    }
  ]
}

Reminder info:

{
  "sys_code": "4",
  "type": "ticket",
  "content": [
    {
      "companyid": "5cc2c708202d4defaf72d4bcac362a55",
      "ticketid": "56b7954e8ff1428ea39cd5a8136de9e1",
      "ticket_code": "20191111000001",
      "is_reminder": "1",
      "reminder_remark": "reminder",
      "reminder_agentid": "0a37c8156d094311890e48fbc06501c4",
      "reminder_agent_name": "admin2",
      "reminder_time": "2020-04-20 12:00:30",
      "update_time": "2020-04-20 12:00:30 "
    }
  ]
}

Request response example:

Dock by this response example to perform message confirmation, so that both sides can easily compare the statistical data

{
  "data": {
    "receiveTime": "20191209115658 "
  },
  "retCode": "000000",
  "retMsg": "Success"
}

API return code

● Operation Done

Return code	Code description
000000	Operation done (Any code other than this code is an error code)

● System Exception

Return code	Code description
700046	The current version purchased by the enterprise does not support the use of API(not available in free and overseas team versions)
900001	Blank token
900002	Token expired. Get a new one
900003	signature error
900004	Company api configuration info not found
999999	Unknown System Exception

● Business Exception

Return code	Code description
400001	Creation time cannot be blank
400002	Creation end time cannot be earlier than start time
400003	The creation time period queried cannot exceed one month
400004	Request param cannot be null
400005	Wrong time format
400006	Operation agent ID cannot be blank
400007	Incorrect operation agent ID
400008	Ticket category ID cannot be blank
400009	Ticket status cannot be blank
400010	Ticket source cannot be blank
400011	Ticket level cannot be blank
400012	Skill group ID cannot be blank
400013	Receiving agent group does not match receiving agent
400014	Request Failed
400015	Start time cannot be blank
400016	Access to ticket info expired, please refresh
400017	Update time cannot be blank
400018	Update end time cannot be earlier than start time
400019	Update time period queried about cannot exceed 1 month
400020	Ticket info not found
400021	Ticket reply info not found
400057	End time cannot be earlier than start time
400308	Name exists. Enter again
400309	Name should not be blank
400310	The name cannot be repeated with the default name
400311	Ticket status not found
400312	Support up to 30 ticket statuses
400314	The ticket status is incorrect