ticket

access_token

string

Security Token

☐

access_url

string

Portal Access URL

☐

Customer Portal URL

access_warning

string

Access warning

☐

active

boolean

Active

☐

activity_calendar_event_id_label

string

☐

activity_calendar_event_id

string

☐

activity_date_deadline

datetime

Next Activity Deadline

☐

activity_exception_decoration

string

Activity Exception Decoration

☐

Type of the exception activity on record.

activity_exception_icon

string

Icon

☐

Icon to indicate an exception activity.

activity_ids

string

☐

activity_state

string

Activity State

☐

Status based on activitiesOverdue: Due date is already passedToday: Activity date is todayPlanned: Future activities.

activity_summary

string

Next Activity Summary

☐

activity_type_icon

string

Activity Type Icon

☐

Font awesome icon e.g. fa-tasks

activity_type_id_label

string

☐

activity_type_id

string

☐

activity_user_id_label

string

☐

activity_user_id

string

☐

answered_customer_message_count

int32

# Exchanges

☐

assign_date

datetime

First assignment date

☐

assign_hours

int32

Time to first assignment (hours)

☐

avg_response_hours

decimal

Average Hours to Respond

☐

campaign_id_label

string

☐

This is a name that helps you keep track of your different campaign efforts, e.g. Fall_Drive, Christmas_Special

campaign_id

string

☐

This is a name that helps you keep track of your different campaign efforts, e.g. Fall_Drive, Christmas_Special

close_date

datetime

Close date

☐

close_hours

int32

Time to close (hours)

☐

closed_by_partner

boolean

Closed by Partner

☐

color

int32

Color Index

☐

commercial_partner_id_label

string

☐

commercial_partner_id

string

☐

company_id_label

string

☐

company_id

string

☐

create_date

datetime

Created on

☐

create_uid_label

string

☐

create_uid

string

☐

date_last_stage_update

datetime

Last Stage Update

☐

description

string

Description

☐

display_name

string

Display Name

☐

domain_user_ids

string

☐

email_cc

string

Email cc

☐

first_response_hours

decimal

Hours to First Response

☐

fold

boolean

Folded in Kanban

☐

Tickets in a folded stage are considered as closed.

fsm_task_count

int32

Fsm Task Count

☐

fsm_task_ids

string

☐

Tasks generated from this ticket

has_message

boolean

Has Message

☐

id

int32

ID

☐

is_partner_email_update

boolean

Partner Email will Update

☐

is_partner_phone_update

boolean

Partner Phone will Update

☐

kanban_state_label

string

Kanban State Label

☐

kanban_state

string

Kanban State

☑

legend_blocked

string

Kanban Blocked Explanation

☐

legend_done

string

Kanban Valid Explanation

☐

legend_normal

string

Kanban Ongoing Explanation

☐

medium_id_label

string

☐

This is the method of delivery, e.g. Postcard, Email, or Banner Ad

medium_id

string

☐

This is the method of delivery, e.g. Postcard, Email, or Banner Ad

message_attachment_count

int32

Attachment Count

☐

message_follower_ids

string

☐

message_has_error_counter

int32

Number of errors

☐

Number of messages with delivery error

message_has_error

boolean

Message Delivery error

☐

If checked, some messages have a delivery error.

message_has_sms_error

boolean

SMS Delivery error

☐

If checked, some messages have a delivery error.

message_ids

string

☐

message_is_follower

boolean

Is Follower

☐

message_main_attachment_id_label

string

☐

message_main_attachment_id

string

☐

message_needaction_counter

int32

Number of Actions

☐

Number of messages which requires an action

message_needaction

boolean

Action Needed

☐

If checked, new messages require your attention.

message_partner_ids

string

☐

my_activity_date_deadline

datetime

My Activity Deadline

☐

name

string

Subject

☑

oldest_unanswered_customer_message_date

datetime

Oldest Unanswered Customer Message Date

☐

open_hours

int32

Open Time (hours)

☐

partner_email

string

Customer Email

☐

partner_id_label

string

☐

partner_id

string

☐

partner_name

string

Customer Name

☐

partner_open_ticket_count

int32

Number of other open tickets from the same partner

☐

partner_phone

string

Customer Phone

☐

partner_ticket_count

int32

Number of other tickets from the same partner

☐

partner_ticket_ids

string

☐

priority

string

Priority

☐

properties

string

Properties

☐

rating_avg_text

string

Rating Avg Text

☐

rating_avg

decimal

Average Rating

☐

rating_count

int32

Rating count

☐

rating_ids

string

☐

rating_last_feedback

string

Rating Last Feedback

☐

rating_last_image

byte[]

Rating Last Image

☐

rating_last_text

string

Rating Text

☐

rating_last_value

decimal

Rating Last Value

☐

rating_percentage_satisfaction

decimal

Rating Satisfaction

☐

sale_order_id_label

string

☐

sale_order_id

string

☐

sla_deadline_hours

decimal

Hours to SLA Deadline

☐

sla_deadline

datetime

SLA Deadline

☐

sla_fail

boolean

Failed SLA Policy

☐

sla_ids

string

☐

sla_reached_late

boolean

Has SLA reached late

☐

sla_reached

boolean

Has SLA reached

☐

sla_status_ids

string

☐

sla_success

boolean

Success SLA Policy

☐

source_id_label

string

☐

This is the source of the link, e.g. Search Engine, another domain, or name of email list

source_id

string

☐

This is the source of the link, e.g. Search Engine, another domain, or name of email list

stage_id_label

string

☐

stage_id

string

☐

tag_ids

string

☐

team_id_label

string

☐

team_id

string

☐

team_privacy_visibility

string

Team Visibility

☐

People to whom this helpdesk team and its tickets will be visible.- Invited internal users: internal users can access the team and the tickets they are following. This access can be modified on each ticket individually by adding or removing the user as follower.A user with the helpdesk > administrator access right level can still access this team and its tickets, even if they are not explicitely part of the followers.- All internal users: all internal users can access the team and all of its tickets without distinction.- Invited portal users and all internal users: all internal users can access the team and all of its tickets without distinction.Portal users can only access the tickets they are following. This access can be modified on each ticket individually by adding or removing the portal user as follower.

ticket_ref

string

Ticket IDs Sequence

☐

ticket_type_id_label

string

☐

ticket_type_id

string

☐

total_response_hours

decimal

Total Exchange Time in Hours

☐

use_coupons

boolean

Use Coupons

☐

use_credit_notes

boolean

Use Credit Notes

☐

use_fsm

boolean

Field Service

☐

use_product_repairs

boolean

Use Repairs

☐

use_product_returns

boolean

Use Returns

☐

use_rating

boolean

Use Customer Ratings

☐

use_sla

boolean

SLA Policies

☐

user_id_label

string

☐

user_id

string

☐

website_message_ids

string

☐

Website communication history

write_date

datetime

Last Updated on

☐

write_uid_label

string

☐

write_uid

string

☐