Ticket Management

URL: https://api.stringeex.com/v1/ticket

HTTP method: POST

Custom HTTP header: Name: X-STRINGEE-AUTH Value: JSON web token (JWT), see StringeeX API REST Authentication

POST data (body):

{
   "create_reason":0,
   "subject":"Tieu de ticket",
   "assignee":"ACKZYGJQ6Y",
   "assigneeGroup": "GRW9E5OS",
   "status":3,
   "contact":"CTA83A3GLY",
   "type":2,
   "priority":2,
   "fieldvalues":[
      {
         "field_value":"Halo",
         "field_key":"type-text"
      },
      ...
   ]
}

Field	Type	Required	Description
create_reason	Number	Yes	Reason create ticket, 0 = new ticket. Default: 0
subject	Text	Yes	Subject of ticket
assignee	Text	No	Account ID of StringeeX, URI: /admin/agent
assigneeGroup	Text	Yes	Group ID of StringeeX, URI: /admin/pcc/group
status	Number	Yes	0: New, 1: Processing, 2:Pending, 3:Solved
contact	Text	Yes	Contact ID ticket
type	Number	Yes	1: Question; 2: Random
priority	Number	Yes	1: Low; 2: Normal; 3: High; 4: Urgent
fieldvalues	Array	No	List field values of ticket with every item is an object has property field_value and field_key
fieldvalues['field_key']	Text	No	The key of custom field
fieldvalues['field_value']	Text	No	The value of custom field

Response:

{
    "r": "response_code",
    "msg": "response_message"
}

Field	Type	Required	Description
r	Number	Yes	r = 0 is success, other value is not success
msg	Text	Yes	The message of the response

Sample request:

{
   "create_reason":0,
   "subject":"Tieu de ticket",
   "assignee":"ACKZYGJQ6Y",
   "status":3,
   "contact":"CTA83A3GLY",
   "type":2,
   "priority":2,
   "fieldvalues":[
      {
         "field_value":"Halo",
         "field_key":"type-text"
      },
      {
         "field_value":"This allowed multi line",
         "field_key":"type-textarea"
      },
      {
         "field_value":[
            "CMOHS9O8ZTL",
            "CMOUNDREVDQ"
         ],
         "field_key":"type-multi-select"
      },
      {
         "field_value":[
            "CMOYPKFIVBF",
            "CMODP6SU36X"
         ],
         "field_key":"type-cascader"
      },
      {
         "field_value":"true",
         "field_key":"type-checkbox"
      },
      {
         "field_value":0.02,
         "field_key":"type-decimal"
      },
      {
         "field_value":1,
         "field_key":"type-integer"
      },
      {
         "field_value":"CMOJ8PK2C5G",
         "field_key":"type-dropdown"
      }
   ]
}

Sample response:

{
    "r": 0,
    "msg": "Success",
    "res_fieldvalues": [
        {
            "field_key": "type-text",
            "field_value": "Halo",
            "res": {
                "r": 6,
                "msg": "Fieldvalue existed"
            }
        },
        {
            "field_key": "type-textarea",
            "field_value": "This allowed multi line",
            "res": {
                "r": 3,
                "msg": "Field not found: "
            }
        },
        {
            "field_key": "type-multi-select",
            "field_value": [
                "CMOHS9O8ZTL",
                "CMOUNDREVDQ"
            ],
            "res": {
                "r": 6,
                "msg": "Fieldvalue existed"
            }
        },
        {
            "field_key": "type-cascader",
            "field_value": [
                "CMOYPKFIVBF",
                "CMODP6SU36X"
            ],
            "res": {
                "r": 6,
                "msg": "Fieldvalue existed"
            }
        },
        {
            "field_key": "type-checkbox",
            "field_value": "true/false",
            "res": {
                "r": 6,
                "msg": "Fieldvalue existed"
            }
        },
        {
            "field_key": "type-decimal",
            "field_value": 0.02,
            "res": {
                "r": 6,
                "msg": "Fieldvalue existed"
            }
        },
        {
            "field_key": "type-integer",
            "field_value": 1,
            "res": {
                "r": 6,
                "msg": "Fieldvalue existed"
            }
        },
        {
            "field_key": "type-dropdown",
            "field_value": "CMOJ8PK2C5G",
            "res": {
                "r": 6,
                "msg": "Fieldvalue existed"
            }
        }
    ],
}

Update a ticket

URL: https://api.stringeex.com/v1/ticket/tk_867kelft2kwxwiaa

HTTP method: PUT

Custom HTTP header: Name: X-STRINGEE-AUTH Value: JSON web token (JWT), see StringeeX API REST Authentication

PUT data (body):

{
    "subject": "Tieu de ticket222",
    "assignee": "huy",
    "status": 3,
    "contact": "ac_yr8fq5vtpbdzqn5p",
    "type": 2,
    "priority": 2,
    "ccs": ["ac_blxmbplvkxarvqjp"]
}

Field	Type	Required	Description
subject	Text	No	Subject of ticket
assignee	Text	No	Account ID of StringeeX, URI: /admin/agent
assigneeGroup	Text	No	Group ID of StringeeX, URI: /admin/pcc/group
status	Number	No	0: New, 1: Processing, 2:Pending, 3:Solved
contact	Text	No	Contact ID ticket
type	Number	No	1: Question; 2: Random
priority	Number	No	1: Low; 2: Normal; 3: High; 4: Urgent
ccs	Array	No	List agents StringeeX

Response:

{
    "r": "response_code",
    "msg": "response_message"
}

Field	Type	Required	Description
r	Number	Yes	r = 0 is success, other value is not success
msg	Text	Yes	The message of the response

Sample response:

{
    "r": 0,
    "msg": "Success"
}

Delete a ticket

URL: https://api.stringeex.com/v1/ticket/ticket_1

HTTP method: DELETE

Custom HTTP header: Name: X-STRINGEE-AUTH Value: JSON web token (JWT), see StringeeX API REST Authentication

Response:

{
    "r": 0,
    "msg": "Success"
}

List tickets

URL: https://api.stringeex.com/v1/ticket?limit=2&page=1&sort_by=created&sort_order=desc&assignee=huy&creator=&status=&contact=ac_yr8fq5vtpbdzqn5p&type=1&priority=2&company=company_1

HTTP method: GET

Custom HTTP header: Name: X-STRINGEE-AUTH Value: JSON web token (JWT), see StringeeX API REST Authentication

GET params:

Field	Type	Required	Description
limit	Number	No	Default: 15
page	Number	No	Default: 1
sort_by	Text	No	Field to sort 'created' \| 'updated' \| 'priority'. Default: created
sort_order	Text	No	Field to sort 'desc' \| 'asc'. Default: desc
assignee	Text	No	Account ID of StringeeX
status	Number	No	0: New, 1: Processing, 2:Pending, 3:Solved
contact	Text	No	Contact ID of ticket
company	Text	No	Company ID of ticket
type	Number	No	1: Question; 2: Random
priority	Number	No	1: Low; 2: Normal; 3: High; 4: Urgent
serial	Number	No	Serial is a unique number of ticket, used to get a ticket detail
id	Text	No	Ticket ID is uniqe represent a ticket, used to get a ticket detail

Sample request:

GET /v1/ticket?page=1&limit=20 HTTP/1.1
Host: https://api.stringeex.com
X-STRINGEE-AUTH: json_web_token
Accept: application/json

Response:

{
    "r": "response_code",
    "msg": "response_message"
}

Field	Type	Required	Description
r	Number	Yes	r = 0 is success, other value is not success
msg	Text	Yes	The message of the response
data	Array	No	The data of the response

Sample response:

{
    "r": 0,
    "data": {
        "rows": [
            {
               ...
            },
            {
                ...
            }
        ],
        "totalPages": 1,
        "totalCount": 2
    }
}

Get ticket detail

URL: https://api.stringeex.com/v1/ticket

HTTP method: GET

Custom HTTP header: Name: X-STRINGEE-AUTH Value: JSON web token (JWT), see StringeeX API REST Authentication

GET params:	Field	Type	Required	Description
serial	Number	No	Serial is a unique number of ticket, used to get a ticket detail
id	Text	No	Ticket ID is uniqe represent a ticket, used to get a ticket detail

Sample request:

GET /v1/ticket?id=TK123456 HTTP/1.1
Host: https://api.stringeex.com
X-STRINGEE-AUTH: json_web_token
Accept: application/json

Response:

{
    "r": "response_code",
    "msg": "response_message"
}

Field	Type	Required	Description
r	Number	Yes	r = 0 is success, other value is not success
msg	Text	Yes	The message of the response
data	Array	No	The data of the response

Sample response:

{
    "r": 0,
    "data": {
        "rows": [
            {
                "creator": "AC5QK9CR7C",
                "create_reason": 0,
                "ticket_role": 0,
                "object_type": "ticket",
                "subject": "ticket test trigger",
                "created": 1620792526,
                "type": 2,
                "priority": 4,
                "serial": 12461,
                "assigneeGroup": "GRTYPY8K",
                "contact": "CTNA7IHH72",
                "id": "TK9KCWEYG8",
                "assignee": "AC5QK9CR7C",
                "portal": "PT8LB2FD3Q",
                "last_modified": 1620792526,
                "status": 0,
                "contact_type": 1,
                "ticket_contact_name": "Contact btncall_036666",
                "custom_field_a": [
                    "1"
                ],
                "graph": {
                    "assignee": {
                        "id": "AC5QK9CR7C",
                        "name": "Nguyễn Duyên Thái"
                    },
                    "contact": {
                        "id": "CTNA7IHH72",
                        "name": "Contact btncall_036666",
                        "avatar": ""
                    }
                },
                "assignee_name": "Nguyễn Duyên Thái",
                "contact_name": "Contact btncall_036666",
                "company_name": "",
                "assignee_group_name": "giang",
                "creator_name": "Nguyễn Duyên Thái",
                "viet_nam": "",
                "this-is-custom-field-text": "",
                "loai-san-pham": "",
                "chu-bat-buoc": "",
                "a": "1",
                "abc": "",
                "test_short_text": "",
                "toi-thieu-6-so": "",
                "loai-tu-van-nghiep-vu": "",
                "dfff": "",
                "10": "",
                "tuychon": "",
                "ngay-thang": "",
                "hahaa": "",
                "ccs": [],
                "company": null,
                "call_id": null,
                "updated": 0,
                "in_call": 0
            }
        ],
        "totalPages": 1,
        "totalCount": 1
    }
}

Ticket detail fields:

Field	Type	Required	Description
create_reason	Number	Yes	Channel/reason the ticket was created. See Create reason values below
ticket_role	Number	Yes	Role of the ticket in a merge/link relationship. 0: Free (standalone); 1: Tracker; 2: Linked; 3: Parent; 4: Child
type	Number	Yes	1: Question; 2: Random
status	Number	Yes	0: New; 1: Processing; 2: Pending; 3: Solved

Create reason values:

create_reason	Description
0	Created manually (new ticket)
1	Outbound call
2	Inbound call
3	Outbound email
4	Inbound email
5	Live chat
6	Voicemail
8	Missed call
9	Facebook (post/comment)
10	Facebook Messenger chat
12	Zalo chat
13	Internal email
14	Gmail
15	Callback
16	Inbound SMS
17	Outbound SMS

Get ticket change history

Returns the change log of a ticket: which agent changed which field, from which value to which value, and when. The log is written automatically by the system every time a ticket is created or updated (through the web app or through the ticket APIs), so there is no public API to create a history record.

URL: https://api.stringeex.com/v1/tickethistory?serial=65318

HTTP method: GET

Content-Type: application/json

Custom HTTP header: Name: X-STRINGEE-AUTH Value: JSON web token (JWT), see StringeeX API REST Authentication

Permission: the account must have the common_ticket_view permission.

Query parameters:

Field	Type	Required	Description
serial	Number	Yes	Serial of the ticket (the ticket number shown in the web app, e.g. 65318). A ticket ID (e.g. TK5EIVA5JI) is also accepted: the system resolves it to the matching serial

The API returns the 30 most recent records of the ticket, sorted by action_time descending. Pagination is not supported.

Response:

{
    "r": 0,
    "message": "Get ticket history ok",
    "data": [
        {
            "id": 2199334,
            "ticket_id": "TK5EIVA5JI",
            "ticket_serial": 604054,
            "value_before": "{\"subject\":\"Outbound call: +84979322392\",\"status\":0,\"type\":2,\"priority\":2,\"assigneeArr\":[\"GR8OY0M1\"],\"ccs\":[]}",
            "value_after": "{\"Call Remark\":{\"key\":\"call-remark\",\"value\":\"CMOV6ND3OED\"},\"subject\":\"Outbound call: +84979322392\",\"status\":3,\"type\":2,\"priority\":2,\"assigneeArr\":[\"GR8OY0M1\",\"ACL6E70XFU\"],\"ccs\":[]}",
            "value_changed": "{\"0\":{\"key\":\"call-remark\",\"value\":\"CMOV6ND3OED\"},\"status\":{\"before\":0,\"after\":3},\"assigneeArr\":{\"before\":[\"GR8OY0M1\"],\"after\":[\"GR8OY0M1\",\"ACL6E70XFU\"]}}",
            "account_id": "ACL6E70XFU",
            "account_name": "Nikitha",
            "portal_id": "PT1EOBW8JG",
            "action_time": 1787222951336
        }
    ]
}

Field	Type	Description
r	Number	r = 0 is success, other value is not success
message	Text	The message of the response
data	Array	List of history records, newest first. Empty array when the ticket has no history yet
data['id']	Number	ID of the history record
data['ticket_id']	Text	ID of the ticket
data['ticket_serial']	Number	Serial of the ticket
data['value_before']	Text	JSON string: snapshot of the ticket fields before the change. `"null"` or `[]` when the record is the creation of the ticket
data['value_after']	Text	JSON string: snapshot of the ticket fields after the change
data['value_changed']	Text	JSON string: only the fields that actually changed in this record. See the section below
data['account_id']	Text	ID of the account that made the change
data['account_name']	Text	Display name of the account that made the change at the moment of the change
data['portal_id']	Text	ID of the portal the ticket belongs to
data['action_time']	Number	Time of the change, Unix timestamp in milliseconds

Snapshot format (value_before / value_after)

value_before, value_after and value_changed are JSON strings, so the client has to parse them one more time.

A snapshot contains the system fields of the ticket plus every custom field that has a value:

{
    "subject": "Outbound call: +84979322392",
    "status": 3,
    "type": 2,
    "priority": 2,
    "assigneeArr": ["GR8OY0M1", "ACL6E70XFU"],
    "ccs": [],
    "Call Remark": { "key": "call-remark", "value": "CMOV6ND3OED" }
}

Field	Type	Description
subject	Text	Subject of the ticket
status	Number	0: New, 1: Processing, 2: Pending, 3: Solved
type	Number	1: Question; 2: Random
priority	Number	1: Low; 2: Normal; 3: High; 4: Urgent
assigneeArr	Array	Assignee of the ticket: [group ID, account ID]. May contain only the group ID when the ticket is assigned to a group
ccs	Array	List of account IDs in CC of the ticket
<field name>	Object	Custom field, keyed by the field name. `key` is the field key (see StringeeX Field), `value` is the field value. For dropdown / multi-select / cascader fields the value is the field-value ID, see StringeeX Field value

Changed fields (value_changed)

value_changed holds only what changed in that record. It mixes two shapes:

System fields are keyed by the field name and carry both the old and the new value:

"status": { "before": 0, "after": 3 }

Custom fields are pushed with a numeric key and carry the new value only:

"0": { "key": "call-remark", "value": "CMOV6ND3OED" }

An empty string in before means the field had no value before the change.

Encrypted fields

If the portal enables encryption for some ticket fields, values of those fields are masked in value_before, value_after and value_changed exactly the same way they are masked in the ticket detail API, according to the encryption configuration of the service the ticket belongs to. Date fields are returned as dd/mm/yyyy text instead of a timestamp.

Sample request:

curl -X GET 'https://api.stringeex.com/v1/tickethistory?serial=65318' \
     -H 'X-STRINGEE-AUTH: <JWT>'

Error responses:

{
    "r": -2,
    "message": "Ticket Id is missing"
}

r	message	Description
-1	Failed to get details of ticket <serial>	Could not read the history of the ticket
-1	Not supported request method	The HTTP method is not supported
-2	Ticket Id is missing	The `serial` parameter is missing

Suggestions

Ticket Management

Update a ticket

Delete a ticket

List tickets

Get ticket detail

Get ticket change history

Snapshot format (value_before / value_after)

Changed fields (value_changed)

Encrypted fields