Get

[POST] .../v1/ticket/get

Returns a paginated CRM ticket list with filters. Use this method to retrieve CRM support tickets for operator queues, client history, SLA monitoring, missed-ticket review, rating analysis, sentiment follow-up and supervisor quality control. The response returns paged Ticket records with next_offset and total, including client data, channel, direction, external dialog id, linked audio recording file id, subject, status, responsible user, participants, SLA dates and breach flags, resolved date, missed flag, rating, client sentiment, supervisor review, linked chat id, custom fields and description mentions when include_mentions is true. The request body is required and supports filters, sort_orders, limit, offset, include_mentions and body filters such as ids, search, client_ids, channel_ids, external_dialog_id, responsible_user_ids, statuses, direction and date bounds. The caller must have CRM ticket select permission and ticket ACL restricts results to responsible, creator, participant or active channel operator unless the user has CRM manage-all access; extended missed, client-sentiment, audio-recording and supervisor-review fields require the database schema that supports them and missing body, invalid direction, denied access, invalid filters, invalid sort_orders, disabled additional fields, database errors and ACL failures are returned as HTTP 200 ErrorResult business errors.

Request Parameters

Name Type Required Description
filters Array of Filter Optional Optional filters by fields available for this API method.
include_mentions Boolean Optional Return description_mentions for the ticket description.
limit Int32 Optional Record limit.
offset Int32 Optional Result offset.
search String Optional Search by ticket subject and client data: name or phone.
sort_orders Array of TicketSortColumn Optional Output sorting.

Filterable Fields

Field Type Description
audio_recording_file_id int
channel_id int Channel filter.
client_id int Client filter.
client_sentiment_date int
client_sentiment_score int
client_sentiment_user_id int
created_date int
description string
direction string Direction filter: Inbound or Outbound.
external_dialog_id string External dialog ID filter.
from_date int Lower created_date boundary.
id int Ticket ID filter.
missed bool
resolved_date int
responsible_user_id int Responsible user filter.
sla_breached bool
status string
statuses string Status filter: Open, Closed, WaitingClient or WaitingStaff.
subject string
supervisor_review_date int
supervisor_review_score int
supervisor_review_user_id int
to_date int Upper created_date boundary.

Sortable Fields

Field
channel_id
client.name
client.phone
client_sentiment_date
client_sentiment_score
client_sentiment_user_id
created_date
direction
first_response_date
first_response_due_date
id
last_update
rating
resolved_date
resolve_due_date
responsible_user_id
sla_breached
sla_breached_date
status
supervisor_review_date
supervisor_review_score
supervisor_review_user_id

Request Example

{
  "filters": [
    {
      "Field": "channel_id",
      "Operator": "Equal",
      "Value": "22"
    },
    {
      "Field": "subject",
      "Operator": "Like",
      "Value": "delivery"
    }
  ],
  "include_mentions": true,
  "sort_orders": [
    {
      "column": "created_date",
      "direction": "DESC"
    }
  ],
  "limit": 50,
  "offset": 0
}

Response Parameters

Name Type Description
next_offset Int32 Offset for the next data page.
ok Boolean Indicates whether the request completed successfully.
result Array of Ticket Result array.
total Int64 Total number of result items.

Response Example

{
  "ok": true,
  "result": [
    {
      "id": 610,
      "client_id": 501,
      "client": {
        "id": 501,
        "name": "Ivan Petrov",
        "phone": "\u002B998901234567",
        "email": "ivan.petrov@example.com",
        "fields": []
      },
      "channel_id": 22,
      "direction": "Inbound",
      "external_dialog_id": "web-778",
      "audio_recording_file_id": 918,
      "subject": "Delivery question",
      "description": "Client asks about delivery date",
      "description_mentions": [],
      "responsible_user_id": 31,
      "participant_user_ids": [
        18,
        31
      ],
      "status": "WaitingStaff",
      "first_response_date": null,
      "first_response_due_date": 1773139200,
      "resolve_due_date": 1773225600,
      "sla_breached": false,
      "sla_breached_date": null,
      "resolved_date": null,
      "missed": false,
      "rating": null,
      "rating_comment": null,
      "client_sentiment_score": null,
      "client_sentiment_comment": null,
      "client_sentiment_user_id": null,
      "client_sentiment_date": null,
      "supervisor_review_score": null,
      "supervisor_review_comment": null,
      "supervisor_review_user_id": null,
      "supervisor_review_date": null,
      "chat_id": "afdfd72d-a166-4c80-b2b1-d7466d44f37b",
      "fields": [],
      "created_user_id": 1,
      "created_date": 1773138600,
      "last_update": 1773138700
    }
  ],
  "next_offset": 0,
  "total": 1
}