Help desk tickets
Use these methods to manage the ticketing system (help desk).
Third-party solutions for providing help desk services, such as SupportPal, can be integrated with B2Core to allow you to manage the tickets submitted by clients via the B2Core UI.
GET[host]/api/v2/my/tickets |
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GET[host]/api/v2/my/tickets/{ticketId} |
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GET[host]/api/v2/my/tickets/fields |
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POST[host]/api/v2/my/tickets |
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POST[host]/api/v2/my/tickets/{ticketId}/close |
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POST[host]/api/v2/my/tickets/{ticketId}/reopen |
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GET[host]/api/v2/my/tickets/{ticketId}/messages |
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POST[host]/api/v2/my/tickets/{ticketId}/messages |
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GET[host]/api/v2/my/tickets/attachments/{attachmentId} |
Get a list of tickets
Use this method to get a list of the tickets submitted by a client to a help desk system.
To obtain detailed information about a specific ticket, use a separate method to get ticket details.
Request
Header parameters:
Authorization: Bearer <access_token>
Query parameters:
The following filter parameters are available for this method:
- type
The filter type. Possible values:
subject
— to filter by ticket subjectmessage_text
— to filter by ticket message
- typeValue
The value used to filter a list of tickets.
The following sorting parameter is available for this method:
- createTime
The date and time when a ticket was submitted by a client.
Refer to the Query parameters section of the API Overview for details on applying filter and sorting parameters.
GET[host]/api/v2/my/tickets
curl --location -g --request GET 'https://host.name/api/v2/my/tickets?limit=10&offset=0&sort_order=desc&sort_by=createTime&filter[type]=subject&filter[typeValue]=bug' \
--header 'Authorization: Bearer <token>' \
--header 'accept-language: ja'
Response
A response contains an array of Ticket objects providing information about the tickets matching the request parameters.
Get ticket details
Use this method to get detailed information about a specified ticket.
To obtain a list of submitted tickets, use a separate method to get a tickets list.
Request
Header parameters:
Authorization: Bearer <access_token>
Path parameters:
- ticketId required
The ticket identifier.
GET[host]/api/v2/my/tickets/{ticketId}
curl --location --request GET 'https://host.name/api/v2/my/tickets/1' \
--header 'Authorization: Bearer <token>' \
--header 'accept-language: ja'
Response
A response contains a Ticket object providing information about the specified ticket.
Get ticket fields
Use this method to get a list of the custom fields that clients must fill in to submit a ticket to a help desk system.
Request
Header parameters:
Authorization: Bearer <access_token>
GET[host]/api/v2/my/tickets/fields
curl --location --request GET 'https://host.name/api/v2/my/tickets/fields' \
--header 'Authorization: Bearer <token>'
Response
A response contains an array of objects providing the data about the custom fields configured in the third-party help desk system integrated with your B2Core instance, such as SupportPal.
{
"name": "customFields",
"label": "Custom fields",
"type" :0,
"rules": [],
"subFields": [
{
"id":1,
"priority":1,
"name":"requestType",
"label": {
"value":"Request type",
"raw":false,
"hint":null
},
"type":"select",
"rules":[],
"initialValue":null,
"options": [
{
"name":"Finance (Deposits/Withdrawals)",
"value":1,
"disabled":false,
"hint":""
},
{
"name":"IB",
"value":2,
"disabled":false,
"hint":""
},
{
"name":"Tech support",
"value":3,
"disabled":false,
"hint":""
},
{
"name":"General questions",
"value":4,
"disabled":false,
"hint":""
}
]
}
]
}
Submit a ticket
Use this method to submit a ticket to a help desk system.
Request
Header parameters:
Authorization: Bearer <access_token>
Body:
Specify the following parameters for submitting a ticket:
- text string required
The ticket text describing an issue or including a question.
- subject string required
The ticket subject.
- attachments array
An array of string values specifying the attachments that you want to add to a ticket.
- attachments array
An array of string values specifying the attachments that you want to add to a ticket. A maximum of 10 files can be attached.
- supportpalSendEmail boolean
If
true
, an email notification about a submitted ticket is sent to a client from SupportPal; otherwise,false
.- customFields object
The objects specifying the custom fields that must be filled in for submitting a ticket.
POST[host]/api/v2/my/tickets
curl --location --request POST 'https://host.name/api/v2/my/tickets' \
--header 'Authorization: Bearer <token>' \
--data-raw '{
"text": "Ticket text",
"subject": "Ticket subject",
"attachments": [
"example.png,
"example.csv"
],
"supportpalSendEmail": 0,
"customFields": {}
}'
Response
A response contains a Ticket object providing information about the submitted ticket.
Close a ticket
Use this method to close a ticket after it was resolved.
Request
Header parameters:
Authorization: Bearer <access_token>
Path parameters:
- ticketId required
The ticket identifier.
Body:
Specify the following parameters:
- comment string
The feedback comment.
- status string
The client satisfaction rating. Possible values:
extraPositive
positive
neutral
negative
extraNegative
POST[host]/api/v2/my/tickets/{ticketId}/close
curl --location --request POST 'https://host.name/api/v2/my/tickets/1/close' \
--header 'Authorization: Bearer <token>' \
--data-raw '{
"comment": "The issue was solved really quickly",
"status": "positive"
}'
Response
In case of success, the response body includes the following data:
- uuid string
The universally unique identifier (UUID) assigned to a procedure of closing the specified ticket.
{
"uuid": "36f59381-5b54-48bd-a0c7-3b908c476732"
}
Reopen a ticket
Use this method to reopen a ticket that was previously closed.
Request
Header parameters:
Authorization: Bearer <access_token>
Path parameters:
- ticketId required
The ticket identifier.
POST[host]/api/v2/my/tickets/{ticketId}/reopen
curl --location --request POST 'https://host.name/api/v2/my/tickets/1' \
--header 'Authorization: Bearer <token>'
Response
In case of success, the response body includes the following data:
- uuid string
The universally unique identifier (UUID) assigned to a procedure of reopening the specified ticket.
{
"uuid": "36f59381-5b54-48bd-a0c7-3b908c476732"
}
Get a list of messages
Use this method to get a list of the messages related to a specific ticket that were sent to the support chat.
Request
Header parameters:
Authorization: Bearer <access_token>
Path parameters:
- ticketId required
The ticket identifier.
Query parameters:
The following sorting parameter is available for this method:
- createTime
The date and time when a message was sent to the support chat.
Refer to the Query parameters section of the API Overview for details on applying filter and sorting parameters.
GET[host]/api/v2/my/tickets/{ticketId}/messages
curl --location --request GET 'https://host.name/api/v2/my/tickets/1/messages?limit=10&offset=0&sort_order=desc&sort_by=createTime' \
--header 'Authorization: Bearer <token>' \
--header 'accept-language: ja'
Response
A response contains the following data about each message:
- id integer
The message identifier.
- text string
The message text.
- attachments array
An array of string values specifying the attachments added to a message.
- ticketId integer
The identifier of a ticket to which a message relates.
- createTime string or null
The date and time when a message was sent.
- updateTime string or null
The date and time when a message was last updated.
- isSentByUser boolean
If
true
, a message was sent by a client; otherwise,false
.
{
"id": 1,
"text": "Message text",
"attachments": [],
"ticketId": 20,
"createTime": "2022-01-01T00:00:00+00:00",
"updateTime": "2022-01-01T00:00:00+00:00",
"isSentByUser": true
}
Send a message
Use this method to send a massage to the support chat.
Request
Header parameters:
Authorization: Bearer <access_token>
Path parameters:
- ticketId required
The identifier of a ticket to which a message relates.
Body:
Specify the following parameters:
- text string required
The message text.
- attachments array
An array of string values specifying the attachments that you want to add to a message.
POST[host]/api/v2/my/tickets/{ticketId}/messages
curl --location --request POST 'https://host.name/api/v2/my/tickets/1/messages' \
--header 'Authorization: Bearer <token>' \
--data-raw '{
"text": "Message text",
"attachments": [
"example.png",
"example.csv"
]
}'
Response
In case of success, the response body includes the following data:
- uuid string
The universally unique identifier (UUID) assigned to a procedure of sending a message.
{
"uuid": "36f59381-5b54-48bd-a0c7-3b908c476732"
}
Download ticket attachments
Use this method to download the files attached to help desk tickets.
Request
Header parameters:
Authorization: Bearer <access_token>
Path parameters:
- attachmentId required
The attachment identifier.
GET[host]/api/v2/my/tickets/attachments/{attachmentId}
curl --location --request GET 'https://host.name/api/v2/my/tickets/attachments/1' \
--header 'Authorization: Bearer <token>'
Response
A response contains a string value specifying the name of the downloaded file.