Wix Answers Help Center
Ticket APIs
Tickets are questions or requests sent by your users from various channels, like your Help Center contact page, email, callback requests, widgets, Facebook business page, Twitter, Instagram, or the API. Tickets can also be created by agents. A user ticket is created from the user's first comment. Comments that come after, both from agents and users, are the ticket's replies.
A ticket is completed when its status is Closed or Solved. Wix Answers can be set to automatically assign a ticket to a group or agent, or an agent can assign a ticket to an agent or group (including themselves). Multiple agents, whether or not assigned to a ticket, can handle the ticket. The period of time from when an agent starts handling a ticket and until they no longer are handling the ticket is called a session. An agent begins handling a ticket when Wix Answers automatically routes the ticket to the agent and the agent accepts, or by taking a phone call or engaging in a chat with the user, or by selecting to do so in the UI, or by beginning to enter an agent reply or internal note in the ticket. They end their session by manually selecting to do so in the UI; another agent can also end their session in the UI.
If an agent snoozes a ticket, the agent is removed from handling the ticket until the end of the snooze period.
Automatic Actions and Webhooks
Some API methods trigger Wix Answers to process automatic actions, and some API methods trigger a call to a relevant webhook. These events are noted in the method.
Channel Parameter
When creating a ticket using any ticket API, the parameter channel (integer) is set to 180 by default (which indicates "created using API").
Importing Records
You can contact Wix Answers to enable administrators to import tickets and replies in bulk.
Add Ticket
Add a Ticket as an Authenticated User
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets
Create a ticket for the authenticated user associated with the JWT token.
Create a ticket for the authenticated user associated with the JWT token.
Automatic Actions and Webhook
After creating the ticket, Wix Answer processes any automatic actions and then invokes the Ticket Created webhook.
Note: If You Intend to Configure Custom Fields Using a Webhook After Adding the Ticket
If you create a ticket, and then update custom fields in a ticket by calling an API using the webhook, you may want the webhook to rerun the automatic actions or reapply an SLA policy after setting the custom fields in the webhook. See Update a Ticket's Custom Fields.
- Authorization: Requires user authorization token for specific user
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Ticket object (restricted level)
Payload Params | Description | Type | Required |
---|---|---|---|
brandId | Brand ID | ||
subject | Ticket subject: A short description of the problem or question. | String | ✓ |
content | Ticket content: A complete description of the problem or question. | String, up to 65,519 bytes | ✓ |
status | Integer Default is 100 (Open) | ||
locale | The locale for the ticket | Language code string (for example: 'de') | ✓ |
userFirstName | The first name of the user associated with the ticket. Used when the user doesn't have a first name; the user that opened the ticket is updated with this first name. | String | |
userLastName | The last name of the user associated with the ticket. Used when the user doesn't have a last name; the user that opened the ticket is updated with this last name. | String | |
companyShareable | Whether to hide this ticket from users who normally can view this company's tickets | Boolean | |
priority | Integer Default is 20 (Normal) | ||
channel | Where the ticket was created from See Channel. Use 180 (created using API) or 100 (created from web site). | Integer Default and recommended | |
creationDate | The ticket creation date | Default is the time of this request | |
lastOpenedDate | The last time the ticket was opened | ||
assignedUserId | The agent this ticket will be assigned to. Do not send this parameter and also assignedGroupId. If sent together with assignedGroupId, the request fails. | ||
assignedGroupId | The agent group this ticket will be assigned to. Don't send this parameter and also assignedUserId. If sent together with assignedUserId, the request fails. | ||
companyId | Company associated with user This parameter enables Wix Answers to automatically assign the ticket to the relevant company account manager, if one is defined. | ||
relatedArticleIds | List of related articles. Max 10. | List of GUIDs | |
labelIds | List of associated labels | List of GUIDs | |
customFields | Map of ticket custom field values, pairs of: * <API field name> (string): The API name of the field (auto-generated; see Finding a Custom Field Name) * <Custom Field value> (format depends on the field) | Structure; see customFields in Ticket object | |
attachments | List of files for the ticket | List of Attachment objects | |
ccRecipients | List of email addresses to notify, in addition to the user, whenever the user is notified by email Each email address is a structure of: * email (string, required) * name (string) To notify registered users, see ccUserIds. | List of structures | |
ccUserIds | List of users to notify, in addition to the user, whenever the user is notified by email To notify additional users who are not registered, see ccRecipients. | List of GUIDs The max number of user IDs is 30. | |
webChannelData | Additional data if channel is web See Channel. | Structure | |
chatChannelData | Additional data if channel is chat See Channel. | Structure | |
widgetChannelData | Additional data if channel is widget See Channel. | Structure | |
emailChannelData | Additional data if channel is email See Channel. | Structure | |
facebookChannelData | Additional data if channel is facebook See Channel. | Structure | |
twitterChannelData | Additional data if channel is twitter See Channel. | Structure | |
whatsAppChannelData | Additional data if channel is whatsapp See Channel. | Structure | |
instagramChannelData | Additional data if channel is instagram See Channel. | Structure | |
smsChannelData | Additional data if channel is sms See Channel. | Structure |
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets { "subject": "Ticket subject", "content": "Ticket content", "status": 100, "locale": "en", "channel": 180, "customFields": { "importance-1": "High", "dept-1": "History" } }
Request Example Using curl:
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curl -X POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets -H 'Authorization: Bearer <token>' -H 'Content-Type: application/json; charset=utf-8' -H 'Accept: application/json' -data '{"subject": "Ticket subject", "content": "Ticket content", "status": 100, "locale": "en", "channel": 180}'
Note
For Wix Answers to properly retrieve the geo-location of the user (visible in the technical information panel inside a ticket), forward the user's IP using the 'X-Client-IP' header.
Add a Ticket as an Agent on Behalf of a User
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/onBehalf
Create a ticket on behalf of an authenticated or unauthenticated user. Use this in response to a user request where the agent creates the ticket based on that request on behalf of the user.
After creating the ticket, Wix Answer invokes the Ticket Created webhook.
Create a ticket on behalf of an authenticated or unauthenticated user. Use this in response to a user request where the agent creates the ticket based on that request on behalf of the user.
After creating the ticket, Wix Answer invokes the Ticket Created webhook.
Note: If You Intend to Configure Custom Fields Using a Webhook After Adding the Ticket
If you create a ticket, and then update custom fields in a ticket by calling an API using the webhook, you may want the webhook to rerun the automatic actions or reapply an SLA policy after setting the custom fields in the webhook. See Update a Ticket's Custom Fields.
Agent-Initiated Tickets
To add a ticket, initiated by an agent to a user, that is not specifically a response to a user request, see Add an Agent-Initiated Ticket.
- Authorization: Requires agent authorization token and permission CREATE_TICKETS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Ticket object (extended level)
The request parameters are the same as those for adding a ticket for an authenticated user, with the following differences:
Payload Params | Description | Type | Required |
---|---|---|---|
recipientEmail | Email of the user this ticket is created for Use only if you don't have the GUID. | String | Either this parameter or recipientId is required. |
recipientId | ID of the user this ticket is created for | Either this parameter or recipientEmail is required. | |
toUnknownUser | Whether the ticket is created for an unknown user Wix Answers generates a dummy customer for the ticket. | Boolean | |
followTicket | Whether the agent creating the ticket wants to follow it (be notified by email on ticket events) | Boolean | |
userCustomFields | Map of user custom field values, pairs of: * <API field name> (string): The API name of the field (auto-generated; see Finding a Custom Field Name) * <Custom Field value> (format depends on the field) | Structure | |
internalReply | An initial internal note by the agent For the parameters for this structure, see Add Agent Reply or Internal Note to a Ticket, (not including the change status or handling parameters). | Structure |
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/onBehalf { "channel": 180, "subject":"Ticket subject", "status":100, "content":"Ticket content", "locale":"en", "recipientId":"bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa", "followTicket": true }
Add a Guest (Unauthenticated User) Ticket
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/guest
Create a new ticket for an unauthenticated user who has provided an email address. Use this API only when a user GUID is not available, for example when an unregistered user creates a ticket on your site or widget.
After creating the ticket, Wix Answer processes any automatic actions and then invokes the Ticket Created webhook.
Create a new ticket for an unauthenticated user who has provided an email address. Use this API only when a user GUID is not available, for example when an unregistered user creates a ticket on your site or widget.
After creating the ticket, Wix Answer processes any automatic actions and then invokes the Ticket Created webhook.
Note: If You Intend to Configure Custom Fields Using a Webhook After Adding the Ticket
If you create a ticket, and then update custom fields in a ticket by calling an API using the webhook, you may want the webhook to rerun the automatic actions or reapply an SLA policy after setting the custom fields in the webhook. See Update a Ticket's Custom Fields.
- Authorization: Requires agent authorization token and permission CREATE_TICKETS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Ticket object (restricted level)
The request parameters are the same as those for adding a ticket for an authenticated user, with the following differences:
Payload Params | Description | Type | Required |
---|---|---|---|
userEmail | Email of the user this ticket is associated with | String | ✓ |
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/guest { "channel": 180, "subject":"Guest ticket subject", "status":100, "content":"Guest ticket content", "locale":"en", "userEmail":"user@user.com" }
Add an Agent-Initiated Ticket
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/outbound
Create a new ticket initiated by an agent (outbound ticket). Use this to inform users about a new feature or issue. When created, Wix Answers sends an email to the specified users (a separate ticket will be created for each user).
After creating the ticket, Wix Answer processes any automatic actions and then invokes the Ticket Created webhook.
Create a new ticket initiated by an agent (outbound ticket). Use this to inform users about a new feature or issue. When created, Wix Answers sends an email to the specified users (a separate ticket will be created for each user).
After creating the ticket, Wix Answer processes any automatic actions and then invokes the Ticket Created webhook.
Note: If You Intend to Configure Custom Fields Using a Webhook After Adding the Ticket
If you create a ticket, and then update custom fields in a ticket by calling an API using the webhook, you may want the webhook to rerun the automatic actions or reapply an SLA policy after setting the custom fields in the webhook. See Update a Ticket's Custom Fields.
- Authorization: Requires agent authorization token and permission CREATE_TICKETS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: List of Ticket objects (extended level)
The request parameters are the same as those for adding a ticket for an authenticated user, with the following differences:
Payload Params | Description | Type | Required |
---|---|---|---|
status | Integer Default is 110 (Pending) | ||
recipientsEmails | List of email recipients to notify about this ticket The list must contain between 1 and 20 email addresses. | List of strings (email addresses) | ✓ |
mailboxId | Mailbox from which the email is sent and to which to send replies | ✓ | |
userCustomFields | Map of user custom field values, pairs of: * <API field name> (string): The API name of the field (auto-generated; see Finding a Custom Field Name) * <Custom Field value> (format depends on the field) | Structure | |
internalReply | An initial internal note by the agent For the parameters for this structure, see Add Agent Reply or Internal Note to a Ticket, (not including the change status or handling parameters). | Structure |
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/outbound { "channel": 180, "subject":"Outbound ticket subject", "status":100, "content":"Outbound ticket content", "locale":"en", "recipientEmails": ["user@user.com"], "mailboxId": "bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa" }
Convert a Customer Reply Into a New Ticket
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/replies/{reply GUID}/createTicket
Create a new ticket from an existing customer reply. The new ticket takes many of its details (user, priority, status, and so forth) from the existing ticket, and the new contents from the reply. After creating the ticket, Wix Answer invokes the Ticket Created webhook.
Create a new ticket from an existing customer reply. The new ticket takes many of its details (user, priority, status, and so forth) from the existing ticket, and the new contents from the reply. After creating the ticket, Wix Answer invokes the Ticket Created webhook.
Note: If You Intend to Configure Custom Fields Using a Webhook After Adding the Ticket
If you create a ticket, and then update custom fields in a ticket by calling an API using the webhook, you may want the webhook to rerun the automatic actions or reapply an SLA policy after setting the custom fields in the webhook. See Update a Ticket's Custom Fields.
- Authorization: Requires agent authorization token and permission CREATE_TICKETS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: (new) Ticket object (extended level)
Payload Params | Description | Type | Required |
---|---|---|---|
subject | New ticket subject | String | ✓ |
moveFutureReplies | Whether to move all other replies that were added after this customer reply from the existing ticket to the new ticket | Boolean |
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa/replies/e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a/createTicket { "subject":"Original reply subject", "moveFutureReplies":true }
Add a Phone Callback Request Ticket
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/callbackRequests
Create a new callback request ticket to the passed phone number, for the user associated with the JWT token. Requires a line that supports outbound calls.
After creating the ticket, Wix Answer processes any automatic actions and then invokes the Ticket Created webhook.
Create a new callback request ticket to the passed phone number, for the user associated with the JWT token. Requires a line that supports outbound calls.
After creating the ticket, Wix Answer processes any automatic actions and then invokes the Ticket Created webhook.
- Authorization: Requires user authorization token for specific user
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Ticket object (restricted level)
Simultaneous Callbacks
Only one callback request can be opened at any one time for each phone number / user.
Note: If You Intend to Configure Custom Fields Using a Webhook After Adding the Ticket
If you create a ticket, and then update custom fields in a ticket by calling an API using the webhook, you may want the webhook to rerun the automatic actions or reapply an SLA policy after setting the custom fields in the webhook. See Update a Ticket's Custom Fields.
Payload Params | Description | Type | Required |
---|---|---|---|
phoneNumber | Phone number to call back | ✓ | |
lineId | The account's phone line ID from which the callback will take place. See Call Center Lines APIs. | ✓ | |
subject | The callback ticket subject | String | |
content | Additional callback ticket content (HTML format) | String, up to 65,519 bytes | |
queueId | Call center queue ID to which the callback request will be assigned. If no value is passed, a default queue is used. See Call Center Queues APIs. | ||
attachments | Related files for ticket | List of Attachment objects | |
relatedArticleIds | List of article IDs. Max 10. | List of GUIDs | |
labelIds | List of associated labels | List of GUIDs | |
customFields | List of ticket custom field values, each one a structure of: * <API field name> (string): The API name of the field (auto-generated; see Finding a Custom Field Name) * <Custom Field value> (format depends on the field) | Structure; see customFields in Ticket object | |
priority | Integer | ||
assignedGroupId | The agent group this ticket will be assigned to. | ||
brandId | Brand ID |
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/callbackRequests { "subject": "Callback request ticket subject", "content": "Callback request ticket content", "lineId": "bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa", "phoneNumber": { "countryCode": "**", "number": "********" } }
Request Example Using curl:
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curl -X POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/callbackRequests -H 'Authorization: Bearer <token>' -H 'Content-Type: application/json; charset=utf-8' -H 'Accept: application/json' -data '{"subject": "Callback request ticket subject", "content": "Callback request ticket content", lineId": "bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa", "phoneNumber": {"countryCode": "**","number": "********"}}'
Get Tickets
Get a Ticket by ID
GET https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/admin
Get a ticket by its ID. This requires agent privileges; to get one of your own tickets (with user privileges), see Get One of Your Tickets by ID.
Get a ticket by its ID. This requires agent privileges; to get one of your own tickets (with user privileges), see Get One of Your Tickets by ID.
- Authorization: Requires agent authorization token and permission FETCH_TICKETS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Ticket Object (extended level)
Request Example:
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GET https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa/admin
Get a Ticket by Ticket Reference Number
GET https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/byNumber/{ticket number}/admin
Get a ticket by its ticket reference number (issue ID). This requires agent privileges; to get one of your own tickets (with user privileges), see Get One of Your Tickets by ID.
Get a ticket by its ticket reference number (issue ID). This requires agent privileges; to get one of your own tickets (with user privileges), see Get One of Your Tickets by ID.
- Authorization: Requires agent authorization token and permission FETCH_TICKETS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Ticket Object (extended level)
Request Example:
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GET https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/byNumber/123/admin
Get One of Your Tickets by ID
GET https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/my
Get one of your tickets by its ID. The main use-case for this API is from the Help Center. If you have agent privileges, you can get any ticket by its reference number or id; see Get a Ticket by Ticket Reference Number.
Get one of your tickets by its ID. The main use-case for this API is from the Help Center. If you have agent privileges, you can get any ticket by its reference number or id; see Get a Ticket by Ticket Reference Number.
- Authorization: Requires user authorization token for specific user with verified email address
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Ticket Object (restricted level)
Request Example:
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GET https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa/my
Search Tickets (Agent)
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/search/admin
Get list of tickets that match the search/filtering criteria.
Get list of tickets that match the search/filtering criteria.
- Authorization: Requires agent authorization token and permission FETCH_TICKETS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Structure including list of Ticket Objects (extended level)
Returned Results Limit
The maximum number of returned tickets, even if using pagination, is 9,000; check the parameter itemsCount for the actual number of matching tickets. If itemsCount is higher than 9,000, use additional filters, such as fromCreationDate and toCreationDate to narrow the results.
Payload Params | Description | Format |
---|---|---|
locale (Deprecated, use locales) | The locale of the tickets to return When not specified, tickets from all locales are returned. | Language code string (for example: 'de') |
locales | Filter by list of ticket languages When not specified, tickets from all locales are returned. | List of language code strings (for example: ['en','de']) Max 50. |
ticketNumbers | Filter by ticket reference numbers (issue IDs) | List of integers |
ticketIds | Filter by ticket IDs | List of GUIDs |
userEmail | Filter by tickets that belong to the user with the specified email | String |
ccUserEmail | Filter by tickets that include a CC user with the specified email | String |
text | If combining a textual search, filter by this text in the article title, content, or phrases. | String. Maximum 200 characters. |
mustMatchText | If combining a textual search, filter by this text that must match in the article title, content, or phrases. | String. Maximum 200 characters. |
mustNotMatchText | If combining a textual search, filter by this text that must be excluded in the article title, content, or phrases. | String. Maximum 200 characters. |
searchAllTextualContent | Whether to search all text fields of the ticket, not just the standard fields. | Boolean The default is true. |
spellCheck | When set to true, try to resolve spelling mistakes | Boolean The default is false. |
itemsCount | The number of tickets matching the search criteria | Integer |
page | The requested page. If not a positive integer, the first page is returned. | Integer |
pageSize | The requested page size. If not a positive integer, 20 is assumed. | Integer |
sortType | Sort type. Possible values: * Creation date, ascending (10) * Creation date, descending (20) * Last updated date, ascending (30) * Last updated date, descending (40) * Last opened date, ascending (50) * Last opened date, descending (60) * Replies count, ascending (70) * Replies count, descending (80) * Best match (text search) (100) * Priority, ascending (110) * Priority, descending (120) * Chat status last updated date, ascending (130) * Chat status last updated date, descending (140) * SLA nearest response needed, ascending (150) * Expired and inactive snooze end date, ascending (160) * Expired and inactive snooze end date, descending (170) * Active snooze end date, ascending (180) * Active snooze end date, descending (190) * Last status change, ascending (200) * Last status change, descending (210) * Subject, ascending (300) * Subject, descending (310) * Language, ascending (320) * Language, descending (330) * Ticket number, ascending (340) * Ticket number, descending (350) * Status, ascending (360) * Status, descending (370) When performing a textual search, 100 is suggested. | Integer |
secondarySortType | Secondary sort type | Integer |
filters | Filter by tickets with a structure of filter options (see below). | Structure |
facebookPostId | Filter by Facebook post ID | String |
relatedTweetId | Filter by Twitter message ID | String |
instagramMessageId | Filter by Instagram message ID | String |
instagramReplyToMessageId | Filter by Instagram reply to message Id | String |
brandFilters | Filter by brands, a structure as follows: * brandIds (list of GUIDs): Return tickets of these brands * includeBrandless (Boolean): When true, return tickets not associated with a brand | Structure |
StringFilters Options Structure:
Payload Filter Params | Description | Format |
---|---|---|
statuses | Filter by list of Ticket Statuses | List of integers |
priorities | Filter by list of Ticket Priorities | List of integers |
assigned | Filter by whether the ticket is assigned | Boolean |
assignedByUserIds | Filter by tickets that have been assigned by a list of agents | List of GUIDs |
assignedByMe | Filter by tickets assigned by you | Boolean |
assignedGroupIds | Filter by tickets assigned to a list of agent groups | List of GUIDs |
assignedUserIds | Filter by tickets assigned to a list of user agents | List of GUIDs |
assignedToMe | Filter by tickets assigned to you | Boolean |
assignedToMyGroups | Filter by tickets assigned to group to which you are a member | Boolean |
assignedToAnyAgent | Filter by tickets assigned to any agent | Boolean |
repliedByUserIds | Filter by tickets that contain replies from a list of users | List of GUIDs |
repliedByMe | Filter by tickets to which you have replied | Boolean |
myTickets | Filter by your tickets | Boolean |
hasRatings | Filter by whether the ticket has any ratings | Boolean |
ratings | Filter by Ratings | List of integers |
hasRatingComment | Filter by whether the ticket has any ratings with comments | Boolean |
ratedUserIds | Filter by ratings added by a list of users | List of GUIDs |
hasAllOfLabelIds | Filter by tickets that have all of a list of labels | List of GUIDs |
hasAnyOfLabelIds | Filter by tickets that have any of a list of labels | List of GUIDs |
notHasAnyOfLabelIds | Filter by tickets that do not have any of a list of labels | List of GUIDs |
categoryId | Filter by category | |
hasAgentReply | Filter by whether the ticket has an agent reply | Boolean |
spam | Filter by whether the ticket is marked as spam | Boolean |
createdOnBehalf | Filter by whether the ticket was created on behalf of another user | Boolean |
relatedArticleIds | Filter by tickets associated with a list of articles | List of GUIDs |
countries | Filter by tickets associated with a list of countries | List of language code strings |
mailboxIds | Filter by tickets associated with a list of mailboxes | List of GUIDs |
companyIds | Filter by tickets associated with a list of companies | List of GUIDs |
userIds | Filter by tickets associated with a list of users | List of GUIDs |
customFieldFilters | Filter using a map of user custom field values; a structure of one or more fields and values, each one as follows: * <custom field id> (GUID) * <Custom Field values / range>: A structure with one or more of the following params: * fromDate (Date string) * toDate (Date string) * from (long) * to (long) * values (list) * text (string) * searchType (integer): For a text search: * Exact match (1) * Contains (2): This is the default. * Does not contain (3) * bool (Boolean) | Structure |
slaFilters | Filter by SLA information, a structure as follows: * hasSLA (Boolean) * firstResponseSLA (Structure): * active (Structure): * currentState (Integer): One of: * 0 (all) * 1 (almost missed) * 2 (missed) * 3 (remaining time) * 4 (missed time) * timeFilter (Structure): * operator (Integer): One of: * 1 (greater than) * 2 (less than) * minutes (Integer) * ended (Structure): * successful (Boolean) * timeFilter (see above) * responseSLA (same structure as firstResponseSLA) * resolveSLA (same structure as firstResponseSLA) | Structure |
snooze | Filter by snooze information, a structure as follows: * filterType (Integer): Operator for the next parameter, one of: * 1 (only) * 2 (include) * 3 (exclude) * snoozingAgentIds (List of GUIDs): Agents who snoozed tickets * snoozedByMe (Boolean) | Structure |
handlingUserIds | Filter by agents who currently handle the tickets | List of GUIDs |
handledByUserIds | Filter by agents who currently handle, or previously handled, the tickets | List of GUIDs |
currentlyHandled | Include only tickets currently handled by one or more agents | Boolean |
handled | Include only tickets currently or previously handled by one or more agents | Boolean |
myHandled | Filter by tickets that you currently handle | Boolean |
channelFilters | Filter by channels, a structure of: * channel (integer): See Channel. * ids (list of GUIDs) | Structure |
facebookChannelType | Filter by Facebook Channel Type | Integer |
twitterChannelTypes | Filter by one or more Twitter Channel Types | List of integers |
instagramChannelTypes | Filter by Instagram Channel Types | List of integers |
fromHoursAgo | Filter by tickets created with a certain number of hours | Integer, between 1 and 8760 (approximately one year) |
fromCreationDate | Filter by tickets created on or after this date | |
toCreationDate | Filter by tickets created on or before this date | |
fromLastUpdateDate | Filter by tickets last updated on or after this date | |
toLastUpdateDate | Filter by tickets last updated on or before this date | |
fromLastOpenedDate | Filter by tickets last opened on or after this date | |
toLastOpenedDate | Filter by tickets last opened on or before this date | |
fromLastStatusChangeDate | Filter by tickets whose status changed on or after this date | |
toLastStatusChangeDate | Filter by tickets whose status changed on or before this date | |
timeZone | Timezone for the dates in this filter | Long time zone name string For example: America/Denver |
myChats | Filter by tickets associated with your chats | Boolean |
chatStatuses | Filter by tickets with chats that have a list of Chat Statuses | List of integers |
activeChatParticipantIds | Filter by tickets with chats that have a list of active participants | List of GUIDs |
chatParticipantIds | Filter by tickets with chats that have a list of chat participants | List of GUIDs |
callLineIds | Filter by tickets associated to list of call lines | List of GUIDs |
callQueueIds | Filter by tickets associated to list of phone queues | List of GUIDs |
fromCallDurationSeconds | Filter by tickets with phone calls that lasted at least this many number of seconds | Integer |
toCallDurationSeconds | Filter by tickets with phone calls that lasted at most this many number of seconds | Integer |
fromCallWaitDurationSeconds | Filter by tickets with phone calls with wait times that lasted at least this many number of seconds | Integer |
toCallWaitDurationSeconds | Filter by tickets with phone calls with wait times that lasted at most this many number of seconds | Integer |
fromCallCreationDate | Filter by tickets with phone calls that occurred on or after this date | |
toCallCreationDate | Filter by tickets with phone calls that occurred on or before this date | |
callStatuses | Filter by tickets that have a list of Call Statuses | List of integers |
callHandlingUserIds | Filter by tickets with a phone call handled by a list of agents | List of GUIDs |
callHandledByMe | Filter by tickets with a phone call handled by you | Boolean |
callHandled | Filter by tickets with a call that is handled by an agent | Boolean |
Payload Example:
Note that custom field values are case-sensitive.
Note that custom field values are case-sensitive.
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/search/admin { "text": "example", "page": 1, "pageSize": 15, "locale": "en", "filters": { "timeZone": "UTC", "fromCreationDate": "2019-11-15T00:00:00", "toCreationDate": "2019-11-15T23:00:00", "customFieldFilters": { "eda54aff-84ff-48b7-897d-ff4c3118818e":{ "values":["first","second"] } } }, "sortType": 50 }
Response Example:
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{ "items": [ List of @Ticket objects ], "itemsCount": 108, "page": 2, "numPages": 22, "previousPage": 1, "nextPage": 3, "pageSize": 5 }
Search Your Tickets
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/my
Get list of your tickets that match the search/filtering criteria. The main use-case for this API is from the Help Center.
Get list of your tickets that match the search/filtering criteria. The main use-case for this API is from the Help Center.
- Authorization: Requires user authorization token for specific user with verified email address
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Structure including list of Ticket Objects (restricted level)
Payload Params | Description | Type |
---|---|---|
locale | The locale for the tickets | Language code string (for example: 'de') |
channelFilters | Filter by a list of how the ticket was created See Channel. | List of integers |
ticketStatuses | Filter by a list of Ticket Statuses | List of integers |
page | The requested page. If not a positive integer, the first page is returned. | Integer |
size | Number of results to return on the page By default, the page size is 20. | Integer, between 1 and 5,000 |
from | Return results starting after this many results By default, this number is 0. | Integer, 0 or higher |
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/my { "locale": "en", "ticketStatuses": [100], "page": 1 }
Response Example:
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{ "items": [ List of @Ticket objects ], "itemsCount": 108, "page": 2, "numPages": 22, "previousPage": 1, "nextPage": 3, "pageSize": 5 }
Get the Number of Tickets Matching One or More Saved Filters
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/filtersCounts
Get the number of tickets matching one or more saved filters.
Get the number of tickets matching one or more saved filters.
- Authorization: Requires agent authorization token and permission FETCH_TICKET_VIEWS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Return structure, see below
Payload Params | Description | Type | Required |
---|---|---|---|
savedFilterIds | List of saved filter IDs | Set of GUIDs | At least 1 is required |
locales | The locales for the tickets | List of language code strings (for example: ['en','de']) | At least 1 is required |
brandFilters | Filter by tickets from specific brands, a structure as follows: * brandIds (list of GUIDs): Return tickets of these brands * includeBrandless (Boolean): When true, return tickets not associated with a brand | Structure | |
context | The context of the saved filter, ticket or chat | 0 (ticket, default) or 10 (chat) |
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/filtersCounts { "savedFilterIds":{"bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa","e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a"} }
Response Example:
Response Params | Description | Format |
---|---|---|
filtersCounts | A map of saved filter IDs (GUID) to counts (Long) | Structure |
countsTimeStamp | The time when these counts were taken |
1 2 3 4 5 6 7
{ "filtersCounts": { "e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a": 25, "bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa": 20 }, "countsTimeStamp":1568193387000 }
Get the Sort Order Position of a Ticket Within a Saved Filter
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/position
Get the number of tickets before (with a higher sort order than) this ticket within the specified saved filter.
Get the number of tickets before (with a higher sort order than) this ticket within the specified saved filter.
- Authorization: None
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Structure, see below
Payload Params | Description | Type | Required |
---|---|---|---|
locale | The ticket locale | Language code string, e.g. "de" If not sent, the locale is taken from the saved filter. | |
savedFilterId | Saved filter ID If the filter is not found, the method returns a not found exception. | Saved filter GUID | ✓ |
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa/position { "savedFilterId":"e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a" }
Response Example:
Response Params | Description | Type |
---|---|---|
position | The number of tickets before (with a higher sort order than) this ticket within the specified saved filter If this ticket is the first one in the saved filter, this method returns 0. If this ticket is the fifth one, this method returns 4. If not found within the first 100 tickets, this value is -1. | Integer |
responseStatus | * Found (10) * Not found (20) * Unknown (30) | Integer |
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{ "position":4, "responseStatus":10 }
Manage Ticket Handling and Assignment
Assign a Ticket
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/assign
Assign a ticket to an agent or an agent group.
Assign a ticket to an agent or an agent group.
- Authorization: Requires agent authorization token and permission BASIC_TICKET_ACTIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Ticket Object (extended level)
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a/assign { "assignedGroupId":"bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa" }
Assign One or More Tickets
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/assign
Assign one or more tickets to an agent or an agent group.
Assign one or more tickets to an agent or an agent group.
- Authorization: Requires agent authorization token and permission BASIC_TICKET_ACTIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: List of Ticket Objects (extended level)
Payload Params | Description | Type | Required |
---|---|---|---|
assignedUserId | The agent to whom to assign the ticket. | This parameter or assignedGroupId is required (but not both). | |
assignedGroupId | The agent group to which to assign the ticket. | This parameter or assignedUserId is required (but not both. | |
ids | List of tickets to assign The list must contain between 1 and 50 GUIDs. | List of GUIDs | ✓ |
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/assign { "assignedGroupId":"bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa", "ids": ["e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a","d367738e-368e-41fe-9289-1a5cbbc3c239"] }
Unassign a Ticket
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/unassign
Remove the agent or group assignment from a ticket.
Remove the agent or group assignment from a ticket.
- Authorization: Requires agent authorization token and permission BASIC_TICKET_ACTIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Ticket Object (extended level)
No payload is expected.
Unassign One or More Tickets
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/unassign
Remove the agent or group assignment from one or more tickets.
Remove the agent or group assignment from one or more tickets.
- Authorization: Requires agent authorization token and permission BASIC_TICKET_ACTIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: List of Ticket Objects (extended level)
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/unassign { "ids": ["d367738e-368e-41fe-9289-1a5cbbc3c239","bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa"] }
Start Handling a Ticket (Agent)
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/startHandling
Indicate that you are handling a ticket.
Indicate that you are handling a ticket.
- Authorization: Requires agent authorization token and permission BASIC_TICKET_ACTIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Ticket Object (extended level)
Payload Params | Description | Type |
---|---|---|
channel | Where the ticket was created from See Channel | Integer |
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/d367738e-368e-41fe-9289-1a5cbbc3c239/startHandling { "channel": 180 }
End Handling a Ticket (Agent)
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/endHandling
Indicate that you are no longer handling a ticket. Also see End All Ticket Handling By An Agent. If you change a ticket status to Solved or Closed, Wix Answer invokes the Ticket Status Changed webhook and Chat Ended webhook.
Indicate that you are no longer handling a ticket. Also see End All Ticket Handling By An Agent. If you change a ticket status to Solved or Closed, Wix Answer invokes the Ticket Status Changed webhook and Chat Ended webhook.
- Authorization: Requires agent authorization token and permission BASIC_TICKET_ACTIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Ticket Object (extended level)
Payload Params | Description | Type |
---|---|---|
newStatus | New Ticket Status for the ticket If you change a ticket status to Solved or Closed, Wix Answer invokes the Ticket Status Changed webhook. | Integer |
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/d367738e-368e-41fe-9289-1a5cbbc3c239/endHandling { "newStatus": 110 }
End All Handling of a Ticket
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/endAllHandling
Remove all agents from handling a ticket. Also see End All Ticket Handling By An Agent. If you change a ticket status to Solved or Closed, Wix Answer invokes the Ticket Status Changed webhook and Chat Ended webhook.
Remove all agents from handling a ticket. Also see End All Ticket Handling By An Agent. If you change a ticket status to Solved or Closed, Wix Answer invokes the Ticket Status Changed webhook and Chat Ended webhook.
- Authorization: Requires agent authorization token and permission END_HANDLE_TICKET_SESSIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Ticket Object (extended level)
Payload Params | Description | Type |
---|---|---|
newStatus | New Ticket Status for the ticket | Integer |
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/d367738e-368e-41fe-9289-1a5cbbc3c239/endAllHandling { "newStatus": 110 }
End Handling of One or More Tickets (Agent)
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/endHandling/bulk
Indicate that you are no longer handling one or more tickets. Also see End All Ticket Handling By An Agent. If you change a ticket status to Solved or Closed, Wix Answer invokes the Ticket Status Changed webhook and Chat Ended webhook.
Indicate that you are no longer handling one or more tickets. Also see End All Ticket Handling By An Agent. If you change a ticket status to Solved or Closed, Wix Answer invokes the Ticket Status Changed webhook and Chat Ended webhook.
- Authorization: Requires agent authorization token and permission BASIC_TICKET_ACTIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Structure, see below
Payload Params | Description | Type | Required |
---|---|---|---|
ticketIds | List of tickets for which to end all handling | List of ticket GUIDs At least 1 ticket is required, max 50. | ✓ |
newStatus | New Ticket Status for the ticket | Integer |
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/endHandling/bulk { "ticketIds": ["bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa", "e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a"], "newStatus": 110 }
Response Example:
Payload Params | Description | Type |
---|---|---|
tickets | List of successfully processed tickets | List of Ticket Objects (extended level) |
failedTicketErrors | Map of unsuccessfully processed tickets to error codes, each one: * Ticket GUID | Structure |
1 2 3 4 5 6
{ "tickets": ["bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa", "e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a"], "failedTicketErrors": { "77bc8694-5ccf-436c-ab2b-543563a5f425", {"errorCode":-50006, "message":"Not found"} } }
End All Handling of One or More Tickets
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/endAllHandling/bulk
Remove all agents from handling one or more tickets. Also see End All Ticket Handling By An Agent. If you change a ticket status to Solved or Closed, Wix Answer invokes the Ticket Status Changed webhook and Chat Ended webhook.
Remove all agents from handling one or more tickets. Also see End All Ticket Handling By An Agent. If you change a ticket status to Solved or Closed, Wix Answer invokes the Ticket Status Changed webhook and Chat Ended webhook.
- Authorization: Requires agent authorization token and permission END_HANDLE_TICKET_SESSIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Structure, see below
Payload Params | Description | Type | Required |
---|---|---|---|
ticketIds | List of tickets for which to end all handling | List of ticket GUIDs At least 1 ticket is required, max 50. | ✓ |
newStatus | New Ticket Status for the ticket | Integer |
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/d367738e-368e-41fe-9289-1a5cbbc3c239/endAllHandling { "ticketIds": ["bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa", "e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a"], "newStatus": 110 }
Response Example:
Payload Params | Description | Type |
---|---|---|
tickets | List of successfully processed tickets | List of Ticket Objects (extended level) |
failedTicketErrors | Map of unsuccessfully processed tickets to error codes, each one: * Ticket GUID | Structure |
1 2 3 4 5 6
{ "tickets": ["bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa", "e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a"], "failedTicketErrors": { "77bc8694-5ccf-436c-ab2b-543563a5f425", {"errorCode":-50006, "message":"Not found"} } }
Update or Delete Tickets
Mark A Ticket as Spam
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/markSpam
Mark a ticket as spam. Also see Mark One or More Tickets as Spam.
Mark a ticket as spam. Also see Mark One or More Tickets as Spam.
- Authorization: Requires agent authorization token and permission BASIC_TICKET_ACTIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: None
No payload is expected.
Mark a Ticket as Not Spam
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/markHam
Mark a ticket as not spam. Also see Mark One or More Tickets as Not Spam.
Mark a ticket as not spam. Also see Mark One or More Tickets as Not Spam.
- Authorization: Requires agent authorization token and permission BASIC_TICKET_ACTIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: None
No payload is expected.
Mark One or More Tickets as Spam
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/markSpam
Mark one or more tickets as spam. Also see Mark a Ticket as Spam.
Mark one or more tickets as spam. Also see Mark a Ticket as Spam.
- Authorization: Requires agent authorization token and permission BASIC_TICKET_ACTIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: None
Payload Params | Description | Type | Required |
---|---|---|---|
ids | List of tickets to mark as spam | List of between 1 and 50 ticket GUIDs At least 1 GUID is required. | ✓ |
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/markSpam { "ids": ["e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a", "d367738e-368e-41fe-9289-1a5cbbc3c239"] }
Mark One or More Tickets as Not Spam
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/markHam
Mark one or more tickets as not spam. Also see Mark a Ticket as Not Spam.
Mark one or more tickets as not spam. Also see Mark a Ticket as Not Spam.
- Authorization: Requires agent authorization token and permission BASIC_TICKET_ACTIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: None
Payload Params | Description | Type | Required |
---|---|---|---|
ids | List of tickets to mark as not spam | List of between 1 and 50 ticket GUIDs At least 1 GUID is required. | ✓ |
Payload Example:
1 2 3 4 5
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/markHam { "ids": ["e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a", "d367738e-368e-41fe-9289-1a5cbbc3c239"] }
Authenticate a Ticket
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/authenticate
Authenticate a ticket.
Authenticate a ticket.
- Authorization: Requires agent authorization token and permission MANAGE_TICKETS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Ticket Object
No payload is expected.
Change a Ticket's User (Transfer a Ticket)
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/transfer
Transfer a ticket; this changes the user associated with a ticket. Use when an existing ticket is found to be relevant for the user, such as one opened initially for an unauthenticated user. For example, when a) an unauthenticated user is created from an email and then b) an agent moves the ticket to an existing authenticated user.
After transferring a ticket, Wix Answer invokes the Ticket Transferred webhook.
Transfer a ticket; this changes the user associated with a ticket. Use when an existing ticket is found to be relevant for the user, such as one opened initially for an unauthenticated user. For example, when a) an unauthenticated user is created from an email and then b) an agent moves the ticket to an existing authenticated user.
After transferring a ticket, Wix Answer invokes the Ticket Transferred webhook.
- Authorization: Requires agent authorization token and permission MANAGE_TICKETS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Ticket Object (extended level)
Payload Params | Description | Type | Required |
---|---|---|---|
targetUserId | The new user If the old user was not an agent, the new user cannot be an agent. Similarly, if the old user was an agent, the new user must be an agent. | ✓ |
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a/transfer { "targetUserId": "bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa" }
Update a Ticket's Status
PUT https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/status
Update a ticket's status. See Important Information about Updating Structures Using the API. If you change a ticket status to Solved or Closed, Wix Answer invokes the Ticket Status Changed webhook and Chat Ended webhook.
Update a ticket's status. See Important Information about Updating Structures Using the API. If you change a ticket status to Solved or Closed, Wix Answer invokes the Ticket Status Changed webhook and Chat Ended webhook.
- Authorization: Requires agent authorization token and permission BASIC_TICKET_ACTIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Ticket Object (extended level)
Payload Params | Description | Type | Required |
---|---|---|---|
status | The new Ticket Status | Integer | ✓ |
Payload Example:
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PUT https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a/status { "status": 150 }
Update Status of One or More Tickets
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/setStatus
Update one or more tickets' statuses. After changing ticket statuses, Wix Answer invokes the Ticket Status Changed webhook and Chat Ended webhook on each ticket whose status was changed to Solved or Closed.
Update one or more tickets' statuses. After changing ticket statuses, Wix Answer invokes the Ticket Status Changed webhook and Chat Ended webhook on each ticket whose status was changed to Solved or Closed.
- Authorization: Requires agent authorization token and permission BASIC_TICKET_ACTIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: List of Ticket Objects (extended level)
Payload Params | Description | Type | Required |
---|---|---|---|
status | The new Ticket Status | Integer | ✓ |
ids | List of tickets for which to change the status The list must contain between 1 and 50 GUIDs. | List of GUIDs | ✓ |
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/setStatus { "status": 120, "ids": ["bd948e62-a3fd-4cf0-87f3-ee6e0ae7f3fa","e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a"] }
Update a Ticket's Priority
PUT https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/priority
Update a ticket's priority. See Important Information about Updating Structures Using the API.
Update a ticket's priority. See Important Information about Updating Structures Using the API.
- Authorization: Requires agent authorization token and permission BASIC_TICKET_ACTIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Ticket Object (extended level)
Payload Params | Description | Type | Required |
---|---|---|---|
priority | New Ticket Priority | Integer | ✓ |
Payload Example:
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PUT https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a/priority { "priority": 30 }
Update Priority of One or More Tickets
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/setPriority
Update one or more tickets' priorities.
Update one or more tickets' priorities.
- Authorization: Requires agent authorization token and permission BASIC_TICKET_ACTIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: List of Ticket Objects (extended level)
Payload Params | Description | Type | Required |
---|---|---|---|
priority | New Ticket Priority | Integer | ✓ |
ids | List of tickets for which to change the priority The list must contain between 1 and 50 GUIDs. | List of GUIDs | ✓ |
Payload Example:
1 2 3 4 5 6
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/setPriority { "priority": 30, "ids": ["e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a","bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa"] }
Update a Ticket's Locale
PUT https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/locale
Update a ticket's locale. See Important Information about Updating Structures Using the API.
Update a ticket's locale. See Important Information about Updating Structures Using the API.
- Authorization: Requires agent authorization token and permission BASIC_TICKET_ACTIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Ticket Object (extended level)
Payload Params | Description | Type | Required |
---|---|---|---|
newLocale | The new locale for the ticket | Language code string (for example: 'de') | ✓ |
Payload Example:
1 2 3 4 5
PUT https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a/locale { "newLoacle": "de" }
Update Locale of One or More Tickets
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/setLocale
Update one or more tickets' locales.
Update one or more tickets' locales.
- Authorization: Requires agent authorization token and permission BASIC_TICKET_ACTIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: List of Ticket Objects (extended level)
Payload Params | Description | Type | Required |
---|---|---|---|
newLocale | The locale for the tickets | Language code string (for example: 'de') | ✓ |
ids | List of tickets for which to change the locale The list must contain between 1 and 50 GUIDs. | List of GUIDs | ✓ |
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/setLocale { "newLocale": "de", "ids": ["bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa","e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a"] }
Update a Ticket's Labels
PUT https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/labels
Add or remove labels from a ticket.
Add or remove labels from a ticket.
- Authorization: Requires agent authorization token and permission BASIC_TICKET_ACTIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Ticket Object (extended level)
Payload Example:
1 2 3 4 5 6
PUT https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/77bc8694-5ccf-436c-ab2b-543563a5f425/labels { "addedLabelIds": ["e932c0a3-41fe-43cf-b3a9-0ae790f6ee6a","e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6b"], "removedLabelIds": ["d367738e-43cf-41fe-9289-1a5cbbc3c239","d367738e-368e-41fe-9289-1a5cbbc3c23b"] }
Update Labels of One or More Tickets
PUT https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/labels
Add or remove labels from one or more tickets.
Add or remove labels from one or more tickets.
- Authorization: Requires agent authorization token and permission BASIC_TICKET_ACTIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: List of Ticket Objects (extended level)
Payload Example:
1 2 3 4 5 6 7
PUT https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/labels { "addedLabelIds": ["d367738e-b3a9-41fe-9289-1a5cbbc3c239","d367738e-368e-41fe-9289-1a5cbbc3c23b"], "removedLabelIds": ["bd948e62-6e9b-4cf0-87f3-ee6a0ae7f3fa","bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fb"], "ids": ["e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a","e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6b"] }
Update a Ticket's Subject and (Optionally) Contents
PUT https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}
Update a ticket's subject and (optionally) contents. See Important Information about Updating Structures Using the API.
Update a ticket's subject and (optionally) contents. See Important Information about Updating Structures Using the API.
- Authorization: Requires agent authorization token and permission MANAGE_TICKETS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Ticket Object (extended level)
Payload Params | Description | Type | Required |
---|---|---|---|
subject | Ticket subject: A short description of the problem or question. | String | ✓ |
content | Ticket content: A complete description of the problem or question. | String, up to 65,519 bytes |
Payload Example:
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PUT https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/77bc8694-5ccf-436c-ab2b-543563a5f425 { "subject": "New ticket subject", "content": "New ticket content", }
Update a Ticket's Custom Fields
PUT https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/fields
Update custom field values for a ticket record. See Important Information about Updating Structures Using the API. If you set the parameter applyRules to true, Wix Answer processes any automatic actions after updating the fields. If you set the parameter applySla to true, Wix Answer reevaluates which SLA policy to apply after updating the fields.
For information about configuring the available custom fields for a ticket, see Custom Fields API.
Update custom field values for a ticket record. See Important Information about Updating Structures Using the API. If you set the parameter applyRules to true, Wix Answer processes any automatic actions after updating the fields. If you set the parameter applySla to true, Wix Answer reevaluates which SLA policy to apply after updating the fields.
For information about configuring the available custom fields for a ticket, see Custom Fields API.
- Authorization: Requires agent authorization token and permission BASIC_TICKET_ACTIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Ticket Object (extended level)
Payload Params | Description | Format | Required |
---|---|---|---|
customFields | A map of new field values, each mapping containing: * <generated field name>: The field name generated by Wix Answers * <new value>: The new value in the relevant format | Structure | ✓ |
applyRules | Whether to rerun the automatic actions after changing the custom fields. The default is false. This is useful when the automatic actions depend on the custom field values, since they may not yet be set when the ticket is first created. | Boolean | |
applySla | Whether to reevaluate which SLA policy to apply after changing the custom fields. The default is false. This is useful when the SLA policy depends on the custom field values, since they may not yet be set when the ticket is first created. | Boolean |
Payload Example:
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PUT https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/77bc8694-5ccf-436c-ab2b-543563a5f425/fields { "customFields":{"field-1":"Value","field-2":"5"} }
Update One or More Ticket's Company
PUT https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/company
Update the (user) company of one or more tickets. See Important Information about Updating Structures Using the API.
Update the (user) company of one or more tickets. See Important Information about Updating Structures Using the API.
- Authorization: Requires agent authorization token and permission MANAGE_TICKETS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: None
Payload Example:
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PUT https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/company { "companyId": "e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a", "ids": ["bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa","d367738e-368e-41fe-9289-1a5cbbc3c239"] }
Update Company of a Ticket and Ticket User (Owner)
Deprecated
This method is deprecated and is scheduled to be removed.
PUT https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/setCompanyOnTicketAndUser
Update the (user) company of a ticket and the ticket's owner. See Important Information about Updating Structures Using the API.
Update the (user) company of a ticket and the ticket's owner. See Important Information about Updating Structures Using the API.
Single Company Users Only
This endpoint fails when trying to update the company for a user that is already associated with more than one company.
- Authorization: Requires agent authorization token and permission MANAGE_TICKETS and MANAGE_CONTACTS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: None
Payload Params | Description | Type | Required |
---|---|---|---|
companyId | The new company for the ticket and user If not sent, the company is removed from the ticket and user. |
Payload Example:
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PUT https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/77bc8694-5ccf-436c-ab2b-543563a5f425/setCompanyOnTicketAndUser { "companyId": "e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a" }
Remove a Ticket's Attachments
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/removeAttachments
Remove one or more ticket attachments.
Remove one or more ticket attachments.
- Authorization: Requires agent authorization token and permission MANAGE_TICKETS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Ticket Object (extended level)
Payload Params | Description | Type | Required |
---|---|---|---|
attachmentsUrls | List of attachments to remove from ticket | List of URL strings | At least one is required |
Payload Example:
1 2 3 4 5 6 7 8
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/77bc8694-5ccf-436c-ab2b-543563a5f425/removeAttachments { "attachmentsUrls": [ "http://www.example.com/1.html", "http://www.example.com/2.html" ] }
Add a CSAT Response to a Ticket
PUT https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/csat
Add a CSAT response to a ticket. Note that there is currently no way to modify or delete a CSAT response.
Add a CSAT response to a ticket. Note that there is currently no way to modify or delete a CSAT response.
- Authorization: None
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: None
Payload Params | Description | Type | Required |
---|---|---|---|
rating | The user Rating | Integer | ✓ |
comment | Any user comment, if any | String Max 1,200 characters. | |
ticketId | The ticket ID | Ticket GUID | ✓ |
csatId | CSAT object ID | GUID of CSAT object | ✓ |
token | When not a chat response, this is the token sent in the response URL | String | Required if not a chat response |
Payload Example:
1 2 3 4 5 6 7 8 9
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/csat { "rating": 10, "comment": "The user comment." "ticketId": "bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa" "csatId": "e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a", "token": "[]" }
Update a Ticket's SLA Policy
PUT https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/sla/{SLA policy GUID}
Change a ticket's SLA policy to the policy ID specified in the path.
Change a ticket's SLA policy to the policy ID specified in the path.
- Authorization: Requires agent authorization token and permission MANAGE_TICKETS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Ticket Object
No payload is expected.
Snooze One or More Tickets
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/snooze
Mark one or more tickets as snoozed. The agent performing this request stops handling the tickets until the unsnooze date or until the agent manually unsnoozes them.
Mark one or more tickets as snoozed. The agent performing this request stops handling the tickets until the unsnooze date or until the agent manually unsnoozes them.
If a ticket was already snoozed, any previous snooze details are overwritten by this action. Therefore, it is not possible for two agents to snooze a ticket simultaneously.
- Authorization: Requires agent authorization token and permission SNOOZE_TICKETS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: None
Payload Params | Description | Type | Required |
---|---|---|---|
ids | List of tickets to snooze The list must contain between 1 and 50 GUIDs. | List of GUIDs | ✓ |
snoozeDate | When to unsnooze the tickets The time must be at least 10 minutes from now (from the time of the call to this endpoint). | ✓ | |
reopenOnSnooze | Whether to change the ticket statuses to Open when the unsnooze date is reached | Boolean The default is false. | |
notifyOnSnoozeDate | Whether to notify the user who snoozed the tickets (and any other people who receive notifications about this ticket) when the unsnooze date is reached | Boolean The default is false. | |
cancelOnUserReply | Whether to unsnooze a ticket if the user replies to the ticket When canceled in this way, a notification is not sent, regardless of the setting of notifyOnSnoozeDate. | Boolean The default is false. |
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/snooze { "ids": ["d367738e-368e-41fe-9289-1a5cbbc3c239","e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a"], "snoozeDate": 1610037604000, "reopenOnSnooze": true }
Unsnooze One or More Tickets
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/unSnooze
Mark one or more tickets as unsnoozed. When manually unsnoozing tickets, notifications are not sent and ticket statuses are not changed to Open (sending a notification and/or changing the status only happens when the unsnooze date is reached AND when configured to do so by the snooze record).
Mark one or more tickets as unsnoozed. When manually unsnoozing tickets, notifications are not sent and ticket statuses are not changed to Open (sending a notification and/or changing the status only happens when the unsnooze date is reached AND when configured to do so by the snooze record).
This action has no effect on a ticket that is not snoozed.
- Authorization: Requires agent authorization token and permission SNOOZE_TICKETS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: None
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/unSnooze { "ticketIds": ["d367738e-368e-41fe-9289-1a5cbbc3c239","e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a"] }
Merge Tickets
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/merge
Merge multiple tickets. This endpoint enables you to close multiple tickets and link them to another ticket. The closed tickets become secondary tickets, and the ticket that these tickets link to becomes a primary ticket. Each secondary ticket can link to only one primary ticket; a primary ticket can have multiple secondary tickets linking to it.
Merge multiple tickets. This endpoint enables you to close multiple tickets and link them to another ticket. The closed tickets become secondary tickets, and the ticket that these tickets link to becomes a primary ticket. Each secondary ticket can link to only one primary ticket; a primary ticket can have multiple secondary tickets linking to it.
A common use-case for this endpoint is when multiple tickets about the same issue were created, but should be dealt with in only one of them.
Wix Answer invokes the Ticket Status Changed webhook and the Chat Ended webhook on each closed ticket.
Note Future Functionality
Currently, no data from the secondary tickets are merged into the primary ticket. This will change in a future release.
- Authorization: Requires agent authorization token and permission MERGE_TICKETS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: None
Payload Params | Description | Type | Required |
---|---|---|---|
primaryTicketId | Ticket to make the primary ticket | ✓ | |
primaryReplyContent | Text to add as internal note in primary ticket You can add links to the text. See Links to Wix Answers Entities. | String, up to 65,519 bytes | ✓ |
secondaryTicketIds | List of tickets to close as secondary tickets The list must contain between 1 and 10 GUIDs. | List of GUIDs | ✓ |
secondaryReplyContent | Text to add as internal note in each secondary ticket You can add links to the text. See Links to Wix Answers Entities. | String, up to 65,519 bytes | ✓ |
Payload Example:
1 2 3 4 5 6 7 8
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/merge { "primaryTicketId": "a367738e-368e-41fe-9289-1a5cbbc3c238", "primaryReplyContent": "Another ticket was merged into this ticket.", "secondaryTicketIds": ["d367738e-368e-41fe-9289-1a5cbbc3c239","e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a"], "secondaryReplyContent": "This ticket was closed and merged into another ticket." }
Delete a Ticket
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/delete
Mark a ticket as deleted.
Mark a ticket as deleted.
- Authorization: Requires agent authorization token and permission DELETE_TICKETS. If banUser is set to true in the payload, then permission MANAGE_CONTACTS is also required.
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: None
Payload Params | Description | Type |
---|---|---|
banUser | Whether to also ban the user who created the ticket (or on behalf of whom the ticket was created) See note about permission requirement, above. | Boolean |
Payload Example:
1 2 3 4 5
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/77bc8694-5ccf-436c-ab2b-543563a5f425/delete { "banUser": false }
Delete One or More Tickets
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/delete
Mark one or more tickets as deleted.
Mark one or more tickets as deleted.
- Authorization: Requires agent authorization token and permission DELETE_TICKETS. If banUser is set to true in the payload, then permission MANAGE_CONTACTS is also required.
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: None
The request parameters are the same as those for deleting a single ticket (see above), with the following differences:
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/delete { "ticketIds": ["d367738e-368e-41fe-9289-1a5cbbc3c239","e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a"] }
Manage Related Articles
Add Related Articles to a Ticket
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/relations
Add related articles to a ticket.
Add related articles to a ticket.
- Authorization: Requires agent authorization token and permission BASIC_TICKET_ACTIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Ticket Object (extended level)
Payload Params | Description | Type | Required |
---|---|---|---|
relatedArticleIds | List of related articles (max 10) | List of GUIDs | ✓ |
Payload Example:
1 2 3 4 5
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa/relations { "relatedArticleIds":["77bc8694-5ccf-436c-ab2b-543563a5f425"] }
Add Related Articles to One or More Tickets
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/relations
Add related articles to one or more tickets. The articles are added to all of the specified tickets.
Add related articles to one or more tickets. The articles are added to all of the specified tickets.
- Authorization: Requires agent authorization token and permission BASIC_TICKET_ACTIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: List of Ticket Objects (extended level)
Payload Params | Description | Type | Required |
---|---|---|---|
relatedArticleIds | List of related articles (max 10) | List of GUIDs | ✓ |
locale | Locale of the articles/tickets | Language code string (for example: 'de') | ✓ |
ids | List of tickets to which to add the related articles The list must contain between 1 and 50 GUIDs. | List of GUIDs | ✓ |
Payload Example:
1 2 3 4 5 6 7
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/relations { "locale":"en", "relatedArticleIds":["77bc8694-5ccf-436c-ab2b-543563a5f425"], "ids":["d367738e-368e-41fe-9289-1a5cbbc3c239","e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a"] }
Get a Ticket's Related Articles (Agent)
GET https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/relations/admin
Get the related articles of a ticket. Includes draft articles.
Get the related articles of a ticket. Includes draft articles.
- Authorization: Requires agent authorization token and permission FETCH_TICKETS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: List of Article objects (extended level)
Request Example:
1
GET https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a/relations/admin
Get a Ticket's Related Articles (User)
GET https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/relations
Get the related articles of a ticket. Does not include draft articles.
Get the related articles of a ticket. Does not include draft articles.
- Authorization: Requires user authorization token for specific user with verified email address
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: List of Article objects (public level)
Request Params | Description | Type | Required |
---|---|---|---|
itemsCount | Number of articles to return | Integer The default is 10. | |
locale | The locale for the related articles | Language code string (for example: 'de') | ✓ |
Request Example:
1
GET https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a/relations
Get the Categories of a Ticket's Related Articles
GET https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/relations/categories
Get the categories of all related articles of a ticket. Does not include draft articles.
Get the categories of all related articles of a ticket. Does not include draft articles.
- Authorization: Requires user authorization token
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: List of Category objects (public level)
Request Example:
1
GET https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a/relations/categories
Remove Related Articles from a Ticket
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/relations/remove
Remove related articles from a ticket.
Remove related articles from a ticket.
- Authorization: Requires agent authorization token and permission BASIC_TICKET_ACTIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Ticket Object (extended level)
Payload Params | Description | Type | Required |
---|---|---|---|
relatedArticleIds | List of related articles (max 10) | List of GUIDs | ✓ |
Payload Example:
1 2 3
{ "relatedArticleIds":["77bc8694-5ccf-436c-ab2b-543563a5f425"] }
Remove Related Articles from One or More Tickets
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/relations/remove
Remove related articles from one or more tickets. Using this method, the same article may be removed from multiple tickets.
Remove related articles from one or more tickets. Using this method, the same article may be removed from multiple tickets.
- Authorization: Requires agent authorization token and permission BASIC_TICKET_ACTIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: List of Ticket Objects (extended level)
Payload Params | Description | Type | Required |
---|---|---|---|
relatedArticleIds | List of related articles (max 10) | List of GUIDs | ✓ |
locale | The locale for the related articles | Language code string (for example: 'de') | ✓ |
ids | List of tickets from which to remove the related articles The list must contain between 1 and 50 GUIDs. | List of GUIDs | ✓ |
Payload Example:
1 2 3 4 5
{ "locale":"en", "relatedArticleIds":["77bc8694-5ccf-436c-ab2b-543563a5f425"], "ids":["e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a","bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa"] }
Manage Ticket Replies And Events
Add C Reply to a Ticket
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/replies
Add a customer reply to a ticket. The main use-case for this API is from the Help Center. To add an agent reply or internal note, see Add Agent Reply or Internal Note to a Ticket.
After creating a reply, Wix Answer processes any automatic actions.
Add a customer reply to a ticket. The main use-case for this API is from the Help Center. To add an agent reply or internal note, see Add Agent Reply or Internal Note to a Ticket.
After creating a reply, Wix Answer processes any automatic actions.
If the ticket is snoozed, then, when configured to do so by the ticket's snooze record, a customer reply unsnoozes the ticket.
- Authorization: Requires user authorization token for specific user (the owner or a user listed in allCcUserIds)
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Reply Object (restricted level)
Payload Params | Description | Type | Required |
---|---|---|---|
type | Integer | ✓ | |
content | Content of the reply | String, up to 65,519 bytes | ✓ |
Payload Example:
1 2 3 4
{ "type":100, "content": "Reply contents", }
Add Agent Reply or Internal Note to a Ticket
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/agentReply
Add an agent reply or an internal note to a ticket. After creating an internal note, Wix Answer invokes the Internal Note Created webhook. If you change a ticket status to Solved or Closed, Wix Answer invokes the Ticket Status Changed webhook and the Chat Ended webhook.
Add an agent reply or an internal note to a ticket. After creating an internal note, Wix Answer invokes the Internal Note Created webhook. If you change a ticket status to Solved or Closed, Wix Answer invokes the Ticket Status Changed webhook and the Chat Ended webhook.
See also Add Internal Note to a Ticket.
- Authorization: Requires agent authorization token and permission CREATE_AGENT_REPLIES; if endAllHandling is true, also requires permission END_HANDLE_TICKET_SESSIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Reply Object (extended level)
Payload Params | Description | Type | Required |
---|---|---|---|
internal | If true, the reply is an internal note, visible only by other agents. If false, the reply is visible to users. Default = false | Boolean | |
content | Content of the reply You can add links to the text. See Links to Wix Answers Entities. | String, up to 65,519 bytes | ✓ |
newTicketStatus | New Ticket Status | Integer | |
endHandling | If true, end the agent's handling of the ticket after adding the reply. Default = false | Boolean | |
endAllHandling | If true, end all agent handling of the ticket after adding the reply. Default = false See above for additional permission requirements for this parameter. | Boolean |
Payload Example:
1 2 3 4 5 6
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa/agentReply { "internal": true, "content": "Reply contents", }
Add Internal Note to a Ticket
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/agentInternalNote
As an agent, add an agent internal note to a ticket. After creating an internal note, Wix Answer invokes the Internal Note Created webhook. If you change a ticket status to Solved or Closed, Wix Answer invokes the Ticket Status Changed webhook and the Chat Ended webhook.
As an agent, add an agent internal note to a ticket. After creating an internal note, Wix Answer invokes the Internal Note Created webhook. If you change a ticket status to Solved or Closed, Wix Answer invokes the Ticket Status Changed webhook and the Chat Ended webhook.
This method enables you to provide a limited service with a more restrictive permission than the one in Add Agent Reply or Internal Note to a Ticket.
- Authorization: To just add the note, requires agent authorization token and permission CREATE_AGENT_INTERNAL_NOTE; to use parameters newTicketStatus, endHandling, or endAllHandling, instead requires permission CREATE_AGENT_REPLIES; if endAllHandling is true, also requires permission END_HANDLE_TICKET_SESSIONS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Reply Object with the internal note (extended level)
Payload Params | Description | Type | Required |
---|---|---|---|
content | Content of the internal note You can add links to the text. See Links to Wix Answers Entities. | String, up to 65,519 bytes | ✓ |
newTicketStatus | New Ticket Status See above for additional permission requirements for this parameter. | Integer | |
endHandling | If true, end the agent's handling of the ticket after adding the note. Default = false See above for additional permission requirements for this parameter. | Boolean | |
endAllHandling | If true, end all agent handling of the ticket after adding the reply. Default = false See above for additional permission requirements for this parameter. | Boolean |
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa/agentInternalNote { "content": "Note contents" }
Add Agent Replies or Internal Notes to One or More Tickets
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/agentReplies/new
Add an agent reply or an internal note to one or more tickets. After creating an internal note, Wix Answer invokes the Internal Note Created webhook on each relevant ticket. If you change a ticket status to Solved or Closed, Wix Answer invokes the Ticket Status Changed webhook and the Chat Ended webhook.
Add an agent reply or an internal note to one or more tickets. After creating an internal note, Wix Answer invokes the Internal Note Created webhook on each relevant ticket. If you change a ticket status to Solved or Closed, Wix Answer invokes the Ticket Status Changed webhook and the Chat Ended webhook.
- Authorization: Requires agent authorization token and permission CREATE_AGENT_REPLIES
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Structure, including a list of Ticket Objects (extended level); see below
Payload Params | Description | Type | Required |
---|---|---|---|
internal | If true, the reply is an internal note, visible only by other agents. If false, the reply is visible to users. Default = false | Boolean | |
content | Content of the internal note You can add links to the text. See Links to Wix Answers Entities. | String, up to 65,519 bytes | ✓ |
ticketIds | List of tickets to which to add the reply or internal note The list must contain between 1 and 50 GUIDs. | List of GUIDs | ✓ |
newTicketStatus | New Ticket Status See above for additional permission requirements for this parameter. | Integer |
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/agentReplies/new { "ticketIds": ["bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa","e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a"], "internal":true, "content": "Reply contents", }
The response is a structure that included the list of affected tickets, a map between each ticket and each reply, and a map between each ticket and any errors.
Response Example:
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{ "ticketIds": ["bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa","e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a"], "replies": { "bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa":@Reply object, }, "failedTicketsErrors": { "e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a": { "errorCode": -1, "message": "Unknown error" }, } }
Add Internal Notes to One or More Tickets
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/agentInternalNotes
As an agent, add an internal note to one or more tickets. After creating an internal note, Wix Answer invokes the Internal Note Created webhook on each relevant ticket. If you change a ticket status to Solved or Closed, Wix Answer invokes the Ticket Status Changed webhook and the Chat Ended webhook.
As an agent, add an internal note to one or more tickets. After creating an internal note, Wix Answer invokes the Internal Note Created webhook on each relevant ticket. If you change a ticket status to Solved or Closed, Wix Answer invokes the Ticket Status Changed webhook and the Chat Ended webhook.
- Authorization: To just add the notes, requires agent authorization token and permission CREATE_AGENT_INTERNAL_NOTE; when using parameter newTicketStatus, instead requires permission CREATE_AGENT_REPLIES
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Structure, including a list of Ticket Objects (extended level)
The request parameters and response are the same as those for Add Agent Replies or Internal Notes to One or More Tickets, except that the parameter internal is always true.
Get Ticket Replies for a Ticket
GET https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/replies/admin
Get list of ticket replies. You can filter by reply type.
Get list of ticket replies. You can filter by reply type.
- Authorization: Requires agent authorization token and permission FETCH_TICKETS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Structure including list of Reply Objects (extended level)
Request Params | Description | Type |
---|---|---|
deleted | Whether to include deleted replies | Boolean |
sortType | Sorting method: * Creation date, ascending (10) * Creation date, descending (20) | Integer |
page | Page of reply By default, the first page of results is returned. | Integer |
size | Number of results to return on the page By default, the page size is 20. | Integer between 1 and 5,000 |
from | Return results starting after this many results By default, this number is 0. | Integer, 0 or higher |
id | Filter by specific reply | |
types | Filter by Reply Types For example, to get just the internal notes, send 120. | Comma-separated list of integers |
fromDate | Filter by tickets after the specified time |
Request Example:
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GET https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/64740297-edf2-4b34-bf8f-cf614c030d93/replies/admin?sortType=10&page=2&size=50&types=100,110
Response Example:
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{ "items": [ List of @Reply objects ], "itemsCount": 108, "page": 2, "numPages": 22, "previousPage": 1, "nextPage": 3, "pageSize": 5 }
Get Ticket Replies for One of Your Tickets
GET https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/replies
Get list of ticket replies to one of your tickets. You can filter by reply type. Internal notes are not returned. You must be the ticket owner, so the main use-case for this API is from the Help Center. As an agent, see Get Ticket Replies for a Ticket.
Get list of ticket replies to one of your tickets. You can filter by reply type. Internal notes are not returned. You must be the ticket owner, so the main use-case for this API is from the Help Center. As an agent, see Get Ticket Replies for a Ticket.
- Authorization: Requires user authorization token for specific user (ticket owner) with verified email address
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Structure including list of Reply Objects (public level)
The request parameters are the same as those for the agent method for getting ticket replies (see Get Ticket Replies for a Ticket, above).
Request Example:
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GET https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a/replies?sortType=10&page=2&size=50
Response Example:
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{ "items": [ List of @Reply objects ], "itemsCount": 108, "page": 2, "numPages": 22, "previousPage": 1, "nextPage": 3, "pageSize": 5 }
Get a Ticket's Timeline (Agent)
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/timeline/paginated
Get a timeline of ticket events. For the user version, see Get a Ticket's Timeline (User).
Get a timeline of ticket events. For the user version, see Get a Ticket's Timeline (User).
- Authorization: Requires agent authorization token and permission FETCH_TICKETS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Result structure, see below
Payload Params | Description | Type |
---|---|---|
page | Page of results The default is 1. | Integer |
pageSize | Number of results on each page, a number between 1 and 5000 The default is 5000. | Integer |
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a/timeline/paginated { "page": 2, "pageSize": 20 }
Response Example:
Response Params | Description | Format |
---|---|---|
ticket | Ticket | |
timelineItems | List of timeline items, which include replies and internal notes, phone calls, CC users added, notes, history records, chat messages, handling changes, snooze, merge, and CSAT responses | List of timeline items |
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{ "ticket": { @Ticket object }, "timelineItems" : [ @relevant object(s) ] }
Search CSAT Responses
POST https://<tenant_subdomain>.wixanswers.com/api/v1/csat/search
Get submitted CSAT responses.
Get submitted CSAT responses.
- Authorization: Requires agent authorization token and permission FETCH_CSAT
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Structure including list of CSAT objects
Payload Params | Description | Type | Required |
---|---|---|---|
ids | Filter by list of CSAT object IDs | List of CSAT GUIDs Max 50 | |
ticketIds | Filter by list of ticket IDs | List of ticket GUIDs Max 50 | |
csatStstuses | Filter by list of CSAT statuses, which are: * Waiting (10): Sent to user, not yet submitted * Submitted (30) | List of integers | |
channels | Filter by list of Channels | List of integers | |
ratings | Filter by list of Ratings | List of integers | |
agentIds | Filter by agents related to the responses: * For a phone call ticket, this is the agent who handled and closed the last phone call on the ticket. * For a chat, SMS, or Whatsapp ticket, this is the agent that sent the last message. * For any other ticket, this is the agent who added the last reply. | List of user GUIDs Max 50 | |
text | Return only submissions with a comment field containing this string | String | |
fromCreationDate | Return only submissions created on or after this date | Unix date string | |
toCreationDate | Return only submissions created on or before this date | Unix date string | |
fromLastUpdateDate | Return only submissions last updated on or after this date | Unix date string | |
toLastUpdateDate | Return only submissions updated on or before this date | Unix date string | |
timeZone | Timezone for the above dates | Long time zone name string For example: America/Denver | |
sortType | Sort type: Possible values are: * Creation date, ascending (10) * Creation date, descending (11) * Last update date, ascending (20) * Last update date, descending (21) * Rating, ascending (30) * Rating, descending (31) | Integer | |
page | Page of results The default is 1. | Integer | |
pageSize | Number of results on each page, a number between 1 and 250 The default is 10. | Integer |
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/csat/search { "ratings":[30], "sortType": 10, "page: 1, "pageSize": 20 }
Response Example:
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{ "items": [ List of @CSAT objects ], "itemsCount": 108, "page": 2, "numPages": 22, "previousPage": 1, "nextPage": 3, "pageSize": 5 }
Add an Event to a Ticket's Timeline (Agent)
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/timeline
Add an event to a ticket timeline. The event is added as a bullet point to the timeline, in the same way that associating the ticket to another ticket or an article appear. In other words, the text is not added as a reply or internal note.
Add an event to a ticket timeline. The event is added as a bullet point to the timeline, in the same way that associating the ticket to another ticket or an article appear. In other words, the text is not added as a reply or internal note.
- Authorization: Requires agent authorization token and permission ADD_CUSTOM_TICKET_TIMELINE_EVENT
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: None
Payload Params | Description | Type | Required |
---|---|---|---|
customText | Plain text contents to add as an event Tags such as HTML are stripped from the contents. | String Between 1 and 1,200 characters. | ✓ |
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/77bc8694-5ccf-436c-ab2b-543563a5f425/timeline { "customText": "This is an event" }
Get a Ticket's Timeline (User)
GET https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/userTimeline
Get a timeline of ticket events. For more information, including path variables and return structure, see Get a Ticket's Timeline (Agent). Unlike the agent version, history records and internal notes are not returned. You must be the ticket owner. The main use-case is from the Help Center.
Get a timeline of ticket events. For more information, including path variables and return structure, see Get a Ticket's Timeline (Agent). Unlike the agent version, history records and internal notes are not returned. You must be the ticket owner. The main use-case is from the Help Center.
- Authorization: None, or requires user authorization token for specific user (ticket owner) with verified email address. See Chat Unauthenticated User Header.
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Result structure, as described in the agent method, but the ticket object is returned at public level
Update Contents of a Ticket Reply
PUT https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/replies/{reply GUID}
Update a ticket reply's contents. See Important Information about Updating Structures Using the API.
Update a ticket reply's contents. See Important Information about Updating Structures Using the API.
- Authorization: Requires agent authorization token and permission MANAGE_TICKET_REPLIES
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Reply Object (extended level)
Payload Params | Description | Type | Required |
---|---|---|---|
content | The contents | String, up to 65,519 bytes | ✓ |
Payload Example:
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PUT https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa/replies/e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a { "content": "This is what I actually meant." }
Move a Reply to a Different Ticket
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/replies/{reply GUID}/move
Move a reply to a different ticket.
Move a reply to a different ticket.
- Authorization: Requires agent authorization token and permission MANAGE_TICKET_REPLIES
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: None
Payload Params | Description | Type | Required |
---|---|---|---|
targetTicketId | The new ticket | ✓ | |
moveFutureReplies | Whether to add future replies to this reply to the new ticket (true) or to the old ticket (false) | Boolean Default is false. |
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/be948e62-a3fd-4cf0-87f3-ee6a0ae7fbbb/replies/e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a/move { "targetTicketId": "bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa", "moveFutureReplies": false }
Remove a Ticket Reply's Attachments
POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/replies/{reply GUID}/removeAttachments
Remove one or more ticket reply attachments.
Remove one or more ticket reply attachments.
- Authorization: Requires agent authorization token and permission MANAGE_TICKET_REPLIES
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Reply Object (extended level)
Payload Params | Description | Type | Required |
---|---|---|---|
attachmentsUrls | List of attachments to remove from ticket | List of URL strings | At least one is required |
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a/replies/bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa/removeAttachments { "attachmentsUrls": [ "http://www.example.com/1.html", "http://www.example.com/2.html" ] }
Delete a Ticket Reply
DELETE https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/replies/{reply GUID}
Delete a ticket reply.
Delete a ticket reply.
- Authorization: Requires agent authorization token and permission MANAGE_TICKET_REPLIES
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: None
Request Example:
1
DELETE https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa/replies/e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a
Manage Ticket Followers
Get Whether You Follow a Ticket (Agent)
GET https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/follow
Get whether you follow a ticket. An agent can follow a ticket to get notified on all ticket changes.
Get whether you follow a ticket. An agent can follow a ticket to get notified on all ticket changes.
- Authorization: Requires agent authorization for a specific user and permission FETCH_TICKETS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Boolean
Request Example:
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GET https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a/follow
Get List of Users Who Follow a Ticket
GET https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/followers
Get list of users who follow a ticket.
Get list of users who follow a ticket.
- Authorization: Requires agent authorization token and permission FETCH_TICKETS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: List of User objects (extended level)
Request Params | Description | Type | Required |
---|---|---|---|
agentsOnly | Whether to return only agents and not other users | Boolean. Default is false. |
Request Example:
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GET https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a/followers?agentsOnly=true
Get List of Tickets That You Follow (Agent)
GET https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/followed
Get list of tickets that you follow. An agent can following a ticket to get notified on all ticket changes.
Get list of tickets that you follow. An agent can following a ticket to get notified on all ticket changes.
- Authorization: Requires agent authorization token for a specific agent and permission FETCH_TICKETS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: Structure including list of Ticket objects (restricted level)
Request Params | Description | Type |
---|---|---|
page | Page of results The default is 1. | Integer |
pageSize | Number of results on each page, a number between 1 and 5000 The default is 20. | Integer |
Request Example:
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GET https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/followed?page=2&pageSize=20
Response Example:
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{ "items": [ List of @Ticket objects ], "itemsCount": 108, "page": 2, "numPages": 22, "previousPage": 1, "nextPage": 3, "pageSize": 5 }
Follow a Ticket
- Authorization: Requires agent authorization token for a specific agent and permission FETCH_TICKETS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: None
No payload is expected.
Unfollow a Ticket
DELETE https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/{ticket GUID}/follow
Remove yourself as a follower of a ticket.
Remove yourself as a follower of a ticket.
- Authorization: Requires agent authorization token for a specific agent and permission FETCH_TICKETS
- Content type: application/json; charset=utf-8
- Accept: application/json
- Response: None
Request Example:
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DELETE https://<tenant_subdomain>.wixanswers.com/api/v1/tickets/e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a/follow
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