Ticket Status (Async)
Using the Ticket Status webhook, you can easily integrate VCC Live with another Ticketing system or CRM to synchronize Ticket data. The webhook is triggered when a Ticket changes, including when it is created, updated, closed, or deleted.
When sending ticket updates, only those attributes are sent that have changed, while fields such as Ticket ID, Ticket Number, Project ID, and Project Name are always included.
Table of Contents
Request Object
| Name | Type | Comment |
|---|---|---|
| action | string | It displays the action occurring to the Ticket. ‘add’ signals a new ticket, ‘update’ captures updates, while ‘delete’ occurs for ticket deletions. |
| ticket | object | Data about the ticket itself. |
Ticket object
| Name | Type | Comment |
|---|---|---|
| ticketId | integer | Unique identifier of the ticket within the project. |
| entityId | integer | Unique identifier of the customer record within the project. |
| contactId | integer | Unique identifier of the customer record within the project. |
| ticketNo | string | Unique ticket number generated by the system. |
| title | string | The ticket’s title. |
| type | string | The selected ticket type for the ticket. |
| description | string | The ticket’s description. |
| firstOpenTime | integer | The first time the ticket was opened in ISO time format. |
| lastOpenTime | integer | The last time the ticket was opened in ISO time format. |
| softDeadline | string | The soft deadline of the ticket in ISO time format. |
| status | string | The status of the ticket. Possible values: – park – closed |
| substatus | string | The sub-status of the ticket. Possible values: – waiting4agent – waiting4entity – successful – unsuccessful |
| createdUserId | integer | The ID of the user who has created the ticket. |
| createdUserName | string | The name of the user who has created the ticket. |
| projectId | integer | The ID of the project where the ticket is. |
| projectName | string | The name of the project where the ticket is. |
| agentName | string | The full name of the agent assigned to the ticket. |
| agentUserName | string | The user name of the agent assigned to the ticket. |
| userId | integer | The ID of the user who updated the ticket. |
Sample Request Body
{
"action": "add",
"ticket": {
"ticketId": 21,
"entityId": 1814,
"contactId": 1220,
"ticketNo": "130-20240215-270338",
"title": "bug",
"type": "complaint",
"description": "a",
"firstOpenTime": "2024-02-15T15:46:46+01:00",
"lastOpenTime": "2024-02-15T15:46:46+01:00",
"softDeadline": "2024-02-15T15:46:00+01:00",
"status": "park",
"subStatus": "waiting4agent",
"createdUserId": 6,
"projectId": 130,
"projectName": "Manual",
"createdUserName": "John Smith",
"agentName": "John Smith",
"userId": 8,
"agentUserName": "john_smith"
}
}
{
"action": "update",
"ticket": {
"ticketId": 21,
"ticketNo": "130-20240215-270338",
"title": "Customer complaint",
"cc": "[email protected]",
"subStatus": "waiting4entity",
"projectId": 130,
"projectName": "Customer complaints on email"
}
}
{
"action": "delete",
"ticket": {
"ticketId": 21,
"entityId": 1814,
"contactId": 1220,
"ticketNo": "130-20240215-270338",
"title": "Problem",
"type": "complaint",
"description": "This is a description for this Ticket",
"cc": "[email protected]",
"firstOpenTime": "2024-02-11T15:46:46+01:00",
"lastOpenTime": "2024-02-15T15:46:46+01:00",
"softDeadline": "2024-02-15T15:46:00+01:00",
"status": "park",
"subStatus": "waiting4entity",
"createdUserId": 6,
"projectId": 130,
"projectName": "Manual",
"createdUserName": "Rachel Scott",
"agentName": "Rachel Scott",
"userId": 8,
"agentUserName": "rachel_scott"
}
}
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