Tickets

The tickets model represents the structure of customer support tickets and their related entities in the system. This model enables tracking and management of customer inquiries and support requests.

Ticket Service

The TicketService provides methods to interact with ticket data.

getTicket

Retrieves a specific ticket by its ID.

getTicket(
    params: GetTicketParams
): Observable<Tickets.Model.Ticket | undefined>

Parameters

Parameter	Type	Description
params	GetTicketParams	Parameters containing the ticket ID

Returns

An Observable that emits the requested ticket or undefined if not found.

Usage Example

ticketService
    .getTicket({
        id: 'ticket-123',
    })
    .subscribe((ticket) => {
        if (ticket) {
            console.log(`Ticket ID: ${ticket.id}`);
            console.log(`Status: ${ticket.status}`);
            console.log(`Topic: ${ticket.topic}`);
            console.log(`Created: ${ticket.createdAt}`);
        } else {
            console.log('Ticket not found');
        }
    });

getTicketList

Retrieves a paginated list of tickets with optional filtering and sorting.

getTicketList(
    query: GetTicketListQuery
): Observable<Tickets.Model.Tickets>

Parameters

Parameter	Type	Description
query	GetTicketListQuery	Query parameters for filtering and pagination

Query Parameters

Parameter	Type	Description
offset	number	Number of items to skip
limit	number	Maximum number of items to return
topic	string	Filter by ticket topic
status	TicketStatus	Filter by ticket status
dateFrom	Date	Filter by creation date (from)
dateTo	Date	Filter by creation date (to)
sort	string	Sorting criteria

Returns

An Observable that emits a paginated list of tickets.

Usage Example

ticketService
    .getTicketList({
        offset: 0,
        limit: 10,
        status: 'OPEN',
        sort: 'createdAt',
    })
    .subscribe((tickets) => {
        console.log(`Found ${tickets.total} tickets`);
        console.log(`Showing ${tickets.data.length} tickets`);
        tickets.data.forEach((ticket) => console.log(ticket.id));
    });

createTicket

Creates a new ticket.

createTicket(
    body: PostTicketBody
): Observable<Tickets.Model.Ticket>

Parameters

Parameter	Type	Description
body	PostTicketBody	Ticket creation data

Body Parameters

Parameter	Type	Required	Description
title	string	No	Title or subject of the ticket
description	string	No	Detailed description of the issue
type	number	No	Ticket type identifier (e.g., form ID in ticket systems)
attachments	TicketAttachmentInput[]	No	Array of file attachments
fields	object	No	Additional custom fields specific to the integration

Note: While description and type are marked as optional in the core model, certain integrations require these fields:

• Zendesk: Requires both description (string) and type (number, ticket form ID)
• SurveyJS: Requires description (string) and ticketFormId (number, mapped to type)

Implementers should check the specific integration documentation for required fields before implementing ticket creation.

Returns

An Observable that emits the created ticket.

Usage Example

ticketService
    .createTicket({
        title: 'New Feature Request',
        description: 'Please add dark mode to the application',
    })
    .subscribe((ticket) => {
        console.log(`Created ticket with ID: ${ticket.id}`);
        console.log(`Status: ${ticket.status}`);
    });

Data Model Structure

The tickets model is designed to support customer support operations:

1. Tickets are the central entity representing customer inquiries
2. Tickets have a status that changes as they progress through the support workflow
3. Tickets can have attachments and comments for communication
4. Tickets can have custom properties for additional metadata

This structure allows for:

• Tracking the status of customer inquiries
• Supporting communication through comments
• Attaching relevant files to tickets
• Adding custom metadata through properties

The pagination utility allows for efficient retrieval of large collections of tickets, supporting standard pagination parameters like offset and limit, as well as filtering by various criteria including date range, status, and type.

Types

Ticket

Represents a support ticket created by a customer or agent.

Field	Type	Description
id	string	Unique identifier for the ticket
createdAt	string	ISO timestamp when the ticket was created
updatedAt	string	ISO timestamp when the ticket was last updated
topic	string	Subject or title of the ticket
type	string	Category or type of the ticket (e.g., "support", "feature")
status	TicketStatus	Current status of the ticket
properties	TicketProperty[]	Additional custom properties for the ticket
attachments	TicketAttachment[]	Files attached to the ticket (optional)
comments	TicketComment[]	Comments or messages on the ticket (optional)

TicketStatus

Enumeration of possible ticket statuses.

Value	Description
OPEN	Ticket is new or awaiting response
IN_PROGRESS	Ticket is being worked on
CLOSED	Ticket has been resolved

TicketAttachment

Represents a file attached to a ticket.

Field	Type	Description
name	string	Filename of the attachment
url	string	URL to access the attachment
size	number	File size in bytes
author	Author	Person who uploaded the attachment
date	string	ISO timestamp when the attachment was added
ariaLabel	string	Accessibility label for the attachment

TicketComment

Represents a message or comment on a ticket.

Field	Type	Description
author	Author	Person who wrote the comment
date	string	ISO timestamp when the comment was posted
content	string	Text content of the comment

Author

Represents a person interacting with a ticket.

Field	Type	Description
name	string	Full name of the person
email	string	Email address (optional)
avatar	string	URL to profile picture (optional)

TicketProperty

Represents a custom property or metadata for a ticket.

Field	Type	Description
id	string	Property identifier (e.g., "priority")
value	string	Property value (e.g., "high")

Tickets

Paginated list of tickets.

type Tickets = Pagination.Paginated<Ticket>;