Articolo
Generale
Alcuni attributi degli articoli potrebbero non essere immediati o avere parecchie opzioni.
content_type
Zammad supporta text/html per testo formattato HTML o text/plain per testo semplice. Questo.
L'interfaccia web di Zammad solitamente usa text/html.
type
Zammad supporta un gran numero di tipi di articolo. L'elenco seguente potrebbe essere incompleto a seconda.
Se non diversamente specificato, tutti i tipi di articolo seguenti sono articoli di comunicazione e quindi.
La differenza è che gli articoli di comunicazione forniscono l'opzione di rispondere automaticamente.
email- Questo ti permette di creare articoli email in entrata o in uscita. Tuttavia, questo.
phone : Indica note telefoniche.
webSolitamente usato solo dai clienti. Questo tipo viene usato ogni volta che il tuo cliente.
noteOgni volta che una comunicazione non si adatta (ad esempio: note interne) scegli note.
Questo non è un articolo di comunicazione.
sms : Questo tipo viene usato per l'integrazione SMS di Zammad.
chat- Questo tipo di articolo è tecnicamente un segnaposto ed è disponibile solo tramite API.
fax- Questo tipo di articolo è tecnicamente un segnaposto ed è disponibile solo tramite API.
twitter status&twitter direct-message- Questi tipi di articolo sono usati dal canale Twitter di Zammad.
facebook feed post&facebook feed comment- Questi tipi di articolo sono usati dal canale Facebook di Zammad.
telegram personal-message- Usato dal canale Telegram di Zammad. Tecnicamente puoi usare.
internal
Questo attributo ti permette di impostare la visibilità dei tuoi articoli. Per la visibilità interna solo.
WARNING
Visibilità: interno non significa che sia silenzioso
Se imposti un articolo su `internal: tru
sender
Indica quale utente ha creato l'articolo. Puoi scegliere tra:
AgentCustomerSystem
WARNING
A seconda della selezione sopra, alcuni tipi di articolo potrebbero non essere disponibili o comportarsi diversamente.
Elenca articoli per ticket
Permesso richiesto: ticket.agent o ticket.customer
Richiesta GET inviata: /api/v1/ticket_articles/by_ticket/{ticket id}
Details
json
// HTTP-Code 200 OK
[
{
"id": 9,
"ticket_id": 5,
"type_id": 1,
"sender_id": 2,
"from": "David Bell <david@example.com>",
"to": "support@fastlane.inc",
"cc": null,
"subject": null,
"reply_to": null,
"message_id": null,
"message_id_md5": null,
"in_reply_to": null,
"content_type": "text/html",
"references": null,
"body": "Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magnam aliquam quaerat voluptatem.<br>\nDavid Bell<br>\n<span class=\"js-signatureMarker\"></span>\n<br>\nDavid Bell",
"internal": false,
"preferences": {},
"updated_by_id": 10,
"created_by_id": 10,
"origin_by_id": null,
"created_at": "2021-08-02T11:57:18.068Z",
"updated_at": "2021-08-02T11:57:18.068Z",
"attachments": [],
"type": "email",
"sender": "Customer",
"created_by": "david@example.com",
"updated_by": "david@example.com",
"time_unit": null
},
{
"id": 10,
"ticket_id": 5,
"type_id": 1,
"sender_id": 1,
"from": "Emily Wilson via <support@fastlane.inc>",
"to": "David Bell <david@example.com>",
"cc": null,
"subject": null,
"reply_to": null,
"message_id": null,
"message_id_md5": null,
"in_reply_to": null,
"content_type": "text/html",
"references": null,
"body": "Hi David,<br>\n<br>\nUt enim aeque doleamus animo, cum corpore dolemus, fieri tamen permagna accessio potest, si aliquod aeternum et infinitum impendere malum nobis opinemur.<br>\n<span class=\"js-signatureMarker\"></span>\n<br>\n--<br>\nGreetings,<br>\n<br>\nEmily Wilson<br>",
"internal": false,
"preferences": {},
"updated_by_id": 5,
"created_by_id": 5,
"origin_by_id": null,
"created_at": "2021-08-03T09:57:18.121Z",
"updated_at": "2021-08-03T09:57:18.121Z",
"attachments": [],
"type": "email",
"sender": "Agent",
"created_by": "emily@fastlane.inc",
"updated_by": "emily@fastlane.inc"
}
]Elenca articolo specifico
Permesso richiesto: ticket.agent o ticket.customer
Richiesta GET inviata: /api/v1/ticket_articles/{article id}
Details
json
// HTTP-Code 200 OK
{
"id": 9,
"ticket_id": 5,
"type_id": 1,
"sender_id": 2,
"from": "David Bell <david@example.com>",
"to": "support@fastlane.inc",
"cc": null,
"subject": null,
"reply_to": null,
"message_id": null,
"message_id_md5": null,
"in_reply_to": null,
"content_type": "text/html",
"references": null,
"body": "Hi,<br>\n<br>\n<u>Qui liber cum et mortem contemnit, qua qui est imbutus quietus esse numquam potest. Praeterea bona praeterita grata recordatione renovata delectant.<br>\n<span class=\"js-signatureMarker\"></span>\n<br>\nDavid Bell",
"internal": false,
"preferences": {},
"updated_by_id": 10,
"created_by_id": 10,
"origin_by_id": null,
"created_at": "2021-08-02T11:57:18.068Z",
"updated_at": "2021-08-02T11:57:18.068Z",
"attachments": [],
"type": "email",
"sender": "Customer",
"created_by": "david@example.com",
"updated_by": "david@example.com",
"time_unit": null
}Crea
Permesso richiesto: ticket.agent o ticket.customer
Richiesta POST inviata: /api/v1/ticket_articles
TIP
Se vuoi creare articoli per conto di altri utenti (ad esempio per una nota telefonica), usa il.
Articolo semplice
Details
json
{
"ticket_id": 5,
"subject": "Call note",
"body": "Called the customer and discussed their issues.<br/>Turns out these were caused by invalid configurations - solved.",
"content_type": "text/html",
"type": "phone",
"internal": false,
"sender": "Agent",
"time_unit": "15"
}Articolo con file allegati
Details
json
{
"ticket_id": 5,
"to": "",
"cc": "",
"subject": "some subject",
"body": "Please see attached file...",
"content_type": "text/plain",
"type": "note",
"internal": true,
"time_unit": "25",
"attachments": [
{
"filename": "portal.txt",
"data": "VGhlIGNha2UgaXMgYSBsaWUhCg==",
"mime-type": "text/plain"
},
{
"filename": "{filename}",
"data": "{file content base64 encoded}",
"mime-type": "{attachments mime-type}"
}
]
}Articolo con immagini inline
Le immagini inline possono essere usate fornendo data URI nel tuo markup HTML.
Details
json
{
"ticket_id": 5,
"to": "",
"cc": "",
"subject": "some subject",
"body": "Let's see the <b>phoenix</b> <img src=\"data:image/png;base64,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\">",
"content_type": "text/html",
"type": "note",
"internal": false,
"time_unit": "12"
}Ricevi allegati
Ora che hai tutti quei fantastici allegati nei tuoi ticket, potresti voler scaricarli.
Richiesta GET inviata: /api/v1/ticket_attachment/{ticket id}/{article id}/{attachment id}
Risposta: {image file}
TIP
If you're not sure which articles a ticket contains, please list affected articles first.