Ticket
WARNING
Gli endpoint ticket dipendono dai permessi del gruppo e se l'utente che stai usando è un agente.
Elenca
Permesso richiesto: ticket.agent o ticket.customer
Richiesta GET inviata: /api/v1/tickets
Details
json
// HTTP-Code 200 OK
[
{
"id": 1,
"group_id": 1,
"priority_id": 2,
"state_id": 1,
"organization_id": 1,
"number": "69001",
"title": "Welcome to Zammad!",
"owner_id": 1,
"customer_id": 2,
"note": null,
"first_response_at": null,
"first_response_escalation_at": null,
"first_response_in_min": null,
"first_response_diff_in_min": null,
"close_at": null,
"close_escalation_at": null,
"close_in_min": null,
"close_diff_in_min": null,
"update_escalation_at": null,
"update_in_min": null,
"update_diff_in_min": null,
"last_close_at": null,
"last_contact_at": "2025-07-03T08:52:34.556Z",
"last_contact_agent_at": null,
"last_contact_customer_at": "2025-07-03T08:52:34.556Z",
"last_owner_update_at": null,
"create_article_type_id": 5,
"create_article_sender_id": 2,
"article_count": 1,
"escalation_at": null,
"pending_time": null,
"type": null,
"time_unit": null,
"preferences": {},
"updated_by_id": 2,
"created_by_id": 2,
"created_at": "2025-07-03T08:52:34.343Z",
"updated_at": "2025-07-03T08:52:34.661Z",
"checklist_id": null
},
{
"id": 2,
"group_id": 3,
"priority_id": 2,
"state_id": 4,
"organization_id": null,
"number": "69002",
"title": "Refund for order 4388019",
"owner_id": 7,
"customer_id": 15,
"note": null,
"first_response_at": null,
"first_response_escalation_at": null,
"first_response_in_min": null,
"first_response_diff_in_min": null,
"close_at": null,
"close_escalation_at": null,
"close_in_min": null,
"close_diff_in_min": null,
"update_escalation_at": null,
"update_in_min": null,
"update_diff_in_min": null,
"last_close_at": null,
"last_contact_at": "2025-01-04T13:54:28.811Z",
"last_contact_agent_at": "2025-01-03T07:54:28.787Z",
"last_contact_customer_at": "2025-01-04T13:54:28.811Z",
"last_owner_update_at": null,
"create_article_type_id": 1,
"create_article_sender_id": 2,
"article_count": 3,
"escalation_at": null,
"pending_time": null,
"type": null,
"time_unit": null,
"preferences": {},
"updated_by_id": 15,
"created_by_id": 15,
"created_at": "2025-01-03T06:54:28.656Z",
"updated_at": "2025-07-03T08:54:28.821Z",
"checklist_id": null
},
{
"id": 3,
"group_id": 5,
"priority_id": 2,
"state_id": 2,
"organization_id": 3,
"number": "69003",
"title": "Order of 10 laptops XYX3000",
"owner_id": 14,
"customer_id": 18,
"note": null,
"first_response_at": null,
"first_response_escalation_at": null,
"first_response_in_min": null,
"first_response_diff_in_min": null,
"close_at": null,
"close_escalation_at": null,
"close_in_min": null,
"close_diff_in_min": null,
"update_escalation_at": null,
"update_in_min": null,
"update_diff_in_min": null,
"last_close_at": null,
"last_contact_at": "2025-07-03T08:17:28.879Z",
"last_contact_agent_at": "2025-07-03T08:17:28.879Z",
"last_contact_customer_at": "2025-07-03T07:14:28.831Z",
"last_owner_update_at": null,
"create_article_type_id": 1,
"create_article_sender_id": 2,
"article_count": 3,
"escalation_at": "2025-07-03T08:14:28.832Z",
"pending_time": null,
"type": null,
"time_unit": null,
"preferences": {},
"updated_by_id": 14,
"created_by_id": 18,
"created_at": "2025-07-03T07:14:28.831Z",
"updated_at": "2025-07-03T08:54:28.938Z",
"checklist_id": null
},
{
"id": 4,
"group_id": 9,
"priority_id": 3,
"state_id": 2,
"organization_id": 2,
"number": "69004",
"title": "Onboarding new colleague",
"owner_id": 3,
"customer_id": 10,
"note": null,
"first_response_at": null,
"first_response_escalation_at": null,
"first_response_in_min": null,
"first_response_diff_in_min": null,
"close_at": null,
"close_escalation_at": null,
"close_in_min": null,
"close_diff_in_min": null,
"update_escalation_at": null,
"update_in_min": null,
"update_diff_in_min": null,
"last_close_at": null,
"last_contact_at": "2025-07-01T08:54:28.948Z",
"last_contact_agent_at": null,
"last_contact_customer_at": "2025-07-01T08:54:28.948Z",
"last_owner_update_at": null,
"create_article_type_id": 11,
"create_article_sender_id": 2,
"article_count": 1,
"escalation_at": null,
"pending_time": null,
"type": null,
"time_unit": null,
"preferences": {},
"updated_by_id": 10,
"created_by_id": 10,
"created_at": "2025-07-01T08:54:28.948Z",
"updated_at": "2025-07-03T08:54:29.488Z",
"checklist_id": 1
},
{
"id": 5,
"group_id": 9,
"priority_id": 3,
"state_id": 2,
"organization_id": 2,
"number": "69005",
"title": "IT | Onboarding new colleague",
"owner_id": 3,
"customer_id": 10,
"note": null,
"first_response_at": null,
"first_response_escalation_at": null,
"first_response_in_min": null,
"first_response_diff_in_min": null,
"close_at": null,
"close_escalation_at": null,
"close_in_min": null,
"close_diff_in_min": null,
"update_escalation_at": null,
"update_in_min": null,
"update_diff_in_min": null,
"last_close_at": null,
"last_contact_at": "2025-07-01T08:59:29.238Z",
"last_contact_agent_at": null,
"last_contact_customer_at": "2025-07-01T08:59:29.238Z",
"last_owner_update_at": null,
"create_article_type_id": 11,
"create_article_sender_id": 2,
"article_count": 1,
"escalation_at": null,
"pending_time": null,
"type": null,
"time_unit": null,
"preferences": {},
"updated_by_id": 10,
"created_by_id": 10,
"created_at": "2025-07-01T08:59:29.238Z",
"updated_at": "2025-07-03T08:54:29.495Z",
"checklist_id": 2
},
{
"id": 6,
"group_id": 4,
"priority_id": 2,
"state_id": 2,
"organization_id": null,
"number": "69006",
"title": "Laptop not working [Order 931529477]",
"owner_id": 6,
"customer_id": 16,
"note": null,
"first_response_at": null,
"first_response_escalation_at": null,
"first_response_in_min": null,
"first_response_diff_in_min": null,
"close_at": null,
"close_escalation_at": null,
"close_in_min": null,
"close_diff_in_min": null,
"update_escalation_at": null,
"update_in_min": null,
"update_diff_in_min": null,
"last_close_at": null,
"last_contact_at": "2025-07-03T08:43:29.827Z",
"last_contact_agent_at": "2025-07-03T08:43:29.827Z",
"last_contact_customer_at": "2025-07-03T08:34:29.703Z",
"last_owner_update_at": null,
"create_article_type_id": 1,
"create_article_sender_id": 2,
"article_count": 5,
"escalation_at": null,
"pending_time": null,
"type": null,
"time_unit": null,
"preferences": {},
"updated_by_id": 8,
"created_by_id": 16,
"created_at": "2025-07-03T08:07:29.526Z",
"updated_at": "2025-07-03T08:54:29.870Z",
"checklist_id": null
},
{
"id": 7,
"group_id": 2,
"priority_id": 1,
"state_id": 2,
"organization_id": null,
"number": "69007",
"title": "My battery is dead / order 110572",
"owner_id": 13,
"customer_id": 17,
"note": null,
"first_response_at": null,
"first_response_escalation_at": null,
"first_response_in_min": null,
"first_response_diff_in_min": null,
"close_at": null,
"close_escalation_at": null,
"close_in_min": null,
"close_diff_in_min": null,
"update_escalation_at": null,
"update_in_min": null,
"update_diff_in_min": null,
"last_close_at": null,
"last_contact_at": "2025-07-03T07:54:29.904Z",
"last_contact_agent_at": null,
"last_contact_customer_at": "2025-07-03T07:54:29.904Z",
"last_owner_update_at": null,
"create_article_type_id": 1,
"create_article_sender_id": 2,
"article_count": 1,
"escalation_at": null,
"pending_time": null,
"type": null,
"time_unit": null,
"preferences": {},
"updated_by_id": 17,
"created_by_id": 17,
"created_at": "2025-07-03T07:54:29.904Z",
"updated_at": "2025-07-03T08:54:29.958Z",
"checklist_id": null
}
]Mostra
Permesso richiesto: ticket.agent o ticket.customer
Richiesta GET inviata: /api/v1/tickets/{ticket id}
Details
json
// HTTP-Code 200 OK
{
"id": 3,
"group_id": 1,
"priority_id": 2,
"state_id": 4,
"organization_id": 3,
"number": "22003",
"title": "Order 787556",
"owner_id": 3,
"customer_id": 7,
"note": null,
"first_response_at": null,
"first_response_escalation_at": null,
"first_response_in_min": null,
"first_response_diff_in_min": null,
"close_at": null,
"close_escalation_at": null,
"close_in_min": null,
"close_diff_in_min": null,
"update_escalation_at": null,
"update_in_min": null,
"update_diff_in_min": null,
"last_contact_at": "2021-06-03T09:57:17.987Z",
"last_contact_agent_at": "2021-06-03T09:57:17.987Z",
"last_contact_customer_at": "2021-06-01T11:57:17.935Z",
"last_owner_update_at": null,
"create_article_type_id": 1,
"create_article_sender_id": 2,
"article_count": 2,
"escalation_at": null,
"pending_time": null,
"type": null,
"time_unit": null,
"preferences": {},
"updated_by_id": 4,
"created_by_id": 7,
"created_at": "2021-06-01T11:57:17.935Z",
"updated_at": "2021-11-03T11:57:17.997Z"
}Crea
Permesso richiesto: ticket.agent o ticket.customer
Richiesta POST inviata: /api/v1/tickets
TIP
Per conto di utenti
Se vuoi creare ticket per conto di altri utenti, usa il `c
Details
json
{
"title": "Help me!",
"group": "2nd Level",
"customer": "david@example.com",
"article": {
"subject": "My subject",
"body": "I am a message!",
"type": "note",
"internal": false
}
}TIP
Per maggiori attributi e opzioni degli articoli dai un'occhiata a articoli.
Aggiornamento
Permesso richiesto: ticket.agent o ticket.customer
Richiesta PUT inviata: /api/v1/tickets/{ticket id}
TIP
Disattiva le notifiche: Per aggiornare un ticket senza attivare le notifiche dell'agente (email e in-app), aggiungi la seguente intestazione HTTP alla tua richiesta:
plain
X-Zammad-Suppress-Notifications: trueQuesto è utile per le integrazioni automatizzate che aggiornano i ticket tramite webhook o trigger per evitare cicli di notifiche. L'intestazione ha effetto solo sugli account di amministratori e agenti e viene ignorata per i clienti. Funziona anche per l'endpoint POST /api/v1/ticket_articles.
Details
json
{
"title": "No help for you",
"group": "Sales",
"state": "open",
"priority": "3 high",
"article": {
"subject": "Update via API",
"body": "Here's my reason for updating this ticket...",
"internal": true
}
}INFO
L'esempio sopra fornisce un articolo. Questo articolo è un nuovo articolo e non influisce su nessun.
TIP
Aggiunta di allegati
I payload degli allegati sono identici al metodo POST, usa semplicemente.
Elimina
Permesso richiesto: admin
Richiesta DELETE inviata: /api/v1/tickets/{ticket id}
DANGER
Questa è una rimozione permanente:
Tieni presente che rimuovere ticket non può essere annullato.
Details
Risposta:
json
// HTTP-Code 200 OK
{}