Ticket

WARNING

Os endpoints de ticket dependem das permissões de grupo e se o usuário que você está usando é um agente. Por causa disso, os tickets podem ou não estar disponíveis.

Listar

Permissão necessária: ticket.agent ou ticket.customer

Solicitação GET enviada: /api/v1/tickets

Details

// 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
  }
]

Mostrar

Permissão necessária: ticket.agent ou ticket.customer

Solicitação GET enviada: /api/v1/tickets/{ticket id}

Details

// 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"
}

Criar

Permissão necessária: ticket.agent ou ticket.customer

Solicitação POST enviada: /api/v1/tickets

TIP

Em nome de usuários

Se você quiser criar tickets em nome de outros usuários, use o atributo customer_id. ticket.agent é obrigatório para isso. Use guess:{email address} para economizar uma chamada de API se você não souber o ID do usuário ou quiser criar o usuário em questão ("customer_id": "guess:jane@doe.com").

Adicionar inscrição de menção imediatamente:

Adicione o atributo mentions ao payload do seu ticket e forneça um array de IDs de usuário para inscrevê-los diretamente durante a criação do ticket.

Exemplo: "mentions": [1, 5, 7, 8],

Details

{
  "title": "Help me!",
  "group": "2nd Level",
  "customer": "david@example.com",
  "article": {
    "subject": "My subject",
    "body": "I am a message!",
    "type": "note",
    "internal": false
  }
}

TIP

Para mais atributos e opções de artigo, dê uma olhada em artigos.

Atualização

Permissão necessária: ticket.agent ou ticket.customer

Solicitação PUT enviada: /api/v1/tickets/{ticket id}

TIP

Suprimir notificações: Para atualizar um ticket sem acionar notificações de agente (email e no app), adicione o seguinte cabeçalho HTTP à sua solicitação:

X-Zammad-Suppress-Notifications: true

Isso é útil para integrações automatizadas que atualizam tickets via webhooks ou gatilhos, para evitar loops de notificação. O cabeçalho afeta apenas contas de admin e agente, e é ignorado para clientes. Também funciona para o endpoint POST /api/v1/ticket_articles.

Details

{
  "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

O exemplo acima fornece um artigo. Este artigo é um novo artigo e não afeta nenhum existente.

TIP

Adicionando anexos

Os payloads de anexo são idênticos ao método POST, apenas use PUT em vez disso.

Excluir

Permissão necessária: admin

Solicitação DELETE enviada: /api/v1/tickets/{ticket id}

DANGER

Esta é uma remoção permanente:

Observe que remover tickets não pode ser desfeito. Todos os dados (por exemplo, artigos e anexos) serão perdidos.

Details

Response:

// HTTP-Code 200 OK

{}