POST
/
ticket
curl --request POST \
  --url https://demo.enneo.ai/api/mind/ticket \
  --header 'Content-Type: application/json' \
  --data '{
  "from": "jsmith@example.com",
  "fromName": null,
  "subchannelId": 2,
  "to": [
    "customer@web.de"
  ],
  "cc": [
    "customer@web.de"
  ],
  "bcc": [
    "customer@web.de"
  ],
  "priority": "low",
  "channel": "email",
  "status": "open",
  "subject": "Ticket subject",
  "body": "<p>Ticket body<p>",
  "createdAt": "2021-01-01 00:00:00",
  "firstResponseDueBy": "2021-01-02 00:00:00",
  "dueBy": "2021-01-07 00:00:00",
  "attachments": [
    {
      "name": "myattachment1.png",
      "url": "https://my-server.com/my-image.png"
    }
  ],
  "tags": [
    54
  ],
  "contractId": null,
  "externalTicketId": null,
  "rawData": null,
  "templateId": null,
  "templateData": null
}'
{
  "id": 376189,
  "from": "tom@gmail.com",
  "fromName": "Tom Mustermann",
  "to": [
    "service@energy.com"
  ],
  "ccEmails": [
    "secondlevel@enneo.ai"
  ],
  "replyCcEmails": [
    "jsmith@example.com"
  ],
  "subchannelId": 123,
  "sentiment": "positive",
  "language": "English",
  "languageCode": "en",
  "autoExecuteAt": "2023-11-07T05:31:56Z",
  "aiSupportLevel": "unprocessed",
  "isCustomerActive": true,
  "interface": "internal",
  "priority": "low",
  "channel": "email",
  "channelId": "32291c7e-1cce-4d4c-8269-15e6a6501466",
  "status": "open",
  "summary": "I want to relocate and send you a meter reading",
  "subject": "I want to relocate and send you a meter reading",
  "bodyPlain": "Sehr geehrter Kundenservice,\n\nkönnten Sie bitte den beiliegenden Zählerstand meines Zählers in Ihr System eintragen und mir eine Zwischenrechnung zukommen lassen? Außerdem würde ich gerne zu meiner neuen Adresse Hugo-Junkers-Str. 5 in 82031 Grünwald wechseln. Ich ziehe nächsten Donnerstag ein. Können Sie meinen alten Vertrag zum 1. November für mich kündigen?\n\nIch danke Ihnen, Tom",
  "body": "<p>Sehr geehrter Kundenservice,</p><p>k&#246;nnten Sie bitte den beiliegenden Z&#228;hlerstand meines Z&#228;hlers in Ihr System eintragen und mir eine Zwischenrechnung zukommen lassen? Au&#223;erdem w&#252;rde ich gerne zu meiner neuen Adresse Hugo-Junkers-Str. 5 in 82031 Gr&#252;nwald wechseln. Ich ziehe n&#228;chsten Donnerstag ein. K&#246;nnen Sie meinen alten Vertrag zum 1. November f&#252;r mich k&#252;ndigen?</p><p>Ich danke Ihnen, Tom</p>",
  "isEscalated": false,
  "createdAt": "2022-12-13 22:18:06",
  "modifiedAt": null,
  "firstResponseDueBy": "2022-12-14 22:18:06",
  "dueBy": "2022-12-15 22:18:06",
  "closedAt": null,
  "customer": {
    "id": 83771,
    "emailMatches": true,
    "business": false,
    "company": null,
    "firstname": "Tom",
    "lastname": "Mustermann",
    "address": "Hugo-Junkers-Str. 5",
    "phone": 49123456789,
    "email": "tom@mustermann.de",
    "tags": [
      {
        "id": 2,
        "color": "green",
        "name": "VIP"
      }
    ],
    "contracts": [
      {
        "id": 746839,
        "orderId": 123,
        "tenant": null,
        "customerId": 123,
        "signupDate": 1661126400,
        "status": "active",
        "statusCode": 5000,
        "statusCodeTitle": "active",
        "energy": "electricity",
        "energyTypeId": 1,
        "energySubTypeId": 1,
        "email": "johndoe@example.com",
        "firstname": "John",
        "lastname": "Doe",
        "deliveryAddress": "Hugo-Junkers-Str. 5, 82031 Grünwald",
        "iban": "DE89370400440532013000",
        "monthlyDeposit": 53,
        "startDate": 1661990400,
        "endDate": null,
        "consumption": 3477,
        "counterNumber": "1ESY1160669167",
        "productId": 1,
        "productName": "Flex 24",
        "productCode": "flx_24",
        "campaignId": 1,
        "salesChannelId": 1,
        "unpaidDebt": 109.21,
        "vatRate": 0.09,
        "basePrice": 0.09,
        "workingPrice": 0.09,
        "billingAddress": "Rechnungssstraße 24, 10587 Berlin",
        "business": false,
        "phone": 491721041689,
        "gridOperatorName": "E.ON Bayern AG",
        "gridOperatorCode": 1000000000000,
        "registers": [
          {}
        ],
        "erpUrls": [
          {
            "url": "https://erp-system.com/contract/123",
            "logo": "powercloud"
          }
        ],
        "rawData": null,
        "agentPreview": [
          {
            "label": "Tarif",
            "value": "Flex 24",
            "tooltip": "AP: 28.5 ct/kWh\nGP: 149.88 €/Jahr",
            "url": "https://erp.example.com/contract/123"
          }
        ],
        "tabPreview": {
          "color": "green",
          "icon": "electricity"
        }
      }
    ],
    "additionalData": {}
  },
  "customerId": "83771",
  "contractId": "746839",
  "partnerId": 123,
  "customerLegitimation": 30,
  "responderId": null,
  "agentId": null,
  "agent": {
    "id": 1,
    "firstName": "Max",
    "lastName": "Mustermann",
    "email": "demo@enneo.dev",
    "phone": "+49 123 456789",
    "lastSeen": "2022-08-12 12:21:21",
    "type": "enneo",
    "isSsoOnly": false,
    "lang": "de"
  },
  "assignedAgentIds": [
    123
  ],
  "assignedAgents": [
    {
      "id": 1,
      "firstName": "Max",
      "lastName": "Mustermann",
      "email": "demo@enneo.dev",
      "phone": "+49 123 456789",
      "lastSeen": "2022-08-12 12:21:21",
      "type": "enneo",
      "isSsoOnly": false,
      "lang": "de"
    }
  ],
  "workedOnByIds": [
    123
  ],
  "workedOnBy": [
    {
      "id": 1,
      "firstName": "Max",
      "lastName": "Mustermann",
      "email": "demo@enneo.dev",
      "phone": "+49 123 456789",
      "lastSeen": "2022-08-12 12:21:21",
      "type": "enneo",
      "isSsoOnly": false,
      "lang": "de"
    }
  ],
  "attachments": [
    {
      "id": "103013960646,",
      "url": "https://storage.googleapis.com/enneo-attachments-public/a1/103013960646-4b1aa775/IMG_20230301_192712.jpg",
      "name": "IMG_20230301_192712.jpg",
      "size": 2292952,
      "width": 3120,
      "height": 4160,
      "inline": false,
      "fileEnding": "jpg",
      "contentType": "image/jpeg",
      "originalUrl": "https://s3.eu-central-1.amazonaws.com/euc-cdn.freshdesk.com/data/helpdesk/attachments/production/103013960646/original/IMG_20230301_192712.jpg?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Credential=AKIAS6FNSMY2XLZULJPI%2F20230315%2Feu-central-1%2Fs3%2Faws4_request&X-Amz-Date=20230315T135902Z&X-Amz-Expires=300&X-Amz-SignedHeaders=host&X-Amz-Signature=863f16c0b29b34cde3331ef76954db3f9605d8187cfd042b11d623ea988b9e0d",
      "extractedData": null,
      "extractionStatus": "success",
      "extractionData": {
        "confidence": 0.815,
        "meterValue": 87870.5
      }
    }
  ],
  "additionalData": null,
  "template": "<string>",
  "tags": [
    {
      "id": 123,
      "name": "Complaint",
      "fullName": "Second Level: Complaint",
      "parent": 6,
      "reference": "ticket",
      "type": "skill",
      "visibility": "public",
      "color": "grey",
      "properties": {},
      "complexity": "moderate",
      "sla": 8,
      "priority": "do-not-change",
      "channels": [
        "email",
        "chat"
      ],
      "subchannels": [
        2,
        4
      ],
      "detectionDetails": {},
      "assignment": [
        "assignBySubchannel",
        "assignByCustomLogic"
      ],
      "testCase": {},
      "modifiedBy": "John Doe",
      "modifiedAt": "2024-08-29 14:38:12"
    }
  ],
  "agentSkillsMatch": true
}

Authorizations

​
connect.sid
string
cookie
required

Cookie-based authentication

Query Parameters

​
process
enum<string>
default:
batch

realtime = immediately run the AI logic synchronously; batch = process the AI asyncronously; false = not run pre-run AI agents. AI will be run on first user view;

Available options:
realtime,
batch,
false

Body

application/json
Ticket object to create
​
from
string | null

For new tickets, the email/id of the requester, typically the customer name

​
fromName
string | null

For new Tickets: The original requester, typically the customer name For outgoing emails: The name of the sender, typically the name of the mailbox (null value). If provided, the name is used, e.g. if an agent wants to send a personalized mail in his own name.

​
subchannelId
integer | null

The ID of the subchannel (=mailbox) from which the ticket should be sent. The list of subchannels is available through the /settings/subchannel endpoint

​
to
string[]

For new tickets: Optional, to which mailbox this was sent to. For outgoing emails: The email of the customer that the email should be sent to

​
cc
string[]

For new tickets: Optional, to which mailbox this was sent to in cc. For outgoing emails: The cc emails that the email should be sent to

​
bcc
string[]

Only for outgoing emails: The bcc emails that the email should be sent to

​
priority
enum<string>

Priority of ticket

Available options:
low,
medium,
high,
urgent
​
channel
enum<string>

Channel of ticket

Available options:
email,
portal,
phone,
letter,
system,
chat,
walkIn
​
status
enum<string>

Status of ticket

Available options:
open,
pending,
resolved,
closed,
waitingOnCustomer,
waitingOnThirdParty
​
subject
string
​
body
string

Can be either HTML (preferred if available) or plaintext

​
createdAt
string
​
firstResponseDueBy
string
​
dueBy
string
​
attachments
object[]
​
tags
integer[]
​
contractId
integer | null

If available, a contract id that was already identified for this ticket. If not set, enneo will attempt to auto-detect the contract

​
externalTicketId
integer | null

If available, the unique identifier of a third-party ticketing system can be stored in enneo

​
rawData
object | null

Any raw source data from the originating system in the proprietary format. Any data passed here is stored for later use via API or user defined functions.

​
templateId
integer | null

If available, a template id to be rendered into ticket body using data provided in templateData parameter.

​
templateData
object | null

Data to be used while rendering template into ticket body.

Response

200
application/json
Successful operation

A ticket, e.g. an email conversation, call or chat conversation. When fullData=false, some fields (body, bodyPlain, attachments, etc.) will be omitted.

​
id
integer
​
from

Sender of email. Used when channel is not call. Null is channel=system

​
fromName
string | null

Provided when customer's request included a Name, e.g. 'Tom Mustermann tom@mm.com' for an email or during the chat bot initialization. Null when not set

​
to

Recipent of request. Can be an array of email addresses, but also a phone number or chat group name depending on channel

E-Mail address, used when channel is email,portal,chat

​
ccEmails
string[]

Any emails in CC. Used when channel=email, otherwise empty array

​
replyCcEmails
string[]

Any emails in CC for a reply. Used when channel=email, otherwise empty array

​
subchannelId
integer | null

ID of the subchannel

​
sentiment
string | null

AI-detected sentiment

​
language
string | null

Detected language name

​
languageCode
string | null

Detected language code

​
autoExecuteAt
string | null

When the ticket should be auto-executed

​
aiSupportLevel
enum<string>

Level of AI support for this ticket

Available options:
unprocessed,
human,
bot,
automated
​
isCustomerActive
boolean

Whether the customer is currently active

​
interface
enum<string>

Name of the ticketing system interface

Available options:
internal,
Freshdesk,
api
​
priority
enum<string>

Priority of ticket

Available options:
low,
medium,
high,
urgent
​
channel
enum<string>

Channel of ticket

Available options:
email,
portal,
phone,
letter,
system,
chat,
walkIn
​
channelId
string | null

Unique ID of chat conversation. Used when channel=chat

​
status
enum<string>

Status of ticket

Available options:
open,
pending,
resolved,
closed,
waitingOnCustomer,
waitingOnThirdParty
​
summary
string

Summary of request

​
subject
string

Subject of email

​
bodyPlain
string

Body of request in plain text form (no HTML)

​
body
string

Body of request in originial form (incl. HTML)

​
isEscalated
boolean
​
createdAt
string
​
modifiedAt
string | null

Last change of this ticket

​
firstResponseDueBy
string | null

Latest date by when this ticket should be responded to, but not necessarily solved

​
dueBy
string | null

Latest date by when this ticket should be resolved

​
closedAt
string | null

Date when this ticket was closed/resolved

​
customer
object | null
​
customerId
integer | null

Associated primary customer id of that ticket. Null if not detected by AI or not set by user

​
contractId
integer | null

Associated primary contract id of that ticket. Null if not detected by AI or not set by user

​
partnerId
integer | null

Associated partner id of that ticket. Null if not detected by AI or not set by user

​
customerLegitimation
integer

Customer legitimation score:

  • 0 = No customer identified or no contract associated
  • 10 = Default confidence for email/portal/chat channels when no other criteria match
  • 12 = Email not found in ERP system
  • 13 = Matching contract/customer ID and lastname found in message
  • 15 = Matching contract and customer ID found in message
  • 20 = High confidence cases:
    • System channel or outgoing/internal messages
    • Sender email matches contract/customer email
    • For letters: address matches customer/contract address
  • 30 = Manually confirmed by agent or AI during chat
  • 40+ = Custom level that will be set by agent/chatbot for more strict customer verification
​
responderId
integer | null

User ID of agent that authored the latest response to this ticket.

​
agentId
integer | null

Agent ID associated to this ticket (if any).

​
agent
object
​
assignedAgentIds
integer[]

Array of agent IDs that are assigned to this ticket

Agent ID

​
assignedAgents
object[]

Array of agents that are assigned to this ticket

​
workedOnByIds
integer[]

Array of agent IDs that worked on this ticket in last hour

Agent ID

​
workedOnBy
object[]

Array of agent IDs that worked on this ticket in last hour

​
attachments
object[]
​
additionalData
object | null

Client-specific data objects can be included here

​
template
string

Generic template (independent on intent)

​
tags
object[]

Tags loaded from intents

Tag object

​
agentSkillsMatch
boolean

If false, the agent doesn't have the skills to handle the ticket

Get a list of ticketsUpdate a few tickets at once