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POST
/
ticket
/
search
Get a list of tickets
curl --request POST \
  --url https://demo.enneo.ai/api/mind/ticket/search \
  --header 'Authorization: Bearer <token>' \
  --header 'Content-Type: application/json' \
  --data '
{
  "limit": 100,
  "offset": 0,
  "orderByField": "t.id",
  "orderByDirection": "asc",
  "filters": [
    {
      "key": "channel",
      "comparator": "in",
      "values": [
        "email"
      ],
      "value": 1609459200,
      "from": 1609459200,
      "to": 1612051200
    }
  ]
}
'
{
  "tickets": [
    {
      "id": 376189,
      "direction": "in",
      "from": "[email protected]",
      "fromName": "Tom Mustermann",
      "to": [
        "[email protected]"
      ],
      "ccEmails": [
        "[email protected]"
      ],
      "bccEmails": [
        "[email protected]"
      ],
      "replyCcEmails": [
        "[email protected]"
      ],
      "replyRecipients": {
        "to": [
          "[email protected]"
        ],
        "cc": [
          "[email protected]"
        ],
        "bcc": []
      },
      "subchannelId": 123,
      "externalTicketId": "EXT-12345",
      "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>",
      "bodyClean": "Sehr geehrter Kundenservice, könnten Sie bitte den beiliegenden Zählerstand meines Zählers in Ihr System eintragen und mir eine Zwischenrechnung zukommen lassen?",
      "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": "[email protected]",
        "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": "[email protected]",
            "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": "123",
      "contractId": "746839",
      "partnerId": 123,
      "customerLegitimation": 30,
      "customerLegitimationMessage": "Customer could not be confirmed",
      "responderId": null,
      "agentId": null,
      "agent": {
        "id": 1,
        "firstName": "Max",
        "lastName": "Mustermann",
        "email": "[email protected]",
        "phone": "+49 123 456789",
        "lastSeen": "2022-08-12 12:21:21",
        "type": "enneo",
        "isSsoOnly": 0,
        "lang": "de",
        "nameAlias": "Johnny",
        "externalId": "EMP-12345"
      },
      "assignedAgentIds": [
        123
      ],
      "assignedAgents": [
        {
          "id": 1,
          "firstName": "Max",
          "lastName": "Mustermann",
          "email": "[email protected]",
          "phone": "+49 123 456789",
          "lastSeen": "2022-08-12 12:21:21",
          "type": "enneo",
          "isSsoOnly": 0,
          "lang": "de",
          "nameAlias": "Johnny",
          "externalId": "EMP-12345"
        }
      ],
      "workedOnByIds": [
        123
      ],
      "workedOnBy": [
        {
          "id": 1,
          "firstName": "Max",
          "lastName": "Mustermann",
          "email": "[email protected]",
          "phone": "+49 123 456789",
          "lastSeen": "2022-08-12 12:21:21",
          "type": "enneo",
          "isSsoOnly": 0,
          "lang": "de",
          "nameAlias": "Johnny",
          "externalId": "EMP-12345"
        }
      ],
      "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://storage.example.com/attachments/IMG_20230301_192712.jpg",
          "extractedData": null,
          "extractionStatus": "success",
          "extractionData": {
            "confidence": 0.815,
            "meterValue": 87870.5
          }
        }
      ],
      "additionalData": null,
      "template": "<p>Hallo {{customer.firstname}},</p><p>%MESSAGE%</p><p>Viele Grüße,<br>{{agent.firstName}}</p>",
      "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"
        }
      ],
      "tagIds": [
        62,
        61
      ],
      "agentSkillsMatch": true,
      "intents": [
        {
          "id": 1211221,
          "code": "process_meter_reading",
          "name": "Process a meter reading",
          "contractId": "746839",
          "confidence": 0.95,
          "confidenceColor": "warning",
          "verified": false,
          "context": {},
          "messagePreview": "We have successfully processed your meter reading",
          "recipient": "[email protected]",
          "tags": "prePopulated",
          "data": {},
          "options": [
            {
              "type": "enter_into_system",
              "name": "Eintragen",
              "icon": "check",
              "recommended": true,
              "order": 1
            },
            {
              "type": "ignore",
              "name": "Ignorieren",
              "icon": "cancel",
              "recommended": false,
              "order": 2
            },
            {
              "type": "forward_to_vnb",
              "name": "An VNB verweisen",
              "icon": "questionMark",
              "recommended": false,
              "order": 3
            }
          ],
          "infos": [
            {
              "type": "warning",
              "message": "Reading is plausible",
              "extraInfo": "Expected reading was 421 kWh. Plausbible because difference to 317 kWh is below threshold of 200 kWh"
            }
          ],
          "extraInfo": null,
          "outcome": {
            "aiAgentId": 1,
            "success": true,
            "messageLocalized": "Powercloud accepted meter reading",
            "internalData": {
              "requestEndpoint": "saveReadingByContractId",
              "requestParams": "readingValue=21;date=2022-12-31"
            },
            "executedAt": "2022-12-13 22:18:06",
            "userId": 1,
            "sent": true,
            "ticketClosed": true,
            "recipient": "[email protected]",
            "message": "We successfully processed your meter reading of 21 kWh dated Dec 31, 2022",
            "template": "<p>Dear John,</p><p>%MESSAGE%</p><i>Mike from your service team</i>",
            "sources": [
              {
                "type": "knowledgeSource",
                "id": 376189,
                "name": "Opening hours",
                "url": "https://company.com/faq/376189",
                "text": "Our service hours are from 8am to 5pm. We are closed on weekends. [...]"
              }
            ],
            "txId": "c916167c94"
          }
        }
      ],
      "rawData": null,
      "workitem": {}
    }
  ],
  "total": 21,
  "offset": 0,
  "limit": 100
}

Authorizations

​
Authorization
string
header
required

JWT-based authentication

Body

application/json

Search parameters for tickets

​
limit
integer
default:100

The number of items to return

Erforderlicher Bereich: 1 <= x <= 500
Example:

100

​
offset
integer
default:0

The number of items to skip

Erforderlicher Bereich: x >= 0
Example:

0

​
orderByField
enum<string>
default:t.id

The field to order by t = ticket i = intent tt = ticket_tag

Verfügbare Optionen:
t.id,
t.channel,
t.subchannelId,
t.channelId,
t.direction,
t.status,
t.priority,
t.agentId,
t.customerId,
t.contractId,
t.partnerId,
t.isCustomerActive,
t.aiSupportLevel,
i.aiAgentId,
t.createdAt,
t.modifiedAt,
t.firstResponseDueBy,
t.dueBy,
t.lastMessageAt,
t.lastCustomerMessageAt,
tt.tagId,
t.sentiment,
t.language,
t.languageCode,
t.from
Example:

"t.id"

​
orderByDirection
enum<string>
default:desc

The direction to order by

Verfügbare Optionen:
asc,
desc
Example:

"asc"

​
filters
object[]

An array of objects containing filters

Response

Successful operation

​
tickets
object[]
​
total
integer

Total number of tickets that match the filter

Example:

21

​
offset
integer

Offset used

Example:

0

​
limit
integer

Limit used

Example:

100