Update a ticket

PATCH

ticket

{ticketId}

curl --request PATCH \
  --url https://demo.enneo.ai/api/mind/ticket/{ticketId} \
  --header 'Content-Type: application/json' \
  --data '{
  "contractId": 376189,
  "status": "open",
  "workedOnBy": null,
  "priority": "low",
  "dueBy": 1609502400,
  "firstResponseDueBy": 1609502400,
  "tagIds": [
    1
  ]
}'

{
  "success": true,
  "ticket": {
    "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

required

Cookie-based authentication

Path Parameters

ticketId

integer

required

The id of the ticket

Body

application/json

A JSON object containing changes

contractId

integer | null

The id of the contract to set

Example:

376189

status

enum<string>

Status of ticket

Available options:

open,

pending,

resolved,

closed,

waitingOnCustomer,

waitingOnThirdParty

Example:

"open"

workedOnBy

integer | null

If set to null, flag that the agent has stopped working on this ticket

Example:

null

priority

enum<string>

Priority of ticket

Available options:

low,

medium,

high,

urgent

Example:

"low"

dueBy

string | null

The due date to set

Example:

1609502400

firstResponseDueBy

string | null

The first response due date to set

Example:

1609502400

tagIds

integer[]

An array of tag ids to set

Response

200

application/json

Successful operation

Data format of Enneo success messages

success

boolean

Operation was successful

Example:

true

ticket

object

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

ticket.id

integer

Example:

376189

ticket.from

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

Example:

"tom@gmail.com"

ticket.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

Example:

"Tom Mustermann"

ticket.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

ticket.ccEmails

string[]

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

ticket.replyCcEmails

string[]

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

ticket.subchannelId

integer | null

ID of the subchannel

ticket.sentiment

string | null

AI-detected sentiment

Example:

"positive"

ticket.language

string | null

Detected language name

Example:

"English"

ticket.languageCode

string | null

Detected language code

Example:

"en"

ticket.autoExecuteAt

string | null

When the ticket should be auto-executed

ticket.aiSupportLevel

enum<string>

Level of AI support for this ticket

Available options:

unprocessed,

human,

bot,

automated

ticket.isCustomerActive

boolean

Whether the customer is currently active

ticket.interface

enum<string>

Name of the ticketing system interface

Available options:

internal,

Freshdesk,

api

ticket.priority

enum<string>

Priority of ticket

Available options:

low,

medium,

high,

urgent

Example:

"low"

ticket.channel

enum<string>

Channel of ticket

Available options:

email,

portal,

phone,

letter,

system,

chat,

walkIn

Example:

"email"

ticket.channelId

string | null

Unique ID of chat conversation. Used when channel=chat

Example:

"32291c7e-1cce-4d4c-8269-15e6a6501466"

ticket.status

enum<string>

Status of ticket

Available options:

open,

pending,

resolved,

closed,

waitingOnCustomer,

waitingOnThirdParty

Example:

"open"

ticket.summary

string

Summary of request

Example:

"I want to relocate and send you a meter reading"

ticket.subject

string

Subject of email

Example:

"I want to relocate and send you a meter reading"

ticket.bodyPlain

string

Body of request in plain text form (no HTML)

Example:

"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"

ticket.body

string

Body of request in originial form (incl. HTML)

Example:

"Sehr geehrter Kundenservice,könnten 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?Ich danke Ihnen, Tom"

ticket.isEscalated

boolean

Example:

false

ticket.createdAt

string

Example:

"2022-12-13 22:18:06"

ticket.modifiedAt

string | null

Last change of this ticket

Example:

null

ticket.firstResponseDueBy

string | null

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

Example:

"2022-12-14 22:18:06"

ticket.dueBy

string | null

Latest date by when this ticket should be resolved

Example:

"2022-12-15 22:18:06"

ticket.closedAt

string | null

Date when this ticket was closed/resolved

Example:

null

ticket.customer

object | null

ticket.customer.id

integer

Example:

83771

ticket.customer.emailMatches

boolean | null

If false, the customer sent the email from an account that doesn't match our records. Always returns 'null' when customer is retrieved by customerId and not by ticketId

Example:

true

ticket.customer.business

boolean

Example:

false

ticket.customer.company

string | null

Name of the company. Null when customer is not a business but private

Example:

null

ticket.customer.firstname

string

Example:

"Tom"

ticket.customer.lastname

string

Example:

"Mustermann"

ticket.customer.address

string

Example:

"Hugo-Junkers-Str. 5"

ticket.customer.phone

string

Example:

49123456789

ticket.customer.email

string

Example:

"tom@mustermann.de"

ticket.customer.tags

object[]

ticket.customer.contracts

object[]

Contracts that this customer has

A contract of a customer. Either electricity or gas. IDs match the backend system (powercloud)

ticket.customer.contracts.id

integer

Example:

746839

ticket.customer.contracts.orderId

integer

Example:

123

ticket.customer.contracts.tenant

string | null

If a customer has multiple tenants/brands, this is the tenant name. Currently only used for SAP

Example:

null

ticket.customer.contracts.customerId

integer

Example:

123

Example:

1661126400

ticket.customer.contracts.status

string

Example:

"active"

ticket.customer.contracts.statusCode

integer

Example:

5000

ticket.customer.contracts.statusCodeTitle

string

Example:

"active"

ticket.customer.contracts.energy

string

Example:

"electricity"

ticket.customer.contracts.energyTypeId

integer

Example:

1

ticket.customer.contracts.energySubTypeId

integer

Example:

1

ticket.customer.contracts.email

string

Example:

"johndoe@example.com"

ticket.customer.contracts.firstname

string

Example:

"John"

ticket.customer.contracts.lastname

string

Example:

"Doe"

ticket.customer.contracts.deliveryAddress

string

Address where the electricity/gas is being delivered to

Example:

"Hugo-Junkers-Str. 5, 82031 Grünwald"

ticket.customer.contracts.iban

string | null

Example:

"DE89370400440532013000"

ticket.customer.contracts.monthlyDeposit

number | null

Example:

53

ticket.customer.contracts.startDate

string | null

Example:

1661990400

ticket.customer.contracts.endDate

string | null

Example:

null

ticket.customer.contracts.consumption

integer | null

Example:

3477

ticket.customer.contracts.counterNumber

string | null

Example:

"1ESY1160669167"

ticket.customer.contracts.productId

integer | null

Example:

1

ticket.customer.contracts.productName

string | null

Example:

"Flex 24"

ticket.customer.contracts.productCode

string | null

Example:

"flx_24"

ticket.customer.contracts.campaignId

integer | null

Example:

1

ticket.customer.contracts.salesChannelId

integer | null

Example:

1

ticket.customer.contracts.unpaidDebt

number | null

Example:

109.21

ticket.customer.contracts.vatRate

number | null

VAT Rate, usually 0.19 (=19%) for electricity and 0.07 (=7%) for gas

Example:

0.09

ticket.customer.contracts.basePrice

number | null

Example:

0.09

ticket.customer.contracts.workingPrice

number | null

Example:

0.09

ticket.customer.contracts.billingAddress

string | null

Address where written communication should be sent to. NULL if same as delivery address

Example:

"Rechnungssstraße 24, 10587 Berlin"

ticket.customer.contracts.business

boolean | null

Example:

false

ticket.customer.contracts.phone

string | null

Example:

491721041689

ticket.customer.contracts.gridOperatorName

string | null

Example:

"E.ON Bayern AG"

ticket.customer.contracts.gridOperatorCode

string | null

Example:

1000000000000

ticket.customer.contracts.registers

object[] | null

ticket.customer.contracts.erpUrls

object[] | null

ticket.customer.contracts.rawData

object | null

Raw source data from the originating ERP system in the ERP-proprietary format is included here. Only provided on request.

Example:

null

ticket.customer.contracts.agentPreview

object[]

Preview information shown to agents in the UI

ticket.customer.contracts.tabPreview

object | null

Preview information shown in contract tabs

ticket.customer.additionalData

object

Client-specific data objects can be included here

ticket.customerId

integer | null

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

Example:

"83771"

ticket.contractId

integer | null

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

Example:

"746839"

ticket.partnerId

integer | null

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

Example:

123

ticket.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

Example:

30

ticket.responderId

integer | null

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

Example:

null

ticket.agentId

integer | null

Agent ID associated to this ticket (if any).

Example:

null

ticket.agent

object

ticket.assignedAgentIds

integer[]

Array of agent IDs that are assigned to this ticket

Agent ID

ticket.assignedAgents

object[]

Array of agents that are assigned to this ticket

ticket.workedOnByIds

integer[]

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

Agent ID

ticket.workedOnBy

object[]

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

ticket.attachments

object[]

ticket.attachments.id

integer

id of attachment

Example:

103013960646

ticket.attachments.url

string

Example:

"https://client.enneo.ai/attachments/reading_w23po_107647890574i49994_(1).pdf"

ticket.attachments.name

string

Example:

"reading_w23po_107647890574i49994_(1).pdf"

ticket.attachments.size

integer

size of attachment in bytes.

Example:

721592

ticket.attachments.width

integer

width of image attachment in pixels. Can be ommitted for non-image attachments.

Example:

3120

ticket.attachments.height

integer

height of image attachment in pixels. Can be ommitted for non-image attachments.

Example:

4160

ticket.attachments.inline

boolean

true if attachment is an inline image

Example:

false

ticket.attachments.fileEnding

string

file ending of attachment

Example:

"pdf"

ticket.attachments.contentType

string

content type of attachment

Example:

"application/pdf"

ticket.attachments.originalUrl

string

url of original attachment, most likely contains invalid temporary access token

Example:

"https://s3.eu-central-1.amazonaws.com/euc-cdn.freshdesk.com/data/helpdesk/attachments/production/103013960646/original/reading_w23po_107647890574i49994_(1).pdf?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Credential=AKIAS6FNSMY2XLZULJPI%2F20230315%2Feu-central-1%2Fs3%2Faws4_request&X-Amz-Date=20230315T114000Z&X-Amz-Expires=300&X-Amz-Signature=0c0e8b0c0d0e0f0g0h0i0j0k0l0m0n0o0p0q0r0s0t0u0v0w0x0y0z&X-Amz-SignedHeaders=Host&response-content-disposition=inline%3B%20filename%3D%22reading_w23po_107647890574i49994_(1).pdf%22&response-content-type=application%2Fpdf"

ticket.attachments.extractedData

object

data extracted from the attachment, e.g. a PDF text or a meter reading

ticket.attachments.extractionStatus

string

Status of the current extraction. Valid options: "notStarted", "inProgress", "success", "error"

Example:

"notStarted"

ticket.attachments.extractionData

object

Data extracted from the attachment by meterReadingMicroservice

Example:

{ "confidence": 1, "meterValue": 1234 }

ticket.additionalData

object | null

Client-specific data objects can be included here

Example:

null

ticket.template

string

Generic template (independent on intent)

ticket.tags

object[]

Tags loaded from intents

Tag object

ticket.tags.id

integer | null

Internal id, e.g. 123

Example:

123

ticket.tags.name

string

e.g. "Complaint"

Example:

"Complaint"

ticket.tags.fullName

string

The full name when not shown in a tree

Example:

"Second Level: Complaint"

ticket.tags.parent

integer | null

The id of the parent tag. null if on root level. Can be created to create the tree structure of tags

Example:

6

ticket.tags.reference

enum<string>

To what this tag can be assigned to

Available options:

ticket,

contract,

customer

Example:

"ticket"

ticket.tags.type

enum<string>

Type of the tag

Available options:

skill,

product,

brand,

customerProperty,

contractProperty,

other

Example:

"skill"

ticket.tags.visibility

enum<string>

default:public

Visibility of the tag

Available options:

public,

private,

disabled

Example:

"public"

ticket.tags.color

enum<string>

default:grey

Color of the tag. Default is grey

Available options:

grey,

green,

red,

blue,

yellow,

purple,

orange,

teal

Example:

"grey"

ticket.tags.properties

enum<string>[]

An array of strings that specify special properties. Currently only ['defaultSkill'], if this tag should be assigned if no skill was found

Available options:

defaultSkill

Example:

{}

ticket.tags.complexity

string

The complexity of the tag

Example:

"moderate"

ticket.tags.sla

number | null

SLA in business hours. So if we have business hours from 9-17h, an 8 hour SLA means ticket has to be solved within one day. NULL means no SLA is assigned.

Example:

8

ticket.tags.priority

enum<string>

If set to anything other than do-not-change, then the ticket priority will be set to this value if the tag was assigned (either manually or via AI)

Available options:

do-not-change,

low,

medium,

high

Example:

"do-not-change"

ticket.tags.channels

string[] | null

Channels for which this tag can be detected. If empty or null, then this tag can be assigned to all channels.

Example:

["email", "chat"]

ticket.tags.subchannels

number[] | null

Subchannels (=Mailboxes/Chat channels) for which this tag can be detected. If empty or null, then this tag can be assigned to all subchannels.

Example:

[2, 4]

ticket.tags.detectionDetails

object

Details how the AI agent is detected

ticket.tags.assignment

enum<string>[]

deprecated

Specifies how this tag is being assigned. The details in the assignment are specified in the settings page of the tag. So for example 'assignBySubchannel', 'assignByCustomLogic' means this tag is auto-assigned for certain subchannels, and using a custom logic defined in an executor.

Available options:

assignByChannel,

assignBySubchannel,

assignByTicketProperty,

assignByContractProperty,

assignByCustomerProperty,

assignByCustomLogic,

assignByAI

Example:

["assignBySubchannel", "assignByCustomLogic"]

ticket.tags.testCase

object

Test case for the tag

ticket.tags.modifiedBy

string

The user that last modified the tag

Example:

"John Doe"

ticket.tags.modifiedAt

string

The date and time when the tag was last modified

Example:

"2024-08-29 14:38:12"

ticket.agentSkillsMatch

boolean

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

Example:

true

Zurück

Get ticket variablesGet ticket variables by ticketId

Weiter

curl --request PATCH \
  --url https://demo.enneo.ai/api/mind/ticket/{ticketId} \
  --header 'Content-Type: application/json' \
  --data '{
  "contractId": 376189,
  "status": "open",
  "workedOnBy": null,
  "priority": "low",
  "dueBy": 1609502400,
  "firstResponseDueBy": 1609502400,
  "tagIds": [
    1
  ]
}'

{
  "success": true,
  "ticket": {
    "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
  }
}

ticket

export

customer

intent

aiAgent

aiQualityCheck

intentTemplate

profile

team

reminder

settings

tag

role

contract

survey

health

cron

docs

version

knowledgeSourceStructure

knowledgeSource

partner

pcProxy

webhook

report

deferrer

storage

cache

executor

telephony

cortex

tools

Authorizations

Path Parameters

Body

Response