Create a ticket

POST

ticket

Create a ticket

curl --request POST \
  --url https://demo.enneo.ai/api/mind/ticket \
  --header 'Authorization: Bearer <token>' \
  --header 'Content-Type: application/json' \
  --data '
{
  "from": "[email protected]",
  "fromName": null,
  "subchannelId": 2,
  "to": [
    "[email protected]"
  ],
  "cc": [
    "[email protected]"
  ],
  "bcc": [
    "[email protected]"
  ],
  "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,
  "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"
  },
  "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"
    }
  ],
  "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"
    }
  ],
  "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": {}
}

Authorizations

Authorization

string

header

required

JWT-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<email> | 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.

Example:

null

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

Example:

2

string<email>[]

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

string<email>[]

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<email>[]

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

Example:

"low"

channel

enum<string>

Channel of ticket

Available options:

email,

portal,

phone,

letter,

system,

chat,

walkIn

Example:

"email"

status

enum<string>

Status of ticket

Available options:

open,

pending,

closed

Example:

"open"

subject

string

Example:

"Ticket subject"

body

string

Can be either HTML (preferred if available) or plaintext

Example:

"Ticket body"

createdAt

string<DateTime>

Example:

"2021-01-01 00:00:00"

firstResponseDueBy

string<DateTime>

Example:

"2021-01-02 00:00:00"

dueBy

string<DateTime>

Example:

"2021-01-07 00:00:00"

attachments

object[]

Option 1
Option 2

Show child attributes

attachments.name

string

required

Example:

"myattachment1.png"

attachments.url

string<uri>

required

Example:

"https://my-server.com/my-image.png"

Response

Successful operation

A ticket, e.g. an email conversation, call or chat conversation.

⚠️ Response format varies by endpoint:

POST /ticket/search: Returns compact format (excludes: body, bodyPlain, bodyClean, attachments, template, workitem)
GET /ticket/{id}: Returns full ticket data with all fields

integer

Example:

376189

direction

enum<string>

Direction of the ticket

Available options:

in,

out,

internal

Example:

"in"

from

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

Example:

"[email protected]"

fromName

string | null

Provided when customer's request included a Name, e.g. 'Tom Mustermann [email protected]' for an email or during the chat bot initialization. Null when not set

Example:

"Tom Mustermann"

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<email>[]

deprecated

⚠️ DEPRECATED: Use replyRecipients.cc instead. Any emails in CC. Used when channel=email, otherwise empty array

bccEmails

string<email>[]

deprecated

⚠️ DEPRECATED: Use replyRecipients.bcc instead. Any emails in BCC. Used when channel=email, otherwise empty array

replyCcEmails

string<email>[]

deprecated

⚠️ DEPRECATED: Use replyRecipients.cc instead. Any emails in CC for a reply. Used when channel=email, otherwise empty array

replyRecipients

object

Recommended recipients for replying to this ticket. Calculated based on channel, direction, latest conversation, and ERP data. Returns null for system tickets (cannot be replied to).

Show child attributes

replyRecipients.to

string[]

Primary recipients (email addresses or postal addresses depending on channel)

Example:

["[email protected]"]

replyRecipients.cc

string[]

CC recipients (email addresses only)

Example:

["[email protected]"]

replyRecipients.bcc

string[]

BCC recipients (email addresses only)

Example:

[]

Example:

{
  "to": ["[email protected]"],
  "cc": ["[email protected]"],
  "bcc": []
}

subchannelId

integer | null

ID of the subchannel

externalTicketId

string | null

Unique identifier from an external ticketing system.

Can be provided when creating a ticket via POST /ticket to prevent duplicates. If a ticket with this externalTicketId already exists, it will be updated instead of creating a new one.

Example:

"EXT-12345"

sentiment

string | null

AI-detected sentiment

Example:

"positive"

language

string | null

Detected language name

Example:

"English"

languageCode

string | null

Detected language code

Example:

"en"

autoExecuteAt

string<date-time> | 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

Example:

"internal"

priority

enum<string>

Priority of ticket

Available options:

low,

medium,

high,

urgent

Example:

"low"

channel

enum<string>

Channel of ticket

Available options:

email,

portal,

phone,

letter,

system,

chat,

walkIn

Example:

"email"

channelId

string | null

Unique ID of chat conversation. Used when channel=chat

Example:

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

status

enum<string>

Status of ticket

Available options:

open,

pending,

closed

Example:

"open"

summary

string

Summary of request

Example:

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

subject

string

Subject of email

Example:

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

bodyPlain

string | null

Body of request in plain text form (no HTML).

⚠️ Only included in GET /ticket/{id}, NOT in POST /ticket/search responses. May be null if ticket has no body content.

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"

body

string | null

Body of request in originial form (incl. HTML).

⚠️ Only included in GET /ticket/{id}, NOT in POST /ticket/search responses. May be null if ticket has no body content.

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"

bodyClean

string | null

Version of body without any footers, signatures or other non-relevant content. Used as input for AI models.

⚠️ Only included in GET /ticket/{id}, NOT in POST /ticket/search responses. May be null if ticket has no body content.

Example:

"Sehr geehrter Kundenservice, könnten Sie bitte den beiliegenden Zählerstand meines Zählers in Ihr System eintragen und mir eine Zwischenrechnung zukommen lassen?"

isEscalated

boolean

Example:

false

createdAt

string<DateTime>

Example:

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

modifiedAt

string<DateTime> | null

Last change of this ticket

Example:

null

firstResponseDueBy

string<DateTime> | null

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

Example:

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

dueBy

string<DateTime> | null

Latest date by when this ticket should be resolved

Example:

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

closedAt

string<DateTime> | null

Date when this ticket was closed/resolved

Example:

null

customer

object

Customer information associated with this ticket.

⚠️ Format varies by endpoint:

POST /ticket/search: Compact format with limited properties
GET /ticket/{id}: Full Customer object with all properties

Show child attributes

customer.id

integer

Example:

83771

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

customer.business

boolean

Example:

false

customer.company

string | null

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

Example:

null

customer.firstname

string

Example:

"Tom"

customer.lastname

string

Example:

"Mustermann"

customer.address

string

Example:

"Hugo-Junkers-Str. 5"

customer.phone

string

Example:

49123456789

customer.email

string<email>

Example:

"[email protected]"

customer.tags

object[]

Show child attributes

customer.tags.id

integer

Example:

2

customer.tags.color

enum<string>

Available options:

green,

yellow,

red,

blue,

grey

Example:

"green"

customer.tags.name

string

Example:

"VIP"

customer.contracts

object[]

Contracts that this customer has

Show child attributes

customer.contracts.id

integer

Example:

746839

customer.contracts.orderId

integer

Example:

123

customer.contracts.tenant

string | null

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

Example:

null

customer.contracts.customerId

string

Example:

"123"

Example:

1661126400

customer.contracts.status

string

Example:

"active"

customer.contracts.statusCode

integer

Example:

5000

customer.contracts.statusCodeTitle

string

Example:

"active"

customer.contracts.energy

string

Example:

"electricity"

customer.contracts.energyTypeId

integer

Example:

1

customer.contracts.energySubTypeId

integer

Example:

1

customer.contracts.email

string

Example:

"[email protected]"

customer.contracts.firstname

string

Example:

"John"

customer.contracts.lastname

string

Example:

"Doe"

customer.contracts.deliveryAddress

string

Address where the electricity/gas is being delivered to

Example:

"Hugo-Junkers-Str. 5, 82031 Grünwald"

customer.contracts.iban

string | null

Example:

"DE89370400440532013000"

customer.contracts.monthlyDeposit

number<integer> | null

Example:

53

customer.contracts.startDate

string<date> | null

Example:

1661990400

customer.contracts.endDate

string | null

Example:

null

customer.contracts.consumption

integer | null

Example:

3477

customer.contracts.counterNumber

string | null

Example:

"1ESY1160669167"

customer.contracts.productId

integer | null

Example:

1

customer.contracts.productName

string | null

Example:

"Flex 24"

customer.contracts.productCode

string | null

Example:

"flx_24"

customer.contracts.campaignId

integer | null

Example:

1

customer.contracts.salesChannelId

integer | null

Example:

1

customer.contracts.unpaidDebt

number<float> | null

Example:

109.21

customer.contracts.vatRate

number<float> | null

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

Example:

0.09

customer.contracts.basePrice

number<float> | null

Example:

0.09

customer.contracts.workingPrice

number<float> | null

Example:

0.09

customer.contracts.billingAddress

string | null

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

Example:

"Rechnungssstraße 24, 10587 Berlin"

customer.contracts.business

boolean | null

Example:

false

customer.contracts.phone

string | null

Example:

491721041689

customer.contracts.gridOperatorName

string | null

Example:

"E.ON Bayern AG"

customer.contracts.gridOperatorCode

string | null

Example:

1000000000000

customer.contracts.registers

object[] | null

customer.contracts.erpUrls

object[] | null

Show child attributes

customer.contracts.erpUrls.url

string

Example:

"https://erp-system.com/contract/123"

customer.contracts.erpUrls.logo

enum<string>

Logo the FE should show when processing an URL of this type

Available options:

powercloud,

lynqtech,

sap

Example:

"powercloud"

customer.contracts.rawData

object

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

Example:

null

customer.contracts.agentPreview

object[]

Preview information shown to agents in the UI

Show child attributes

customer.contracts.agentPreview.label

string

Label text shown to the agent

Example:

"Tarif"

customer.contracts.agentPreview.value

string

Value text shown to the agent

Example:

"Flex 24"

Optional tooltip shown on hover

Example:

"AP: 28.5 ct/kWh\nGP: 149.88 €/Jahr"

customer.contracts.agentPreview.url

string | null

Optional URL that opens when clicking the preview item

Example:

"https://erp.example.com/contract/123"

customer.contracts.tabPreview

object

Preview information shown in contract tabs

Show child attributes

customer.contracts.tabPreview.color

enum<string>

Color indicator for contract status

Available options:

blue,

green,

red,

grey,

yellow,

purple,

orange,

teal

Example:

"green"

customer.contracts.tabPreview.icon

enum<string>

Icon shown in the tab

Available options:

electricity,

gas,

other

Example:

"electricity"

customer.additionalData

object

Client-specific data objects can be included here

customerId

string | null

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

Example:

"123"

contractId

string | null

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

Example:

"746839"

partnerId

integer | null

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

Example:

123

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

customerLegitimationMessage

string | null

Human-readable message explaining the customer legitimation status. Only provided when customerLegitimation is between 10 and 19.

Example:

"Customer could not be confirmed"

responderId

integer | null

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

Example:

null

agentId

integer | null

Agent ID associated to this ticket (if any).

Example:

null

agent

object

Agent profile associated to this ticket. Null if no agent is assigned.

Show child attributes

agent.id

integer

User ID

Example:

1

agent.firstName

string

First name

Example:

"Max"

agent.lastName

string

Last name

Example:

"Mustermann"

agent.email

string

Email address (read only)

Example:

"[email protected]"

agent.phone

string

Phone number

Example:

"+49 123 456789"

agent.lastSeen

string<DateTime>

The last time the user was seen (read only)

Example:

"2022-08-12 12:21:21"

agent.type

string

The type of the user

Example:

"enneo"

agent.isSsoOnly

enum<integer>

If 1, the user can only login via SSO. If 0, the user can login with password or SSO

Available options:

0,

1

Example:

0

agent.lang

string

The language of the user

Example:

"de"

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

Show child attributes

assignedAgents.id

integer

User ID

Example:

1

assignedAgents.firstName

string

First name

Example:

"Max"

assignedAgents.lastName

string

Last name

Example:

"Mustermann"

assignedAgents.email

string

Email address (read only)

Example:

"[email protected]"

assignedAgents.phone

string

Phone number

Example:

"+49 123 456789"

assignedAgents.lastSeen

string<DateTime>

The last time the user was seen (read only)

Example:

"2022-08-12 12:21:21"

assignedAgents.type

string

The type of the user

Example:

"enneo"

assignedAgents.isSsoOnly

enum<integer>

If 1, the user can only login via SSO. If 0, the user can login with password or SSO

Available options:

0,

1

Example:

0

assignedAgents.lang

string

The language of the user

Example:

"de"

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

Show child attributes

workedOnBy.id

integer

User ID

Example:

1

workedOnBy.firstName

string

First name

Example:

"Max"

workedOnBy.lastName

string

Last name

Example:

"Mustermann"

workedOnBy.email

string

Email address (read only)

Example:

"[email protected]"

workedOnBy.phone

string

Phone number

Example:

"+49 123 456789"

workedOnBy.lastSeen

string<DateTime>

The last time the user was seen (read only)

Example:

"2022-08-12 12:21:21"

workedOnBy.type

string

The type of the user

Example:

"enneo"

workedOnBy.isSsoOnly

enum<integer>

If 1, the user can only login via SSO. If 0, the user can login with password or SSO

Available options:

0,

1

Example:

0

workedOnBy.lang

string

The language of the user

Example:

"de"

attachments

object[]

Attachments associated with this ticket (filtered: non-inline attachments or PDFs only).

⚠️ Only included in GET /ticket/{id}, NOT in POST /ticket/search responses.

Show child attributes

attachments.id

integer

id of attachment

Example:

103013960646

attachments.url

string<uri>

Example:

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

attachments.name

string

Example:

"reading_w23po_107647890574i49994_(1).pdf"

attachments.size

integer

size of attachment in bytes.

Example:

721592

attachments.width

integer

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

Example:

3120

attachments.height

integer

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

Example:

4160

attachments.inline

boolean

true if attachment is an inline image

Example:

false

attachments.fileEnding

string

file ending of attachment

Example:

"pdf"

attachments.contentType

string

content type of attachment

Example:

"application/pdf"

attachments.originalUrl

string<uri>

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

Example:

"https://storage.example.com/attachments/reading_w23po_107647890574i49994_(1).pdf"

attachments.extractedData

object

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

attachments.extractionStatus

string

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

Example:

"notStarted"

attachments.extractionData

object

Data extracted from the attachment by meterReadingMicroservice

Example:

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

additionalData

object

Client-specific data objects can be included here

Example:

null

template

string | null

Generic email template with placeholders like "Hello {{customer.firstname}}, %MESSAGE%, Best regards {{agent.firstName}}".

⚠️ Only included in GET /ticket/{id}, NOT in POST /ticket/search responses. May be null if no template is configured for this subchannel.

Example:

"Hallo {{customer.firstname}},%MESSAGE%Viele Grüße, {{agent.firstName}}"

tags

object[]

Tags loaded from intents

Show child attributes

tags.id

integer | null

Internal id, e.g. 123

Example:

123

tags.name

string

e.g. "Complaint"

Example:

"Complaint"

tags.fullName

string

The full name when not shown in a tree

Example:

"Second Level: Complaint"

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

tags.reference

enum<string>

To what this tag can be assigned to

Available options:

ticket,

contract,

customer

Example:

"ticket"

tags.type

enum<string>

Type of the tag

Available options:

skill,

product,

brand,

customerProperty,

contractProperty,

other

Example:

"skill"

tags.visibility

enum<string>

default:public

Visibility of the tag

Available options:

public,

private,

disabled

Example:

"public"

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"

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:

[]

tags.complexity

string

The complexity of the tag

Example:

"moderate"

tags.sla

number<float> | 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

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"

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"]

tags.subchannels

number<int>[] | 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]

tags.detectionDetails

object

Details how the AI agent is detected

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"]

tags.testCase

object

Test case for the tag

tags.modifiedBy

string

The user that last modified the tag

Example:

"John Doe"

tags.modifiedAt

string<DateTime>

The date and time when the tag was last modified

Example:

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

tagIds

integer[]

List of tag IDs. When updating, replaces all existing tags. Cannot be used together with addTagIds/removeTagIds

Example:

[62, 61]

agentSkillsMatch

boolean

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

Example:

true

intents

object[]

AI-detected intents for this ticket.

⚠️ Format varies by endpoint:

POST /ticket/search: Only {id, aiAgentId, name, confidenceColor, infos} properties are included
GET /ticket/{id}: Full Intent objects with all properties

Show child attributes

intents.id

integer

Internal ID of intent

Example:

1211221

intents.code

string

Intent model code that resolves a specific issue. Currently supported is process_meter_reading, process_bank_data and process_installment_change

Example:

"process_meter_reading"

intents.name

string

User-readable name of intent as defined by client

Example:

"Process a meter reading"

intents.contractId

string

Example:

"746839"

intents.confidence

number<float>

Confidence how certain the AI is that this is correct. 0.95 means for example 95% certain. Defaults to 100% when verified by human.

Example:

0.95

intents.confidenceColor

enum<string>

A color indication of an intent showing the user how much user interaction is needed. 'success' indicates the AI is ready to execute, all other codes require user interaction first

Available options:

success,

neutral,

warning,

danger

Example:

"warning"

intents.verified

boolean

True if intent has been verified by human

Example:

false

intents.context

object

Intent-specific additional data to be shown to the user so he has relevant information about the intent. Data type varies by intent code

intents.messagePreview

string | null

A preview of the response a customer would receive when executing this intent. Not always available, e.g. when the respond depends on user-input

Example:

"We have successfully processed your meter reading"

intents.recipient

string

Example:

"[email protected]"

intents.tags

enum<string>

Tags to show to the user. prePopulated means that all properties are already pre-filled by the AI and the user can just insert the template to the body. adaptionNeeded is the opposite, and means the user still needs to modify the text. writesToErp means that upon execution of the intent a write is done to the ERP system, like a insertion of a meter reading or the creation of a bill.

Available options:

prePopulated,

adaptionNeeded,

writesToErp

intents.data

object

Intent-specific data object showing all the data that was extracted from the ticket in a structured form. Data type varies by intent code

intents.options

object[]

Different options that the user is given. Every option is a new button in the UI

Show child attributes

intents.options.type

string

intents.options.name

string

intents.options.icon

string

intents.options.recommended

boolean

intents.options.order

integer

Buttons ordered from lowest (shown first) to highest (shown last)

Example:

[
  {
    "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
  }
]

intents.infos

object[]

Show child attributes

intents.infos.type

enum<string>

Available options:

success,

neutral,

warning,

danger

Example:

"warning"

intents.infos.message

string

Example:

"Reading is plausible"

intents.infos.extraInfo

string | null

Extra-Information shown in tooltip. Info-Icon only shown if not null

Example:

"Expected reading was 421 kWh. Plausbible because difference to 317 kWh is below threshold of 200 kWh"

intents.extraInfo

string | null

Extra-Information shown in tooltip. Info-Icon only shown if not null

Example:

null

intents.outcome

object

Shows the outcome (if the intent was already executed)

Show child attributes

intents.outcome.aiAgentId

integer<int32>

ID of the AI agent that was executed

Example:

1

intents.outcome.success

boolean

Example:

true

intents.outcome.messageLocalized

string

Human-readable message, usually from the backend system. Already localized.

Example:

"Powercloud accepted meter reading"

intents.outcome.internalData

object

Technical output for debugging purposes

Example:

{
  "requestEndpoint": "saveReadingByContractId",
  "requestParams": "readingValue=21;date=2022-12-31"
}

intents.outcome.executedAt

string<DateTime>

Date and time when intent was executed

Example:

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

intents.outcome.userId

integer

User ID of user that triggered the intent. 0 for system user

Example:

1

intents.outcome.sent

boolean

Was the email / chat message / etc. described in this object successfully sent?

intents.outcome.ticketClosed

boolean

Was the ticket closed?

Example:

true

intents.outcome.recipient

string

Example:

"[email protected]"

intents.outcome.message

string | null

Example:

"We successfully processed your meter reading of 21 kWh dated Dec 31, 2022"

intents.outcome.template

string | null

Example:

"Dear John,%MESSAGE%Mike from your service team"

intents.outcome.sources

object[]

Any sources that were used to create the result

Show child attributes

intents.outcome.sources.type

enum<string>

The type of source used. ticket = A similar ticket existed and that response was used as a basis knowledgeSource = An external knowledge source was used, usually a company Wiki or FAQ template = A predefined text template could be applied languageModel = If the AI model did not use anything end created the answer by itself

Available options:

ticket,

knowledgeSource,

template,

languageModel

Example:

"knowledgeSource"

intents.outcome.sources.id

integer | null

Reference to the entry id, e.g. ticketId (if type=ticket)

Example:

376189

intents.outcome.sources.name

string

Name of reference (e.g. FAQ title or ticket title)

Example:

"Opening hours"

intents.outcome.sources.url

string | null

URL to associated source. null for sources with internal ids (tickets and templates) or if non-existant (language model source)

Example:

"https://company.com/faq/376189"

intents.outcome.sources.text

string

Full text that was used as source

Example:

"Our service hours are from 8am to 5pm. We are closed on weekends. [...]"

intents.outcome.txId

string

Unique transaction id. Corresponds to a log entry in enneo

Example:

"c916167c94"

rawData

object

Raw source data from the originating system in its proprietary format.

Only included if explicitly requested via includeRawData=true query parameter.

Example:

null

workitem

object

Additional metadata for system-generated tickets (channel=system). Used internally for automated processes.

⚠️ Only included in GET /ticket/{id} AND only when channel=system. Returns null for all other tickets.

Update a few tickets at onceUpdate a few tickets at once

⌘I

Create a ticket

curl --request POST \
  --url https://demo.enneo.ai/api/mind/ticket \
  --header 'Authorization: Bearer <token>' \
  --header 'Content-Type: application/json' \
  --data '
{
  "from": "[email protected]",
  "fromName": null,
  "subchannelId": 2,
  "to": [
    "[email protected]"
  ],
  "cc": [
    "[email protected]"
  ],
  "bcc": [
    "[email protected]"
  ],
  "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,
  "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"
  },
  "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"
    }
  ],
  "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"
    }
  ],
  "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": {}
}

Ticket

Conversation

Intent

AiAgent

AI Tools

AI Quality Check

Template

Profile

Team

Settings

Tag

Role

Customer

Contract

Wiki knowledge source

Wiki knowledge source structure

Partner

Event

Export

Report

Health

General

Storage

Cache

Executor Sandbox

Telephony

Debugging for AI Microservice Cortex

Authorizations

Query Parameters

Body

Response