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GET
/
ticket
/
{ticketId}
Get a ticket (full data)
curl --request GET \
  --url https://demo.enneo.ai/api/mind/ticket/{ticketId} \
  --header 'Authorization: Bearer <token>'
{
  "id": 376189,
  "direction": "in",
  "from": "tom@gmail.com",
  "fromName": "Tom Mustermann",
  "to": [
    "service@energy.com"
  ],
  "ccEmails": [
    "secondlevel@enneo.ai"
  ],
  "bccEmails": [
    "archive@enneo.ai"
  ],
  "replyCcEmails": [
    "jsmith@example.com"
  ],
  "replyRecipients": {
    "to": [
      "customer@example.com"
    ],
    "cc": [
      "manager@example.com"
    ],
    "bcc": []
  },
  "subchannelId": 123,
  "externalTicketId": "EXT-12345",
  "sentiment": "positive",
  "language": "English",
  "languageCode": "en",
  "autoExecuteAt": "2023-11-07T05:31:56Z",
  "spamStatus": "auto_clean",
  "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": "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": "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": "demo@enneo.dev",
    "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": "demo@enneo.dev",
      "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": "demo@enneo.dev",
      "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 Richard,</p>\n\n<p>%MESSAGE%</p>\n\nViele Grüße,\n<br>Dein enneo-Team",
  "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
      ],
      "routingRelevance": true,
      "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",
      "status": "ready",
      "confidence": 0.95,
      "confidenceColor": "warning",
      "verified": false,
      "context": {},
      "messagePreview": "We have successfully processed your meter reading",
      "recipient": "john@smith.com",
      "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": [
        {
          "code": "USER_WARNING",
          "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": "john@smith.com",
        "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": null,
  "prevTicketId": 1,
  "nextTicketId": 3
}

Authorizations

​
Authorization
string
header
required

JWT-based authentication

Path Parameters

​
ticketId
integer
required

The id of the ticket to retrieve

Query Parameters

​
refresh
boolean

Trigger a hard refresh (incl. re-sync of contract from ERP system) before?

​
erpCacheOnly
boolean

If true, only use locally cached ERP data for contract/customer enrichment (no external ERP calls). Useful for bulk fetches where fresh ERP data is not needed.

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
​
id
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:

"tom@gmail.com"

​
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"

​
to

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

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

​
ccEmails
string<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 | null

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).

Example:
{
  "to": ["customer@example.com"],
  "cc": ["manager@example.com"],
  "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
​
spamStatus
enum<string> | null

Spam classification status of the ticket. Primary marker for routing and backlog spam filters.

  • auto_spam / auto_clean / auto_programmatic: Set automatically (headers, Cortex). auto_programmatic = header rule marked programmatic.
  • manual_spam / manual_clean: Set manually via API. Manual statuses are not overwritten by automatic detection.

Spam statuses (auto_spam, auto_programmatic, manual_spam) exclude tickets from routing (ticketScope=skills). Backlog filter: t.spamStatus with in / not in and spam status values (not in includes NULL as not-spam).

Tickets marked as spam are skipped during automatic AI processing. A configured spamDetectionTagIds tag also marks spam at runtime (Ticket::isSpam()), but SQL filters use this column only.

Available options:
auto_spam,
auto_clean,
auto_programmatic,
manual_spam,
manual_clean
Example:

"auto_clean"

​
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:

"<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
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
​
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.

​
assignedAgentIds
integer[]

Array of agent IDs that are assigned to this ticket

Agent ID

​
assignedAgents
object[]

Array of agents that are assigned to this ticket

​
workedOnByIds
integer[]

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

Agent ID

​
workedOnBy
object[]

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

​
attachments
object[]

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

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

​
additionalData
object | null

Client-specific data objects can be included here

Example:

null

​
template
string

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:

"<p>Hallo Richard,</p>\n\n<p>%MESSAGE%</p>\n\nViele Grüße,\n<br>Dein enneo-Team"

​
tags
object[]

Tags loaded from intents

​
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
​
rawData
object | null

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 | null

If a workitem (a.k.a. system dropout or action) is attached to this ticket, the source data is shown here

Example:

null

​
prevTicketId
integer
Example:

1

​
nextTicketId
integer
Example:

3