Skip to main content
PATCH
/
ticket
/
{ticketId}
Update a ticket
curl --request PATCH \
  --url https://demo.enneo.ai/api/mind/ticket/{ticketId} \
  --header 'Authorization: Bearer <token>' \
  --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,
    "direction": "in",
    "from": "[email protected]",
    "fromName": "Tom Mustermann",
    "to": [
      "[email protected]"
    ],
    "ccEmails": [
      "[email protected]"
    ],
    "bccEmails": [
      "[email protected]"
    ],
    "replyCcEmails": [
      "[email protected]"
    ],
    "replyRecipients": {
      "to": [
        "[email protected]"
      ],
      "cc": [
        "[email protected]"
      ],
      "bcc": []
    },
    "subchannelId": 123,
    "externalTicketId": "EXT-12345",
    "sentiment": "positive",
    "language": "English",
    "languageCode": "en",
    "autoExecuteAt": "2023-11-07T05:31:56Z",
    "aiSupportLevel": "unprocessed",
    "isCustomerActive": true,
    "interface": "internal",
    "priority": "low",
    "channel": "email",
    "channelId": "32291c7e-1cce-4d4c-8269-15e6a6501466",
    "status": "open",
    "summary": "I want to relocate and send you a meter reading",
    "subject": "I want to relocate and send you a meter reading",
    "bodyPlain": "Sehr geehrter Kundenservice,\n\nkönnten Sie bitte den beiliegenden Zählerstand meines Zählers in Ihr System eintragen und mir eine Zwischenrechnung zukommen lassen? Außerdem würde ich gerne zu meiner neuen Adresse Hugo-Junkers-Str. 5 in 82031 Grünwald wechseln. Ich ziehe nächsten Donnerstag ein. Können Sie meinen alten Vertrag zum 1. November für mich kündigen?\n\nIch danke Ihnen, Tom",
    "body": "<p>Sehr geehrter Kundenservice,</p><p>k&#246;nnten Sie bitte den beiliegenden Z&#228;hlerstand meines Z&#228;hlers in Ihr System eintragen und mir eine Zwischenrechnung zukommen lassen? Au&#223;erdem w&#252;rde ich gerne zu meiner neuen Adresse Hugo-Junkers-Str. 5 in 82031 Gr&#252;nwald wechseln. Ich ziehe n&#228;chsten Donnerstag ein. K&#246;nnen Sie meinen alten Vertrag zum 1. November f&#252;r mich k&#252;ndigen?</p><p>Ich danke Ihnen, Tom</p>",
    "bodyClean": "Sehr geehrter Kundenservice, könnten Sie bitte den beiliegenden Zählerstand meines Zählers in Ihr System eintragen und mir eine Zwischenrechnung zukommen lassen?",
    "isEscalated": false,
    "createdAt": "2022-12-13 22:18:06",
    "modifiedAt": null,
    "firstResponseDueBy": "2022-12-14 22:18:06",
    "dueBy": "2022-12-15 22:18:06",
    "closedAt": null,
    "customer": {
      "id": 83771,
      "emailMatches": true,
      "business": false,
      "company": null,
      "firstname": "Tom",
      "lastname": "Mustermann",
      "address": "Hugo-Junkers-Str. 5",
      "phone": 49123456789,
      "email": "[email protected]",
      "tags": [
        {
          "id": 2,
          "color": "green",
          "name": "VIP"
        }
      ],
      "contracts": [
        {
          "id": 746839,
          "orderId": 123,
          "tenant": null,
          "customerId": "123",
          "signupDate": 1661126400,
          "status": "active",
          "statusCode": 5000,
          "statusCodeTitle": "active",
          "energy": "electricity",
          "energyTypeId": 1,
          "energySubTypeId": 1,
          "email": "[email protected]",
          "firstname": "John",
          "lastname": "Doe",
          "deliveryAddress": "Hugo-Junkers-Str. 5, 82031 Grünwald",
          "iban": "DE89370400440532013000",
          "monthlyDeposit": 53,
          "startDate": 1661990400,
          "endDate": null,
          "consumption": 3477,
          "counterNumber": "1ESY1160669167",
          "productId": 1,
          "productName": "Flex 24",
          "productCode": "flx_24",
          "campaignId": 1,
          "salesChannelId": 1,
          "unpaidDebt": 109.21,
          "vatRate": 0.09,
          "basePrice": 0.09,
          "workingPrice": 0.09,
          "billingAddress": "Rechnungssstraße 24, 10587 Berlin",
          "business": false,
          "phone": 491721041689,
          "gridOperatorName": "E.ON Bayern AG",
          "gridOperatorCode": 1000000000000,
          "registers": [
            {}
          ],
          "erpUrls": [
            {
              "url": "https://erp-system.com/contract/123",
              "logo": "powercloud"
            }
          ],
          "rawData": null,
          "agentPreview": [
            {
              "label": "Tarif",
              "value": "Flex 24",
              "tooltip": "AP: 28.5 ct/kWh\nGP: 149.88 €/Jahr",
              "url": "https://erp.example.com/contract/123"
            }
          ],
          "tabPreview": {
            "color": "green",
            "icon": "electricity"
          }
        }
      ],
      "additionalData": {}
    },
    "customerId": "123",
    "contractId": "746839",
    "partnerId": 123,
    "customerLegitimation": 30,
    "customerLegitimationMessage": "Customer could not be confirmed",
    "responderId": null,
    "agentId": null,
    "agent": {
      "id": 1,
      "firstName": "Max",
      "lastName": "Mustermann",
      "email": "[email protected]",
      "phone": "+49 123 456789",
      "lastSeen": "2022-08-12 12:21:21",
      "type": "enneo",
      "isSsoOnly": 0,
      "lang": "de",
      "nameAlias": "Johnny",
      "externalId": "EMP-12345"
    },
    "assignedAgentIds": [
      123
    ],
    "assignedAgents": [
      {
        "id": 1,
        "firstName": "Max",
        "lastName": "Mustermann",
        "email": "[email protected]",
        "phone": "+49 123 456789",
        "lastSeen": "2022-08-12 12:21:21",
        "type": "enneo",
        "isSsoOnly": 0,
        "lang": "de",
        "nameAlias": "Johnny",
        "externalId": "EMP-12345"
      }
    ],
    "workedOnByIds": [
      123
    ],
    "workedOnBy": [
      {
        "id": 1,
        "firstName": "Max",
        "lastName": "Mustermann",
        "email": "[email protected]",
        "phone": "+49 123 456789",
        "lastSeen": "2022-08-12 12:21:21",
        "type": "enneo",
        "isSsoOnly": 0,
        "lang": "de",
        "nameAlias": "Johnny",
        "externalId": "EMP-12345"
      }
    ],
    "attachments": [
      {
        "id": "103013960646,",
        "url": "https://storage.googleapis.com/enneo-attachments-public/a1/103013960646-4b1aa775/IMG_20230301_192712.jpg",
        "name": "IMG_20230301_192712.jpg",
        "size": 2292952,
        "width": 3120,
        "height": 4160,
        "inline": false,
        "fileEnding": "jpg",
        "contentType": "image/jpeg",
        "originalUrl": "https://storage.example.com/attachments/IMG_20230301_192712.jpg",
        "extractedData": null,
        "extractionStatus": "success",
        "extractionData": {
          "confidence": 0.815,
          "meterValue": 87870.5
        }
      }
    ],
    "additionalData": null,
    "template": "<p>Hallo {{customer.firstname}},</p><p>%MESSAGE%</p><p>Viele Grüße,<br>{{agent.firstName}}</p>",
    "tags": [
      {
        "id": 123,
        "name": "Complaint",
        "fullName": "Second Level: Complaint",
        "parent": 6,
        "reference": "ticket",
        "type": "skill",
        "visibility": "public",
        "color": "grey",
        "properties": [],
        "complexity": "moderate",
        "sla": 8,
        "priority": "do-not-change",
        "channels": [
          "email",
          "chat"
        ],
        "subchannels": [
          2,
          4
        ],
        "detectionDetails": {},
        "assignment": [
          "assignBySubchannel",
          "assignByCustomLogic"
        ],
        "testCase": {},
        "modifiedBy": "John Doe",
        "modifiedAt": "2024-08-29 14:38:12"
      }
    ],
    "tagIds": [
      62,
      61
    ],
    "agentSkillsMatch": true,
    "intents": [
      {
        "id": 1211221,
        "code": "process_meter_reading",
        "name": "Process a meter reading",
        "contractId": "746839",
        "confidence": 0.95,
        "confidenceColor": "warning",
        "verified": false,
        "context": {},
        "messagePreview": "We have successfully processed your meter reading",
        "recipient": "[email protected]",
        "tags": "prePopulated",
        "data": {},
        "options": [
          {
            "type": "enter_into_system",
            "name": "Eintragen",
            "icon": "check",
            "recommended": true,
            "order": 1
          },
          {
            "type": "ignore",
            "name": "Ignorieren",
            "icon": "cancel",
            "recommended": false,
            "order": 2
          },
          {
            "type": "forward_to_vnb",
            "name": "An VNB verweisen",
            "icon": "questionMark",
            "recommended": false,
            "order": 3
          }
        ],
        "infos": [
          {
            "type": "warning",
            "message": "Reading is plausible",
            "extraInfo": "Expected reading was 421 kWh. Plausbible because difference to 317 kWh is below threshold of 200 kWh"
          }
        ],
        "extraInfo": null,
        "outcome": {
          "aiAgentId": 1,
          "success": true,
          "messageLocalized": "Powercloud accepted meter reading",
          "internalData": {
            "requestEndpoint": "saveReadingByContractId",
            "requestParams": "readingValue=21;date=2022-12-31"
          },
          "executedAt": "2022-12-13 22:18:06",
          "userId": 1,
          "sent": true,
          "ticketClosed": true,
          "recipient": "[email protected]",
          "message": "We successfully processed your meter reading of 21 kWh dated Dec 31, 2022",
          "template": "<p>Dear John,</p><p>%MESSAGE%</p><i>Mike from your service team</i>",
          "sources": [
            {
              "type": "knowledgeSource",
              "id": 376189,
              "name": "Opening hours",
              "url": "https://company.com/faq/376189",
              "text": "Our service hours are from 8am to 5pm. We are closed on weekends. [...]"
            }
          ],
          "txId": "c916167c94"
        }
      }
    ],
    "rawData": null,
    "workitem": {}
  }
}

Authorizations

​
Authorization
string
header
required

JWT-based authentication

Path Parameters

​
ticketId
integer
required

The id of the ticket

Query Parameters

​
includeInWorklog
boolean
default:true

Whether to include the ticket in time tracking, and thus worklog. Useful when a spam ticket should be closed, but it should not show up in the average handling time statistics

Body

application/json

A JSON object containing changes

​
contractId
string | null

The id of the contract to set

Example:

"376189"

​
status
enum<string>

Status of ticket

Available options:
open,
pending,
closed
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<DateTime> | null

The due date to set

Example:

1609502400

​
firstResponseDueBy
string<DateTime> | null

The first response due date to set

Example:

1609502400

​
tagIds
integer[]

An array of tag ids to set

Response

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.

⚠️ 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