Tickets

Tickets allow you to easily track issues and service requests from your clients.

There are currently two main views for tickets on the agent side

• All tickets (from all clients)

• Client-specific tickets - accessed via a client's view/page

• Subject
• Ticket description
• Client & Contact
• Priority (low/med/high)
• Status (new, open, on-hold, resolved, closed)
• Related asset (future feature is to allow multiple assets)

• Agent Assignment/Re-assignment

• Custom ticket prefix

• Time tracking

• Email integration

• Private/internal notes

• Merging

• Scheduled/Recurring tickets

• Invoicing

• Schedule future work (specifying onsite/remote)

• Support for Project & Task management

• Watchers / Collaborators to allow others to receive updates

• Custom ticket states

• Resolved state - A ticket is resolved before being closed. Agents and client contacts can re-open resolved tickets for 72 hrs (configurable) before they automatically close.

• Closed state - Once a ticket is closed, it cannot be re-opened

• Client contacts with the “Technical contact” role are able to see all tickets under their Client

• Reporting on tickets per client, time worked, average time to solve

• See here

• Client notifications can be configured to be sent on ticket creation & closure (“Send clients general notification emails”)
• New ticket email notifications can be configured to an email/distribution list, so your team is always aware of new tickets (“Email address to notify when new tickets are raised”)
• Agents will be notified when assigned a ticket & when their assigned ticket is replied to / updated

/api/v1/tickets

Read - Retrieve ticket information (/read.php) (GET)

• Default / No params - Returns all tickets
• ticket_id - Specific ticket ID from the ITFlow database (may, but usually shouldn't, differ from ticket number)

Invoke-RestMethod -Uri "https://demo.itflow.org/api/v1/tickets/read.php?api_key=YOUR-API-KEY&ticket_id=3" | ConvertTo-Json
{
    "success":  "True",
    "count":  1,
    "data":  [
                 {
                     "0":  "3",
                     "ticket_id":  "3",
                     "1":  "TCK-",
                     "ticket_prefix":  "TCK-",
                     "2":  "3",
                     "ticket_number":  "3",
                     "3":  null,
                     "ticket_category":  null,
                     "4":  "Computer broken",
                     "ticket_subject":  "Computer broken",

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