Get Ticket Details

Provides the function to query and get ticket details based on ticket ID.

Request Method

GET

Request URL

https://livedesk-api.engagelab.com/v2/accounts/tickets/:ticket_id

Authentication

See the authentication description in API Overview for details.

Request

Request Example

curl -X GET 'https://livedesk-api.engagelab.com/v2/accounts/tickets/:ticket_id' \ -H 'Content-Type: application/json' \ -H 'Authorization: Basic base64(api_key:api_secret)' \

              
              curl -X GET 'https://livedesk-api.engagelab.com/v2/accounts/tickets/:ticket_id' \
-H 'Content-Type: application/json' \
-H 'Authorization: Basic base64(api_key:api_secret)' \

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Path Parameters

Field	Type	Required	Description
ticket_id	String	Yes	Ticket ID.

Response Example

{ "code": 0, "message": "Success", "data": { "ticket_id": "tk_20251104_789abc", "title": "Printer paper jam, unable to print", "description": "Customer reported A4 paper jammed at the output tray, needs urgent handling.", "attachments": [ { "file_url": "https://example.com/files/error.jpg" } ], "status": "open", "priority": "high", "ticket_type": "incident", "requester": { "euid": "contact_12345", "name": "Zhang San", "email": "zhangsan@example.com", "phone": "+8613900000000", "channel_contacts": { "channel_id": "inbox_100", "contact_id": "-1001234567890", "sub_contact_id": "23232323", "followers": ["u_12345", "u_67890"] } }, "submitter": { "id": "u_99999" }, "assignment_team": { "id": 5, "name": "IT Support" }, "custom_fields": { "device_sn": "PRN-2024-001" }, "conversation_list": [ { "message_id": "msg_20251104_001", "sender": { "id": "u_12345", "type": "internal_member", "name": "Agent Li" }, "content": "We have received your feedback and are processing it.", "content_type": "text", "attachments": [ { "file_type": "image/jpeg", "file_url": "https://example.com/files/progress.jpg" }, { "file_type": "application/pdf", "file_url": "https://example.com/files/report.pdf" } ], "sent_at": "2025-11-19T05:55:25Z", "is_internal": false } ], "status_changes": [ { "to_status": "in_progress", "changed_at": "2025-11-04T09:25:00+08:00", "changed_by_type": "user", "changed_by_id": "u_12345" }, { "to_status": "resolved", "changed_at": "2025-11-04T10:30:00+08:00", "changed_by_type": "system" } ], "tags": ["printer", "hardware"], "sla": { "first_response_due": "2025-11-04T10:00:00+08:00", "resolution_due": "2025-11-05T18:00:00+08:00", "first_response_at": "2025-11-04T09:20:00+08:00", "breached": false }, "followers": [ {"id": "u_12345"}, {"id": "u_67890"} ], "satisfactions": { "rating": 5, "feedback": "Handled very quickly", "submitted_at": "2025-11-05T09:20:00+08:00" }, "created_at": "2025-11-04T09:15:22+08:00", "updated_at": "2025-11-04T09:18:45+08:00", "resolved_at": null, "closed_at": null } }

              
              {
  "code": 0,
  "message": "Success",
  "data": {
    "ticket_id": "tk_20251104_789abc",
    "title": "Printer paper jam, unable to print",
    "description": "Customer reported A4 paper jammed at the output tray, needs urgent handling.",
    "attachments": [
      {
        "file_url": "https://example.com/files/error.jpg"
      }
    ],
    "status": "open",
    "priority": "high",
    "ticket_type": "incident",
    "requester": {
      "euid": "contact_12345",
      "name": "Zhang San",
      "email": "zhangsan@example.com",
      "phone": "+8613900000000",
      "channel_contacts": {
        "channel_id": "inbox_100",
        "contact_id": "-1001234567890",
        "sub_contact_id": "23232323",
        "followers": ["u_12345", "u_67890"]
      }
    },
    "submitter": {
      "id": "u_99999"
    },
    "assignment_team": {
      "id": 5,
      "name": "IT Support"
    },
    "custom_fields": {
      "device_sn": "PRN-2024-001"
    },
    "conversation_list": [
      {
        "message_id": "msg_20251104_001",
        "sender": {
          "id": "u_12345",
          "type": "internal_member",
          "name": "Agent Li"
        },
        "content": "We have received your feedback and are processing it.",
        "content_type": "text",
        "attachments": [
          {
            "file_type": "image/jpeg",
            "file_url": "https://example.com/files/progress.jpg"
          },
          {
            "file_type": "application/pdf",
            "file_url": "https://example.com/files/report.pdf"
          }
        ],
        "sent_at": "2025-11-19T05:55:25Z",
        "is_internal": false
      }
    ],
    "status_changes": [
      {
        "to_status": "in_progress",
        "changed_at": "2025-11-04T09:25:00+08:00",
        "changed_by_type": "user",
        "changed_by_id": "u_12345"
      },
      {
        "to_status": "resolved",
        "changed_at": "2025-11-04T10:30:00+08:00",
        "changed_by_type": "system"
      }
    ],
    "tags": ["printer", "hardware"],
    "sla": {
      "first_response_due": "2025-11-04T10:00:00+08:00",
      "resolution_due": "2025-11-05T18:00:00+08:00",
      "first_response_at": "2025-11-04T09:20:00+08:00",
      "breached": false
    },
    "followers": [
      {"id": "u_12345"},
      {"id": "u_67890"}
    ],
    "satisfactions": {
      "rating": 5,
      "feedback": "Handled very quickly",
      "submitted_at": "2025-11-05T09:20:00+08:00"
    },
    "created_at": "2025-11-04T09:15:22+08:00",
    "updated_at": "2025-11-04T09:18:45+08:00",
    "resolved_at": null,
    "closed_at": null
  }
}

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Response Parameters

Field	Type	Required	Description
ticket_id	String	Yes	Ticket unique ID.
title	String	Yes	Ticket title.
description	String	Yes	Ticket detailed description (supports Markdown).
attachments	Array	No	Ticket-level attachment list.
file_name	String	Yes	File name.
file_type	String	Yes	MIME type.
file_url	String	Yes	File address.
file_size	String	Yes	Size.
status	String	Yes	Ticket status: open/in_progress/resolved/closed, etc.
priority	String	No	Priority: low/medium/high/urgent.
ticket_type	String	No	Ticket type: incident/question/problem/task.
requester	Object	Yes	Requester information.
euid	String	No	Contact unique ID.
name	String	No	Contact name.
email	String	No	Contact email.
phone	String	No	Contact phone number.
channel_contacts	Object	No	Channel contact mapping (at least one with euid exists).
channel_id	String	Yes	Channel ID.
contact_id	String	Yes	Channel contact ID (e.g., TG chat_id).
sub_contact_id	String	No	Channel sub-contact ID (e.g., TG topic_id / Email thread_id).
followers	Array	No	Follower ID information (for push/notification within the channel), including id and name fields. id: Follower ID. name: Follower name.
submitter	Object	No	Internal member who submitted the ticket.
id	String	Yes	Submitter user ID.
assignment_team	Object	No	Assigned team information.
id	Integer	Yes	Team ID.
name	String	Yes	Team name.
custom_fields	Object	No	Custom fields (e.g., device serial number, order number, etc.).
device_sn	String	Yes	Device serial number.
conversation_list	Array	Yes	All message history within the ticket.
message_id	String	Yes	Message unique ID.
sender	Object	Yes	Sender information.
id	String	Yes	Sender ID.
type	String	Yes	Sender type: internal_member/system/bot.
name	String	No	Sender name.
content	String	No	Message text content.
content_type	String	Yes	Content type: text/image/file/audio/video.
attachments	Array	No	Message attachment list.
file_type	String	Yes	MIME type.
file_url	String	Yes	File address.
sent_at	String	Yes	Send time (ISO8601).
is_internal	boolean	Yes	Whether it is an internal message (invisible to customers).
status_changes	Array	No	Ticket status change record.
to_status	String	No	Status after change (open/resolved or custom code).
changed_at	String	No	Change time (ISO8601).
changed_by_type	String	No	Change source: user/system/bot.
changed_by_id	String	No	Returned when changed_by_type is user.
tags	Array	No	Ticket tags.
sla	Object	No	SLA Service Level Agreement information.
first_response_due	String	No	First response deadline.
resolution_due	String	No	Resolution deadline.
first_response_at	String	No	Actual first response time.
breached	boolean	No	Whether breached.
followers	Array	No	Follower list.
satisfactions	Object	No	Satisfaction survey result.
rating	Integer	No	Rating 1-5.
feedback	String	No	Text feedback.
submitted_at	String	No	Submission time.
created_at	String	Yes	Ticket creation time (ISO8601).
updated_at	String	Yes	Ticket last update time.
resolved_at	String	No	Resolution time (null if not resolved).
closed_at	String	No	Close time (null if not closed).