获取工单详情

              
              curl --request GET \
  --url https://livedesk.engagelab.com/v2/accounts/tickets/:ticket_id \
  --H "Content-Type: application/json" \
  --H "Authorization: Bearer base64(api_key:api_secret)" 

            

              
              {
  "code": 0,
  "message": "Success",
  "data": {
    "ticket_id": "tk_20251104_789abc",                     
    "title": "打印机卡纸，无法打印",                       
    "description": "客户反映A4纸卡在出纸口，急需处理。",      
    "attachments": [                                      
      {
        "file_name": "error-photo.jpg",                    
        "file_type": "image/jpeg",                         
        "file_url": "https://example.com/files/error.jpg", 
        "file_size": 1220                                  
      }
    ],
    "status": "open",                                      
    "priority": "high",                                    
    "ticket_type": "incident",                             
    "requester": {                                         
      "euid": "contact_12345",                             
      "name": "张三",                                      
      "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支持"
    },
    "custom_fields": {                                     
      "device_sn": "PRN-2024-001"
    },
    "conversation_list": [                                 
      {
        "message_id": "msg_20251104_001",                  
        "sender": {
          "id": "u_12345",                                 
          "type": "internal_member",                      
          "name": "客服小李"                                 
        },
        "content": "我们已收到你的反馈，正在处理。",            
        "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": "处理很快",                                
      "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                                      
  }
}