獲取工單詳情

              
              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)' \

            

              
              {
  "code": 0,
  "message": "Success",
  "data": {
    "ticket_id": "tk_20251104_789abc",
    "title": "打印機卡紙，無法打印",
    "description": "客戶反映 A4 紙卡在出紙口，急需處理。",
    "attachments": [
      {
        "file_url": "https://example.com/files/error.jpg"
      }
    ],
    "status": "open",
    "priority": "high",
    "ticket_type": "incident",
    "requester": {
      "euid": "contact_12345",
      "name": "張三",
      "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": "我們已收到你的反饋，正在處理。",
        "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": "處理很快",
      "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
  }
}