Ticket

Ticket refers to a unit of a customer's inquiry, forming the basis of all features and functionalities of Sendbird Desk. On this page, you can find how to create, retrieve, close, and display tickets on a client app.

Note: Every ticket has a corresponding group channel in the Chat SDK because the messages within a ticket are managed by Sendbird Chat.

Implement the Ticket.create() method to create a new ticket on the Desk server either before or after a customer's initial message. Once created, use ticket.channel to retrieve the information of the ticket and its channel as a callback from the server. When a customer sends the first message, the ticket is assigned to an available agent by the Desk server while messages are sent and received through the Chat SDK.

Ticket.create(TICKET_TITLE, USER_NAME, (ticket, error) => {
    if (error) {
        // Handle error.
    }

    // The ticket.channel property indicates the group channel object within the ticket.
});

Note: Until a customer sends the first message, agents can't see the ticket on the Sendbird Dashboard.

You can also append additional information like a ticket's priority or related channel URLs by passing several arguments to the corresponding parameters.

Ticket.create(TICKET_TITLE, USER_NAME, GROUP_KEY, CUSTOM_FIELDS, PRIORITY, RELATED_CHANNEL_URLS,BOT_KEY, (ticket, error) => {
    if (error) {
        // Handle error.
    }

    // The ticket.channel property indicates the group channel object within the ticket.
});

You can retrieve a filtered ticket list of the customer using various parameters. Only ten tickets can be retrieved per request in descending order of the message creation time. If you're using Desk JavaScript SDK version 1.0.23 or higher, refer to the code below on how to use parameters to retrieve a list of tickets.

const params = {
    group: 'my_group',
    // Add any parameters you wish to use.
    // offset: integer.
    // customFieldFilter: object.
    // ticket status: string.
};
Ticket.getList(params, (tickets, error) => {
        if (error) {
        // Handle error.
    }

    const ticketsFromMyGroup = tickets;
    // offset += tickets.length; for the next tickets.
    // Implement your code to display the ticket list.
})

If you're using Desk JavaScript SDK version 1.0.22 or below, refer to the code below on how to retrieve a list of either opened or closed tickets of the customer. Only ten tickets can be retrieved per request in descending order of the message creation time.

Note: To use the getAllTickets method, the Desk JavaScript SDK version should be 1.0.21 or higher.

Ticket.getAllTickets(OFFSET, (tickets, error) => {
    if (error) {
        // Handle error.
    }

    const tickets = closedTickets;
    // offset += tickets.length; for the next tickets.
    // Implement your code to display the ticket list.
});

You can also use ticket fields as search filters to only display tickets that have the value of a selected field on the ticket list.

const customFieldFilter = {'subject' : 'doggy_doggy'};
Ticket.getOpenedList(OFFSET, customFieldFilter, (openedTickets, error) => {
    if (error) {
        // Handle error.
    }

    const tickets = openedTickets;
    // offset += tickets.length; for the next tickets.
    // Implement your code to display the ticket list.
});

You can retrieve a specific ticket using its channel URL.

Ticket.getByChannelUrl(CHANNEL_URL, (ticket, error) => {
    if (error) {
        // Handle error.
    }

    ...
});

If you are using the SDK version 1.0.22 or before, getByChannelUrl returned a cached data of the ticket. This has caused glitches with the ticket state updated from Sendbird Dashboard, so we removed the caching by default. If you wish to use the cached data, set the second parameter cachingEnabled to true.

const cachingEnabled = true;
Ticket.getByChannelUrl(CHANNEL_URL, cachingEnabled, (ticket, error) => {
    if (error) {
        // Handle error.
    }

    ...
});

Use the Ticket.getOpenCount() to display the number of open tickets on a client app.

Ticket.getOpenCount((count, error) => {
    if (error) {
        // Handle error.
    }

    const numberOfOpenTickets = count;
    // Implement your code with the value of the "count" parameter.
});

To allow your customers to directly close a ticket from their app, use the ticket.close() method.

ticket.close(CLOSE_COMMENT, (ticket, error) => {
    if (error) {
        // Handle error.
    }

    ...
});

Note: Only active and idle tickets can be closed by a customer.

Use the closedTicket.reopen() method to reopen a closed ticket from a client app.

Note: Tickets that have been closed more than 20 days prior to the request can't be reopened.

closedTicket.reopen((openTicket, error) => {
    if (error) {
        // Handle error.
    }

    // Implement your code to update the ticket list using the result object in the "openTicket" parameter.
});