Get Ticket API

The Get Ticket API section allows users to get the existing ticket information sourced from external systems. Through this ,users can seamlessly fetch the details against the ticket by the ticket id.

Get Ticket.

POST https://<sub domain>.kapturecrm.com/search-ticket-by-ticket-id.html/v.2.0

NOTE: Please replace with your sub domain name in the API.

Authentication:

To access this API endpoint, you need to include your API key in the request headers. For authentication, use the following header:

Basic <Your Token>

Request Body

The request body should be a JSON object containing the details of the ticket to be fetched. Here are the list of parameters.

Name	Mandatory	Type	Description
ticket_id	Yes	string	Ticket id to fetch the details for, if multiple please put comma separated

Body Request

{
    "ticket_ids": "713516551148",
    "conversation_type": "",
    "history_type": "",
    "assigned": "",
    "disposed": "",
    "response": "",
    "landing_queue": "",
    "create": "",
    "resolved": "",
    "include_emailbody": ""
}

Please map in the request body if there's any extra associate body according to your use case.

Response Body

The API responds with a JSON object containing the details of the fetched ticket. If successful, the response will include the ticket ID and the other updated relevant information.

Response	Response Messages
{ ..., "status": "success"}	Ticket fetched successfully.
{"message": "Invalid Auth Key","status": "failed"}	Authorization key is either not passed in header, or incorrect, or expired/disabled
{ "message": "Invalid Json.", "status": "failed" }	Most probably, data may in array format. It should be in object format.
{ "message": "ticket_ids are missing.", "status": "failed" }	Either ticket_ids field is missing or empty.

Response

[
    {
        "additional_info": {},
        "history": {},
        "task_details": {
            "date": "19-04-2024 14:19",
            "tat": "",
            "sla": "",
            "status": "Pending",
            "nextFollowUp": "19-04-2024 14:19",
            "lastFollowUp": "22-04-2024 14:31",
            "taskId": 530348198,
            "email": "",
            "phone": "",
            "lastSource": "Mobile App",
            "lastConvesationTime": "19-04-2024 14:19",
            "title": "TEST 1",
            "orderId": "",
            "primarySource": "Mobile App",
            "ticketEmail": "",
            "folderId": 0,
            "ticketId": "713516551148",
            "detail": "",
            "mergedTicketId": "",
            "contactId": 0,
            "productId": 0,
            "creatorId": 209803,
            "customerId": 0,
            "assignedId": 209803,
            "creatorName": "Kapture Dev API's",
            "priority": "low",
            "attachment": "",
            "pendingTaskId": 0,
            "ticketCloseEmpId": 209803,
            "assignedToName": "Kapture Dev API's",
            "callBack": "",
            "queueKey": "",
            "customer_rating": 0,
            "lastConversationId": 0,
            "slaStatus": "out of sla",
            "queueName": "",
            "total_conversations": 0,
            "disposition": "Inbox",
            "taskEnddate": "",
            "customer_feedback": "",
            "url": "https://devapi.kapturecrm.com/employee/view-task-detail.html?detail=5/530348198/713516551148",
            "substatus": "Pending",
            "substatusKey": "PS",
            "assigneeCode": "",
            "ftr": "no",
            "attachments": []
        }
    }
]

Error Codes

Error Codes	Description
400	Bad Request - Invalid parameters or missing data
401	Unauthorized - Invalid or missing API key
403	Forbidden - Insufficient permissions
404	Not Found - Resource or endpoint not found
500	Internal Server Error - Server-side issue

Example of a working curl

cURL

curl --location 'https://devapi.kapturecrm.com/search-ticket-by-ticket-id.html/v.2.0' \
--header 'Authorization: Basic <Your Token>' \
--header 'Content-Type: application/json' \
--header 'Cookie: JSESSIONID=; _KAPTURECRM_SESSION=' \
--data '{
    "ticket_ids": "713516551148",
    "conversation_type": "",
    "history_type": "",
    "assigned": "",
    "disposed": "",
    "response": "",
    "landing_queue": "",
    "create": "",
    "resolved": "",
    "include_emailbody": ""
}'

Python

import http.client
import json

conn = http.client.HTTPSConnection("devapi.kapturecrm.com")
payload = json.dumps({
  "ticket_ids": "713516551148",
  "conversation_type": "",
  "history_type": "",
  "assigned": "",
  "disposed": "",
  "response": "",
  "landing_queue": "",
  "create": "",
  "resolved": "",
  "include_emailbody": ""
})
headers = {
  'Authorization': 'Basic <Your Token>',
  'Content-Type': 'application/json',
  'Cookie': 'JSESSIONID=; _KAPTURECRM_SESSION='
}
conn.request("POST", "/search-ticket-by-ticket-id.html/v.2.0", payload, headers)
res = conn.getresponse()
data = res.read()
print(data.decode("utf-8"))

Node.js

var request = require('request');
var options = {
  'method': 'POST',
  'url': 'https://devapi.kapturecrm.com/search-ticket-by-ticket-id.html/v.2.0',
  'headers': {
    'Authorization': 'Basic <Your Token>',
    'Content-Type': 'application/json',
    'Cookie': 'JSESSIONID=; _KAPTURECRM_SESSION='
  },
  body: JSON.stringify({
    "ticket_ids": "713516551148",
    "conversation_type": "",
    "history_type": "",
    "assigned": "",
    "disposed": "",
    "response": "",
    "landing_queue": "",
    "create": "",
    "resolved": "",
    "include_emailbody": ""
  })

};
request(options, function (error, response) {
  if (error) throw new Error(error);
  console.log(response.body);
});