Update Ticket API

The Update Ticket API section allows users to modify existing ticket information sourced from external systems. Through this API, users can seamlessly update ticket details accordingly.

UpdateTicket.

POST https://<sub domain>.kapturecrm.com/update-ticket-from-other-source.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 updated. Here are the list of parameters.

Name	Mandatory	Type	Description
ticket_id	Yes	string	Ticket id to be updated
sub_status	Yes	string	The key of sub status should be passed for example:- Pending - P Closed - CL
queue	No	string	The key of the queue name needs to be passed

Body Request

[
    {
        "comment": "",
        "ticket_id": "",
        "callback_time": "",
        "sub_status": "",
        "queue": "",
        "disposition": ""
    }
]

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 updated ticket. If successful, the response will include the ticket ID and the other updated relevant information.

Response	Response Messages
{ ..., "status": "success"}	Ticket updated successfully.
{"message": "Invalid Auth Key","status": "failed"}	Authorization key is either not passed in header, or incorrect, or expired/disabled
{ "message": "No Data found/ticket_id is missing", "status": "failed" }	ticket_id field is either missing or empty in request body.
{ "message": "Invalid Format.callback_date should be yyyy-MM-dd hh:mm:ss.", "status": "failed" }	Invalid Format.

Response

{
    "ticket": {
        "id": 530348198,
        "type": "O",
        "email": "",
        "phone": "",
        "status": "P",
        "orderId": "",
        "queueKey": "",
        "ticketId": "713516551148",
        "folderId": 0,
        "detail": "",
        "isUnread": false,
        "isOutOfSLA": false,
        "priority": 0,
        "isCallBack": false,
        "creatorId": 209803,
        "enquiryId": 0,
        "contactId": 0,
        "substatus": "PS",
        "productId": 0,
        "erpOrderId": "",
        "referenceId": 0,
        "ticketEmail": "",
        "assignedToId": 209803,
        "pendingTaskId": 0,
        "agencyBriefId": 0,
        "twitterUserId": "",
        "facebookUserId": "",
        "associativefile": "",
        "statusName": "Pending",
        "customerFeedback": 0,
        "playStoreReviewId": "",
        "lastConversationId": 0,
        "lastConversationType": "O",
        "lastConversationTime": 1713516551152,
        "date": "2024-04-19 14:19:11",
        "totalConversationCount": 0,
        "taskTitle": "TEST 1",
        "typeName": "Mobile App",
        "taskEnddate": "2024-04-19 14:19:11",
        "lastFollowUp": "2024-04-22 14:31:33",
        "nextFollowUp": "2024-04-19 14:19:11",
        "substatusName": "Pending",
        "encryptedPhone": "",
        "encryptedEmail": "",
        "lastConversationTypeName": "Mobile App",
        "ticketURL": "/employee/all-tickets.html?detail=2/530348198/713516551148",
        "ticketCreatorURL": "/employee/all-tickets.html?detail=2/530348198/713516551148",
        "isEscalated": true,
        "folders": [
            "Inbox"
        ],
        "queueName": "",
        "creatorName": "Kapture Dev API's",
        "folderColor": "red",
        "assignedToName": "Kapture Dev API's",
        "assignedToEmail": "[e-mail]",
        "mergeTicketId": "",
        "skuCode": "",
        "productName": ""
    },
    "Additional_details": {},
    "message": "Status and Comment have been updated.\n",
    "status": "success"
}

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/update-ticket-from-other-source.html/v.2.0' \
--header 'Authorization: Basic <Your Token>' \
--header 'Content-Type: application/json' \
--header 'Cookie: JSESSIONID=; _KAPTURECRM_SESSION=' \
--data '[
    {
        "comment": "",
        "ticket_id": "713516551148",
        "callback_time": "",
        "sub_status": "PS",
        "queue": "",
        "disposition": ""
    }
]'

Python

import http.client
import json

conn = http.client.HTTPSConnection("devapi.kapturecrm.com")
payload = json.dumps([
  {
    "comment": "",
    "ticket_id": "713516551148",
    "callback_time": "",
    "sub_status": "PS",
    "queue": "",
    "disposition": ""
  }
])
headers = {
  'Authorization': 'Basic <Your Token>',
  'Content-Type': 'application/json',
  'Cookie': 'JSESSIONID=; _KAPTURECRM_SESSION='
}
conn.request("POST", "/update-ticket-from-other-source.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/update-ticket-from-other-source.html/v.2.0',
  'headers': {
    'Authorization': 'Basic <Your Token>',
    'Content-Type': 'application/json',
    'Cookie': 'JSESSIONID=; _KAPTURECRM_SESSION='
  },
  body: JSON.stringify([
    {
      "comment": "",
      "ticket_id": "713516551148",
      "callback_time": "",
      "sub_status": "PS",
      "queue": "",
      "disposition": ""
    }
  ])

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