Gorgias Get Ticket Fields

Get a Gorgias ticket with all fields

This action gets a Gorgias ticket with all fields included. A Gorgias ticket contains the following fields:

id - ID of the ticket.
assignee_user - The user assigned to the ticket.
channel - The channel used to initiate the conversation with the customer.
closed_datetime - ISO DateTime when the ticket was closed.
created_datetime - ISO DateTime when the ticket was created.
customer(customer object) - The customer linked to the ticket.
events - All action-executed events with the related user if any on the ticket.
external_id - External ID of the ticket in a foreign system. This field is not used by Gorgias, feel free to set it as you wish.
from_agent - Whether the first message of the ticket was sent by your company to a customer or the opposite.
is_unread - Whether the ticket is unread for you.
language - The language primarily used in the ticket. The language is automatically detected on the first messages by Gorgias if not set explicitly. Once the language has been set, it won't be updated according to future messages.
last_message_datetime - ISO DateTime When the last message was sent.
last_received_message_datetime - ISO DateTime when the last customer's message was sent.
messages - Messages of the ticket.
meta - Data associated with the ticket. You can use this field to store structured information (key-value data) about the ticket.
opened_datetime - ISO DateTime when the ticket was opened for the first time by a user.
reply_options - Which channels can and can't be used to reply.
satisfaction_survey -The satisfaction survey linked to the ticket.
snooze_datetime - ISO DateTime when the ticket will be re-opened.
spam - Whether the ticket is considered spam or not.
status - The status of the ticket.
subject -The subject of the ticket.
tags - Tags linked to the ticket.
trashed_datetime - ISO DateTime when the ticket was moved to the trash.
updated_datetime - ISO DateTime when the ticket was lastly updated.
via -How the first message of the ticket has been received or sent from Gorgias.
uri - URI of the ticket.

Action Inputs

Name	Type	Description
Key	String	Your Gorgias API key. Read here how to find it.
Gorgias Ticket Id	String	The ID of the ticket to retrieve fields for. You can find it in you flow inputs or if you are building a subflow, you have to create an input named Ticket ID and send the ticket ID from the MASTER FLOW.
User	String	Your Gorgias user email, this will be the email of the agent on whose behalf the action is connecting to your account. Read here how to find it.
Domain	String	Your Gorgias sub-domain. Read here how to find it.

Action Outputs

Name	Type	Description
Ticket Fields	Object	The ticket object with all fields included. See bellow an example of output.
Success	Boolean (true/false)	Whether the ticket was found or not

Example of a returned Gorgias ticket including all fields:

{
  "id": 123,
  "assignee_user": null,
  "channel": "email",
  "closed_datetime": null,
  "created_datetime": "2019-07-05T14:42:00.384938",
  "customer": {
    "data": {
      "city": "San Francisco"
    },
    "id": 3924,
    "external_id": "customer-84203241",
    "email": "[email protected]",
    "name": "John Smith",
    "language": "fr",
    "timezone": "UTC",
    "created_datetime": "2019-04-13T03:27:56.973873",
    "updated_datetime": "2019-09-25T06:18:22.839271",
    "meta": {
      "position": "engineer"
    },
    "customer": {},
    "active": true,
    "firstname": "John",
    "integrations": {
      "6": {
        "orders": [
          {
            "id": 772803526679,
            "total_tax": "0.02",
            "created_at": "2018-12-04T03:29:37-08:00",
            "line_items": [
              {
                "id": 1760305053719,
                "sku": "0987654321",
                "name": "Acidulous candy",
                "grams": 10,
                "price": "0.10",
                "title": "Acidulous candy",
                "taxable": true,
                "quantity": 1,
                "price_set": {
                  "shop_money": {
                    "amount": "0.10",
                    "currency_code": "USD"
                  },
                  "presentment_money": {
                    "amount": "0.10",
                    "currency_code": "USD"
                  }
                },
                "tax_lines": [
                  {
                    "rate": 0.2,
                    "price": "0.02",
                    "title": "TVA",
                    "price_set": {
                      "shop_money": {
                        "amount": "0.02",
                        "currency_code": "USD"
                      },
                      "presentment_money": {
                        "amount": "0.02",
                        "currency_code": "USD"
                      }
                    }
                  }
                ],
                "product_id": 8345093387,
                "variant_id": 28442938955,
                "total_discount": "0.00",
                "requires_shipping": true,
                "fulfillment_status": null,
                "total_discount_set": {
                  "shop_money": {
                    "amount": "0.00",
                    "currency_code": "USD"
                  },
                  "presentment_money": {
                    "amount": "0.00",
                    "currency_code": "USD"
                  }
                },
                "fulfillment_service": "manual",
                "fulfillable_quantity": 1
              }
            ],
            "contact_email": "mar\[email protected]",
            "billing_address": {
              "zip": "94103",
              "city": "SAN FRANCISCO",
              "name": "Marie Curie",
              "country": "United States",
              "address1": "52 Washburn Street",
              "address2": "",
              "province": "California",
              "last_name": "Curie",
              "first_name": "Marie",
              "country_code": "US",
              "province_code": "CA"
            }
          }
        ],
        "customer": {
          "id": 667928133655,
          "note": "",
          "tags": "",
          "email": "mar\[email protected]",
          "first_name": "Marie",
          "last_name": "Curie",
          "orders_count": 1,
          "default_address": {
            "id": 707106144279,
            "zip": "94103",
            "city": "SAN FRANCISCO",
            "name": "Marie Curie",
            "country": "United States",
            "default": true,
            "address1": "52 Washburn Street",
            "address2": "",
            "province": "California",
            "last_name": "Curie",
            "first_name": "Marie",
            "customer_id": 667928133655,
            "country_code": "US",
            "country_name": "United States",
            "province_code": "CA"
          }
        },
        "__integration_type__": "shopify"
      }
    },
    "lastname": "Smith",
    "note": "Our best customer."
  },
  "events": [
    {
      "user": {
        "roles": {
          "id": 43728,
          "external_id": "role-hf329f",
          "name": "admin",
          "description": "Admins can manage all resources",
          "created_datetime": "2020-10-03T20:57:46.966927",
          "updated_datetime": "2020-11-27T04:21:23.472839"
        },
        "id": 3924,
        "external_id": "user-84203241",
        "email": "[email protected]",
        "bio": "Full stack developer at Gorgias",
        "name": "Steve Frazeli",
        "created_datetime": "2019-04-13T03:27:56.973873",
        "updated_datetime": "2019-09-25T06:18:22.839271",
        "meta": {
          "avatar_url": "https://avatars.example.com/steve-profile.jpeg",
          "position": "engineer"
        },
        "account_id": 69392,
        "active": true,
        "firstname": "Steve",
        "lastname": "Frazeli"
      },
      "type": "ticket-closed",
      "data": null,
      "id": 1234,
      "uri": "/api/events/1234/",
      "context": "dd4ff312-69df-494a-be96-1a58b3d8b8e0",
      "created_datetime": "2019-11-16T15:59:41.966927",
      "object_id": 123,
      "object_type": "Ticket",
      "user_id": 123
    }
  ],
  "external_id": "RETURN#4213",
  "is_unread": true,
  "language": "fr",
  "last_message_datetime": "2020-02-01T19:12:32.432197",
  "last_received_message_datetime": "2020-01-27T10:42:21.468912",
  "messages": {
    "macros": [
      {
        "id": 5132
      }
    ],
    "id": 924712,
    "external_id": "MSG-78545",
    "message_id": "<123345676453.2445.234@web>",
    "public": true,
    "channel": "email",
    "via": "api",
    "source": {
      "type": "email",
      "from": {
        "id": 7,
        "name": "Sender Doe",
        "address": "[email protected]"
      },
      "to": [
        {
          "id": 8,
          "name": "Receiver Doe",
          "address": "[email protected]"
        }
      ]
    },
    "subject": "Re:Refund request",
    "body_text": "Hello,\n\n        I can't place an order on your site, it says: I don't have enough credit.\n        How can I add some credits?\n\n        Cheers,\n        John Doe\n        ",
    "body_html": "Hello,<br><br>\n\n        I can't place an order on your site, it says: I don't have enough credit.<br>\n        How can I add some credits?<br><br>\n\n        Cheers,<br>\n        John Doe\n        ",
    "stripped_text": null,
    "stripped_html": null,
    "stripped_signature": null,
    "attachments": [],
    "meta": {},
    "created_datetime": "2020-01-27T10:42:21.468912",
    "opened_datetime": "2019-07-05T15:22:46.472436",
    "failed_datetime": null,
    "deleted_datetime": null,
    "actions": [],
    "uri": "/api/tickets/12/messages/924712/",
    "integration_id": 28643,
    "rule_id": 89465,
    "ticket_id": 12,
    "from_agent": true,
    "sender": {
      "id": 7
    },
    "receiver": {
      "id": 8
    },
    "headers": {},
    "last_sending_error": null
  },
  "meta": null,
  "opened_datetime": "2019-07-05T15:22:46.472436",
  "satisfaction_survey": {
    "id": 1234,
    "score": 2,
    "body_text": "Such speed, much pertinent.",
    "meta": {
      "externalData": {
        "id": 1234
      }
    },
    "created_datetime": "2019-11-16T15:59:41.966927",
    "should_send_datetime": "2019-11-23T15:59:41.966927",
    "sent_datetime": "2019-11-23T15:59:41.966927",
    "scored_datetime": "2019-11-25T15:59:41.966927",
    "uri": "/api/satisfaction-surveys/1234/",
    "customer_id": 120,
    "ticket_id": 12
  },
  "snooze_datetime": null,
  "spam": false,
  "status": "open",
  "subject": "Can I get a refund?",
  "tags": [
    {
      "name": "urgent",
      "description": "Mark a ticket as urgent",
      "decoration": {
        "color": "#0693E3"
      },
      "created_datetime": "2020-07-1300:00:00-05:00",
      "deleted_datetime": "2020-07-1500:00:00-05:00",
      "usage": 123
    }
  ],
  "trashed_datetime": null,
  "updated_datetime": "2020-01-27T10:42:21.932637",
  "via": "email",
  "uri": "/api/tickets/123/"
}

Updated about 1 year ago