工单中心

1、接口声明

在调用接口时必须在https请求的header中携带"token"参数。

token是智齿客服接口开放平台全局唯一的接口调用凭据。
开发者在调用各业务接口时都需使用token，开发者需要进行妥善保存。token的存储至少要保留32个字符空间。token的有效期目前为24个小时，需定时刷新，或根据接口返回的token失效提示，进行重新获取。请求token接口，无论token是否存在，都会返回新的token，并重置token的过期时间(目前24小时)。

token使用方式说明：
1、开发者需要统一获取和管理token，在调用智齿客服各个业务开放接 口时都应该使用同一个的token，不应该每个业务都刷新获取新的 token，否则容易导致token失效，影响接口的正常调用；
2、目前token的有效期通过返回的expire_in来传达，目前是86400 秒之内的值。开发者需要根据这个有效时间提前去刷新新token。
3、开发者需要根据接口返回的token失效提示，进行重新获取token。

2、接口调用

2.1、获取访问token编码

接口说明：

获取API开放接口token，此token仅适用于智齿开放平台 5.0版本全部API接口 。API接口中的参数 appid, app_key 请联系智齿售后人员获取。

请求方式：

GET

请求地址：

https://www.sobot.com/api/get_token

请求参数：

返回参数：

item对象：

时间戳转换参考工具：

http://tool.chinaz.com/Tools/unixtime.aspx

sign签名生成示例：

例如，appid = "1"; create_time="1569397773"; app_key="2"

sign = Md5("115693977732") 为 258eec3118705112b2c53dc8043d4d34。

请求示例：

curl https://www.sobot.com/api/get_token?appid=1&create_time=1569397773&sign=258eec3118705112b2c53dc8043d4d34

返回示例：

{
    "item": {
        "token": "4ac37cb2e9c740dba4b75a34d5358802",
        "expires_in": "86400"
    },
    "ret_code": "000000",
    "ret_msg": "操作成功"
}

2.2、查询数据字典

接口说明：

数据字典包含：工单分类、工单状态、工单优先级、抄送数据其中抄送，工单分类为动态字典项，返回数据会随企业自身配置会发生变化。需要上述数据具体值时，请调用此接口获取。

请求方式：

GET

请求地址：

/api/ws/5/ticket/get_data_dict

请求参数：

返回参数：

item对象：

ticket_type_list集合：

ticket_status_list集合：

ticket_level_list集合：

group_list集合：

agent_list集合：

请求示例：

curl -H 'token:4ac37cb2e9c740dba4b75a34d5358802' https://www.sobot.com/api/ws/5/ticket/get_data_dict

返回示例：

{
    "item": {
        "ticket_level_list": [
            {
                "dict_name": "低",
                "dict_value": "0"
            },
            {
                "dict_name": "中",
                "dict_value": "1"
            },
            {
                "dict_name": "高",
                "dict_value": "2"
            },
            {
                "dict_name": "紧急",
                "dict_value": "3"
            }
        ],
        "group_list": [
            {
                "group_name": "测试电销组",
                "groupid": "acb290d666814d65834c70073aed65f2_4"
            },
            {
                "group_name": "智齿_123",
                "groupid": "e3b931da9ab24a2abcb6f6ae59ae8c0c"
            }
        ],
        "ticket_status_list": [
            {
                "dict_name": "尚未受理",
                "dict_value": "0"
            },
            {
                "dict_name": "受理中",
                "dict_value": "1"
            },
            {
                "dict_name": "等待回复",
                "dict_value": "2"
            },
            {
                "dict_name": "已解决",
                "dict_value": "3"
            },
            {
                "dict_name": "已关闭",
                "dict_value": "99"
            }
        ],
        "ticket_type_list": [
            {
                "companyid": "acb290d666814d65834c70073aed65f2",
                "node_flag": "0",
                "parentid": "-1",
                "type_level": "1",
                "type_name": "其他",
                "typeid": "9"
            }, 
            {
                "companyid": "acb290d666814d65834c70073aed65f2",
                "node_flag": "1",
                "parentid": "-1",
                "sub_type_list": [
                    {
                        "companyid":"acb290d666814d65834c70073aed65f2",
                        "node_flag": "0",
                        "parentid": "131b5060166d4dbbb4beda95a4ff3d32",
                        "type_level": "2",
                        "type_name": "系统/应用类问题",
                        "typeid": "42a4d00d26304a1fa3c94c552d47cfdf"
                    },
                    {
                        "companyid": "acb290d666814d65834c70073aed65f2",
                        "node_flag": "1",
                        "parentid": "131b5060166d4dbbb4beda95a4ff3d32",
                        "sub_type_list": [
                            {
                                "companyid": "acb290d666814d65834c70073aed65f2",
                                "node_flag": "1",
                                "parentid": "5dc2f4d31c894f35a779f6a6d175c803",
                                "sub_type_list": [
                                    {
                                    "companyid": "acb290d666814d65834c70073aed65f2",
                                    "node_flag": "0",
                                    "parentid": "d3c3a3efc71f4a949bb7be8af6643626",
                                    "type_level": "3",
                                    "type_name": "摄像问题",
                                    "typeid": "d3c3a3efc71f4a949bb7be8af6643626"
                                    }
                                ],
                            "type_level": "2",
                            "type_name": "拍照",
                                "typeid": "5dc2f4d31c894f35a779f6a6d175c803"
                            }
                        ],
                        "type_level": "1",
                        "type_name": "故障排查",
                        "typeid": "131b5060166d4dbbb4beda95a4ff3d32"
                    }
                ]
            }
        ],
        "agent_list": [
            {
                "agent_name": "ming",
                "agentid": "0a37c8156d094311890e48fbc06501c4"
            },
            {
                "agent_name": "智齿测试12",
                "agentid": "efcfda336b5d4caeb4fd71392c54b5c9"
            }
        ]
    },
    "ret_code": "000000",
    "ret_msg": "操作成功"
}

2.3、查询自定义字段定义信息

接口说明：

返回工单自定义字段的基本信息

请求方式：

GET

请求地址：

/api/ws/5/ticket/query_ticket_extend_fields

请求参数：

返回参数：

items对象：

field_data_list集合：

请求示例：

curl -H 'token:4ac37cb2e9c740dba4b75a34d5358802' https://www.sobot.com/api/ws/5/ticket/query_ticket_extend_fields

返回示例：

{
    "items": [
        {
            "field_data_list": [
                {
                    "data_name": "999",
                    "data_value": "540264609760473"
                },
                {
                    "data_name": "777",
                    "data_value": "540264668320333"
                },
                {
                    "data_name": "888",
                    "data_value": "540264668320352"
                }
            ],
            "field_name": "下拉列表",
            "field_type": 6,
            "fieldid": "3ceef648f3d6412abdf8fd6aac5db9f3",
            "fill_flag": 1
        },
        {
            "field_data_list": [
                {
                    "data_name": "语文",
                    "data_value": "500862751814255"
                },
                {
                    "data_name": "数学",
                    "data_value": "500862751819356"
                },
                {
                    "data_name": "英语",
                    "data_value": "502372726676614"
                }
            ],
            "field_name": "复选",
            "field_type": 7,
            "fieldid": "8f52d2f19fad4a8eae22238437817b9c",
            "fill_flag": 0
        },
        {
            "field_data_list": [],
            "field_name": "测试234",
            "field_type": 5,
            "fieldid": "d1dc7e1e13794cf1a936d74b76c4ecc0",
            "fill_flag": 0
        },
        {
            "field_data_list": [],
            "field_name": "时间",
            "field_type": 4,
            "fieldid": "4e1e6b21b433461d9bac2cee6d3297d1",
            "fill_flag": 0
        },
        {
            "field_data_list": [],
            "field_name": "日期",
            "field_type": 3,
            "fieldid": "30b5071f2b514d57b6d34e7c95cdf431",
            "fill_flag": 0
        },
        {
            "field_data_list": [],
            "field_name": "567",
            "field_type": 2,
            "fieldid": "c2610afb04014d788e398324f7f01329",
            "fill_flag": 0
        }
    ],
    "ret_code": "000000",
    "ret_msg": "操作成功!"
}

2.4、工单自定义字段（选择型）添加选项信息

接口说明：

工单选择型自定义字段批量添加选项信息。

请求方式：

POST

请求地址：

/api/ws/5/ticket/save_option_data_value

请求参数：

data_value集合：

返回参数：

请求示例：

curl https://www.sobot.com/api/ws/5/ticket/save_option_data_value -X POST -H 'content-type: application/json' 
-H 'token:4ac37cb2e9c740dba4b75a34d5358802'  -d '{"fieldid":"3ceef648f3d6412abdf8fd6aac5db9f3","agentid":"0a37c8156d094311890e48fbc06501c4","agent_name":"ming","field_data_value":[{"field_value":"539325753445693","field_text":"下列选项一"}]}'

返回示例：

 {
    "ret_code": "000000",
    "ret_msg": "操作成功"
}

2.5、查询工单分类关联的工单模板

接口说明：

返回工单分类关联的工单模板中的自定义字段信息

请求方式：

GET

请求地址：

/api/ws/5/ticket/query_fileds_by_typeid

请求参数：

返回参数：

items对象：

field_data_list集合：

请求示例：

curl -H 'token:4ac37cb2e9c740dba4b75a34d5358802' https://www.sobot.com/api/ws/5/ticket/query_fileds_by_typeid
?ticket_typeid=75c5b76905054a0bad862d0e725570e9

返回示例：

{
    "items": [
        {
            "field_data_list": [
                {
                    "data_name": "999",
                    "data_value": "540264609760473"
                },
                {
                    "data_name": "777",
                    "data_value": "540264668320333"
                },
                {
                    "data_name": "888",
                    "data_value": "540264668320352"
                }
            ],
            "field_name": "下拉列表",
            "field_type": 6,
            "fieldid": "3ceef648f3d6412abdf8fd6aac5db9f3",
            "fill_flag": 1
        },
        {
            "field_data_list": [
                {
                    "data_name": "语文",
                    "data_value": "500862751814255"
                },
                {
                    "data_name": "数学",
                    "data_value": "500862751819356"
                },
                {
                    "data_name": "英语",
                    "data_value": "502372726676614"
                }
            ],
            "field_name": "复选",
            "field_type": 7,
            "fieldid": "8f52d2f19fad4a8eae22238437817b9c",
            "fill_flag": 0
        },
        {
            "field_data_list": [],
            "field_name": "测试234",
            "field_type": 5,
            "fieldid": "d1dc7e1e13794cf1a936d74b76c4ecc0",
            "fill_flag": 0
        },
        {
            "field_data_list": [],
            "field_name": "时间",
            "field_type": 4,
            "fieldid": "4e1e6b21b433461d9bac2cee6d3297d1",
            "fill_flag": 0
        },
        {
            "field_data_list": [],
            "field_name": "日期",
            "field_type": 3,
            "fieldid": "30b5071f2b514d57b6d34e7c95cdf431",
            "fill_flag": 0
        },
        {
            "field_data_list": [],
            "field_name": "567",
            "field_type": 2,
            "fieldid": "c2610afb04014d788e398324f7f01329",
            "fill_flag": 0
        }
    ],
    "ret_code": "000000",
    "ret_msg": "操作成功!"
}

2.6、创建工单（客户）

接口说明：

1. 1)调用此接口，系统会根据提交的参数按此优先级“客户ID > 对接ID > 客户邮箱 > 客户手机号”查找客户，如果匹配成功，用该客户作为工单关联客户，否则新建客户后关联。

备注：

1、此处所传工单自定义字段，必须是所传工单分类id关联工单模板中的自定义字段。 2、分类关联模板中的自定义字段通过“查询工单分类关联的工单模板信息“接口获取。 3、工单分类ID需要调用“查询数据字典”中工单分类获取具体值。 4、如需上传附件，需要调用“附件上传（客户）”进行。

请求方式：

POST

请求地址：

/api/ws/5/ticket/save_user_ticket

请求参数：

extend_fields集合：

返回参数：

item对象：

请求示例：

curl https://www.sobot.com/api/ws/5/ticket/save_user_ticket -X POST -H 'content-type: application/json' -H 'token:4ac37cb2e9c740dba4b75a34d5358802' -d '{"companyid":"acb290d666814d65834c70073aed65f2","ticket_title":"测试工单","userid":"007e447e1c104583971c2e990df0d4ac","ticket_content":"测试工单",,"ticket_typeid":"4112bddd39cd4895808180f139cd497a",   "ticket_from":"1","extend_fields":[{"fieldid":"5ba3741d772c47d9a3066db1d3900b4e","field_value":"123"},{"fieldid":"3ceef648f3d6412abdf8fd6aac5db9f3","field_value":"539325753445693"}}'

返回示例：

{
    "item": {
        "ticketid": "5c4015d7bf71493db4a53a2877a1ae98"
    },
    "items": [],
    "ret_code": "000000",
    "ret_msg": "操作成功"
}

2.7、创建工单（坐席）

接口说明：

坐席创建工单并把工单关联到相对应的客户下

备注：

1、此处所传工单自定义字段，必须是所传工单分类id关联工单模板中的自定义字段。 2、分类关联模板中的自定义字段通过“查询工单分类关联的工单模板信息“接口获取。 3、工单分类ID需要调用“查询数据字典”中工单分类获取具体值。 4、如需上传附件，需要调用“附件上传（坐席）”进行。

请求方式：

POST

请求地址：

/api/ws/5/ticket/save_agent_ticket

请求参数：

copy_agent 集合：

extend_fields集合：

返回参数：

item对象：

请求示例：

curl https://www.sobot.com/api/ws/5/ticket/save_agent_ticket -X POST -H 'content-type: application/json' 
-H 'token:4ac37cb2e9c740dba4b75a34d5358802' 
-d '{"companyid":"acb290d666814d65834c70073aed65f2","ticket_title":"测试工单","userid":"007e447e1c104583971c2e990df0d4ac","ticket_content":"测试工单","ticket_status":"1","ticket_level":"0","create_agentid":"0a37c8156d094311890e48fbc06501c4","create_agent_name":"ming",
"ticket_typeid":"4112bddd39cd4895808180f139cd497a","ticket_from":"0","extend_fields":[{"fieldid":"5ba3741d772c47d9a3066db1d3900b4e","field_value":"123"},{"fieldid":"3ceef648f3d6412abdf8fd6aac5db9f3","field_value":"539325753445693"}]}'

返回示例：

{
    "item": {
        "ticketid": "5c4015d7bf71493db4a53a2877a1ae98"
    },
    "items": [],
    "ret_code": "000000",
    "ret_msg": "操作成功"
}

2.8、回复工单（客户）

接口说明：

1. 1)客户：客户可回复所有人
2. 2)坐席：坐席回复分为仅回复坐席和回复所有人。

请求方式：

POST

请求地址：

/api/ws/5/ticket/save_user_reply

请求参数：

返回参数：

请求示例：

curl https://www.sobot.com/api/ws/5/ticket/save_user_reply -X POST -H 'content-type: application/json' 
-H 'token:4ac37cb2e9c740dba4b75a34d5358802' -d '{"ticketid":"acb290d666814d65834c70073aed65f2","reply_content":"坐席回复工单"}''

返回示例：

 {
    "ret_code": "000000",
    "ret_msg": "操作成功"
}

2.9、回复工单（坐席）

接口说明：

1. 1)客户：客户可回复所有人
2. 2)坐席：坐席回复分为仅回复坐席和回复所有人。

请求方式：

POST

请求地址：

/api/ws/5/ticket/save_ticket_reply

请求参数：

copy_agent集合：

extend_fields集合：

返回参数：

请求示例：

curl https://www.sobot.com/api/ws/5/ticket/save_ticket_reply -X POST 
-H 'content-type: application/json' 
-H 'token:4ac37cb2e9c740dba4b75a34d5358802' -d '{"ticketid":"acb290d666814d65834c70073aed65f2","ticket_title":"测试工单","reply_content":"坐席回复工单","ticket_content":"测试工单","reply_type":"0","ticket_status":"1","ticket_level":"0",
"get_ticket_datetime":"2019-09-19 13:00:00","reply_agentid":"0a37c8156d094311890e48fbc06501c4","reply_agent_name":"ming","copy_agent":[{"agent_name":"工单坐席","agent_mail":"3443355456@qq.com"}],"reply_agentid":"0a37c8156d094311890e48fbc06501c4","reply_agent_name":"ming","extend_fields":[{"fieldid":"5ba3741d772c47d9a3066db1d3900b4e","field_value":"123"},{"fieldid":"3ceef648f3d6412abdf8fd6aac5db9f3","field_value":"539325753445693"}]}'

返回示例：

 {
    "ret_code": "000000",
    "ret_msg": "操作成功"
}

2.10、附件上传（客户）

接口说明：

客户创建工单或回复工单时，上传一个或多个附件。 先上传附件，再调用“创建工单（客户）”或者“回复工单（客户）”。

备注：

1、在请求中注明Content-Type: multipart/form-data;boundary=----WebKitFormBoundary7MA4YWxkTrZu0gW

请求方式：

POST

请求地址：

/api/ws/5/ticket/user_upload_file

请求参数：

返回参数：

item对象：

请求示例：

curl https://www.sobot.com/api/ws/5/ticket/user_upload_file -X POST-H 'content-type:multipart/form-data;boundary=----WebKitFormBoundary7MA4YWxkTrZu0gW' -H 'token: 4ac37cb2e9c740dba4b75a34d5358802' -F 'file=@/ C:/Users/Pictures/微信图片_20190528114613.jpg ' -F 'file_num_key=16dfc20e-f3de-46tf-8088-844cfde704d3'

返回示例：

{
   "item": {   
"file_url":"https://sobot.oss-cn-beijing.aliyuncs.com/console/acb290d666814d65834c70073aed65f2/ticket/微信图片_20190528114613.jpg"
   },
   "ret_code": "000000",
   "ret_msg": "操作成功"
}

2.11、附件上传（坐席）

接口说明：

坐席创建工单或回复工单时，上传一个或多个附件 先上传附件，再调用“创建工单（坐席）”或者“回复工单（坐席）”

备注：

1、在请求中注明Content-Type: multipart/form-data;boundary=----WebKitFormBoundary7MA4YWxkTrZu0gW

请求方式：

POST

请求地址：

/api/ws/5/ticket/upload_file

请求参数：

返回参数：

item对象：

请求示例：

curl https://www.sobot.com/api/ws/5/ticket/upload_file -X POST -H 'content-type:multipart/form-data;boundary=----WebKitFormBoundary7MA4YWxkTrZu0gW' -H 'token: 4ac37cb2e9c740dba4b75a34d5358802' -F 'file=@/ C:/Users/Pictures/微信图片_20190528114613.jpg' -F 'file_num_key=16dfc20e-f3de-46tf-8088-844cfde704d3'

返回示例：

{
   "item": {   
        "file_url":"https://sobot.oss-cn-beijing.aliyuncs.com/console/acb290d666814d65834c70073aed65f2/ticket/微信图片_20190528114613.jpg"
   },
   "ret_code": "000000",
   "ret_msg": "操作成功"
}

2.12、添加工单满意度评价

接口说明：

对工单满意度进行评价，返回操作结果

请求方式：

POST

请求地址：

/api/ws/5/ticket/add_ticket_evaluation

请求参数：

返回参数：

请求示例：

curl -H 'token:4ac37cb2e9c740dba4b75a34d5358802' https://www.sobot.com/api/ws/5/ticket/ add_ticket_evaluation?ticketId=2831ceace38c45649840374a08d321bd&companyId=45649840374a08d321bd&score=5&remark=我对本次服务表示满意

返回示例：

{
   "ret_code": "000000",
   "ret_msg": "操作成功"
}

2.13、根据创建时间查询工单列表

接口说明：

按照工单创建时间段查询工单列表信息

请求方式：

GET

请求地址：

/api/ws/5/ticket/query_tickets

请求参数：

返回参数：

items集合：

请求示例：

curl -H 'token:4ac37cb2e9c740dba4b75a34d5358802' https://www.sobot.com/api/ws/5/ticket/query_tickets?create_start_datetime=2018-09-18 00:00:00&create_end_datetime=2018-09-18 23:59:59

返回示例：

 {
    "items": [
        {
            "create_datetime": "2018-09-18 09:10:05",
            "deal_group_name": "",
            "deal_agent_name": "",
            "start_name": "测试标签",
            "start_type": "1",
            "ticket_code": "20190912000007",
            "ticket_content": "测试工单",
            "ticket_from": "1",
            "ticket_level": "0",
            "ticket_status": "1",
            "ticket_title": "测试工单",
            "ticket_type_name": "售后",
            "ticketid": "b6dacd72a5cf4e2999e78a18a9126c72",
            "update_datetime":"2018-09-18 09:15:55",
            "user_nick": "测试标签",
			  "evaluation_datetime":"2018-09-18 09:15:55",
			  "score":1,
			  "remark":"问题解决地非常快，果断好评"
        },
        {
            "create_datetime":"2018-09-18 08:14:05",
            "deal_group_name": "",
            "deal_agent_name": "",
            "start_name": "测试标签",
            "start_type": "1",
            "ticket_code": "20190912000006",
            "ticket_content": "测试工单",
            "ticket_from": "1",
            "ticket_level": "0",
            "ticket_status": "1",
            "ticket_title": "测试工单",
            "ticket_type_name": "咨询/咨询1/咨询2",
            "ticketid": "266a341702ef40d595915a3c19676745",
            "update_datetime":""2018-09-18 08:20:05"",
            "user_nick": "测试标签"
        },
        {
            "create_datetime":"2018-09-18 07:34:25",
            "deal_group_name": "123",
            "deal_agent_name": "ming",
            "start_name": "智齿测试12",
            "start_type": "0",
            "ticket_code": "20190912000003",
            "ticket_content": "<p>34433434</p>",
            "ticket_from": "0",
            "ticket_level": "0",
            "ticket_status": "0",
            "ticket_title": "4343",
            "ticket_type_name": "其他",
            "ticketid": "f294176887284c5597794c636d5a1bfe",
            "update_datetime":"2018-09-18 07:54:35",
            "user_emails": "wangxun0104@hotmail.com",
            "user_name": "王迅",
            "user_nick": "王迅",
            "user_tels": "18280240680"
        }
    ],
    "page_count": 1,
    "page_no": 1,
    "page_size": 15,
    "ret_code": "000000",
    "ret_msg": "操作成功",
    "total_count": 3
}

2.14、根据更新时间查询工单列表

接口说明：

按照工单更新时间段查询工单列表信息

请求方式：

GET

请求地址：

/api/ws/5/ticket/query_tickets_by_update_time

请求参数：

返回参数：

items集合：

请求示例：

curl -H 'token:4ac37cb2e9c740dba4b75a34d5358802' https://www.sobot.com/api/ws/5/ticket/query_tickets_by_update_time?update_start_datetime=2018-09-18 00:00:00&update_end_datetime=2018-09-18 23:59:59

返回示例：

 {
    "items": [
        {
            "create_datetime": "2018-09-18 09:10:05",
            "deal_group_name": "",
            "deal_agent_name": "",
            "start_name": "测试标签",
            "start_type": "1",
            "ticket_code": "20190912000007",
            "ticket_content": "测试工单",
            "ticket_from": "1",
            "ticket_level": "0",
            "ticket_status": "1",
            "ticket_title": "测试工单",
            "ticket_type_name": "售后",
            "ticketid": "b6dacd72a5cf4e2999e78a18a9126c72",
            "update_datetime":"2018-09-18 09:15:55",
            "user_nick": "测试标签",
			  "evaluation_datetime":"2018-09-18 09:15:55",
			  "score":1,
			  "remark":"问题解决地非常快，果断好评"

        },
        {
            "create_datetime":"2018-09-18 08:14:05",
            "deal_group_name": "",
            "deal_agent_name": "",
            "start_name": "测试标签",
            "start_type": "1",
            "ticket_code": "20190912000006",
            "ticket_content": "测试工单",
            "ticket_from": "1",
            "ticket_level": "0",
            "ticket_status": "1",
            "ticket_title": "测试工单",
            "ticket_type_name": "咨询/咨询1/咨询2",
            "ticketid": "266a341702ef40d595915a3c19676745",
            "update_datetime":""2018-09-18 08:20:05"",
            "user_nick": "测试标签"
        },
        {
            "create_datetime":"2018-09-18 07:34:25",
            "deal_group_name": "123",
            "deal_agent_name": "ming",
            "start_name": "智齿测试12",
            "start_type": "0",
            "ticket_code": "20190912000003",
            "ticket_content": "<p>34433434</p>",
            "ticket_from": "0",
            "ticket_level": "0",
            "ticket_status": "0",
            "ticket_title": "4343",
            "ticket_type_name": "其他",
            "ticketid": "f294176887284c5597794c636d5a1bfe",
            "update_datetime":"2018-09-18 07:54:35",
            "user_emails": "wangxun0104@hotmail.com",
            "user_name": "王迅",
            "user_nick": "王迅",
            "user_tels": "18280240680"
        }
    ],
    "page_count": 1,
    "page_no": 1,
    "page_size": 15,
    "ret_code": "000000",
    "ret_msg": "操作成功",
    "total_count": 3
}

2.15、查询工单详情页

接口说明：

返回该条工单的详细信息（包括工单回复、操作历史）。

请求方式：

GET

请求地址：

/api/ws/5/ticket/get_ticket_by_id

请求参数：

返回参数：

item对象：

extend_fields_list集合：

params_extends_list集合：

deal_list集合：

update_log_list集合：

file_list集合：

请求示例：

curl -H 'token:4ac37cb2e9c740dba4b75a34d5358802' -dhttps://www.sobot.com/api/ws/5/ticket/get_ticket_by_id?ticketid=ebe6a8b6bcf840418b8e58d123262945

返回示例：

{
    "item": {
        "companyid": "acb290d666814d65834c70073aed65f2",
        "create_datetime": "2018-09-18 10:14:05",
        "deal_group_name": "",
        "deal_list": [
            {
                "face_img": "https://sobot.oss-cn-beijing.aliyuncs.com/console/acb290d666814d65834c70073aed65f2/userImage/201801151617381.PNG",
                "file_list": [
                    {
                        "file_name": "微信图片_20190528114613.jpg",
                        "file_type": "jpg",
                        "file_url": "https://sobot.oss-cn-beijing.aliyuncs.com/console/acb290d666814d65834c70073aed65f2/ticket/微信图片_20190528114613_1568614560169.jpg"
                    }
                ],
                "reply_content": "<p>343</p>",
                "reply_datetime":"2018-09-18 10:34:45",
                "reply_title": "回复 北京客户 ",
                "reply_type": "0",
                "start_type": "0",
                "update_user_name": "智齿测试12",
                "replyid": "c11897076adc4dd98f7a64f026fc2632"
            }
        ],
        "deal_agent_name": "智齿测试12",
        "extend_fields_list": [
            {
                "field_name": "下拉列表",
                "fieldid": "3ceef648f3d6412abdf8fd6aac5db9f3",
                "field_type": "6",
                "field_text": "999",
                "field_value": "540264609760473"
            },
            {
                "field_name": "时间",
                "fieldid": "4e1e6b21b433461d9bac2cee6d3297d1",
                "field_type": "4",
                "field_text": "",
                "field_value": "00:00"
            },
            {
                "field_name": "测试234",
                "fieldid": "d1dc7e1e13794cf1a936d74b76c4ecc0",
                "field_type": "1",
                "field_text": "",
                "field_value": "455445"
            }
        ],
        "file_list": [],
        "start_name": "北京客户",
        "start_type": "1",
        "ticket_code": "1534758910",
        "ticket_content": "<p>测试用</p>",
        "ticket_from": "1",
        "ticket_level": "0",
        "ticket_status": "2",
        "ticket_title": "客户留言-北京客户",
        "ticket_typeid": "c6aef17dca6b4ee5b9dc4206d8162abt",
        "ticket_type_name": "咨询/咨询1/咨询2",
        "ticketid": "d6aef19dca6b4ee5b9dc4206d8162105",
        "update_log_list": [
            {
                "face_img": "https://sobot.oss-cn-beijing.aliyuncs.com/console/acb290d666814d65834c70073aed65f2/userImage/201801151617381.PNG",
                "log_from": "1",
                "start_type": "0",
                "update_content": "{\"回复\":\"343\",\"回复附件\":\"微信图片_20190528114613.jpg\"}",
                "update_agent_name": "智齿测试12",
                "update_datetime":"2018-09-18 10:34:45",
                "update_title": "工单更新"
            },
            {
                "face_img": "https://img.sobot.com/console/common/face/user.png",
                "log_from": "1",
                "start_type": "1",
                "update_content": "{\"工单分类\":\"咨询/咨询1/咨询2\",\"工单标题\":\"客户留言-北京客户\",\"问题描述\":\"测试用\",\"自定义字段\":\"下拉列表：;复选：;测试2：;单选：;测试1：\",\"优先级\":\"低\",\"工单状态\":\"尚未受理\"}",
                "update_datetime": "2018-09-18 10:14:05",
                "update_title": "工单创建"
            }
        ],
        "update_datetime": "2018-09-18 10:34:45",
        "user_nick": "北京客户",
        "userid": "fdd41fb55c4f41e4afa4906064deced3",
		"evaluation_datetime":"2018-09-18 09:15:55",
	    "score":1,
		"remark":"问题解决地非常快，果断好评"

        "update_datetime": "2018-09-18 10:34:45",
        "user_nick": "北京客户",
        "userid": "fdd41fb55c4f41e4afa4906064deced3"
    },
    "ret_code": "000000",
    "ret_msg": "操作成功"
}

2.16、查询工单统计概览

接口说明：

获取某个时间段工单对应的数量。

请求方式：

GET

请求地址：

/api/ws/5/ticket/get_ticket_data

请求参数：

返回参数：

item对象：

请求示例：

curl -H 'token:4ac37cb2e9c740dba4b75a34d5358802' https://www.sobot.com/api/ws/5/ticket/get_ticket_data?start_datetime= 2019-09-18 00:00:00&end_datetime=2019-09-18 23:59:59

返回示例：

 {
    "item": {
        "unassigned_ticket_num": "2",
        "unsolved_ticket_num": "3"
    },
    "ret_code": "000000",
    "ret_msg": "操作成功"
}

2.17、查询工单坐席工作量

接口说明：

获取某个时间段工单坐席工作量。

请求方式：

GET

请求地址：

/api/ws/5/ticket/query_agent_jobs

请求参数：

返回参数：

Items集合：

请求示例：

curl -H 'token:4ac37cb2e9c740dba4b75a34d5358802' https://www.sobot.com/api/ws/5/ticket/query_agent_jobs?start_datetime= 2019-09-18 00:00:00&end_datetime=2019-09-18 23:59:59

返回示例：

 {
    "items": [
        {
            "deal_ticket_num": "1",
            "agent_name": "智齿测试12",
            "agentid": "efcfda336b5d4caeb4fd71392c54b5c9",
            "ticket_end_rate": "0.0"
        },
        {
            "deal_ticket_num": 0,
            "agent_name": "ming",
            "agentid": "0a37c8156d094311890e48fbc06501c4",
            "ticket_end_rate": "0.0"
        }
    ],
    "ret_code": "000000",
    "ret_msg": "操作成功"
}

2.18、查询工单消息推送异常数据

接口说明：

返回工单消息推送失败的数据

请求方式：

GET

请求地址：

/api/ws/5/ticket/query_ticket_push_fail_infos

请求参数：

返回参数：

items对象：

extend_fields_list集合：

请求示例：

curl -H 'token:4ac37cb2e9c740dba4b75a34d5358802' https://www.sobot.com/api/ws/5/ticket/query_ticket_push_fail_infos
?start_datetime= 2020-04-08 00:00:00&end_datetime=2020-04-08 23:59:59

返回示例：

{
 "items": [
      {
        "companyid": "40d8940f1e854642b41f7c21f790b8e3",
        "deal_agent_name": "",
        "deal_agentid": "",
        "deal_group_name": "",
        "deal_groupid": "",
        "extend_fields_list": [],
        "file_str": "",
        "hope_accept_time": "",
        "hope_complete_time": "",
        "partnerid": "test_lily",
         "recordid": "",
        "ticket_code": "20200326000002",
        "ticket_content": "<p>lily的工单中心</p>",
        "ticket_from": "0",
        "ticket_level": "0",
        "ticket_status": "0",
        "ticket_title": "停服务后创建工单",
        "ticketid": "4c38229b83bd4101a09612b9ac26baf7",
        "update_agent_name": "小丽",
        "user_name": "VIP客户",
        "userid": "11a1e8a4a8e9480a8f409dc2a130431f",
        "is_reminder": "0",
        "voice_url": ""
      },
      {
        "companyid": "40d8940f1e854642b41f7c21f790b8e3",
        "deal_agent_name": "在线203",
        "deal_agentid": "587d3293ff794d7785a33d9a0695ea32",
        "deal_group_name": "",
        "deal_groupid": "",
        "extend_fields_list": [
          {
            "field_name": "RIO--下拉列表",
            "field_text": "77",
            "field_type": "6",
            "field_value": "121",
            "fieldid": "6cb4450292d34720877f6083514ca6fb"
          },
            {
            "field_name": "时间",
            "field_type": "4",
            "field_value": "09:00",
            "fieldid": "22696682739c4fd7a68094eeed34a8a9"
          }
         ],
         "file_str": "",
         "hope_accept_time": "",
         "hope_complete_time": "",
         "partnerid": "sdk284",
         "recordid": "",
         "ticket_code": "20200326000001",
         "ticket_content": "三个好感动",
         "ticket_from": "4",
         "ticket_level": "0",
         "ticket_status": "1",
         "ticket_title": "重复点击回复",
         "ticketid": "2831ceace38c45649840374a08d321bd",
         "update_agent_name": "小丽",
         "userid": "9a4da303f00b4f5295459070edb6b34a",
         "voice_url": ""
        },
        {
           "ticketid":"23ddfbcd7de8472c93e4385d6195dfd5",
           "companyid":"40d8940f1e854642b41f7c21f790b8e3",
           "ticket_code": "202004200000001",
           "is_reminder": "1",
           "reminder_agentid":"587d3293ff794d7785a33d9a0695ea32",
           "reminder_agent_name": "在线203",
           "reminder_remark": "催单信息",
           "reminder_time": "2020-04-20 12:35:30",
           "update_datetime": "2020-04-20 12:35:30"
        }
    ],
    "page_count": 1,
    "page_no": 1,
    "page_size": 15,
    "ret_code": "000000",
    "ret_msg": "操作成功",
    "total_count": 2
}

2.19、离线数据文件下载接口

接口说明：

接口类型：主动调用接口。

接口作用：可通过调用该接口来获取工单业务模块的原始数据，可用于企业对数据归档或做数据分析等。

注意：若需要使用该接口下载离线数据，需提前通知智齿进行数据整理安排，否则无法下载到数据。

请求方式：

POST

请求地址：

https://www.sobot.com/api/wb/5/data/export_data

请求参数：

返回参数：

resultList：工单自定义字段

dealList：工单全部回复

fileList：回复附件列表

updateLogList：工单操作记录

请求示例：

curl https://www.sobot.com/api/wb/5/data/export_data 
-X POST 
-H 'content-type: application/json' 
-H 'token: 4ac37cb2e9c740dba4b75a34d5358802' 
-d '{
        "task_type":  "6",
        "date": "2019-11-05",
    }'

返回示例：

{
    "ticketTitle": "测试工单",
    "dealUserId": "27a3f720bdd8446ea243017f1d2b626f",
    "ticketLevel": 0,
    "dealUserName": "张三",
    "startType": 0,
    "updateLogList": [
        {
            "startType": 0,
            "updateTime": 1591847016,
            "updateServiceName": "张三",
            "updateContent": "{"工单分类":"1","工单标题":"测试工单","问题描述":"测试附件存储日志","问题描述附件":"夜晚.jpg","自定义字段":"callid：驱蚊器二群;公司id：驱蚊器翁;问题发生频次：单个坐席偶发;在线会话id 附截图：驱蚊器;app&sdk 版本号，反馈机型；：驱蚊器;是否为软电话：否;问题类型：智齿app","优先级":"低","工单状态":"尚未受理"}",
            "updateTitle": "工单创建"
        },
        {
            "startType": 0,
            "updateTime": 1591847020,
            "updateServiceName": "张三",
            "updateContent": "{"受理客服":"张三"}",
            "updateTitle": "工单更新"
        },
        {
            "startType": 0,
            "updateTime": 1591847020,
            "updateServiceName": "张三",
            "updateContent": "{"受理客服":"张三"}",
            "updateTitle": "工单更新"
        },
        {
            "startType": 0,
            "updateTime": 1591847352,
            "updateServiceName": "张三",
            "updateContent": "{"回复附件":"沙漠绿洲.jpg,云.jpg"}",
            "updateTitle": "工单更新"
        },
        {
            "startType": 0,
            "updateTime": 1591850735,
            "updateServiceName": "张三",
            "updateContent": "{"工单状态":"已关闭"}",
            "updateTitle": "工单更新"
        }
    ],
    "updateTime": 1591850735,
    "dealGroupName": "",
    "dealList": [
        {
            "replyTime": 1591847016,
            "replyType": "0",
            "updateUserId": "27a3f720bdd8446ea243017f1d2b626f",
            "updateUserName": "张三",
            "startType": 0,
            "replyContent": "<p>测试附件存储日志</p>",
            "fileList": [
                {
                    "fileName": "夜晚.jpg",
                    "fileUrl": "https://img.sobot.com/console/651b00ce4b5a43969b63ac934e4f0ba2/ticket/夜晚_1591846971492.jpg",
                    "fileType": "jpg"
                }
            ]
        },
        {
            "replyTime": 1591850735,
            "replyType": "1",
            "updateUserId": "27a3f720bdd8446ea243017f1d2b626f",
            "updateUserName": "张三",
            "startType": 0,
            "replyTitle": "回复 张三 zhangjc@sobot.com",
            "fileList": []
        },
        {
            "replyTime": 1591847352,
            "replyType": "1",
            "updateUserId": "27a3f720bdd8446ea243017f1d2b626f",
            "updateUserName": "张三",
            "startType": 0,
            "replyTitle": "回复 张三 zhangjc@sobot.com",
            "fileList": [
                {
                    "fileName": "云.jpg",
                    "fileUrl": "https://img.sobot.com/console/651b00ce4b5a43969b63ac934e4f0ba2/ticket/云_1591847350898.jpg",
                    "fileType": "jpg"
                },
                {
                    "fileName": "沙漠绿洲.jpg",
                    "fileUrl": "https://img.sobot.com/console/651b00ce4b5a43969b63ac934e4f0ba2/ticket/沙漠绿洲_1591847347206.jpg",
                    "fileType": "jpg"
                }
            ]
        }
    ],
    "nick": "啊",
    "companyId": "651b00ce4b5a43969b63ac934e4f0ba2",
    "ticketFrom": 0,
    "createTime": 1591847016,
    "ticketStatus": 99,
    "customerId": "570f8e431f9843239ed083f748015412",
    "ticketContent": "<p>测试附件存储日志</p>",
    "dealGroupId": "",
    "fileStr": ";https://img.sobot.com/console/651b00ce4b5a43969b63ac934e4f0ba2/ticket/夜晚_1591846971492.jpg;https://img.sobot.com/console/651b00ce4b5a43969b63ac934e4f0ba2/ticket/夜晚_1591846971492.jpg;https://img.sobot.com/console/651b00ce4b5a43969b63ac934e4f0ba2/ticket/云_1591847350898.jpg;https://img.sobot.com/console/651b00ce4b5a43969b63ac934e4f0ba2/ticket/夜晚_1591846971492.jpg;https://img.sobot.com/console/651b00ce4b5a43969b63ac934e4f0ba2/ticket/沙漠绿洲_1591847347206.jpg",
    "ticketCode": 20200611000021,
    "resultList": [
        {
            "fieldId": "271c5b23bd914d81950e68755b7c43b4",
            "fieldType": 1,
            "fieldVariable": "customField15",
            "title": "公司id",
            "value": "驱蚊器翁"
        },
        {
            "fieldId": "411c7ec298de4084aeb1f7cce70c836e",
            "fieldType": 6,
            "fieldVariable": "customField85",
            "text": "单个坐席偶发",
            "title": "问题发生频次",
            "value": "579514320725440"
        },
        {
            "fieldId": "8ed8518cabc641739958d9ec64f069f5",
            "fieldType": 8,
            "fieldVariable": "customField80",
            "text": "否",
            "title": "是否为软电话",
            "value": "575543181142367"
        },
        {
            "fieldId": "63f0aab22a2b4760a2d9d4a58f2ff938",
            "fieldType": 1,
            "fieldVariable": "customField20",
            "title": "callid",
            "value": "驱蚊器二群"
        },
        {
            "fieldId": "f8b00f7f1df948b7b4233ac23bd419bd",
            "fieldType": 6,
            "fieldVariable": "customField97",
            "text": "智齿app",
            "title": "问题类型",
            "value": "587347957556856"
        },
        {
            "fieldId": "6da2c7ee7bd040faa9328fcbf06efd17",
            "fieldType": 1,
            "fieldVariable": "customField99",
            "title": "app&sdk 版本号，反馈机型；",
            "value": "驱蚊器"
        },
        {
            "fieldId": "5fe20ad11906453f8db291d834e3d130",
            "fieldType": 1,
            "fieldVariable": "customField102",
            "title": "在线会话id 附截图",
            "value": "驱蚊器"
        },
        {
            "fieldId": "01c370c4eac64be7a7b784208e9d15ae",
            "fieldType": 10,
            "fieldVariable": "customField120",
            "title": "333",
            "value": "[[{"id":"9521446615114883a8a091f41a6b576d","text":"","value":""}]]"
        }
    ],
    "ticketId": "c3f25978eb5d4d4e95f02f1db570a1b7",
    "startName": "张三"
}

2.20、查询工单列表

接口说明：

接口说明：按照工单创建时间段查询工单列表信息。

请求方式：

GET

请求地址：

/api/ws/5/ticket/query_tickets

请求参数：

返回参数：

items集合：

请求示例

curl -H 'token:4ac37cb2e9c740dba4b75a34d5358802' https://www.sobot.com/api/ws/5/ticket/query_tickets? create_start_datetime=2018-09-18 00:00:00&create_end_datetime=2018-09-18 23:59:59

返回示例：
 {
    "items": [
        {
            "create_datetime": "2018-09-18 09:10:05",
            "deal_group_name": "",
            "deal_agent_name": "",
            "start_name": "测试标签",
            "start_type": "1",
            "ticket_code": "20190912000007",
            "ticket_content": "测试工单",
            "ticket_from": "1",
            "ticket_level": "0",
            "ticket_status": "1",
            "ticket_title": "测试工单",
            "ticket_type_name": "售后",
            "ticketid": "b6dacd72a5cf4e2999e78a18a9126c72",
            "update_datetime":"2018-09-18 09:15:55",
            "user_nick": "测试标签",
			  "evaluation_datetime":"2018-09-18 09:15:55",
			  "score":1,
			  "remark":"问题解决地非常快，果断好评"
        },
        {
            "create_datetime":"2018-09-18 08:14:05",
            "deal_group_name": "",
            "deal_agent_name": "",
            "start_name": "测试标签",
            "start_type": "1",
            "ticket_code": "20190912000006",
            "ticket_content": "测试工单",
            "ticket_from": "1",
            "ticket_level": "0",
            "ticket_status": "1",
            "ticket_title": "测试工单",
            "ticket_type_name": "咨询/咨询1/咨询2",
            "ticketid": "266a341702ef40d595915a3c19676745",
            "update_datetime":""2018-09-18 08:20:05"",
            "user_nick": "测试标签"
        },
        {
            "create_datetime":"2018-09-18 07:34:25",
            "deal_group_name": "123",
            "deal_agent_name": "ming",
            "start_name": "智齿测试12",
            "start_type": "0",
            "ticket_code": "20190912000003",
            "ticket_content": "<p>34433434</p>",
            "ticket_from": "0",
            "ticket_level": "0",
            "ticket_status": "0",
            "ticket_title": "4343",
            "ticket_type_name": "其他",
            "ticketid": "f294176887284c5597794c636d5a1bfe",
            "update_datetime":"2018-09-18 07:54:35",
            "user_emails": "wangxun0104@hotmail.com",
            "user_name": "王迅",
            "user_nick": "王迅",
            "user_tels": "18280240680"
        }
    ],
    "page_count": 1,
    "page_no": 1,
    "page_size": 15,
    "ret_code": "000000",
    "ret_msg": "操作成功",
    "total_count": 3
}

2.21、工单回复信息删除

接口说明：

接口说明：删除工单的回复信息。

请求方式：

POST

请求地址：

/api/ws/5/ticket/del_reply_infos

请求参数：

返回参数：

请求示例：

curl https://www.sobot.com/api/ws/5/ticket/del_reply_infos -X POST -H 'content-type: application/json' 
-H 'token:4ac37cb2e9c740dba4b75a34d5358802' 
-d '{
        "ticketid":" e1ccfd1725074f868d9e14dde5853d3d",
        "agentid":"0a37c8156d094311890e48fbc06501c4",
        "replyid":"c11897076adc4dd98f7a64f026fc2632"
    }'				

返回示例：

{
   "ret_code": "000000",
   "ret_msg": "操作成功"
}

3、工单消息转发

接口说明：

推送工单信息

访问方式：

详见回调消息参数说明， 点击此处跳转

3.1、工单信息

3.1.1content对象

extend_fields_list集合

partner_fields_list集合

3.1.2返回内容

3.1.3返回示例

非催单信息

{
    "sys_code": "4",
    "type": "ticket",
    "content": [
        {
            "companyid": "5cc2c708202d4defaf72d4bcac362a55",
            "ticketid": "56b7954e8ff1428ea39cd5a8136de9e1",
            "ticket_code": "20191111000001",
            "ticket_title": "测试工单",
            "ticket_content": "测试工单",
            "ticket_type_name": "咨询",
            "ticket_status": "0",
            "ticket_level":"0",
            "ticket_from":"0",
            "file_str": "",
            "deal_groupid": "5436dc5288b645188aedc2a21f66a4ba",
            "deal_group_name": "咨询客服组",
            "deal_agentid": "0a37c8156d094311890e48fbc06501c4",
            "deal_agent_name": "ming",
            "copy_agent": "",
            "hope_accept_time": "2019-11-11 13:01:30",
            "hope_complete_time": "2019-11-11 13:05:00",
            "userid": "3dff300e008f4c4a8c399751ddb7b8cc",
            "user_nick": "北京客户",
            "partnerid": "",
            "recordid": "",
            "reply_content": "回复工单",
            "update_name": "客服一",
            "update_time": "2019-11-11 12:00:30",
            "create_time": "2019-11-11 12:00:30",
            "is_reminder": "0",
            "reply_type": "0",
            "start_type": "0",
            "extend_fields_list": [ 
                {
                    "fieldid": "1",
                    "field_type": 1,
                    "field_text": "",
                    "field_name": "微信",
                    "field_value": "21332112"
                },
                {
                    "fieldid": "4",
                    "field_type": 6,
                    "field_text": "下拉一",
                    "field_name": "下拉列表",
                    "field_value": "500862697708553"  
                }
            ],
            "partner_fields_list": [ 
                {
                    "fieldid": " a974d9ac9cbc43388f80e6e8c968ddc9 ",
                    "field_value ": " http://www.sobot.com",
                    "field_name": "商品链接"
                },
                {
                    "fieldid": " 1b17bbfa1e48447ebfce11a66ff5d802 ",
                    "field_name": "商品备注",
                    "field_value": " 1500元"          
                }
            ]
        }
    ]
}

催单信息

{
    "sys_code": "4",
    "type": "ticket",
    "content": [
        {
            "companyid": "5cc2c708202d4defaf72d4bcac362a55",
            "ticketid": "56b7954e8ff1428ea39cd5a8136de9e1",
            "ticket_code": "20191111000001",
            "is_reminder": "1",
            "reminder_remark": "回复工单",
            "reminder_agentid": "0a37c8156d094311890e48fbc06501c4",
            "reminder_agent_name": "客服一",
            "reminder_time": "2020-04-20 12:00:30",
            "update_time": "2020-04-20 12:00:30"
        }
    ]
}

删除回复信息

{
    "sys_code": "4",
    "type": "ticket",
    "content": [
        {
            "companyid": "5cc2c708202d4defaf72d4bcac362a55",
            "ticketid": "48156b2a93154bd19edeb45245018d6e",
            "ticket_code": "20201221000001",
            "del_reply": "1",
            "del_reply_agentid": "0a37c8156d094311890e48fbc06501c4",
            "del_reply_agent_name": "客服一",
            "del_reply_time": "2020-12-21 12:00:30",
            "replyid": "0a37c8156d094311890e48fbc07891a4",
            "reply_type": "0",
            "reply_name": "工单客服",
            "reply_time": "2020-12-21 10:00:30",
            "reply_obj": "工单客服二",
            "reply_content": "测试"
        }
    ]
} 

请求响应示例

按此响应示例对接可进行消息确认，便于双方统计到的数据进行对比

 { 
     "data":{ 
        "receiveTime":"20191209115658" 
     }, 
     "retCode":"000000", 
     "retMsg":"数据接收成功" 
}
//retCode返回000000时，表示数据接收成功 retMsg 和 data 为可选字段，备用，可以为空，例如: { "data":{}, "retCode":"000000", "retMsg":"" }

4、错误编码

4.1、操作成功

业务操作成功。

4.2、系统异常

系统服务异常。

4.3、业务异常

业务异常。