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Ticket events

Below is an overview of the different webhook payloads that customers can receive for ticket events from the Cue platform. The key ticket events include ticket_created, ticket_closed, and ticket_updated. Each event provides a specific payload that contains relevant information about the ticket's status and associated data.

info

contact.phoneNumber is omitted for a WhatsApp customer who has hidden their phone number. See WhatsApp usernames and BSUIDs.

Ticket created​

When a ticket is created, a webhook is triggered with the following payload:

{
  "createdAt": "2024-06-25T21:21:40.575968742Z",
  "trigger": "ticket_created",
  "webhookVersion": "1.0.0",
  "event": {
    "eventType": "ticket_created",
    "channelUuid": "ff03aa48-c01c-4304-b53a-fe90f4b5615a",
    "sessionUuid": "ff14a27b-551c-48f7-ab0a-38fc71ce2fee",
    "ticket": {
      "uuid": "ff11e1a7-9605-49c9-b84f-9b5a61d21af9",
      "shortId": "CUE-123",
      "assignee": {
        "name": "Alex Morgan",
        "email": "alex@company.com"
      },
      "team": {
        "name": "Support",
        "uuid": "ff10ad69-1311-42ea-b482-3e0040155a10",
        "externalUniqueIdentifier": "SUPPORT-01"
      },
      "contact": {
        "firstname": "Evans",
        "lastname": "Shaw",
        "email": "test@cue.com",
        "phoneNumber": "27734378471",
        "clientReference": "cue1@test.com",
        "externalContactId": "cue1@test.com"
      }
    }
  }
}

Ticket closed​

When a ticket is closed, a webhook is triggered with the following payload:

{
  "createdAt": "2024-06-25T21:21:40.575968742Z",
  "trigger": "ticket_closed",
  "webhookVersion": "1.0.0",
  "event": {
    "eventType": "ticket_closed",
    "channelUuid": "ff033ebd-ac63-4fd4-bea1-d63b363478f2",
    "sessionUuid": "ff14a27b-551c-48f7-ab0a-38fc71ce2fee",
    "ticket": {
      "uuid": "ff11e1a7-9605-49c9-b84f-9b5a61d21af9",
      "shortId": "CUE-123",
      "assignee": {
        "name": "Alex Morgan",
        "email": "alex@company.com"
      },
      "closedBy": {
        "name": "Alex Morgan",
        "email": "alex@company.com"
      },
      "team": {
        "name": "Support",
        "uuid": "ff10ad69-1311-42ea-b482-3e0040155a10"
      },
      "tags": [
        {
          "name": "General enquiry",
          "uuid": "ff17b4eb-9901-42ea-ad32-3e00649bda10"
        }
      ],
      "contact": {
        "firstname": "Evans",
        "lastname": "Shaw",
        "email": "test@cue.com",
        "phoneNumber": "27734378471",
        "clientReference": "cue1@test.com",
        "externalContactId": "cue1@test.com"
      }
    }
  }
}

Ticket updated​

The ticket_updated event can trigger several different payloads based on the type of update.

{
  "createdAt": "2024-10-21T13:52:27.966704382Z",
  "trigger": "ticket_updated",
  "webhookVersion": "1.0.0",
  "event": {
    "eventType": "first_response",
    "channelUuid": "ff03aa48-c01c-4304-b53a-fe90f4b5615a",
    "sessionUuid": "ff143f26-f678-4b02-929e-16d24cbb8295",
    "ticket": {
      "uuid": "ff114d61-8d35-415e-ad69-72bec566d265",
      "shortId": "CUE-123",
      "assignee": {
        "name": "Alex Morgan",
        "email": "alex@company.com"
      },
      "team": {
        "name": "Support",
        "uuid": "ff10b901-5ff2-4ec5-86ce-84decc456a5d",
        "externalUniqueIdentifier": "SUPPORT-01"
      },
      "tags": [],
      "firstResponseTime": "2024-10-21T13:52:27",
      "contact": {
        "firstname": "Evans",
        "lastname": "Shaw",
        "email": "test@cue.com",
        "phoneNumber": "27734378471",
        "clientReference": "cue1@test.com",
        "externalContactId": "cue1@test.com"
      }
    }
  }
}