The Zenvia Customer Cloud Tickets API allows you to access ticket data generated in your operation in an automated way. With it, you can retrieve information about support tickets, such as status, dates, source channel, assigned agent, and other details.
In this article, learn the main concepts, how the ticket structure works, and how to use the query API.
📄 API Technical Documentation |
Available Features
With the Tickets Query API, you can:
- List tickets: Retrieve all tickets based on filters like status, date, channel, agent, among others.
- Retrieve a specific ticket: Get full details of a ticket using its identifier (ID).
- Get operational data: Use ticket information for reports, analysis, or integration with other systems.
💡 Tip: Use this API to retrieve existing tickets and integrate this information into your own systems, such as dashboards, CRMs, or internal analysis tools.
Authentication
API access is done through an Authentication Token, ensuring security in requests.
If you don’t have a token yet, check our article: Tokens and webhooks for using in the APIs.
Main Concepts
Before using the Tickets API, it’s important to understand some concepts that are part of how tickets work in Zenvia Customer Cloud.
Concept | Description |
Ticket | A record of a customer service interaction, including data like customer, channel, status, and interactions. |
Ticket ID | Unique identifier for the ticket, used to retrieve specific details via API. |
Status | The current stage of the ticket (Open, In progress, Resolved, etc.). |
Channel | The source of the interaction (Chat, Email, or Agent). |
Attributes | Data associated with the ticket, such as customer name, category, priority, and agent. |
When to use this API?
- To generate customized ticket reports.
- To monitor customer service tickets in real-time from your own systems.
- To combine ticket data with other internal systems (CRM, ERP, BI, etc.).
- For ticket monitoring and tracking operational metrics.