Tickets

Fetch all data related to ImBox Ticket.

Important Notes

When using insertTicket you will bypass mail flow. This means for example any automatic labeling usually done by mail flow will not work on these tickets.

listTickets

Get tickets within a given timespan. If more than limit tickets exist, the next result set can be fetched using the href in ”next”.

Parameters

Name	Type	Description
apiKey*	String	Your API key
userId*	String	Your userId
limit	Integer	Number of tickets to return
updatedAfter	String	Format: YYYY-MM-DD
updatedBefore	String	Format: YYYY-MM-DD
latestUpdatedAfter	String	Format: YYYY-MM-DD
latestUpdatedBefore	String	Format: YYYY-MM-DD
fromEmail	String	Email adress
status	String	One of: ”new” OR ”reply” OR ”pending” OR ”solved” OR ”closed” OR ”on-hold”
fileType	String	Response type: ”csv” OR ”json”
cursorId	Number	Cursor for next result set
cursorUpdated	Number	Cursor for next result set

Usage

curl -X GET "https://apiv2.imbox.io/message/listTickets/apiKey/userId?updatedAfter=2020-01-01&limit=2"

Response

{
  "result": "success",
  "json": [
    {
      "sid": 1,
      "inboxName": "Support",
      "ticketID": 1,
      "status": "pending",
      "subject": "Re: Booking",
      "fromEmail": "john.doe@example.org",
      "labels": ["label1", "label2"],
      "createdDate": "2020-01-01T00:00:00.000Z",
      "updatedDate": "2020-01-01T00:00:00.000Z",
      "latestUpdated": "2020-01-01T00:00:00.000Z"
    },
    {
      "sid": 1,
      "inboxName": "Info",
      "ticketID": 2,
      "status": "new",
      "subject": "My booking",
      "fromEmail": "john.doe@example.org",
      "labels": [],
      "createdDate": "2020-01-01T00:00:00.000Z",
      "updatedDate": "2020-01-01T00:00:00.000Z",
      "latestUpdated": "2020-01-01T00:00:00.000Z"
    }
  ],
  "length": 2,
  "next": "https://apiv2.imbox.io/message/listTickets/apiKey/userId?updatedAfter=2020-01-01&limit=2&cursorId=2&cursorUpdated=1686819359320"
}

API key scope access

Scope	Access
Tickets	Read

grabTicket

Get a ticket.

Parameters

Name	Type	Description
apiKey*	String	Your API key
userId*	String	Your userId
ticketId	String	Requested ticket id

Usage

curl -X GET "https://apiv2.imbox.io/message/grabTicket/apiKey/userId/ticketId"

Response

{
  "result": "success",
  "json": [
    {
      "sid": 1,
      "ticketID": "1",
      "from": "john.doe@example.org",
      "fromName": "John",
      "agentID": 1, // Null if not sent by agent
      "messageType": "external", // External / Internal / Log
      "messagePlain": "Hello", // Plain text content
      "messageHtml": "<p>Hello</p&gt", // Raw HTML content
      "date": "2020-01-01T00:00:00.000Z" // Sent time
    }
  ],
  "length": 1,
  "meta": {
    "tags": [{ "tag": "tag name" }],
    "labels": [{ "label": "label name" }],
    "linkedTickets": [{ "ticketId": 123 }],
    "ticketStatus": "pending",
    "assignedAgents": [
      {
        "id": 7878,
        "agentName": "Agent1 Name",
        "agentEmail": "agent1@company.com"
      },
      {
        "id": 7979,
        "agentName": "Agent2 Name",
        "agentEmail": "agent2@company.com"
      }
    ]
  }
}

API key scope access

Scope	Access
Tickets	Read

insertTicket

Create a ticket.

Parameters

Name	Type	Description
apiKey*	String	Your API key
userId*	String	Your userId

Body

Name	Type	Description
fromEmail*	String	Ex. "john.doe@example.org"
fromName	String	Ex. "John"
toEmail*	String	Email connected to your ImBox account. "info@your-company.com"
subject*	String	Ticket subject
message*	String	Ticket content
appendOpenTicket	Boolean	Append to already open ticket from same sender? Default: true
ticketId	String	Append message to a specific ticket (ticket cannot be deleted)
messageType	String	Add "internal" to create a new ticket with a private note as first message. Or create a message to existing ticket. Default: "external"
status	String	One of: "new" OR "reply" OR "pending" OR "solved" OR "closed" OR "on-hold"
autoReply	Boolean	Send auto reply to "fromEmail" (if auto replies are activated on your ticket mailbox). Default: true
labels	Array<String>	Adding label names on Ticket. Ex. "Support"
attachments	Array<String>	Adding uploaded files to ticket. Total file size limit of 50 MB. Ex: ["https://yourfile.com", "https://yourfile2.com"]

Usage

curl -X POST -H "Content-Type: application/json" -d @ticket.json "https://apiv2.imbox.io/message/insertTicket/<apiKey>/<userId"

ticket.json

{
  "fromEmail": "john.doe@example.com",
  "toEmail": "info@your-company.se",
  "subject": "My subject",
  "message": "My message"
}

Response

{
  "result": "success",
  "json": {
    "ticketID": 1234
  }
}

API key scope access

Scope	Access
Tickets	Write

listTicketsEmails

Lists all email addresses for sent and received mails within a timespan. If more than limit emails exist, the next result set can be fetched using the href in ”next”.

Parameters

Name	Type	Description
apiKey*	String	Your API key
userId*	String	Your userId
limit	Integer	Number of emails to return
startTime*	String	Format: YYYY-MM-DD
endTime*	String	Format: YYYY-MM-DD
timezone	String	”Europe/Stockholm” – Default: Europe/Stockholm
fileType	String	”csv” OR ”json” Default: ”json”
cursorId	Integer	Cursor for next result set
cursorCreated	Integer	Cursor for next result set

Usage

curl -X GET "https://apiv2.imbox.io/message/listTicketsEmails/apiKey/userId?startTime=2020-01-01&endTime=2020-01-02&limit=2"

Response

{
  "result": "success",
  "json": [
    {
      "createdDate": "2020-01-01T00:00:00.000Z",
      "inboxName": "Company Support",
      "from": { "address": "agent@example.org", "name": "agent" },
      "ticketID": 1,
      "to": [{ "address": "customer@example.org" }],
      "cc": [],
      "bcc": []
    },
    {
      "createdDate": "2020-01-01T00:00:00.000Z",
      "inboxName": "Company Support",
      "from": { "address": "agent2@example.org", "name": "Agent 2" },
      "ticketID": 2,
      "to": [{ "address": "another-customer@example.org" }],
      "cc": [{ "address": "ccd@example.org" }],
      "bcc": []
    }
  ],
  "next": "https://apiv2.imbox.io/message/listTicketsEmails/apiKey/userId?startTime=2020-01-01&endTime=2020-01-02&limit=2&cursorId=1234&cursorCreated=1577836800000",
  "length": 2
}

API key scope access

Scope	Access
Tickets	Read