查询全部工单详情

该接口用于获取全部工单详情。仅支持自建应用。

服务台请求Header中还需添加“服务台token”参数：

Key: X-Lark-Helpdesk-Authorization

Value: base64(helpdesk_id:helpdesk_token)，通过base64加密将helpdesk_id和helpdesk_token用':'连接而成的字符串。

错误码

HTTP状态码	错误码	描述	排查建议
400	154000	Bad request, please check your request body	请求不合法，请检查参数
500	155000	Internal error	内部错误，请联系我们
401	154001	Unauthorized, please check you have the correct access	检查Authorization 和 X-Lark-Helpdesk-Authorization 是否正确，应用和服务台属于同一租户

curl --location --request GET 'https://open.feishu.cn/open-apis/helpdesk/v1/tickets?ticket_id=&agent_id=&closed_by_id=&type=&channel=&solved=&score=&status_list=&guest_name=&guest_id=&tags=&page=&page_size=&create_time_start=&create_time_end=&update_time_start=&update_time_end=' \ --header 'Authorization;'

{ "code": 0, "msg": "success", "data": { "total": 100, "tickets": [ { "ticket_id": "6626871355780366331", "helpdesk_id": "6626871355780366330", "guest": { "id": "ou_37019b7c830210acd88fdce886e25c71", "avatar_url": "https://xxxx", "name": "abc", "email": "xxxx@abc.com", "department": "用户部门名称(有权限才展示)", "city": "城市", "country": "国家" }, "comments": { "content": "备注内容", "created_at": "备注时间", "id": "备注id", "user_avatar_url": "备注人头像", "user_name": "备注人姓名", "user_id": "备注人id" }, "ticket_type": 1, "status": 50, "score": 1, "created_at": 1616920429000, "updated_at": 1616920429000, "closed_at": 1616920429000, "dissatisfaction_reason": { "zh_cn": "答案看不懂", "en_us": "I don't understand", "ja_jp": "回答が複雑すぎる" }, "agents": [ { "id": "ou_37019b7c830210acd88fdce886e25c71", "avatar_url": "https://xxxx", "name": "abc", "email": "xxxx@abc.com", "department": "用户部门名称(有权限才展示)", "city": "城市", "country": "国家" } ], "channel": 0, "solve": 1, "closed_by": { "id": "ou_37019b7c830210acd88fdce886e25c71", "avatar_url": "https://xxxx", "name": "abc", "email": "xxxx@abc.com", "department": "用户部门名称(有权限才展示)", "city": "城市", "country": "国家" }, "collaborators": [ { "id": "ou_37019b7c830210acd88fdce886e25c71", "avatar_url": "https://xxxx", "name": "abc", "email": "xxxx@abc.com", "department": "用户部门名称(有权限才展示)", "city": "城市", "country": "国家" } ], "customized_fields": [ { "id": "123", "value": "value", "key_name": "key", "display_name": "display name", "position": 1, "required": true, "editable": true } ], "agent_service_duration": 42624.95, "agent_first_response_duration": 123869, "bot_service_duration": 1, "agent_resolution_time": 66, "actual_processing_time": 68, "agent_entry_time": 1636444596000, "agent_first_response_time": 1636444696000, "agent_last_response_time": 1636444796000, "agent_owner": { "id": "ou_37019b7c830210acd88fdce886e25c71", "avatar_url": "https://xxxx", "name": "abc", "email": "xxxx@abc.com", "department": "用户部门名称(有权限才展示)", "city": "城市", "country": "国家" } } ] } }

请求参数

Query 参数

ticket_id

string

可选

搜索条件：工单ID

示例值："123456"

agent_id

string

可选

搜索条件: 客服id

示例值："ou_b5de90429xxx"

closed_by_id

string

可选

搜索条件: 关单客服id

示例值："ou_b5de90429xxx"

type

integer

可选

搜索条件: 工单类型 1:bot 2:人工

示例值：1

channel

integer

可选

搜索条件: 工单渠道

示例值：0

solved

integer

可选

搜索条件: 工单是否解决 1:没解决 2:已解决

示例值：1

score

integer

可选

搜索条件: 工单评分

示例值：1

status_list

integer

可选

搜索条件: 工单状态列表

示例值：1

guest_name

string

可选

搜索条件: 用户名称

示例值："abc"

guest_id

string

可选

搜索条件: 用户id

示例值："ou_b5de90429xxx"

查询全部工单详情

错误码#

请求参数

返回响应

错误码