Managing Tickets

const url = new URL('https://panel.example.com/api/v1/admin/tickets');
url.searchParams.set('status', 'waiting');

const res  = await fetch(url, {
  headers: { Authorization: `Bearer ${apiKey}` },
});
const body = await res.json();

$ch = curl_init('https://panel.example.com/api/v1/admin/tickets?' . http_build_query(['status' => 'waiting', 'limit' => 25]));
curl_setopt_array($ch, [
    CURLOPT_RETURNTRANSFER => true,
    CURLOPT_HTTPHEADER     => ['Authorization: Bearer ' . $apiKey],
]);

$body = json_decode(curl_exec($ch), true);
curl_close($ch);

// On an encrypted reply the preview text arrives EMPTY; ciphertext never enters a list.
$rows = Api::Tickets()->GetTickets([], ['status' => 'waiting'])['data'];
$prev = $rows[0]['last_reply']['message'] ?? null;

const res = await fetch('https://panel.example.com/api/v1/admin/tickets', {
  method: 'POST',
  headers: {
    Authorization: `Bearer ${apiKey}`,
    'Content-Type': 'application/json',
  },
  body: JSON.stringify({
    client_id: 2,
    subject: 'Welcome aboard',
    message: 'Hi {FULL_NAME}, your service {SERVICE} is ready.',
    department_id: 4,
  }),
});

const body = await res.json();

$ch = curl_init('https://panel.example.com/api/v1/admin/tickets');
curl_setopt_array($ch, [
    CURLOPT_RETURNTRANSFER => true,
    CURLOPT_POST           => true,
    CURLOPT_HTTPHEADER     => [
        'Authorization: Bearer ' . $apiKey,
        'Content-Type: application/json',
    ],
    CURLOPT_POSTFIELDS => json_encode([
        'client_id'     => 2,
        'subject'       => 'Welcome aboard',
        'message'       => 'Hi {FULL_NAME}, your service {SERVICE} is ready.',
        'department_id' => 4,
    ]),
]);

$body = json_decode(curl_exec($ch), true);
curl_close($ch);

// Opening a ticket MAILS THE CLIENT; in an import loop every record means one more message.
Api::Tickets()->CreateTicket([
    'client_id' => $uid,
    'subject'   => $subject,
    'message'   => 'Hi {FULL_NAME}, your service {SERVICE} is ready.',
]);

const res  = await fetch(`https://panel.example.com/api/v1/admin/tickets/${id}`, {
  headers: { Authorization: `Bearer ${apiKey}` },
});
const body = await res.json();

$ch = curl_init('https://panel.example.com/api/v1/admin/tickets/' . $id);
curl_setopt_array($ch, [
    CURLOPT_RETURNTRANSFER => true,
    CURLOPT_HTTPHEADER     => ['Authorization: Bearer ' . $apiKey],
]);

$body = json_decode(curl_exec($ch), true);
curl_close($ch);

// The detail CARRIES NO MESSAGES; replies, notes and history come from their own endpoints.
$ticket = Api::Tickets()->GetTicket(['id' => $id])['data'];

const res = await fetch(`https://panel.example.com/api/v1/admin/tickets/${id}`, {
  method: 'PATCH',
  headers: {
    Authorization: `Bearer ${apiKey}`,
    'Content-Type': 'application/json',
  },
  body: JSON.stringify({ status: 'solved', priority: 3 }),
});

const { meta } = await res.json();
console.log(meta.applied);

$ch = curl_init('https://panel.example.com/api/v1/admin/tickets/' . $id);
curl_setopt_array($ch, [
    CURLOPT_RETURNTRANSFER => true,
    CURLOPT_CUSTOMREQUEST  => 'PATCH',
    CURLOPT_HTTPHEADER     => [
        'Authorization: Bearer ' . $apiKey,
        'Content-Type: application/json',
    ],
    CURLOPT_POSTFIELDS => json_encode(['status' => 'solved', 'priority' => 3]),
]);

$body = json_decode(curl_exec($ch), true);
curl_close($ch);

// Sending the same value is a NO-OP; meta.applied tells you what really changed.
$r = Api::Tickets()->UpdateTicket(['id' => $id, 'status' => 'solved']);
$changed = $r['meta']['applied'];

const res = await fetch(`https://panel.example.com/api/v1/admin/tickets/${id}`, {
  method: 'DELETE',
  headers: { Authorization: `Bearer ${apiKey}` },
});

const body = await res.json();

$ch = curl_init('https://panel.example.com/api/v1/admin/tickets/' . $id);
curl_setopt_array($ch, [
    CURLOPT_RETURNTRANSFER => true,
    CURLOPT_CUSTOMREQUEST  => 'DELETE',
    CURLOPT_HTTPHEADER     => ['Authorization: Bearer ' . $apiKey],
]);

$body = json_decode(curl_exec($ch), true);
curl_close($ch);

// There is NO wastebasket: replies, attachments and custom field files all go with it.
Api::Tickets()->DeleteTicket(['id' => $id]);

const res  = await fetch(`https://panel.example.com/api/v1/admin/tickets/${id}/history`, {
  headers: { Authorization: `Bearer ${apiKey}` },
});
const body = await res.json();

$ch = curl_init('https://panel.example.com/api/v1/admin/tickets/' . $id . '/history');
curl_setopt_array($ch, [
    CURLOPT_RETURNTRANSFER => true,
    CURLOPT_HTTPHEADER     => ['Authorization: Bearer ' . $apiKey],
]);

$body = json_decode(curl_exec($ch), true);
curl_close($ch);

// The event name is a RAW key; turning it into readable text is your screen's job.
$events = Api::Tickets()->GetTicketHistory(['id' => $id])['data'];

const res = await fetch('https://panel.example.com/api/v1/admin/tickets/bulk', {
  method: 'POST',
  headers: {
    Authorization: `Bearer ${apiKey}`,
    'Content-Type': 'application/json',
  },
  body: JSON.stringify({ ids: [405, 406], action: 'close' }),
});

const body = await res.json();

$ch = curl_init('https://panel.example.com/api/v1/admin/tickets/bulk');
curl_setopt_array($ch, [
    CURLOPT_RETURNTRANSFER => true,
    CURLOPT_POST           => true,
    CURLOPT_HTTPHEADER     => [
        'Authorization: Bearer ' . $apiKey,
        'Content-Type: application/json',
    ],
    CURLOPT_POSTFIELDS => json_encode(['ids' => [405, 406], 'action' => 'close']),
]);

$body = json_decode(curl_exec($ch), true);
curl_close($ch);

// The password step the panel asks for before deleting is NOT here; scope is the only gate.
Api::Tickets()->BulkTicketActions(['ids' => $ids, 'action' => 'close']);

const res = await fetch('https://panel.example.com/api/v1/admin/tickets/merge', {
  method: 'POST',
  headers: {
    Authorization: `Bearer ${apiKey}`,
    'Content-Type': 'application/json',
  },
  body: JSON.stringify({ ids: [419, 418] }),
});

const { meta } = await res.json();
console.log(meta.primary_id);   // 418

$ch = curl_init('https://panel.example.com/api/v1/admin/tickets/merge');
curl_setopt_array($ch, [
    CURLOPT_RETURNTRANSFER => true,
    CURLOPT_POST           => true,
    CURLOPT_HTTPHEADER     => [
        'Authorization: Bearer ' . $apiKey,
        'Content-Type: application/json',
    ],
    CURLOPT_POSTFIELDS => json_encode(['ids' => [419, 418]]),
]);

$body = json_decode(curl_exec($ch), true);
curl_close($ch);

// YOU DO NOT PICK the main ticket: the lowest number wins and the rest are folded in.
$r = Api::Tickets()->MergeTickets(['ids' => [419, 418]]);
$primary = $r['meta']['primary_id'];   // 418

const res = await fetch(`https://panel.example.com/api/v1/admin/tickets/${id}/split`, {
  method: 'POST',
  headers: {
    Authorization: `Bearer ${apiKey}`,
    'Content-Type': 'application/json',
  },
  body: JSON.stringify({
    reply_ids: [846, 847],
    subject: 'Billing question split out',
    department_id: 4,
  }),
});

const body = await res.json();

$ch = curl_init('https://panel.example.com/api/v1/admin/tickets/' . $id . '/split');
curl_setopt_array($ch, [
    CURLOPT_RETURNTRANSFER => true,
    CURLOPT_POST           => true,
    CURLOPT_HTTPHEADER     => [
        'Authorization: Bearer ' . $apiKey,
        'Content-Type: application/json',
    ],
    CURLOPT_POSTFIELDS => json_encode([
        'reply_ids'     => [846, 847],
        'subject'       => 'Billing question split out',
        'department_id' => 4,
    ]),
]);

$body = json_decode(curl_exec($ch), true);
curl_close($ch);

// The replies MOVE rather than copy: they no longer appear on the source ticket.
$new = Api::Tickets()->SplitTicket([
    'id'        => $id,
    'reply_ids' => $ids,
    'subject'   => 'Billing question split out',
])['data'];