Ticketing
Overview
The StackOne unified API simplifies ticket management across diverse helpdesk platforms, handling variations in ticket workflows, priority systems, and status tracking while supporting customer-specific routing rules. It enables seamless ticket assignment and status updates without relying on provider-specific ticket schemas. With 2-way API interaction, support and service desk systems can efficiently manage tickets from multiple sources through a single integration.
Benefits of the Ticketing API
Here are some benefits of using our Ticketing API that simplifies and enhances support desk management:
Key Features
Feature | Description |
---|---|
Ticket Management | Easily create and update tickets across multiple helpdesk platforms with unified fields |
Real-Time Data Synchronization | Keep ticket status, comments, and resolutions synchronized across all integrated systems |
Real-Time Webhooks | Receive instant notifications for ticket updates, comments, and status changes |
Monitor and Alerting | Monitor ticket status and performance with alerts and notifications |
Entity Model and Relationships
The following diagram illustrates the key entities within the Ticketing API:
Entity Definitions
Entity | Description |
---|---|
Collection | A hierarchical grouping of tickets or other collections. |
Tickets | Core support requests containing details about customer issues or service requests |
Comments | Communications and updates related to tickets, including internal notes and customer replies |
Attachments | Files and documents associated with tickets or comments |