Get Service Tickets

Last Updated on : 2024-06-26 09:28:22Copy for LLMView as MarkdownDownload PDF

Get users' service tickets on pages based on the product ID. You can query the service tickets by their types and status.

API address

GET: /v1.0/iot-01/ticket/feedbacks

Request parameter

Parameter name	Type	IN	Required	Description
req	PageQueryOrderReqVO	query	true	The request parameters to query ticket information.

Description of req

Parameter name	Type	Required	Description
product_id	String	false	The product IDs. Multiple IDs are separated by a comma (,).
cate_path	String	false	The ID of the specified service ticket type.
in_state_list	String	false	The enumeration values of status, separated with commas (,). `Finished`: The service ticket is finished. `PendingUserFeedback`: The user has not submitted a service ticket yet. `PendingUserConfirm`: The service ticket is to be confirmed by the user. `Cancelled`: The service ticket is canceled. `Processing`: The service ticket is being processed. `WaitingForDistribute`: The service ticket is to be allocated. `Pending`: The service ticket is pending processing.
page_no	Integer	false	The current page number.
page_size	Integer	false	The number of items returned on each page.

Return parameter

Parameter name	Type	Description
result	PageVO	The returned result.

Description of result

Parameter name	Type	Description
total	Integer	The total number of matched results.
page_size	Integer	The number of items returned on each page.
page_no	Integer	The current page number.
list	List	The list of data on pages.
has_more	Boolean	Indicates whether additional pages are available.

Description of list

Parameter name	Type	Description
ticket_no	String	The number of the specified service ticket.
create_time	Long	The time when a service ticket is created.
update_time	Long	The time when a service ticket is updated.
state_code	String	The status of the specified service ticket.
state_name	String	The name of the specified status.
ticket_type	String	The type of the specified service ticket.
handler_owner	String	The account that has permission to handle the service ticket.
handler_owner_nick_name	String	The nickname of the account that has permission to handle the service ticket.
owner_enterprise_name	String	The company name on the Tuya Developer Platform, which is linked with the account that has permission to handle the service ticket.
handler_enterprise_name	String	The company name on the Tuya Developer Platform, which is linked with the current assignee.
handler	String	The current assignee to whom the service ticket is assigned.
handler_nick_name	String	The nickname of the current assignee.
description	String	The description of details.
app_name	String	The name of the specified application.
product_name	String	The product name.
user_account	String	The user account.
evaluation_star	Integer	The review ratings.
evaluation_problem_solve	Boolean	Indicates whether the user's problem is resolved.
new_reply	Integer	The number of new replies from the user.
main_acct_id	String	The account that submits the service ticket.
is_operate	Boolean	Specifies whether the account has operation permission.

Request example

GET: /v1.0/iot-01/ticket/feedbacks?productId=testxxxx&pageSIze=10&pageNo=1

Return example

{
    "result": {
        "page_no": 1,
        "list": [
            {
                "ticket_type": "General service support/Device problems/Offline",
                "handler": "iotplatf***@yopmail.com",
                "create_time": 1638255813812,
                "handler_nick_name": "This is a nickname",
                "evaluation_star": -1,
                "handler_owner_nick_name": "Nickname",
                "description": "Test reply",
                "is_operate": true,
                "product_name": "DIY Light Panel",
                "app_name": "Test apps",
                "owner_enterprise_name": "Tuya Smart",
                "update_time": 1638356077881,
                "handler_owner": "sun***@tuya.com",
                "main_acct_id": "ay15220305101785****",
                "ticket_no": "FBAY2021113****",
                "handler_enterprise_name": "Hangzhou Tuya Information Technology Co., Ltd.",
                "user_account": "",
                "state_code": "Processing",
                "new_reply": 0
            }
        ],
        "total": 8,
        "has_more": true
    },
    "t": 1638871293544,
    "success": true
}

Error code

For more information, see error code.

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