Requests

The Request model

Key

Type

Description

id

String

The unique identifier for the request which is given by Tiledesk.

request_id

String

A unique identifier for the request which is given to Tiledesk. It's an external id. Follow this pattern 'support-group-UUID'

first_text

String

the request first text.

department

Object

the department object selected for the request.

lead

Object

the lead involved in this request.

requester

Object

contains information about the user involved in this request.

participants

Array

The list of the identifier of the teammates or bots who participated in the request.

participatingAgents

Array

The list of the teammates who participated in the request.

participatingBots

Array

The list of the bots who participated in the request.

status

Number

The request status: UNSERVED : 100, SERVED : 200, CLOSED : 1000

sourcePage

String

The request source page.

language

String

The request language.

userAgent

String

The user agent.

tags

Array

A list of tags objects associated with the request.

notes

Array

A list of notes objects associated with the request.

rating

Number

The request rating. From 0 to 5.

rating_message

String

The rating message.

waiting_time

Number

Wait time is calculated as duration between the first visitor message in the chat and the first agent message.

closed_at

String

The time (ISO-8601 date string) when the request is closed (status = 1000).

transcript

String

The chat transcript.

attributes

Object

The custom attributes which are set for the request.

createdAt

String

The time (ISO-8601 date string) when the request was created.

updatedAt

String

The time (ISO-8601 date string) when the request was updated.

createdBy

String

The unique identifier of the row creator

id_project

String

The unique identifier of the project

You can use the API to get the request information.

get
Get all requests

https://api.tiledesk.com/v2/:project_id/requests
Allows an account to list all the requests for the project.
Request
Response
Request
Path Parameters
project_id
required
string
the Project Id is a unique code assigned to your project when you create it in Tiledesk.
Headers
Authorization
required
string
authorization token. Basic Auth or JWT
Query Parameters
sortField
optional
string
what field to sort the results by. default field is createdAt
direction
optional
string
sort direction: 1 (asc) or -1 (desc). Return the results in ascending (1) or descending (-1) order. defaults to desc (-1)
page
optional
number
what page of results to fetch. defaults to first page.
limit
optional
number
specify the maximum number of results to be returned. default is 40 rows
full_text
optional
string
make a fulltext search query
status
optional
string
filter by request status. Values: 100 for unserved requests, 200 for served requests, 1000 for closed requests, "all" to retrieve all statuses. Default value is status < 1000 so it returns all the opened requests.
dept_id
optional
string
filter by department id
lead
optional
string
filter by lead id
participant
optional
array
filter by participants (agent or bot)
Response
200: OK
{
"perPage":40,
"count":179,
"requests":[
{
"_id":"5c81593adf767b0017d1aa67",
"updatedAt":"2019-03-07T17:48:05.934Z",
"createdAt":"2019-03-07T17:47:38.405Z",
"request_id":"support-group-L_OG76RYhR0XFiMf2PK",
"requester_id":"5c81593adf767b0017d1aa66",
"first_text":"first text message",
"department":"5c34ba232c62730016da250e",
"sourcePage":"https://www.tiledesk.com",
"language":"it",
"userAgent":"Mozilla/5.0 (Macintosh; Intel Mac OS X 10_14_2) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/72.0.3626.119 Safari/537.36",
"id_project":"5b55e806c93dde00143163dd",
"createdBy":"5c81593adf767b0017d1aa66",
"__v":2,
"waiting_time":21709,
"agents":[
{
"__v":0,
"createdBy":"5aaa99024c3b110014b478f0",
"user_available":true,
"role":"admin",
"id_user":"5ab0f3fa57066e0014bfd71e",
"id_project":"5b55e806c93dde00143163dd",
"createdAt":"2018-10-03T14:40:19.521Z",
"updatedAt":"2019-03-07T17:47:38.405Z",
"_id":"5bb4d4d39214830015742b00"
}
],
"tags":[
],
"notes":[
{
"_id":"5e6ba903261616001752b9f4",
"text":"note 1",
"createdBy":"5aaa99024c3b110014b478f0",
"updatedAt":"2020-03-13T15:38:43.880Z",
"createdAt":"2020-03-13T15:38:43.880Z"
}
],
"participants":[
"5aaa99024c3b110014b478f0"
],
"status":200,
"lead":{..}
}
...
]
}

Example

curl -v -X GET -u andrea.leo@f21.it:123456 https://api.tiledesk.com/v2/5b55e806c93dde00143163dd/requests

get
Get a request by id

https://api.tiledesk.com/v2/:project_id/requests/:id
Fetches a request by his or her request_id
Request
Response
Request
Path Parameters
id
required
string
the request_id field. It's the external request identifier.
project_id
required
string
the Project Id is a unique code assigned to your project when you create it in Tiledesk.
Headers
Authorization
required
string
authorization token. Basic Auth or JWT
Response
200: OK
{
"_id":"5c81593adf767b0017d1aa67",
"updatedAt":"2019-03-07T17:48:05.934Z",
"createdAt":"2019-03-07T17:47:38.405Z",
"request_id":"support-group-L_OG76RYhR0XFiMf2PK",
"requester_id":"5c81593adf767b0017d1aa66",
"first_text":"first text message",
"department":"5c34ba232c62730016da250e",
"sourcePage":"https://www.tiledesk.com",
"language":"it",
"userAgent":"Mozilla/5.0 (Macintosh; Intel Mac OS X 10_14_2) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/72.0.3626.119 Safari/537.36",
"id_project":"5b55e806c93dde00143163dd",
"createdBy":"5c81593adf767b0017d1aa66",
"__v":2,
"waiting_time":21709,
"agents":[
{
"__v":0,
"createdBy":"5aaa99024c3b110014b478f0",
"user_available":true,
"role":"admin",
"id_user":"5ab0f3fa57066e0014bfd71e",
"id_project":"5b55e806c93dde00143163dd",
"createdAt":"2018-10-03T14:40:19.521Z",
"updatedAt":"2019-03-07T17:47:38.405Z",
"_id":"5bb4d4d39214830015742b00"
}
],
"tags":[
],
"notes":[
{
"_id":"5e6ba903261616001752b9f4",
"text":"note 1",
"createdBy":"5aaa99024c3b110014b478f0",
"updatedAt":"2020-03-13T15:38:43.880Z",
"createdAt":"2020-03-13T15:38:43.880Z"
}
],
"participants":[
"5aaa99024c3b110014b478f0"
],
"status":200,
"lead":{..}
}

Example:

curl -v -X GET -u andrea.leo@f21.it:123456 https://api.tiledesk.com/v2/5b55e806c93dde00143163dd/requests/support-group-L_OG76RYhR0XFiMf2PK

put
Close a request by id.

https://api.tiledesk.com/v2/:project_id/requests/:id/close
Request
Response
Request
Path Parameters
id
required
string
the request_id field. It's the external request identifier
project_id
required
string
the Project Id is a unique code assigned to your project when you create it in Tiledesk.
Headers
Authorization
required
string
authorization token. Basic Auth or JWT
Content-Type
required
string
use "application/json" value
Response
200: OK
{
"_id":"5c81593adf767b0017d1aa67",
"updatedAt":"2019-03-07T17:48:05.934Z",
"createdAt":"2019-03-07T17:47:38.405Z",
"request_id":"support-group-L_OG76RYhR0XFiMf2PK",
"requester_id":"5c81593adf767b0017d1aa66",
"first_text":"first text message",
"department":"5c34ba232c62730016da250e",
"sourcePage":"https://www.tiledesk.com",
"language":"it",
"userAgent":"Mozilla/5.0 (Macintosh; Intel Mac OS X 10_14_2) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/72.0.3626.119 Safari/537.36",
"id_project":"5b55e806c93dde00143163dd",
"createdBy":"5c81593adf767b0017d1aa66",
"__v":2,
"waiting_time":21709,
"agents":[
{
"__v":0,
"createdBy":"5aaa99024c3b110014b478f0",
"user_available":true,
"role":"admin",
"id_user":"5ab0f3fa57066e0014bfd71e",
"id_project":"5b55e806c93dde00143163dd",
"createdAt":"2018-10-03T14:40:19.521Z",
"updatedAt":"2019-03-07T17:47:38.405Z",
"_id":"5bb4d4d39214830015742b00"
}
],
"tags":[
],
"participants":[
"5aaa99024c3b110014b478f0"
],
"status":1000,
"lead":{..}
}

put
Reopen a request by id.

https://api.tiledesk.com/v2/:project_id/requests/:id/reopen
Request
Response
Request
Path Parameters
id
required
string
the request_id field. It's the external request identifier
project_id
required
string
the Project Id is a unique code assigned to your project when you create it in Tiledesk.
Headers
Authorization
required
string
authorization token. Basic Auth or JWT
Content-Type
required
string
use "application/json" value
Response
200: OK
{
"_id":"5c81593adf767b0017d1aa67",
"updatedAt":"2019-03-07T17:48:05.934Z",
"createdAt":"2019-03-07T17:47:38.405Z",
"request_id":"support-group-L_OG76RYhR0XFiMf2PK",
"requester_id":"5c81593adf767b0017d1aa66",
"first_text":"first text message",
"department":"5c34ba232c62730016da250e",
"sourcePage":"https://www.tiledesk.com",
"language":"it",
"userAgent":"Mozilla/5.0 (Macintosh; Intel Mac OS X 10_14_2) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/72.0.3626.119 Safari/537.36",
"id_project":"5b55e806c93dde00143163dd",
"createdBy":"5c81593adf767b0017d1aa66",
"__v":2,
"waiting_time":21709,
"agents":[
{
"__v":0,
"createdBy":"5aaa99024c3b110014b478f0",
"user_available":true,
"role":"admin",
"id_user":"5ab0f3fa57066e0014bfd71e",
"id_project":"5b55e806c93dde00143163dd",
"createdAt":"2018-10-03T14:40:19.521Z",
"updatedAt":"2019-03-07T17:47:38.405Z",
"_id":"5bb4d4d39214830015742b00"
}
],
"tags":[
],
"participants":[
"5aaa99024c3b110014b478f0"
],
"status":100,
"lead":{..}
}

put
Route a request to a department

https://api.tiledesk.com/v2/:project_id/requests/:id/departments
Routes a request to a department.
Request
Response
Request
Path Parameters
id
required
string
the request_id field. It's the external request identifier
project_id
required
string
the Project Id is a unique code assigned to your project when you create it in Tiledesk.
Headers
Authorization
required
string
authorization token. Basic Auth or JWT
Content-Type
required
string
use "application/json" value
Body Parameters
departmentid
required
string
the department identifier
nobot
optional
boolean
esclude a bot from the assignment
Response
200: OK
{
"_id":"5c81593adf767b0017d1aa67",
"updatedAt":"2019-03-07T17:48:05.934Z",
"createdAt":"2019-03-07T17:47:38.405Z",
"request_id":"support-group-L_OG76RYhR0XFiMf2PK",
"requester_id":"5c81593adf767b0017d1aa66",
"first_text":"first text message",
"department":"5c34ba232c62730016da250e",
"sourcePage":"https://www.tiledesk.com",
"language":"it",
"userAgent":"Mozilla/5.0 (Macintosh; Intel Mac OS X 10_14_2) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/72.0.3626.119 Safari/537.36",
"id_project":"5b55e806c93dde00143163dd",
"createdBy":"5c81593adf767b0017d1aa66",
"__v":2,
"waiting_time":21709,
"agents":[
{
"__v":0,
"createdBy":"5aaa99024c3b110014b478f0",
"user_available":true,
"role":"admin",
"id_user":"5ab0f3fa57066e0014bfd71e",
"id_project":"5b55e806c93dde00143163dd",
"createdAt":"2018-10-03T14:40:19.521Z",
"updatedAt":"2019-03-07T17:47:38.405Z",
"_id":"5bb4d4d39214830015742b00"
}
],
"tags":[
],
"participants":[
"5aaa99024c3b110014b478f0"
],
"status":100,
"lead":{..}
}

patch
Update a request by id

https://api.tiledesk.com/v2/:project_id/requests/:id/
Request
Response
Request
Path Parameters
id
required
string
the request_id field. It's the external request identifier
project_id
required
string
the Project Id is a unique code assigned to your project when you create it in Tiledesk.
Headers
Authorization
required
string
authorization token. Basic Auth or JWT
Content-Type
required
string
use "application/json" value
Body Parameters
first_text
optional
string
the request first text
lead
optional
string
the lead identifier
status
optional
number
the request status
tags
optional
array
the request tags
rating
optional
number
the request rating
rating_message
optional
string
the request rating message
language
optional
string
the request language
sourcePage
optional
string
the request source page
Response
200: OK
{
"_id":"5c81593adf767b0017d1aa67",
"updatedAt":"2019-03-07T17:48:05.934Z",
"createdAt":"2019-03-07T17:47:38.405Z",
"request_id":"support-group-L_OG76RYhR0XFiMf2PK",
"requester_id":"5c81593adf767b0017d1aa66",
"first_text":"first text message",
"department":"5c34ba232c62730016da250e",
"sourcePage":"https://www.tiledesk.com",
"language":"it",
"userAgent":"Mozilla/5.0 (Macintosh; Intel Mac OS X 10_14_2) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/72.0.3626.119 Safari/537.36",
"id_project":"5b55e806c93dde00143163dd",
"createdBy":"5c81593adf767b0017d1aa66",
"__v":2,
"waiting_time":21709,
"agents":[
{
"__v":0,
"createdBy":"5aaa99024c3b110014b478f0",
"user_available":true,
"role":"admin",
"id_user":"5ab0f3fa57066e0014bfd71e",
"id_project":"5b55e806c93dde00143163dd",
"createdAt":"2018-10-03T14:40:19.521Z",
"updatedAt":"2019-03-07T17:47:38.405Z",
"_id":"5bb4d4d39214830015742b00"
}
],
"tags":[
],
"participants":[
"5aaa99024c3b110014b478f0"
],
"status":100,
"lead":{..}
}

post
Add a participant to a request

https://api.tiledesk.com/v2/:project_id/requests/:id/participants
Add a participant (agent or bot) to a request.
Request
Response
Request
Path Parameters
id
required
string
the request_id field. It's the external request identifier
project_id
required
string
the Project Id is a unique code assigned to your project when you create it in Tiledesk.
Headers
Authorization
required
string
authorization token. Basic Auth or JWT
Content-Type
required
string
use "application/json" value
Body Parameters
member
required
string
the participant (agent or bot) identifier
Response
200: OK
{
"_id":"5c81593adf767b0017d1aa67",
"updatedAt":"2019-03-07T17:48:05.934Z",
"createdAt":"2019-03-07T17:47:38.405Z",
"request_id":"support-group-L_OG76RYhR0XFiMf2PK",
"requester_id":"5c81593adf767b0017d1aa66",
"first_text":"first text message",
"department":"5c34ba232c62730016da250e",
"sourcePage":"https://www.tiledesk.com",
"language":"it",
"userAgent":"Mozilla/5.0 (Macintosh; Intel Mac OS X 10_14_2) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/72.0.3626.119 Safari/537.36",
"id_project":"5b55e806c93dde00143163dd",
"createdBy":"5c81593adf767b0017d1aa66",
"__v":2,
"waiting_time":21709,
"agents":[
{
"__v":0,
"createdBy":"5aaa99024c3b110014b478f0",
"user_available":true,
"role":"admin",
"id_user":"5ab0f3fa57066e0014bfd71e",
"id_project":"5b55e806c93dde00143163dd",
"createdAt":"2018-10-03T14:40:19.521Z",
"updatedAt":"2019-03-07T17:47:38.405Z",
"_id":"5bb4d4d39214830015742b00"
}
],
"tags":[
],
"participants":[
"5aaa99024c3b110014b478f0"
],
"status":100,
"lead":{..}
}

put
Set the request participants

https://api.tiledesk.com/v2/:project_id/requests/:id/participants
Set the request participants (agent or bot).
Request
Response
Request
Path Parameters
id
required
string
the request_id field. It's the external request identifier
project_id
required
string
the Project Id is a unique code assigned to your project when you create it in Tiledesk.
Headers
Authorization
required
string
authorization token. Basic Auth or JWT
Content-Type
required
string
use "application/json" value
Body Parameters
required
array
the participants (agent or bot) identifiers array
Response
200: OK
{
"_id":"5c81593adf767b0017d1aa67",
"updatedAt":"2019-03-07T17:48:05.934Z",
"createdAt":"2019-03-07T17:47:38.405Z",
"request_id":"support-group-L_OG76RYhR0XFiMf2PK",
"requester_id":"5c81593adf767b0017d1aa66",
"first_text":"first text message",
"department":"5c34ba232c62730016da250e",
"sourcePage":"https://www.tiledesk.com",
"language":"it",
"userAgent":"Mozilla/5.0 (Macintosh; Intel Mac OS X 10_14_2) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/72.0.3626.119 Safari/537.36",
"id_project":"5b55e806c93dde00143163dd",
"createdBy":"5c81593adf767b0017d1aa66",
"__v":2,
"waiting_time":21709,
"agents":[
{
"__v":0,
"createdBy":"5aaa99024c3b110014b478f0",
"user_available":true,
"role":"admin",
"id_user":"5ab0f3fa57066e0014bfd71e",
"id_project":"5b55e806c93dde00143163dd",
"createdAt":"2018-10-03T14:40:19.521Z",
"updatedAt":"2019-03-07T17:47:38.405Z",
"_id":"5bb4d4d39214830015742b00"
}
],
"tags":[
],
"participants":[
"5aaa99024c3b110014b478f0"
],
"status":100,
"lead":{..}
}

delete
Delete a participant from the request

https://api.tiledesk.com/v2/:project_id/requests/:id/participants/:participantid
Delete a participant (agent or bot) from the request.
Request
Response
Request
Path Parameters
participantid
required
string
the participant (agent or bot) identifier
id
required
string
the request_id field. It's the external request identifier
project_id
required
string
the Project Id is a unique code assigned to your project when you create it in Tiledesk.
Headers
Authorization
required
string
authorization token. Basic Auth or JWT
Response
200: OK
{
"_id":"5c81593adf767b0017d1aa67",
"updatedAt":"2019-03-07T17:48:05.934Z",
"createdAt":"2019-03-07T17:47:38.405Z",
"request_id":"support-group-L_OG76RYhR0XFiMf2PK",
"requester_id":"5c81593adf767b0017d1aa66",
"first_text":"first text message",
"department":"5c34ba232c62730016da250e",
"sourcePage":"https://www.tiledesk.com",
"language":"it",
"userAgent":"Mozilla/5.0 (Macintosh; Intel Mac OS X 10_14_2) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/72.0.3626.119 Safari/537.36",
"id_project":"5b55e806c93dde00143163dd",
"createdBy":"5c81593adf767b0017d1aa66",
"__v":2,
"waiting_time":21709,
"agents":[
{
"__v":0,
"createdBy":"5aaa99024c3b110014b478f0",
"user_available":true,
"role":"admin",
"id_user":"5ab0f3fa57066e0014bfd71e",
"id_project":"5b55e806c93dde00143163dd",
"createdAt":"2018-10-03T14:40:19.521Z",
"updatedAt":"2019-03-07T17:47:38.405Z",
"_id":"5bb4d4d39214830015742b00"
}
],
"tags":[
],
"participants":[
"5aaa99024c3b110014b478f0"
],
"status":100,
"lead":{..}
}

patch
Update the request attributes

https://api.tiledesk.com/v2/:project_id/requests/:id/attributes
Update the request custom attributes.
Request
Response
Request
Path Parameters
id
required
string
the request_id field. It's the external request identifier
project_id
required
string
the Project Id is a unique code assigned to your project when you create it in Tiledesk.
Headers
Authorization
required
string
authorization token. Basic Auth or JWT
Content-Type
required
string
use "application/json" value
Body Parameters
required
object
the request attributes
Response
200: OK
{
"_id":"5c81593adf767b0017d1aa67",
"updatedAt":"2019-03-07T17:48:05.934Z",
"createdAt":"2019-03-07T17:47:38.405Z",
"request_id":"support-group-L_OG76RYhR0XFiMf2PK",
"requester_id":"5c81593adf767b0017d1aa66",
"first_text":"first text message",
"department":"5c34ba232c62730016da250e",
"sourcePage":"https://www.tiledesk.com",
"language":"it",
"userAgent":"Mozilla/5.0 (Macintosh; Intel Mac OS X 10_14_2) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/72.0.3626.119 Safari/537.36",
"id_project":"5b55e806c93dde00143163dd",
"createdBy":"5c81593adf767b0017d1aa66",
"__v":2,
"waiting_time":21709,
"agents":[
{
"__v":0,
"createdBy":"5aaa99024c3b110014b478f0",
"user_available":true,
"role":"admin",
"id_user":"5ab0f3fa57066e0014bfd71e",
"id_project":"5b55e806c93dde00143163dd",
"createdAt":"2018-10-03T14:40:19.521Z",
"updatedAt":"2019-03-07T17:47:38.405Z",
"_id":"5bb4d4d39214830015742b00"
}
],
"tags":[
],
"participants":[
"5aaa99024c3b110014b478f0"
],
"status":100,
"lead":{..}
}

post
Add a note to a request

https://api.tiledesk.com/v2/:project_id/requests/:id/notes
Add a participant (agent or bot) to a request.
Request
Response
Request
Path Parameters
id
required
string
the request_id field. It's the external request identifier
project_id
required
string
the Project Id is a unique code assigned to your project when you create it in Tiledesk.
Headers
Authorization
required
string
authorization token. Basic Auth or JWT
Content-Type
required
string
use "application/json" value
Body Parameters
text
required
string
the note content
Response
200: OK
{
"_id":"5c81593adf767b0017d1aa67",
"updatedAt":"2019-03-07T17:48:05.934Z",
"createdAt":"2019-03-07T17:47:38.405Z",
"request_id":"support-group-L_OG76RYhR0XFiMf2PK",
"requester_id":"5c81593adf767b0017d1aa66",
"first_text":"first text message",
"department":"5c34ba232c62730016da250e",
...
"tags":[
],
"notes":[
{
"_id":"5e6ba903261616001752b9f4",
"text":"note 1",
"createdBy":"5aaa99024c3b110014b478f0",
"updatedAt":"2020-03-13T15:38:43.880Z",
"createdAt":"2020-03-13T15:38:43.880Z"
}
],
"participants":[
"5aaa99024c3b110014b478f0"
],
"status":100,
"lead":{..}
}

delete
Delete a note

https://api.tiledesk.com/v2/:project_id/requests/:id/notes/:noteid
Add a participant (agent or bot) to a request.
Request
Response
Request
Path Parameters
id
required
string
the request_id field. It's the external request identifier
project_id
required
string
the Project Id is a unique code assigned to your project when you create it in Tiledesk.
noteid
required
string
the note identifier
Headers
Authorization
required
string
authorization token. Basic Auth or JWT
Response
200: OK
{
"_id":"5c81593adf767b0017d1aa67",
"updatedAt":"2019-03-07T17:48:05.934Z",
"createdAt":"2019-03-07T17:47:38.405Z",
"request_id":"support-group-L_OG76RYhR0XFiMf2PK",
"requester_id":"5c81593adf767b0017d1aa66",
"first_text":"first text message",
..
"notes":[
],
"participants":[
"5aaa99024c3b110014b478f0"
],
"status":100,
"lead":{..}
}

get
Get a request history by id

https://api.tiledesk.com/v2/:project_id/requests/:id/history
Request
Response
Request
Path Parameters
id
required
string
the request_id field. It's the external request identifier.
project_id
required
string
the Project Id is a unique code assigned to your project when you create it in Tiledesk.
Headers
Authorization
required
string
authorization token. Basic Auth or JWT
Response
200: OK
..

patch
Rate a request by id

https://api.tiledesk.com/v2/:project_id/requests/:id/rating
Request
Response
Request
Path Parameters
id
required
string
the request_id field. It's the external request identifier
project_id
required
string
the Project Id is a unique code assigned to your project when you create it in Tiledesk.
Headers
Authorization
required
string
authorization token. Basic Auth or JWT
Content-Type
required
string
use "application/json" value
Body Parameters
rate
required
number
the request rate from 0 to 5
rate_message
optional
string
the rate message
Response
200: OK
{
"_id":"5c81593adf767b0017d1aa67",
"updatedAt":"2019-03-07T17:48:05.934Z",
"createdAt":"2019-03-07T17:47:38.405Z",
"request_id":"support-group-L_OG76RYhR0XFiMf2PK",
"requester_id":"5c81593adf767b0017d1aa66",
"first_text":"first text message",
"department":"5c34ba232c62730016da250e",
"sourcePage":"https://www.tiledesk.com",
"language":"it",
"userAgent":"Mozilla/5.0 (Macintosh; Intel Mac OS X 10_14_2) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/72.0.3626.119 Safari/537.36",
"id_project":"5b55e806c93dde00143163dd",
"createdBy":"5c81593adf767b0017d1aa66",
"__v":2,
"waiting_time":21709,
"rate":5,
"rating_message":"great work"
"agents":[
{
"__v":0,
"createdBy":"5aaa99024c3b110014b478f0",
"user_available":true,
"role":"admin",
"id_user":"5ab0f3fa57066e0014bfd71e",
"id_project":"5b55e806c93dde00143163dd",
"createdAt":"2018-10-03T14:40:19.521Z",
"updatedAt":"2019-03-07T17:47:38.405Z",
"_id":"5bb4d4d39214830015742b00"
}
],
"tags":[
],
"participants":[
"5aaa99024c3b110014b478f0"
],
"status":100,
"lead":{..}
}