Working with requests in CRMScript

• Create ticket
• Get ticket info
• Add a message
• Get message info
• Accept request
• Reply to customer
• Delegate a request
• Priority and escalation
• Split and merge tickets
• Samples
• Request logs

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A word of caution

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Edit message

For obvious reasons, you should not alter the text in a message after the fact. However, you might need to edit some properties for bookkeeping or compliance. For example:

• Time spent (accumulates)
• Invoicing info
• Access level (internal/external)
• Attachments (removal might be required)

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Delete tickets

Deleting a ticket will also delete all messages and attachments linked to it! However, you may be required to delete a request to comply with your company’s privacy policy. Proceed with caution! Use the same statements as for closing a ticket, just change the status code from 2 to 4.

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Reference

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Status

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Timestamp values - ticket

For a complete list of fields, see the database reference.

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Timestamp values - message