Get all tickets by some client platform code in period
/api/v1/tickets/get-tickets-in-period
curl --location 'https://freshcomm.cyberscp.com/api/v1/tickets/get-tickets-in-period?start_date=2024-09-01&end_date=2024-10-01' \ --header 'Authorization: Bearer <platform-code-from-var-config[identifier_platform_report]>'
{
"code": 200,
"status": "success",
"message": "reporting-tr.get-client-tickets-in-period",
"data": {
"total": 15,
"tickets": [
{
"id": 385500,
"spam": false,
"tags": [],
"type": "Siniestro_Ciberseguridad",
"due_by": "2024-11-01T20:42:14Z",
"source": 3,
"status": 3,
"subject": "Siniestro de Ransonware - Expediente 20241029050 - NIT 804009 - SURTIMARCAS S.A.S.",
"group_id": 14000072194,
"priority": 1,
"cc_emails": [
"helpdesk@lazarus.es"
],
"fr_due_by": "2024-10-30T20:42:14Z",
"nr_due_by": null,
"to_emails": null,
"company_id": 1400059633,
"created_at": "2024-10-29T20:42:14Z",
"fwd_emails": [],
"product_id": 1400000952,
"updated_at": "2024-10-29T21:32:50Z",
"attachments": [],
"description": "...html text...",
"fr_escalated": false,
"is_escalated": false,
"nr_escalated": false,
"requester_id": 1406633371,
"responder_id": 1404972683,
"custom_fields": {
"cf_poliza": "013000520524",
"cf_importe": null,
"cf_n_factura": null,
"cf_forense_pago": null,
"nmero_de_trabajo": null,
"cf_fecha_citacion": null,
"cf_forense_evento": null,
"cf_tipo_siniestro": "Ransomware",
"cf_fsm_contact_name": null,
"cf_fsm_phone_number": null,
"cf_fecha_ratificacin": null,
"cf_forense_tipologia": null,
"cf_n_trabajo_cliente": null,
"cf_fecha_de_asignacion": null,
"cf_forense_dispositivos": null,
"cf_fsm_service_location": null,
"cf_fsm_appointment_end_time": null,
"cf_fsm_appointment_start_time": null,
"cf_id_usuario": null
},
"support_email": null,
"email_config_id": 14000044409,
"reply_cc_emails": [
"helpdesk@lazarus.es"
],
"association_type": 2,
"description_text": "Expediente: 202410290501171 Nombre de la Empresa: SURTIMARCAS x.y.z CIF: (es la identificacion cedula o NIT): 8040090402 Persona a contactar: LUIS ...",
"ticket_cc_emails": [],
"source_additional_info": null,
"associated_tickets_list": [
385497
]
},
{
...
}
]
}
}
Get all tickets by policy code
/api/v1/tickets/get-tickets-by-policy-code/alpha-numeric-policy-code
curl --location 'https://freshcomm.cyberscp.com/api/v1/tickets/get-tickets-by-policy-code/900000942180' \ --header 'Authorization: Bearer <platform-code-from-var-config[identifier_platform_report]>'
{
"code": 200,
"status": "success",
"message": "tickets-tr.get-client-tickets-by-policy-code",
"data": {
"client_uuid": "cli-d2f763a6-b52e-4f5c-93f1-b2174a36c6c4",
"project_uuid": "prj-d743ac44-17a3-488a-a0ed-6e847cf10f82",
"platform_code": "<platform-code-from-var-config[identifier_platform_report]>",
"total": 8
"tickets": [
{
"ticket_id": 368858,
"policy_code": "code not found",
"product_id": 14000009529,
"product": "Project Name in our system",
"source_id": 1,
"source": "email",
"status_id": 4,
"status": "resolved",
"subject": "Buenos días apreciados señores,\r\n\r\nEstamos en esepra de la respuesta a nuestra solicitud ...",
"created_at": "2024-08-15T16:34:47Z",
"updated_at": "2024-08-16T14:28:22Z"
},
...
{}
]
}
}
Get full ticket detail including time entries and comments by ticket number. All attachments are links to download documents. These links are not permanent they have expiring time.
/api/v1/tickets/get-ticket-by-ticket-number/numeric-ticket-number
curl --location 'https://freshcomm.cyberscp.com/api/v1/tickets/get-ticket-by-ticket-number/325579' \ --header 'Authorization: Bearer <platform-code-from-var-config[identifier_platform_report]>'
{
"code": 200,
"status": "success",
"message": "tickets-tr.get-ticket-by-ticket-number",
"data": {
"client_uuid": "cli-d2f763a6-b52e-4f5c-93f1-b2174a36c6c4",
"project_uuid": "prj-d743ac44-17a3-488a-a0ed-6e847cf10f82",
"platform_code": "xxx-yyyy20241119",
"ticket": {
"ticket_id": 418808,
"policy_code": "code not found",
"platform_user_id": null,
"product_id": 14000009529,
"product": "Project Name in our system",
"requester_id": 14064961335,
"requester": "Some requester Name ",
"responder_id": 14065437880,
"responder": "David R ",
"source_id": 3,
"source": "phone",
"status_id": 4,
"status": "resolved",
"subject": "Llamada Entrante con +12345678 el Jue, Nov 28 a las 04:16:38 PM",
"description": "Conversación entre +12345678 y Rafael Gonzales Nunes (+5512345678)",
"created_at": "2024-11-28T15:17:34Z",
"updated_at": "2024-11-28T15:18:06Z"
},
"time_entries": {
"total": 58,
"time_entries": [
{
"time_entry_id": 14009152012,
"executed_at": "2024-07-30T00:00:00Z",
"support_by_id": 14065437880,
"support_by": "David Ramos",
"reason": "Sumadas las horas de julio",
"time_in_seconds": 7200
},
...,
{}
]
},
"conversations": {
"total": 45,
"conversations": [
{
"conversation_id": 14242531071,
"created_at": "2024-04-30T19:01:52Z",
"updated_at": "2024-04-30T19:01:52Z",
"support_by_id": 14059776822,
"support_by": "Thomas Castro",
"support_email": "abc.cyber.co@abc.com, defg@hijk.com.co",
"content": "Buenas tardes, No será necesario, como lo menci...",
"attachments": [
{
"id": 14153439298,
"name": "Reporte de Seguimiento - TK431144 - SOME DOCUMENT- 17.01.2025.docx",
"content_type": "application/vnd.openxmlformats-officedocument.wordprocessingml.document",
"size": 43623,
"created_at": "2025-01-17T18:35:35Z",
"updated_at": "2025-01-17T18:35:49Z",
"attachment_url": "https://lazarustechnology.attachments10.freshdesk.com/data/helpdesk/attachments/production/12345678/original/some-doc-name-2017.01.2025.docx?Expires=1737975028&Signature=12345abcd45678ddeeff&Key-Pair-Id=APKAJ7JARUX3F6RQIXRA"
},
...
]
},
...,
{}
]
}
}
}
Tickets attachments are documents which belongs to emails sent to end user. These are links having AWS S3 urls with TTL. This means download links are valid for 5 minutes.
/api/v1/tickets/get-attachments-by-ticket-number/numeric-ticket-number
curl --location 'https://freshcomm.cyberscp.com/api/v1/tickets/get-attachments-by-ticket-number/431696' \ --header 'Authorization: Bearer <platform-code-from-var-config[identifier_platform_report]>'
{
"code": 200,
"status": "success",
"message": "tickets-tr.get-attachments-by-ticket-number",
"data": [
{
"id": 14153499647,
"content_type": "application/octet-stream",
"size": 19560,
"name": "datos_llamada_entrante_call_center_policycode.docx",
"attachment_url": "https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/14153499647/original/datos_llamada_entrante_call_center_policycode.docx?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Credential=AKIAS6FNSMY2XLZULJPI%2F20250127%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20250127T085315Z&X-Amz-Expires=300&X-Amz-SignedHeaders=host&X-Amz-Signature=1111222333444555",
"created_at": "2025-01-20T09:41:57Z",
"updated_at": "2025-01-20T09:41:57Z"
},
...,
{
"id": 14153499648,
"content_type": "application/octet-stream",
"size": 3067258,
"name": "policycode.pdf",
"attachment_url": "https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/14153499648/original/policycode.pdf?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Credential=AKIAS6FNSMY2XLZULJPI%2F20250127%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20250127T085315Z&X-Amz-Expires=300&X-Amz-SignedHeaders=host&X-Amz-Signature=666777888999",
"created_at": "2025-01-20T09:41:57Z",
"updated_at": "2025-01-20T09:41:57Z"
}
]
}
Tickets numbers should be sent as csv string. Like "tickets_numbers": "99383, 99382, 99381, ..."
/api/v1/tickets/get-tickets-statuses-by-tickets-numbers
curl --location 'https://freshcomm.cyberscp.com/api/v1/tickets/get-tickets-statuses-by-tickets-numbers' \
--header 'Authorization: Bearer <platform-code-from-var-config[identifier_platform_report]>' \
--data '{
"tickets_numbers": "99383, 99382, 99381"
}'
{
"code": 200,
"status": "success",
"message": "tickets-tr.tickets-status-by-tickets-numbers-retrieved",
"data": {
"client_uuid": "cli-d2f763a6-b52e-4f5c-93f1-b2174a36c6c4",
"project_uuid": "prj-d743ac44-17a3-488a-a0ed-6e847cf10f82",
"platform_code": "xxx-yyyy20241119",
"tickets_statuses": [
{
"ticket_id": 99381,
"status_id": 4,
"status": "resolved"
},
{
"ticket_id": 99382,
"status_id": 4,
"status": "resolved"
},
{
"ticket_id": 99383,
"status_id": 4,
"status": "resolved"
}
]
}
}
Light weight endpoint to check if ticket exists in our system. Returns the same requested ticket number or null in case it does not exist
/api/v1/reporting/get-ticket-id-by-ticket-number/numeric-ticket-number
curl --location 'https://freshcomm.cyberscp.com/api/v1/reporting/get-ticket-id-by-ticket-number/423463' \ --header 'Authorization: Bearer <platform-code-from-var-config[identifier_platform_report]>'
{
"code": 200,
"status": "success",
"message": "tickets-tr.get-ticket-by-ticket-number",
"data": {
"ticket_id": 423463
}
}
Get total tickets by channel support in period
/api/v1/reporting/kpis/get-total-tickets-by-channel-support
curl --location 'https://freshcomm.cyberscp.com/api/v1/reporting/kpis/get-total-tickets-by-channel-support?start_date=2024-09-01&end_date=2024-10-01' \ --header 'Authorization: Bearer <platform-code-from-var-config[identifier_platform_report]>'
{
"code": 200,
"status": "success",
"message": "reporting-tr.get-kpi-total-tickets-by-channel-support",
"data": {
"platform_code": "<platform-code-from-var-config[identifier_platform_report]>",
"kpi": {
"chat": 12,
"portal": 2,
"email": 1,
"total": 15
}
}
}
Get total time spent by ticket in period
/api/v1/reporting/kpis/get-time-spent-by-ticket
curl --location 'https://freshcomm.cyberscp.com/api/v1/reporting/kpis/get-time-spent-by-ticket?start_date=2024-09-01&end_date=2024-10-01' \ --header 'Authorization: Bearer <platform-code-from-var-config[identifier_platform_report]>'
{
"code": 200,
"status": "success",
"message": "reporting-tr.get-time-spent-by-ticket",
"data": {
"totals": {
"Marzo": "05:33",
"Total horas": "05:33"
},
"time_entries": [
{
"projectName": "Some project name of security",
"policyCode": "PZA1234567",
"ticketId": 320232,
"timeEntryId": 14008330374,
"ticketStatus": "Resolved",
"ticketExecutedAt": "19/03/2024 01:00",
"supportBy": "Tim De Blas",
"ticketReason": "Llamada apertura siniestro",
"ticketTime": "00:28",
"ticketTimeSeconds": 1680,
"ticketDate": "19/03/2024"
},
{
"projectName": "Some project name of security",
"policyCode": "PZA1234567",
"ticketId": 320232,
"timeEntryId": 14008330384,
"ticketStatus": "Resolved",
"ticketExecutedAt": "19/03/2024 01:00",
"supportBy": "Tim De Blas",
"ticketReason": "Correo con medidas contención y solicitud evidencias",
"ticketTime": "00:30",
"ticketTimeSeconds": 1800,
"ticketDate": "19/03/2024"
}
...
]
}
}
Get total time spent by ticket in period
/api/v1/reporting/kpis/get-time-spent-by-ticket-with-group
curl --location 'https://freshcomm.cyberscp.com/api/v1/reporting/kpis/get-time-spent-by-ticket-with-group?time_zone=America/Bogota&start_date=2024-09-01&end_date=2024-10-01' \ --header 'Authorization: Bearer <platform-code-from-var-config[identifier_platform_report]>'
{
"code": 200,
"status": "success",
"message": "reporting-tr.reporting-tr.get-time-tickets-with-group",
"data": {
"totals": {
"Marzo": "05:33",
"Total horas": "05:33"
},
"time_entries": [
{
"project": "Some project name in our system",
"policy_code": "90000104660",
"ticket_id": 294377,
"type": "Ransomware",
"damage_type": "",
"group": "Operadores Ciberseguridad",
"status": "Resolved",
"time_entry_id": 14009027940,
"time_reason": "Email a la Aseguradora - Reporte de avance de Siniestro",
"time_support_by": "Rafael R. O.",
"time_executed_at": "10/01/2024 19:00",
"time_date_executed_at": "10/01/2024",
"time_in_seconds": 3600,
"time_hours": "01:00"
},
{
"project": "Some project name in our system",
"policy_code": "900010466940",
"ticket_id": 294378,
"type": "Ransomware",
"damage_type": "Factura devuelta",
"group": "Operadores Ciberseguridad",
"status": "Resolved",
"time_entry_id": 1400902794,
"time_reason": "Email a la Aseguradora - Reporte de avance de Siniestro",
"time_support_by": "Rafael L L",
"time_executed_at": "10/01/2024 19:00",
"time_date_executed_at": "10/01/2025",
"time_in_seconds": 1800,
"time_hours": "00:30"
},
...
]
}
}
Get ticket detail by ticket number for reporting
/api/v1/reporting/get-ticket-detail-by-ticket-number/431696
curl --location 'https://freshcomm.cyberscp.com/api/v1/reporting/get-ticket-detail-by-ticket-number/431696' \ --header 'Authorization: Bearer <platform-code-from-var-config[identifier_platform_report]>'
{
"code": 200,
"status": "success",
"message": "reporting-tr.get-report-ticket-detail-by-ticket-number",
"data": {
"client_uuid": "cli-64a29c82-972e-4e35-9a6e-9409dc614rr",
"project_uuid": "prj-64a29c82-972e-4e35-9a6e-9409dc61acd",
"platform_code": "clientplat-TCP20241018",
"ticket": {
"ticket_id": 431696,
"policy_code": "",
"requester_id": 14061781599,
"requester": "Sr. Luis XXX xxxx@clientdomain.com",
"responder_id": 14051682574,
"responder": "Jesus Muñoz jmarin@lazarus.es",
"source": "email",
"status": "closed",
"type": "",
"subject": "RV: Nuevo Siniestro - Empresa: XXX - N Póliza: POLICY CODE - N siniestro: 49427",
"description": "Buenas tardes equipo Lazarus,\r\n\r\n¿Os ha proporcionado la denuncia el Asegurado?\r\nQuedamos a la espera.\r\n\r\nMuchas...",
"created_at": "2025-02-06T17:46:02Z",
"updated_at": "2025-02-07T13:46:54Z",
"secondary_tickets": [
433934,
434757,
436859,
438978
],
"attachments": [
{
"id": 14154452177,
"name": "cen650729.docx",
"attachment_url": "https://cache.lazarustechservices.com/pro-14000002737-978b78732431b47917a9fab8d54b7fc7/436990/ticket/14154452177-b16c8954a40538d74c7d3a08ef40b471.docx",
"created_at": "2025-02-06T17:46:02Z"
}
]
},
"time_entries": {
{
"time_entry_id": 14010441136,
"ticket_id": 434422,
"created_at": "2025-02-13T08:54:14Z",
"support_by": "Sebastián Celoria",
"reason": "Cierre del Ticket",
"time_in_seconds": 1800
}
},
"conversations": [
{
"conversation_id": 14262533656,
"created_at": "2025-02-07T09:11:01Z",
"support_by": "agent: 14061781599",
"content": "Buenos días Sr. Velayos,\r\nTal ....",
"attachments": []
},
{
"conversation_id": 14262499699,
"created_at": "2025-02-06T19:25:19Z",
"support_by": "Giorgio Altina",
"content": "Buenas tardes Luis, adjunto la denuncia. .. ejercer sus derechos de acceso, rectificación y cancelación, ... ",
"attachments": [
{
"id": 14154456117,
"name": "denuncia-file.pdf",
"attachment_url": "https://cache.lazarustechservices.com/pro-14000002737-978b78732431b47917a9fab8d54b7fc7/436990/conversation/14154456117-dba7d0664370f46a310760ed59d6e777.pdf",
"created_at": "2025-02-06T19:04:35Z"
}
]
}
],
"calls": [
{
"call_id": 121282858,
"direction": "outgoing",
"note": "Realizamos llamada para conectarnos a la red del afectado con el ransomware",
"support_by_id": 531812,
"support_by": "Daniel Patiño",
"customers": [
"+34123456789"
],
"created_at": "2022-02-16T16:25:41Z",
"updated_at": "2022-02-16T16:35:38Z"
},
...
{
"call_id": 120774454,
"direction": "incoming",
"note": "Se cuelga la llamada",
"support_by_id": 531812,
"support_by": "Daniel Patiño",
"customers": [
"+34675432100"
],
"created_at": "2022-02-14T11:45:35Z",
"updated_at": "2022-02-14T11:52:28Z"
}
]
}
}
Filters: start_date, end_date and/or policy_code
At least one filter (dates or policy code) should be provided.
/api/v1/reporting/get-tickets-by-filters ?start_date=2024-01-01&end_date=2024-01-31&policy_code=010231457
curl --location 'https://freshcomm.cyberscp.com/api/v1/reporting/get-tickets-by-filters?start_date=2024-01-01&end_date=2024-01-31&policy_code=010231457' \ --header 'Authorization: Bearer <platform-code-from-var-config[identifier_platform_report]>'
{
"code": 200,
"status": "success",
"message": "reporting-tr.get-tickets-by-filters",
"data": {
"client_uuid": "cli-2db392fb-516b-4289-ab28-2693a90f286d",
"project_uuid": "prj-a218547d-4f52-4801-a226-955264f3fa00",
"platform_code": "clientplat-TCP20241018",
"total": 6042,
"tickets": [
{
"ticket_id": 299691,
"type": "Suplantacion identidad",
"policy_code": "010231457",
"subject": "Siniestro Suplantación SOME COMPANY NAME - Póliza CP0231457 - TK 299691 - Aseguradora SOME INSURANCE...",
"requester_id": 14062641042,
"requester": 14062641042,
"responder_id": 14056316574,
"responder": "Giorgio xxx@lazarus.es",
"status_id": 4,
"status": "resolved",
"source_id": 3,
"source": "phone",
"created_at": "2024-01-03T10:14:38Z",
"updated_at": "2024-01-24T14:41:05Z"
},
...
{
...
}
]
}
}