The TicketService supports the full lifecycle of merchant tickets. It enables you to perform read and write operations on tickets, specifically allowing you to:

All services and operations concerning tickets must be called with TicketService in the URL, followed by the command/operation.

https://api.refurbed.com/refb.merchant.v1.TicketService/ListTickets

All calls must be made using the POST method.

Integration Example

The following sequence diagrams illustrate an example integration workflow that you may want to implement in your system. It depicts a possible integration setup designed to display and interact with tickets directly within your own platform.

We recommend querying the ListTickets endpoint to fetch only active tickets (e.g., new, open, pending statuses) and implement a separate logic of archived tickets (e.g. solved and closed). This prevents overloading our endpoints and ensures you receive a manageable number of results for your system.

sequenceDiagram
    participant Customer
    participant Refurbed
    participant Seller

    opt Proactive ticket creation
        Seller->>Refurbed: CreateTicket
    end

    Customer->>Refurbed: (Ticket created in Refurbed system)

    Seller->>Refurbed: ListTickets
    Seller->>Refurbed: GetTicket(:id) (ticket details + messages)

    Seller->>Refurbed: UpdateTicket(:id) (add new_message / reply)
    Refurbed->>Customer: Sends response to customer

    Customer->>Refurbed: Customer replies (new incoming message)

    Seller->>Refurbed: ListTickets (polling)
    Seller->>Refurbed: GetTicket (read updated messages)

Ticket Statuses

The following table shows the statuses a ticket can assume. Most of these are set automatically from our system and most of the time you won’t need any explicit action besides replying to the ticket (which will set the status to Pending). If you want to mark a ticket for resolution, you can use the UpdateTicket endpoint (see below).

Status Manual Automatic Description
Open ✅ ✅ Represents a ticket with a new update from the customer where some action is needed.
Pending ✅ Replying will set the status to Pending automatically. Pending represents a ticket where the seller is waiting for customer reply.
Solved ✅ ✅ Denotes a ticket marked for resolution. This status is also set automatically if no customer updates is posted in 30 days.
Closed ✅ Denotes an immutably resolved ticket. If new action is required, a follow-up ticket would need to be created. This status is also set automatically if there is no update on the ticket. 
stateDiagram-v2

    [*] --> Open : Customer update requiring action

    Open --> Pending : Agent reply (automatic)

    Pending --> Solved : Marked for resolution
    Solved --> Closed : Finalized / no further action

    Closed --> [*]