Ticket session events API

This documentation describes how to interact with the Apizee API to retrieve events that occur during video sessions ("video-assistance").

Introduction

Apizee sessions can include interactions such as OCR scans, chat messages, media captures, or survey completions. Until now, this data was not accessible externally.

With the Ticket Session Events API, in-session actions are exposed via:

A REST API resource
An event type send through webhook calls

These capabilities enable IT systems to:

Monitor what happens during video sessions
Automate processes based on session content
Archive or analyze interaction data

Authentication and Permissions

Access to these endpoints requires:

A valid Bearer token
Proper role permissions to access ticket data

See Authentication for a step by step documentation.

Rate limiting applies to all event endpoints. See Rate limits for more details.

Event Model

Each event in the ticket timeline follows a common structure plus event-specific attributes.

Event-specific payload attributes

Depending on the event type triggered, the webhook payload will contain specific attributes:

Event type

Props value example

consent.accepted

ticket.sessionStarted

geo.ansAllowed

"geoloc": {
"lat": 48.650032799999998,
"lng": -3.3655395000000001
}

geo.ansDisallowed

ticket.approved

"agent": {
"email": "jane.doe@issues.llc",
"phone": "0605040302",
"firstname": "Jane",
"lastname": "Doe"
}

ticket.new

"agent": {
"email": "jane.doe@issues.llc",
"phone": "0605040302",
"firstname": "Jane",
"lastname": "Doe"
}

ticket.assigned

"agent": {
"email": "jane.doe@issues.llc",
"phone": "0605040302",
"firstname": "Jane",
"lastname": "Doe"
}

ticket.completed

"agent": {
"email": "jane.doe@issues.llc",
"phone": "0605040302",
"firstname": "Jane",
"lastname": "Doe"
}

ticket.cancelled

"agent": {
"email": "jane.doe@issues.llc",
"phone": "0605040302",
"firstname": "Jane",
"lastname": "Doe"
}

ticket.closed

"agent": {
"email": "jane.doe@issues.llc",
"phone": "0605040302",
"firstname": "Jane",
"lastname": "Doe"
}

mediaDevice.allowed

"requestor": {
"email": "jane.doe@issues.llc",
"phone": "0605040302",
"firstname": "Jane",
"lastname": "Doe"
}

mediaDevice.disallowed

"requestor": {
"email": "jane.doe@issues.llc",
"phone": "0605040302",
"firstname": "Jane",
"lastname": "Doe"
}

mediaDevice.cameraAllowed

"requestor": {
"email": "jane.doe@issues.llc",
"phone": "0605040302",
"firstname": "Jane",
"lastname": "Doe"
}

mediaDevice.cameraDisallowed

"requestor": {
"email": "jane.doe@issues.llc",
"phone": "0605040302",
"firstname": "Jane",
"lastname": "Doe"
}

mediaDevice.micAllowed

"requestor": {
"email": "jane.doe@issues.llc",
"phone": "0605040302",
"firstname": "Jane",
"lastname": "Doe"
}

mediaDevice.micDisallowed

"requestor": {
"email": "jane.doe@issues.llc",
"phone": "0605040302",
"firstname": "Jane",
"lastname": "Doe"
}

session.established

"requestor": {
"email": "jane.doe@issues.llc",
"phone": "0605040302",
"firstname": "Jane",
"lastname": "Doe"
}

ticket.priorityChanged

"agent": {
"email": "jane.doe@issues.llc",
"phone": "",
"firstname": "Jane",
"lastname": "Doe"
},
"oldPriority": 1,
"newPriority": 0

ticket.invitationSent

"requestor": {
"email": "jane.doe@issues.llc",
"phone": "0605040302",
"firstname": "Jane",
"lastname": "Doe"
}

ticket.invitationResent

"requestor": {
"email": "jane.doe@issues.llc",
"phone": "0605040302",
"firstname": "Jane",
"lastname": "Doe"
}

ticket.invitationAccepted

"requestor": {
"email": "jane.doe@issues.llc",
"phone": "0605040302",
"firstname": "Jane",
"lastname": "Doe"
}

ticket.invitationDeclined

"requestor": {
"email": "jane.doe@issues.llc",
"phone": "0605040302",
"firstname": "Jane",
"lastname": "Doe"
}

ticket.invitationClicked

"requestor": {
"email": "jane.doe@issues.llc",
"phone": "0605040302",
"firstname": "Jane",
"lastname": "Doe"
}

ticket.invitationNotclicked

"requestor": {
"email": "jane.doe@issues.llc",
"phone": "0605040302",
"firstname": "Jane",
"lastname": "Doe"
}

session.agentContacted

"agent": {
"email": "john.doe@apizee.com",
"phone": "+3316565454",
"firstname": "John",
"lastname": "Doe"
}

media.pictureTaken

"mediaId": 342432

media.pictureSent

"mediaId": 342432

survey.answered

"requestor": {
"email": "jane.doe@issues.llc",
"phone": "",
"firstname": "Jane",
"lastname": "Doe"
},
"surveyAnswer": {
  "questions": [
    {
      "id": 12,
      "label": {"fr": "Première question?", "en": "Question one?"},
      "answer": "Not satisfied"
    },
    {
      "id": 14,
      "label": {"fr": "Seconde question?", "en": "Question two?"},
      "answer": "Satisfied"
    }
  ],
  "feedback": "Here is a feedback from the user"
}

session.agentLeft

"agent": {
"email": "jane.doe@issues.llc",
"phone": "0605040302",
"firstname": "Jane",
"lastname": "Doe"
}

session.userLeft

"requestor": {
"email": "jane.doe@issues.llc",
"phone": "0605040302",
"firstname": "Jane",
"lastname": "Doe"
}

media.OCRDone

"text": "Lorem\nipsum"

HTTP REST API to access to ticket's events

Get an event list for a ticket.

get

/api/v3/tickets/{ticketId}/events

Authorizations

AuthorizationstringRequired

Bearer authentication header of the form Bearer <token>.

Path parameters

ticketIdintegerRequired

ID of the wanted ticket

Responses

200

Good case

application/json

Responseany

403

Forbidden

application/json

404

Not found case

application/json

get

/api/v3/tickets/{ticketId}/events

GET /api/v3/tickets/{ticketId}/events HTTP/1.1
Host: cloud.apizee.com
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

[
  {
    "id": 56473,
    "eventType": "ticket.invitationAccepted",
    "timestamp": 1741621530,
    "conversationId": 1345324,
    "data": {
      "requestor": {
        "email": "jane.doe@issues.llc",
        "phone": "+3316565454",
        "firstname": "Jane",
        "lastname": "Doe"
      },
      "oldPriority": 1,
      "newPriority": 0
    }
  },
  {
    "id": 56474,
    "eventType": "ticket.priorityChanged",
    "timestamp": 1741621543,
    "conversationId": 1345324,
    "data": {
      "agent": {
        "email": "john.doe@apizee.com",
        "phone": "",
        "firstname": "John",
        "lastname": "Doe"
      },
      "oldPriority": 1,
      "newPriority": 0
    }
  },
  {
    "id": 56475,
    "eventType": "media.pictureTaken",
    "timestamp": 1741621550,
    "conversationId": 1345324,
    "data": {
      "mediaId": 342432
    }
  }
]

Listen to webhook calls

The conversationevent.create webhook notifies your system in real time whenever a new event occurs during a video session linked to a support ticket. It enables your backend to react immediately to user interactions such as media capture, OCR scans, or survey responses.

How It Works

Once configured, the webhook is triggered for each new event in a ticket's timeline. Your endpoint receives a POST request with a JSON payload describing the event.

Example Payload

{
  "event": "create",
  "time": 1749581447,
  "object": "conversationevent",
  "objectId": 1266,
  "props": {
    "eventType": "media.OCRDone",  // <-- common payload attribute
    "eventCode": 41,  // <-- common payload attribute
    "conversationId": 548,  // <-- common payload attribute
    "ticketId": 361,  // <-- common payload attribute
    "text": "text captured by OCR" // <-- event-specific attribute
    }
}

Payload Fields

To get a complete list of the webhooks payload attributes and how to configure webhooks, please refer to Webhooks.

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Last updated 17 days ago