Identify Calls Reopened by the Customer through REST API

Technical assistance
1
  • Used Zammad version: 6.2.0
  • Used Zammad installation type: docker-compose
  • Operating system: Linux
  • Browser + version: Google Chorme

Expected behavior:

Identify, through a REST API, the information that the ticket was reopened through a Customer interaction after having previously been closed.

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Current behavior:

Not applicable

Steps to reproduce the behavior:

Currently, through the application’s Reports, it is possible to identify the total number of reopened tickets and view them individually. We need to identify how this logic is done and the information is retrieved through a REST API

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2

last_close_at is not an option…?

3

I believe this option is not very good because this date is filled in when the call is closed, regardless of whether the call was closed the first time or if the call is a reopening.

I need to specifically identify that the reason is a reopening.

4

And how would you identify the “reason” for reopening? I’m not sure what you expect right now to be honest.