Answer ticket

answerTicket()

Gets executed when a customer answers to an existing ticket in the storefront.

Parameters

Type	Name	Description
Ticket	$ticket	The Ticket object of hostware. The $ticket->ticket_provider_external_id contains the external ticket id.
string	$message	The message
array	$attachments	Array of Symfony attachments

Response

TicketAnsweredResponse() class.

Type	Name	Description
mixed	messageId	The ID of the message. Usually integer or UUID.
array	attachmentFilePaths	Array of file paths in the same order as the input files.

Example Code

public function answerTicket(Ticket $ticket, string $message, array $attachments): TicketAnsweredResponse {
	$threadAttachments = [];
	foreach ($attachments as $attachment) {
		$threadAttachments[] = [
			'fileName' => $attachment->getClientOriginalName(),
			'mimeType' => $attachment->getMimeType(),
			'data' => base64_encode($attachment->getContent()),
		];
	}

	$customerId = $this->getCustomerId($ticket->customer);

	$response = $this->makeRequest("conversations/{$ticket->ticket_provider_external_id}/threads", "POST", [
		'text' => $message,
		'type' => 'customer',
		'customer' => [
			'id' => $customerId,
		],
		"attachments" => $threadAttachments
	]);

	/**
	 * Get the attachment IDs
	 */
	$attachmentResponse = [];
	foreach ($response->_embedded->attachments as $file) {
		$attachmentResponse[] = $file->id;
	}

	return new TicketAnsweredResponse(
		$response->id,
		$attachmentResponse,
	);
}

Testing

You can test this function by answering a ticket as a customer.

Was this helpful?