Get Ticket Count

Retrieves ticket counts grouped by various filter categories. This endpoint is used to populate dashboard widgets, sidebar counters, and summary statistics for tickets based on predefined filter configurations such as status, priority, team, or custom saved filters.

Endpoint

Method: POST URL: {{base_url}}/api/v2/ticketing/ticket/count

Authentication

This endpoint uses Bearer Token authentication via a JWT (JSON Web Token). The token must be included in the Authorization header and contains user identity, realm access roles, and team membership information.

Headers

Header	Description	Required
`Authorization`	Bearer token (JWT) for authentication	Yes
`Content-Type`	Must be `application/json`	Yes
`accept`	Specifies acceptable response formats (`application/json`)	Yes
`x-tenantid`	UUID identifying the tenant/organization	Yes
`realmname`	The authentication realm name	Yes
`issupportrequest`	Boolean flag indicating if this is a support-related request	No

Path Parameters

None.

Query Parameters

Parameter	Type	Description	Required
`type`	string	Filter by type. Accepted values: `template`, `agent`, `user`	Yes
`module`	string	The module context. Example: `ticketing`	Yes

Request Body Schema

Field	Type	Description	Required
`filterIds`	array	Array of filter identifiers to get counts for. Can include predefined IDs (e.g., "all", status IDs) and custom filter UUIDs	Yes
`templateProfileFilterId`	string \| null	UUID of a saved filter profile template to apply as base filter	No
`timezone`	string	IANA timezone identifier for date-based calculations (e.g., "Asia/Calcutta", "America/New_York")	No

Example Request Body

{
  "templateProfileFilterId": null,
  "filterIds": [
    "all",
    "3745",
    "3747",
    "3749",
    "3746",
    "3748",
    "3750",
    "4195",
    "4196",
    "4197",
    "4362",
    "4373",
    "5932",
    "7471",
    "6358",
    "7474",
    "7440",
    "7473",
    "7475",
    "7476",
    "7477",
    "7478",
    "7479",
    "7480",
    "7472",
    "7531",
    "7693",
    "a7069dca-b9b1-4bf5-9a41-20dd75bf6f62",
    "01a12ac1-8f14-4600-a4ee-c930ee4057bf",
    "004ce44d-b69d-4acb-becd-78c3359e0002"
  ],
  "timezone": "Asia/Calcutta"
}

Example cURL

curl --request POST \
  --url '{{base_url}}/api/v2/ticketing/ticket/count?type=template&module=ticketing' \
  --header 'accept: application/json' \
  --header 'authorization: Bearer {{access_token}}' \
  --header 'content-type: application/json' \
  --header 'x-tenantid: {{tenant_id}}' \
  --header 'realmname: {{realm_name}}' \
  --header 'issupportrequest: false' \
  --data '{
    "templateProfileFilterId": null,
    "filterIds": [
      "all",
      "3745",
      "3747",
      "3749",
      "3746",
      "3748",
      "3750"
    ],
    "timezone": "Asia/Calcutta"
  }'

Success Response Example

Status Code: 200 OK

{
  "success": true,
  "message": "Ticket counts retrieved successfully",
  "data": {
    "counts": {
      "all": 1542,
      "3745": 156,
      "3747": 89,
      "3749": 234,
      "3746": 67,
      "3748": 45,
      "3750": 23,
      "4195": 312,
      "4196": 178,
      "4197": 92,
      "4362": 56,
      "4373": 34,
      "5932": 128,
      "7471": 45,
      "6358": 67,
      "7474": 23,
      "7440": 89,
      "7473": 12,
      "7475": 34,
      "7476": 56,
      "7477": 78,
      "7478": 23,
      "7479": 45,
      "7480": 67,
      "7472": 34,
      "7531": 12,
      "7693": 8,
      "a7069dca-b9b1-4bf5-9a41-20dd75bf6f62": 45,
      "01a12ac1-8f14-4600-a4ee-c930ee4057bf": 23,
      "004ce44d-b69d-4acb-becd-78c3359e0002": 12
    },
    "filterDetails": {
      "all": {
        "id": "all",
        "name": "All Tickets",
        "type": "system"
      },
      "3745": {
        "id": "3745",
        "name": "Open",
        "type": "status",
        "color": "#3B82F6"
      },
      "3747": {
        "id": "3747",
        "name": "In Progress",
        "type": "status",
        "color": "#F59E0B"
      },
      "3749": {
        "id": "3749",
        "name": "Pending",
        "type": "status",
        "color": "#8B5CF6"
      },
      "3746": {
        "id": "3746",
        "name": "Resolved",
        "type": "status",
        "color": "#10B981"
      },
      "3748": {
        "id": "3748",
        "name": "Closed",
        "type": "status",
        "color": "#6B7280"
      },
      "3750": {
        "id": "3750",
        "name": "Cancelled",
        "type": "status",
        "color": "#EF4444"
      },
      "4195": {
        "id": "4195",
        "name": "Critical",
        "type": "priority",
        "color": "#DC2626"
      },
      "4196": {
        "id": "4196",
        "name": "High",
        "type": "priority",
        "color": "#F97316"
      },
      "4197": {
        "id": "4197",
        "name": "Medium",
        "type": "priority",
        "color": "#EAB308"
      },
      "7471": {
        "id": "7471",
        "name": "Assigned to Me",
        "type": "assignment"
      },
      "7472": {
        "id": "7472",
        "name": "My Team",
        "type": "team"
      },
      "a7069dca-b9b1-4bf5-9a41-20dd75bf6f62": {
        "id": "a7069dca-b9b1-4bf5-9a41-20dd75bf6f62",
        "name": "VIP Customers",
        "type": "custom"
      },
      "01a12ac1-8f14-4600-a4ee-c930ee4057bf": {
        "id": "01a12ac1-8f14-4600-a4ee-c930ee4057bf",
        "name": "SLA Breached",
        "type": "custom"
      },
      "004ce44d-b69d-4acb-becd-78c3359e0002": {
        "id": "004ce44d-b69d-4acb-becd-78c3359e0002",
        "name": "Unassigned > 24h",
        "type": "custom"
      }
    },
    "summary": {
      "totalOpen": 479,
      "totalClosed": 1063,
      "slaBreached": 23,
      "dueToday": 45,
      "overdue": 12
    },
    "computedAt": "2025-07-10T12:34:56.789Z",
    "timezone": "Asia/Calcutta"
  },
  "timestamp": "2025-07-10T12:34:56.789Z"
}

Error Responses

Status Code	Error	Description
`400 Bad Request`	Invalid request body	Occurs when `filterIds` is missing, empty, or contains invalid values
`401 Unauthorized`	Authentication failed	Bearer token is missing, expired, or invalid
`403 Forbidden`	Insufficient permissions	User lacks required roles to access ticket counts
`404 Not Found`	Resource not found	The specified tenant or realm does not exist
`422 Unprocessable Entity`	Invalid filter ID	One or more filter IDs do not exist or are not accessible
`500 Internal Server Error`	Server error	Unexpected server-side error during processing

Example Error Response:

{
  "success": false,
  "error": {
    "code": "INVALID_FILTER_ID",
    "message": "One or more filter IDs are invalid",
    "details": {
      "invalidIds": ["invalid-uuid-here", "9999"]
    }
  },
  "timestamp": "2025-07-10T12:34:56.789Z"
}

Notes

Filter ID Types: The filterIds array can contain different types of identifiers:
- "all" — System filter for all accessible tickets
- Numeric IDs (e.g., "3745") — Predefined system filters (statuses, priorities, categories)
- UUIDs (e.g., "a7069dca-b9b1-4bf5-9a41-20dd75bf6f62") — Custom saved filters created by users
Filter Categories: Predefined filters typically include:
- Status filters — Open, In Progress, Pending, Resolved, Closed
- Priority filters — Critical, High, Medium, Low
- Assignment filters — Assigned to Me, Unassigned, My Team
- Time-based filters — Created Today, Due Today, Overdue
- SLA filters — SLA Breached, At Risk
Custom Filters: Users can create and save custom filters which are identified by UUIDs. These filters can combine multiple conditions.
Timezone Handling: The timezone parameter affects date-based calculations such as:
- "Created Today" filter
- "Due Today" filter
- SLA calculations
- Use IANA timezone format (e.g., "Asia/Calcutta", "America/New_York", "Europe/London")
Template Profile Filter: When templateProfileFilterId is provided, all counts are calculated within the context of that saved filter profile (acts as a base filter).
Performance Optimization: Request only the filter IDs you need to display. Requesting counts for many filters in a single call is more efficient than multiple individual requests.
Role-Based Counts: Counts are calculated based on the user's role and permissions:
- ticket_user — Sees only own tickets
- ticket_agent — Sees assigned and team tickets
- ticket_admin — Sees all tickets
Cache Considerations: Counts can change frequently. Consider implementing client-side polling or using the SSE endpoint for real-time updates.
Summary Statistics: The response may include a summary object with commonly needed aggregate statistics for quick dashboard display.
Multi-Tenancy: The x-tenantid header is mandatory. Each tenant has independent filter configurations and ticket data.

Endpoint​

Authentication​

Headers​

Path Parameters​

Query Parameters​

Request Body Schema​

Example Request Body​

Example cURL​

Success Response Example​

Error Responses​

Notes​