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| 1 | +{ |
| 2 | + "id": 1234, |
| 3 | + "group_id": 9, |
| 4 | + "priority_id": 2, |
| 5 | + "state_id": 4, |
| 6 | + "organization_id": null, |
| 7 | + "number": "123456", |
| 8 | + "title": "Mustermann (+1234567890) über WhatsApp", |
| 9 | + "owner_id": 4, |
| 10 | + "customer_id": 321, |
| 11 | + "note": null, |
| 12 | + "first_response_at": "2026-03-03T09:58:25.502Z", |
| 13 | + "first_response_escalation_at": null, |
| 14 | + "first_response_in_min": 0, |
| 15 | + "first_response_diff_in_min": 59940, |
| 16 | + "close_at": "2026-03-03T09:58:46.200Z", |
| 17 | + "close_escalation_at": null, |
| 18 | + "close_in_min": null, |
| 19 | + "close_diff_in_min": null, |
| 20 | + "update_escalation_at": null, |
| 21 | + "update_in_min": null, |
| 22 | + "update_diff_in_min": null, |
| 23 | + "last_close_at": "2026-03-03T10:02:21.125Z", |
| 24 | + "last_contact_at": "2026-03-03T10:02:10.280Z", |
| 25 | + "last_contact_agent_at": "2026-03-03T10:02:10.280Z", |
| 26 | + "last_contact_customer_at": "2026-03-03T09:58:01.887Z", |
| 27 | + "last_owner_update_at": null, |
| 28 | + "create_article_type_id": 14, |
| 29 | + "create_article_sender_id": 2, |
| 30 | + "article_count": 3, |
| 31 | + "escalation_at": null, |
| 32 | + "pending_time": null, |
| 33 | + "type": null, |
| 34 | + "time_unit": null, |
| 35 | + "preferences": { |
| 36 | + "channel_id": 14, |
| 37 | + "channel_area": "WhatsApp::Business", |
| 38 | + "whatsapp": { |
| 39 | + "from": { |
| 40 | + "phone_number": "1234567890", |
| 41 | + "display_name": "Mustermann" |
| 42 | + }, |
| 43 | + "timestamp_incoming": "1772531879", |
| 44 | + "timestamp_outgoing": "1772532133" |
| 45 | + }, |
| 46 | + "escalation_calculation": { |
| 47 | + "first_response_at": "2026-03-03T09:58:25.502Z", |
| 48 | + "last_update_at": "2026-03-03T10:02:10.280Z", |
| 49 | + "close_at": "2026-03-03T09:58:46.200Z", |
| 50 | + "last_contact_at": "2026-03-03T10:02:10.280Z", |
| 51 | + "sla_id": 1, |
| 52 | + "sla_updated_at": "2025-08-11T13:06:22.275Z", |
| 53 | + "calendar_id": 1, |
| 54 | + "calendar_updated_at": "2026-03-02T14:34:40.449Z", |
| 55 | + "escalation_disabled": false |
| 56 | + } |
| 57 | + }, |
| 58 | + "updated_by_id": 4, |
| 59 | + "created_by_id": 243, |
| 60 | + "created_at": "2026-03-03T09:58:01.746Z", |
| 61 | + "updated_at": "2026-03-03T10:02:21.122Z", |
| 62 | + "checklist_id": null, |
| 63 | + "category": "", |
| 64 | + "supportclaim": false, |
| 65 | + "product_line": [ |
| 66 | + "TEST" |
| 67 | + ], |
| 68 | + "referencing_checklist_ids": [], |
| 69 | + "article_ids": [ |
| 70 | + 5926, |
| 71 | + 5927, |
| 72 | + 5928, |
| 73 | + 5931 |
| 74 | + ], |
| 75 | + "ticket_time_accounting_ids": [] |
| 76 | +} |
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