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Overview

This node integrates with the Monitchat platform to manage customer conversations and tickets. Specifically, the Change Ticket Status operation allows users to update the status of a support ticket within Monitchat. This is useful in scenarios where you want to automate ticket workflow management, such as marking tickets as resolved, pending, or escalated based on external triggers or business logic.

Practical examples include:

  • Automatically closing tickets after a follow-up message is sent.
  • Changing ticket status when an external CRM updates a case.
  • Escalating tickets by changing their status when certain conditions are met.

Properties

Name Meaning
Ticket id The unique identifier of the conversation/ticket whose status you want to change.
Status The new status to assign to the ticket. Options are dynamically loaded from Monitchat and represent available ticket statuses in your system.

Output

The node outputs JSON data representing the response from the Monitchat API after attempting to change the ticket status. This typically includes confirmation of the status update or error details if the operation failed.

Example output structure (simplified):

{
  "success": true,
  "message": "Ticket status updated successfully",
  "data": {
    "ticketId": "12345",
    "newStatus": "resolved"
  }
}

If an error occurs and "Continue On Fail" is enabled, the output will contain an error field with the error message.

No binary data output is produced by this operation.

Dependencies

  • Requires an API key credential for Monitchat to authenticate requests.
  • Makes HTTP POST requests to Monitchat's API endpoint:
    https://api-v4.monitchat.com/api/v1/token/setTicketStatus
  • The node expects the Monitchat API to be reachable and the provided API key to have permissions to change ticket statuses.

Troubleshooting

  • Common issues:

    • Invalid or expired API key causing authentication failures.
    • Providing an incorrect or non-existent ticket ID.
    • Selecting a status ID that does not exist or is not valid for the ticket.
    • Network connectivity problems preventing access to Monitchat API.

  • Error messages and resolutions:

    • "Não foi possível obter o status do ticket" (Could not get ticket status): Indicates failure to retrieve available statuses; check API key validity and network.
    • API errors returned in the response body will be passed through; ensure the ticket ID and status ID are correct.
    • If the node throws an error about invalid response format, verify that the Monitchat API is operational and returning expected JSON.

  • Enable "Continue On Fail" to handle errors gracefully and inspect error messages in the output.

Links and References

This summary focuses solely on the Change Ticket Status operation of the Monitchat node as requested.

Discussion