diff --git a/backend/Templates-test/template_crm_sap_gradesco_using_tasks2.json b/backend/Templates-test/template_crm_sap_gradesco_using_tasks2.json
new file mode 100644
index 0000000..394b39b
--- /dev/null
+++ b/backend/Templates-test/template_crm_sap_gradesco_using_tasks2.json
@@ -0,0 +1,241 @@
+{
+  "authentication": {
+    "type": "basic",
+    "userName": "_INTEGRACAO_",
+    "passWord": "p3G44K10366",
+    "crmPhoneTest": "+5511998765123"
+  },
+  "crmRest": [
+    {
+      "createContactRecord": {
+        "request": {
+          "requestContentType": "application/json",
+          "requestEncoding": "Json",
+          "requestType": "Post",
+          "responseType": "Json",
+          "url": "https://my365398.crm.ondemand.com/sap/c4c/odata/v1/c4codataapi/ContactCollection"
+        },
+        "body": {
+          "LastName": "crmLastName",
+          "FirstName": "crmFirstName",
+          "Phone": "+crmPhone",
+          "Mobile": "+crmPhone",
+          "AccountID": "1000320"
+        },
+        "response": {
+          "id": "d.results.ContactID",
+          "objectId": "d.results.ObjectID"
+        }
+      }
+    },
+    {
+      "createContactRecord2": {
+        "request": {
+          "requestContentType": "application/json",
+          "requestEncoding": "Json",
+          "requestType": "Post",
+          "responseType": "Json",
+          "url": "https://my365398.crm.ondemand.com/sap/c4c/odata/v1/c4codataapi/IndividualCustomerCollection"
+        },
+        "body": {
+          "RoleCode": "CRM000",
+          "LastName": "crmLastName",
+          "FirstName": "crmFirstName",
+          "Phone": "+crmPhone",
+          "Mobile": "+crmPhone"
+        },
+        "response": {
+          "id": "d.results.CustomerID",
+          "objectId": "d.results.ObjectID"
+        }
+      }
+    },
+    {
+      "lookupContactByPhone": {
+        "request": {
+          "requestContentType": "application/json",
+          "requestEncoding": "Json",
+          "requestType": "Get",
+          "responseType": "Json",
+          "url": "https://my365398.crm.ondemand.com/sap/c4c/odata/v1/c4codataapi/ContactCollection?$select=ObjectID,FirstName,LastName,Email,StatusCode,AccountID,StatusCodeText,Phone,Mobile,NormalisedMobile,ContactID&$filter=NormalisedMobile eq '%2BcrmPhone'"
+        },
+        "response": {
+          "phone": "d.results[0].NormalisedMobile",
+          "id": "d.results[0].ContactID",
+          "objectId": "d.results[0].ObjectID",
+          "accountId": "d.results[0].AccountID"
+        }
+      }
+    },
+    {
+      "lookupContactByPhone2": {
+        "request": {
+          "requestContentType": "application/json",
+          "requestEncoding": "Json",
+          "requestType": "Get",
+          "responseType": "Json",
+          "url": "https://my365398.crm.ondemand.com/sap/c4c/odata/v1/c4codataapi/IndividualCustomerCollection?%24select=ObjectID%2CFirstName%2CLastName%2CEmail%2CPhone%2CMobile%2CNormalisedPhone%2CNormalisedMobile%2CCustomerID&%24filter=NormalisedPhone%20eq%20%27%2BcrmPhone%27"
+        },
+        "response": {
+          "phone": "d.results[0].NormalisedPhone",
+          "id": "d.results[0].CustomerID",
+          "objectId": "d.results[0].ObjectID"
+        }
+      }
+    },
+    {
+      "callJournaling": {
+        "request": {
+          "requestContentType": "application/json",
+          "requestEncoding": "Json",
+          "requestType": "Post",
+          "responseType": "Json",
+          "url": "https://my365398.crm.ondemand.com/sap/c4c/odata/v1/c4codataapi/PhoneCallCollection"
+        },
+        "calls": [
+          {
+            "inboundAnsweredCall": {
+              "Subject": "Ligação recebida",
+              "Status": "1",
+              "InitiatorCode": "2",
+              "DataOriginTypeCode": "3",
+              "MainContactPartyID": "crmContactId"
+            }
+          },
+          {
+            "outboundAnsweredCall": {
+              "Subject": "Ligação Realizada",
+              "Status": "1",
+              "InitiatorCode": "3",
+              "DataOriginTypeCode": "3",
+              "MainContactPartyID": "crmContactId"
+            }
+          }
+        ]
+      }
+    },
+    {
+      "chatJournaling": {
+        "request": {
+          "requestContentType": "application/json",
+          "requestEncoding": "Json",
+          "requestType": "Post",
+          "responseType": "Json",
+          "url": "https://my365398.crm.ondemand.com/sap/c4c/odata/v1/c4codataapi/TasksCollection"
+        },
+        "chats": [
+          {
+            "chatDone": {
+              "Subject": "URL de la conversación en omnihit",
+              "Status": "1",
+              "PriorityCode": "3",
+              "MainContactPartyID": "crmContactId",
+              "TasksTextCollection": {
+                "results": [
+                  {
+                    "Text": "Conversación iniciada por WhatsApp. URL de la conversación de Ominhit: chatLink",
+                    "TypeCode": "10002"
+                  }
+                ]
+              }
+            }
+          }
+        ]
+      }
+    },
+    {
+      "redirectLink": {
+        "request": {
+          "url": "https://my365398.crm.ondemand.com/sap/public/byd/runtime?bo_ns=http%3A%2F%2Fsap.com%2FthingTypes&bo=COD_GENERIC&node=Root&operation=OnExtInspect&param.Type=COD_CONTACT_TT&param.InternalID=crmContactId"
+        }
+      }
+    },
+    {
+      "redirectLink2": {
+        "request": {
+          "url": "https://my365398.crm.ondemand.com/sap/ap/ui/clogin?saml2=disabled&app.component=%2fSAP_UI_CT%2fMain%2froot.uiccwoc&rootWindow=X&redirectUrl=%2fsap%2fpublic%2fbyd%2fruntime&supressAutoLogon=true&sap-ui-language=en_us#Nav/1/crmTicketId"
+        }
+      }
+    },
+    {
+      "createTicketRecord": {
+        "request": {
+          "requestContentType": "application/json",
+          "requestEncoding": "Json",
+          "requestType": "Post",
+          "responseType": "Json",
+          "url": "https://my365398.crm.ondemand.com/sap/c4c/odata/v1/c4codataapi/ServiceRequestCollection"
+        },
+        "body": {
+          "Name": "Nova Solicitação de Serviço API (Com Contato) test 09",
+          "ServicePriorityCode": "3",
+          "ServiceRequestUserLifeCycleStatusCode": "1",
+          "DataOriginTypeCode": "3",
+          "BuyerPartyID": "crmAccountId",
+          "BuyerMainContactPartyID": "crmContactId",
+          "ServiceIssueCategoryID": "Z1000"
+        },
+        "response": {
+          "id": "d.results.ID",
+          "objectId": "d.results.ObjectID"
+        }
+      }
+    },
+    {
+      "createTicketRecord2": {
+        "request": {
+          "requestContentType": "application/json",
+          "requestEncoding": "Json",
+          "requestType": "Post",
+          "responseType": "Json",
+          "url": "https://my365398.crm.ondemand.com/sap/c4c/odata/v1/c4codataapi/ServiceRequestCollection"
+        },
+        "body": {
+          "Name": "Nova Solicitação de Serviço API (Com Contato) individual customers 1",
+          "ServicePriorityCode": "3",
+          "ServiceRequestUserLifeCycleStatusCode": "1",
+          "DataOriginTypeCode": "3",
+          "BuyerPartyID": "crmContactId",
+          "ReportedForPartyID": "crmContactId",
+          "ServiceIssueCategoryID": "Z1000"
+        },
+        "response": {
+          "id": "d.results.ID",
+          "objectId": "d.results.ObjectID"
+        }
+      }
+    },
+    {
+      "lookupTicket": {
+        "request": {
+          "requestContentType": "application/json",
+          "requestEncoding": "Json",
+          "requestType": "Get",
+          "responseType": "Json",
+          "url": "https://my365398.crm.ondemand.com/sap/c4c/odata/v1/c4codataapi/ServiceRequestCollection?$filter=BuyerMainContactPartyID%20eq%20%crmContactId%27%20and%20ServiceRequestUserLifeCycleStatusCode%20eq%20%271%27"
+        },
+        "response": {
+          "id": "d.results[0].ID",
+          "objectId": "d.results[0].ObjectID",
+          "status": "d.results[0].ServiceRequestUserLifeCycleStatusCodeText"
+        }
+      }
+    },
+    {
+      "lookupTicket2": {
+        "request": {
+          "requestContentType": "application/json",
+          "requestEncoding": "Json",
+          "requestType": "Get",
+          "responseType": "Json",
+          "url": "https://my365398.crm.ondemand.com/sap/c4c/odata/v1/c4codataapi/ServiceRequestCollection?$filter=BuyerPartyID%20eq%20%27crmContactId%27%20and%20ServiceRequestUserLifeCycleStatusCode%20eq%20%271%27"
+        },
+        "response": {
+          "id": "d.results[0].ID",
+          "objectId": "d.results[0].ObjectID",
+          "status": "d.results[0].ServiceRequestUserLifeCycleStatusCodeText"
+        }
+      }
+    }
+  ]
+}
diff --git a/backend/controllers/crmController.js b/backend/controllers/crmController.js
index 20e8f15..825f430 100644
--- a/backend/controllers/crmController.js
+++ b/backend/controllers/crmController.js
@@ -32,6 +32,7 @@ const sfcase = require('../utils/sfCase')
 const sfCaseUpdate = require('../utils/sfCaseUpdate')
 const removeZeroInicial = require('../utils/removeZeroInicial')
 const lookupContactByEmail = require('../utils/lookupCRMContactByEmail')
+const generateC4CServiceRequestDeepLinkBase64 = require('../utils/generateC4CServiceRequestDeepLinkBase64')
 
 
 const contactCreate = async (req, res) => {
@@ -39,11 +40,11 @@ const contactCreate = async (req, res) => {
     const { companyId, crmFirstName, crmLastName, crmPhone, crmEmail, dynamicBodyRequest } = req.body
 
     // mustContainProperties(req, ['companyId', 'crmPhone',])
-    
+
     if (!companyId || (!crmPhone && !crmEmail)) {
         return res.status(StatusCodes.BAD_REQUEST).json({
             message: 'companyId e crmPhone ou crmEmail são obrigatórios.'
-        });
+        })
     }
     await createCRMContact(companyId, crmFirstName, crmPhone, crmEmail, crmLastName, dynamicBodyRequest)
 
@@ -72,39 +73,39 @@ const contactCreate = async (req, res) => {
 //     res.status(StatusCodes.OK).json({ exist: false })
 // }
 const checkContact = async (req, res) => {
-    const { companyId, crmPhone, crmEmail } = req.body;
+    const { companyId, crmPhone, crmEmail } = req.body
 
     if (!companyId || (!crmPhone && !crmEmail)) {
         return res.status(StatusCodes.BAD_REQUEST).json({
             message: 'companyId and either crmPhone or crmEmail are required.'
-        });
+        })
     }
 
-    const crmFiles = await loadCRM(companyId);
+    const crmFiles = await loadCRM(companyId)
 
     if (crmFiles.length > 0) {
-        const { crmRest: rest, authentication } = crmFiles[0].crm;
-        let contact = null;
+        const { crmRest: rest, authentication } = crmFiles[0].crm
+        let contact = null
 
         if (crmPhone) {
-            contact = await lookupContactByPhone(rest, authentication, crmPhone, companyId);
+            contact = await lookupContactByPhone(rest, authentication, crmPhone, companyId)
         }
         if (!contact?.exist && crmEmail) {
-            contact = await lookupContactByEmail(rest, authentication, crmEmail, companyId);
+            contact = await lookupContactByEmail(rest, authentication, crmEmail, companyId)
         }
         if (contact?.exist) {
-            return res.status(StatusCodes.OK).json({ exist: contact.exist });
+            return res.status(StatusCodes.OK).json({ exist: contact.exist })
         }
     }
 
-    res.status(StatusCodes.OK).json({ exist: false });
-};
+    res.status(StatusCodes.OK).json({ exist: false })
+}
 
 // const contactActivity = async (req, res) => {
 //     const { companyId, crmPhone, ticketId } = req.body
 
 //     mustContainProperties(req, ['companyId', 'crmPhone', 'ticketId'])
-    
+
 //     await whatsappJournalingCRM(
 //         companyId,
 //         crmPhone,
@@ -117,16 +118,16 @@ const checkContact = async (req, res) => {
 // }
 const contactActivity = async (req, res) => {
     // 1. Recebe 'crmEmail' do corpo da requisição
-    const { companyId, crmPhone, crmEmail, ticketId, dynamicBodyRequest } = req.body;
+    const { companyId, crmPhone, crmEmail, ticketId, dynamicBodyRequest } = req.body
 
     // 2. Ajusta a validação para que 'crmPhone' ou 'crmEmail' seja obrigatório
     // Se nenhum dos dois for fornecido, a requisição é inválida.
     if (!crmPhone && !crmEmail) {
         return res.status(StatusCodes.BAD_REQUEST).send({
             message: "crmPhone ou crmEmail é obrigatório."
-        });
+        })
     }
-    
+
     // A validação para 'companyId' e 'ticketId' continua, se forem obrigatórios
     // mustContainProperties(req, ['companyId', 'ticketId']);
 
@@ -139,10 +140,10 @@ const contactActivity = async (req, res) => {
         ticketId,
         crmEmail,
         dynamicBodyRequest
-    );
+    )
 
-    res.status(StatusCodes.OK).send();
-};
+    res.status(StatusCodes.OK).send()
+}
 
 const deleteCrm = async (req, res) => {
 
@@ -191,13 +192,13 @@ const callJournaling = async (req, res) => {
         // return res.status(StatusCodes.OK).send()
 
         // Refactor this in the future. Integração Gradezco colombia, o crm sap precisa criar o contato com o + no inicio seguido do codigo do pais 
-        if(companyId == "4953"){ // companyId da gradezco colombia
+        if (companyId == "4953") { // companyId da gradezco colombia
             crmPhone = '57' + crmPhone
         }
-        else{
+        else {
             crmPhone = '55' + crmPhone
         }
- 
+
         console.log('========> CRMPHONE: ', crmPhone)
         console.log('========> COMPANY ID before: ', companyId)
 
@@ -223,17 +224,18 @@ const callJournaling = async (req, res) => {
         //     throw new CustomError.BadRequestError(`The crmCallDuration property must be provided when operation is outboundAsweredCall`)
 
 
-
-
         if (!crmCallDuration || crmCallDuration.trim() == "" || crmCallDuration == "0")
             crmCallDuration = "10"
 
 
-        console.log("=======================> crmLastName: ", crmLastName)  
+        console.log("=======================> crmLastName: ", crmLastName)
 
         // crmLastName
-        if (operationStatus == "hangup") 
-            await journaling(companyId, operation, crmPhone, crmAgent, crmCallDuration, crmFirstName, crmLastName)
+        if (operationStatus == "hangup") {
+            let resp = await journaling(companyId, operation, crmPhone, crmAgent, crmCallDuration, crmFirstName, crmLastName)
+            return res.status(StatusCodes.OK).json({ ticketLinks: resp })
+        }
+
 
 
         else if (operationStatus == "update-answer") {
@@ -269,27 +271,63 @@ const callJournaling = async (req, res) => {
 
 }
 
-const contactLink = async (req, res) => {
-    const { companyId, contactId } = req.query
+const ticketLink = async (req, res) => {
+
+    const { companyId, ticketId } = req.query
 
     const crmFiles = await loadCRM(companyId)
-     
+
     const crmContactIds = []
 
     for (const crmConfig of crmFiles) {
 
-        const { crmRest: rest, authentication } = crmConfig.crm  
+        const { crmRest: rest, authentication } = crmConfig.crm
+
+        let redirectLink = findProperty(rest, 'redirectLink2')
+
+        if (redirectLink) {
+
+            const url = redirectLink?.request?.url?.replace("crmTicketId", generateC4CServiceRequestDeepLinkBase64(ticketId))
+
+            console.log('===============> ticketLink redirect Link: ', url)
+
+            return res.status(StatusCodes.OK).json({ link: url })
+        }
+
+    }
+
+    res.status(StatusCodes.NOT_FOUND).json({ message: "Company id not found or not exist redirectLink2 property in template crm" })
+
+}
+
+const contactLink = async (req, res) => {
+    const { companyId, contactId } = req.query
+
+    // test start
+    // return res.status(StatusCodes.OK).json({
+    //     "link": "https://my365398.crm.ondemand.com/sap/ap/ui/clogin?saml2=disabled&app.component=%2fSAP_UI_CT%2fMain%2froot.uiccwoc&rootWindow=X&redirectUrl=%2fsap%2fpublic%2fbyd%2fruntime&supressAutoLogon=true&sap-ui-language=en_us#Nav/1/eyJ0aGluZ3BhcmFtcyI6eyJLZXkiOiJPYm5LZXkkPD94bWwgdmVyc2lvbj1cIjEuMFwiIGVuY29kaW5nPVwidXRmLTE2XCI/PjxPYm5LZXk+PFNvdXJjZT48U291cmNlUGF0aD4vQllEX0NPRC9TZXJ2aWNlT25EZW1hbmQvUHJpdmF0ZUFjY291bnQvQ09EX1NFT0RfSU5EX0FDQ09VTlRfVEkuVEkudWljb21wb25lbnQ8L1NvdXJjZVBhdGg+PC9Tb3VyY2U+PFBhdGg+L1Jvb3QvVGlja2V0TGlzdFswMkMyQUM2NEFDRUMxRkQwQUJCREE2RTAwQTQ0MDQzN10vVVVJRDwvUGF0aD48RGF0YT48VVVJRD4wMkMyQUM2NEFDRUMxRkQwQUJCREE2RTAwQTQ0MDQzNzwvVVVJRD48L0RhdGE+PC9PYm5LZXk+IiwiU291cmNlUGF0aCI6Ii9Sb290L1RpY2tldExpc3RbMDJDMkFDNjRBQ0VDMUZEMEFCQkRBNkUwMEE0NDA0MzddL1VVSUQifSwiaW5Qb3J0IjoiSW5zcGVjdCIsInRhcmdldCI6Ii9CWURfQ09EL1NlcnZpY2VPbkRlbWFuZC9Db2xsYWJvcmF0aW9uL0NPRF9TUl9USS5USS51aWNvbXBvbmVudCIsIndpbklkIjoiYzE1YTIyOWY4ZmQwNGFmNmI0YTJlOTFjYTNlMGZkM2MifQ=="
+    // })
+    // test end
+
+
+    const crmFiles = await loadCRM(companyId)
+
+    const crmContactIds = []
+
+    for (const crmConfig of crmFiles) {
+
+        const { crmRest: rest, authentication } = crmConfig.crm
 
         // Send the edited contact/lead link url to hitphone to open on another browser tab
         let redirectLink = findProperty(rest, 'redirectLink')
 
-        if (redirectLink) { 
+        if (redirectLink) {
 
             const url = redirectLink?.request?.url?.replace(/crmContactId/g, contactId)
 
             console.log('===============> Contact id redirect Link: ', url)
 
-            return res.status(StatusCodes.OK).json({ link: url});
+            return res.status(StatusCodes.OK).json({ link: url })
 
             // console.log('new URL(url).hostname: ', new URL(url).hostname)
 
@@ -299,7 +337,7 @@ const contactLink = async (req, res) => {
 
     }
 
-    res.status(StatusCodes.NOT_FOUND).json({ message: "Company id not found!"});
+    res.status(StatusCodes.NOT_FOUND).json({ message: "Company id not found!" })
 
 }
 
@@ -358,7 +396,7 @@ const oauthCallBack = async (req, res) => {
     console.log('xxxxxxxxxx companyId: ', companyId)
     console.log('xxxxxxxxxx code: ', code)
 
-    if (code) { 
+    if (code) {
 
         let crmOauth = await CRM.findOne({ 'crm.authentication.crmClientId': clientId, 'companyId': companyId })
 
@@ -534,6 +572,7 @@ const createTicket = async (req, res) => {
         .catch(function (error) {
 
             console.error(`Error on create ticket: companyID ${companyId} | crmPhone: ${crmPhone}`)
+            console.error(error)
             console.error(error?.response?.data)
             console.error(error?.response?.status)
             console.error(error?.response?.headers)
@@ -689,26 +728,26 @@ const webhook_crm = async (req, res) => {
     }
 
     return res.set('Content-Type', 'text/xml').status(StatusCodes.OK).send(responseXml)
-} 
+}
 
 const getClientAccessToken = async (req, res) => {
     const { companyId } = req.params
     const { clientId } = req.query
-    console.log('========> getClientAccessToken companyId: ', companyId, ' clientId: ', clientId);
+    console.log('========> getClientAccessToken companyId: ', companyId, ' clientId: ', clientId)
 
     if (!companyId || !clientId) {
-        console.error('Company ID or Client ID is missing in the request parameters.');
-        return res.status(StatusCodes.BAD_REQUEST).send({ msg: "Company ID and Client ID are required!" });
+        console.error('Company ID or Client ID is missing in the request parameters.')
+        return res.status(StatusCodes.BAD_REQUEST).send({ msg: "Company ID and Client ID are required!" })
     }
 
-    const accessToken = await getAccessToken(clientId, companyId);
+    const accessToken = await getAccessToken(clientId, companyId)
 
     if (!accessToken) {
-        console.error(`Access token not found for companyId: ${companyId} and clientId: ${clientId}`);
-        return res.status(StatusCodes.NOT_FOUND).send({ msg: "Access token not found!" });
+        console.error(`Access token not found for companyId: ${companyId} and clientId: ${clientId}`)
+        return res.status(StatusCodes.NOT_FOUND).send({ msg: "Access token not found!" })
     }
 
-    return res.status(StatusCodes.OK).json({ accessToken });
+    return res.status(StatusCodes.OK).json({ accessToken })
 }
 
 module.exports = {
@@ -729,7 +768,8 @@ module.exports = {
     checkContact,
     contactActivity,
     getClientAccessToken,
-    contactLink
+    contactLink,
+    ticketLink
 }
 
 
diff --git a/backend/models/CRM.js b/backend/models/CRM.js
index 556ced8..32ef680 100644
--- a/backend/models/CRM.js
+++ b/backend/models/CRM.js
@@ -77,22 +77,43 @@ const CRMRestSchema = new Schema({
         body: Object,
         response: Object
     },
+    createContactRecord2: {
+        request: RequestSchema,
+        body: Object,
+        response: Object
+    },
     lookupContactByPhone: {
         request: RequestSchema,
         response: Object
     },
+    lookupContactByPhone2: {
+        request: RequestSchema,
+        response: Object
+    },
     createTicketRecord: {
         request: RequestSchema,
         body: Object,
         response: Object
     },
+    createTicketRecord2: {
+        request: RequestSchema,
+        body: Object,
+        response: Object
+    },
     lookupTicket: {
         request: RequestSchema,
         response: Object
     },
+    lookupTicket2: {
+        request: RequestSchema,
+        response: Object
+    },
     redirectLink: {
         request: RedirectUrlSchema
     },
+    redirectLink2: {
+        request: RedirectUrlSchema
+    },
     callJournaling: CallJournalingSchema,
     chatJournaling: ChatJournalingSchema,
     createCase: {
diff --git a/backend/models/CRM_Ticket.js b/backend/models/CRM_Ticket.js
index a7ad280..dc8f258 100644
--- a/backend/models/CRM_Ticket.js
+++ b/backend/models/CRM_Ticket.js
@@ -11,17 +11,20 @@ const crmTicketSchema = new Schema({
         type: mongoose.Schema.ObjectId,
         ref: 'crm',
         required: true
-    }, 
+    },
     ticketId: {
         type: String,
         required: true,
     },
+    ticketId2: {
+        type: String,
+    },
     contact: {
         type: mongoose.Schema.ObjectId,
         ref: 'contact',
         required: true
     },
-}, { timestamps: true }) 
+}, { timestamps: true })
 
 
 const CRM_Ticket = mongoose.model('CRM_Ticket', crmTicketSchema)
diff --git a/backend/routes/crmRoute.js b/backend/routes/crmRoute.js
index ae2af45..0de4ac8 100644
--- a/backend/routes/crmRoute.js
+++ b/backend/routes/crmRoute.js
@@ -1,7 +1,7 @@
 const express = require('express')
 const router = express.Router()
 const { authorization, } = require('../middleware/authentication')
-const { contactCreate, contactActivity, checkContact, sfCreateCase, sfUpdateCase, createTicket, testTemplate, webhook_crm, uploadCrmConfig, callJournaling, oauthCallBack, install, deleteCrm, deleteCompany, getCrms, webhook, getClientAccessToken, contactLink } = require('../controllers/crmController')
+const { contactCreate, contactActivity, checkContact, sfCreateCase, sfUpdateCase, createTicket, testTemplate, webhook_crm, uploadCrmConfig, callJournaling, oauthCallBack, install, deleteCrm, deleteCompany, getCrms, webhook, getClientAccessToken, contactLink, ticketLink } = require('../controllers/crmController')
 const { fileUpload } = require("../utils")
 
 router.route('/create-contact').post(authorization, contactCreate)
@@ -19,6 +19,7 @@ router.route('/salesforce/case').patch(authorization, sfUpdateCase)
 router.route('/oauth-callback').get(oauthCallBack)
 
 router.route('/contact-link').get(authorization, contactLink)
+router.route('/ticket-link').get(authorization, ticketLink)
 
 router.route('/install').get(install)
 router.route('/test').post(testTemplate)
diff --git a/backend/utils/createContact.js b/backend/utils/createContact.js
index c2dcc31..c2d5d2e 100644
--- a/backend/utils/createContact.js
+++ b/backend/utils/createContact.js
@@ -8,13 +8,27 @@ const CRM = require('../models/CRM')
 const requestConfigHeader = require('./requestConfigHeader')
 const sendMessageSocket = require('./sendMessageSocket')
 
-async function createContact(companyId, rest, authentication, crmPhone = '', crmFirstName = 'Username', crmLastName = 'Last name', crmEmail = '', test = {}, dynamicBodyRequest = {}) {
-    let { request, body, response } = findProperty(rest, 'createContactRecord')
-  
+async function createContact(companyId, rest, authentication, crmPhone = '', crmFirstName = 'Username', crmLastName = 'Last name', crmEmail = '', test = {}, dynamicBodyRequest = {}, flow = 1) {
+
+    let propertyKey
+
+    switch (flow) {
+        case 2:
+            propertyKey = 'createContactRecord2'
+            break
+        default:
+            propertyKey = 'createContactRecord'
+            break
+    }
+
+    console.log("===============> createContact propertyKey: ", propertyKey)
+
+    let { request, body, response } = findProperty(rest, propertyKey)
+
     const { requestContentType, requestEncoding, requestType, responseType, url } = request
 
     // O identificador a ser usado na requisição (prioriza telefone, mas usa e-mail se não houver)
-    const lookupValue = crmPhone || crmEmail;
+    const lookupValue = crmPhone || crmEmail
 
     body = flatten(body)
 
@@ -25,13 +39,13 @@ async function createContact(companyId, rest, authentication, crmPhone = '', crm
         crmEmail
     }
 
-    for (const prop in body) { 
+    for (const prop in body) {
 
         // Para o crm SAP que precisa do +57 no inicio do contato para ser criado corretamente
-        if(body[prop].includes("+crmPhone")){
-            body[prop] = `+${crmPhone}` 
+        if (body[prop].includes("+crmPhone")) {
+            body[prop] = `+${crmPhone}`
             continue
-        } 
+        }
 
         if (mapping.hasOwnProperty(body[prop])) {
 
@@ -49,7 +63,7 @@ async function createContact(companyId, rest, authentication, crmPhone = '', crm
         }
     }
 
-    body = unflatten(body)  
+    body = unflatten(body)
 
     const { type, userName, passWord, token, crmClientId } = authentication
 
@@ -65,7 +79,7 @@ async function createContact(companyId, rest, authentication, crmPhone = '', crm
 
     console.log('#####################')
     console.log('CREATE CONTACT PAYLOAD: ', JSON.stringify(config, null, 6))
-    console.log('#####################') 
+    console.log('#####################')
 
     if (dynamicBodyRequest && Object.keys(dynamicBodyRequest) !== 0) {
         config.data = { ...config.data, ...dynamicBodyRequest }
@@ -95,8 +109,6 @@ async function createContact(companyId, rest, authentication, crmPhone = '', crm
         throw error
     }
 
-    // let { data } = await axios(config)
-
     data = flatten(data)
 
     let auxContactId
@@ -107,7 +119,7 @@ async function createContact(companyId, rest, authentication, crmPhone = '', crm
         const _prop = prop.replace(/^\d+\./, '').replace(/(?:^|\.)\d+\b/g, '')
 
         if (_prop == response?.id?.trim()) {
-            auxContactId = data[prop] 
+            auxContactId = data[prop]
         }
 
         if (_prop == response?.objectId?.trim()) {
@@ -117,14 +129,14 @@ async function createContact(companyId, rest, authentication, crmPhone = '', crm
 
     console.log('---------> createContact crmPhone: ', crmPhone, ' | auxContactId: ', auxContactId, ' | auxContactId2: ', auxContactId2)
 
-    if (auxContactId && !test?.testing && crmEmail=='') {
- 
+    if (auxContactId && !test?.testing && crmEmail == '') {
+
         const crm = await CRM.findOne({ companyId, crmBaseURL: new URL(url).hostname })
         // await CRM_Contact.create({ companyId, crm, crmBaseURL: new URL(url).hostname, contactId: auxContactId, phone: crmPhone })
-         await CRM_Contact.create({ companyId, crm, crmBaseURL: new URL(url).hostname, contactId: auxContactId, phone: crmPhone })
+        await CRM_Contact.create({ companyId, crm, crmBaseURL: new URL(url).hostname, contactId: auxContactId, phone: crmPhone })
     }
 
-    return { exist: true, contactId: auxContactId, phone: crmPhone, contactId2: auxContactId2}
+    return { exist: true, contactId: auxContactId, phone: crmPhone, contactId2: auxContactId2, flow: flow }
 
 }
 
diff --git a/backend/utils/createTicket.js b/backend/utils/createTicket.js
index ad8807e..81dc6df 100644
--- a/backend/utils/createTicket.js
+++ b/backend/utils/createTicket.js
@@ -8,18 +8,39 @@ const findProperty = require('./findProperty')
 const CRM = require('../models/CRM')
 const requestConfigHeader = require('./requestConfigHeader')
 const sendEventTicketCreatedToSocket = require('./sendEventTicketCreatedToSocket')
+const generateC4CServiceRequestDeepLinkBase64 = require('./generateC4CServiceRequestDeepLinkBase64')
 
 
-async function createTicket(companyId, rest, authentication, crmPhone, crmFirstName = 'Username', crmLastName = 'Last name', crmEmail = '', test = {}, crmContactId, crmAgent) {
+async function createTicket(companyId, rest, authentication, crmPhone, crmFirstName = 'Username', crmLastName = 'Last name', crmEmail = '', test = {}, contact, crmAgent) {
 
     let ticketUrl = ''
-    let { request, body, response } = findProperty(rest, 'createTicketRecord')
+    let crmContactId = contact.contactId
+
+    let flow = contact?.flow
+    let propertyKey
+
+    switch (flow) {
+        case 2:
+            propertyKey = 'createTicketRecord2'
+            break
+        default:
+            propertyKey = 'createTicketRecord'
+            break
+    }
+
+    console.log('==============> propertyKey createTicketRecord2: ', propertyKey)
+
+    let { request, body, response } = findProperty(rest, propertyKey)
 
     console.log('==============> crmContactId: ', crmContactId)
+    console.log('==============> crmPhone: ', crmPhone)
+    console.log("==============> contact?.flow: ", contact?.flow)
+
 
     const { requestContentType, requestEncoding, requestType, responseType, url } = request
 
     console.log('========> body1: ', JSON.stringify(body, null, 6))
+    console.log("==========>createTicket contact: ", JSON.stringify(contact, null, 6))
 
     body = flatten(body)
 
@@ -30,7 +51,8 @@ async function createTicket(companyId, rest, authentication, crmPhone, crmFirstN
         crmLastName,
         crmPhone,
         crmEmail,
-        crmContactId
+        crmContactId,
+        crmAccountId: contact?.accountId
     }
 
     for (const prop in body) {
@@ -62,11 +84,7 @@ async function createTicket(companyId, rest, authentication, crmPhone, crmFirstN
         sendMessageSocket({ companyId, status: 'processing', data: { request: config, msg } })
     }
 
-    // console.log('===============> createTicket: ', JSON.stringify(config, null, 6))
-
-
-
-
+    console.log('===============> createTicket: ', JSON.stringify(config, null, 6))
 
     let resp
 
@@ -100,6 +118,8 @@ async function createTicket(companyId, rest, authentication, crmPhone, crmFirstN
     data = flatten(data)
 
     let auxTicketId
+    let auxTicketId2
+
 
     for (const prop in data) {
 
@@ -107,24 +127,40 @@ async function createTicket(companyId, rest, authentication, crmPhone, crmFirstN
 
         if (_prop == response?.id?.trim()) {
             auxTicketId = data[prop]
-            break
+        }
+
+        if (_prop == response?.objectId?.trim()) {
+            auxTicketId2 = data[prop]
         }
     }
 
+    console.log("========> createTicket auxTicketId: ", auxTicketId, " | auxTicketId2: ", auxTicketId2)
+
     if (auxTicketId && !test?.testing) {
-        const contact = await CRM_Contact.findOne({ companyId, crmBaseURL: new URL(url).hostname, phone: crmPhone })
+
+        let contact2 = await CRM_Contact.findOne({ companyId, crmBaseURL: new URL(url).hostname, phone: crmPhone })
+
+        if (!contact2) {
+            const crm = await CRM.findOne({ companyId, crmBaseURL: new URL(url).hostname })
+            contact2 = await CRM_Contact.create({ companyId, crm, crmBaseURL: new URL(url).hostname, contactId: contact.contactId, phone: crmPhone })
+        }
+
         const crm = await CRM.findOne({ companyId, crmBaseURL: new URL(url).hostname })
 
-        await CRM_Ticket.create({ companyId, contact, ticketId: auxTicketId, crm })
+        await CRM_Ticket.create({ companyId, contact: contact2, ticketId: auxTicketId, ticketId2: auxTicketId2, crm })
 
-        // ticketUrl = `https://app.hubspot.com/contacts/23636141/ticket/${auxTicketId}`
-        ticketUrl = `https://app.hubspot.com/contacts/${crmAccountId}/ticket/${auxTicketId}`
+        if (url.includes("hubapi")) {
+            ticketUrl = `https://app.hubspot.com/contacts/${crmAccountId}/ticket/${auxTicketId}`
+        }
+        else if (url.includes("c4codataapi")) {
+            ticketUrl = `https://my365398.crm.ondemand.com/sap/ap/ui/clogin?saml2=disabled&app.component=%2fSAP_UI_CT%2fMain%2froot.uiccwoc&rootWindow=X&redirectUrl=%2fsap%2fpublic%2fbyd%2fruntime&supressAutoLogon=true&sap-ui-language=en_us#Nav/1/${generateC4CServiceRequestDeepLinkBase64(auxTicketId2)}`
+        }
 
         sendEventTicketCreatedToSocket({ companyId, extension: crmAgent, ticketUrl: ticketUrl })
 
     }
 
-    return { exist: true, ticketId: auxTicketId, phone: crmPhone, ticketUrl }
+    return { exist: true, ticketId: auxTicketId, ticketId2: auxTicketId2, phone: crmPhone, ticketUrl }
 
 }
 
diff --git a/backend/utils/generateC4CServiceRequestDeepLinkBase64.js b/backend/utils/generateC4CServiceRequestDeepLinkBase64.js
new file mode 100644
index 0000000..6d49e08
--- /dev/null
+++ b/backend/utils/generateC4CServiceRequestDeepLinkBase64.js
@@ -0,0 +1,34 @@
+
+function generateC4CServiceRequestDeepLinkBase64(objectId) {
+  // 1. Defina o XML Template.
+  // O UUID deve ser inserido duas vezes neste XML.
+  const xmlTemplate = `<?xml version="1.0" encoding="utf-16"?><ObnKey><Source><SourcePath>/BYD_COD/SalesOnDemand/Account/UI/COD_Account_TI.TI.uicomponent</SourcePath></Source><Path>/Root/ServiceRequests[${objectId}]/UUID</Path><Data><UUID>${objectId}</UUID></Data></ObnKey>`
+
+  // 2. Defina o objeto JSON completo (Payload).
+  const payload = {
+    "thingparams": {
+      // O XML deve ser incluído dentro da string 'Key' e escapar as aspas.
+      "Key": `ObnKey$${xmlTemplate.replace(/"/g, '\\"')}`,
+      "SourcePath": `/Root/ServiceRequests[${objectId}]/UUID`
+    },
+    "inPort": "Inspect",
+    "target": "/BYD_COD/ServiceOnDemand/Collaboration/COD_SR_TI.TI.uicomponent",
+    // Note: O 'winId' é geralmente fixo ou pode ser dinâmico em algumas implementações. 
+    // Estamos usando o valor que você forneceu:
+    "winId": "b175025e290bfa7a7b5a8c88c3330546"
+  }
+
+  // 3. Converta o objeto JSON para uma string JSON (sem formatação).
+  const jsonString = JSON.stringify(payload)
+
+  // 4. Codifique a string JSON para Base64.
+  // Node.js utiliza Buffer.from(string).toString('base64').
+  const base64String = Buffer.from(jsonString, 'utf8').toString('base64')
+
+  return base64String
+}
+
+module.exports = generateC4CServiceRequestDeepLinkBase64
+
+
+
diff --git a/backend/utils/journaling.js b/backend/utils/journaling.js
index 34e92a5..f882949 100644
--- a/backend/utils/journaling.js
+++ b/backend/utils/journaling.js
@@ -4,20 +4,25 @@ const createContact = require('./createContact')
 const findProperty = require('./findProperty')
 
 const journalingRequest = require('./journalingRequest')
+const ticketCRM = require('./ticketCRM')
 
-async function journaling(companyId, operation, crmPhone, crmAgent, crmCallDuration = 0, crmFirstName ='Username', crmLastName = 'Last name') {
- 
-    const crmFiles = await loadCRM(companyId) 
+async function journaling(companyId, operation, crmPhone, crmAgent, crmCallDuration = 0, crmFirstName = 'Username', crmLastName = 'Last name') {
+
+    const crmFiles = await loadCRM(companyId)
+    const crmTicketLinks = []
 
     for (const crmConfig of crmFiles) {
 
         const { crmRest: rest, authentication } = crmConfig.crm
 
-        let contact = await lookupContactByPhone(rest, authentication, crmPhone, companyId) 
-  
+        let contact = await lookupContactByPhone(rest, authentication, crmPhone, companyId)
+
+        console.log("===========> journaling contat ", JSON.stringify(contact, null, 6))
+
         if (!contact.exist) {
-             contact = await createContact(companyId, rest, authentication, crmPhone, crmFirstName, crmLastName)
-        } 
+            // createContact(companyId, rest, authentication, crmPhone = '', crmFirstName = 'Username', crmLastName = 'Last name', crmEmail = '', test = {}, dynamicBodyRequest = {})
+            contact = await createContact(companyId, rest, authentication, crmPhone, crmFirstName, crmLastName, crmEmail = '', test = {}, dynamicBodyRequest = {}, contact?.flow)
+        }
 
         let { request, calls, response } = findProperty(rest, 'callJournaling')
 
@@ -25,6 +30,29 @@ async function journaling(companyId, operation, crmPhone, crmAgent, crmCallDurat
 
         await journalingRequest(request, body, crmCallDuration, contact, crmAgent, crmPhone, authentication, rest, companyId)
 
+        // create ticket crm sap cliente gradezco. To each call is created or open a ticket
+        if (companyId == "4953") {
+
+            console.log("============> journaling contact?.flow: ", contact?.flow)
+
+            const crmTicketLinks = await ticketCRM(companyId, crmPhone, crmAgent, crmFirstName, contact?.flow)
+                .catch(function (error) {
+
+                    console.error(`Error on create jounaling ticket: companyID ${companyId} | crmPhone: ${crmPhone}`)
+                    console.error(error)
+                    console.error(error?.response?.data)
+                    console.error(error?.response?.status)
+                    console.error(error?.response?.headers)
+
+                    throw new Error(`Error on create jounaling ticket: companyID ${companyId} | crmPhone: ${crmPhone}`)
+                })
+
+            // console.log('jounaling crmTicketLinks: ', crmTicketLinks) 
+            return crmTicketLinks
+
+        }
+
+        return []
     }
 
 }
diff --git a/backend/utils/lookupCRMContactByPhone.js b/backend/utils/lookupCRMContactByPhone.js
index 42d7187..f6c4e8d 100644
--- a/backend/utils/lookupCRMContactByPhone.js
+++ b/backend/utils/lookupCRMContactByPhone.js
@@ -12,12 +12,12 @@ const sendMessageSocket = require('./sendMessageSocket')
 const CRM_Ticket = require('../models/CRM_Ticket')
 
 async function lookupContactByPhone(rest, authentication, crmPhone, companyId, test = {}, cacheContact = false) {
-   
+
     let { request, body, response } = findProperty(rest, 'lookupContactByPhone')
 
     let { requestContentType, requestEncoding, requestType, responseType, url } = request
 
-    const { type, userName, passWord, token, crmClientId, crmAccountId} = authentication
+    const { type, userName, passWord, token, crmClientId, crmAccountId } = authentication
 
     if (cacheContact) {
         const crmInfo = await CRM_Contact.findOne({ companyId, crmBaseURL: new URL(url).hostname, phone: crmPhone })
@@ -35,13 +35,13 @@ async function lookupContactByPhone(rest, authentication, crmPhone, companyId, t
     console.log("PAYLOAD CONFIG LOOKUP CONTACT BY PHONE CONFIG.url 1: ", config.url)
 
     // Para consultar contato crm SAP, necessário consultar sem sinal de + no inicio numero
-    const pattern = /%2B\+/g;
+    const pattern = /%2B\+/g
 
-    if (pattern.test(config.url)){
-        config.url = config.url.replace(/%2B\+/g, '%2B');
-    } 
+    if (pattern.test(config.url)) {
+        config.url = config.url.replace(/%2B\+/g, '%2B')
+    }
 
-    console.log("PAYLOAD CONFIG LOOKUP CONTACT BY PHONE CONFIG.url 2: ", config.url)  
+    console.log("PAYLOAD CONFIG LOOKUP CONTACT BY PHONE CONFIG.url 2: ", config.url)
 
     console.log("PAYLOAD CONFIG LOOKUP CONTACT BY PHONE: ", JSON.stringify(config, null, 6))
 
@@ -50,6 +50,36 @@ async function lookupContactByPhone(rest, authentication, crmPhone, companyId, t
     try {
         let { data: _data } = await axios(config)
         data = _data
+
+        const contactExists = JSON.stringify(data)?.includes(crmPhone)
+
+        console.log("=========> contactExists: ", contactExists)
+        console.log("=========> data 1: ", JSON.stringify(data, null, 6))
+
+        const lookupContactByPhone2 = findProperty(rest, 'lookupContactByPhone2')
+
+        if (lookupContactByPhone2?.request?.url && !contactExists) {
+            const { request: request2, response: response2 } = lookupContactByPhone2
+            const { url } = request2
+
+            config.url = url.replace("crmPhone", crmPhone)
+
+            console.log("==========> lookupContactByPhone2 url: ", url)
+
+            console.log("==========> lookupContactByPhone2 config: ", JSON.stringify(config, null, 6))
+
+            let { data: _data2 } = await axios(config)
+            data = _data2
+
+            data.flow = 2
+
+            if (response2) {
+                response = response2
+            }
+
+            console.log("=========> data 2: ", JSON.stringify(data, null, 6))
+        }
+
     } catch (error) {
         if (error.response) {
             console.error('==================> lookupContactByPhone Erro na resposta da API:', {
@@ -106,8 +136,6 @@ async function lookupContactByPhone(rest, authentication, crmPhone, companyId, t
 
     }
 
-
-
     data = flatten(data)
 
     let auxPhone
@@ -117,7 +145,7 @@ async function lookupContactByPhone(rest, authentication, crmPhone, companyId, t
     let auxContactId2
 
     for (const prop in data) {
-         
+
         const _prop = prop.replace(/^\d+\./, '').replace(/(?:^|\.)\d+\b/g, '')
 
         if (_prop == response?.phone?.trim()) {
@@ -138,13 +166,12 @@ async function lookupContactByPhone(rest, authentication, crmPhone, companyId, t
 
     console.log('===========> !auxPhone && !auxContactId: ', !auxPhone && !auxContactId)
 
-
     if (!auxPhone && !auxContactId) {
         for (const prop in data) {
 
             let _prop = prop.replace(/\.(\d+)(\.|$)/g, '[$1]$2')
 
-            // console.log("_prop: ", _prop, " | response ", JSON.stringify(response, null, 6))
+            // console.log("\n_prop: ", _prop, "\n| response: ", JSON.stringify(response, null, 6), "\n| data[prop]: ", data[prop], "\n| _prop: ", _prop)
 
             // SALESFORCE GETTING THE NAME 
             if (_prop == response?.name?.trim()) {
@@ -175,10 +202,12 @@ async function lookupContactByPhone(rest, authentication, crmPhone, companyId, t
         }
     }
 
+    console.log("=========> auxAccountId from contact response: ", auxAccountId)
+
     // Tenta pegar o accountId no body da resposta se não conseguir, pega do template se a propriedade crmAccountId existir no template
     // Foi criado dessa forma para evitar problemas com integrações que já estão em funcionamento
-    if(!auxAccountId && crmAccountId){
-        console.log('---------> auxAccountId definido a partir do crmAccountId do template: ',crmAccountId)
+    if (!auxAccountId && crmAccountId) {
+        console.log('---------> auxAccountId definido a partir do crmAccountId do template: ', crmAccountId)
         auxAccountId = crmAccountId
     }
 
@@ -195,7 +224,7 @@ async function lookupContactByPhone(rest, authentication, crmPhone, companyId, t
                 phone: crmPhone,
                 contactId: { $ne: auxContactId }
             })
-  
+
             if (contacts && contacts.length > 0) {
 
                 for (const contact of contacts) {
@@ -218,18 +247,14 @@ async function lookupContactByPhone(rest, authentication, crmPhone, companyId, t
                 console.log('----------------> CREATE CONTACT MONGO')
                 const crm = await CRM.findOne({ companyId, crmBaseURL: new URL(url).hostname })
                 await CRM_Contact.create({ companyId, crm, crmBaseURL: new URL(url).hostname, contactId: auxContactId, phone: auxPhone })
-
-
             }
 
         }
 
-        return { exist: true, contactId: auxContactId, phone: crmPhone, name: auxName, accountId: auxAccountId, contactId2: auxContactId2}
+        return { exist: true, contactId: auxContactId, phone: crmPhone, name: auxName, accountId: auxAccountId, contactId2: auxContactId2, flow: data?.flow }
     }
 
-    return { exist: false }
+    return { exist: false, flow: data?.flow }
 }
 
 module.exports = lookupContactByPhone
-
-
diff --git a/backend/utils/lookupCRMTicket.js b/backend/utils/lookupCRMTicket.js
index 3bac1ac..a5927e7 100644
--- a/backend/utils/lookupCRMTicket.js
+++ b/backend/utils/lookupCRMTicket.js
@@ -17,9 +17,23 @@ const findTicketOpenHubspotByContact = require('./findTicketOpenHubspotByContact
 const lookupContactByPhone = require('./lookupCRMContactByPhone')
 
 
-async function lookupCrmTicket(rest, authentication, crmPhone, companyId, test = {}, ticketId) {
+async function lookupCrmTicket(rest, authentication, crmPhone, companyId, test = {}, ticketId, contact = null) {
 
-    let { request, body, response } = findProperty(rest, 'lookupTicket')
+
+    let flow = contact?.flow
+    let propertyKey
+
+    switch (flow) {
+        case 2:
+            propertyKey = 'lookupTicket2'
+            break
+        default:
+            propertyKey = 'lookupTicket'
+            break
+    }
+
+
+    let { request, body, response } = findProperty(rest, propertyKey)
 
     let { requestContentType, requestEncoding, requestType, responseType, url } = request
 
@@ -33,6 +47,51 @@ async function lookupCrmTicket(rest, authentication, crmPhone, companyId, test =
         sendMessageSocket({ companyId, status: 'processing', data: { request: config, msg } })
     }
 
+
+    // Para crm sap 
+    if (url.includes("crmContactId") && contact && url.includes("c4codataapi")) {
+        // Valor do contato
+        const contactId = contact.contactId // Ex: "1112048"
+
+        console.log("============> entrou no if crmContactId: ", contactId)
+
+        // 1. O valor OData correto, com aspas simples, DEVE SER: '1112048'
+        const odataValueWithQuotes = `'${contactId}'`
+
+        // 2. Codificação URL do valor OData: '%271112048%27'
+        const correctEncodedValue = encodeURIComponent(odataValueWithQuotes)
+
+        // 3. Substitua a string incorreta (que contém o '%' extra e as aspas incorretas) pela correta.
+        // O template parece ser: ...eq%20%crmContactId%27
+        const templateToReplace = `%${'crmContactId'}%27`
+
+        // A string FINAL no URL deve ser: ...eq%20%271112048%27
+
+        // Tentativa de correção: Substitua a string inteira que contém o placeholder errado pela correta
+        // ATENÇÃO: Se o contactId for '1112048', o template incorreto que está no config.url é:
+        // `%1112048%27` (depois de rodar a primeira substituição)
+        // OU `%crmContactId%27` (se a substituição ainda não ocorreu)
+
+        // Vamos substituir a string do template ANTES de qualquer coisa.
+        // Usaremos 'crmContactId' como marcador de substituição:
+
+        config.url = config.url.replace(
+            // String que está incorreta no seu template (que gera o erro): "%crmContactId%27"
+            `%${'crmContactId'}%27`,
+
+            // String correta que o servidor OData espera (Aspas codificadas corretamente): "%27" + <contactId> + "%27"
+            correctEncodedValue
+        )
+    }
+
+    if (url.includes("crmContactId") && contact && url.includes("c4codataapi")) {
+        config.url = config.url.replace('crmContactId', contact.contactId)
+    }
+
+    console.log("============ journaling contact: ", JSON.stringify(contact, null, 6))
+
+    console.log("PAYLOAD CONFIG LOOKUP TICKET BY PHONE: ", JSON.stringify(config, null, 6))
+
     let resp
 
     try {
@@ -46,7 +105,7 @@ async function lookupCrmTicket(rest, authentication, crmPhone, companyId, test =
         if (error.response) {
             console.error('==================> lookupCrmTicket Erro na resposta da API:', {
                 status: error.response.status,
-                data: error.response.data,
+                data: JSON.stringify(error.response.data, null, 6),
             })
         }
         else if (error.request) {
@@ -66,6 +125,8 @@ async function lookupCrmTicket(rest, authentication, crmPhone, companyId, test =
 
     let auxTicketStatus
     let auxTicketId
+    let auxTicketId2
+
 
     for (const prop in data) {
 
@@ -79,7 +140,11 @@ async function lookupCrmTicket(rest, authentication, crmPhone, companyId, test =
             auxTicketId = data[prop]
         }
 
-        if (auxTicketStatus && auxTicketId) break
+        if (_prop == response?.objectId?.trim()) {
+            auxTicketId2 = data[prop]
+        }
+
+        // if (auxTicketStatus && auxTicketId) break
 
     }
 
@@ -96,20 +161,24 @@ async function lookupCrmTicket(rest, authentication, crmPhone, companyId, test =
                 auxTicketId = data[prop]
             }
 
-            if (auxTicketStatus && auxTicketId) break
+            if (_prop == response?.objectId?.trim()) {
+                auxTicketId2 = data[prop]
+            }
+
+            // if (auxTicketStatus && auxTicketId) break
 
         }
     }
 
-    console.log(`[${new Date()}] auxTicketStatus: ${auxTicketStatus} | auxTicketId: ${auxTicketId}`)
+    console.log(`[${new Date()}] auxTicketStatus: ${auxTicketStatus} | auxTicketId: ${auxTicketId}  | auxTicketId2: ${auxTicketId2}`)
 
     if (url.includes('api.hubapi.com')) {
- 
+
         const contact = await lookupContactByPhone(rest, authentication, crmPhone, companyId)
 
         if (contact) {
             const ticket = await findTicketOpenHubspotByContact(authentication, contact)
-            console.log('=========> OPEN TICKET 1: ', JSON.stringify(ticket, null, 6)) 
+            console.log('=========> OPEN TICKET 1: ', JSON.stringify(ticket, null, 6))
 
             if (ticket && Object.keys(ticket).length != 0) {
                 console.log('**** TICKET ESTA ABERTO 1 ****')
@@ -117,12 +186,20 @@ async function lookupCrmTicket(rest, authentication, crmPhone, companyId, test =
             }
 
         }
- 
-        return { auxTicketId, auxTicketStatus }
-     
-    } 
 
-    return { auxTicketId, auxTicketStatus }
+        return { auxTicketId, auxTicketStatus }
+
+    }
+    // To sap crm, consdering status open == 1
+    else if (url.includes("c4codataapi")) {
+        if (auxTicketStatus && auxTicketStatus.toLowerCase() == "open")
+            auxTicketStatus = 1
+        else
+            auxTicketStatus = 0
+    }
+
+
+    return { auxTicketId, auxTicketStatus, auxTicketId2 }
 
 }
 
diff --git a/backend/utils/redirectContactLinkCRM.js b/backend/utils/redirectContactLinkCRM.js
index f53e76e..60af3be 100644
--- a/backend/utils/redirectContactLinkCRM.js
+++ b/backend/utils/redirectContactLinkCRM.js
@@ -5,7 +5,6 @@ const findProperty = require('./findProperty')
 const CRM_Contact = require('../models/CRM_Contact')
 const CRM_Ticket = require('../models/CRM_Ticket')
 const CRM = require('../models/CRM')
-const createTicket = require('./createTicket')
 
 const lookupCRMTicket = require('./lookupCRMTicket')
 const sendEventTicketCreatedToSocket = require('./sendEventTicketCreatedToSocket')
@@ -20,7 +19,7 @@ async function redirectContactLinkCRM(companyId, crmPhone, crmAgent, crmFirstNam
 
     for (const crmConfig of crmFiles) {
 
-        const { crmRest: rest, authentication } = crmConfig.crm  
+        const { crmRest: rest, authentication } = crmConfig.crm
 
         // Send the edited contact/lead link url to hitphone to open on another browser tab
         let redirectLink = findProperty(rest, 'redirectLink')
@@ -67,4 +66,4 @@ async function _lookupContact(rest, authentication, crmPhone, companyId, crmFirs
     return { created: true, contactId: contact.contactId }
 }
 
- 
+
diff --git a/backend/utils/ticketCRM.js b/backend/utils/ticketCRM.js
index d33107b..ceb74ae 100644
--- a/backend/utils/ticketCRM.js
+++ b/backend/utils/ticketCRM.js
@@ -16,8 +16,9 @@ const getHubspotPipelines = require('./getHubspotPipelines')
 const mongoose = require('mongoose')
 const getHubspotTicketStatusByContact = require('./getHubspotTicketStatusByContact')
 const findTicketOpenHubspotByContact = require('./findTicketOpenHubspotByContact')
+const generateC4CServiceRequestDeepLinkBase64 = require('./generateC4CServiceRequestDeepLinkBase64')
 
-async function ticketCRM(companyId, crmPhone, crmAgent = "0000", crmFirstName = 'Username') {
+async function ticketCRM(companyId, crmPhone, crmAgent = "0000", crmFirstName = 'Username', flow = 1) {
 
     const crmFiles = await loadCRM(companyId)
 
@@ -26,40 +27,65 @@ async function ticketCRM(companyId, crmPhone, crmAgent = "0000", crmFirstName =
 
     for (const crmConfig of crmFiles) {
 
-        const { crmRest: rest, authentication } = crmConfig.crm 
+        const { crmRest: rest, authentication } = crmConfig.crm
 
-        // Send the ticket url link to hitphone to open on another browser tab
-        let obj = findProperty(rest, 'lookupTicket')
+        let propertyKey
+
+        switch (flow) {
+            case 2:
+                propertyKey = 'lookupTicket2'
+                break
+            default:
+                propertyKey = 'lookupTicket'
+                break
+        }
+
+        // find ticket 
+        let obj = findProperty(rest, propertyKey)
 
         let ticket_id = ''
+        let ticket_id2 = ''
+        let ticket_url = ''
         let isCreated = false
 
+        console.log("===========> ticketCRM obj: ", obj)
+
         if (obj) {
 
             const { crmAccountId } = authentication
 
-            console.log("------------> ticketCRM crmAccountId: ",crmAccountId)
+            console.log("------------> ticketCRM crmAccountId: ", crmAccountId)
 
             let { url } = obj.request
+            console.log("------------> ticketCRM url: ", url)
             let contact = await _lookupContact(rest, authentication, crmPhone, companyId, crmFirstName, url)
 
+            console.log("------------> ticketCRM contact: ", JSON.stringify(contact, null, 6))
+
             const crm = await CRM.findOne({
                 companyId, crmBaseURL: new URL(url.trim()).hostname
             })
 
             const obj_contact = await CRM_Contact.findOne({ companyId, crmBaseURL: new URL(url).hostname, phone: crmPhone })
 
+            console.log("------------> ticketCRM obj_contact: ", JSON.stringify(obj_contact, null, 6))
+
             const obj_ticket = await CRM_Ticket.findOne(
                 { companyId, crm, contact: obj_contact }
-            ).select('ticketId')
+            ).select('ticketId ticketId2')
+
+            console.log("------------> ticketCRM obj_ticket: ", JSON.stringify(obj_ticket, null, 6))
 
             if (obj_ticket) {
 
-                const { ticketId } = obj_ticket
+                const { ticketId, ticketId2 } = obj_ticket
 
                 if (ticketId) {
                     ticket_id = ticketId
                 }
+                if (ticketId2) {
+                    ticket_id2 = ticketId2
+                }
 
                 const obj_ticket_status = await lookupCRMTicket(
                     rest,
@@ -67,15 +93,19 @@ async function ticketCRM(companyId, crmPhone, crmAgent = "0000", crmFirstName =
                     crmPhone,
                     companyId,
                     test = { testing: false },
-                    obj_ticket.ticketId
+                    obj_ticket.ticketId,
+                    contact
                 )
-
                 if (obj_ticket_status)
                     console.log("obj_ticket_status: ", JSON.stringify(obj_ticket_status, null, 6))
 
+
                 if (obj_ticket_status) {
                     const { auxTicketStatus, error } = obj_ticket_status
 
+                    console.log("===============> ticketCRM url: ", url, " | error: ", error, " | auxTicketStatus: ", auxTicketStatus)
+
+
                     // refactor this for production. For now only working with hubspot where status new is equal 1
                     if ((auxTicketStatus && auxTicketStatus != '1') || (error && error == 404)) {
 
@@ -105,9 +135,10 @@ async function ticketCRM(companyId, crmPhone, crmAgent = "0000", crmFirstName =
 
                         }
 
-                        const { ticketUrl, ticketId } = await _createTicket(rest, crmPhone, companyId, authentication, crmFirstName, contact, crmAgent)
+                        const { ticketUrl, ticketId, ticketId2 } = await _createTicket(rest, crmPhone, companyId, authentication, crmFirstName, contact, crmAgent, flow)
 
                         ticket_id = ticketId
+                        ticket_id2 = ticketId2
                         isCreated = true
                         // crmTicketLinks.push({ ticketUrl, ticketId })
 
@@ -117,7 +148,6 @@ async function ticketCRM(companyId, crmPhone, crmAgent = "0000", crmFirstName =
             }
             else {
 
-
                 if (url.includes("hubapi")) {
 
                     console.log(`[${new Date()}] ****** IS HUBSPOT CRM LETS TRY FINDING AN OPEN TICKET TO THE CONTACT****** `)
@@ -141,20 +171,77 @@ async function ticketCRM(companyId, crmPhone, crmAgent = "0000", crmFirstName =
                         continue
                     }
                 }
+                // To sap crm try to find ticket open
+                else if (url.includes("c4codataapi")) {
+                    const result = await lookupCRMTicket(
+                        rest,
+                        authentication,
+                        crmPhone,
+                        companyId,
+                        test = { testing: false },
+                        obj_ticket?.ticketId,
+                        contact
+                    )
+                    // elefante
+                    const { auxTicketId, auxTicketStatus, auxTicketId2 } = result
+
+                    console.log("============> TICKET STATUS: ", auxTicketStatus, " | auxTicketId: ", auxTicketId)
+
+                    if (auxTicketStatus == 1 && auxTicketId2) {
+
+                        ticket_id = auxTicketId
+                        ticket_id2 = auxTicketId2
+
+                        isCreated = false
+
+                        const _ticketUrl = `https://my365398.crm.ondemand.com/sap/ap/ui/clogin?saml2=disabled&app.component=%2fSAP_UI_CT%2fMain%2froot.uiccwoc&rootWindow=X&redirectUrl=%2fsap%2fpublic%2fbyd%2fruntime&supressAutoLogon=true&sap-ui-language=en_us#Nav/1/${generateC4CServiceRequestDeepLinkBase64(auxTicketId2)}`
+
+                        crmTicketLinks.push({
+                            ticketId: auxTicketId2,
+                            ticketUrl: _ticketUrl,
+                            created: isCreated,
+                        })
+
+                        // sinc ticket 
+                        let __contact = await CRM_Contact.findOne({ companyId, crmBaseURL: new URL(url).hostname, phone: crmPhone })
+
+                        await CRM_Ticket.deleteMany({ companyId, contact: __contact })
+
+                        const crm = await CRM.findOne({ companyId, crmBaseURL: new URL(url).hostname })
+
+                        await CRM_Ticket.create({ companyId, contact: __contact, ticketId: auxTicketId, ticketId2: auxTicketId2, crm })
+
+                        continue
+                    }
+                }
 
                 console.log(`[${new Date()}] ****** CREATE TICKET ****** `)
 
-
-                const { ticketUrl, ticketId } = await _createTicket(rest, crmPhone, companyId, authentication, crmFirstName, contact, crmAgent)
+                const { ticketUrl, ticketId, ticketId2 } = await _createTicket(rest, crmPhone, companyId, authentication, crmFirstName, contact, crmAgent, flow)
                 ticket_id = ticketId
+                ticket_id2 = ticketId2
+                // ticket_url = ticketUrl
                 isCreated = true
             }
 
-            crmTicketLinks.push({
-                ticketId: `https://app.hubspot.com/contacts/${crmAccountId}/ticket/${ticket_id}`,
-                created: isCreated,
-            })
+            if (url.includes("hubapi")) {
+                crmTicketLinks.push({
+                    ticketId: `https://app.hubspot.com/contacts/${crmAccountId}/ticket/${ticket_id}`,
+                    created: isCreated,
+                })
+            }
+            // To sap crm
+            else if (url.includes("c4codataapi")) {
 
+                console.log("=================> c4codataapi ticket_id2: ", ticket_id2)
+
+                crmTicketLinks.push({
+                    ticketId: ticket_id2,
+                    ticketUrl: `https://my365398.crm.ondemand.com/sap/ap/ui/clogin?saml2=disabled&app.component=%2fSAP_UI_CT%2fMain%2froot.uiccwoc&rootWindow=X&redirectUrl=%2fsap%2fpublic%2fbyd%2fruntime&supressAutoLogon=true&sap-ui-language=en_us#Nav/1/${generateC4CServiceRequestDeepLinkBase64(ticket_id2)}`,
+                    created: isCreated,
+                })
+
+            }
 
         }
         // 
@@ -213,7 +300,7 @@ async function _lookupContact(rest, authentication, crmPhone, companyId, crmFirs
     let contact = await lookupContactByPhone(rest, authentication, crmPhone, companyId)
 
     if (contact?.exist) {
-        return { created: false, contactId: contact.contactId }
+        return { created: false, contactId: contact.contactId, contactId2: contact.contactId2, accountId: contact?.accountId, flow: contact?.flow }
     }
 
     if (!contact?.exist) {
@@ -231,11 +318,23 @@ async function _lookupContact(rest, authentication, crmPhone, companyId, crmFirs
         contact = await createContact(companyId, rest, authentication, crmPhone, crmFirstName)
     }
 
-    return { created: true, contactId: contact.contactId }
+    return { created: true, contactId: contact.contactId, contactId2: contact.contactId2, accountId: contact?.accountId, flow: contact?.flow }
 }
 
-async function _createTicket(rest, crmPhone, companyId, authentication, crmFirstName, contact, crmAgent) {
-    let obj = findProperty(rest, 'createTicketRecord')
+async function _createTicket(rest, crmPhone, companyId, authentication, crmFirstName, contact, crmAgent, flow = 1) {
+
+    let propertyKey
+
+    switch (flow) {
+        case 2:
+            propertyKey = 'createTicketRecord2'
+            break
+        default:
+            propertyKey = 'createTicketRecord'
+            break
+    }
+
+    let obj = findProperty(rest, propertyKey)
 
     let ticket_url = ''
     let ticket_id = ''
@@ -245,10 +344,10 @@ async function _createTicket(rest, crmPhone, companyId, authentication, crmFirst
 
         if (request) {
             msg = `Tentando criar ticket para o contato ${crmPhone}`
-            //     return { exist: true, ticketId: auxTicketId, phone: crmPhone, ticketUrl } 
+            //     return { exist: true, ticketId: auxTicketId, phone: crmPhone, ticketUrl }  
 
             //  return { exist: true, ticketId: auxTicketId, phone: crmPhone, ticketUrl }
-            const { ticketUrl, ticketId, } = await createTicket(companyId,
+            const { ticketUrl, ticketId, ticketId2 } = await createTicket(companyId,
                 rest,
                 authentication,
                 crmPhone,
@@ -256,14 +355,15 @@ async function _createTicket(rest, crmPhone, companyId, authentication, crmFirst
                 crmLastName = '',
                 crmEmail = '',
                 test = { testing: false },
-                crmContactId = contact.contactId,
+                contact,
                 crmAgent
             )
 
             ticket_id = ticketId
+            ticket_id2 = ticketId2
             ticket_url = ticketUrl
         }
     }
-    return { crmFirstName, ticketUrl: ticket_url, ticketId: ticket_id }
+    return { crmFirstName, ticketUrl: ticket_url, ticketId: ticket_id, ticketId2: ticket_id2 }
 }
 
diff --git a/backend/utils/whatsappJournalingCRM.js b/backend/utils/whatsappJournalingCRM.js
index 39acce6..3699420 100644
--- a/backend/utils/whatsappJournalingCRM.js
+++ b/backend/utils/whatsappJournalingCRM.js
@@ -6,12 +6,11 @@ const findProperty = require('./findProperty')
 const CRM_Contact = require('../models/CRM_Contact')
 const CRM_Ticket = require('../models/CRM_Ticket')
 const CRM = require('../models/CRM')
-const createTicket = require('./createTicket')
 
 const lookupCRMTicket = require('./lookupCRMTicket')
 const sendEventTicketCreatedToSocket = require('./sendEventTicketCreatedToSocket')
 const journalingRequest = require('./journalingRequest')
- 
+
 const getIntegrationsConfig = require('../utils/getIntegrationsConfig')
 const updateLeadStatus = require('./updateLeadStatus')
 const extractLeadStatusChange = require('./extractLeadStatusChange')
@@ -21,7 +20,7 @@ async function whatsappJournalingCRM(companyId, crmPhone = '', crmAgent, crmFirs
 
     const crmFiles = await loadCRM(companyId)
 
-    const crmContactIds = []  
+    const crmContactIds = []
 
     for (const crmConfig of crmFiles) {
 
@@ -31,11 +30,11 @@ async function whatsappJournalingCRM(companyId, crmPhone = '', crmAgent, crmFirs
         let chatJournaling = findProperty(rest, 'chatJournaling')
 
         console.log('===============> chatJournaling: ', JSON.stringify(chatJournaling, null, 6))
-  
+
 
         if (chatJournaling) {
 
-            let contact = await _lookupContact(rest, authentication, crmPhone, crmEmail, companyId, crmFirstName) 
+            let contact = await _lookupContact(rest, authentication, crmPhone, crmEmail, companyId, crmFirstName)
 
             console.log("================> whatsappJournalingCRM contact: ", JSON.stringify(contact, null, 6))
 
@@ -44,7 +43,7 @@ async function whatsappJournalingCRM(companyId, crmPhone = '', crmAgent, crmFirs
             let body = findProperty(chats, 'chatDone')
 
 
-            let config = await getIntegrationsConfig(companyId, 'omnihit') 
+            let config = await getIntegrationsConfig(companyId, 'omnihit')
 
             if (ticketId && config) {
 
@@ -62,7 +61,7 @@ async function whatsappJournalingCRM(companyId, crmPhone = '', crmAgent, crmFirs
                 body = JSON.parse(body)
                 console.log('===============> body3: ', JSON.stringify(body, null, 6))
             }
-  
+
             await journalingRequest(request, body, crmCallDuration = 0, contact, crmAgent, crmPhone, authentication, rest, companyId, dynamicBodyRequest)
 
             // Se vier um novo status (__newLeadStatus), executa PATCH aproveitando as validações do fluxo de Activity
@@ -106,42 +105,46 @@ module.exports = whatsappJournalingCRM
 // }
 
 async function _lookupContact(rest, authentication, crmPhone, crmEmail, companyId, crmFirstName) {
-    let contact = null;
+    let contact = null
 
     // 1. Tenta buscar o contato por telefone se o crmPhone for fornecido
     if (crmPhone) {
-        console.log(`Buscando contato por telefone: ${crmPhone}`);
-        contact = await lookupContactByPhone(rest, authentication, crmPhone, companyId);
+        console.log(`Buscando contato por telefone: ${crmPhone}`)
+        contact = await lookupContactByPhone(rest, authentication, crmPhone, companyId)
     }
 
     // 2. Se não encontrou por telefone, tenta buscar por e-mail se o crmEmail for fornecido
     if (!contact?.exist && crmEmail) {
-        console.log(`Contato não encontrado por telefone. Tentando por e-mail: ${crmEmail}`);
-        contact = await lookupContactByEmail(rest, authentication, crmEmail, companyId);
+        console.log(`Contato não encontrado por telefone. Tentando por e-mail: ${crmEmail}`)
+        contact = await lookupContactByEmail(rest, authentication, crmEmail, companyId)
     }
 
     // 3. Se o contato já existe (seja por telefone ou e-mail), retorna as informações
     if (contact?.exist) {
-        console.log(`Contato encontrado! ID: ${contact.contactId}`);
-        return { created: false, contactId: contact.contactId, contactId2: contact?.contactId2 };
+        console.log(`Contato encontrado! ID: ${contact.contactId}`)
+        return { created: false, contactId: contact.contactId, contactId2: contact?.contactId2 }
     }
 
     // 4. Se o contato não foi encontrado por nenhuma das formas, cria um novo
-    console.log(`Contato não encontrado. Criando um novo com base no ${crmPhone ? 'telefone' : 'e-mail'}.`);
-    
+    console.log(`Contato não encontrado. Criando um novo com base no ${crmPhone ? 'telefone' : 'e-mail'}.`)
+
     // AQUI ESTÁ A ÚNICA MUDANÇA NECESSÁRIA:
     // Chamamos createContact passando os valores de telefone e e-mail separadamente.
     // A função createContact agora sabe como lidar com ambos, mesmo que um deles seja vazio.
-    contact = await createContact(companyId, rest, authentication, crmPhone, crmFirstName, 'Last name', crmEmail);
-    
+    // createContact(companyId, rest, authentication, crmPhone = '', crmFirstName = 'Username', crmLastName = 'Last name', crmEmail = '', test = {}, dynamicBodyRequest = {}, flow = 1)
+
+    console.log("=================> whatsappJournalingCRM contact?.flow: ", contact?.flow)
+
+    contact = await createContact(companyId, rest, authentication, crmPhone, crmFirstName, 'Last name', crmEmail, test = {}, dynamicBodyRequest = {}, flow = contact?.flow)
+
     // Se o contato for criado, retorna suas informações
     if (contact?.contactId) {
-        console.log(`Novo contato criado com ID: ${contact.contactId}`);
-        return { created: true, contactId: contact.contactId, contactId2: contact?.contactId2};
+        console.log(`Novo contato criado com ID: ${contact.contactId}`)
+        return { created: true, contactId: contact.contactId, contactId2: contact?.contactId2 }
     }
 
     // Caso não tenha nem telefone nem e-mail, retorna um erro ou um valor nulo
-    console.error("Erro: Não foi possível encontrar ou criar um contato. Telefone e e-mail não fornecidos.");
-    return null;
+    console.error("Erro: Não foi possível encontrar ou criar um contato. Telefone e e-mail não fornecidos.")
+    return null
 }