Ticket APIs

Programmatic Ticket Management

Tickets represent formal tracking records for customer issues, requests, and inquiries that require resolution. The Ticket APIs provide programmatic access to create, manage, and analyze support tickets.

Understanding Tickets

When customers contact your business with problems, questions, or needs that cannot be immediately resolved during the initial conversation, tickets ensure these items are tracked, assigned, worked, and resolved systematically.

The Ticket APIs enable you to:

Integrate Workflows

Integrate ticketing workflows into external systems

Automate Creation

Automate ticket creation from conversations

Custom Dashboards

Build custom support dashboards

Analyze Performance

Analyze support performance metrics

Ticket Lifecycle

Tickets progress through states from creation to resolution:

New

Ticket just created, awaiting triage and assignment

Open

Ticket acknowledged and assigned to a team member

In Progress

Active work is being done to resolve the ticket

Waiting on Customer

Awaiting customer response or information

Waiting on Third Party

Blocked by external dependency

Resolved

Issue believed fixed, awaiting customer verification

Closed

Confirmed resolved and archived

Reopened

Previously resolved ticket requiring additional work

Understanding these states helps manage ticket workflows and report on ticket metrics accurately.

Ticket Priority Levels

Tickets are prioritized based on urgency and impact:

Critical (Priority 1)

Total system failure or severe business impact affecting multiple customers. Target response: Minutes to hours.

High (Priority 2)

Significant functionality broken or major feature unavailable. Target response: Hours to 1 day.

Normal (Priority 3)

Standard issues or feature requests. Target response: 1-3 days.

Low (Priority 4)

Minor cosmetic issues or enhancement requests. Target response: 1-2 weeks.

Priority drives SLA targets, assignment routing, and escalation policies.

Available Endpoints

POST

/v1/tickets

Create Ticket

Create a new support ticket

PUT

/v1/tickets/{id}

Update Ticket

Update an existing ticket

GET

/v1/tickets

List Tickets

Retrieve paginated list with filtering

PUT

/v1/tickets/{id}/close

Close Ticket

Close a ticket marking it resolved

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