Tickets

The Tickets API provides CRUD access to support tickets plus status, archive/restore, tags and the reply conversation.

New to the API? Start with Getting started (base URL, response envelope, errors, pagination) and Authentication (API keys).

Identifier note: tickets are addressed by their numeric ticket_id.

A ticket belongs to a department and a client. The department is a category of type ticket. Tickets are created in client mode (an existing client). The web’s email/IMAP “new user” ingestion is out of API scope.

Silent semantics. Creating tickets and posting replies records the data and updates the ticket, but does not fire the web’s events/notifications, send the event-driven client emails, or trigger web→IMAP conversion (consistent with the rest of the API).

Scope: file attachments (upload/download), canned responses, sticky notes, pinning, bulk actions, inbound IMAP/email threading and the history view are out of API scope.

The ticket object

{
  "id": 32,
  "subject": "Cannot log in",
  "message": "I get an error on the login page.",
  "status": { "id": 1, "title": "Open" },
  "priority": "high",
  "source": "web",
  "active_state": "active",
  "department": { "id": 72, "name": "Sales" },
  "client": { "id": 1, "name": "Acme Inc" },
  "project_id": null,
  "creator_id": 1,
  "dates": { "created": "...", "last_updated": "...", "status_changed": null },
  "replies_count": 2,
  "tags": ["billing"]
}

Field	Type	Notes
`id`	integer	Ticket id.
`subject` / `message`	string	The opening message.
`status`	object	`{ id, title }` (1 Open, 2 Closed, 3 On Hold, 4 Answered, 5 Customer Replied).
`priority`	string	`normal`, `high` or `urgent`.
`source`	string	`web` or `email` (set automatically).
`active_state`	string	`active` or `archived`.
`department`	object	The category (type `ticket`).
`client` / `project_id`	object/int	Links.
`replies_count`	int	Number of replies.
`tags`	array	Tag titles.

List / search tickets

GET /api/tickets

Query params: status, priority, category_id, client_id, project_id, active_state, search, tags[], sort (ticket_created,ticket_last_updated,ticket_priority,ticket_status), order, limit, page.

curl -G https://your-domain/api/tickets -H "Authorization: Bearer YOUR_API_KEY" -d status=1

Get a ticket

GET /api/tickets/{id}

Create a ticket

POST /api/tickets

Parameter	Type	Required	Notes
`ticket_clientid`	integer	yes	Existing client.
`ticket_categoryid`	integer	yes	A department (category of type `ticket`).
`ticket_projectid`	integer	no	Must belong to the client.
`ticket_subject`	string	yes
`ticket_message`	string	yes
`ticket_priority`	string	yes	`normal`, `high` or `urgent`.
custom fields	mixed	varies	Any enabled ticket custom fields (required ones are enforced).

curl -X POST https://your-domain/api/tickets -H "Authorization: Bearer YOUR_API_KEY" \
  -d ticket_clientid=1 -d ticket_categoryid=72 -d ticket_subject="Cannot log in" \
  -d ticket_message="I get an error" -d ticket_priority=high

Returns the new ticket (201).

Update a ticket

PATCH /api/tickets/{id}

Edits the department/project/subject/message/priority (status has its own setter).

Parameter	Type	Required
`ticket_categoryid`	integer	yes
`ticket_projectid`	integer	no
`ticket_subject`	string	yes
`ticket_message`	string	yes
`ticket_priority`	string	yes

Delete a ticket

DELETE /api/tickets/{id}

Change status

PUT /api/tickets/{id}/status

Parameter	Type	Notes
`status`	integer	A `ticketstatus_id` (1 Open, 2 Closed, 3 On Hold, 4 Answered, 5 Customer Replied).

curl -X PUT https://your-domain/api/tickets/32/status -H "Authorization: Bearer YOUR_API_KEY" -d status=2

Archive / restore

PUT /api/tickets/{id}/archive
PUT /api/tickets/{id}/restore

Set tags

PUT /api/tickets/{id}/tags

Full-set replace (empty clears).

The conversation (replies)

GET    /api/tickets/{id}/replies            list the conversation
POST   /api/tickets/{id}/replies            post a reply
DELETE /api/tickets/{id}/replies/{reply_id} delete a reply

Post a reply:

Parameter	Type	Required	Notes
`ticketreply_text`	string	yes	The message.
`ticketreply_type`	string	no	`reply` (default) or `note`.

curl -X POST https://your-domain/api/tickets/32/replies -H "Authorization: Bearer YOUR_API_KEY" \
  -d ticketreply_text="We are looking into this for you."

Returns the new reply (201). Posting a reply updates the ticket’s last-updated timestamp but does not send a client email (silent semantics).

Errors

See Getting started. Ticket-specific:

Status	Meaning
`404 Not Found`	The ticket (or reply) id does not exist.
`422 Unprocessable Entity`	Validation failed (missing fields, non-ticket department, invalid priority/status, or a project that does not belong to the client).

Getting Started

Clients

Sales

Billing

Projects & Work

Support

Organization

Tickets

Tickets

The ticket object

List / search tickets

Get a ticket

Create a ticket

Update a ticket

Delete a ticket

Change status

Archive / restore

Set tags

The conversation (replies)

Errors

​Tickets

​The ticket object

​List / search tickets

​Get a ticket

​Create a ticket

​Update a ticket

​Delete a ticket

​Change status

​Archive / restore

​Set tags

​The conversation (replies)

​Errors

Tickets

The ticket object

List / search tickets

Get a ticket

Create a ticket

Update a ticket

Delete a ticket

Change status

Archive / restore

Set tags

The conversation (replies)

Errors