# Tickets

Manage all tickets. Available to all user roles, however user user can see only those tickets that he has access to.

# Ticket Object

Name	Type	Comment
id	integer	Unique ticket identifier.
title	string	Ticket title.
body	string	The text of the ticket.
status	integer	Ticket status.
private	boolean	`true` if ticket is private, `false` otherwise.
additional	object	Additional info about the ticket.
category_id	integer	The unique identifier of the category this ticket belongs to.
assigned_agent_id	integer	The unique identifier of the assigned agent, `null` if there is no agent assigned.
agent_assigned_at	datetime	Timestamp when the agent is assigned to this ticket.
created_at	datetime	Ticket creation timestamp.
updated_at	datetime	Ticket update timestamp.

The status attribute can take one of the following values:

Status	Value
Open	1
Pending	2
Closed	3

# Paginate Tickets

GET

/tickets

# Request

curl --location --request GET 'https://yoursubdomain.support-hub.io/api/tickets' \
--header 'Accept: aplication/json'

# Example Response

{
    "data": [
      {
        "id": 161,
        "title": "Random Ticket Updated 2",
        "body": "Wohooo",
        "status": 1,
        "private": false,
        "additional": [],
        "category_id": 12,
        "assigned_agent_id": 1,
        "agent_assigned_at": "2019-09-30 12:09:10",
        "created_at": "2019-09-30 12:09:10",
        "updated_at": "2019-09-30 12:20:09"
    },
      //...
    ],
    "links": {
        //...
    },
    "meta": {
        //...
    }
}

# Available includes

If provided, the available includes will be part of the response for each ticket object.

user

A user who owns the ticket.

creator

A user who created the ticket. Can be different than the user in case if ticket is created by agent in behalf of the customer.

attachments

An array of attachment objects.

attachments-count

A number of attachments available for the ticket.

category

A category to which the ticket belongs to.

agent

Assigned agent object.

last_reply

The most recent ticket comment.

last_reply.user

The user who created the last comment. Can be either agent or customer object.

last_read_by_me

A timestamp which represents the last time when current user has read the ticket.

replies-count

A number of replies/comments available for the ticket.

# Sortable Fields

id, title, status, private, updated_at, created_at.

# Partial filters

first_name, last_name, email

A search filter that can be used as a partial search for the following fields: ticket.id, ticket.title, ticket.envato_purchase_code, ticket.body, creator.first_name, creator.last_name, creator.email, creator.envato_username.

# Exact filters

status, categories, agents

# View a Ticket

GET

/tickets/{id}

# Example Request

curl --location --request GET 'https://yoursubdomain.support-hub.io/api/tickets/{id}' \
--header 'Accept: application/json' \
--header 'Content-Type: application/json'

# Example Response

{
  "data": {
      "id": 161,
      "title": "Random Ticket Updated 2",
      "body": "Wohooo",
      "status": 1,
      "private": false,
      "additional": [],
      "category_id": 12,
      "assigned_agent_id": 1,
      "agent_assigned_at": "2019-09-30 12:09:10",
      "created_at": "2019-09-30 12:09:10",
      "updated_at": "2019-09-30 12:20:09"
  }
}

# Available includes

Same as for when paginating the customers.

# Create a Ticket

POST

/tickets

# Parameters

Parameter	Type	Required	Validation
category	number	Yes	Valid category id.
title	string	Yes	Any string with length shorter or equal to `250` characters.
body	string	Yes	Any string/HTML.
private	boolean	No	`true` if ticket should be private, `false` otherwise.
attachments	array	No	A list of attachment IDs for the attachments that should be associated with the ticket.
first_name	string	No	Customer's first name.
last_name	string	No	Customer's last name.
email	email	Only if `customer_id` is not provided.	Valid email address for the customer who is submitting a ticket.
customer_id	number	Only if `email` if not provided.	Valid customer id.

TIP

If a customer with the specified email address does not exist, a new account will be automatically created for him.

# Headers

Accept	application/json
Content-Type	application/json

# Example Request

curl --location --request POST 'https://yoursubdomain.support-hub.io/api/tickets' \
--header 'Accept: application/json' \
--header 'Content-Type: application/json' \
--data-raw '{
  "title": "My Random Ticket",
  "body": "How are you doing?",
  "category": 11,
  "customer": 245
}'

# Example Response

Status: 201 Created

{
  "data": {
      "id": 161,
      "title": "My Random Ticket",
      "body": "How are you doing?",
      "status": 1,
      "private": false,
      "additional": [],
      "category_id": 11,
      "assigned_agent_id": 1,
      "agent_assigned_at": "2019-09-30 12:09:10",
      "created_at": "2019-09-30 12:09:10",
      "updated_at": "2019-09-30 12:20:09"
  }
}

# Update a Ticket

PATCH

/tickets/{id}

# Parameters

Parameter	Type	Required	Validation
category	number	No	Valid category id.
title	string	No	Any string with length shorter or equal to `250` characters.
body	string	No	Any string/HTML.

# Headers

Accept	application/json
Content-Type	application/json

# Example Request

curl --location --request POST 'https://yoursubdomain.support-hub.io/api/tickets/{id}' \
--header 'Accept: application/json' \
--header 'Content-Type: application/json' \
--data-raw '{
  "title": "Random Ticket Updated 2",
  "body": "Wohooo",
  "category": 12
}'

# Example Response

Status: 200 OK

{
  "data": {
      "id": 161,
      "title": "Random Ticket Updated 2",
      "body": "Wohooo",
      "status": 1,
      "private": false,
      "additional": [],
      "category_id": 12,
      "assigned_agent_id": 1,
      "agent_assigned_at": "2019-09-30 12:09:10",
      "created_at": "2019-09-30 12:09:10",
      "updated_at": "2019-09-30 12:20:09"
  }
}

# Make Public

PUT

/tickets/{id}/privacy

# Headers

Accept	application/json
Content-Type	application/json

# Example Request

curl --location --request PUT 'https://yoursubdomain.support-hub.io/api/tickets/{id}/privacy' \
--header 'Accept: application/json' \
--header 'Content-Type: application/json'

# Example Response

Status: 200 OK

{
  "success": true
}

# Make Private

DELETE

/tickets/{id}/privacy

# Headers

Accept	application/json
Content-Type	application/json

# Example Request

curl --location --request DELETE 'https://yoursubdomain.support-hub.io/api/tickets/{id}/privacy' \
--header 'Accept: application/json' \
--header 'Content-Type: application/json'

# Example Response

Status: 200 OK

{
  "success": true
}

# Assign an Agent

PUT

/tickets/{id}/agents

Parameter	Type	Required	Validation
agent	integer	Yes	Valid agent identifier.

# Headers

Accept	application/json
Content-Type	application/json

# Example Request

curl --location --request PUT 'https://yoursubdomain.support-hub.io/api/tickets/{id}/privacy' \
--header 'Accept: application/json' \
--header 'Content-Type: application/json' \
--data-raw '{
  "agent": 123
}'

# Example Response

Status: 200 OK

{
  "success": true
}

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