Docs/Support/API/Tickets

Tickets API

Core endpoints for creating, querying, prioritizing, assigning, and managing the lifecycle of support tickets. All agent ticket endpoints require authenticated agent credentials with tenant isolation.

Base URL: https://api.vyntech.com.au/v1/support — Endpoints marked Auth require a Bearer JWT passed in the Authorization header.

Creates a new support ticket. Automatically calculates SLA response deadlines, attaches initial customer message, records domain activity, and associates platform tags atomically.

Create TicketAuth

Create a new ticket on behalf of a customer with initial message content and routing tags.

Payload Example

{
  "customer_id": "3fa85f64-5717-4562-b3fc-2c963f66afa6",
  "subject": "System login failure on dashboard",
  "content": "Customer reports 500 Internal Server Error when clicking SSO login.",
  "content_type": "text",
  "priority": "high",
  "department_id": "e6741753-ff88-46d4-a81d-e6b761745484",
  "tags": ["b11db18f-a9cb-4bb7-b844-32b0c1694f4a"]
}

Status Codes

Name
201
Type
HTTP
Description
Ticket successfully created
Name
400
Type
HTTP
Description
Validation error or invalid UUID
Name
401
Type
HTTP
Description
Unauthorized - missing or invalid agent JWT
Name
403
Type
HTTP
Description
Forbidden - user is not a registered agent

Request Parameters

Name
customer_id
Type
UUID
Required
Description
UUID of the registered customer initiating or associated with the ticket.
Name
subject
Type
string
Required
Description
Summary topic line of the issue (1–255 characters).
Name
content
Type
string
Required
Description
Detailed issue description or initial inquiry body.
Name
content_type
Type
string
Description
Format of the body content: text (default) or html.
Name
priority
Type
string
Description
Priority level: urgent, high, medium (default), or low.
Name
department_id
Type
UUID
Description
Optional department UUID to route the ticket to.
Name
tags
Type
UUID[]
Description
Array of tag UUIDs to categorize and filter the ticket.

Request

POST/v1/support/tickets

Response 201

Returns a paginated list of tickets for the tenant with multi-criteria filtering by status, priority, channel, department, assigned agent, and text search.

List TicketsAuth

Fetch paginated tickets with filtering and search capabilities.

Status Codes

Name
200
Type
HTTP
Description
Paginated tickets list returned
Name
401
Type
HTTP
Description
Unauthorized agent token

Query Parameters

Name
status
Type
string
Description
Comma-separated statuses: open, in_progress, pending, waiting_customer, resolved, closed.
Name
priority
Type
string
Description
Comma-separated priorities: urgent, high, medium, low.
Name
channel
Type
string
Description
Filter by origin: portal, email, api.
Name
department_id
Type
string
Description
Comma-separated department UUIDs.
Name
assignee_id
Type
string
Description
Filter tickets assigned to specific agent UUIDs.
Name
search
Type
string
Description
Full-text search querying subject and ticket sequential numbers.
Name
page
Type
integer
Description
Pagination page number (default: 1).
Name
per_page
Type
integer
Description
Page size between 1 and 100 (default: 20).

Request

GET/v1/support/tickets

Response 200

Returns aggregate ticket counts grouped by lifecycle status for real-time dashboard metrics and SLA monitoring.

Get Ticket StatisticsAuth

Get live ticket distribution across status buckets.

Status Codes

Name
200
Type
HTTP
Description
Statistics returned

Request

GET/v1/support/tickets/stats

Response 200

Retrieves the full ticket aggregate including assigned agents, active SLA targets, customer metadata, and current status. Supports lookups by UUID or sequential human-readable ticket number.

Get Ticket by ID or NumberAuth

Fetch complete ticket record by UUID or sequential integer number (/v1/support/tickets/number/{number}).

Status Codes

Name
200
Type
HTTP
Description
Ticket record returned
Name
404
Type
HTTP
Description
Ticket not found or cross-tenant access denied

Request

GET/v1/support/tickets/{id}

Response 200

Update status transitions, assign agents with specific operational roles, manage workload caps, and close or reopen tickets.

Update StatusAuth

Transition ticket to another valid state in the lifecycle state machine.

Payload Example

{
  "status": "in_progress"
}

Status Codes

Name
204
Type
HTTP
Description
Status updated successfully
Name
400
Type
HTTP
Description
Invalid status transition

Request

PATCH/v1/support/tickets/{id}/status

Assign AgentAuth

Assign an agent with a primary, collaborator, or watcher role. Enforces maximum active workload capacity caps.

Payload Example

{
  "agent_id": "c138db50-2917-48f8-a152-78d120a1db49",
  "role": "primary"
}

Status Codes

Name
204
Type
HTTP
Description
Agent assigned successfully
Name
400
Type
HTTP
Description
Workload cap exceeded for agent or agent inactive

Request

POST/v1/support/tickets/{id}/assign

Close / Reopen TicketAuth

Mark a ticket as closed, or call /v1/support/tickets/{id}/reopen to reopen previously resolved or closed tickets.

Status Codes

Name
204
Type
HTTP
Description
Ticket state transition succeeded

Request

POST/v1/support/tickets/{id}/close