/tickets

POST /tickets

Create a new ticket

Create a new ticket with the provided data. If the ticket type has auto-assignment enabled and a rotation configured, the ticket will be automatically assigned to the next user in the rotation based on weighted round-robin logic.

Authentication Required

Authorization: Bearer {token} header string

This header is required to access this endpoint

Required Parameters

x-account-id header string

Account ID for the request

{
  "subject": "string",
  "description": "string",
  "category": "string",
  "source": "string",
  "requesterId": "string",
  "requesterType": "string"
}

{
  "ticketTypeId": "string",
  "subject": "string",
  "description": "string",
  "status": "open",
  "priority": "medium",
  "category": "string",
  "source": "string",
  "requesterId": "string",
  "requesterName": "string",
  "requesterEmail": "string",
  "requesterPhone": "string",
  "requesterType": "string",
  "assignedTo": "string",
  "assignedTeamId": 0,
  "merchantId": 0,
  "leadId": 0,
  "applicationId": "string",
  "midId": 0,
  "customFields": {},
  "tags": [
    "string"
  ]
}

Try it out

Output:

Responses

Description

Ticket created successfully

{
  "id": 0,
  "uniqueId": "string",
  "accountId": "string",
  "ticketNumber": "string",
  "ticketTypeId": "string",
  "subject": "string",
  "description": "string",
  "status": "string",
  "priority": "string",
  "category": "string",
  "source": "string",
  "requesterId": "string",
  "requesterName": "string",
  "requesterEmail": "string",
  "requesterPhone": "string",
  "requesterType": "string",
  "assignedTo": "string",
  "assignedTeamId": 0,
  "merchantId": 0,
  "merchantName": "string",
  "leadId": 0,
  "applicationId": "string",
  "midId": 0,
  "createdAt": "string",
  "updatedAt": "string",
  "resolvedAt": "string",
  "closedAt": "string",
  "lastResponseAt": "string",
  "lastCustomerResponseAt": "string",
  "slaStatus": "string",
  "slaFirstResponseDue": "string",
  "slaFirstResponseMet": false,
  "slaResolutionDue": "string",
  "slaResolutionMet": false,
  "slaBreachedAt": "string",
  "slaPausedAt": "string",
  "slaTotalPausedTime": 0,
  "responseCount": 0,
  "internalNoteCount": 0,
  "attachmentCount": 0,
  "reopenCount": 0,
  "escalationCount": 0,
  "firstResponseTime": 0,
  "resolutionTime": 0,
  "customFields": {},
  "tags": [
    "string"
  ],
  "metaData": {}
}

References

#/components/parameters/xAccountIdHeader #/components/schemas/TicketInput #/components/schemas/Ticket

#/components/parameters/xAccountIdHeader

OpenAPI
TypeScript

in: header
name: x-account-id
schema:
  type: string
description: Account ID for the request
required: true
example: "2311"

|
export type xAccountIdHeader = any; // Schema type not fully supported

#/components/schemas/TicketInput

OpenAPI
TypeScript

type: object
description: Input for creating a new ticket
properties:
  ticketTypeId:
    type: string
    description: ID of the ticket type. If the ticket type has auto-assignment
      enabled, the ticket will be automatically assigned.
  subject:
    type: string
    description: Subject line of the ticket
  description:
    type: string
    description: Detailed description of the ticket
  status:
    type: string
    enum:
      - open
      - in_progress
      - waiting_customer
      - waiting_internal
      - resolved
      - closed
    default: open
    description: Initial status of the ticket
  priority:
    type: string
    enum:
      - low
      - medium
      - high
      - urgent
    default: medium
    description: Priority level of the ticket
  category:
    type: string
    enum:
      - technical
      - billing
      - account
      - compliance
      - feature_request
      - underwriting
      - general_support
      - general_forms
      - retention
      - activations
      - fee_change_forms
      - bank_submissions
    description: Category of the ticket
  source:
    type: string
    enum:
      - email
      - phone
      - portal
      - internal
      - api
    description: Source where the ticket was created
  requesterId:
    type: string
    description: >
      ID of the person/entity who requested the ticket. For
      application/lead/merchant/mid types, this should be the unique ID or
      integer ID of the entity. For user type, this should be the user's email.
      For external type, this can be any identifier.
  requesterName:
    type: string
    description: >
      Name of the requester. REQUIRED ONLY for requesterType='external'. For all
      other types, this will be automatically derived from the related entity
      and any provided value will be ignored.
  requesterEmail:
    type: string
    description: >
      Email of the requester. REQUIRED ONLY for requesterType='external'. For
      all other types, this will be automatically derived from the related
      entity and any provided value will be ignored.
  requesterPhone:
    type: string
    description: >
      Phone number of the requester. Optional for requesterType='external'. For
      all other types, this will be automatically derived from the related
      entity and any provided value will be ignored.
  requesterType:
    type: string
    enum:
      - application
      - lead
      - user
      - merchant
      - merchant-internal
      - mid
      - external
    description: >
      Type of requester. 'application' pulls data from application DBA
      name/email/phone. 'lead' pulls from lead name/email/phone. 'user' pulls
      from user name/email. 'merchant' and 'merchant-internal' pull from
      merchant DBA and principal contact. 'mid' pulls from MID descriptor and
      merchant principal. 'external' requires requesterName and requesterEmail
      to be provided.
  assignedTo:
    type: string
    description: User ID to manually assign the ticket to (overrides auto-assignment)
  assignedTeamId:
    type: integer
    description: Team ID to assign the ticket to
  merchantId:
    type: integer
    description: ID of the related merchant
  leadId:
    type: integer
    description: ID of the related lead
  applicationId:
    type: string
    description: ID of the related application
  midId:
    type: integer
    description: ID of the related MID
  customFields:
    type: object
    description: Custom fields specific to the ticket type
  tags:
    type: array
    items:
      type: string
    description: Tags to associate with the ticket
required:
  - subject
  - description
  - category
  - source
  - requesterId
  - requesterType

>
export interface TicketInput {
  /** ID of the ticket type. If the ticket type has auto-assignment enabled, the ticket will be automatically assigned. */
  ticketTypeId?: string;
  /** Subject line of the ticket */
  subject: string;
  /** Detailed description of the ticket */
  description: string;
  /** Initial status of the ticket */
  status?:
    | "open"
    | "in_progress"
    | "waiting_customer"
    | "waiting_internal"
    | "resolved"
    | "closed";
  /** Priority level of the ticket */
  priority?: "low" | "medium" | "high" | "urgent";
  /** Category of the ticket */
  category:
    | "technical"
    | "billing"
    | "account"
    | "compliance"
    | "feature_request"
    | "underwriting"
    | "general_support"
    | "general_forms"
    | "retention"
    | "activations"
    | "fee_change_forms"
    | "bank_submissions";
  /** Source where the ticket was created */
  source: "email" | "phone" | "portal" | "internal" | "api";
  /** ID of the person/entity who requested the ticket. For application/lead/merchant/mid types, this should be the unique ID or integer ID of the entity. For user type, this should be the user's email. For external type, this can be any identifier.
   */
  requesterId: string;
  /** Name of the requester. REQUIRED ONLY for requesterType='external'. For all other types, this will be automatically derived from the related entity and any provided value will be ignored.
   */
  requesterName?: string;
  /** Email of the requester. REQUIRED ONLY for requesterType='external'. For all other types, this will be automatically derived from the related entity and any provided value will be ignored.
   */
  requesterEmail?: string;
  /** Phone number of the requester. Optional for requesterType='external'. For all other types, this will be automatically derived from the related entity and any provided value will be ignored.
   */
  requesterPhone?: string;
  /** Type of requester. 'application' pulls data from application DBA name/email/phone. 'lead' pulls from lead name/email/phone. 'user' pulls from user name/email. 'merchant' and 'merchant-internal' pull from merchant DBA and principal contact. 'mid' pulls from MID descriptor and merchant principal. 'external' requires requesterName and requesterEmail to be provided.
   */
  requesterType:
    | "application"
    | "lead"
    | "user"
    | "merchant"
    | "merchant-internal"
    | "mid"
    | "external";
  /** User ID to manually assign the ticket to (overrides auto-assignment) */
  assignedTo?: string;
  /** Team ID to assign the ticket to */
  assignedTeamId?: number;
  /** ID of the related merchant */
  merchantId?: number;
  /** ID of the related lead */
  leadId?: number;
  /** ID of the related application */
  applicationId?: string;
  /** ID of the related MID */
  midId?: number;
  /** Custom fields specific to the ticket type */
  customFields?: {};
  /** Tags to associate with the ticket */
  tags?: string[];
}

#/components/schemas/Ticket

OpenAPI
TypeScript

type: object
description: Ticket object representing a customer support ticket
properties:
  id:
    type: integer
    description: Internal database ID
  uniqueId:
    type: string
    description: Unique identifier for the ticket
  accountId:
    type: string
    description: ID of the account that owns this ticket
  ticketNumber:
    type: string
    description: Human-readable ticket number (e.g., TKT-12345)
  ticketTypeId:
    type: string
    description: ID of the ticket type
  subject:
    type: string
    description: Subject line of the ticket
  description:
    type: string
    description: Detailed description of the ticket
  status:
    type: string
    enum:
      - open
      - in_progress
      - waiting_customer
      - waiting_internal
      - resolved
      - closed
    description: Current status of the ticket
  priority:
    type: string
    enum:
      - low
      - medium
      - high
      - urgent
    description: Priority level of the ticket
  category:
    type: string
    enum:
      - technical
      - billing
      - account
      - compliance
      - feature_request
      - underwriting
      - general_support
      - general_forms
      - retention
      - activations
      - fee_change_forms
      - bank_submissions
    description: Category of the ticket
  source:
    type: string
    enum:
      - email
      - phone
      - portal
      - internal
      - api
    description: Source where the ticket was created
  requesterId:
    type: string
    description: ID of the person/entity who requested the ticket
  requesterName:
    type: string
    description: Name of the requester (auto-derived for non-external types)
  requesterEmail:
    type: string
    description: Email of the requester (auto-derived for non-external types)
  requesterPhone:
    type: string
    description: Phone number of the requester (auto-derived for non-external types)
  requesterType:
    type: string
    enum:
      - application
      - lead
      - user
      - merchant
      - merchant-internal
      - mid
      - external
    description: >
      Type of requester. For types other than 'external', name/email/phone are
      automatically derived from the related entity. For 'external', these
      fields must be provided in the request.
  assignedTo:
    type: string
    description: User ID of the person assigned to this ticket
  assignedTeamId:
    type: integer
    description: Team ID assigned to this ticket
  merchantId:
    type: integer
    description: ID of the related merchant
  merchantName:
    type: string
    description: Name of the related merchant
  leadId:
    type: integer
    description: ID of the related lead
  applicationId:
    type: string
    description: ID of the related application
  midId:
    type: integer
    description: ID of the related MID
  createdAt:
    type: string
    format: date-time
    description: When the ticket was created
  updatedAt:
    type: string
    format: date-time
    description: When the ticket was last updated
  resolvedAt:
    type: string
    format: date-time
    description: When the ticket was resolved
  closedAt:
    type: string
    format: date-time
    description: When the ticket was closed
  lastResponseAt:
    type: string
    format: date-time
    description: When the last response was added
  lastCustomerResponseAt:
    type: string
    format: date-time
    description: When the last customer response was added
  slaStatus:
    type: string
    enum:
      - on_time
      - at_risk
      - breached
      - paused
    description: SLA status of the ticket
  slaFirstResponseDue:
    type: string
    format: date-time
    description: When the first response is due per SLA
  slaFirstResponseMet:
    type: boolean
    description: Whether the first response SLA was met
  slaResolutionDue:
    type: string
    format: date-time
    description: When the resolution is due per SLA
  slaResolutionMet:
    type: boolean
    description: Whether the resolution SLA was met
  slaBreachedAt:
    type: string
    format: date-time
    description: When the SLA was breached
  slaPausedAt:
    type: string
    format: date-time
    description: When the SLA was paused
  slaTotalPausedTime:
    type: integer
    description: Total time SLA was paused (in minutes)
  responseCount:
    type: integer
    description: Number of responses on this ticket
  internalNoteCount:
    type: integer
    description: Number of internal notes on this ticket
  attachmentCount:
    type: integer
    description: Number of attachments on this ticket
  reopenCount:
    type: integer
    description: Number of times this ticket was reopened
  escalationCount:
    type: integer
    description: Number of times this ticket was escalated
  firstResponseTime:
    type: integer
    description: Time to first response (in minutes)
  resolutionTime:
    type: integer
    description: Time to resolution (in minutes)
  customFields:
    type: object
    description: Custom fields specific to the ticket type
  tags:
    type: array
    items:
      type: string
    description: Tags associated with the ticket
  metaData:
    type: object
    description: Additional metadata
required:
  - id
  - uniqueId
  - accountId
  - ticketNumber
  - subject
  - description
  - status
  - priority
  - category
  - source
  - requesterId
  - requesterName
  - requesterEmail
  - requesterType

>
export interface Ticket {
  /** Internal database ID */
  id: number;
  /** Unique identifier for the ticket */
  uniqueId: string;
  /** ID of the account that owns this ticket */
  accountId: string;
  /** Human-readable ticket number (e.g., TKT-12345) */
  ticketNumber: string;
  /** ID of the ticket type */
  ticketTypeId?: string;
  /** Subject line of the ticket */
  subject: string;
  /** Detailed description of the ticket */
  description: string;
  /** Current status of the ticket */
  status:
    | "open"
    | "in_progress"
    | "waiting_customer"
    | "waiting_internal"
    | "resolved"
    | "closed";
  /** Priority level of the ticket */
  priority: "low" | "medium" | "high" | "urgent";
  /** Category of the ticket */
  category:
    | "technical"
    | "billing"
    | "account"
    | "compliance"
    | "feature_request"
    | "underwriting"
    | "general_support"
    | "general_forms"
    | "retention"
    | "activations"
    | "fee_change_forms"
    | "bank_submissions";
  /** Source where the ticket was created */
  source: "email" | "phone" | "portal" | "internal" | "api";
  /** ID of the person/entity who requested the ticket */
  requesterId: string;
  /** Name of the requester (auto-derived for non-external types) */
  requesterName: string;
  /** Email of the requester (auto-derived for non-external types) */
  requesterEmail: string;
  /** Phone number of the requester (auto-derived for non-external types) */
  requesterPhone?: string;
  /** Type of requester. For types other than 'external', name/email/phone are automatically derived from the related entity. For 'external', these fields must be provided in the request.
   */
  requesterType:
    | "application"
    | "lead"
    | "user"
    | "merchant"
    | "merchant-internal"
    | "mid"
    | "external";
  /** User ID of the person assigned to this ticket */
  assignedTo?: string;
  /** Team ID assigned to this ticket */
  assignedTeamId?: number;
  /** ID of the related merchant */
  merchantId?: number;
  /** Name of the related merchant */
  merchantName?: string;
  /** ID of the related lead */
  leadId?: number;
  /** ID of the related application */
  applicationId?: string;
  /** ID of the related MID */
  midId?: number;
  /** When the ticket was created */
  createdAt?: Date;
  /** When the ticket was last updated */
  updatedAt?: Date;
  /** When the ticket was resolved */
  resolvedAt?: Date;
  /** When the ticket was closed */
  closedAt?: Date;
  /** When the last response was added */
  lastResponseAt?: Date;
  /** When the last customer response was added */
  lastCustomerResponseAt?: Date;
  /** SLA status of the ticket */
  slaStatus?: "on_time" | "at_risk" | "breached" | "paused";
  /** When the first response is due per SLA */
  slaFirstResponseDue?: Date;
  /** Whether the first response SLA was met */
  slaFirstResponseMet?: boolean;
  /** When the resolution is due per SLA */
  slaResolutionDue?: Date;
  /** Whether the resolution SLA was met */
  slaResolutionMet?: boolean;
  /** When the SLA was breached */
  slaBreachedAt?: Date;
  /** When the SLA was paused */
  slaPausedAt?: Date;
  /** Total time SLA was paused (in minutes) */
  slaTotalPausedTime?: number;
  /** Number of responses on this ticket */
  responseCount?: number;
  /** Number of internal notes on this ticket */
  internalNoteCount?: number;
  /** Number of attachments on this ticket */
  attachmentCount?: number;
  /** Number of times this ticket was reopened */
  reopenCount?: number;
  /** Number of times this ticket was escalated */
  escalationCount?: number;
  /** Time to first response (in minutes) */
  firstResponseTime?: number;
  /** Time to resolution (in minutes) */
  resolutionTime?: number;
  /** Custom fields specific to the ticket type */
  customFields?: {};
  /** Tags associated with the ticket */
  tags?: string[];
  /** Additional metadata */
  metaData?: {};
}

Route Source Code

Check out the source code for this route entrypoint here: /tickets/route.ts

Or the swagger.yaml spec this documentation was generated from: /tickets/swagger.yaml