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Get Intake Ticket

GET 
/api/support/intake/tickets/:ticket

Returns one ticket with its watchers and the links a customer may see. The response is the production customer ticket, field for field, plus environment, origin_tenant_id and origin_host.

Environment intake token

Called by another SKU environment (beta, demo, dev) on behalf of its users: authenticate with that environment's intake token and the origin headers described below — not with a Personal Access Token or a session.

What this caller can see: the mapped production tenant's organisation-wide tickets, plus every ticket raised from the address in X-Support-Requester-Email — whichever environment raised them. A ticket outside that set is reported as not found, never as forbidden, so a ticket id can never be probed from another environment.

first_response_sla_status and resolution_sla_status report the ticket's two SLA clocks: one of on_track, breaching_soon, breached, paused (the ticket is waiting on the customer, so neither clock warns) or met. merged_into is {id, number} once the ticket has been merged into another, otherwise null.

Authentication: the environment token as Authorization: Bearer, plus the X-Support-* identity headers described on the Intake folder. There is no session and no tenant context. An unknown token, or a token presented with another environment, is refused with 403; incomplete identity headers are 422.

Request​

Responses​

OK

Response Headers
    Content-Type