Tickets
List Support Tickets
Lists the support tickets visible to the current user for the active tenant: org-wide tickets, plus any requester-only ticket they raised or were added to as a participant. Resolved and closed tickets are excluded by default — pass `filter[include_closed]=1`, a `filter[status]` value, a `status` condition in `filter_groups`, or the `closed` queue to see them.
Create Support Ticket
Opens a new support ticket for the active tenant. The requester is the authenticated user; the ticket is created `open`, SLA due dates are set from the SLA policy for the chosen priority, and the request body becomes the ticket's first public message. A ticket opened with a personal access token is recorded with source `api`; one opened from an app session is `app`.
Get Support Tickets Summary
Deprecated — use Get Support Summary (`GET /api/support/summary`) instead.
Get Support Ticket
Returns one support ticket, including its watchers/participants and the links visible to a customer (release notes and the record it was raised from — internal links like a bug tracker issue are agent-only).
Get Support Summary
Returns the tenant's support overview for a trailing window: open/waiting/awaiting-release counts, tickets created and resolved in the window, median first-response and resolution time in minutes, the percentage of first-response SLAs met, a breakdown by ticket type, the 5 most recently resolved tickets, the last 5 releases that shipped a fix for one of your tickets, and your CSAT for the window.
List Support Ticket Messages
Returns the public thread for a ticket, oldest first, with each message's author and attachments. Internal notes are never included here — see the agent console's equivalent endpoint for those. `mentions` is always an empty array on public messages (it only carries values on internal notes).
Reply to Support Ticket
Adds a public reply to the ticket thread as the customer. CCs are the ticket's own (you cannot override them from this endpoint — that's agent-only). A colleague who replies on a ticket they are not yet on is added as a watcher.
List Support Ticket Events
Returns the customer-visible timeline of a ticket, oldest first, as a plain array (no pagination). Only the events a customer may see are included; everything internal to the support desk is left out.
Resolve Support Ticket
Marks the ticket resolved. Once resolved, the ticket can be rated (see Rate Support Ticket) and drops out of the default ticket list unless `include_closed` is set. The response is the updated ticket; both SLA clocks now report `met` or `breached` depending on whether the first response and the resolution landed before their due dates.
Reopen Support Ticket
Reopens a resolved or closed ticket, setting its status back to open and incrementing `reopened_count`. The resolution SLA clock starts running again against the original due date.
Rate Support Ticket
Rates a resolved ticket's customer satisfaction, 1 to 5, with an optional comment. Only available once the ticket is resolved or closed.
Add Support Ticket Watcher
Adds a watcher to the ticket, who is then notified of new replies. Add a colleague by `user_id`, or an outside address by `email` (a matching user account is linked automatically if one exists).
Remove Support Ticket Watcher
Removes a watcher from the ticket by the watcher's user id. Still supported; for CCs that have no SKU.io user (an outside email address), or when you already hold the participant id, use Remove Support Ticket Participant instead.
Remove Support Ticket Participant
Removes a watcher or CC from the ticket by its ticket-scoped participant id. Unlike Remove Support Ticket Watcher, which needs the watcher's user id, this works for any non-requester participant — including an outside email address that was CC'd and has no SKU.io login. The removal is recorded on the ticket's timeline as a `watcher_removed` event.