Tickets

Create a ticket on behalf of one of your customers — typically in response to a business event (failed payment, stuck order, broken integration).

Endpoint

POST /tickets/api-create

Body

Field	Type	Required	Description
`customerExternalId`	string	✅	Customer’s `externalId`
`subject`	string	✅	Ticket subject
`description`	string	✅	Description (Markdown supported)
`priority`	`LOW` \| `MEDIUM` \| `HIGH` \| `URGENT` \| `CRITICAL`	—	Default: `MEDIUM`
`category`	string	—	Free-form category
`metadata`	object	—	Free-form data (orderId, errorCode, etc.)
`tagIds`	string[]	—	Tag IDs (UUID) to attach

The channel field is automatically set to API.

Example

curl -X POST https://supportdesk.innovartx.com/api/v1/tickets/api-create \
  -H "X-API-Key: $SUPPORTDESK_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "customerExternalId": "user_42",
    "subject": "Payment failed for order #12345",
    "description": "Payment attempt failed with CARD_DECLINED. Customer has been notified by email.",
    "priority": "HIGH",
    "metadata": { "orderId": "12345", "amount": 99.9 }
  }'

await fetch('https://supportdesk.innovartx.com/api/v1/tickets/api-create', {
  method: 'POST',
  headers: {
    'X-API-Key': process.env.SUPPORTDESK_API_KEY,
    'Content-Type': 'application/json',
  },
  body: JSON.stringify({
    customerExternalId: 'user_42',
    subject: 'Payment failed for order #12345',
    description: 'Payment attempt failed…',
    priority: 'HIGH',
    metadata: { orderId: '12345', amount: 99.9 },
  }),
});

import os, requests

requests.post(
    'https://supportdesk.innovartx.com/api/v1/tickets/api-create',
    headers={'X-API-Key': os.environ['SUPPORTDESK_API_KEY']},
    json={
        'customerExternalId': 'user_42',
        'subject': 'Payment failed for order #12345',
        'description': 'Payment attempt failed…',
        'priority': 'HIGH',
        'metadata': {'orderId': '12345', 'amount': 99.9},
    },
)

$ch = curl_init('https://supportdesk.innovartx.com/api/v1/tickets/api-create');
curl_setopt_array($ch, [
    CURLOPT_POST => true,
    CURLOPT_POSTFIELDS => json_encode([
        'customerExternalId' => 'user_42',
        'subject' => 'Payment failed for order #12345',
        'description' => 'Payment attempt failed…',
        'priority' => 'HIGH',
        'metadata' => ['orderId' => '12345', 'amount' => 99.9],
    ]),
    CURLOPT_HTTPHEADER => [
        'X-API-Key: ' . getenv('SUPPORTDESK_API_KEY'),
        'Content-Type: application/json',
    ],
    CURLOPT_RETURNTRANSFER => true,
]);
curl_exec($ch);
curl_close($ch);

Response

{
  "success": true,
  "data": {
    "id": "clyyyyy",
    "ticketNumber": "INV-1042",
    "subject": "Payment failed for order #12345",
    "status": "IN_PROGRESS",
    "priority": "HIGH",
    "channel": "API",
    "customer": { "id": "clxxxxxx", "externalId": "user_42", "email": "john@acme.com" },
    "assignedAgent": { "id": "…", "name": "Agent N1", "email": "agent@acme.com" },
    "createdAt": "2026-04-18T10:00:00Z"
  },
  "timestamp": "2026-04-18T10:00:00Z"
}

If an N1 agent is available, the ticket is auto-assigned and the agent receives an email + real-time dashboard notification.

Errors

HTTP code	Business code	Cause
`400`	`VALIDATION_ERROR`	Invalid or missing fields
`403`	`PLAN_LIMIT_REACHED`	Monthly ticket quota reached on your plan
`404`	`CUSTOMER_NOT_FOUND`	`externalId` matches no customer in your app

See Errors.