Manage tickets

Tickets track a customer request until it is solved, as on the tickets board of the dashboard (see Tickets). All the endpoints below need a key with Manage tickets.

How tickets are organized

A ticket is opened on a conversation: it follows the contact of that conversation, and it belongs to the agent of the conversation’s channel.
Each agent has its own statuses (the columns of its board) and SLA policies (its priorities).
Tickets refer to a status by its code (for example in_progress) and to a priority by its priority code (for example high). Codes are slugs of the names: renaming a status or a policy changes its code. The default statuses are open, pending, in_progress, resolved and closed.

Open a ticket

POST /tickets

curl -X POST https://shortext.ny-corp.io/api/v2.0/tickets \
  -H "Authorization: Bearer $SHORTEXT_API_KEY" \
  -H "Accept: application/json" -H "Content-Type: application/json" \
  -d '{
    "conversation_id": "c9Lw3nYb",
    "subject": "Refund for order A-1042",
    "description": "Parcel arrived damaged, customer asks for a refund.",
    "priority": "high"
  }'

Field	Description
`conversation_id`	Required. The conversation the ticket is about; it cannot change afterwards.
`subject`	Required.
`description`	Optional.
`status`	A status code of the agent. By default, its first open status.
`priority`	An SLA policy code of the agent: it sets the due dates. `null` removes it.

The members of the agent are notified. The response is the ticket:

{
  "id": "STT-XXXXX",
  "subject": "Refund for order A-1042",
  "description": "Parcel arrived damaged, customer asks for a refund.",
  "status": { "code": "open", "name": "Open", "position": 1, "active": true, "resolved": false, "terminal": false },
  "priority": { "priority": "high", "label": "High", "response_time": 60, "resolve_time": 480 },
  "agent": { "id": "AGI-XXXXX", "name": "Support" },
  "conversation_id": "c9Lw3nYb",
  "contact": { "identifier": "237699999999", "identifier_type": "phone", "profile": { "firstname": "Brice" } },
  "response_due_at": "2026-10-24T10:12:44+00:00",
  "resolve_due_at": "2026-10-24T17:12:44+00:00",
  "responded_at": null,
  "resolved_at": null,
  "closed_at": null,
  "response_breached": false,
  "resolve_breached": false,
  "satisfaction_rating": null,
  "created_at": "2026-10-24T09:12:44+00:00",
  "updated_at": "2026-10-24T09:12:44+00:00"
}

Find tickets

GET /tickets lists tickets, most recent first, 50 per page. Filters:

Filter	Description
`state`	`open` (neither resolved nor closed), `resolved` or `closed`.
`status`	Status codes, separated by commas.
`priority`	Priority codes, separated by commas.
`agent_id`	The tickets of one agent.
`conversation_id`	The tickets of one conversation.
`breached`	Only tickets past one of their SLA due dates.
`updated_since`	Tickets updated at or after this date.

Move, resolve, close and reopen

PATCH /tickets/{id} changes the subject, description, priority or status. The status decides the state of the ticket:

New status	Effect
An open status	The ticket moves on the board (and is reopened if it was resolved or closed).
A resolved status	The ticket is resolved (`resolved_at`).
A terminal status	The ticket is closed (`closed_at`).

curl -X PATCH https://shortext.ny-corp.io/api/v2.0/tickets/STT-XXXXX \
  -H "Authorization: Bearer $SHORTEXT_API_KEY" \
  -H "Accept: application/json" -H "Content-Type: application/json" \
  -d '{ "status": "resolved" }'

Tickets are kept for the history: there is no deletion.

Notes and answers

Endpoint	What it does
`POST /tickets/{id}/comments`	Adds an internal note (`text`, up to 5,000 characters). The contact does not see it.
`POST /tickets/{id}/responses`	Answers the contact (`text`) on the conversation of the ticket, with the ticket reference. Outside the WhatsApp 24-hour window, it is sent as a notification template. The first answer sets `responded_at`.
`GET /tickets/{id}/activities`	The history, oldest first: creation, status changes, notes, answers, SLA breaches.

Each activity has a type (ticket_created, status_changed, ticket_resolved, ticket_closed, ticket_reopened, comment, response, response_time_breached, resolve_time_breached), the text of a note or an answer, its author and, for status changes, from_status and status.

Statuses of an agent

/agents/{agent}/ticket-statuses, in board order.

Field	Description
`name`	Required on creation; its slug is the `code`.
`position`	Order on the board.
`active`	`true` by default. An inactive status can no longer be used.
`resolved`	Tickets moved here are resolved.
`terminal`	Tickets moved here are closed.

A status that tickets still use cannot be deleted: move the tickets first, or set active to false.

SLA policies of an agent

/agents/{agent}/sla-policies, shortest response time first. A policy is a priority:

Field	Description
`label`	Required on creation, for example `High`; its slug is the `priority` code.
`response_time`	Required on creation. Working minutes to give a first answer.
`resolve_time`	Required on creation. Working minutes to resolve.

Times count working minutes, Monday to Friday from 8:00 to 18:00. New times apply to the tickets that get the priority afterwards. A policy cannot be deleted while open tickets have it.

curl -X POST https://shortext.ny-corp.io/api/v2.0/agents/AGI-XXXXX/sla-policies \
  -H "Authorization: Bearer $SHORTEXT_API_KEY" \
  -H "Accept: application/json" -H "Content-Type: application/json" \
  -d '{ "label": "High", "response_time": 60, "resolve_time": 480 }'

Get started

Formats

Integrations

Guides

Endpoints

How tickets are organized

Open a ticket

Find tickets

Move, resolve, close and reopen

Notes and answers

Statuses of an agent

SLA policies of an agent

​How tickets are organized

​Open a ticket

​Find tickets

​Move, resolve, close and reopen

​Notes and answers

​Statuses of an agent

​SLA policies of an agent

How tickets are organized

Open a ticket

Find tickets

Move, resolve, close and reopen

Notes and answers

Statuses of an agent

SLA policies of an agent