Create a ticket

Creates a support ticket for a user. If the user already has an active ticket, that existing ticket is returned instead of creating a duplicate (create-or-find).

Query Parameters
bot string — REQUIRED The unique ID of the bot.

Request Body — REQUIRED
requester object — REQUIRED Identifies the end user. At least one of email, phone, or external_id is required; the first present (in that order) becomes the ticket uid. email email Requester email. Validated for format. phone string Requester phone (E.164-style, 7–15 digits). Validated when used as the uid. external_id string External identifier for the requester. name string Requester display name.
source string — REQUIRED Possible values: [whatsapp, facebook, yellowmessenger, appleBusinessChat, email, lazada, instagram] Channel the ticket originates from. Required.
subject string Ticket subject text. Alias issue is also accepted.
priority string Priority. Common aliases are mapped: normal→MEDIUM, urgent→HIGH. Accepted: LOW, MEDIUM, HIGH (or low/normal/high/urgent).
tags string[] Tags to set on the ticket. Must be an array.
category string Group/category code to assign. Alias group_id is also accepted.
assignedTo string Agent to assign the ticket to. Alias assignee_id is also accepted.
customFields object Key-value custom fields. Keys must be configured in the bot's support settings; unknown keys are rejected. The legacy array format ([{ id, value }]) is not supported.

Responses
200 An active ticket already exists for this user; the existing ticket is returned. Schema — OPTIONAL ticket object — OPTIONAL
201 Ticket created. Schema — OPTIONAL ticket object — OPTIONAL
400 Validation error (missing requester uid, invalid email/phone/source/priority, tags not an array, or an unknown custom-field key). Schema — OPTIONAL error string — OPTIONAL Human-readable error message.
401 Missing/invalid API key, or the bot is not authorized to use this route. Schema — OPTIONAL error string — OPTIONAL Human-readable error message.
429 Rate limit exceeded. Schema — OPTIONAL error string — OPTIONAL Human-readable error message.
500 Internal server error. Schema — OPTIONAL error string — OPTIONAL Human-readable error message.