Tickiti

Reply to ticket API

This article and the rest of the API documentation in this section are written for a technical audience — integrators and developers connecting external systems to Tickiti. Familiarity with HTTP, REST, JSON and bearer-token authentication is assumed.

The reply endpoint posts a response onto an existing ticket. Use it when an external system has new information to add to a conversation Tickiti is already tracking — for example an order system posting a shipping update, or a CRM adding a note when a customer record changes.

Endpoint

POST /api/v1/tickets/respond

Headers

  1. Authorization: Bearer YOUR_TOKEN — required. Token must have the tickets:write ability.
  2. Idempotency-Key: <uuid> — required. See Idempotency.
  3. Content-Type: application/json — required.

Body

Required fields:

  1. ticket_number — the 6-digit number of the ticket to respond to. The ticket must exist.
  2. from_email — the email address the response is attributed to. If this address is not already a participant on the ticket it is added as one.
  3. content — the response body (string, HTML allowed).

Optional fields:

  1. is_internal — boolean, default false. When true the response is a staff-only internal note and is not shown to the customer or included in customer notifications.

Inline images

To embed an image in the response, include it in content as a base64 data URI — an <img src="data:image/png;base64,…"> element placed wherever the image should appear in the body. Tickiti decodes each such image, stores it as an inline attachment, and rewrites the body to reference it, so it renders within the response thread and in customer emails.

Example

curl -X POST https://support.sole-provider.example/api/v1/tickets/respond \
  -H "Authorization: Bearer $TOKEN" \
  -H "Idempotency-Key: $(uuidgen)" \
  -H "Content-Type: application/json" \
  -d '{
    "ticket_number": "220009",
    "from_email": "[email protected]",
    "content": "<p>Your replacement Vapor Pro 3 has shipped. Tracking: TRACK-XYZ.</p>"
  }'

Successful response

{
  "ok": true,
  "data": {
    "ticket_id": 1,
    "response_id": 42,
    "reopened": true
  }
}

reopened is true when the response moved a closed or on-hold ticket back to Open. Posting a response always reactivates a ticket that was not already open and clears any on-hold timer, so the conversation surfaces to staff again.

Error responses

  1. 422 validation_failed — missing field, unknown ticket number, malformed email.
  2. 409 idempotency_key_conflict — the idempotency key was already used with a different payload. See Idempotency.
  3. 401 unauthenticated — bad or missing token.
  4. 403 forbidden — token does not have the tickets:write ability, or the user it acts as lacks access to the ticket’s queue.

What happens server-side

  1. Tickiti locates the ticket by ticket_number.
  2. It writes the response, public or internal per is_internal, attributed to from_email.
  3. It extracts any base64 data-URI images from content, stores them as inline attachments, and rewrites the body to reference them.
  4. It adds from_email as a participant if it was not one already.
  5. It reopens the ticket if it was closed or on hold, and clears any on-hold timer.
  6. It refreshes the affected ticket-list views and notifications.

To read the conversation before or after replying, use the Show ticket API. See the API overview for the shared conventions.