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latestOpenAPI 3.0.12026-08-10234260964.0 KB

6cc88fde6435

Support

Create a new support ticket

post/tickets

Request body

subjectstring required

A title of the ticket.

descriptionstring required

The description body of the support ticket.

requester_idstring uuid

UUID of the ticket requester. Converted from the ZID value.

priority'low' | 'normal' | 'high' | 'urgent'

A priority of the ticket.

subscription_idstring

see create()

organization_idstring

see create()

affected_urlstring url

see create().

followup_tidstring

The unique ID of the ticket which this ticket is a follow-up to.

category'access' | 'billing_question' | 'complaint' | 'compliance_question' | 'configuration_change' | 'general_question' | 'incident_outage' | 'bug_report' | 'report_a_gui_bug' | 'onboarding' | 'close_my_account'

The category of the support ticket.

collaborator_idsstring[]

A list of collaborators uuids for the ticket.

Response

A Support Ticket object

ticket_idinteger

The ID of the ticket.

createdstring date-time

The time when the support ticket was created.

updatedstring date-time

The time when the support ticket was updated.

type'problem' | 'task' | 'incident' | 'question'

A type of the ticket.

subjectstring

A title of the ticket.

descriptionstring

The description body of the support ticket.

priority'low' | 'normal' | 'high' | 'urgent'

A priority of the ticket.

followup_tidstring

Followup ticket ID. The unique ID of the ticket which this ticket is a follow-up to.

status'closed' | 'deleted' | 'hold' | 'new' | 'open' | 'pending' | 'solved'

The status of the support ticket.

recipientstring

Email address of the ticket recipient, defaults to support@upsun.com.

requester_idstring uuid

UUID of the ticket requester.

submitter_idstring uuid

UUID of the ticket submitter.

assignee_idstring uuid

UUID of the ticket assignee.

organization_idstring

A reference id that is usable to find the commerce license.

collaborator_idsstring[]

A list of the collaborators uuids for this ticket.

has_incidentsboolean

Whether or not this ticket has incidents.

duestring date-time

A time that the ticket is due at.

tagsstring[]

A list of tags assigned to the ticket.

subscription_idstring

The internal ID of the subscription.

ticket_groupstring

Maps to zendesk field 'Request group'.

support_planstring

Maps to zendesk field 'The support plan associated with this ticket.

affected_urlstring url

The affected URL associated with the support ticket.

queuestring

The queue the support ticket is in.

issue_typestring

The issue type of the support ticket.

resolution_timestring date-time

Maps to zendesk field 'Resolution Time'.

response_timestring date-time

Maps to zendesk field 'Response Time (time from request to reply).

project_urlstring url

Maps to zendesk field 'Project URL'.

regionstring

Maps to zendesk field 'Region'.

category'access' | 'billing_question' | 'complaint' | 'compliance_question' | 'configuration_change' | 'general_question' | 'incident_outage' | 'bug_report' | 'onboarding' | 'report_a_gui_bug' | 'close_my_account'

Maps to zendesk field 'Category'.

environment'env_development' | 'env_staging' | 'env_production'

Maps to zendesk field 'Environment'.

ticket_sharing_status'ts_sent_to_platform' | 'ts_accepted_by_platform' | 'ts_returned_from_platform' | 'ts_solved_by_platform' | 'ts_rejected_by_platform'

Maps to zendesk field 'Ticket Sharing Status'.

application_ticket_urlstring url

Maps to zendesk field 'Application Ticket URL'.

infrastructure_ticket_urlstring url

Maps to zendesk field 'Infrastructure Ticket URL'.

zd_ticket_urlstring url

URL to the customer-facing ticket in Zendesk.