Support Tickets

Read the Overview first for authentication, request conventions, and errors.

An account sees only the tickets that it created in the organization. Rules for API tokens:

• Attachments are not available. A create or comment request with attachments returns HTTP 400.
• Creating a ticket, adding a comment, and changing the status notify the support team. Each token can send 3 of these requests at once, then one every 10 seconds. More requests return HTTP 429.

List Ticket Categories

GET /api/v1/tickets/category-options · Read · Self

Returns the categories for Create a Ticket. See also Ticket Category.

{ "success": true, "data": [{ "name": "Warehouse", "value": 1 }, { "name": "Billing", "value": 8 }] }

List Tickets

POST /api/v1/orgs/{orgSlug}/tickets/query · Read · Creator

Returns the tickets that the account created in the organization. By default, the newest last reply comes first. All body fields are optional. Send {} to list all tickets.

Field	Type	Required	Description
page	integer	No	Page number. Default: 1.
perPage	integer	No	Rows per page. Default: 50.
status	string (enum)	No	new, open, pending, hold, solved, or closed.
category	integer (enum)	No	Ticket category.
subject	string	No	Text that the subject contains.
ticketNo	string	No	Ticket number. Exact match.
priority	string (enum)	No	low, normal, high, or urgent.
createdTimeFrom, createdTimeTo	string	No	Range of the creation time, RFC 3339.
lastReplyTimeFrom, lastReplyTimeTo	string	No	Range of the last reply time, RFC 3339.
sort	string	No	lastReplyTime (default), createdAt, or updatedAt.
direction	string	No	asc or desc. Default: desc.

Response example. type is the category name. priority is low, normal, high, or urgent.

{
  "success": true,
  "data": {
    "page": 1,
    "perPage": 50,
    "total": 1,
    "list": [
      {
        "id": 3051,
        "number": "T202611090001",
        "subject": "Warehouse does not resume",
        "description": "The default warehouse stays in Starting.",
        "status": "open",
        "type": "Warehouse",
        "priority": "normal",
        "tags": [],
        "lastReplyAuthorType": "agent",
        "lastReplyTime": "2026-11-09T08:30:00Z",
        "lastRepliedBy": null,
        "lastRepliedByAvatar": null,
        "repliesCount": 2,
        "orgName": "Acme",
        "orgSlug": "acme-prod",
        "createdAt": "2026-11-09T07:00:00Z",
        "updatedAt": "2026-11-09T08:30:00Z"
      }
    ]
  }
}

lastReplyAuthorType is customer or agent.

Get a Ticket

GET /api/v1/orgs/{orgSlug}/tickets/{ticketId} · Read · Creator

Parameter	In	Type	Required	Description
orgSlug	path	string	Yes	Organization ID.
ticketId	path	integer	Yes	Ticket ID.

Response: data is one ticket with id, number, subject, description, status, type, priority, tags, attachments, orgName, orgSlug, createdAt, and updatedAt. Each attachment has name, size, url, and fileID. API tokens cannot download attachments.

List Ticket Comments

GET /api/v1/orgs/{orgSlug}/tickets/{ticketId}/comments · Read · Creator

Returns the public comments of a ticket, from the oldest.

{
  "success": true,
  "data": [
    { "id": 8812, "authorID": 7, "authorName": "Alice", "authorAvatar": "", "authorType": "customer", "content": "It started after the resize.", "public": true, "replyTime": "2026-11-09T07:10:00Z" }
  ]
}

Create a Ticket

POST /api/v1/orgs/{orgSlug}/tickets · Write · Member

Field	Type	Required	Description
category	integer (enum)	No	Ticket category. Default: 0 (Other).
subject	string	Yes	Subject, at most 1,000 characters.
description	string	No	Description of the problem.

{ "category": 1, "subject": "Warehouse does not resume", "description": "The default warehouse stays in Starting since 07:00 UTC." }

Response:

{ "success": true, "data": { "id": 3051 } }

Add a Ticket Comment

POST /api/v1/orgs/{orgSlug}/tickets/{ticketId}/comments · Write · Creator

Field	Type	Required	Description
comment	string	Yes	Text of the comment.

{ "comment": "The warehouse resumed after a retry. You can close the ticket." }

Response: { "success": true }.

Change Ticket Status

POST /api/v1/orgs/{orgSlug}/tickets/{ticketId}/{status} · Write · Creator

Parameter	In	Type	Required	Description
orgSlug	path	string	Yes	Organization ID.
ticketId	path	integer	Yes	Ticket ID.
status	path	string (enum)	Yes	solved to close the ticket, or open to open it again. Other values return HTTP 400.

Response: { "success": true }.

Types

Ticket Category

Value	Name	Value	Name
0	Other	11	Dashboard
1	Warehouse	12	Pipeline
2	Worksheet	13	SQLHistory
3	Load Data	14	Task
4	Database	15	Data Sources
5	Integrations	16	Data Integrations
6	Activity	17	SQLRunning
7	Metrics	18	AuditLogs
8	Billing	19	Documentation
9	Invite Member	20	Features
10	Business