API Reference

Tickets API

Create, read, update, and manage support tickets programmatically.

8 min read Updated July 2026

Endpoints

GET/v1/ticketsList tickets

POST/v1/ticketsCreate a ticket

GET/v1/tickets/:idRetrieve a ticket

PATCH/v1/tickets/:idUpdate a ticket

DELETE/v1/tickets/:idDelete a ticket

GET/v1/tickets/:id/messagesList messages

POST/v1/tickets/:id/messagesSend a reply

POST/v1/tickets/:id/tagsAdd tags

DELETE/v1/tickets/:id/tags/:tagRemove a tag

Create a ticket

POST /v1/tickets

Create a new support ticket. If the contact email doesn't exist in your workspace, a new contact record is created automatically.

Request

bash

curl -X POST https://api.liyasupport.com/v1/tickets \
  -H "Authorization: Bearer lsk_live_..." \
  -H "Content-Type: application/json" \
  -d '{
    "subject": "Payment still processing",
    "body": "Hi, I made a payment 2 hours ago but my plan still shows Free.",
    "contact": {
      "email": "[email protected]",
      "name": "Jane Doe"
    },
    "channel": "api",
    "priority": "high",
    "tags": ["billing"]
  }'

Request body parameters

Parameter	Type	Required	Description
subject	string	Yes	Ticket subject line
body	string	Yes	Full message body (plain text or HTML)
contact.email	string	Yes	Customer's email address
contact.name	string	No	Customer's display name
contact.id	string	No	Existing contact ID (instead of email)
channel	string	No	Source channel: api, email, chat, widget. Default: api
priority	string	No	urgent, high, normal, low. Default: normal
assignee_id	string	No	Assign to agent user ID
group_id	string	No	Assign to agent group ID
tags	string[]	No	Array of tag strings
custom_attributes	object	No	Key/value pairs for custom ticket attributes

Response

json

{
  "id": "tkt_01JABCDE123",
  "subject": "Payment still processing",
  "status": "open",
  "priority": "high",
  "channel": "api",
  "created_at": "2026-07-03T14:22:00Z",
  "updated_at": "2026-07-03T14:22:01Z",
  "contact": {
    "id": "cnt_01JXYZ789",
    "name": "Jane Doe",
    "email": "[email protected]"
  },
  "assignee": null,
  "tags": ["billing"],
  "ai": {
    "intent": "billing_issue",
    "urgency": "high",
    "sentiment": "frustrated",
    "confidence": 87,
    "draft_ready": true
  }
}

List tickets

GET /v1/tickets

Query parameters

Parameter	Type	Default	Description
status	string	all	open, pending, resolved, all
priority	string	—	Filter by priority: urgent, high, normal, low
assignee	string	—	Filter by assignee user ID or 'unassigned'
group	string	—	Filter by group ID
channel	string	—	Filter by channel: email, chat, widget, api
tag	string	—	Filter by tag (exact match)
created_after	ISO date	—	Filter tickets created after this date
created_before	ISO date	—	Filter tickets created before this date
sort	string	created_at:desc	Sort field and direction
limit	integer	25	Results per page (max 100)
cursor	string	—	Pagination cursor from previous response

bash

curl "https://api.liyasupport.com/v1/tickets?status=open&priority=high&limit=20" \
  -H "Authorization: Bearer lsk_live_..."

Update a ticket

PATCH /v1/tickets/:id

Partially update a ticket. Only the fields you include are modified.

bash

curl -X PATCH https://api.liyasupport.com/v1/tickets/tkt_01JABCDE123 \
  -H "Authorization: Bearer lsk_live_..." \
  -H "Content-Type: application/json" \
  -d '{
    "status": "resolved",
    "assignee_id": "usr_01JAGENT456"
  }'

Updatable fields

Field	Type	Notes
status	string	open, pending, resolved
priority	string	urgent, high, normal, low
assignee_id	string	Agent user ID; null to unassign
group_id	string	Group ID; null to remove group
subject	string
custom_attributes	object	Merged with existing; provide key: null to remove a key

Send a reply

POST /v1/tickets/:id/messages

bash

curl -X POST https://api.liyasupport.com/v1/tickets/tkt_01JABCDE123/messages \
  -H "Authorization: Bearer lsk_live_..." \
  -H "Content-Type: application/json" \
  -d '{
    "body": "Hi Jane! Your payment was processed at 2:34 PM...",
    "type": "outbound",
    "author_id": "usr_01JAGENT456"
  }'

Message parameters

Parameter	Type	Required	Description
body	string	Yes	Reply content (plain text or HTML)
type	string	Yes	outbound (to customer) or note (internal only)
author_id	string	No	User ID of the sending agent. Defaults to the API key owner.
attachments	object[]	No	Array of attachment objects: {filename, content_type, data (base64)}

Use type: "note" to add internal notes visible only to agents — these are never sent to the customer.

Ticket object reference

Field	Type	Description
id	string	Unique ticket ID (tkt_…)
subject	string	Ticket subject line
status	string	open \| pending \| resolved \| archived
priority	string	urgent \| high \| normal \| low
channel	string	email \| chat \| widget \| api \| phone
contact	object	Contact object: id, name, email, avatar_url
assignee	object?	Assigned agent: id, name, email
group	object?	Assigned group: id, name
tags	string[]	Array of tag strings
ai.intent	string	Detected intent category
ai.urgency	string	AI-detected urgency: urgent \| high \| normal \| low
ai.sentiment	string	frustrated \| neutral \| positive \| unknown
ai.confidence	number	AI confidence score 0–100
ai.draft_ready	boolean	Whether an AI draft is available
created_at	ISO date	Ticket creation time
updated_at	ISO date	Last modification time
resolved_at	ISO date?	Time the ticket was resolved (null if open)
custom_attributes	object	Custom key/value attributes

PreviousAuthentication

Next Contacts API