Authentication
Send an API key as a bearer token. The key must carry the tickets.reply permission; a key without it is refused with 403, not 404.
Where your organisation id goes
This endpoint takes org_id as a field in the JSON body.
Your organisation id is on the API keys screen in your dashboard, beside the key itself. It is the same id in every call you make.
Try it
Replace anything in angle brackets with your own values, and the key placeholder with a key from your dashboard.
curl -X POST https://api.zinndigital.com/v1/tickets \
-H "Authorization: Bearer zdk_live_…" \
-H "Content-Type: application/json" \
-d '{ "subject": <string>, "body": <string> }'Signed in? The API console in your dashboard fills in your real organisation id and your own key, and runs the request against the live API so you can see the actual response. Open this endpoint in the API console
Details
Opens a ticket in open with the supplied body as its first message, and publishes ticket.created (which sends the customer a localized acknowledgement via the notification consumer). channel is server-decided — it is not accepted from the client. A supplied site_id or invoice_id must belong to the same org or the request is a 404. Requires tickets.reply.
Request body
| Name | Type | Required | What it is |
|---|---|---|---|
subject | string | Yes | — |
body | string | Yes | The customer's description — becomes the first message in the thread. |
priority | TicketPriority | No | How urgent the ticket is. The customer may propose one; staff decide. |
site_id | string | No | The site this is about. Must belong to the same org or the request is a 404. |
invoice_id | string | No | The invoice this is about. Must belong to the same org or the request is a 404. |
org_id | string | No | The organization to open it in. Required only when the caller holds tickets.reply in more than one org. |
on_behalf_of_org_id | string | No | The client org this is about — a reseller escalating to Zinn® on their client's behalf. Must be a descendant of the ticket's org or the request is a 404; your client never… |
deflection_id | string | No | The AI answer (POST /v1/tickets/deflect with ask_ai) the customer saw before choosing "Still need help" (s1014 L39) — counted as answered-then-ticketed. |
grant_access | boolean | No | "Give support access to this site" (s1014 L39): the customer's consent for staff to sign in to site_id while this ticket is open, for 7 days at most. Ignored without site_id.… |
Response
| Name | Type | Required | What it is |
|---|---|---|---|
id | Uuid | Yes | UUIDv7 identifier — sortable by creation time (docs/02 §8). |
org_id | Uuid | Yes | UUIDv7 identifier — sortable by creation time (docs/02 §8). |
subject | string | Yes | — |
status | TicketStatus | Yes | Where a ticket sits in its lifecycle. open = waiting on us; pending = waiting on the customer; solved = we believe it is resolved and a customer reply reopens it; closed =… |
priority | TicketPriority | Yes | How urgent the ticket is. The customer may propose one; staff decide. |
channel | string | Yes | How the ticket reached us — dashboard, api or staff. Server-decided; an open string so a future channel is additive on both sides. |
site_id | object | No | — |
invoice_id | object | No | — |
on_behalf_of_org_id | object | No | The client org a reseller opened this ticket about. Null on every ordinary ticket. ⛔ Validated as a descendant of the ticket's own org and 404d otherwise, so it can never… |
assignee_name | object | Yes | The owning agent's display name (first name), or null while unassigned. The customer sees a name so they know a person owns their ticket; the agent's id and email are… |
first_response_at | object | No | — |
resolved_at | object | No | — |
closed_at | object | No | — |
last_message_at | object | No | — |
reopened_count | integer | Yes | — |
message_count | integer | Yes | Customer-visible messages in the thread — internal notes are not counted. |
created_at | string | Yes | — |
updated_at | string | Yes | — |
messages | TicketMessage[] | Yes | The customer-visible thread in chronological order. |
access | TicketAccessGrant[] | Yes | Site access the customer gave support on this ticket (s1014 L39). |
Errors this endpoint can return
401 · 403 · 404 · 422 · 429