support
POST /v1/tickets/deflect
Knowledge-base articles and a live diagnosis, before a ticket is opened.
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/deflect \
-H "Authorization: Bearer zdk_live_…" \
-H "Content-Type: application/json" \
-d '{ }'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
The KB + AI in front of the ticket form (#2661). Given what the customer has typed so far, returns matching published KB articles and — when a site is named — findings from live checks against it, including whether its nameservers still point at us. ⛔ This never refuses to open a ticket and must never be made to. Everything it returns is offered; the form's submit button is unaffected. Requires tickets.reply. ⛔ checks_incomplete is true when a check could not run. "We found nothing wrong" and "we could not look" are different answers and the client must render them differently.
Request body
| Name | Type | Required | What it is |
|---|---|---|---|
subject | string | No | — |
body | string | No | — |
site_id | object | No | The site they are asking about. When given, live checks run against it — including whether its nameservers still point at us. |
org_id | object | No | — |
ask_ai | boolean | No | Run the AI answer (s1014 L39) and record the deflection. Sent when the customer presses "Get an answer" — never while typing, so no model call is made per keystroke. The answer is… |
category | string | No | What the problem is about, as the form's category picker sends it. |
Response
| Name | Type | Required | What it is |
|---|---|---|---|
articles | object[] | Yes | — |
findings | TicketDeflectionFinding[] | Yes | — |
applied | string[] | Yes | Remedies applied automatically. ⛔ Only remedies on an explicit, audited allow-list are ever applied without a human. |
checks_incomplete | boolean | Yes | ⛔ True when a live check could not run. "We found nothing wrong" and "we could not look" are different answers and must render differently. |
incidents | TicketDeflectionIncident[] | Yes | Open public incidents affecting this customer. ⛔ NOTHING HERE BLOCKS THE FORM — owner ruling 2026-08-24 was warn prominently, still let them submit. A customer with a genuinely… |
status_url | string | Yes | The public status page in the reader's language, for the "follow this to resolution" link. ⛔ A separate origin with no shared fate with the platform (docs/121 §1), so it cannot… |
deflection_id | string | No | Present when ask_ai was sent. Pass it to POST /v1/tickets as deflection_id when the customer still sends the ticket, or to POST /v1/tickets/deflect/{deflectionId}/solved… |
answer | TicketDeflectionAnswer | No | The AI answer in front of the ticket form (s1014 L39). ⛔ Never blocks the ticket: the form always offers "Still need help? Send it to the team" beside it. |
Errors this endpoint can return
401 · 403 · 422 · 429