support
POST /v1/tickets/{ticketId}/messages
Reply to a support ticket.
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.
This endpoint takes no organisation id. Your key already identifies the organisation it belongs to, and the response is scoped to it.
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/{ticketId}/messages \
-H "Authorization: Bearer zdk_live_…" \
-H "Content-Type: application/json" \
-d '{ "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
Appends a customer message and returns the thread to open. Replying to a solved ticket reopens it. A closed ticket is rejected with a 422 whose error code is the stable TICKET_CLOSED, so a client can offer "reopen" without string-matching a translated message. Requires tickets.reply.
Parameters
| Name | Type | Required | What it is |
|---|---|---|---|
ticketId (path) | Uuid | Yes | The ticket's id. |
Request body
| Name | Type | Required | What it is |
|---|---|---|---|
body | string | Yes | — |
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