Ticket/List

List and search for one or multiple support tickets.

Parameters
Parameter Type Required Description
ticket_id string optional Provide a 'ticket_id' to list a specific ticket
friendly_ticket_id string optional Provide a 'friendly_ticket_id' to list a specific ticket.
direction string optional List tickets based on their direction by providing a direction.
working_status string optional Supply 'working_status' to list tickets of a specific working status.
customer_account_id string optional Supply a 'customer_account_id' to list tickets connected to a specific customer account.
subscription_id string optional Supply a 'subscription_id' to list tickets connected to a specific subscription.
limit string optional Limit the amount of results returned. Valid options are between 1 and 300. Default is 300.
order string optional Order results by descending 'desc' or ascending 'asc'.
offset string optional Offset the results returned. An 'offset' of 10 would skip the first ten results.
GET https://api.recurringstack.com/{format}/Ticket/List 
//key,user_key,brand_id,response_format (xml or json),return (clean = return object, leave blank to return raw)
$rstack = new recurringstack('','','','xml','clean'); 

$params = array('ticket_id' => "",'friendly_ticket_id' => "",'direction' => "",'working_status' => "",'customer_account_id' => "",'subscription_id' => "",'limit' => "",'order' => "",'offset' => "");
try { $response = $rstack->request('Ticket/List','GET',$params); } catch(Exception $e) { $error =  $e->getMessage(); echo "Error: $error"; }
print_r($response);
Response 
<?xml version="1.0"?>
<recurringstack>
	<ticket ticket_id="9703d163-f3c5-453c-a276-499362d9464d" friendly_ticket_id="EQB9FB-1811804" creation_date="2023-11-25 18:34:39" creation_date_friendly="Less than a hour ago." customer_account_id="dc2357a2-25f0-4c64-babe-7f3c1eaacc6e" status="1">
		<subject>Need help setting up my account.</subject>
		<direction>EXTERNAL-CUSTOMER</direction>
		<department>SALES</department>
		<author>
			<original>Mike,Personal (Customer)</original>
			<last_reply creation_date="2023-11-25 18:36:28" creation_date_friendly="Less than a hour ago.">Don,Personal (Customer)</last_reply>
		</author>
		<working_status>NEW</working_status>
		<status>1</status>
		<messages>
			<message message_id="1fabd788-de7e-49d2-8f51-eee69168e5c0" creation_date="2023-11-25 18:36:28" creation_date_friendly="Less than a hour ago." modification_date="0000-00-00 00:00:00" creation_method="POST">
				<author icon_url="https://customericon">Mike,Personal (Customer)</author>
				<contents>
					<![CDATA[ This is the customer posting a reply on the ticket. ]]>
				</contents>
			</message>
			<message message_id="ce56899f-dd23-47ab-a11e-ed1a5caee879" creation_date="2023-11-25 18:34:39" creation_date_friendly="Less than a hour ago." modification_date="0000-00-00 00:00:00" creation_method="POST" original_message="Y">
				<author icon_url="https://customericon">Mike,Personal (Customer)</author>
				<contents>
					<![CDATA[ This is the message that would be posted to the ticket. ]]>
				</contents>
			</message>
		</messages>
	</ticket>
</recurringstack>

{
    "ticket": {
        "@attributes": {
            "ticket_id": "9703d163-f3c5-453c-a276-499362d9464d",
            "friendly_ticket_id": "EQB9FB-1811804",
            "creation_date": "2023-11-25 18:34:39",
            "creation_date_friendly": "Less than a hour ago.",
            "customer_account_id": "dc2357a2-25f0-4c64-babe-7f3c1eaacc6e",
            "status": "1"
        },
        "subject": "Need help setting up my account.",
        "direction": "EXTERNAL-CUSTOMER",
        "department": "SALES",
        "author": {
            "original": "Mike,Personal (Customer)",
            "last_reply": "Don,Personal (Customer)"
        },
        "working_status": "NEW",
        "status": "1",
        "messages": {
            "message": [
                {
                    "@attributes": {
                        "message_id": "1fabd788-de7e-49d2-8f51-eee69168e5c0",
                        "creation_date": "2023-11-25 18:36:28",
                        "creation_date_friendly": "Less than a hour ago.",
                        "modification_date": "0000-00-00 00:00:00",
                        "creation_method": "POST"
                    },
                    "author": "Mike,Personal (Customer)",
                    "contents": {}
                },
                {
                    "@attributes": {
                        "message_id": "ce56899f-dd23-47ab-a11e-ed1a5caee879",
                        "creation_date": "2023-11-25 18:34:39",
                        "creation_date_friendly": "Less than a hour ago.",
                        "modification_date": "0000-00-00 00:00:00",
                        "creation_method": "POST",
                        "original_message": "Y"
                    },
                    "author": "Mike,Personal (Customer)",
                    "contents": {}
                }
            ]
        }
    }
}

API Simulator

Initiate a live call to the Ticket/List service using the API simulator.

Ticket/Create

Create a new ticket or create a new message on an existing ticket.

Support tickets have a unique 'ticket_id' and 'friendly_ticket_id'. The 'friendly_ticket_id' is shorter and more customer friendly. Either ID can be used to retreive the ticket details (Ticket/List).

Only the 'ticket_id' can be used to update, delete, or create a new message on a ticket.
Ticket 'direction' is only supplied when posting the first message on a ticket (ie. creating a new ticket).

INTERNAL tickets are not viewable by customers.
EXTERNAL tickets are considered viewable by customers, must have a linked 'customer_account_id'..
EXTERNAL-CUSTOMER tickets are considered opened by an existing or potential customer. When 'customer_account_id' is provided the ticket is considered opened by the customer. When 'guest_email' is supplied the ticket is considered opened by a guest or potential customer.

Parameters
Parameter Type Required Description
type string required NEW (create a new ticket) or REPLY (create a message on an existing ticket)
ticket_id string optional Required for REPLY Provide a 'ticket_id' of an existing ticket to create a new REPLY.
message string required The contents of your message.
attachments string optional A comma seperated list of images or files you wish to attach to the message. Must be the full url path to an image.
subject string optional New Tickets Only The subect of the ticket. Only required when creating a NEW ticket.
direction string optional New Tickets Only Options are INTERNAL; EXTERNAL; or EXTERNAL-CUSTOMER.
department string optional New Tickets Only Specify the department for the new ticket. There are no optional values and any text value is acceptable (ex. SALES or TECH SUPPORT).
customer_account_id string optional Assosiate a new ticket with a customer account by providing a 'customer_account_id'. Also provide the 'customer_account_id' in addition to the 'customer_user_id' when posting a reply as a customer
customer_user_id string optional If the message is being posted by a customer account user provide that users 'user_id' as 'customer_user_id'. Required when 'customer_account_number' is provided.
subscription_id string optional New Tickets Only Associate the ticket with an existing subscription. 'customer_account_id' must also be supplied.
guest_email string optional If the message is being created by a guest (potential customer) provide their email address. Ticket 'type' must be 'EXTERNAL-CUSTOMER'.
POST https://api.recurringstack.com/{format}/Ticket/Create 
//key,user_key,brand_id,response_format (xml or json),return (clean = return object, leave blank to return raw)
$rstack = new recurringstack('','','','xml','clean'); 

$params = array('type' => "",'ticket_id' => "",'message' => "",'attachments' => "",'subject' => "",'direction' => "",'department' => "",'customer_account_id' => "",'customer_user_id' => "",'subscription_id' => "",'guest_email' => "");
try { $response = $rstack->request('Ticket/Create','POST',$params); } catch(Exception $e) { $error =  $e->getMessage(); echo "Error: $error"; }
print_r($response);
Response 
<?xml version="1.0"?>
<recurringstack transaction_id="482538">
  <ticket ticket_id="809daa31-6430-4241-a9d1-443bd19e39b5" friendly_ticket_id="Z9VN8I-2011244" message_id="371454b8-53dc-4f12-bde1-3b2b366d18a8"/>
</recurringstack>

{
    "@attributes": {
        "transaction_id": "482538"
    },
    "ticket": {
        "@attributes": {
            "ticket_id": "809daa31-6430-4241-a9d1-443bd19e39b5",
            "friendly_ticket_id": "Z9VN8I-2011244",
            "message_id": "371454b8-53dc-4f12-bde1-3b2b366d18a8"
        }
    }
}

API Simulator

Initiate a live call to the Ticket/Create service using the API simulator.

Ticket/Update

Update an existing ticket, including the ticket status.

Unlike all other update services, the 'Ticket/Update' service will only update paramatets you pass to it, this allows you to leave certain parameters empty and only update the ones supplied. For example, if you provide the 'subject' paramenter the subject will be updated, otherwise it will remain the same.

Parameters
Parameter Type Required Description
ticket_id string required The 'ticket_id' you wish to update.
subject string optional The subject of the ticket.
working_status string optional The current working status of the ticket. Valid options are OPEN; ANSWERED; WORKING; ON HOLD; or CLOSED.
department string optional Specify the department for the new ticket. There are no optional values and any text value is acceptable (ex. SALES or TECH SUPPORT).
customer_account_id string optional Update the associated customer account by providing a 'customer_account_id'.
subscription_id string optional Update the associated subscription. 'customer_account_id' must also be supplied.
PATCH https://api.recurringstack.com/{format}/Ticket/Update 
//key,user_key,brand_id,response_format (xml or json),return (clean = return object, leave blank to return raw)
$rstack = new recurringstack('','','','xml','clean'); 

$params = array('ticket_id' => "",'subject' => "",'working_status' => "",'department' => "",'customer_account_id' => "",'subscription_id' => "");
try { $response = $rstack->request('Ticket/Update','PATCH',$params); } catch(Exception $e) { $error =  $e->getMessage(); echo "Error: $error"; }
print_r($response);
Response 
<?xml version="1.0"?>
<recurringstack transaction_id="482636">
	<ticket ticket_id="9703d163-f3c5-453c-a276-499362d9464d" friendly_ticket_id="EQB9FB-1811804"/>
</recurringstack>

{
    "@attributes": {
        "transaction_id": "482636"
    },
    "ticket": {
        "@attributes": {
            "ticket_id": "9703d163-f3c5-453c-a276-499362d9464d",
            "friendly_ticket_id": "EQB9FB-1811804"
        }
    }
}

API Simulator

Initiate a live call to the Ticket/Update service using the API simulator.

Ticket/Merge

Merge one ticket with another ticket. Messages from both tickets will be maintained while the subject of the original ticket (ticket_id) will be maintained.

Once two tickets are merged the action cannot be reversed. Characterstics from the original ticket ('ticket_id') will persist, including subject, direction, and department.
If either ticket has a 'customer_account_id' or 'subscription_id' they must match for the merge to be successful.

Parameters
Parameter Type Required Description
ticket_id string required The original 'ticket_id' you wish to merge with the 'merge_ticket_id'.
merge_ticket_id string required The 'ticket_id' of the ticket to merge with. This ticket will no longer exist after the merge.
PATCH https://api.recurringstack.com/{format}/Ticket/Merge 
//key,user_key,brand_id,response_format (xml or json),return (clean = return object, leave blank to return raw)
$rstack = new recurringstack('','','','xml','clean'); 

$params = array('ticket_id' => "",'merge_ticket_id' => "");
try { $response = $rstack->request('Ticket/Merge','PATCH',$params); } catch(Exception $e) { $error =  $e->getMessage(); echo "Error: $error"; }
print_r($response);
Response 
<?xml version="1.0"?>
<recurringstack transaction_id="482645">
	<ticket ticket_id="9703d163-f3c5-453c-a276-499362d9464d" friendly_ticket_id="EQB9FB-1811804"/>
</recurringstack>

{
    "@attributes": {
        "transaction_id": "482645"
    },
    "ticket": {
        "@attributes": {
            "ticket_id": "9703d163-f3c5-453c-a276-499362d9464d",
            "friendly_ticket_id": "EQB9FB-1811804"
        }
    }
}

API Simulator

Initiate a live call to the Ticket/Merge service using the API simulator.

Ticket/Delete

Delete a support ticket.

Parameters
Parameter Type Required Description
ticket_id string required The 'ticket_id' of the ticket you wish to delete.
DELETE https://api.recurringstack.com/{format}/Ticket/Delete 
//key,user_key,brand_id,response_format (xml or json),return (clean = return object, leave blank to return raw)
$rstack = new recurringstack('','','','xml','clean'); 

$params = array('ticket_id' => "");
try { $response = $rstack->request('Ticket/Delete','DELETE',$params); } catch(Exception $e) { $error =  $e->getMessage(); echo "Error: $error"; }
print_r($response);
Response 
<?xml version="1.0"?>
<recurringstack transaction_id="482637">
	<ticket ticket_id="9703d163-f3c5-453c-a276-499362d9464d" friendly_ticket_id="EQB9FB-1811804" status="3"/>
</recurringstack>

{
    "@attributes": {
        "transaction_id": "482637"
    },
    "ticket": {
        "@attributes": {
            "ticket_id": "9703d163-f3c5-453c-a276-499362d9464d",
            "friendly_ticket_id": "EQB9FB-1811804",
            "status": "3"
        }
    }
}

API Simulator

Initiate a live call to the Ticket/Delete service using the API simulator.
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