Support Tickets API

Manage customer support tickets in your store. This API allows you to list, view, create, and manage support tickets and their messages.

List Tickets

GET /api/external/v1/support-tickets

Query Parameters

Parameter	Type	Description
page	integer	Page number (default: 1)
per_page	integer	Items per page (default: 15, max: 100)
status	string	Filter: open, in_progress, waiting_customer, resolved, closed
priority	string	Filter: low, normal, high, urgent
category	string	Filter: order_issue, technical, billing, general
assigned_to	integer	Filter by assigned staff user ID
unassigned	boolean	Filter for unassigned tickets only
search	string	Search in ticket number, subject, or customer name/email
from_date	string	Start date (YYYY-MM-DD)
to_date	string	End date (YYYY-MM-DD)
sort_by	string	Sort field: created_at, updated_at, priority, status, last_reply_at
sort_order	string	Sort order: asc, desc

Example Request

curl -X GET "https://yourstore.pixlpay.net/api/external/v1/support-tickets?status=open&priority=high" \
  -H "Authorization: Bearer YOUR_TOKEN" \
  -H "Accept: application/json"

Response

{
  "success": true,
  "data": [
    {
      "id": 1,
      "ticket_number": "TICKET-ABC123456",
      "subject": "Order not delivered",
      "status": "open",
      "priority": "high",
      "category": "order_issue",
      "customer": {
        "id": 1,
        "name": "Player123",
        "email": "player@example.com"
      },
      "assigned_to": null,
      "messages_count": 3,
      "last_reply_at": "2025-01-20T15:30:00Z",
      "created_at": "2025-01-20T10:00:00Z",
      "updated_at": "2025-01-20T15:30:00Z"
    }
  ],
  "meta": {
    "current_page": 1,
    "last_page": 5,
    "per_page": 15,
    "total": 72
  }
}

Get Single Ticket

GET /api/external/v1/support-tickets/{id}

Example Request

curl -X GET "https://yourstore.pixlpay.net/api/external/v1/support-tickets/1" \
  -H "Authorization: Bearer YOUR_TOKEN" \
  -H "Accept: application/json"

Response

{
  "success": true,
  "data": {
    "id": 1,
    "ticket_number": "TICKET-ABC123456",
    "subject": "Order not delivered",
    "status": "open",
    "priority": "high",
    "category": "order_issue",
    "customer": {
      "id": 1,
      "name": "Player123",
      "email": "player@example.com"
    },
    "assigned_to": {
      "id": 5,
      "name": "Support Staff"
    },
    "order_id": 42,
    "messages": [
      {
        "id": 1,
        "message": "I purchased a VIP rank but haven't received it yet.",
        "is_internal": false,
        "user": {
          "id": 1,
          "name": "Player123"
        },
        "attachments": [],
        "created_at": "2025-01-20T10:00:00Z"
      },
      {
        "id": 2,
        "message": "Let me check your order status.",
        "is_internal": false,
        "user": {
          "id": 5,
          "name": "Support Staff"
        },
        "attachments": [],
        "created_at": "2025-01-20T10:15:00Z"
      }
    ],
    "last_reply_at": "2025-01-20T15:30:00Z",
    "resolved_at": null,
    "closed_at": null,
    "created_at": "2025-01-20T10:00:00Z",
    "updated_at": "2025-01-20T15:30:00Z"
  }
}

Get Ticket Statistics

GET /api/external/v1/support-tickets/stats

Example Request

curl -X GET "https://yourstore.pixlpay.net/api/external/v1/support-tickets/stats" \
  -H "Authorization: Bearer YOUR_TOKEN" \
  -H "Accept: application/json"

Response

{
  "success": true,
  "data": {
    "open": 12,
    "in_progress": 8,
    "waiting_customer": 5,
    "resolved": 45,
    "closed": 230,
    "total": 300
  }
}

Update Ticket Status

Change the status of a support ticket.

PUT /api/external/v1/support-tickets/{id}/status

Request Body

Parameter	Type	Required	Description
status	string	Yes	New status: open, in_progress, waiting_customer, resolved, closed

Example Request

curl -X PUT "https://yourstore.pixlpay.net/api/external/v1/support-tickets/1/status" \
  -H "Authorization: Bearer YOUR_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{"status": "in_progress"}'

Response

{
  "success": true,
  "data": {
    "id": 1,
    "ticket_number": "TICKET-ABC123456",
    "status": "in_progress",
    "updated_at": "2025-01-20T16:00:00Z"
  },
  "message": "Ticket status updated successfully"
}

Add Reply to Ticket

Add a message to an existing support ticket.

POST /api/external/v1/support-tickets/{id}/messages

Request Body

Parameter	Type	Required	Description
message	string	Yes	Reply message content (min: 5 characters)
is_internal	boolean	No	Whether this is an internal note (not visible to customer). Default: false

Example Request

curl -X POST "https://yourstore.pixlpay.net/api/external/v1/support-tickets/1/messages" \
  -H "Authorization: Bearer YOUR_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{
    "message": "Your order has been manually delivered. Please check your in-game inventory.",
    "is_internal": false
  }'

Response

{
  "success": true,
  "data": {
    "message": {
      "id": 3,
      "message": "Your order has been manually delivered. Please check your in-game inventory.",
      "is_internal": false,
      "user": {
        "id": 5,
        "name": "Support Staff"
      },
      "attachments": [],
      "created_at": "2025-01-20T16:30:00Z"
    },
    "ticket": {
      "id": 1,
      "status": "waiting_customer",
      "last_reply_at": "2025-01-20T16:30:00Z"
    }
  },
  "message": "Reply added successfully"
}

Close Ticket

Close a support ticket.

POST /api/external/v1/support-tickets/{id}/close

Example Request

curl -X POST "https://yourstore.pixlpay.net/api/external/v1/support-tickets/1/close" \
  -H "Authorization: Bearer YOUR_TOKEN" \
  -H "Accept: application/json"

Response

{
  "success": true,
  "data": {
    "id": 1,
    "ticket_number": "TICKET-ABC123456",
    "status": "closed",
    "closed_at": "2025-01-20T17:00:00Z"
  },
  "message": "Ticket closed successfully"
}

Assign Ticket

Assign a ticket to a staff member.

POST /api/external/v1/support-tickets/{id}/assign

Request Body

Parameter	Type	Required	Description
staff_user_id	integer	Yes	ID of the staff member to assign

Example Request

curl -X POST "https://yourstore.pixlpay.net/api/external/v1/support-tickets/1/assign" \
  -H "Authorization: Bearer YOUR_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{"staff_user_id": 5}'

Response

{
  "success": true,
  "data": {
    "id": 1,
    "ticket_number": "TICKET-ABC123456",
    "status": "in_progress",
    "assigned_to": {
      "id": 5,
      "name": "Support Staff"
    }
  },
  "message": "Ticket assigned successfully"
}

Support Ticket Object

Field	Type	Description
id	integer	Unique identifier
ticket_number	string	Human-readable ticket number (e.g., TICKET-ABC123456)
subject	string	Ticket subject line
status	string	Current status (see Status Values)
priority	string	Priority level (see Priority Values)
category	string	Ticket category (see Category Values)
customer	object	Customer who created the ticket
assigned_to	object	Staff member assigned to ticket (nullable)
order_id	integer	Associated order ID (nullable)
messages	array	Array of ticket messages
messages_count	integer	Total message count
last_reply_at	string	ISO 8601 timestamp of last reply
resolved_at	string	ISO 8601 timestamp when resolved (nullable)
closed_at	string	ISO 8601 timestamp when closed (nullable)
created_at	string	ISO 8601 timestamp
updated_at	string	ISO 8601 timestamp

Ticket Message Object

Field	Type	Description
id	integer	Message ID
message	string	Message content
is_internal	boolean	Whether message is an internal note
user	object	User who sent the message
attachments	array	File attachments
created_at	string	ISO 8601 timestamp

Status Values

Status	Description
open	New ticket, awaiting staff response
in_progress	Staff is actively working on the ticket
waiting_customer	Awaiting customer response
resolved	Issue has been resolved
closed	Ticket is closed

Priority Values

Priority	Description
low	Low priority issue
normal	Standard priority (default)
high	High priority, needs attention soon
urgent	Critical issue, immediate attention required

Category Values

Category	Label	Description
order_issue	Order Issue	Problems with orders or deliveries
technical	Technical Problem	Technical issues or bugs
billing	Billing	Payment or billing questions
general	General Inquiry	General questions or feedback

Required Scopes

Endpoint	Scope Required
GET /support-tickets	support:read
GET /support-tickets/{id}	support:read
GET /support-tickets/stats	support:read
PUT /support-tickets/{id}/status	support:write
POST /support-tickets/{id}/messages	support:write
POST /support-tickets/{id}/close	support:write
POST /support-tickets/{id}/assign	support:write

Errors

Status	Error	Description
400	Bad Request	Ticket is already closed, or invalid operation
401	Unauthorized	Invalid or missing token
403	Forbidden	Token lacks required scope
404	Not Found	Ticket doesn't exist
422	Unprocessable Entity	Validation failed (e.g., invalid status, message too short)
500	Server Error	Internal server error

Webhook Events

Support ticket events can trigger webhooks. Subscribe to these events:

Event	Description
support_ticket.created	New ticket created
support_ticket.updated	Ticket status or assignment changed
support_ticket.message_added	New message added to ticket
support_ticket.closed	Ticket was closed

See Webhook Events for payload formats.