Helpdesk Ticket Create/Update API

PUT /v2/accounts/{account_id}/tickets

Description: 

This API creates/overwrites a ticket for a given account.

API Limit:

300 requests per minute. Client receives 429 once over the limit.

Method Details: 

HTTP method: PUT

Response format: JSON

Headers: 

useriq-api-key: Your valid API key generated from the site settings page

Content-Type: application/json

Parameters:

Path Parameter:  

• {account_id}: required, the account ID for the account you want to create a ticket for. Sending a ticket for an account ID that does not exist will be ignored and response with status code 400 is returned.

Body:  

application/json.

Required fields: 

• ticket_id: (String), the ID of the ticket, should be the unique identifier of the ticket. If the ticket_id already exists in UserIQ for the given account_id, the existing ticket is overwritten and you will receive status code 200, otherwise, you will get 201.

• subject: (String), the subject of the ticket.

• status: (String), the status of the ticket.

• created_at: (String) the time the ticket is created, cannot be null. UTC time, format yyyy-MM-dd hh:mm:ss.SSS is strictly enforced.

• solved_at: (String) the time the ticket is resolved, can be null. UTC time, format yyyy-MM-dd hh:mm:ss.SSS is strictly enforced. Note that created_at and sovled_at determines the time span the ticket is active, which contributes to the account health score calculation.

optional fields: 

• ticket_type: (String), the type of the ticket.

• priority: (String), the priority of the ticket.

• recipient: (String) the recipient.

• solved_time_minutes: (Integer) the elapsed time before the ticket is solved in minutes.

• from_email: (String) the email of the ticket creator.

• from_name: (String) the name of the ticket creator.

• ticket_url: (String), the link to the ticket.

Response: 

Status code 201: the ticket does not exist and is created

Status code 200: the ticket exists already and is overridden

Other Status codes:

400: Bad request

401: Unauthorized

429: Too many requests

Example PUT Request:

1. Example request for creating a new ticket:
PUT https://api.useriq.com/v2/accounts/1234/tickets
Boby:
{
   "status": "open",
   "ticket_id": "aa74f80a-a382-4357-86cf-472d3e32e6e4",
   "subject": "work flows",
   "created_at": "2021-02-11 19:29:27.123",
   "solved_at": null,
   "ticket_type": "problem",
   "priority": "normal",
   "from_email": "[email protected]",
   "from_name": "Frost Anderson",
}

Example Response
201
{
     "success": true,
     "message": "ticket created" 
}

2. Example request that overrides a previously created ticket.
PUT https://api.useriq.com/v2/accounts/1234/tickets
Boby:
{
   "status": "solved",
   "ticket_id": "aa74f80a-a382-4357-86cf-472d3e32e6e4",
   "subject": "work flows",
   "created_at": "2021-02-11 19:29:27.123",
   "solved_at": "2021-03-10 12:19:27.123",
   "ticket_type": "problem",
   "priority": "normal",
   "from_email": "[email protected]",
   "from_name": "Frost Anderson"
}

Example Response
200
{
     "success": true,
     "message": "ticket already exists and is overridden." 
}