Manage Tickets
You can manage your tickets either through the web console or via the API.
Method
You can manage your tickets by navigating to Support > Tickets from the left-hand navigation menu in your Ingenuity Cloud Services dashboard.
The Open Tickets tab displays all active tickets, while the Closed Tickets tab lists tickets that have been resolved or closed.
Each ticket entry includes the following details:
- Ticket Number
- Subject
- Department
- Service (associated with the ticket)
- Created (date and time)
- Status
- Priority
- Actions - click the three-dot menu in this column to access available actions for each ticket.
Actions for Closed Tickets
- View Ticket: Open the ticket to view or add updates. You can also click the Ticket Number hyperlink to access the ticket directly.
- Copy Link: Copy the ticket URL to your clipboard.
Additional Actions for Open Tickets
In addition to the actions above, open tickets also allow you to:
- Change Priority: Update the ticket priority level.
- Close Ticket: Manually close the ticket.
Viewing and Updating a Ticket
When viewing a ticket, you can:
- Add a new comment
- Upload files as attachments
- Change the priority or close the ticket (if it’s still open)
If you post a new comment to a closed ticket, it will automatically be reopened.
Get Tickets
Get a list of active support tickets.
curl --request GET \ --url https://api.ingenuitycloudservices.com/rest-api/tickets \ --header 'Accept: application/json' \ --header 'X-Api-Token: API_KEY'Header Parameters
X-Api-Token (required): The API key that you have created at User Management > API Key Manager in your Ingenuity Cloud Services dashboard.
Get Ticket Departments
Get a list of ticket queues by department.
curl --request GET \ --url https://api.ingenuitycloudservices.com/rest-api/tickets/queues \ --header 'Accept: application/json' \ --header 'X-Api-Token: API_KEY'Header Parameters
X-Api-Token (required): The API key that you have created at User Management > API Key Manager in your Ingenuity Cloud Services dashboard.
Get Ticket Details
Get the details of a specified support ticket.
curl --request GET \ --url https://api.ingenuitycloudservices.com/rest-api/tickets/<ticket_id> \ --header 'Accept: application/json' \ --header 'X-Api-Token: API_KEY'Header Parameters
X-Api-Token (required): The API key that you have created at User Management > API Key Manager in your Ingenuity Cloud Services dashboard.
Path Parameters
ticket_id (required, integer): ID of the ticket. You can view the IDs of all your tickets using the Get Tickets API endpoint.
Update Ticket
Update status of existing support ticket.
curl --request PUT \ --url https://api.ingenuitycloudservices.com/rest-api/tickets/<ticket_id> \ --header 'Accept: application/json' \ --header 'Content-Type: application/json' \ --header 'X-Api-Token: API_KEY' \ --data '{"status":"string","priority":0}'Header Parameters
X-Api-Token (required): The API key that you have created at User Management > API Key Manager in your Ingenuity Cloud Services dashboard.
Path Parameters
ticket_id (required, integer): ID of the ticket. You can view the IDs of all your tickets using the Get Tickets API endpoint.
Request Body Parameters
status (optional, string): Set to ‘close’ to close this ticket - only ‘close’ accepted
priority (optional, integer): Priority of a Ticket (Default: 0 = Low, 1= Normal, 2 = High, 3 = Urgent)
Add Reply to Ticket
Add reply to a specific support ticket.
curl --request POST \ --url https://api.ingenuitycloudservices.com/rest-api/tickets/<ticket_id>/comments \ --header 'Accept: application/json' \ --header 'Content-Type: application/json' \ --header 'X-Api-Token: API_KEY' \ --data '{"body":"string","attachments":[{"mime":"image/png","name":"screenshot.png","file":"iVBORw0KGgoAAAANSUhEUgAAAIIAAABzCAYAAABUzdpBAAAIj0lEQVR4Xu2deVRVVRTGP0IN0QRRc8JQ0yy1XI7ZynRlTmmmYCUSKFm4HFFzKUY4g6VMag6..."}]}'Header Parameters
X-Api-Token (required): The API key that you have created at User Management > API Key Manager in your Ingenuity Cloud Services dashboard.
Path Parameters
ticket_id (required, integer): ID of the ticket. You can view the IDs of all your tickets using the Get Tickets API endpoint.
Request Body Parameters
body (required, string): The reply to add to the ticket
attachments (optional, Array of objects): You can upload up to 2 base64-encoded files