Manage Tickets
You can manage your tickets either through the web console or via the API.
Method
Section titled “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
Section titled “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
Section titled “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
Section titled “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
Section titled “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
Section titled “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
Section titled “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
Section titled “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
Section titled “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
Section titled “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
Section titled “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
Section titled “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
Section titled “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
Section titled “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
Section titled “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
Section titled “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
Section titled “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
Section titled “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
Section titled “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