Create a support ticket

Opens a support ticket and returns it, either from an earlier review (review_id) or directly from a subject and description. Answers 409 when the review has expired or when a flagged draft is sent without acknowledged: true, and 404 for a cluster outside the organisation.

POST /api/v1/org/support/tickets

Create a support ticket

Python

import requests

url = "https://platform.ankra.app/api/v1/org/support/tickets"

payload = {}
headers = {
    "Authorization": "Bearer <token>",
    "Content-Type": "application/json"
}

response = requests.post(url, json=payload, headers=headers)

print(response.text)

200

{
  "ai_review_status": "pending",
  "category": "technical",
  "created_at": "2023-11-07T05:31:56Z",
  "description": "<string>",
  "id": "3c90c3cc-0d44-4b50-8888-8dd25736052a",
  "organisation_id": "3c90c3cc-0d44-4b50-8888-8dd25736052a",
  "source": "portal",
  "status": "pending_review",
  "subject": "<string>",
  "ticket_number": 123,
  "updated_at": "2023-11-07T05:31:56Z",
  "ai_summary": "<string>",
  "attachments": [
    {
      "content_type": "<string>",
      "created_at": "2023-11-07T05:31:56Z",
      "filename": "<string>",
      "id": "3c90c3cc-0d44-4b50-8888-8dd25736052a",
      "size_bytes": 123
    }
  ],
  "cluster_id": "3c90c3cc-0d44-4b50-8888-8dd25736052a",
  "cluster_name": "<string>",
  "comments": [
    {
      "author_label": "<string>",
      "author_type": "customer",
      "body": "<string>",
      "created_at": "2023-11-07T05:31:56Z",
      "id": "3c90c3cc-0d44-4b50-8888-8dd25736052a",
      "author_name": "<string>"
    }
  ],
  "is_tracked_by_team": false,
  "last_comment_at": "2023-11-07T05:31:56Z",
  "last_comment_by": "customer",
  "reported_by": "<string>",
  "severity": "low"
}

Authorizations

Authorization · string · header · required

Bearer authentication header of the form Bearer <token>, where <token> is your auth token.

Headers

authorization · string | null

x-ankra-organisation-id · string | null

Body

application/json

acknowledged · boolean · default: false

category · enum<string> · default: technical

Available options: technical, account, billing, bug, feature_request, other

clarification_answers · ClarificationAnswer · object[] | null

Show child attributes

cluster_id · string<uuid> | null

description · string | null

Maximum string length: 10000

environment · Environment · object | null

Show child attributes

link_candidate_id · string | null

review_id · string<uuid> | null

severity · enum<string> | null

Available options: low, medium, high, critical

source · enum<string> · default: portal

Available options: portal, api, cli, agent

subject · string | null

Maximum string length: 200

Response

200

application/json

Successful Response

ai_review_status · enum<string> · required

Available options: pending, passed, flagged

category · enum<string> · required

Available options: technical, account, billing, bug, feature_request, other

created_at · string<date-time> · required

description · string · required

id · string<uuid> · required

organisation_id · string<uuid> · required

source · enum<string> · required

Available options: portal, api, cli, agent

status · enum<string> · required

Available options: pending_review, open, triaging, in_progress, waiting_customer, resolved, closed

subject · string · required

ticket_number · integer · required

updated_at · string<date-time> · required

ai_summary · string | null

attachments · TicketAttachment · object[]

Show child attributes

cluster_id · string<uuid> | null

cluster_name · string | null

comments · TicketComment · object[]

Show child attributes

is_tracked_by_team · boolean · default: false

last_comment_at · string<date-time> | null

When the latest customer-visible reply on the ticket was written, by the customer or by Ankra support. Null when nobody has replied yet. A reply also moves updated_at; this field names the reply itself, since updated_at moves on status changes too.

last_comment_by · enum<string> | null

Which side wrote the latest customer-visible reply: customer (your organisation) or team (Ankra support). Null when nobody has replied yet.

Available options: customer, team

reported_by · string | null

severity · enum<string> | null

Available options: low, medium, high, critical