Support Tickets

Create, filter, assign and move support tickets through their lifecycle, with server-managed response and resolution stamps.

Overview

A ticket is one unit of support work. It can stand alone, or hang off a conversation and a contact so an agent sees the thread that produced it.

The lifecycle timestamps — first_responded_at, resolved_at, closed_at, reopened_count — are server-managed. You never send them; you change status and the API stamps the rest. That is what makes the SLA endpoints and CSAT reporting trustworthy.

Authentication

Authorization: Bearer cm_your_api_key

Operation	Scope
List, get	`support_tickets:read`
Create, update, assign, status, delete	`support_tickets:write`

Enumerations

Field	Values
`status`	`open`, `pending`, `waiting_on_customer`, `resolved`, `closed`
`priority`	`low`, `normal`, `high`, `urgent`

resolved and closed are the terminal statuses; the other three are active.

The ticket object

{
  "id": "e5d4…",
  "tenant_id": "a0b1…",
  "conversation_id": "c0ff…",
  "contact_id": "4411…",
  "subject": "Refund not received",
  "description": "Customer says the refund has not landed after 7 days.",
  "status": "open",
  "priority": "high",
  "assignee_user_id": null,
  "tags": ["billing", "refund"],
  "first_responded_at": null,
  "resolved_at": null,
  "closed_at": null,
  "reopened_count": 0,
  "created_at": "2026-08-17T06:10:00Z",
  "updated_at": "2026-08-17T06:10:00Z"
}

Field	Type	Notes
`assignee_user_id`	`UUID \| null`	`null` means the ticket is in the unassigned queue
`tags`	`string[] \| null`	Trimmed, blanks dropped, de-duplicated, order preserved
`first_responded_at`	`datetime \| null`	Stamped once, the first time the ticket leaves `open`. Never re-stamped
`resolved_at`	`datetime \| null`	Stamped on the move to `resolved`
`closed_at`	`datetime \| null`	Stamped on the move to `closed`
`reopened_count`	`integer`	Incremented each time a terminal ticket returns to an active status

GET `/api/v1/support/tickets`

Newest first.

Parameter	Type	Required	Constraints
`status`	`string`	No	One of the five statuses
`priority`	`string`	No	One of the four priorities
`assignee_user_id`	`UUID`	No	One agent's queue
`contact_id`	`UUID`	No
`conversation_id`	`UUID`	No
`unassigned`	`boolean`	No	`true` = no assignee, `false` = has one. Cannot be combined with `assignee_user_id`
`q`	`string`	No	At most 255 characters. Case-insensitive substring on `subject`
`limit`	`integer`	No	`1 <= limit <= 200`, default `50`
`offset`	`integer`	No	`0 <= offset <= 100000`, default `0`

curl "https://api.callmissed.com/api/v1/support/tickets?status=open&unassigned=true&limit=50" \
  -H "Authorization: Bearer cm_your_api_key"

Sending both unassigned=true and assignee_user_id returns 422 unassigned=true cannot be combined with assignee_user_id — the two contradict each other, so the API refuses rather than silently picking one.

POST `/api/v1/support/tickets`

Field	Type	Required	Constraints
`subject`	`string`	Yes	1–255 characters, not blank
`description`	`string`	No	At most 20,000 characters
`conversation_id`	`UUID`	No	Must exist in your tenant
`contact_id`	`UUID`	No	Must exist in your tenant
`assignee_user_id`	`UUID`	No	Must be a user in your tenant
`status`	`string`	No	Default `open`
`priority`	`string`	No	Default `normal`
`tags`	`string[]`	No	At most 20 tags, each at most 64 characters

curl -X POST https://api.callmissed.com/api/v1/support/tickets \
  -H "Authorization: Bearer cm_your_api_key" \
  -H "Content-Type: application/json" \
  -d '{
    "subject": "Refund not received",
    "description": "Customer says the refund has not landed after 7 days.",
    "conversation_id": "c0ffee00-1111-2222-3333-444455556666",
    "priority": "high",
    "tags": ["billing", "refund"]
  }'

Returns 201. Creating a ticket directly as resolved or closed stamps the matching timestamp immediately.

404 Conversation not found / Contact not found / Assignee not found when a linked id is not in your tenant.

Field	Type	Required	Notes
`assignee_user_id`	`UUID \| null`	No	`null` unassigns and returns the ticket to the queue

POST `/api/v1/support/tickets/{ticket_id}/status`

Field	Type	Required	Constraints
`status`	`string`	Yes	One of the five statuses

Idempotent. Sending the status the ticket already has returns it untouched — no re-stamp, no reopened_count increment. Safe to retry.

Transition rules

Move	Effect
Same status	No-op
→ `resolved`	Stamps `resolved_at` if unset, clears `closed_at`
→ `closed`	Stamps `closed_at`, leaves `resolved_at` alone
Terminal → active	Clears both stamps, `reopened_count += 1`
Leaving `open` for the first time	Stamps `first_responded_at` once

DELETE `/api/v1/support/tickets/{ticket_id}`

Returns 204. 404 Ticket not found.

Errors

Status	When
`403`	Key is missing `support_tickets:read` / `support_tickets:write`
`404`	Ticket, conversation, contact or assignee is not in your tenant
`422`	Unknown status/priority, blank subject, or `unassigned` combined with `assignee_user_id`

Nothing on this page consumes credits.