Tickets & customer replies
Let customers open tickets and follow the conversation in your own product.
Open a ticket
Grant tickets:write to create tickets. POST /tickets accepts customer_id, title, optional description, priority and department_id. Tickets follow the workspace’s normal billing limits, activity records, routing and notifications.
The title is limited to 180 characters and the description to 10,000. Priority is low, normal, high or urgent. A supplied department must belong to the same workspace. New API tickets start open with source api.
curl -X POST "https://trucom.app/api/v1/rest/tickets" \
-H "Authorization: Bearer $TRUCOM_API_KEY" \
-H "Content-Type: application/json" \
-H "Idempotency-Key: support-order-1042" \
-d '{"customer_id":"CUSTOMER_ID","title":"Please check my delivery","description":"The order has not arrived.","priority":"normal"}'Read one customer’s tickets
Use GET /customers/{customer}/tickets or filter GET /tickets by customer_id. tickets:read also grants GET /tickets/{ticket} and GET /tickets/{ticket}/replies. Lists use cursor pagination.
Ticket details contain a reference, customer ID, title, description, status, priority, source, department and timestamps. Reply history contains only public replies, with the sender, body, attachment count and sent time. Internal notes and service snapshots are excluded.
Continue the conversation
POST /tickets/{ticket}/replies accepts customer_id and body. The customer must own the ticket, and the ticket must be able to receive replies. Closed tickets reject new replies with 422. A reply body is limited to 10,000 characters.
Provide an Idempotency-Key for creation and replies. The same operation key replays the original successful response, so a network retry does not create a duplicate ticket or send a duplicate reply. File uploads are not accepted by these JSON endpoints.