kind: general only when there is no originating transaction. The API stores a read-only receipt snapshot for transaction tickets.
Open a ticket
The transactionkind must be one of payout, payin, payin_refund, transfer, crypto_withdrawal, crypto_deposit, swap, card_purchase, banking_operation, wallet_send or wallet_deposit. Send its resource_id; general tickets must use category general and omit it.
201. idempotency_key may contain at most 128 characters; a longer value returns 400 invalid_payload. The idempotency key is account-scoped: deduplication uses (organization, account, idempotency_key), so the same key may be used independently by different accounts. Replaying the same key returns the original ticket with idempotency_hit: true; it never creates another ticket. A second open ticket for the same transaction returns 409 ticket_already_open and includes the existing ticket.
Read and continue the thread
UseGET /v1/support/tickets?from=2026-10-01&to=2026-10-31&page=1&page_size=50 to list tickets. Filters also include status, category, priority and kind; page_size is capped at 200. The detail contains snapshot, public messages and attachment metadata. Internal notes are never returned to the account.
pending_customer, on_hold or resolved tickets as open. closed is terminal; open a new ticket instead.
Attachments
Upload onePDF, PNG or JPG as multipart field file, up to 10 MiB. The server checks the file signature, not only the declared MIME type. Downloads are authenticated binary responses; do not expose download_url publicly.
Close and rate
POST /v1/support/tickets/{id}/close is convergent: closing an already closed ticket returns its current detail. After resolution, rate once with rating from 1 to 5 and an optional comment of at most 1,000 characters. A second rating returns 409 already_rated.
Status, SLA and errors
Default first-response SLA is low 4h, normal 2h, high 1h and urgent 30m. Resolution SLA is 48h, 24h, 8h and 4h respectively. The organization may configure these values;
sla_breached is computed server-side.
See the error catalog and webhook events.
FAQ
Can a ticket be opened without a transaction?
Can a ticket be opened without a transaction?
Yes. Use
kind: general, omit resource_id and set category: general.Can the account see internal notes?
Can the account see internal notes?
No. Internal notes are restricted to organization administrators and are excluded from account responses and events.
Do support events contain message bodies?
Do support events contain message bodies?
No. Events contain identifiers and state only. Fetch the thread with authentication.