Tickets
Create ticket
Creates a new support ticket (conversation) and returns the full ticket object including its server-assigned id, inbox, status, priority, and any seeded message. Provide a subject and description, then identify the customer either by an existing contact_id (from GET /api/ext/omni_v2/contact) or by contact_phone to look up/create the contact. Optional agent_id, call_id, and ticket_type let you attribute the ticket to a specific agent, link it to a call, and categorize it.
curl --request POST \
--url 'https://api.nabrah.ai/api/ext/omni_v2/ticket' \
--header 'X-API-Key: <your-api-key>' \
--header 'Content-Type: application/json' \
--data '{
"subject": "Refund request for order #10482",
"description": "Customer says the item arrived damaged and would like a full refund.",
"agent_id": "agent_support_01",
"call_id": "call_8f21 ",
"ticket_type": "billing",
"contact_id": 4821
}'{
"account_id": 0,
"additional_attributes": {},
"agent_last_seen_at": 0,
"assignee_last_seen_at": 0,
"can_reply": false,
"contact_last_seen_at": 0,
"created_at": 0,
"custom_attributes": {},
"first_reply_created_at": 0,
"id": 0,
"inbox_id": 0,
"labels": [
"string"
],
"last_activity_at": 0,
"last_non_activity_message": {
"account_id": 0,
"additional_attributes": {},
"content": "string",
"content_attributes": {},
"content_type": "string",
"conversation": {
"assignee_id": 0,
"contact_inbox": {
"source_id": null
},
"last_activity_at": 0,
"unread_count": 0
},
"conversation_id": 0,
"created_at": 0,
"external_source_ids": {},
"id": 0,
"inbox_id": 0,
"message_type": 0,
"private": false,
"processed_message_content": "string",
"sender": {
"availability_status": "string",
"available_name": "string",
"avatar_url": "string",
"id": 0,
"name": "string",
"thumbnail": "string",
"type": "string",
"additional_attributes": {},
"blocked": false,
"created_at": 0,
"custom_attributes": {},
"email": "string",
"identifier": "string",
"last_activity_at": 0,
"phone_number": "string"
},
"sender_id": 0,
"sender_type": "string",
"sentiment": {},
"source_id": "string",
"status": "string",
"updated_at": "string"
},
"messages": [
{
"account_id": 0,
"additional_attributes": {},
"content": "string",
"content_attributes": {},
"content_type": "string",
"conversation": {
"assignee_id": 0,
"contact_inbox": null,
"last_activity_at": 0,
"unread_count": 0
},
"conversation_id": 0,
"created_at": 0,
"external_source_ids": {},
"id": 0,
"inbox_id": 0,
"message_type": 0,
"private": false,
"processed_message_content": "string",
"sender": {
"availability_status": "string",
"available_name": "string",
"avatar_url": "string",
"id": 0,
"name": "string",
"thumbnail": "string",
"type": "string",
"additional_attributes": {},
"blocked": false,
"created_at": 0,
"custom_attributes": {},
"email": "string",
"identifier": "string",
"last_activity_at": 0,
"phone_number": "string"
},
"sender_id": 0,
"sender_type": "string",
"sentiment": {},
"source_id": "string",
"status": "string",
"updated_at": "string"
}
],
"meta": {
"channel": "string",
"hmac_verified": false,
"sender": {
"additional_attributes": {},
"availability_status": "string",
"blocked": false,
"created_at": 0,
"custom_attributes": {},
"email": "string",
"id": 0,
"identifier": "string",
"last_activity_at": 0,
"name": "string",
"phone_number": "string",
"thumbnail": "string"
},
"assignee": {
"email": "string",
"available_name": "string",
"name": "string"
}
},
"muted": false,
"priority": "string",
"sla_policy_id": 0,
"snoozed_until": 0,
"status": "string",
"timestamp": 0,
"unread_count": 0,
"updated_at": 0
}Identifying the contact
Supply exactly one customer identifier.
Numeric id of an existing contact. Obtain it from GET /api/ext/omni_v2/contact. Use this when the customer already exists in the project.
contact_phoneE.164 phone number used to resolve (or create) the contact when you do not have a contact_id. Useful for inbound channels keyed by phone such as WhatsApp.
Request fields
subject and description form the ticket. agent_id attributes it to an AI/human agent, call_id links it to a related call record, and ticket_type categorizes it (must match a configured ticket type on the inbox).
subjectdescriptionagent_idcall_idticket_typecontact_idcontact_phoneResponse
Returns a GetTicketResponse — the same full ticket shape as GET /ticket/{id}. Read id from the response to reference the ticket later.
Authorization
X-API-KeystringheaderrequiredYour workspace API key. Create one in the dashboard under API keys.
Body
application/jsonCreate a ticket for an existing contact identified by numeric contact_id.
{
"subject": "Refund request for order #10482",
"description": "Customer says the item arrived damaged and would like a full refund.",
"agent_id": "agent_support_01",
"call_id": "call_8f21 ",
"ticket_type": "billing",
"contact_id": 4821
}Response
Successful Response
application/json
Validation Error
application/json