Create Ticket

Developers can create tickets via the API. After the ticket is created, the ticket ID will be returned.

Request Method

POST

Request URL

https://livedesk-api.engagelab.com/api/v2/accounts/tickets

Authentication

See the authentication description in API Overview for details.

Request

Request Example

curl -X POST 'https://livedesk-api.engagelab.com/api/v2/accounts/tickets' \ -H 'Content-Type: application/json' \ -H 'Authorization: Basic base64(api_key:api_secret)' \ -d '{ "title": "Printer paper jam, unable to print", "description": "Customer reported A4 paper jammed at the output tray, needs urgent handling.", "attachments": [ { "file_url": "https://example.com/files/error.jpg" } ], "requester": { "euid": "contact_12345", "channel_contacts": { "channel_id": "inbox_100", "contact_id": "-1001234567890", "sub_contact_id": "23232323", "followers": [ { "id": "7562646527", "name": "Zhang San" } ] } }, "submitter": { "id": "u_12345" }, "assignment_team": "IT Support", "priority": "high", "ticket_type": "incident", "custom_fields": { "device_sn": "PRN-2024-001", "location": "Beijing HQ - 3rd Floor Print Room" } }'

              
              curl -X POST 'https://livedesk-api.engagelab.com/api/v2/accounts/tickets' \
-H 'Content-Type: application/json' \
-H 'Authorization: Basic base64(api_key:api_secret)' \
-d '{
  "title": "Printer paper jam, unable to print",
  "description": "Customer reported A4 paper jammed at the output tray, needs urgent handling.",
  "attachments": [
    {
      "file_url": "https://example.com/files/error.jpg"
    }
  ],
  "requester": {
    "euid": "contact_12345",
    "channel_contacts": {
      "channel_id": "inbox_100",
      "contact_id": "-1001234567890",
      "sub_contact_id": "23232323",
      "followers": [
        {
          "id": "7562646527",
          "name": "Zhang San"
        }
      ]
    }
  },
  "submitter": {
    "id": "u_12345"
  },
  "assignment_team": "IT Support",
  "priority": "high",
  "ticket_type": "incident",
  "custom_fields": {
    "device_sn": "PRN-2024-001",
    "location": "Beijing HQ - 3rd Floor Print Room"
  }
}'

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Request Headers

Field	Type	Description
Authorization	string	Use `Authorization: Basic base64(API Key:API Secret)` for authentication. Please go to the API Key page to get the API Key and API Secret, and connect them with a colon before Base64 encoding.
Content-Type	application/json	Data type, value is application/json.

Body Parameters

Field	Type	Required	Description
title	String	Yes	Ticket title.
description	String	No	Ticket content description, supports md format.
attachments	Array	No	Array of attachments, need to upload via /upload first.
file_url	String	Yes	File address.
requester	Object	Yes	Requester information.
euid	String	No	Contact unique ID.
channel_contacts	Object	No	Channel contact mapping (at least one with euid exists).
channel_id	String	Yes	Channel ID.
contact_id	String	Yes	Channel contact ID (e.g., TG chat_id).
sub_contact_id	String	No	Channel sub-contact ID (e.g., TG topic_id / Email thread_id).
followers	Array	No	Follower ID information (for push/notification within the channel), including id and name fields. id: Follower ID. name: Follower name.
submitter	Object	No	Submitter ID (internal member account ID), including id field. id: Submitter ID.
assignment_team	String	No	Assigned team name (must exist).
priority	String	No	Priority: high/medium/low, default is medium if not passed.
ticket_type	String	No	Ticket type: problem/incident/question/task/None, default is None if not passed.
custom_fields	Object	No	Custom fields (source information, etc.), using key-value format.

Response Example

Success Response

{ "code": 0, "message": "Success", "data": { "ticket_id": "tk_20251104_789abc", "message": "Ticket created successfully" } }

              
              {
  "code": 0,
  "message": "Success",
  "data": {
    "ticket_id": "tk_20251104_789abc",
    "message": "Ticket created successfully"
  }
}

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Response Parameters

Field	Type	Required	Description
ticket_id	String	No	Ticket ID.
message	String	No	Return message content. eg: "Ticket created successfully"