Open a ticket

It goes through the same path a ticket from the chat takes, so the number is allocated the same way and your team hears about it once. A customer who already has an open ticket gets their message added to it rather than a second number; the response is then 200 with that ticket. Set notify_customer: false for a backfill, where a receipt for something said last week is confusing.

Request body

Response 200

Errors

• 400 — Invalid body, or a category that no longer exists
• 401 — Missing or invalid API key
• 402 — Tickets are not on this workspace’s plan
• 404 — Chatbot not found
• 409 — This agent is not taking new tickets — switch Tickets on for it in Capabilities
• 429 — Rate limit exceeded

Every error shares one envelope.

Example

curl -X POST \
  https://www.hey.support/api/v1/tickets \
  -H 'Authorization: Bearer hs_live_…' \
  -H 'Content-Type: application/json' \
  -d '{"chatbot_id":"<chatbot_id>","email":"<email>","body":"<body>"}'