Tickets Live

Tickets are conversations with channel = "ticket". Most operations (list, assign, transfer, status change) use the standard Conversations API. This page covers the one ticket-specific extra: creating a ticket from a server-side event. Reply, export, and transcript actions all reuse the Conversations API.

Create a ticket

Creates a ticket and, if the visitor does not exist yet, also creates the visitor record. Admin/supervisor always; a plain agent needs canTransfer. Field names differ from the widget-facing visitor concept: this endpoint uses customerEmail, not visitorEmail.

{
  "customerEmail": "[email protected]",
  "customerName": "Jane Doe",
  "subject": "Refund request",
  "body": "Hi, I would like a refund for order #4567.",
  "departmentId": "uuid"
}

Code samples

curl -X POST 'https://app.message.com/api/v1/tickets' \
  -H 'Authorization: Bearer YOUR_WORKSPACE_JWT' \
  -H 'Content-Type: application/json' \
  -d '{"customerEmail":"[email protected]","subject":"Refund request","body":"..."}'

const res = await fetch('https://app.message.com/api/v1/tickets', {
  method: 'POST',
  headers: {
    Authorization: 'Bearer ' + token,
    'Content-Type': 'application/json'
  },
  body: JSON.stringify({
    customerEmail: '[email protected]',
    subject: 'Refund request',
    body: 'Hi, I would like a refund...'
  })
});
const ticket = await res.json();

import requests
r = requests.post(
    "https://app.message.com/api/v1/tickets",
    headers={"Authorization": f"Bearer {token}"},
    json={
        "customerEmail": "[email protected]",
        "subject": "Refund request",
        "body": "...",
    },
)
ticket = r.json()

require "net/http"
require "json"
uri = URI("https://app.message.com/api/v1/tickets")
req = Net::HTTP::Post.new(uri, {
  "Authorization" => "Bearer #{token}",
  "Content-Type" => "application/json",
})
req.body = { customerEmail: "[email protected]", subject: "Refund request", body: "..." }.to_json
res = Net::HTTP.start(uri.host, uri.port, use_ssl: true) { |http| http.request(req) }
ticket = JSON.parse(res.body)

<?php
$ctx = stream_context_create([
  "http" => [
    "method" => "POST",
    "header" => "Authorization: Bearer $token\r\nContent-Type: application/json",
    "content" => json_encode([
      "customerEmail" => "[email protected]",
      "subject" => "Refund request",
      "body" => "..."
    ]),
  ],
]);
$ticket = json_decode(file_get_contents("https://app.message.com/api/v1/tickets", false, $ctx), true);

Replying to a ticket

There is no /tickets/:id/reply endpoint. A ticket reply is a plain

Send a transcript copy

Different from a reply: this emails a read-only rendered copy of the conversation so far to an arbitrary address, not a new customer-facing message. Works on a conversation in any status, useful for sending a partial transcript mid-thread.

{
  "to": "[email protected]",
  "subject": "Your conversation with Acme support"
}

Export a ticket

Not a POST, and not ticket-specific: this is the same conversation-export endpoint every channel uses. JSON only for now (?format=json, the default); requesting any other format returns 501 format_not_implemented. Returns the full record directly in the response body, not a signed URL.

There is no merge

Merging two tickets isn't possible today. There is no merge endpoint and no code path that combines two conversations into one. If a customer emails twice about the same issue, close the duplicate manually and reference the other ticket number in a note.

Errors

Common pitfalls

• Sending visitorEmail instead of customerEmail. The field is named differently on this endpoint than the widget-facing visitor APIs. It will 400.
• Looking for a reply, export, or merge action under /tickets/:id/*. None exist. Reply is a plain message send, export is the conversation-level GET, and merge doesn't exist at all.
• Treating tickets as a separate database. They are conversations. Listing, filtering, and routing live on Conversations.