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Support Tickets

Overview​

Support tickets are essential for managing customer service inquiries and technical support. Verifik's Support Ticket system helps you track and resolve customer issues efficiently.

Key Components​

  • Ticket Management - Create and track support tickets
  • Thread System - Maintain conversation history
  • Priority Levels - Categorize tickets by urgency
  • Status Tracking - Monitor ticket resolution progress
  • File Attachments - Support document uploads
  • Assignment System - Assign tickets to support agents

How Support Tickets Work​

Every Support Ticket represents a single customer service interaction that tracks user issues, questions, and requests. When someone submits a support request, Verifik creates a Support Ticket to manage the entire support process from initial submission to resolution.

  1. Ticket Creation - Customers or staff create support tickets through the API
  2. Categorization - Tickets are categorized by type and priority
  3. Assignment - Tickets can be assigned to support agents
  4. Communication - Messages are added as threads to the ticket
  5. Resolution - Tickets move through statuses until resolved
  6. Closure - Resolved tickets are closed with resolution notes

What Support Tickets Track​

Support Tickets are comprehensive tracking systems for customer service interactions:

Ticket Information​

  • Title and description
  • Category and priority level
  • Current status
  • Creation and update timestamps
  • Assigned support agent

Support Process​

  • Status progression (open → in_progress → resolved → closed)
  • Priority escalation
  • Agent assignment
  • Resolution tracking

Communication​

  • Message threads between customer and support
  • Internal notes and comments
  • File attachments
  • Response timestamps

API Endpoints​

Create a Support Ticket​

POST /v2/support-tickets

Creates a new support ticket with the specified details.

Retrieve a Support Ticket​

GET /v2/support-tickets/:id

Retrieves details of a specific support ticket.

List All Support Tickets​

GET /v2/support-tickets

Lists all support tickets with optional filtering.

Support Ticket Object Structure​

For detailed information about the Support Ticket object and its properties, see The Support Ticket Object.

Use Cases​

  • Customer Support - Manage and track customer service requests
  • Issue Resolution - Streamline problem-solving processes
  • SLA Management - Track response times and resolution metrics
  • Communication - Maintain clear communication with users