Tickets API

Create, read, update, and search support tickets.

GET/api/v1/tickets

List tickets with optional filters.

Authentication

Include your API key in the X-API-Key header. Get your key at app.reechdesk.com/settings.

query parameters

Name	Type	Required	Description
entityId	string	optional	Filter by entity ID
status	string	optional	Filter by status (OPEN, IN_PROGRESS, RESOLVED, CLOSED)
priority	string	optional	Filter by priority (LOW, MEDIUM, HIGH, URGENT)
assignedToId	string	optional	Filter by assigned agent ID
limit	number	optional	Max results per page (default: 20, max: 100)
offset	number	optional	Pagination offset (default: 0)

curl -H "X-API-Key: rd_test_your_key" \
  "https://your-domain.com/api/v1/tickets?entityId=cashmatrix&status=OPEN&limit=20"

Response200

json

{
  "data": [
    {
      "id": "tkt_abc123",
      "ticketNumber": "TKT-001",
      "subject": "Can't login to my account",
      "status": "OPEN",
      "priority": "MEDIUM",
      "createdAt": "2026-06-21T10:00:00Z",
      "assignedTo": {
        "name": "John Agent",
        "email": "agent@cashmatrix.com"
      }
    }
  ],
  "total": 42,
  "limit": 20,
  "offset": 0
}

POST/api/v1/tickets

Create a new support ticket.

Authentication

Include your API key in the X-API-Key header. Get your key at app.reechdesk.com/settings.

body parameters

Name	Type	Required	Description
subject	string	required	Ticket subject line
description	string	required	Detailed description of the issue
priority	string	optional	Priority level: LOW, MEDIUM (default), HIGH, URGENT
entityId	string	required	Entity this ticket belongs to
visitorEmail	string	optional	Visitor email for notifications

curl -X POST https://your-domain.com/api/v1/tickets \
  -H "X-API-Key: rd_test_your_key" \
  -H "Content-Type: application/json" \
  -d '{
    "subject": "Payment not processing",
    "description": "I tried to make a payment but it failed.",
    "priority": "HIGH",
    "entityId": "cashmatrix",
    "visitorEmail": "customer@example.com"
  }'

Request

json

{
  "subject": "Payment not processing",
  "description": "I tried to make a payment but it failed.",
  "priority": "HIGH",
  "entityId": "cashmatrix",
  "visitorEmail": "customer@example.com"
}

Response201

json

{
  "id": "tkt_new789",
  "ticketNumber": "TKT-042",
  "subject": "Payment not processing",
  "status": "OPEN",
  "priority": "HIGH",
  "entityId": "cashmatrix",
  "createdAt": "2026-06-21T10:00:00Z"
}

PATCH/api/v1/tickets/:id

Update a ticket's status, assignment, or other fields.

Authentication

Include your API key in the X-API-Key header. Get your key at app.reechdesk.com/settings.

path parameters

Name	Type	Required	Description
id	string	required	Ticket ID

body parameters

Name	Type	Required	Description
status	string	optional	New status: OPEN, IN_PROGRESS, RESOLVED, CLOSED
assignedToId	string	optional	Agent user ID to assign the ticket to
priority	string	optional	New priority level

curl -X PATCH https://your-domain.com/api/v1/tickets/tkt_abc123 \
  -H "X-API-Key: rd_test_your_key" \
  -H "Content-Type: application/json" \
  -d '{
    "status": "IN_PROGRESS",
    "assignedToId": "usr_agent123"
  }'

Request

json

{
  "status": "IN_PROGRESS",
  "assignedToId": "usr_agent123"
}

Response200

json

{
  "id": "tkt_abc123",
  "ticketNumber": "TKT-001",
  "status": "IN_PROGRESS",
  "assignedTo": {
    "id": "usr_agent123",
    "name": "John Agent"
  }
}

POST/api/v1/tickets/:id/escalate

Escalate a ticket to a higher priority or different agent.

Authentication

Include your API key in the X-API-Key header. Get your key at app.reechdesk.com/settings.

path parameters

Name	Type	Required	Description
id	string	required	Ticket ID

body parameters

Name	Type	Required	Description
escalateToId	string	required	User ID of the agent to escalate to
reason	string	optional	Reason for escalation

curl -X POST https://your-domain.com/api/v1/tickets/tkt_abc123/escalate \
  -H "X-API-Key: rd_test_your_key" \
  -H "Content-Type: application/json" \
  -d '{
    "escalateToId": "usr_senior_agent",
    "reason": "Customer is frustrated, needs senior help"
  }'

Request

json

{
  "escalateToId": "usr_senior_agent",
  "reason": "Customer is frustrated, needs senior help"
}

Response200

json

{
  "id": "tkt_abc123",
  "status": "IN_PROGRESS",
  "priority": "URGENT",
  "assignedTo": {
    "id": "usr_senior_agent",
    "name": "Senior Agent"
  }
}

Auto-escalation

Tickets can be auto-escalated based on SLA rules. Configure escalation triggers in Settings → Workflows.