Tickets

List Tickets

Retrieve all support tickets for a project.

string

required

The brand/project ID

number

Page number for pagination (default: 1)

number

Number of results per page (default: 30)

string

Filter by status: open, closed, waiting, resolved, spam

string

Search tickets by subject, email, or content

string

Sort order: date_asc or date_desc

Request

GET /api/brands/{brand}/tickets

cURL

curl "https://app.elasticfunnels.io/api/brands/{brand_id}/tickets?status=open&page=1" \
  -H "EF-Access-Key: your_api_key_here"

{
  "data": [
    {
      "brand_id": 123,
      "ticket_code": "TKT-12345",
      "type": "support",
      "status": "open",
      "subject": "Question about my order",
      "from_name": "John Doe",
      "from_email": "john@example.com",
      "customer_email": "john@example.com",
      "preview_message": "I have a question about...",
      "read": false,
      "created_at": "2024-12-10T10:30:00.000000Z",
      "updated_at": "2024-12-10T10:30:00.000000Z",
      "created_at_label": "2 hours ago",
      "status_label": "Open"
    }
  ],
  "meta": {
    "current_page": 1,
    "per_page": 30,
    "total": 45
  },
  "statuses": {
    "open": 15,
    "waiting": 10,
    "closed": 18,
    "resolved": 2,
    "spam": 0
  }
}

Get Ticket Statuses

Get count of tickets by status.

string

required

The brand/project ID

Request

GET /api/brands/{brand}/tickets/statuses

cURL

curl https://app.elasticfunnels.io/api/brands/{brand_id}/tickets/statuses \
  -H "EF-Access-Key: your_api_key_here"

{
  "open": 15,
  "waiting": 10,
  "closed": 18,
  "resolved": 2,
  "spam": 0
}

Mark Ticket as Read

Mark a ticket as read.

string

required

The brand/project ID

string

required

The ticket code (e.g., “TKT-12345”)

Request

POST /api/brands/{brand}/tickets/{ticket_code}/mark-as-read

cURL

curl -X POST https://app.elasticfunnels.io/api/brands/{brand_id}/tickets/TKT-12345/mark-as-read \
  -H "EF-Access-Key: your_api_key_here"

{
  "message": "Ticket marked as read"
}

Mark Ticket as Unread

Mark a ticket as unread.

string

required

The brand/project ID

string

required

The ticket code (e.g., “TKT-12345”)

Request

POST /api/brands/{brand}/tickets/{ticket_code}/mark-as-unread

cURL

curl -X POST https://app.elasticfunnels.io/api/brands/{brand_id}/tickets/TKT-12345/mark-as-unread \
  -H "EF-Access-Key: your_api_key_here"

{
  "message": "Ticket marked as unread"
}

List Ticket Messages

Get all messages in a ticket conversation.

string

required

The brand/project ID

string

required

The ticket code (e.g., “TKT-12345”)

Request

GET /api/brands/{brand}/tickets/{ticket_code}/messages

cURL

curl https://app.elasticfunnels.io/api/brands/{brand_id}/tickets/TKT-12345/messages \
  -H "EF-Access-Key: your_api_key_here"

{
  "data": [
    {
      "brand_id": 123,
      "ticket_code": "TKT-12345",
      "status": "open",
      "type": "customer_message",
      "message": "<p>I have a question about my order...</p>",
      "message_type": "text",
      "from_name": "John Doe",
      "created_at": "2024-12-10T10:30:00.000000Z",
      "created_at_label": "2 hours ago",
      "status_label": "Open"
    },
    {
      "brand_id": 123,
      "ticket_code": "TKT-12345",
      "status": "waiting",
      "type": "agent_message",
      "message": "<p>Hi John, I'd be happy to help...</p>",
      "message_type": "text",
      "from_name": "Support Agent",
      "created_at": "2024-12-10T10:45:00.000000Z",
      "created_at_label": "1 hour ago",
      "status_label": "Waiting"
    }
  ]
}

Send Ticket Reply

Send a reply message to a ticket.

string

required

The brand/project ID

string

required

The ticket code (e.g., “TKT-12345”)

string

required

The reply message (HTML supported)

string

required

Message type: agent_message or system_message

Request

POST /api/brands/{brand}/tickets/{ticket_code}/messages

cURL

curl -X POST https://app.elasticfunnels.io/api/brands/{brand_id}/tickets/TKT-12345/messages \
  -H "EF-Access-Key: your_api_key_here" \
  -H "Content-Type: application/json" \
  -d '{
    "message": "<p>Thank you for contacting us. Your order is being processed...</p>",
    "type": "agent_message"
  }'

{
  "brand_id": 123,
  "ticket_code": "TKT-12345",
  "status": "waiting",
  "type": "agent_message",
  "message": "<p>Thank you for contacting us. Your order is being processed...</p>",
  "from_name": "Support Agent",
  "created_at": "2024-12-10T12:00:00.000000Z"
}

Set Ticket Status

Update the status of a ticket.

string

required

The brand/project ID

string

required

The ticket code (e.g., “TKT-12345”)

string

required

New status: open, waiting, closed, resolved, spam

Request

POST /api/brands/{brand}/tickets/{ticket_code}/set-status/{status}

cURL

curl -X POST https://app.elasticfunnels.io/api/brands/{brand_id}/tickets/TKT-12345/set-status/resolved \
  -H "EF-Access-Key: your_api_key_here"

{
  "message": "Email sent"
}

Ticket Status Values

Status	Description
`open`	New ticket or reopened ticket
`waiting`	Waiting for customer response
`closed`	Ticket has been closed
`resolved`	Issue has been resolved
`spam`	Marked as spam

Message Types

Type	Description
`customer_message`	Message from customer
`agent_message`	Message from support agent
`system_message`	Automated system message

Notes

Tickets are automatically sorted by created_at for open tickets and updated_at for closed/resolved/spam tickets
Sending a reply automatically changes ticket status to “waiting”
The AI reply generation uses customer order history and purchase data when available
All ticket messages support HTML formatting

Getting Started

Endpoints

List Tickets

Get Ticket Statuses

Mark Ticket as Read

Mark Ticket as Unread

List Ticket Messages

Send Ticket Reply

Set Ticket Status

Ticket Status Values

Message Types

Notes

​List Tickets

​Get Ticket Statuses

​Mark Ticket as Read

​Mark Ticket as Unread

​List Ticket Messages

​Send Ticket Reply

​Set Ticket Status

​Ticket Status Values

​Message Types

​Notes

List Tickets

Get Ticket Statuses

Mark Ticket as Read

Mark Ticket as Unread

List Ticket Messages

Send Ticket Reply

Set Ticket Status

Ticket Status Values

Message Types

Notes