> ## Documentation Index
> Fetch the complete documentation index at: https://docs.elasticfunnels.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Tickets

> Manage support tickets and customer inquiries

## List Tickets

Retrieve all support tickets for a project.

<ParamField path="brand" type="string" required>
  The brand/project ID
</ParamField>

<ParamField query="page" type="number">
  Page number for pagination (default: 1)
</ParamField>

<ParamField query="per_page" type="number">
  Number of results per page (default: 30)
</ParamField>

<ParamField query="status" type="string">
  Filter by status: `open`, `closed`, `waiting`, `resolved`, `spam`
</ParamField>

<ParamField query="searchQuery" type="string">
  Search tickets by subject, email, or content
</ParamField>

<ParamField query="sort" type="string">
  Sort order: `date_asc` or `date_desc`
</ParamField>

```bash Request theme={null}
GET /api/brands/{brand}/tickets
```

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

<ResponseExample>
  ```json Response theme={null}
  {
    "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
    }
  }
  ```
</ResponseExample>

***

## Get Ticket Statuses

Get count of tickets by status.

<ParamField path="brand" type="string" required>
  The brand/project ID
</ParamField>

```bash Request theme={null}
GET /api/brands/{brand}/tickets/statuses
```

```bash cURL theme={null}
curl https://app.elasticfunnels.io/api/brands/{brand_id}/tickets/statuses \
  -H "EF-Access-Key: your_api_key_here"
```

<ResponseExample>
  ```json Response theme={null}
  {
    "open": 15,
    "waiting": 10,
    "closed": 18,
    "resolved": 2,
    "spam": 0
  }
  ```
</ResponseExample>

***

## Mark Ticket as Read

Mark a ticket as read.

<ParamField path="brand" type="string" required>
  The brand/project ID
</ParamField>

<ParamField path="ticket_code" type="string" required>
  The ticket code (e.g., "TKT-12345")
</ParamField>

```bash Request theme={null}
POST /api/brands/{brand}/tickets/{ticket_code}/mark-as-read
```

```bash cURL theme={null}
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"
```

<ResponseExample>
  ```json Response theme={null}
  {
    "message": "Ticket marked as read"
  }
  ```
</ResponseExample>

***

## Mark Ticket as Unread

Mark a ticket as unread.

<ParamField path="brand" type="string" required>
  The brand/project ID
</ParamField>

<ParamField path="ticket_code" type="string" required>
  The ticket code (e.g., "TKT-12345")
</ParamField>

```bash Request theme={null}
POST /api/brands/{brand}/tickets/{ticket_code}/mark-as-unread
```

```bash cURL theme={null}
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"
```

<ResponseExample>
  ```json Response theme={null}
  {
    "message": "Ticket marked as unread"
  }
  ```
</ResponseExample>

***

## List Ticket Messages

Get all messages in a ticket conversation.

<ParamField path="brand" type="string" required>
  The brand/project ID
</ParamField>

<ParamField path="ticket_code" type="string" required>
  The ticket code (e.g., "TKT-12345")
</ParamField>

```bash Request theme={null}
GET /api/brands/{brand}/tickets/{ticket_code}/messages
```

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

<ResponseExample>
  ```json Response theme={null}
  {
    "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"
      }
    ]
  }
  ```
</ResponseExample>

***

## Send Ticket Reply

Send a reply message to a ticket.

<ParamField path="brand" type="string" required>
  The brand/project ID
</ParamField>

<ParamField path="ticket_code" type="string" required>
  The ticket code (e.g., "TKT-12345")
</ParamField>

<ParamField body="message" type="string" required>
  The reply message (HTML supported)
</ParamField>

<ParamField body="type" type="string" required>
  Message type: `agent_message` or `system_message`
</ParamField>

```bash Request theme={null}
POST /api/brands/{brand}/tickets/{ticket_code}/messages
```

```bash cURL theme={null}
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"
  }'
```

<ResponseExample>
  ```json Response theme={null}
  {
    "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"
  }
  ```
</ResponseExample>

***

## Set Ticket Status

Update the status of a ticket.

<ParamField path="brand" type="string" required>
  The brand/project ID
</ParamField>

<ParamField path="ticket_code" type="string" required>
  The ticket code (e.g., "TKT-12345")
</ParamField>

<ParamField path="status" type="string" required>
  New status: `open`, `waiting`, `closed`, `resolved`, `spam`
</ParamField>

```bash Request theme={null}
POST /api/brands/{brand}/tickets/{ticket_code}/set-status/{status}
```

```bash cURL theme={null}
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"
```

<ResponseExample>
  ```json Response theme={null}
  {
    "message": "Email sent"
  }
  ```
</ResponseExample>

***

## 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

<Info>
  * 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
</Info>