Add

[POST] .../v1/ticket/add

Creates a CRM ticket. Create or reuse a CRM support ticket for a client and channel. Requires client_id, channel_id and CRM ticket add permission; direction defaults to Inbound. An explicitly assigned responsible user must have an active work session and not be on break; otherwise channel routing selects the responsible user. An optional audio_recording_file_id must identify an existing audio file. Mentioned users must already be in the ticket context unless mention_options.add_missing_users_to_context is true. A new ticket receives participants, a linked chat and channel SLA deadlines. If an open ticket already exists for the same client and channel, returns its id, may update SLA, custom fields and the audio recording and rejects description_mentions. Returns new_id and sends the applicable ticket, chat and SLA webhooks. Invalid or unavailable related data, denied access, custom-field or mention validation failures, assignment restrictions and storage failures return HTTP 200 ErrorResult.

Request Parameters

Name	Type	Required	Description
audio_recording_file_id	Int64	Optional	Linked audio recording file ID. Optional; when supplied, it must point to an existing audio file.
channel_id	Int64	Required	Channel ID.
client_id	Int64	Required	Client ID.
description	String	Optional	Ticket description.
description_mentions	Array of CommonMentionInput	Optional	Structured user mentions in description.
direction	String	Optional	Direction: Inbound or Outbound. Default value is Inbound. Allowed values: `Default`, `Inbound`, `Outbound`.
external_dialog_id	String	Optional	External dialog ID. Maximum length is 150 characters.
fields	Array of FieldValueAdd	Optional	Custom field values.
mention_options	CommonMentionOptions	Optional	Mention processing options.
participant_user_ids	Array of Int64	Optional	Ticket participant IDs.
responsible_user_id	Int64	Optional	Responsible user ID.
subject	String	Optional	Ticket subject. Maximum length is 300 characters.

Request Example

{
  "client_id": 501,
  "channel_id": 22,
  "direction": "Inbound",
  "external_dialog_id": "web-778",
  "audio_recording_file_id": 918,
  "subject": "Delivery question",
  "description": "Client asks about delivery date",
  "responsible_user_id": 31,
  "participant_user_ids": [
    18
  ],
  "fields": []
}

Response Parameters

Name	Type	Description
ok	Boolean	Indicates whether the request completed successfully.
result	Insert	Created record result.

Response Example

{
  "ok": true,
  "result": {
    "new_id": 610
  }
}