Tickets Overview

Working with Support Tickets

The Tickets API lets your application open, track, and resolve support cases tied to a company's account and shipments — lost packages, damage claims, overweight disputes, carrier issues, credit line requests, and more. It is part of the Queries API and is the same engine that powers the ticket center in the Envia dashboard.

A ticket is a conversation with a lifecycle. Each ticket has:

• A type (ticket_type_id) — what the case is about.
• A status (ticket_status_id) — where it is in the workflow.
• A message thread (comments) exchanged between the customer and the support agent.
• Variables — structured, type-specific form data (sent as a JSON string in data).
• File evidence — photos or documents attached to the case.
• Optional references — a shipment, a credit reference, or a warehouse package.

Environments & authentication

All ticket endpoints live under the Queries API host and require a Bearer token in the Authorization header. Every request is automatically scoped to the company that owns the token — you only ever see and act on your own company's tickets.

Endpoint overview

Ticket types

Every ticket has a ticket_type_id. Fetch the live catalog (with localized name and the UI rules for each type) from GET /tickets/types.

Ticket statuses

Each ticket carries a ticket_status_id. Statuses are grouped into the two tabs you see in the dashboard via the status_group query parameter.

Lifecycle rules

1. Manually created tickets start as Pending (1).
2. Automatically generated tickets (from a shipment incidence) start as Incomplete (4) until the required data/files are provided.
3. When a customer replies to a ticket that is In review (6), it moves to Follow up (5) so an agent re-engages.
4. Accepted (2) and Declined (3) are terminal — no more comments or status changes are accepted.
5. A ticket auto-closes to Accepted (2) when the related shipment is delivered (for delay/redirection cases).

Errors

Validation errors return a Boom-style body:

{
  "statusCode": 422,
  "error": "Unprocessable Entity",
  "message": "Invalid data."
}

Typical ticket flow

1. Create a ticket with POST /company/tickets, choosing the right type_id and referencing a shipment or credit when applicable.
2. Attach evidence with PUT /company/attach/evidences/{ticket_id} if the case needs proof.
3. Poll GET /company/tickets/{ticket_id} (or list with status_group) to watch the status advance.
4. Reply through POST /company/tickets/{ticket_id}/comments whenever the support agent asks for more information.
5. Resolve — the ticket reaches Accepted or Declined; optionally rate it with POST /tickets/ratings/{ticket_id}.