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

# Tickets

> Create, update, delete, list, status, archive, tag and reply to support tickets via the Grow CRM API.

# Tickets

The Tickets API provides CRUD access to support tickets plus status, archive/restore, tags and
the reply conversation.

> New to the API? Start with **[Getting started](getting-started.md)** (base URL, response
> envelope, errors, pagination) and **[Authentication](authentication.md)** (API keys).

> **Identifier note:** tickets are addressed by their numeric **`ticket_id`**.

> **A ticket belongs to a department and a client.** The department is a category of type
> `ticket`. Tickets are created in **client mode** (an existing client). The web's email/IMAP
> "new user" ingestion is out of API scope.

> **Silent semantics.** Creating tickets and posting replies records the data and updates the
> ticket, but does **not** fire the web's events/notifications, send the event-driven client
> emails, or trigger web→IMAP conversion (consistent with the rest of the API).

> **Scope:** file attachments (upload/download), canned responses, sticky notes, pinning, bulk
> actions, inbound IMAP/email threading and the history view are out of API scope.

## The ticket object

```json theme={null}
{
  "id": 32,
  "subject": "Cannot log in",
  "message": "I get an error on the login page.",
  "status": { "id": 1, "title": "Open" },
  "priority": "high",
  "source": "web",
  "active_state": "active",
  "department": { "id": 72, "name": "Sales" },
  "client": { "id": 1, "name": "Acme Inc" },
  "project_id": null,
  "creator_id": 1,
  "dates": { "created": "...", "last_updated": "...", "status_changed": null },
  "replies_count": 2,
  "tags": ["billing"]
}
```

| Field                   | Type       | Notes                                                                          |
| ----------------------- | ---------- | ------------------------------------------------------------------------------ |
| `id`                    | integer    | Ticket id.                                                                     |
| `subject` / `message`   | string     | The opening message.                                                           |
| `status`                | object     | `{ id, title }` (1 Open, 2 Closed, 3 On Hold, 4 Answered, 5 Customer Replied). |
| `priority`              | string     | `normal`, `high` or `urgent`.                                                  |
| `source`                | string     | `web` or `email` (set automatically).                                          |
| `active_state`          | string     | `active` or `archived`.                                                        |
| `department`            | object     | The category (type `ticket`).                                                  |
| `client` / `project_id` | object/int | Links.                                                                         |
| `replies_count`         | int        | Number of replies.                                                             |
| `tags`                  | array      | Tag titles.                                                                    |

***

## List / search tickets

```
GET /api/tickets
```

Query params: `status`, `priority`, `category_id`, `client_id`, `project_id`, `active_state`,
`search`, `tags[]`, `sort` (`ticket_created`,`ticket_last_updated`,`ticket_priority`,`ticket_status`),
`order`, `limit`, `page`.

```bash theme={null}
curl -G https://your-domain/api/tickets -H "Authorization: Bearer YOUR_API_KEY" -d status=1
```

***

## Get a ticket

```
GET /api/tickets/{id}
```

***

## Create a ticket

```
POST /api/tickets
```

| Parameter           | Type    | Required | Notes                                                          |
| ------------------- | ------- | -------- | -------------------------------------------------------------- |
| `ticket_clientid`   | integer | yes      | Existing client.                                               |
| `ticket_categoryid` | integer | yes      | A department (category of type `ticket`).                      |
| `ticket_projectid`  | integer | no       | Must belong to the client.                                     |
| `ticket_subject`    | string  | yes      |                                                                |
| `ticket_message`    | string  | yes      |                                                                |
| `ticket_priority`   | string  | yes      | `normal`, `high` or `urgent`.                                  |
| custom fields       | mixed   | varies   | Any enabled ticket custom fields (required ones are enforced). |

```bash theme={null}
curl -X POST https://your-domain/api/tickets -H "Authorization: Bearer YOUR_API_KEY" \
  -d ticket_clientid=1 -d ticket_categoryid=72 -d ticket_subject="Cannot log in" \
  -d ticket_message="I get an error" -d ticket_priority=high
```

Returns the new ticket (`201`).

***

## Update a ticket

```
PATCH /api/tickets/{id}
```

Edits the department/project/subject/message/priority (status has its own setter).

| Parameter           | Type    | Required |
| ------------------- | ------- | -------- |
| `ticket_categoryid` | integer | yes      |
| `ticket_projectid`  | integer | no       |
| `ticket_subject`    | string  | yes      |
| `ticket_message`    | string  | yes      |
| `ticket_priority`   | string  | yes      |

***

## Delete a ticket

```
DELETE /api/tickets/{id}
```

***

## Change status

```
PUT /api/tickets/{id}/status
```

| Parameter | Type    | Notes                                                                              |
| --------- | ------- | ---------------------------------------------------------------------------------- |
| `status`  | integer | A `ticketstatus_id` (1 Open, 2 Closed, 3 On Hold, 4 Answered, 5 Customer Replied). |

```bash theme={null}
curl -X PUT https://your-domain/api/tickets/32/status -H "Authorization: Bearer YOUR_API_KEY" -d status=2
```

***

## Archive / restore

```
PUT /api/tickets/{id}/archive
PUT /api/tickets/{id}/restore
```

***

## Set tags

```
PUT /api/tickets/{id}/tags
```

Full-set replace (empty clears).

***

## The conversation (replies)

```
GET    /api/tickets/{id}/replies            list the conversation
POST   /api/tickets/{id}/replies            post a reply
DELETE /api/tickets/{id}/replies/{reply_id} delete a reply
```

Post a reply:

| Parameter          | Type   | Required | Notes                        |
| ------------------ | ------ | -------- | ---------------------------- |
| `ticketreply_text` | string | yes      | The message.                 |
| `ticketreply_type` | string | no       | `reply` (default) or `note`. |

```bash theme={null}
curl -X POST https://your-domain/api/tickets/32/replies -H "Authorization: Bearer YOUR_API_KEY" \
  -d ticketreply_text="We are looking into this for you."
```

Returns the new reply (`201`). Posting a reply updates the ticket's last-updated timestamp but
does not send a client email (silent semantics).

***

## Errors

See [Getting started](getting-started.md#errors). Ticket-specific:

| Status                     | Meaning                                                                                                                              |
| -------------------------- | ------------------------------------------------------------------------------------------------------------------------------------ |
| `404 Not Found`            | The ticket (or reply) id does not exist.                                                                                             |
| `422 Unprocessable Entity` | Validation failed (missing fields, non-ticket department, invalid priority/status, or a project that does not belong to the client). |