Open a support ticket

Opens a ticket for a customer without sending anything, identified by contact_id or by to and name. Accepts channel, subject, category, body and template_id. If the customer already has an open ticket, that ticket is returned instead.

Requires: desk.write scope, Converse licence.

Authorization

bearerAuth

AuthorizationBearer <token>

A SautiDesk API key. An owner or admin makes it under Settings in SautiDesk for a named person and picks the scopes. The key is shown once. Send it as Authorization: Bearer <key>. It acts as that person and as nobody else.

In: header

Request Body

application/json

contact_id?string

The id of the contact the task is about.

to?string

Who to send to: a phone number in international format or, for email, an address.

name?string

The customer's name, used when the contact is new.

channel?string

The channel to use: sms, whatsapp or email.

subject?string

The subject line, for email.

category?string

The name of the category.

body?string

The first message to send.

template_id?string

The id of an approved WhatsApp template to send. WhatsApp requires one to start a conversation with someone who has not written to you in the last 24 hours.

Response

Example

{  "source": "example",  "campaign_id": "f19d5173-dd17-4475-9e73-13d22446ed31",  "campaign_name": "example",  "id": "3f2b8c1e-5a4d-4e7b-9c10-2d6a8e4f1b37",  "ref": "TCK-4471",  "subject": "Order 1182 has not arrived",  "channel": "sms",  "category": "billing",  "status": "open",  "owner": "Wanjiku Mwangi",  "owner_id": "1dc86aaf-2f65-4b1b-9ef7-7dabe869da64",  "follows_id": "1fc0434e-757b-40d3-9fec-400c7ee95e3f",  "participating": false,  "queue_id": "c70c2d37-4d65-4ba4-9843-5e8aaf2dae40",  "queue_name": "Support",  "contact_id": "e370603e-5791-443e-9fb1-26dedb014cd9",  "contact_name": "Amina Wanjiru",  "contact_number": "+254712345678",  "contact_email": "amina@example.com",  "opened_at": "2026-10-14T08:30:00Z",  "updated_at": "2026-10-14T08:30:00Z",  "closed_at": "2026-10-14T08:30:00Z",  "widget_seen_at": "2026-10-14T08:30:00Z",  "last_customer_at": "2026-10-14T08:30:00Z",  "last_outcome": "Resolved",  "last_outcome_activity_id": "bae3f648-c3f5-4e80-91d8-4a9b8be23ba2",  "ticket_outcome": "Resolved",  "last_call_leg_id": "a54c310b-3cde-4687-9f40-f61a908d7e93",  "opened": false}

FieldTypeDescription

sourcerequiredstring

campaign_idrequiredstring

campaign_namerequiredstring

idrequiredstring (uuid)

refrequiredstring

subjectrequiredstringThe subject line.

channelrequiredstringThe channel to use: sms, whatsapp or email.

categoryrequiredstringThe name of the category.

statusrequiredstringThe status to set.

ownerrequiredstring | null

owner_idrequiredstring | null

follows_idrequiredstring | null

participatingrequiredboolean

queue_idrequiredstringThe id of the queue that receives what arrives here.

queue_namerequiredstring

contact_idrequiredstring (uuid)The id of the contact the task is about.

contact_namerequiredstring

contact_numberrequiredstring

contact_emailrequiredstring

opened_atrequiredstring (date-time)

updated_atrequiredstring (date-time)

closed_atrequiredstring (date-time) | null

widget_seen_atrequiredstring (date-time) | null

last_customer_atrequiredstring (date-time) | null

last_outcomerequiredstring | null

last_outcome_activity_idrequiredstring (uuid) | null

ticket_outcomerequiredstring

last_call_leg_idrequiredstring (uuid) | null

openedrequiredboolean

curl -X POST "https://api.sautidesk.com/v1/desk/tickets" \  -H "Content-Type: application/json" \  -d '{    "to": "+254712345678",    "name": "Amina",    "subject": "Callback about the invoice"  }'

Open a support ticket

AuthorizationCopy Anchor Link

Request BodyCopy Anchor Link

Response

Authorization

Request Body