REST API reference

Tickets

Create tickets, convert conversations, move them through states and read ticket types.

A ticket is a conversation with a ticket type, a state and ticket attributes, so its id works with every conversation endpoint for replies, notes, assignment and tags. Reads need tickets:read; changes need tickets:write.

State changes on customer tickets are shown to the customer in the Messenger’s Tickets space and fire ticket.state.updated.

The ticket object

Returned by every ticket endpoint.

Fields

object string: Always ticket.
id string: The ticket’s conversation id — reply, note, assign and tag with the conversation endpoints.
number integer: Per-workspace number.
title string | null: Ticket title.
state enum: submitted, in_progress, waiting_on_customer or resolved.
category enum: customer, back_office or tracker.
ticketType object | null: { id, name }.
contact object: { id, name, email, role }.
assignee object | null: { id, name }.
team object | null: { id, name }.
attributes object: Values by ticket attribute key, including the built-in _default_title and _default_description.
conversationState enum: State of the underlying conversation.
createdAt timestamp: When it became a ticket.
updatedAt timestamp: Last change.

Example ticket

{  "object": "ticket",  "id": "0199c521-4c5d-7e6f-9a7b-8c9d0e1f2a3b",  "number": 1043,  "title": "Refund the duplicate charge",  "state": "in_progress",  "category": "customer",  "ticketType": {    "id": "0199a8f4-6a7b-7c8d-8e9f-0a1b2c3d4e5f",    "name": "Billing question"  },  "contact": {    "id": "0199c512-6a7b-7c8d-9e0f-1a2b3c4d5e6f",    "name": "Lena Fischer",    "email": "[email protected]",    "role": "user"  },  "assignee": {    "id": "0199a8f2-3e4f-7a5b-8c6d-7e8f9a0b1c2d",    "name": "Jonas Weber"  },  "team": {    "id": "0199a8f2-4f5a-7b6c-9d7e-8f9a0b1c2d3e",    "name": "Billing"  },  "attributes": {    "_default_title": "Refund the duplicate charge",    "_default_description": "We were charged twice for October.",    "invoice_number": "INV-4412"  },  "conversationState": "open",  "createdAt": "2026-10-02T15:31:12.000Z",  "updatedAt": "2026-10-02T15:48:40.000Z"}

The ticket type object

Configured under Settings → Ticket types.

Fields

object string: Always ticket_type.
id string: Unique id.
name string: Name shown to teammates (and customers for customer tickets).
emoji string | null: Icon.
description string | null: What the type is for.
category enum: customer (shared with the customer), back_office (internal work) or tracker (one issue, many conversations).
customerCanCreate boolean: Customers can submit it from the Messenger.
attributes array: { key, label, type, description, options, requiredForTeammates, requiredForCustomers, visibleToCustomer }.
archived boolean: Archived types can’t be used for new tickets.
createdAt timestamp: Created.

Example ticket_type

{  "object": "ticket_type",  "id": "0199a8f4-6a7b-7c8d-8e9f-0a1b2c3d4e5f",  "name": "Billing question",  "emoji": "🧾",  "description": "Refunds, invoices and payment problems.",  "category": "customer",  "customerCanCreate": true,  "attributes": [    {      "key": "_default_title",      "label": "Title",      "type": "string",      "description": null,      "options": null,      "requiredForTeammates": true,      "requiredForCustomers": true,      "visibleToCustomer": true    },    {      "key": "_default_description",      "label": "Description",      "type": "multiline",      "description": null,      "options": null,      "requiredForTeammates": false,      "requiredForCustomers": false,      "visibleToCustomer": true    },    {      "key": "invoice_number",      "label": "Invoice number",      "type": "string",      "description": "As printed on the invoice, e.g. INV-4412.",      "options": null,      "requiredForTeammates": false,      "requiredForCustomers": true,      "visibleToCustomer": true    }  ],  "archived": false,  "createdAt": "2025-03-01T09:00:00.000Z"}

List tickets

GET /v1 /tickets tickets:read

Tickets, newest first.

Query parameters

state enum: submitted, in_progress, waiting_on_customer, resolved, unresolved (anything but resolved) or all (default).
ticketTypeId string: One ticket type.
category enum: customer, back_office or tracker.
contactId string: Tickets of this person.
assigneeId string: A teammate id, or unassigned.
limit integer: Items per page, 1–100. Default 25.
cursor string: The nextCursor of the previous page.

curl https://api.rabbitblaze.com/v1/tickets?state=unresolved&category=customer \  -H "Authorization: Bearer $RABBITBLAZE_API_KEY"

const res = await fetch("https://api.rabbitblaze.com/v1/tickets?state=unresolved&category=customer", {  headers: {    Authorization: `Bearer ${process.env.RABBITBLAZE_API_KEY}`,  },})const data = await res.json()

import osimport requests res = requests.get(    "https://api.rabbitblaze.com/v1/tickets",    headers={"Authorization": f"Bearer {os.environ['RABBITBLAZE_API_KEY']}"},    params={        "state": "unresolved",        "category": "customer",    },)res.raise_for_status()data = res.json()

Response · 200 OK

{  "items": [    {      "object": "ticket",      "id": "0199c521-4c5d-7e6f-9a7b-8c9d0e1f2a3b",      "number": 1043,      "title": "Refund the duplicate charge",      "state": "in_progress",      "category": "customer",      "ticketType": {        "id": "0199a8f4-6a7b-7c8d-8e9f-0a1b2c3d4e5f",        "name": "Billing question"      },      "contact": {        "id": "0199c512-6a7b-7c8d-9e0f-1a2b3c4d5e6f",        "name": "Lena Fischer",        "email": "[email protected]",        "role": "user"      },      "assignee": {        "id": "0199a8f2-3e4f-7a5b-8c6d-7e8f9a0b1c2d",        "name": "Jonas Weber"      },      "team": {        "id": "0199a8f2-4f5a-7b6c-9d7e-8f9a0b1c2d3e",        "name": "Billing"      },      "attributes": {        "_default_title": "Refund the duplicate charge",        "_default_description": "We were charged twice for October.",        "invoice_number": "INV-4412"      },      "conversationState": "open",      "createdAt": "2026-10-02T15:31:12.000Z",      "updatedAt": "2026-10-02T15:48:40.000Z"    }  ],  "nextCursor": "WyIyMDI2LTEwLTAyVDE0OjA1OjMxLjAwMFoiLCIwMTk5YzUyMC03ZThmIl0"}

Retrieve a ticket

GET /v1 /tickets/{id} tickets:read

One ticket by id (its conversation id). A conversation that isn’t a ticket answers 404.

Path parameters

id string required: The ticket id.

curl https://api.rabbitblaze.com/v1/tickets/0199c521-4c5d-7e6f-9a7b-8c9d0e1f2a3b \  -H "Authorization: Bearer $RABBITBLAZE_API_KEY"

const res = await fetch("https://api.rabbitblaze.com/v1/tickets/0199c521-4c5d-7e6f-9a7b-8c9d0e1f2a3b", {  headers: {    Authorization: `Bearer ${process.env.RABBITBLAZE_API_KEY}`,  },})const data = await res.json()

import osimport requests res = requests.get(    "https://api.rabbitblaze.com/v1/tickets/0199c521-4c5d-7e6f-9a7b-8c9d0e1f2a3b",    headers={"Authorization": f"Bearer {os.environ['RABBITBLAZE_API_KEY']}"},)res.raise_for_status()data = res.json()

Response · 200 OK

{  "object": "ticket",  "id": "0199c521-4c5d-7e6f-9a7b-8c9d0e1f2a3b",  "number": 1043,  "title": "Refund the duplicate charge",  "state": "in_progress",  "category": "customer",  "ticketType": {    "id": "0199a8f4-6a7b-7c8d-8e9f-0a1b2c3d4e5f",    "name": "Billing question"  },  "contact": {    "id": "0199c512-6a7b-7c8d-9e0f-1a2b3c4d5e6f",    "name": "Lena Fischer",    "email": "[email protected]",    "role": "user"  },  "assignee": {    "id": "0199a8f2-3e4f-7a5b-8c6d-7e8f9a0b1c2d",    "name": "Jonas Weber"  },  "team": {    "id": "0199a8f2-4f5a-7b6c-9d7e-8f9a0b1c2d3e",    "name": "Billing"  },  "attributes": {    "_default_title": "Refund the duplicate charge",    "_default_description": "We were charged twice for October.",    "invoice_number": "INV-4412"  },  "conversationState": "open",  "createdAt": "2026-10-02T15:31:12.000Z",  "updatedAt": "2026-10-02T15:48:40.000Z"}

Create a ticket

POST /v1 /tickets tickets:write

Either opens a new ticket for a person (any category), or converts an existing conversation with conversationId (customer ticket types only; a conversation that’s already a ticket answers 409).

Body

ticketTypeId string required: A ticket type id.
conversationId string: Convert this conversation instead of creating one.
contactId string: The customer, by id. With externalId and email: send exactly one.
externalId string: The customer, by your user id.
email string: The customer, by email.
title string: Up to 255 characters (stored as _default_title).
description string: Up to 10,000 characters (stored as _default_description).
attributes object: Ticket attribute values by key.
state enum: Initial state. Default submitted.
teammateId string: Who created it (event parts); default Rabbitblaze.

curl -X POST https://api.rabbitblaze.com/v1/tickets \  -H "Authorization: Bearer $RABBITBLAZE_API_KEY" \  -H "Content-Type: application/json" \  -d '{  "ticketTypeId": "0199a8f4-6a7b-7c8d-8e9f-0a1b2c3d4e5f",  "email": "[email protected]",  "title": "Refund the duplicate charge",  "description": "We were charged twice for October.",  "attributes": {    "invoice_number": "INV-4412"  }}'

const res = await fetch("https://api.rabbitblaze.com/v1/tickets", {  method: "POST",  headers: {    Authorization: `Bearer ${process.env.RABBITBLAZE_API_KEY}`,    "Content-Type": "application/json",  },  body: JSON.stringify({    ticketTypeId: "0199a8f4-6a7b-7c8d-8e9f-0a1b2c3d4e5f",    email: "[email protected]",    title: "Refund the duplicate charge",    description: "We were charged twice for October.",    attributes: {      invoice_number: "INV-4412",    },  }),})const data = await res.json()

import osimport requests res = requests.post(    "https://api.rabbitblaze.com/v1/tickets",    headers={"Authorization": f"Bearer {os.environ['RABBITBLAZE_API_KEY']}"},    json={        "ticketTypeId": "0199a8f4-6a7b-7c8d-8e9f-0a1b2c3d4e5f",        "email": "[email protected]",        "title": "Refund the duplicate charge",        "description": "We were charged twice for October.",        "attributes": {            "invoice_number": "INV-4412",        },    },)res.raise_for_status()data = res.json()

Response · 201 Created

{  "object": "ticket",  "id": "0199c521-4c5d-7e6f-9a7b-8c9d0e1f2a3b",  "number": 1043,  "title": "Refund the duplicate charge",  "state": "submitted",  "category": "customer",  "ticketType": {    "id": "0199a8f4-6a7b-7c8d-8e9f-0a1b2c3d4e5f",    "name": "Billing question"  },  "contact": {    "id": "0199c512-6a7b-7c8d-9e0f-1a2b3c4d5e6f",    "name": "Lena Fischer",    "email": "[email protected]",    "role": "user"  },  "assignee": null,  "team": null,  "attributes": {    "_default_title": "Refund the duplicate charge",    "_default_description": "We were charged twice for October.",    "invoice_number": "INV-4412"  },  "conversationState": "open",  "createdAt": "2026-10-02T15:31:12.000Z",  "updatedAt": "2026-10-02T15:48:40.000Z"}

Update a ticket

PATCH /v1 /tickets/{id} tickets:write

Change the state, the title or attribute values. Send at least one of them.

Path parameters

id string required: The ticket id.

Body

state enum: submitted, in_progress, waiting_on_customer or resolved.
title string: New title.
attributes object: Values to set, checked against the ticket type’s attributes (others are kept).
teammateId string: Who made the change.

curl -X PATCH https://api.rabbitblaze.com/v1/tickets/0199c521-4c5d-7e6f-9a7b-8c9d0e1f2a3b \  -H "Authorization: Bearer $RABBITBLAZE_API_KEY" \  -H "Content-Type: application/json" \  -d '{  "state": "in_progress",  "teammateId": "0199a8f2-3e4f-7a5b-8c6d-7e8f9a0b1c2d"}'

const res = await fetch("https://api.rabbitblaze.com/v1/tickets/0199c521-4c5d-7e6f-9a7b-8c9d0e1f2a3b", {  method: "PATCH",  headers: {    Authorization: `Bearer ${process.env.RABBITBLAZE_API_KEY}`,    "Content-Type": "application/json",  },  body: JSON.stringify({    state: "in_progress",    teammateId: "0199a8f2-3e4f-7a5b-8c6d-7e8f9a0b1c2d",  }),})const data = await res.json()

import osimport requests res = requests.patch(    "https://api.rabbitblaze.com/v1/tickets/0199c521-4c5d-7e6f-9a7b-8c9d0e1f2a3b",    headers={"Authorization": f"Bearer {os.environ['RABBITBLAZE_API_KEY']}"},    json={        "state": "in_progress",        "teammateId": "0199a8f2-3e4f-7a5b-8c6d-7e8f9a0b1c2d",    },)res.raise_for_status()data = res.json()

Response · 200 OK

{  "object": "ticket",  "id": "0199c521-4c5d-7e6f-9a7b-8c9d0e1f2a3b",  "number": 1043,  "title": "Refund the duplicate charge",  "state": "in_progress",  "category": "customer",  "ticketType": {    "id": "0199a8f4-6a7b-7c8d-8e9f-0a1b2c3d4e5f",    "name": "Billing question"  },  "contact": {    "id": "0199c512-6a7b-7c8d-9e0f-1a2b3c4d5e6f",    "name": "Lena Fischer",    "email": "[email protected]",    "role": "user"  },  "assignee": {    "id": "0199a8f2-3e4f-7a5b-8c6d-7e8f9a0b1c2d",    "name": "Jonas Weber"  },  "team": {    "id": "0199a8f2-4f5a-7b6c-9d7e-8f9a0b1c2d3e",    "name": "Billing"  },  "attributes": {    "_default_title": "Refund the duplicate charge",    "_default_description": "We were charged twice for October.",    "invoice_number": "INV-4412"  },  "conversationState": "open",  "createdAt": "2026-10-02T15:31:12.000Z",  "updatedAt": "2026-10-02T15:48:40.000Z"}

List ticket types

GET /v1 /ticket-types tickets:read

Every ticket type with its attributes. Archived types are left out unless includeArchived=true. Not paginated.

Query parameters

includeArchived boolean: Include archived types.

curl https://api.rabbitblaze.com/v1/ticket-types \  -H "Authorization: Bearer $RABBITBLAZE_API_KEY"

const res = await fetch("https://api.rabbitblaze.com/v1/ticket-types", {  headers: {    Authorization: `Bearer ${process.env.RABBITBLAZE_API_KEY}`,  },})const data = await res.json()

import osimport requests res = requests.get(    "https://api.rabbitblaze.com/v1/ticket-types",    headers={"Authorization": f"Bearer {os.environ['RABBITBLAZE_API_KEY']}"},)res.raise_for_status()data = res.json()

Response · 200 OK

{  "items": [    {      "object": "ticket_type",      "id": "0199a8f4-6a7b-7c8d-8e9f-0a1b2c3d4e5f",      "name": "Billing question",      "emoji": "🧾",      "description": "Refunds, invoices and payment problems.",      "category": "customer",      "customerCanCreate": true,      "attributes": [        {          "key": "_default_title",          "label": "Title",          "type": "string",          "description": null,          "options": null,          "requiredForTeammates": true,          "requiredForCustomers": true,          "visibleToCustomer": true        },        {          "key": "_default_description",          "label": "Description",          "type": "multiline",          "description": null,          "options": null,          "requiredForTeammates": false,          "requiredForCustomers": false,          "visibleToCustomer": true        },        {          "key": "invoice_number",          "label": "Invoice number",          "type": "string",          "description": "As printed on the invoice, e.g. INV-4412.",          "options": null,          "requiredForTeammates": false,          "requiredForCustomers": true,          "visibleToCustomer": true        }      ],      "archived": false,      "createdAt": "2025-03-01T09:00:00.000Z"    }  ],  "nextCursor": null}

Retrieve a ticket type

GET /v1 /ticket-types/{id} tickets:read

One ticket type by id.

Path parameters

id string required: The ticket type id.

curl https://api.rabbitblaze.com/v1/ticket-types/0199a8f4-6a7b-7c8d-8e9f-0a1b2c3d4e5f \  -H "Authorization: Bearer $RABBITBLAZE_API_KEY"

const res = await fetch("https://api.rabbitblaze.com/v1/ticket-types/0199a8f4-6a7b-7c8d-8e9f-0a1b2c3d4e5f", {  headers: {    Authorization: `Bearer ${process.env.RABBITBLAZE_API_KEY}`,  },})const data = await res.json()

import osimport requests res = requests.get(    "https://api.rabbitblaze.com/v1/ticket-types/0199a8f4-6a7b-7c8d-8e9f-0a1b2c3d4e5f",    headers={"Authorization": f"Bearer {os.environ['RABBITBLAZE_API_KEY']}"},)res.raise_for_status()data = res.json()

Response · 200 OK

{  "object": "ticket_type",  "id": "0199a8f4-6a7b-7c8d-8e9f-0a1b2c3d4e5f",  "name": "Billing question",  "emoji": "🧾",  "description": "Refunds, invoices and payment problems.",  "category": "customer",  "customerCanCreate": true,  "attributes": [    {      "key": "_default_title",      "label": "Title",      "type": "string",      "description": null,      "options": null,      "requiredForTeammates": true,      "requiredForCustomers": true,      "visibleToCustomer": true    },    {      "key": "_default_description",      "label": "Description",      "type": "multiline",      "description": null,      "options": null,      "requiredForTeammates": false,      "requiredForCustomers": false,      "visibleToCustomer": true    },    {      "key": "invoice_number",      "label": "Invoice number",      "type": "string",      "description": "As printed on the invoice, e.g. INV-4412.",      "options": null,      "requiredForTeammates": false,      "requiredForCustomers": true,      "visibleToCustomer": true    }  ],  "archived": false,  "createdAt": "2025-03-01T09:00:00.000Z"}