The Zenvia Customer Cloud Tickets API allows you to integrate your external systems with the platform, automating the creation, editing, and retrieval of support tickets without needing to access the platform manually.
In this article, learn the key concepts, how ticket structure works, and how to use the API.
📄 Technical API documentation |
Available features
With the Tickets API, you can:
- Automatically create tickets: Register new support requests from external systems (such as forms, ERPs, or support emails).
- Update existing tickets: Modify information, add comments, or change statuses.
- Retrieve tickets: Access information about existing tickets, including status, dates, origin channel, assigned agent, and more.
💡 Tip: Use this API to integrate tickets with your own systems, dashboards, CRMs, or internal analytics tools.
Authentication
API access is granted through an authentication token, ensuring secure requests.
If you don’t have a token yet, check out our article: Tokens and webhooks for using APIs.
Main concepts
Before using the Tickets API, it’s important to understand some key concepts related to how tickets work in Zenvia Customer Cloud.
Concept | Description |
Ticket | A support record containing details such as customer, channel, status, and interactions. |
Ticket ID | A unique identifier for the ticket, used to retrieve specific details through the API. |
Status | The current stage of the ticket (Open, In progress, Resolved, etc.). |
Channel | The source of the interaction (Chat, Email, or Agent). |
Attributes | Data associated with the ticket, such as customer name, category, priority, and assigned agent. |
When to use this API?
- To automatically open tickets from external integrations.
- To update ongoing tickets without manually accessing the platform.
- To retrieve existing tickets and integrate that information into your own systems.
- To monitor operational metrics and generate custom support reports.