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GET
Retrieve a support ticket

Authorizations

Authorization
string
header
required

Basic Authentication using API key and secrets is currently the main authentication mechanism.

Path Parameters

ticket_id
integer<int64>
required

The ID of the ticket to retrieve.

Example:

42

Response

OK

A support ticket with its current status, parcel information, any outstanding data requests, and resolution details.

id
integer
required

Unique ticket ID.

status
enum<string>
required

Current ticket status.

Available options:
action_required,
carrier_reminder_sent,
carrier_update_received,
claim_paid,
closed,
communicated_to_carrier,
customer_documents_requested,
customer_reminder_sent,
delayed,
delivered_scan_received,
delivery_confirmation_rejected,
delivery_confirmation_requested,
documents_forwarded_to_carrier,
escalated,
escalated_ava,
hold,
manually_solved,
new_scan_received,
pending,
processing,
smart_refund_available,
smart_refund_update,
solved,
solved_by_automation,
unknown,
waiting_for_carrier,
waiting_for_customer,
waiting_for_scan
stage
enum<string>
required

High-level stage of the ticket lifecycle.

Available options:
in_progress,
action_required,
manually_solved_stage,
solved_by_automation_stage,
unknown
created_at
string<date-time>
required

Ticket creation timestamp (ISO 8601).

requested_actions
Requested action · object[]
required

Outstanding data requests from the carrier.

type
enum<string> | null

Ticket category (e.g. damaged, lost, delayed).

Available options:
address_change,
damaged,
delayed,
delivered_not_received,
late_delivery,
lost,
unjust_return,
other_shipping,
null
parcel_id
integer | null

Sendcloud parcel ID.

carrier
string | null

Carrier code (e.g. postnl, dpd, ups).

tracking_number
string | null

Tracking number of the parcel associated with the ticket.

order_number
string | null

Order number associated with the parcel.

brand_id
integer | null

Brand ID associated with the parcel.

updated_at
string<date-time> | null

Last update timestamp (ISO 8601).

resolution
Ticket resolution · object | null

Resolution details, present only when the ticket is resolved.