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GET
/
dsf
/
tickets
/
{ticket_id}
Retrieve a support ticket
curl --request GET \
  --url https://panel.sendcloud.sc/api/v3/dsf/tickets/{ticket_id} \
  --header 'Authorization: Basic <encoded-value>'
{
  "id": 42,
  "status": "pending",
  "stage": "in_progress",
  "type": "damaged",
  "parcel_id": 98765,
  "carrier": "postnl",
  "order_number": "ORD-2026-1234",
  "brand_id": 3,
  "created_at": "2026-03-15T10:30:00+00:00",
  "updated_at": "2026-03-18T14:22:00+00:00",
  "requested_actions": [
    {
      "id": 301,
      "data_type": "sales_invoice",
      "created_at": "2026-03-16T09:00:00+00:00"
    }
  ],
  "resolution": null
}

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).

​
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

Resolution details, present only when the ticket is resolved.