Create support ticket

Create a support ticket in a customer-facing department. First call GET /api/v2/support/departments and use one returned departments[].slug value as departmentSlug; do not guess department slugs from names. For VPS, IP address, or VPS network help, use the returned vps department slug. To link a service, send context.serviceType and context.serviceId; do not send accountId at the top level. Attachments are not accepted in this request body; add files through the support attachment flow when available.

Support Tickets

Authentication

Required API scope: write:support

Use Authorization: Bearer <token> for API keys. Dashboard sessions may also use hostup_session.

Context

Headers

Accept Example
Content-Type Example

Body

required
application/json
departmentSlug string required · Example: general-web-hosting

Support department slug returned by GET /api/v2/support/departments. Use `vps` for VPS, IP address, and VPS network requests; do not invent technical department names.

subject string required · Example: Question about my hosting account
message string required · Example: Hello, I need help with my website.
priority string · enum · Example: medium
low
medium
high
urgent
critical
ccEmails array · Example: ["[email protected]"]
context object · Example: {"serviceType":"domain","serviceId":"dom_01hxa3b4c5d6e7f8g9h0j1k2m3"}

Optional linked-service context. The server validates that the linked service belongs to the caller. Use camelCase v2 fields here; `accountId` is not accepted as a top-level ticket field.

aiSummary stringnull · Example: null
aiHelpful booleannull · Example: null
criticalReason stringnull · Example: null

Required with priority=critical. Must explain the customer impact.

Responses

201 Created support ticket.
id string · Example: tkt_01hxa3b4c5d6e7f8g9h0j1k2m3
number string · Example: 149943

Customer-facing support ticket number. Normally numeric; public IDs are exposed separately as id.

subject stringnull · Example: Question about my VPS
body stringnull · Example: My VPS is not reachable from the internet.

Only present on ticket detail/create responses.

status string · enum · Example: open
open
answered
customer_reply
in_progress
on_hold
closed
unknown
priority string · enum · Example: low
low
medium
high
urgent
critical
departmentSlug string · Example: billing
departmentName stringnull · Example: Billing
createdAt stringnull · Example: 2026-04-27T11:45:00.000Z
updatedAt stringnull · Example: 2026-04-27T12:05:00.000Z
lastMessageAt stringnull · Example: 2026-04-27T12:05:00.000Z
ccEmails array<string> · Example: ["[email protected]"]
requesterName stringnull · Example: Jane Example
messageCount integer · Example: 2
linkedServices array<object>
linkedServices[].serviceType string required · Example: vps
linkedServices[].serviceId stringnull required · Example: vps_01hxa3b4c5d6e7f8g9h0j1k2m3
linkedServices[].serviceName stringnull required · Example: app-01
linkedServices[].details objectnull required · Example: {"status":"active","planName":"VPS XS","ipAddress":"192.0.2.10"}
attachments array<object>

Only present on ticket detail/create responses.

attachments[].id string required · Example: tatt_01hxa3b4c5d6e7f8g9h0j1k2m3
attachments[].filename stringnull required · Example: error-log.txt
attachments[].extension stringnull required · Example: txt
attachments[].mimeType stringnull required · Example: text/plain
attachments[].downloadUrl string required · Example: /api/v2/support/attachments/tatt_01hxa3b4c5d6e7f8g9h0j1k2m3?ticketId=tkt_01hxa3b4c5d6e7...
messages array<object>

Only present on ticket detail/create responses.

messages[].id string required · Example: tmsg_01hxa3b4c5d6e7f8g9h0j1k2m3
messages[].ticketId string required · Example: tkt_01hxa3b4c5d6e7f8g9h0j1k2m3
messages[].sentAt stringnull required · Example: 2026-04-27T11:45:00.000Z
messages[].body stringnull required · Example: My VPS is not reachable from the internet.
messages[].sender string · enum required · Example: customer
customer
staff
automation
messages[].senderName stringnull required · Example: Jane Example
messages[].encrypted boolean required · Example: false
messages[].attachments array<object> required · Example: []
400 Invalid request. The response body is an RFC 7807 Problem Details document.
type string · Example: https://developer.hostup.se/errors/invalid_request
title string · Example: Validation failed
status integer · Example: 400
detail string · Example: The request body failed validation.
code string · Example: invalid_request

Stable machine-readable code. Branch on this field, not on `detail`.

instance string · Example: /api/v2/orders
requestId string · Example: req_01hxa3b4c5d6e7f8g9h0j1k2m3
timestamp string · Example: 2026-04-27T12:34:56.000Z
errors array<object>

Field-level validation errors when `code` is `invalid_request`.

errors[].pointer string required · Example: /items/0/eppCode
errors[].detail string required · Example: `eppCode` is required for this transfer.
errors[].code string required · Example: missing_required
extensions object
401 Unauthorized. Authentication is required.
type string · Example: https://developer.hostup.se/errors/invalid_request
title string · Example: Validation failed
status integer · Example: 400
detail string · Example: The request body failed validation.
code string · Example: invalid_request

Stable machine-readable code. Branch on this field, not on `detail`.

instance string · Example: /api/v2/orders
requestId string · Example: req_01hxa3b4c5d6e7f8g9h0j1k2m3
timestamp string · Example: 2026-04-27T12:34:56.000Z
errors array<object>

Field-level validation errors when `code` is `invalid_request`.

errors[].pointer string required · Example: /items/0/eppCode
errors[].detail string required · Example: `eppCode` is required for this transfer.
errors[].code string required · Example: missing_required
extensions object
403 Forbidden. The caller lacks a required scope or does not own the resource.
type string · Example: https://developer.hostup.se/errors/invalid_request
title string · Example: Validation failed
status integer · Example: 400
detail string · Example: The request body failed validation.
code string · Example: invalid_request

Stable machine-readable code. Branch on this field, not on `detail`.

instance string · Example: /api/v2/orders
requestId string · Example: req_01hxa3b4c5d6e7f8g9h0j1k2m3
timestamp string · Example: 2026-04-27T12:34:56.000Z
errors array<object>

Field-level validation errors when `code` is `invalid_request`.

errors[].pointer string required · Example: /items/0/eppCode
errors[].detail string required · Example: `eppCode` is required for this transfer.
errors[].code string required · Example: missing_required
extensions object
404 Not found. The resource does not exist or is not owned by the caller.
type string · Example: https://developer.hostup.se/errors/invalid_request
title string · Example: Validation failed
status integer · Example: 400
detail string · Example: The request body failed validation.
code string · Example: invalid_request

Stable machine-readable code. Branch on this field, not on `detail`.

instance string · Example: /api/v2/orders
requestId string · Example: req_01hxa3b4c5d6e7f8g9h0j1k2m3
timestamp string · Example: 2026-04-27T12:34:56.000Z
errors array<object>

Field-level validation errors when `code` is `invalid_request`.

errors[].pointer string required · Example: /items/0/eppCode
errors[].detail string required · Example: `eppCode` is required for this transfer.
errors[].code string required · Example: missing_required
extensions object
429 Rate limited. Retry after the limit resets. 429 responses include `Retry-After` seconds plus `X-RateLimit-*` headers.
type string · Example: https://developer.hostup.se/errors/invalid_request
title string · Example: Validation failed
status integer · Example: 400
detail string · Example: The request body failed validation.
code string · Example: invalid_request

Stable machine-readable code. Branch on this field, not on `detail`.

instance string · Example: /api/v2/orders
requestId string · Example: req_01hxa3b4c5d6e7f8g9h0j1k2m3
timestamp string · Example: 2026-04-27T12:34:56.000Z
errors array<object>

Field-level validation errors when `code` is `invalid_request`.

errors[].pointer string required · Example: /items/0/eppCode
errors[].detail string required · Example: `eppCode` is required for this transfer.
errors[].code string required · Example: missing_required
extensions object
500 Internal error. Retry later or contact support if the issue persists.
type string · Example: https://developer.hostup.se/errors/invalid_request
title string · Example: Validation failed
status integer · Example: 400
detail string · Example: The request body failed validation.
code string · Example: invalid_request

Stable machine-readable code. Branch on this field, not on `detail`.

instance string · Example: /api/v2/orders
requestId string · Example: req_01hxa3b4c5d6e7f8g9h0j1k2m3
timestamp string · Example: 2026-04-27T12:34:56.000Z
errors array<object>

Field-level validation errors when `code` is `invalid_request`.

errors[].pointer string required · Example: /items/0/eppCode
errors[].detail string required · Example: `eppCode` is required for this transfer.
errors[].code string required · Example: missing_required
extensions object
POST https://cloud.hostup.se/api/v2/support/tickets
For AI assistants
View as Markdown
cURL 
curl -X POST "https://cloud.hostup.se/api/v2/support/tickets" \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Accept: application/json" \
  -H "Content-Type: application/json" \
  -d '{
    "departmentSlug": "domain-names",
    "subject": "Question about my hosting account",
    "message": "Hello, I need help with my website.",
    "priority": "low",
    "ccEmails": [
      "[email protected]"
    ],
    "context": {
      "serviceType": "domain",
      "serviceId": "dom_01hxa3b4c5d6e7f8g9h0j1k2m3"
    }
  }'
Response 
{
  "id": "tkt_01hxa3b4c5d6e7f8g9h0j1k2m3",
  "number": "10001",
  "subject": "Question about my hosting account",
  "body": "Hello, I need help with my website.",
  "status": "open",
  "priority": "low",
  "departmentSlug": "domain-names",
  "departmentName": "Domain names",
  "createdAt": "2026-04-27T11:45:00.000Z",
  "updatedAt": "2026-04-27T11:45:00.000Z",
  "lastMessageAt": "2026-04-27T11:45:00.000Z",
  "ccEmails": [
    "[email protected]"
  ],
  "requesterName": "Jane Example",
  "messageCount": 1,
  "linkedServices": [
    {
      "serviceType": "domain",
      "serviceId": "dom_01hxa3b4c5d6e7f8g9h0j1k2m3",
      "serviceName": "example.com",
      "details": {
        "status": "Active",
        "autoRenew": true
      }
    }
  ],
  "attachments": [],
  "messages": []
}
Request Body Create ticket 
{
  "departmentSlug": "domain-names",
  "subject": "Question about my hosting account",
  "message": "Hello, I need help with my website.",
  "priority": "low",
  "ccEmails": [
    "[email protected]"
  ],
  "context": {
    "serviceType": "domain",
    "serviceId": "dom_01hxa3b4c5d6e7f8g9h0j1k2m3"
  }
}