## POST /api/v2/support/tickets

**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.

### Related Endpoints

- `GET /api/v2/support/tickets`: List support tickets
- `GET /api/v2/support/tickets/{id}`: Get support ticket
- `POST /api/v2/support/tickets/{id}/messages`: Reply to support ticket

### Headers

- `Accept`: application/json
- `Authorization`: Bearer YOUR_API_KEY
- Required API scope: `write:support`
- `Content-Type`: application/json

### Request Body

- `departmentSlug` (string, required): 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. Example: `general-web-hosting`
- `subject` (string, required) Example: `Question about my hosting account`
- `message` (string, required) Example: `Hello, I need help with my website.`
- `priority` (string, optional) Example: `medium`
  Allowed values: low, medium, high, urgent, critical
- `ccEmails` (array<string>, optional) Example: `["ops@example.com"]`
- `context` (object, optional): 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. Example: `{"serviceType":"domain","serviceId":"dom_01hxa3b4c5d6e7f8g9h0j1k2m3"}`
- `context.serviceType` (string, optional): Type of customer resource to link to the ticket. Example: `domain`
  Allowed values: domain, hosting, vps, other
- `context.serviceId` (string, optional): Public resource ID. Use `acct_...` from GET /api/v2/shared-hosting for hosting, `vps_...` from GET /api/v2/vps for VPS, or a domain public ID from GET /api/v2/domains. Example: `dom_01hxa3b4c5d6e7f8g9h0j1k2m3`
- `context.serviceName` (string, optional): Optional display label when serviceType is `other`. Example: `example.com`
- `aiSummary` (string,null, optional) Example: `null`
- `aiHelpful` (boolean,null, optional) Example: `null`
- `criticalReason` (string,null, optional): Required with priority=critical. Must explain the customer impact. Example: `null`

### Request Examples

#### Create ticket

```bash
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": [
      "ops@example.com"
    ],
    "context": {
      "serviceType": "domain",
      "serviceId": "dom_01hxa3b4c5d6e7f8g9h0j1k2m3"
    }
  }'
```

```json
{
  "departmentSlug": "domain-names",
  "subject": "Question about my hosting account",
  "message": "Hello, I need help with my website.",
  "priority": "low",
  "ccEmails": [
    "ops@example.com"
  ],
  "context": {
    "serviceType": "domain",
    "serviceId": "dom_01hxa3b4c5d6e7f8g9h0j1k2m3"
  }
}
```

#### Create VPS network ticket

```bash
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": "vps",
    "subject": "Manual IPv4 replacement requested",
    "message": "Hello, I need help replacing the IPv4 address on my VPS.",
    "priority": "medium",
    "context": {
      "serviceType": "vps",
      "serviceId": "vps_01hxa3b4c5d6e7f8g9h0j1k2m3"
    }
  }'
```

```json
{
  "departmentSlug": "vps",
  "subject": "Manual IPv4 replacement requested",
  "message": "Hello, I need help replacing the IPv4 address on my VPS.",
  "priority": "medium",
  "context": {
    "serviceType": "vps",
    "serviceId": "vps_01hxa3b4c5d6e7f8g9h0j1k2m3"
  }
}
```

### Response Schema

- `id` (string, optional) Example: `tkt_01hxa3b4c5d6e7f8g9h0j1k2m3`
- `number` (string, optional): Customer-facing support ticket number. Normally numeric; public IDs are exposed separately as id. Example: `149943`
- `subject` (string,null, optional) Example: `Question about my VPS`
- `body` (string,null, optional): Only present on ticket detail/create responses. Example: `My VPS is not reachable from the internet.`
- `status` (string, optional) Example: `open`
  Allowed values: open, answered, customer_reply, in_progress, on_hold, closed, unknown
- `priority` (string, optional) Example: `low`
  Allowed values: low, medium, high, urgent, critical
- `departmentSlug` (string, optional) Example: `billing`
- `departmentName` (string,null, optional) Example: `Billing`
- `createdAt` (string,null, optional) Example: `2026-04-27T11:45:00.000Z`
- `updatedAt` (string,null, optional) Example: `2026-04-27T12:05:00.000Z`
- `lastMessageAt` (string,null, optional) Example: `2026-04-27T12:05:00.000Z`
- `ccEmails` (array<string>, optional) Example: `["ops@example.com"]`
- `requesterName` (string,null, optional) Example: `Jane Example`
- `messageCount` (integer, optional) Example: `2`
- `linkedServices` (array<object>, optional)
- `linkedServices[].serviceType` (string, required) Example: `vps`
- `linkedServices[].serviceId` (string,null, required) Example: `vps_01hxa3b4c5d6e7f8g9h0j1k2m3`
- `linkedServices[].serviceName` (string,null, required) Example: `app-01`
- `linkedServices[].details` (object,null, required) Example: `{"status":"active","planName":"VPS XS","ipAddress":"192.0.2.10"}`
- `attachments` (array<object>, optional): Only present on ticket detail/create responses.
- `attachments[].id` (string, required) Example: `tatt_01hxa3b4c5d6e7f8g9h0j1k2m3`
- `attachments[].filename` (string,null, required) Example: `error-log.txt`
- `attachments[].extension` (string,null, required) Example: `txt`
- `attachments[].mimeType` (string,null, required) Example: `text/plain`
- `attachments[].downloadUrl` (string, required) Example: `/api/v2/support/attachments/tatt_01hxa3b4c5d6e7f8g9h0j1k2m3?ticketId=tkt_01hxa3b4c5d6e7f8g9h0j1k2m3`
- `messages` (array<object>, optional): Only present on ticket detail/create responses.
- `messages[].id` (string, required) Example: `tmsg_01hxa3b4c5d6e7f8g9h0j1k2m3`
- `messages[].ticketId` (string, required) Example: `tkt_01hxa3b4c5d6e7f8g9h0j1k2m3`
- `messages[].sentAt` (string,null, required) Example: `2026-04-27T11:45:00.000Z`
- `messages[].body` (string,null, required) Example: `My VPS is not reachable from the internet.`
- `messages[].sender` (string, required) Example: `customer`
  Allowed values: customer, staff, automation
- `messages[].senderName` (string,null, required) Example: `Jane Example`
- `messages[].encrypted` (boolean, required) Example: `false`
- `messages[].attachments` (array<object>, required) Example: `[]`

### Responses

#### 201 - Created support ticket.
```json
{
  "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": [
    "ops@example.com"
  ],
  "requesterName": "Jane Example",
  "messageCount": 1,
  "linkedServices": [
    {
      "serviceType": "domain",
      "serviceId": "dom_01hxa3b4c5d6e7f8g9h0j1k2m3",
      "serviceName": "example.com",
      "details": {
        "status": "Active",
        "autoRenew": true
      }
    }
  ],
  "attachments": [],
  "messages": []
}
```

#### 400 - Invalid request. The response body is an RFC 7807 Problem Details document.
```json
{
  "type": "https://developer.hostup.se/errors/invalid_request",
  "title": "Invalid request",
  "status": 400,
  "detail": "The request body failed validation.",
  "code": "invalid_request",
  "instance": "/api/v2/resource",
  "requestId": "req_01hxa3b4c5d6e7f8g9h0j1k2m3",
  "timestamp": "2026-04-27T12:34:56.000Z",
  "errors": [
    {
      "pointer": "/items/0/domainName",
      "detail": "`domainName` is required.",
      "code": "invalid_request"
    }
  ]
}
```

#### 401 - Unauthorized. Authentication is required.
```json
{
  "type": "https://developer.hostup.se/errors/unauthorized",
  "title": "Unauthorized",
  "status": 401,
  "detail": "Authentication is required.",
  "code": "unauthorized",
  "instance": "/api/v2/resource",
  "requestId": "req_01hxa3b4c5d6e7f8g9h0j1k2m3",
  "timestamp": "2026-04-27T12:34:56.000Z"
}
```

#### 403 - Forbidden. The caller lacks a required scope or does not own the resource.
```json
{
  "type": "https://developer.hostup.se/errors/forbidden",
  "title": "Forbidden",
  "status": 403,
  "detail": "The caller lacks a required scope or does not own the resource.",
  "code": "forbidden",
  "instance": "/api/v2/resource",
  "requestId": "req_01hxa3b4c5d6e7f8g9h0j1k2m3",
  "timestamp": "2026-04-27T12:34:56.000Z"
}
```

#### 404 - Not found. The resource does not exist or is not owned by the caller.
```json
{
  "type": "https://developer.hostup.se/errors/not_found",
  "title": "Not found",
  "status": 404,
  "detail": "The requested resource could not be found.",
  "code": "not_found",
  "instance": "/api/v2/resource",
  "requestId": "req_01hxa3b4c5d6e7f8g9h0j1k2m3",
  "timestamp": "2026-04-27T12:34:56.000Z"
}
```

#### 429 - Rate limited. Retry after the limit resets. 429 responses include `Retry-After` seconds plus `X-RateLimit-*` headers.
```json
{
  "type": "https://developer.hostup.se/errors/rate_limit_exceeded",
  "title": "Too many requests",
  "status": 429,
  "detail": "Too many requests. Retry after the limit resets.",
  "code": "rate_limit_exceeded",
  "instance": "/api/v2/resource",
  "requestId": "req_01hxa3b4c5d6e7f8g9h0j1k2m3",
  "timestamp": "2026-04-27T12:34:56.000Z"
}
```

#### 500 - Internal error. Retry later or contact support if the issue persists.
```json
{
  "type": "https://developer.hostup.se/errors/internal_error",
  "title": "Internal server error",
  "status": 500,
  "detail": "An unexpected error occurred. Retry later or contact support if the issue persists.",
  "code": "internal_error",
  "instance": "/api/v2/resource",
  "requestId": "req_01hxa3b4c5d6e7f8g9h0j1k2m3",
  "timestamp": "2026-04-27T12:34:56.000Z"
}
```