Texa Desk

Tickets

A customer's request tracked beyond one conversation, with a reference, a state, a promise and every channel's messages. How tickets work, and the API.

A ticket is a request that needs following up: a disputed transfer, a complaint, a delivery that didn't arrive. It has a reference the customer can quote (AUD-1001), a type, a state, a promise ("resolved within 14 days"), and it gathers every conversation about it, on any channel. Conversations stay where they are; the ticket ties them together.

The pieces

	What it is
Reference	the account's letters and the ticket's number: `AUD-1001`. API paths use the number (`1001`)
Type	what kind of request (Complaint, Card request, Refund), with its own fields, promise, team and priority. A complaint type counts for regulators; a sensitive type opens to the customer only once they're verified
State	in your team's words and the customer's ("In progress" / "We're working on it"), in one of four categories: `submitted`, `in_progress`, `waiting_on_customer`, `resolved`
Promise	when the type promises to acknowledge and resolve, in hours, calendar days or business days. `due_at` is when it's due; past it and not resolved means overdue
Conversations	every conversation about it. `main_conversation_id` is where it started
Tasks	work another team does for it, with only the fields and files you share
Trackers	one incident many customers write about ("card payments failing"): tickets on a tracker are told together and resolved together

Every conversation carries its ticket

Every conversation in the API and in webhooks has a ticket field, null when it's on none:

JSON

"ticket": {
  "number": 1001, "reference": "AUD-1001", "title": "Refund for order 88", "kind": "ticket",
  "type": {"id": 2, "name": "Complaint", "complaint": true, "sensitive": true},
  "state": {"name": "In progress", "customer_name": "We're working on it", "category": "in_progress"},
  "assignee_id": 12, "team_id": 3, "priority": "high", "created_via": "texa_ai",
  "due_at": 1792800000, "resolved_at": null, "conversations_count": 2, "open_conversations_count": 1
}

Times are Unix seconds. created_via says who made it: person, texa_ai, rule, inbox, customer or api.

Make one from your system

Shell

curl -X POST https://desk.texadesk.com/api/v1/accounts/1/tickets \
  -H "api_access_token: $TEXA_DESK_TOKEN" -H "Content-Type: application/json" \
  -d '{"conversation_id": 171, "ticket_type_id": 2, "title": "Refund for order 88"}'

Without a conversation, give contact_id and how the request came in (channel: branch, phone, letter, in_person, other), for a complaint written at a branch, say. The customer is told the reference at once, on their channel, in your account's wording.

Move it along

Shell

# a state
curl -X POST https://desk.texadesk.com/api/v1/accounts/1/tickets/1001/state \
  -H "api_access_token: $TEXA_DESK_TOKEN" -H "Content-Type: application/json" \
  -d '{"ticket_state_id": 9}'

Moving into a resolved state asks for the type's required fields first; the refusal says which ("Fill in Order reference, Outcome first."). Fill them with PATCH and custom_attributes.
Resolving closes the conversations the person sees; meta.left_open counts those outside their view.
Refusals are 422 {"error": "<a sentence to show as it is>"}, in the person's language.

Who can do what

Tickets follow their conversations: a person sees a ticket when they see one of its conversations. Making and changing tickets needs conversation_update; merging, ticket_merge; trackers, tracker_manage; Settings → Tickets, settings_tickets; reports, report_manage or report_team.

Events

Subscribe a Texa Desk webhook to ticket_created, ticket_updated and ticket_merged. A change to a ticket also sends conversation_updated for each of its conversations.

For regulators

A complaint's register and a regulator's return (CBN, Bank of Ghana) download as CSV: complaints register, a regulator's return.

Reference

Every route: Tickets API. Customers follow their own tickets through the customer portal.