Tickets

These endpoints need the Support area of the key's role. See Keys and permissions.

Tickets

Tickets can't be deleted through the API.

Read

The list has every ticket - new, open, resolved and closed. ticket_status is the status's number: 1 New, 2 Open, 3 On Hold, 4 Resolved and 5 Closed, then any you've added in Admin > Ticket Statuses.

curl -G https://itflow.example.com/api/v1/tickets/read.php \
  --data-urlencode "api_key=YOUR_API_KEY" \
  --data-urlencode "ticket_id=93"

{
  "success": "True",
  "count": 1,
  "data": [
    {
      "ticket_id": "93",
      "ticket_prefix": "TCK-",
      "ticket_number": "93",
      "ticket_source": "Email",
      "ticket_subject": "Site internet dropping intermittently",
      "ticket_priority": "High",
      "ticket_status": "2",
      "ticket_status_name": "Open",
      "ticket_billable": "1",
      "ticket_created_at": "2026-10-15 11:25:00",
      "ticket_resolution_due_at": "2026-10-15 19:25:00",
      "ticket_assigned_to": "1",
      "ticket_contact_id": "4",
      "ticket_asset_id": "1",
      "ticket_client_id": "1",
      "tags": [ { "tag_id": 116, "tag_name": "Waiting on Vendor", "tag_kind": "ticket", "tag_color": "#ffc107", "tag_icon": "hourglass-half" } ]
    }
  ]
}

ticket_id is the record's id, and what other endpoints take. ticket_prefix and ticket_number make the number people see, such as TCK-93.

Fields: ticket_id, ticket_prefix, ticket_number, ticket_source, ticket_category, ticket_subject, ticket_details, ticket_priority, ticket_status, ticket_sla_id, ticket_billable, ticket_schedule, ticket_onsite, ticket_vendor_ticket_number, ticket_feedback, ticket_url_key, ticket_created_at, ticket_updated_at, ticket_due_at, ticket_first_response_at, ticket_response_due_at, ticket_resolution_due_at, ticket_response_sla_met, ticket_resolution_sla_met, ticket_response_sla_alert_stage, ticket_resolution_sla_alert_stage, ticket_resolved_at, ticket_closed_at, ticket_archived_at, ticket_created_by, ticket_assigned_to, ticket_closed_by, ticket_vendor_id, ticket_client_id, ticket_contact_id, ticket_location_id, ticket_asset_id, ticket_quote_id, ticket_invoice_id, ticket_project_id, ticket_recurring_ticket_id, ticket_template_id, ticket_order, tags. With ticket_id, also its status's ticket_status_name, ticket_status_color, ticket_status_active, ticket_status_pauses_sla and ticket_status_order.

Create

A contact, asset or vendor that isn't the client's is left off. The ticket gets its number and SLA as any other ticket does, and its source is API. No email goes to the contact.

curl -X POST https://itflow.example.com/api/v1/tickets/create.php \
  -H "Content-Type: application/json" \
  -d '{"api_key": "YOUR_API_KEY", "client_id": 1, "ticket_subject": "Backup job failed on RDG-SRV-01", "ticket_details": "Veeam reported the 01:00 job failed: repository unreachable.", "ticket_priority": "High", "ticket_asset_id": 8}'

{ "success": "True", "count": "1", "data": [ { "insert_id": 1880 } ] }

Update

Send ticket_id, client_id (the ticket's own client), and any of the fields under Create apart from client_id. Only what you send changes, and a closed ticket can't be changed. To change a ticket's status, add a reply with ticket_status, or resolve or close it.

{ "api_key": "YOUR_API_KEY", "client_id": 1, "ticket_id": 1880, "ticket_assigned_to": 2, "ticket_priority": "Urgent" }

Resolve and close

Both take ticket_id and client_id, the ticket's own client.

• Resolve sets the ticket to Resolved and records whether its resolution SLA was met. A ticket that hadn't had a first response gets one now.
• Close resolves the ticket if it isn't already, then closes it, as the key's agent. A closed ticket can't be changed any more.

To say why when you resolve, add a reply with "ticket_status": 4 instead. See Replies.

Ticket replies

Read

{
  "success": "True",
  "count": 1,
  "data": [
    {
      "ticket_reply_id": "2553",
      "ticket_reply": "Repository share was offline after a NAS update. Remounted and re-ran the job - it completed.",
      "ticket_reply_type": "Internal",
      "ticket_reply_time_worked": "00:25:00",
      "ticket_reply_created_at": "2026-10-22 00:37:54",
      "ticket_reply_by": "1",
      "ticket_reply_by_name": "Alex Morgan",
      "ticket_reply_ticket_id": "1880",
      "ticket_prefix": "TCK-",
      "ticket_number": "1868",
      "ticket_subject": "Backup job failed on RDG-SRV-01",
      "ticket_client_id": "1"
    }
  ]
}

ticket_reply_by is an agent's id on Internal and Public replies, and a contact's id on Client replies. ticket_reply_by_name is their name either way.

Fields: ticket_reply_id, ticket_reply, ticket_reply_type, ticket_reply_time_worked, ticket_reply_created_at, ticket_reply_updated_at, ticket_reply_archived_at, ticket_reply_by, ticket_reply_by_name, ticket_reply_ticket_id, and the ticket's ticket_prefix, ticket_number, ticket_subject and ticket_client_id.

Create

The reply is from the key's agent.

curl -X POST https://itflow.example.com/api/v1/ticket_replies/create.php \
  -H "Content-Type: application/json" \
  -d '{"api_key": "YOUR_API_KEY", "ticket_id": 1880, "ticket_reply": "Repository share was offline after a NAS update. Remounted and re-ran the job - it completed.", "ticket_reply_time_worked": "00:25:00", "ticket_status": 4}'

Technicians

Read

{
  "success": "True",
  "count": 1,
  "data": [
    { "technician_id": "2", "technician_name": "Jordan Lee", "technician_email": "jordan@summitit.example", "technician_status": "1", "role_id": "2", "role_name": "Technician", "role_is_admin": "0", "technician_created_at": "2026-10-21 19:41:45", "technician_archived_at": null }
  ]
}

technician_status is 1 for active and 0 for disabled. Passwords and sign-in details are never included. Use technician_id for ticket_assigned_to.

Time worked

Each row is one technician's total on one ticket, from the time on their replies in that month or year. Tickets that aren't for a client are left out.

curl -G https://itflow.example.com/api/v1/technicians/time.php \
  --data-urlencode "api_key=YOUR_API_KEY" \
  --data-urlencode "year=2026" --data-urlencode "month=10"

{
  "success": "True",
  "count": 2,
  "data": [
    { "ticket_id": "1863", "ticket_number": "TCK-1863", "ticket_subject": "Backup job reporting failures overnight", "client_id": "20", "company": "Ashford Legal Services", "technician_id": "1", "technician": "Alex Morgan", "time_worked": "01:25:00" },
    { "ticket_id": "820", "ticket_number": "TCK-820", "ticket_subject": "Outlook stuck on disconnected after password reset", "client_id": "8", "company": "Aurora Wellness Center", "technician_id": "1", "technician": "Alex Morgan", "time_worked": "00:30:00" }
  ]
}