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Supportpal

Consume Supportpal REST API (v.1.2.4)

Actions22

Ticket → Create

AI-generated

Overview

This node operation creates a new ticket in the Supportpal system. It is useful for automating the process of opening support tickets, such as when a user submits a request or an issue needs to be tracked. Practical examples include creating tickets from customer emails, chat interactions, or system alerts to ensure timely support and issue resolution.

Use Case Examples

  1. Creating a ticket when a customer submits a support request via a web form.
  2. Automatically opening an internal ticket for IT support when a system error is detected.

Properties

Name Meaning
User ID The ID of the user opening the ticket; an operator ID is required if opening an internal ticket.
Department The department the ticket is being opened in; must be assigned to the brand that the ticket is being opened in.
Status The status of the new ticket.
Priority The priority of the new ticket.
Subject The ticket subject.
Text The initial ticket message.
Simplify Response Whether to return a simplified response containing only the ticket data.
Additional Fields Optional additional fields for the ticket, such as user details, brand, internal flag, tags, assigned operators, watchers, CC emails, email notifications, attachments, and custom creation time.
Custom Fields Custom fields to set specific values on the ticket.

Output

JSON

  • id - The unique identifier of the created ticket.
  • user - The user ID who opened the ticket.
  • department - The department ID the ticket belongs to.
  • status - The status ID of the ticket.
  • priority - The priority level of the ticket.
  • subject - The subject of the ticket.
  • text - The initial message text of the ticket.
  • customfield - Custom field values set on the ticket.
  • additionalFields - Any additional optional fields provided during ticket creation.

Dependencies

  • Supportpal REST API

Troubleshooting

  • Ensure all required fields (user, department, status, priority, subject, text) are provided; missing required fields will cause errors.
  • If creating an internal ticket, the user ID must be an operator ID; otherwise, the request will fail.
  • Custom fields must be valid and correspond to existing custom field IDs in Supportpal.
  • Attachments must be properly formatted as base64-encoded content arrays; incorrect formatting may cause upload failures.
  • API authentication credentials must be correctly configured to avoid authorization errors.

Links

Discussion